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They Need To Renovate Their Expectations

, , , , | Right | November 23, 2021

I work at a credit union. One of our locations is closed for a week to replace the roof and do some other planned renovations. We have had signs on the door, lobby, and drive-thru for a month, and we announced it several times on social media and sent an email blast to all of our members. I am answering phones.

Me: “Thank you for calling [Credit Union].”

Member: “I am standing outside of your [Town] location, and it is closed.”

Me: “Yes, that is correct. That branch is being renovated.”

Member: “Well, no one told me. How am I supposed to do business?”

Me: “Our night drop is functional and being checked daily, and it is a time-locked safe. In addition, our ATM is fully operational and can accept deposits.”

Member: “This is crazy. What if I want to apply for a loan?”

Me: “You can do that right now over the phone or through our website, or if you prefer to apply in person, you can come into the [Town seven minutes down the road] branch.”

Member: “I just can’t believe no one told me.”

Me: “Ma’am, we’ve updated all of our social media this week, and we also sent an email to every single member. We have also had signs posted on our doors for a month now.”

Member: “So, how are you going to fix this?”

Me: “I’m not sure what it is you would like me to do, ma’am.”

Member: “Get [Branch Manager] to come over here and take my loan application!”

Me: “Ma’am, the building is under construction. [Branch Manager] is working from home for the week. I can transfer you to her regular extension and she can help you by phone.”


Me: “Okay, ma’am, as I’ve explained she is not going to drive to the building. It is Wednesday, and she will be back in person on Monday.”

Member: “What is your name? You’ll be hearing back from me about this.”

I never heard about this again.

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