Letter to a bank employee

Andrea Reynolds

359 Geneva Street, Suite 401

St. Catharines Ontario L2N 2G5

www.AndreaReynolds.com

info@AndreaReynolds.com

905-XXX-XXXX

November 16, 2007

XXXX XXXXXXXXX

Toronto-Dominion Bank

Scott Street

St. Catharines Ontario LXX XXX

XXXX,

I have an appointment with you on Wed. the 21^st at 1:00 PM. However, I am troubled by what I observed about your behavior. One of my business services is to observe how businesses treat customers… do they demonstrate empathy for the people they serve? I am hired by corporations to address this issue with employees and staff and I speak to business associations.  

Here is what I observed yesterday:

1.  You laughed out loud when I said I had been in hiding for 8 years in order to save my life. If you find humor in my decision to stay alive rather than be killed by a deranged stalker, then how can I expect you to ever take my financial matters seriously?

2. When I said I was in the bank to support a friend and neighbor you started speaking about the details of her situation. You didn’t know me and my neighbor was not present, so the conversation was, in my opinion, inappropriate. If you can discuss your customer’s private matters with strangers, then I don’t feel my financial matters will be kept confidential. 

3. I didn’t realize when I was speaking to you that you were the one who told my neighbor the day before there was nothing your bank would do to resolve her problem. Your statement added considerably to my neighbor’s distress and upset. She is the reason I was in your bank: to help her get resolution to a serious problem that you failed to assist her with. That’s not a kind or professional way to treat an 80 year-old woman who has been a good customer.

Because of these 3 reasons I’m not going to keep my appointment with you. 

Andrea Reynolds

Update, Dec. 1, 2007:  The bank manager called me to apologize and say that a meeting had been called and they were still deciding what to do about it. This bank said it is making a major effort to show kindness, warmth and empathy and of course, my letter caused them some discomfort. I had sent the letter privately to the person, but she, strangely enough, shared the letter with her boss and department. I thought she might keep the letter private and contact me herself with an apology and a plan to make changes in her behavior, but she did the opposite. The bank manager did the right thing. I'd be interested to know what else transpires with the bank employees.

PS At the time, I didn't tell anyone that I'd written and sent this letter including my friend/neighbor.