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By Mihar Dias (C) Copyright November 2022
Have you ever had an experience where a bank manager attended to you when you are in your own car parked on the curb?
Most people would answer "No" to the above question.
I have never had the pleasure of a branch manager who personally attended to me when I am in the car parked outside a bank.
In fact, I would be extremely lucky to get a glimpse of my own branch manager whenever I visit my neighbourhood bank.
He is usually hidden somewhere in the woodwork. They seldom walk about to say hello to customers in the banking hall as recommended by the MBWA (Management By Walking About) experts!
In the past, we knew of some VVIPs with substantial deposits who were able to conduct all their banking from home attended to by designated executives.
More recently we heard of a testimony given in court where an Arab-Malaysia Bank manager visited Najib's house to complete documentation and take instructions from him.
Apparently, this particular client probably never needed to step into any of its branches at all to complete his transactions. But then again he was a Prime Minister when this took place and he was a big time depositor!
The other extreme is a drive-in bank where you sit in you car and complete your banking transactions available in some parts of USA a couple of decades ago. But a branch manager is not likely the one whom you would see behind the counter.
Back to CIMB at Bukit Damansara branch where I had the opportunity to witness a branch manager at his best when attending to an elderly customer.
The manager who politely introduced himself as Jason took the initiative to attend to an old man in a car parked outside the branch.
That's indeed rare because during my last visit I hardly received any attention from the executive in charge of customer relations.
This branch manager deserves more than just a normal thank you note as an acknowledgement from CIMB top management for his kind gesture.
He deserves more than just a pat on the back for doing a great job. He went out of his way to assist a centenarian to renew his ATM card that recently expired while the customer sat comfortably in the back seat of the car.
When I saw how thoughtful and caring Jason was towards an aging centenarian, it immediately changed my impression of the poor service that I often had to endure at the branch all these years.
There is much to be learned from young Jason. Others may want to emulate him to improve their own lackluster service and performance.
Jason deserves to be nominated for the "Best Branch Manager of the Year Award" for his excellent customer relationship which is indeed exemplary.
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