excellent post.Never knew this, appreciate it for letting me know….

If you have something interesting there and is presented will, you will get those visitors to hit back again.

I also see a huge difference of the customer services between large banks (HBL, UBL, MCB not a good service at more branches) and comparatively smaller banks (MB, FB) etc.

Where was the floor manager or some one who was looking after the KPI regarding maximum amount of time it should take a new customer to open an account?

mansoor: The point of my post was not to beat up on Faysal bank. I have heard good things about them too. As I said above, I realize that every person or organization can go through a disaster day where most things go wrong.

The point was to transfer my negative experience into positive learning.

Startup: Why did not I think of that

However, I have also been a client with Faysal bank, for the last three years infact, and have had my account in two seperate branches. I believe i was fortunate enough to have good customer service reps at both places, because i didn’t face any issue whatsoever.

At the first branch, my employee account was opened by the office staff, i didn’t even have to go to the branch. just signed an authority letter and got my account number immediately and the checkbook in a couple of days.

The second time i opened, i was told the refferal requirement wasn’t necessary anymore, i only needed a letter on my company letterhead about my employment status. It took my three days to get that from my head office, and in the meanwhile, my account was opened on the basis of my business card (with the condition that i would submit the letter asap). No hassle there.

On the day of the opening, i was told the system was down and not issuing account numbers.. so i just gave them the money, had my deposit slip signed and left. Two hours later, they called me on my cell, gave me the new account number and confirmed the deposit slip had been processed. Even gave the transaction number of it for my records.

Lastly (and the one reason i think i’ll never shift!), i wrote two checks from that account. When the checks came to the branch, they saw i didn’t have enough money in my account.. instead of rejecting the checks, they *called* me, saying they had stopped processing them, and if i came in that day and resolved the issue, the checks wouldn’t bounce. I went there a little while later, found out that the problem was with their system, resolved it, was apologized to profusely, and left.

I dont believe any other branch would give that kind of customer service to their regular customers (note: i am a regular customer, not a gold, platinum or high roller one).

p.s.
my new branch is F-8 Markaz, Islamabad. Old one was Sh-e-Faisal, Karachi.