NewburyportNews.com, Newburyport, MA

November 20, 2012

This is how to run a bank


Newburyport Daily News

---- — To the editor:

The events recently at a local bank have to heighten our awareness of how vulnerable we are when computers are the center of most of our daily activities.

How to run a bank:

Do not send your customers new credit and debit cards with activation notices that will not work for five days.

Do not interrupt Internet banking without notifying every customer of your intentions to do so.

Do not provide a help line that will tell you to hold and then hang up on you.

Do not allow bank employees to make promises of Internet access repair, when they have no clue if those repairs will happen.

Do not shut down all the phones at several branches because you cannot handle the influx of complaints.

Do not give a customer your business card telling them to call with any problems and then not answer the phone for two days.

Do not assume these practices will work in a small town.

Do assume that a well-informed customer will be much happier with the service they pay for and with that information will be able to make adjustments to an unfortunate situation.

MIKE GONTHIER

South Hampton