Are your customers waiting needlessly?

I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to wait 20 minutes for her to print the forms for me to sign.

My question: Why did she make me wait an extra 19 minutes? She could have had the 2 pages printed waiting for me to sign. It would have taken me less than one minute to sign them and be on my way.

Toward the end, she asked if I was interested in switching my personal accounts to her bank. I thought, “With this kind of inconsiderate service, there’s no way I’d switch.” But I politely said, “No thank you.”

Is your employees’ lack of consideration for your customers’ time costing you business?