FRANKLY SPEAKING – 1

FRANKLY SPEAKING – 1

 

There are some of us who believe that the Branch Head alone is responsible for the development of the branch. And their tribe is increasing. They take immense joy in passing the buck to the Branch Head at the slightest excuse. They do not stretch one bit to solve the problem despite possessing adequate authority. What then is the way to arrest this “I AM NOT RESPONSIBLE ATTITUDE”?

Let me narrate one incident:

‘X’ has availed a loan of Rs 40000/ on a deposit of Rs one lac which would mature in the next 12 months. Now, ‘X’ wants a further sum of Rs 40000/. At the counter, ‘X’ is told that the maximum loan would on a deposit of Rs one lac is Rs 75000/ and that he can get only Rs 35000/. When ‘X’ pointed out that the Branch Head has assured him that he would get Rs 40000/, ‘X’ is told that the only way to get it is by refunding before maturity.

Points to ponder:

1)      Utter lack of knowledge of staff at the counter-loans up to 90% can be given on such deposits

2)  UNCARING/INCONSIDERATE ATTITUDE TOWARDS CUSTOMERS-Premature withdrawal would mean great loss of interest to the depositor, particularly when the maturity date is quite near. In this case, it was. Yet the staff displays ‘WHO CARES ATTITUDE’.

3)      Indifferent to its implications-the staff is indifferent to the fact that the branch may lose ONE CUSTOMER and also lose deposit of Rs one lac.

The Bank pays full salary to the staff despite his/her utter lack of knowledge. The Bank continues to protect all perks/allowances and benefits like LFC, leave et al DESPITE THE UNCARING/INDIFFERENT ATTITUDE of the staff.

Now why should you tolerate such MEDIOCRE/RUSTIC ATTITUDE? By continuing to tolerate mediocrity, you only breed mediocrity. In my opinion, letting them get away is a crime greater than the crime itself!

I would like to suggest some measures to overcome this:

1)      Executives, during their visit to the branches, must ask every employee (particularly officers) about his/her contribution to the bank. What business has he canvassed? How many customers has he met? Has he made any recovery?

Presently, executives spend more time with the Branch Head inside the cabin. This will dampen the spirit of performers as they hardly get an opportunity to share their achievements. As for the non-performers, they would be only too happy to keep a low profile! If executives were to have an interface with every individual, it will benefit in the following ways:

PERFORMERS	NON-PERFORMERS
Chance to share their views and strategies	Make them realize that their (non) performance is being watched
Make them feel important and keep them motivated to keep performing	They will realize that they cannot maintain this “I-AM-NOT-RESPONSIBLE” attitude

The Branch Heads are expected to maintain constant contact with important customers. Branch heads must take at least one officer and clerk along with him during such courtesy calls. Officer and clerk must be so rotated that most of us would have met –at one time or the other-such important customers intimately in informal atmosphere. Such meetings by the staff with important customers will help the Bank in the following ways:

• We will become more ‘sensitive’ to customers and respond better.
• Communication becomes easy and smooth and
• Helps us to develop a healthy Banking relationship as their requirements are better understood.

All acts of INDIFFERENCE must be dealt with severely, withdraw quarters facilities, no LFC, No Festival advance and such benefits.

Branch Head is responsible, undoubtedly. But NOT ALONE. We all have a role to play. Each one of us is responsible. Only when we join hands can we achieve the goals.

Our uncanny ability to tolerate mediocrity has been the major reason for the rot that has set in. We can not continue to wait for things to happen/change on their own. We must make it happen. Frankly speaking, letting things drift is a greater crime than the greatest crime. The sooner we try to change the system, the better. The longer we sit on it, the slimmer will be the chances of stemming the rot.

So then, my dear friends, EAT, DRINK, SLEEP AND THINK SYNDICATEBANK!(with due apologies to coke ad)