Banks, Ski Resorts and Expectation Management
Sometimes the smallest things make a really big difference.
This morning I walked into a local bank and was greeted by a the following sign:
“We recently converted to a new core processing system to update our technology to better serve you . If it takes us a little loner to help you, we ask that you please be patient while we become more familiar with the new system. Thank you for your understanding.”
Another person walked in with me and emphatically said to the teller “My heart goes out to you, I know how hard it is to go through a system upgrade.” The teller smiled and said “It hasn’t really been too bad and everyone’s been really understanding about it.”
As I watched this interchange, I felt very proud for the IT leaders of Hudson Valley Bank who thoughtfully made sure that there would be appropriate notification about the system upgrade. (At least I hope it was the IT group who thought of it, but if not kudos to the branch manager.)
Moreover I couldn’t help reflect on a similar experience I had earlier this year when I was out in Steamboat Springs, Colorado and had the chance to experience the exact opposite. The mountain resort had undergone a similar type of retail system upgrade. However, no notification of this upgrade was presented in any of the point-of-sale locations. Not at the lift ticket lines, at the apparel shops or the rental shops. Time and again people stood on line frustrated and complaining to the various attendants who just kept apologizing again and again about the new systems and the time it was taking to get up to speed on them. I have a good friend who works in Steamboat and he was able to show me that the system in fact worked quite well it was just a matter of a couple of weeks of getting used to it. Nevertheless, the experience of tens of thousands customers (not to mention the that of the staff who had to endure the complaints) was extremely painful for all. And all for the lack of a little bit of expectation management up front.
It seems like a simple little sign shouldn’t make so much difference, but in fact it does. It’s just he way we are as human beings. When we are notified in advance of a situation that is likely to be a little bit unpleasant we are far more accepting of it and empathic to other people in this regard. But if you surprise us when we have an expectation of a smooth moving experience we have the exactly opposite reaction.
The lesson: if you are thinking about any sort of system change or upgrade try to put yourself in the place of not only the user of the system but of the people with whom the system user will be reacting and the changes likely to impact them. And when in doubt assume you are in retail. It’s the highest standard of all and one we can all naturally appreciate.
