Today I met with Andy Bray, the regional manager for Kiwibank business and Wellington area manager Brian Davies – in response to the previous post on Kiwibank Business. I’d left Brian a message last night, but I’m pretty sure they also got the message though several other channels – including Bernard Hickey’s email missive to bank execs.
We met almost exactly 24 hours after the previous event, and in exactly the same location. Only Andy and Brian where there when I knocked on the door, so I wasn’t able to pass on the offers of employment for Sean.
Andy and Brian get it.
They are very concerned at the experience I and others have had, and they are definitely reacting – though they would not (and this is fair) say exactly how. They won’t get my business as I’m pretty sure that the folks in that office wouldn’t tolerate that, but they did listen and they are endeavoring to improve.
This is a great customer service moment for Kiwibank, and how they reacted is important. By calling back early, using the people on the ground to do so, and by inviting me back into the lions den they are demonstrating that they want to get this right. They could do more – but they are, for example, constrained by policy from commenting directly on the post.
What happens next will be interesting. I’ve given face to face feedback to BNZ a number of years ago, after I made a lengthy comment by internal bank email about their website. However at the time I got the feeling they were not listening nor able to react, and sure enough very little has changed since.
So we shall see whether Kiwibank Business changes or not. The branch happens to be in a post office which I use now and then, so any physical changes will be evident. I’d also love to see online sign-ups for business banking – calling an 0800 number is so 1980’s and face to face banking is so 1960’s. Andy promised a coffee sometime in the future – and I will take him up on that.