Question

Topic: Customer Behavior

Customer Perception To Loud Greetings

Posted by valerie on 4/19/2010 at 1:56 PM ET 250 Points
The CEO of bank is trying to help staff understand why "yelling" across the lobby to greet people is not professional; the staff feels the practice conveys friendliness. CEO wants approachable, interactive, friendly - yet professional and appropriate for a bank. He wants customers to feel comfortable, yet feel the bank is trustworthy and respects privacy. Looking for research/data re: factors affecting customer perception specific to banks/interaction with staff in lobby/tellers, etc.
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RESPONSES

  • Posted on 4/19/2010 at 4:23 PM Moderator
    Maybe it depends on the kinds of customers visiting your bank and what the local norms are. I wouldn't want to be greeted by a loud yell when I entered the bank, but I may not be representative of the folks who come into your bank. It's possible that the staff are more in touch with what customers want and value than the CEO of the bank.

    My suggestion: Do some simple research among bank customers and see what they think. Either way, their views will probably carry more weight with the staff than yours or the CEO's.
  • Posted by Jay Hamilton-Roth on 4/19/2010 at 8:14 PM Member
    It's a combination of cultural and traditional values. In Japan, calling out to people is the norm. In the US, privacy is more the norm. However, if the clientele is hard-of-hearing or if that's the tradition in the community, then you want to make sure people hear you.

    Rather than ask us, why not ask your customers what they like?
  • Posted by valerie on 4/19/2010 at 8:27 PM Author
    Thanks for the input and I do agree; however, in this case what I am seeking is existing research/data regarding customer perceptions based on interactions with banking staff.
  • Posted on 4/19/2010 at 8:50 PM Moderator
    In what country? It will probably be different in different parts of the world ... just as it may be different in different neighborhoods within a country.

    And any "average" data will be totally useless for your purposes.
  • Posted by valerie on 4/19/2010 at 9:17 PM Author
    This is in the Southeastern US - and again, while I agree - I am seeking overall data/existing research for this client. If anyone has a source for the research I am seeking, that would be great.
  • Posted by valerie on 4/20/2010 at 1:24 PM Author
    Thanks, karen. I have found a few articles as well by conducting various searches but not the ones you posted. I know the "yelling" thing is a bit odd, and in my opinion (in this case) a bit more of a human resources issue, but am trying to help out.

    Thanks again.
  • Posted on 4/22/2010 at 10:35 PM Member
    I think it depends on how people perceive the issue. I guess you have to agree with some of the people here. Culture varies so better ask clients themselves.
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