How To Polarize Your Customers
(I live in a small village, and have been a customer of this bank for fourteen years. I am in there three or four times a week, and I know almost every employee. On this visit, there is a new teller. I just walked in the door and am the only customer in line. I wear glasses with transitions lenses.)
Teller: “I can help whoever is next!”
Me: “Morning. I just want this check cashed, please.”
Teller: “Actually, I’ll need you to remove your sunglasses first. It’s a bank security policy.”
Me: “Oh, sorry. These aren’t sunglasses; they’re my regular glasses. It’s pretty bright outside so they got dark. They’ll lighten up in a minute.”
Teller: “I’m sorry, but I can’t help you until you remove your sunglasses.”
Me: “These… aren’t sunglasses. They’re regular glasses. I can’t see without them.”
Teller: “I understand that, but you need to remove your sunglasses. I can’t assist you until you do that. It’s a bank security policy.”
Me: “Um, is there another teller available?”
Teller: “No. I’ll be right back.”
(The teller leaves and comes back with the bank president, someone who goes to my church and that I’ve known for years.)
Me: “Hey, [President].”
President: “Hey, [My Name]! So, [Teller] says that I have a belligerent customer who’s breaking security policy. Of course, it’s you. You want to rob us, too, while you’re here?” *laughs*
Me: “Maybe later. I’ve got a lot to do right now. Hey, can I get my check cashed? She said that she wouldn’t help me until I ‘took off my sunglasses.'”
President: “Sure! [Teller], cash the lady out. Don’t come back and get me unless she tries to rob you. See ya, [My Name]!”
(He walks back towards his office, and the teller cashes my check without looking at me. By the time she hands me my money, my glasses have completely lightened.)
Teller: *after counting back my money* “You know, you could have just said something instead of making me look bad. Was it so hard to take off your sunglasses?”
Me: “You have a great day, too.”
(I’ve haven’t seen her there again.)
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Question of the Week
Have you ever met a customer who thought the world revolved around them?
