Patience shows exemplary service

by
I needed to have a document not only notarized, but “medallion-ized,” which only the manager or assistant manager can do at my credit union. I called the manager to make sure he’d be there when I arrived and we set a time to meet.
I appeared at the appointed time only to learn he was at another branch! I didn’t know he served two branches and he didn’t mention where he’d be, thus the mix up. His assistant called him and he instructed me to see Elva, the assistant manager.
Elva was very helpful, but said she’d need to see a recent statement for the account, as she was attesting to the funds in the account. The manager hadn’t asked for a statement for another account I’d had “medallion-ized” a few weeks earlier. I was the beneficiary of the account, not the account holder, so I was a bit miffed as it meant I’d need to get it and return.
I returned a few days later. This time, Elva read the documents more carefully. She discovered I also needed my father’s death certificate, which of course I didn’t have. However, we wanted to verify this was really needed before I traipsed off once again.
So we called Franklin Templeton (where the account was held) and talked to the patient and courteous Stacy Base. Stacy confirmed that I did need the death certificate and helped us with some other details that were confusing. After assisting us in many areas, she connected us to a colleague who was an expert on other parts of our questions.
When I returned with the death certificate, Elva medallion-ized the document and I was done in moments.
I was impressed with not only Elva’s patience in helping me through the confusion and offering to call Franklin Templeton, but her willingness to do some hand holding along the way.
* If you are in two sites, do you communicate clearly where you’ll meet your client?
* Are your people willing to call a third party to help out a cutomer, or do they just tell the customer to call and get back to them?
* Do your people help with a little handholding to help a customer in a confusing situation?

I needed to have a document not only notarized, but “medallion-ized,” which only the manager or assistant manager can do at my credit union. I called the manager to make sure he’d be there when I arrived and we set a time to meet.

I appeared at the appointed time only to learn he was at another branch! I didn’t know he served two branches and he didn’t mention where he’d be, thus the mix up. His assistant called him and he instructed me to see Elva, the assistant manager.

Elva was very helpful, but said she’d need to see a recent statement for the account, as she was attesting to the funds in the account. The manager hadn’t asked for a statement for another account I’d had “medallion-ized” a few weeks earlier. I was the beneficiary of the account, not the account holder, so I was a bit miffed as it meant I’d need to get it and return.

I returned a few days later. This time, Elva read the documents more carefully. She discovered I also needed my father’s death certificate, which of course I didn’t have. However, we wanted to verify this was really needed before I traipsed off once again.

So we called Franklin Templeton (where the account was held) and talked to the patient and courteous Stacy Base. Stacy confirmed that I did need the death certificate and helped us with some other details that were confusing. After assisting us in many areas, she connected us to a colleague who was an expert on other parts of our questions.

When I returned with the death certificate, Elva medallion-ized the document and I was done in moments.

I was impressed with not only Elva’s patience in helping me through the confusion and offering to call Franklin Templeton, but her willingness to do some hand holding along the way.

  • If you are in two sites, do you communicate clearly where you’ll meet your client?
  • Are your people willing to call a third party to help out a cutomer, or do they just tell the customer to call and get back to them?
  • Do your people help with a little handholding to help a customer in a confusing situation?
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