TELL ME, what would you do? A bank accidentally deducts money from your account. Without knowing about the deduction, you write two cheques. A few weeks later, the bank sends you a credit note, indicating that the mistake they made was rectified. Not knowing a mistake was made in the first place, you then get a call from your doctor. Your cheque has bounced.
As soon as you get the call, you don’t even take a shower. You head straight there. You then find out that the other cheque has bounced as well; along with the fact that two hundred dollars in overdraft fees have been applied to your account. The clerks lending assistance are very helpful, so you feel reassured. You request a letter of apology to the doctor and wonder about the fee on returned cheques, after such a letter is sent.
The manager at the branch refuses to sign any such letter. She does not speak with you to apologise or explain, but simply tells her underlings that the rationale for not signing a letter was that “the error was not made at this branch.” Now, reader – cuhdear – if a bank made an error, whether the branch is in Timbuktu or Thorpes, you don’t think a “sorry” would help things out?
The manager passes by on more than one occasion. You see her sit in her office, as a man coughs on to your blouse. He at least has the courtesy to apologise. You get bad feels, since it’s now been two hours in the bank. The conscientious front desk personnel try their best to assist by calling the other branch manager, who promises to send a letter.
You ask the question, “What if – after receiving the letter – the doctor insists the ‘returned cheque’ fee must be paid?” The reply is to return and inform the bank. One day passes; you return. Almost two hours again, as the dutiful front desk personnel try to reach the manager where the error occurred. Manager tells them to tell you that the letter must suffice. Their error, but you must pay. Talk done.
You can stop imagining now, because I know you, NISE people and Kim Tudor must be getting real vex.
That experience was mine.
You see, that same bank has made errors in the past with my account. But, the manager at that time had actually taken the time to explain and apologise. We all make mistakes, that’s a fact. But it is the wrong-and-strong attitude, sadly displayed by those who should know better, that causes friction. That friction has caused serious faction and though I thought I would overlook it, I took the tough stance of thoroughly outlining the facts in a letter to the manager’s manager.
Folks, years ago, our parents and grandparents were pushed around and treated like sub-human matter. Let’s not propagate this cycle. If service is poor and there is no apology, please don’t sit in silence. And if you’re the one who dished out sub-standard service? Remember the power of a sincere apology.
Veoma Ali is an author, broadcaster, advertising exec and, most important, a karaoke lover.
