Reference this page -yeah the Bank has its own page now- … from the link at the right, because this is the last main page post that will talk about First Source Bank:
Before I tell the probable First Source Bank employee what I think of her suggestion that I ‘just leave’ First Source and find another bank, I’d like to pause a moment and give a comparision between my bank and Blackboard, two companies with whom I do business on a regular basis.
|Amount of Money Involved||$$$$$$$||$|
|# of personal contacts I’ve had with named employees in the last month||10||8|
|Response to issue report||Accept customer’s report. Hang in there until it is resolved. Close loop with all customers affected by issue.||Deny issue exists. Minimize scope of issue (how many customers affected and/or impact on single customer). Inconsistent communication.|
|Effort expended to keep client’s business & to satisfy client’s need||Accepts client input into system requirements||Avoids engaging with customers.|
|Conducts client surveys and reports improvement results back to clients||Yes||No|
|Has a Client Advisory Group||Yes||No|
Am I being ridiculous comparing a bank with a software vendor? Comparing personal banking needs and a higher education institution’s license with a software vendor? I don’t think so.
As any consistent reader of this blog knows, Blackboard doesn’t do everything right. And Notre Dame hasn’t been 100 % satisfied with their product OR their service. But, as the First Source Bank employee may be hinting when saying to me “Just leave,” there are often compelling reasons for staying. Especially if the company you do business with is listening. Blackboard is. First Source Bank gives no indication of it. (Except by the comments of irate employees).
And in all cases, just in case they’re not listening: prepare an exit strategy. It looks like my bank exit strategy may not be living in my back pocket much longer…