Personal, passionate service makes all the difference.
Part three in our series on brilliant client service focuses on Metro Bank, Britain’s first new high street bank in over 100 years and a genuine challenger to the way traditional retail banking serves its customers.
Founded in July 2010, the bank has quickly moved to the forefront of this cultural shift, priding itself on service rather than price… but what exactly is so different about their service?
They focus on experience
Staff are not subject to sales targets; their reward structure is purely based on customer satisfaction scores tracked on Net Promoter. The idea is common sense, more than anything: whatever you incentivise, that’s what your people will go out of their way to achieve.
Metro Bank stores also open and close ten minutes earlier than advertised. This means if you’re running a little earlier or later than expected, the doors will be open.
They exceed expectation
It’s often the little details that make the biggest difference to our perception of service and convenience in a homogeneous market. Metro Bank are the only bank open 7 days a week, 362 days a year, for instance. If a customer loses their bank card, they are able to cancel the card and have a new one reissued in-store, on the spot. This exceeds expectation and positions their service as unique.
They treat their customers as ‘fans’
Every business looks to inspire loyalty and devotion among their target market, but few talk about people who use their service as anything other than customers. Brilliant service is about making each person who walks in the front door feel valued on an individual level.
Their business is littered with stories of personal touches; meeting people at airports with a new credit card; driving out to people’s houses when they’ve forgotten their purse; providing bowls of water for customers’ dogs; running out with a brolly when they see people stood outside an ATM in the rain. Here’s a business that takesevery opportunity to develop their service, and make it unforgettable.
With authority, experience and reputation comes great expectation… When your standards of service are set way above the average, the task of WOWing your customers becomes much harder. Part nine in our series focuses…Continue reading