Metro Bank – A Lesson in Customer Delight

Last week I needed a new business bank account.

I already have accounts at a couple of the high street banks and thought I would shop around.

First, I sent a message to one online asking for a call. No reply.

Next I popped into the local branch of another one. They were busy, but I left a card and asked somebody to give me a call that day. Nothing, nada!

So, I called my forward thinking accountant and asked his view. He suggested Metro Bank, he had heard good things like seven day trading, free banking etc.

This sounded good, so I called my closest branch in Reading. A nice young sounding man answered the call after 2 rings ( a good start).  But I had to go into the branch. Its ten miles, with poor parking and a potential traffic nightmare. ” Do I need this?” I think. ‘Give it a go” says my gut.

So, off we go into Reading. It’s not difficult to spot, a huge glass frontage suggests the usual bank- style corporate efficiency. I brace myself for the ‘trial by questions’ and a long job.

I reach for the ‘Push’ plate on the door. What’s this?  The door is swept open for me by a young man. You could have knocked me down with a feather! He welcomes me in, asks me what I am looking for and offers me a coffee.  I catch myself actually feeling a bit self-conscious and slightly uneasy, as if approached on the tube by a stranger. I am not used to this treatment.

I sit as asked, on a comfy sofa, next to a couple of other people.They look equally fazed, and we talk for a minute or two about how unusually refreshing this is in Reading town centre.  I am so surprised, I decide to take a photo (see above).

I am soon collected by another employee, who proceeds to sit me down, deliver my coffee and explain the procedure to open my account. A clearly well trained Niaomi explains the account, its benefits, and how it is different from other banks. I won’t list these here, it is up to you where you bank, but I would have banked there anyway, I was so blown away by the service.

My partner arrives and within thirty minutes, both checks are done, documents scanned, forms filled and the account is ready to go. It will take forty eight hours,we are told. Just as I am about to leave,Goncalo , the Business Manager, arrives, introduces himself and explains that he is at the end of the phone whatever the question, here is his direct dial number and he wishes us well.

‘Thank you very much’ we say and are on our way out, only to notice Niaomi,right behind us, she overtakes, gets the door and sees us right out into a rainy street, with a friendly wave. We both stand, looking at the door, in complete amazement!

What did they do in there that completely delighted me? Well they treated us as if our custom was important. They made eye contact they smiled and asked me what I needed and how they could help. They were warm, courteous and attentive. They explained why their service would suit a business like ours, and highlighted the many benefits.

It didn’t surprise me to learn later that, in the four years they have been around, they have grown based solely on customer referrals. No advertising so far.  The next day, I got a personal call from Niaomi to say that the account was open ( in half the time she had said). I then received a welcome email from Goncalo. Impressive eh?

So, a big ‘Thank You and Congratulations’ to  Metro Bank.

My experience this week has reminded me that the ( easily trained) basics of excellent customer management, consistently delivered with genuineness and positive regard by all employees, really are gold dust.

How can you dust off your service to delight your customers?