But I still complain when their service sucks (which unfortunately is more often than not), as I refuse to try to be silenced or bought.

In my wife’s finance class the other night her prof said:

“The first lesson: banks are not your friends.”

Your post made me think of this quote.

It use to be that I felt the bank was there for my best interests, but an aggregate of bad experiences has taught me otherwise.

I hate it when they ask for your client number on the phone so they can route you to different tiers of customer service….no, I want the top service regardless of my account balance!

Cheers,
Mike

The customer who made regular weekly visits and deposits was offered beaucoup premiums; meanwhile the operations side of the house knew this customer was a loss leader i.e. used the local branch as a “pass-through” to other banks, thereby preventing the local bank from earning any “float” (deposit interest).

Put 2 and 2 together, though, and it turns out that customer should have been the “last” one who should be receiving the premium offers. Other more deserving customers who had parked large deposits should be the ones rewarded for their stability. The reward system was all backward.

It’s just not possible for some businesses to steer their battleships 1 or 2 degrees of present course, because powerful tides and currents are hitting them in the bow.

That’s not an excuse, though. The more we complain against hidebound, inept organizations and vote with our hearts, minds and wallets, the more we influence change.

Its unfortunate though how often companies fail to act on the wealth of communication that is being shared with them.

And frankly, it ticks me off! If we were to ALL start voicing our concerns, then we’d all be better off, save time and money. Think about it: You had an issue, which you then took the time to Tweet, which got followed (lets say 10 minutes total composing, reading, replying). Then you were busily doing something up, when you were interrupted with the phone call from your “personal banking representative”. Another 10 minute conversation. That you then had to retrace your steps of what you were doing PRIOR TO the call, say another 5 minutes. So you’ve “lost” a minimum of 25 minutes.

It’s not the first time CIBC has had this complaint; and it probably won’t be the last. Now, had the 2000 people BEFORE YOU who had had this happen to them called PRIOR TO THis, you maybe wouldn’t have had to take this time, because it’s possible it would have already been fixed. So by you taking this time, it can get the ball rolling for something to change…which may, someday, benefit not only you and CIBC, but me, too (because I won’t have this problem, because you fixed it!).

Point being: Thank you for taking the time to stand up for your rights and mine, for blogging and creating a dialogue, and for putting forward the idea that we, as consumers, DO have the power to change things.

(PS: Want more proof? Check out http://www.moveyourmoney.info to see how, in just 3 days, consumers across the nation are awakening other banks by pulling their money and moving to community banks. Ah, the power of social media!)