STORY OF CUSTOMER BONDING

In November 2001 I was appointed AVP in Axis Bank and was mandated to set up a new branch in the bustling city of Ghaziabad, UP. It was a newly opened branch, filled with aspirations and dreams. Little did I know that an unexpected incident would lead to a remarkable bond between a valued customer and myself.

It was a quiet evening when an ATM at Rajnagar, Ghaziabad, ran out of cash and accidentally swallowed a customer's debit card during a transaction. It was an unfortunate occurrence, but what happened next would change the course of our relationship.

In the middle of the night, my phone rang, jolting me out of my sleep. It was the distressed voice of the customer whose card had been swallowed. He urgently needed access to his funds and was visibly frustrated. Threatening to escalate the issue to the media and tarnish the bank's reputation, he demanded that I retrieve his card and personally deliver it to his home by the following day afternoon.

Realizing the potential consequences of negative publicity for the recently established branch, I decided to take the matter seriously. Despite knowing that the bank's guidelines allowed 24 hours for card retrieval, I felt compelled to do something for this crazy customer. I understood the nuisance value he possessed and didn't want to risk the reputation of the bank or our branch.

Determined to resolve the situation promptly, I contacted the agency responsible for the ATM machine servicing, early the next morning. I requested their immediate assistance in retrieving the swallowed card, stressing the urgency of the matter. Aware that time was of the essence, I conveyed the importance of rectifying the situation before the customer's deadline of 12 hours had passed.

The agency swiftly sprang into action, understanding the gravity of the situation and the potential consequences for the bank's image. By 11 o'clock in the afternoon, the once-evasive debit card was finally in my possession, lying on my table in my cabin. It was a small victory, but an important one.

Realizing that a simple card retrieval might not be enough to satisfy the customer, I decided to go the extra mile. I instructed the Manager of Operations to purchase a beautiful bouquet of flowers and accompany me to the customer's home. I wanted to surprise him with a proactive approach that he would never forget.

When we arrived at his doorstep, the customer was astonished. He hadn't expected such a level of dedication and personal attention from the bank's Branch Head. The bouquet of flowers symbolized our commitment to resolving his issue and maintaining our relationship.

From that day forward, the once-frustrated customer became one of my most loyal clients. He recognized the genuine effort and sincerity we had put into serving him. He went above and beyond to help the bank whenever he could, whether it was achieving ambitious deposit targets or publicly appreciating the bank's services in local forums, press, and electronic media.

As the years rolled by, our bond grew stronger. We became good friends, even after I left the bank 18 years ago. The incident that initially threatened to damage the bank's reputation became a turning point in our relationship, showcasing the power of exceptional customer service and the lasting impact it can have.

Over the years, our friendship has continued to thrive. We celebrated milestones together, shared joys and sorrows, and supported each other through thick and thin. Even though I had left the bank but our bond remained unbreakable.

My once “crazy” customer became a trusted advisor and advocate for the bank. He used his influence to speak highly of our services and products, encouraging others to join the bank's growing customer base. His heartfelt testimonials resonated with the community, attracting more customers and business to our branch.

As time passed, I moved on to different endeavours, but our friendship remained intact. We stayed in touch, offering each other support and advice whenever needed. Our families grew acquainted, and we became a part of each other's lives beyond the realm of banking.

Through the ups and downs, our bond served as a testament to the power of customer service and genuine care. It taught me that going the extra mile for customers can result in not only their loyalty but also the formation of lasting friendships.

The lessons learned from that episode have stayed with me throughout my career. I have carried the spirit of exceptional customer service to every assignment I undertook, recognizing that the strength of a business lies in the relationships it builds with its customers.

Anurag Misra , Parul Joshi , Prof. Raginie Singh , Prof (Dr) J K Sharma Atul Khosla , Abhyuday Agarwal , Ramanuj Mukherjee , Archnna Chaudhary Abhishek , Parag Dubey Dr. Anshuman Kamthan Anshuman tiwari Dr. Anupam Mehrotra , Anupam Fouzdar Sachin Singhal , Prof. (Dr.) Deepak Bansal Dr. Shishir Gupta , Axis Bank LIBF MENA and Asia , Abdalla AlHosani Ravi Nandan Sahay Prof(Dr) Karunakar Diwakar Jha

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