If you're new here, you may want to subscribe to my RSS feed. Thanks for visiting!

There is one thing that really makes me frustrated, it’s when banking situations arise from personal experience. It’s just less stressful when banking problems happen to the other guy.

I just posted Citibank Staff Incompetence Costs Me $1,000 and Stranded for a Weekend in Philly and it made me wonder about when it is ethical to say you’re sorry.

When is it okay for a banker to really apologize for a mistake? I’m not talking about the “I’m sorry you’ve had that experience but I can’t help you.”, pathetic excuse. I’m looking for that old fashioned, “I value you you as a banking customer, sincerely apologize for the error and we’ll do everything we can to fix the problem for you?”

Are modern banking ethics more about maximizing profit, avoiding liability and have we lost the ability to deliver good customer service with an insufficient investment in customer service?

What do you think?