Comments on: ADVENTURES IN CUSTOMER SERVICE: WELLS FARGO DUMPS ON A GRIEVING MOTHER

By: Betsy Wuebker

Betsy Wuebker — Fri, 03 Jul 2009 04:00:19 +0000

Hi Robin – This is so hard to believe for me, even though I can understand what might make someone think it was correct. Thanks.

Hi Jannie – It just doesn’t make any sense, unless the person is totally devoid of the ability to empathize. I think that’s the case here. Thank you.

Hi Jay – Thank you for commenting and thank you for sharing it with your colleagues. It’s nice to hear that your perception of the company culture and values is different than what Judy experienced. It sure is hard to believe someone would act that way. Thank you.

Hi Sara – You’re right. These types of things generally occur when the person who is supposed to be putting the other person first, doesn’t for whatever reason. Narcissism? The inability to empathize seems to manifest itself more frequently these days. Maybe in the past we were shamed into doing so? I’ve been noodling with this topic and anticipate another post. Thanks.

By: Sara

Sara — Thu, 02 Jul 2009 19:43:45 +0000

Hi Betsy,

First of all, I send my condolences to Judy for her loss. As others said, the loss of a child seems unbearable.

What happened to Judy at Wells Fargo was unconscionable. No one deserves that sort of treatment. On the other hand, while I can’t excuse what the Wells Fargo woman did, I have known people like her and they’re not always heartless, even though they seem so.

Some people just can’t bend rules when they should. I don’t know why this is so. Perhaps it’s because they’re afraid. Scared to go against a rule because they believe something bad will happen or that they’ll lose their job.

Thank goodness in Judy’s case, the young man was there and helped her.

Sara´s last blog post..The Second Chance

By: Jay Radford

Jay Radford — Thu, 02 Jul 2009 19:11:58 +0000

For Judy,

I was saddened to read this post, and have shared it with others at Wells Fargo. I can’t offer an explanation for how this happened, but the situation does not reflect my company’s culture and values. Please accept our condolences for your loss.

- Jay Radford, Wells Fargo

By: Jannie Funster

Jannie Funster — Thu, 02 Jul 2009 00:10:50 +0000

As Robin said, some people just don’t have a clue. Most do. But some do not and unfortunetly that’s how it does.

It’s a matter of just common human decency, but for some reason peopole are just not reared correctly.

Jannie Funster´s last blog post..Like a bord on a wire, 9

By: Robin

Robin — Wed, 01 Jul 2009 08:34:05 +0000

Hi Betsy – they are unbelievable, aren’t they? Some people haven’t a clue – R

Robin´s last blog post..An Eventful Month

By: Betsy Wuebker

Betsy Wuebker — Wed, 01 Jul 2009 01:35:08 +0000

Hi Patricia – Anyone who is clueless about how loyalty is earned need only look to Friar’s post and this one. I’m beginning to think this wasn’t about following rules as much as it was being a jerk. Judy told me today the woman was texting as they approached her desk. She may have been embarrassed or annoyed at being interrupted. Amazing. Thanks.

Hi Lori – I agree. The oxymoronic customer service experience is something everyone can related to. It doesn’t have to be this way. But people don’t have to be mean to each other, period. Thanks.

By: Lori Hoeck

Lori Hoeck — Tue, 30 Jun 2009 16:01:09 +0000

I wish this story of costumer disservice was unique, but it’s not. Yes, the person needed more compassion, but when many employees are penalized for stepping the least bit out of line, put down for original ideas, or never allowed to think for themselves, it is a leadership problem. Call up any “customer service line” and all you will get is someone reading a script. Service is a concept, not a script.

Lori Hoeck´s last blog post..How our intuition warns of danger

By: Patricia

Patricia — Tue, 30 Jun 2009 03:56:10 +0000

My heartfelt sympathies go out to Judy and her family – a tragic loss.

I can not abide stories about unkindness and lack of human spirit, but I am afraid there are lots of people who are afraid and can only follow rules.

Friar has just written the tale of two brothers – his mother was seriously injured in an accident. One brother was treated humanely at his workplace the other brother was treated rudely and told to us buckle down and focus on his work.

Two stories in one week – that is too many.
Prayers for humanity and kindness
thank you for letting us know

Patricia´s last blog post..Agenda for a New Economy: From Phantom Wealth to Real Wealth ~By David C. Korten

By: Betsy Wuebker

Betsy Wuebker — Tue, 30 Jun 2009 02:30:38 +0000

Hi John – Funny thing is, this Wells Fargo branch is sort of a small-town one. I banked there for years. Judy didn’t have a choice because Ryan’s account was at Wells Fargo in L.A., so she had to go there. But you’re right, relationships in business do matter, no matter the size of the business. Too bad this woman couldn’t figure that out. Thanks.

Hi Ben – Yep, braindead. I have a feeling from the way Judy described this woman’s behavior, and from the fact that another person at the bank notarized her documents, that this woman was just out to be a jerk because she could be. That’s pathetic. Thanks.

Hi Hayden – I know. Unbelievable, isn’t it. Thanks.

Hi Tracy – I know your thoughts are appreciated. Thank you.

By: Tracy

Tracy — Tue, 30 Jun 2009 01:53:47 +0000

My heart goes out to the family, I can’t say anything that hasn’t already been said but I couldn’t go without saying how truly sorry I am for Judy’s loss.

Tracy´s last blog post..I am so ready for a 3 day weekend