Great Customer Service

[Diane Helbig]

So many times we are inclined to only share the bad news. I'd like to share some good news this time.

Gary Clark, the manager of the 5/3 bank at Warren and Madison Roads is a fabulous example of someone who truly understands the value of providing outstanding customer service. His parent company should be glad he's there. I know I would have taken my paltry sum of money out of their bank if he hadn't stepped right up and helped me out.

When a big corporation like 5/3 decides to increase fees with no notification or explanation to their clients, it's wrong. When they don't provide their frontline staff with an explanation to give their clients, it's wrong. When they offer no viable means of contacting their corporate customer service area to discuss it, it's wrong.

That's exactly what I've experienced. My safe deposit box fee went from $60 per year to $102 with no explanation. The box didn't get bigger, so . . .

But try as I might to find out why or lodge a complaint with the decison makers on high, I found it tremendously difficult. When I finally got to a Customer Service supervisor he told me that they value feedback, positive and negative. I let him know that he was wrong - they don't value feedback. If they did, there'd be a phone number for people to call and speak with a human regarding any issue, not just the issues they deem valid.

On the other hand, Gary handled the situation, gave me a discount and set up a system so it won't happen again. He even called me back to give me a status report.

NOW THAT'S CUSTOMER SERVICE. HIS COMPANY COULD LEARN SOMETHING FROM HIM.

[Brad Hutchison]

I've had a lot of problems with 5/3 Bank, but had a similar positive experience with Gary.