This morning I had another patetic experience at my bank, here in Barcelona. Whether your dealing with a bank, an internet provider or a supermarket, service simply sucks in Spain.
El Banco
Coming from The Netherlands, it was a shock to do business with a bank in Spain. What stroke me most is that you have to pay for just about everything. If you withdraw your own money you pay. if you need to make a simple transfer you pay. If you need to have receipt duplicates, you pay too.
In my view, since banks exist off their customer´s money, they should show some appreciation and give some good service in return. My experience in Holland is by far the most positive one. I don´t pay anything to withdraw money (anywhere in Europe), nor to make transfers and payments. Online services are just impeccable.
But above all, I am treated with respect.
El Jefe
This morning I tried to explain to the bank´s director (yes, I was so pissed off I walked into the director´s room) how insane I thought it was to charge me one euro fifty to press a print button (I needed to have some receipts printed out). He refused to listen to me and to acknowledge an outraged customer. Instead, he went on about that if the bank dind´t charge me, how else would they make a living.
For fifteen euros he lost a client, probably two or more.
How much for a smile?
Most entrepreneurs, clerks and to some extend customers too, have no idea how much a smile is worth. It´s priceless, and you pay it with good service.
Good service is listening to your customers, placing yourself in their context and delivering just what he or she needs. It could be walking you to the right shelf, if you need to find a product in the supermarket. Or it could be bringing you some bread and olives (even if you have to pay for) if you need to wait another hour for your meal at the restaurant.
Pot of gold
I truly think that if you wish to win hearts and minds of customers in Spain, improve your service. Make people feel good and respected when they interact with you and your company. Understand their context, deliver what they need and show you are doing your best.
Surely it will have a very positive long term effect for your brand.
