One of the readers of my newspaper column owns a bar/restaurant.
Recently she told me that one of her bartenders accidentally rang in a $6 charge twice on a debit charge card.
They found the mistake the next day and corrected it by reimbursing the $6 to the customer.
The customer called back and said she had a problem.
Her debit card bank, US Bank in Boise, charged her $160.50 because her debit card (due to the bartender’s error) went over by $2.00.
The owner called the bank there because he found it difficult to believe the customer’s claim of the amount she was charged. The bank verified the fee and said “nothing can be done about it”.
What the bank employee’s “nothing can be done about it” comment really means is likely one of two things:
Either a not-too-customer-centric “I don’t want to do anything about it.” or “My boss won’t let me do anything about it.”
Not wise, but not unusual depending on the management involved.
Of course, my friend the bar/restaurant owner reimbursed her for the $160.50 bank charge.
But she was curious, so she called her business bank here in Montana to discuss their procedures.
She was told that at $27 per overdraft charge, it can add up as far as the computer system shows. However, if the customer were to call (as the bar/restaurant customer did, and as the bar/restaurant owner did)) and explain the errors (restaurant wrongfully double charging, and only $2.00 over her limit) the bank would waive those fees.
I’ve had experiences with this same bank where checks were accidentally written on a closed account. Once the check amounts were paid, the fees were refunded.
In other words, they have a policy (a good thing), and they have some automation in place (usually a good thing) but they also have a human side as well.
A very good thing.
There’s nothing wrong with having strong policies in place. And there’s nothing wrong with using automation to help run your business (I’m the last one you’d find telling you not to automate), but you should always leave room for the personal touch.
There are some businesses that realize this and make a point of empowering their people to make a decision that is right for the company and the customer.
Yours should be one of those.