First National Bank
Could do with an organisational shake-up

This is not a direct complaint but I feel needs to be said. I am usually impressed with FNB, having moved all my accounts there, but today (and some prior irritations) left me wondering if they have become just another bank in South Africa (in a sector not well-known for its customer relations). As an organisational development consultant, and arriving at 08:30 hoping my branch may be one that opened at this time, I was less than impressed. Okay, I get it, you open at 9am; why not state this in the list of call options (yes we tried to call to find out but no use)? Secondly, when there is a queue of at least 40 people waiting, why not open a few minutes early (or is customer service and making money not your key goals?)? This, no doubt, would be an executive decision... perhaps having some management at the customer interface would allow better decision-making... at the very least some supervision before opening would be helpful. There is no point opening doors, to an already hostile crowd, and being completely disorganised. I am guessing the morning rush is a daily phenomenon. Why not be prepared with a few extra staff to assist customers?

Company: First National Bank
Country: South Africa
City: Eastgate

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