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Customer Service: Great Job, Zions Bank (update)

I wanted to share a quick customer service success story with you. My congratulations to Zions Bank for going the extra mile to keep our business.

A few weeks ago, my wife Lynne headed to the bank to deposit three checks she had received from customers of The Rusty Locket, her small-but-growing soldered jewelry business. She had three checks to deposit, and recalled distinctly that she double counted them as she received them from our daughter who was holding them for her in the car, and handed them to the teller.

Later, when she reconciled with her online account, she noticed that the bank had rescinded one of the checks from the deposit. Concerned, she called the bank and was notified that there were only two checks received in the deposit. “I am certain there were three” she assured them. “We don’t have any record of a third check” they responded. “If you can find the canceled check we will be happy to include it” was their final instruction.

After searching the car, the house, and every nook and cranny in between, Lynne became frustrated and called to speak with a manager to find out if there was anything else that could be done. Here’s where the magic happened…

Lynne explained to the manager (Brian) that she was certain the check was delivered to the teller, and that she had contacted the originator of the check who was watching for the check to clear. The Zions Bank manager explained that because Lynne was a long-time customer in good standing, he would take her for her word and deposited the amount back into her account. It was a small amount, yet the gesture was much appreciated. He also challenged her to produce the confirmed check, in which case he would double the amount for her trouble.

Lynne was able to produce the confirmed check a week later and presented it to the Zions Bank manager who sincerely apologized for the trouble and immediately deposited a second credit in the (small) amount of the check into her account.

Mistakes are made every day in business. Handling them well with customers is a hard thing to do, but done well can garner additional loyalty. As it has for us. We spent several days lamenting our misfortune, but are pleased with the way our incident was handled and have told many people of our good experience with Zions Bank, and how they turned us around from ‘disgruntled’ to very happy customers.

Way to go Zions Bank!

Update: Today I received a very nice letter in the mail from A. Scott Anderson, Zions Bank president and CEO, He thanked me for my comments herein, and re-affirmed Zion’s apology for the inconvenience. Thank you, Mr. Anderson, for the terrific followup. Zions Bank has gone the extra mile, and we appreciate it.

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