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Posts Tagged ‘poor corporate policies’

Big banks and fees – here they go again

Wednesday, October 12th, 2011

In response to new rules that recently went into affect designed to insulate merchant’s excessive fees, Bank of America, and Chase have decided to shift the burden to their customers by having them pay a monthly 5.00 fee for the privilege of using their debit cards. And, just one swipe per month will do ya! Wells Fargo is also trying out a lower fee of 3.00.

In fairness to the banks it is important to point out that they have spent hundreds of millions of dollars to create a system that provides for debit card services. This investment included the technology and infrastructure to support required, to offer debit card convenience. Wal-Mart and Home Depot led the efforts to alleviate the cost to the merchants through legislation. I personally would have supported relief for merchants generating under fifty million annually.

Needless to say, the fees are being shifted AND because the big Banks have lost their credibility for goodwill – it is difficult to feel sorry for them. So let me reiterate, this is a charge levied against you for accessing your own money! So, let’s get this straight, first you get paid literally next to nothing for giving them your money to invest, then they charge you excessive credit card rates* for you to borrow (compare your APR to the current Prime rate for lending – even 8% is excessive)

Worse yet, many small business owners today are often sneered at by these guys at the idea of giving them a loan, or a decent line of credit.

Fee addition: How did we get to this?

For any of you old enough to remember, there was once a time Banks actually liked their customers. Rather than charging excessive interest rates on credit cards and loans, they actually paid decent rates for holding your money. Now of course, one hardly is paid anything at all (if anything) and for many, is expected to pay them to take your money.

Banks use to climb over one another to offer you a free toaster or microwave oven if you opened an account with them. Then came the ATMs. Suddenly they were offering additional incentives to get us all hooked on using ATMs. The banks also competed for bragging rights as to who actually had the most ATMs. Then the big push began to encourage consumers to use their ATM cards (soon to be renamed their debit or check cards. Of course all the incentivizing and bribing was not necessarily carried out to the benefit of the customer (as the banks would have you believe)

  • Labor savings – ATM machines kept their cost down by allowing banks to eliminate staff, which would have been previously required to manage those who needed to cash a check. In addition, automated withdrawals though ATMs also reduced human error through computerized record keeping.

As an added bonus, banks realized a financial bonanza in charging non-customers excessive fees to access their networks!

  • Debit Cards – As with ATMs, debit card use was incentivized to lower their cost of business under the guise promoting customer conveyance. Once again, it reduced the labor cost of constantly refilling their ATMs with cash. Better yet, removed another roadblock for a customer to spend money if they did not want to use their credit card. Now, the “I will need to write a check or withdrawal from the ATM” obstacle was eliminated.
  • Overdraft Fees – For years, banks enjoyed another money bonanza of offering overdraft protection for anyone who spent money without having an adequate balance. The majority of those affected were not intentionally over-drawing, they just neglected to double check for new fee’s banks were slipping in which affected their balances.

  • Fee’s are like heroin to banks – Senior Bankers I have spoken with actually confided that they have “fee committees” set up to think up new fees! It is an addiction for Banks to both make up and enforce them. Therefore, when they are taken away to the benefit of the consumer, well, the banks, like any heroin addicts, get upset!

Rather than placing focus on taking care of their customers and encouraging long-term satisfaction, Bank of America, Chase and Wells Fargo are moving forward with a plan to access fees for their customers who use their Debit Cards – and the continued war against their own customers grinds on. Well unless their customers wise up and move their money to a Bank or Credit Union that is not so fee addicted.



Wednesday, February 16th, 2011

Picture this, a woman sits at her desk coughing and sneezing into a soiled piece of tissue. As she does, looking sick and miserable, her co-worker tells her that her appointment (a customer) is here to meet with her. For a moment, she sighs in anticipation of the ghastly prospect of meeting while feeling sooooo sick. Suddenly the Alka Seltzer cartoon character appears to assure her that with him, everything will be just fine. “Yes, Ms. Office Cubicle Hero, you too can be the strong trooper for your company and even sick, can grind through your day – because Alka Seltzer will ease your symptoms!”

What the ad fails to convey is that Ms. Office Cubicle Hero will most probably infect over half the office with her illness, not to mention her customers! Now how irresponsible is that??!! Unfortunately, many companies still don’t get it.

Pressuring people to come in sick only worsens the level of productivity and loyalty. Customers don’t like it either. For many, it is almost akin to doing business in a dirty rest room. You wouldn’t  want to meet there, would you?

While conducting employee interviews designed to improve motivation and performance, we run across this issue and concern too often. “Why, personnel will ask, are we expected to come in sick and infect our fellow workers?” Not only is this kind of policy short sighted from the perspective of productivity, but it is also a policy that breeds resentment and passive aggressive behavior.

Customer surveys reflect an equally negative perception, particularly in food service sectors. Wrote one customer, “I am glad to have had the opportunity to fill out this survey today. I really have a problem with your establishment having my food served by someone who is obviously sick and should not have come to work. Consider this note as my “never to return again notice. My money is better spent on businesses that actually care about their people and customers alike!”

It is time that this be a hero by coming in sick mentality be stamped out once and for all. Let’s begin with responsible HR policies regarding sick leave (even in a bad economy), and hope that the proprietors of items that mask the symptoms, but not cure the illness will get the message as well.