“And Then the Teller Gave Me This Look Like…”
Maygan Cianflone
Chief Operating Officer
In 2024, after years of dealing with frequent and extended power outages in our area—sometimes lasting five or six days—we decided to make a big investment in our home. Not only were we installing a generator for emergencies, but we were also retrofitting air conditioning. The past few summers have been brutal, and we knew it was time to upgrade.
We made the decision to bundle both a generator and air conditioning into one big project. After some back and forth and shopping vendors, we locked in, and I went to the bank to make a deposit. In the memo line of the check, I simply wrote, “air conditioning.” It wasn’t a fitting description, but I just hurriedly wrote the first thing that came to mind.
A small detail, right?
But when I handed the check to the teller, I was met with a surprising comment. She looked at the check, looked up at me, and said, “Wow, that’s a really expensive air conditioner.” It wasn’t said in a lighthearted or humorous tone—it was more like she was questioning the decision as if I was being ripped off. Even if we assume for a moment that she was trained to question suspicious memo notes, it was delivered in an unprofessional manner.
At first, I laughed it off and started to defend that it’s a big home project, not AC window units. I was embarrassed that I even felt compelled to explain. But as I walked away from the transaction, I couldn’t shake the irritation. Why was she making a comment about my deposit? It was like I was in an episode of Seinfeld..
“and then the teller gave me this look like..”
or “why is she talking about my Botticelli shoes?!”
If you’ve ever been in a situation where you’ve made a simple transaction at the financial institution (FI), only to be met with an unexpected or uncomfortable comment from a frontline employee, you know how it feels to have your relationship tested.
Empathy in Banking: It’s More Than Just Money
This interaction got me thinking about customer’s relationships with their bank. According to a 2020 survey by the American Bankers Association, 65% of Americans rated their relationship with their bank as important or very important.
We hear a lot about efficiency in the financial world, mostly digital convenience, security and AI driven. But with fewer face-to-face interactions in today’s digital world, isn’t there more that should be expected from those who do still work directly with customers?
Human interactions still matter. It’s those personal touchpoints—those rare moments when you actually speak to a human—that can take your relationship from good to great. Retailers have been making this a priority for years, sending training to frontline workers multiple times per week with a focus on how to make customers feel special and well served.
What Can FI’s Do to Improve Customer Experience?
It’s simple, really. Focus on a few key areas to improve customer interactions:
- Empathy Training: Frontline staff should be trained not only in the technical aspects of banking but also in customer engagement. The customer should always feel respected, especially when making significant decisions.
- Acknowledge Big Decisions: Large deposits shouldn’t be dismissed. Acknowledge the importance of the transaction in a friendly, non-judgmental way.
- Build a Relationship, Not Just a Transaction: Look for ways to engage with customers beyond just processing transactions. The goal should be to create long-term, trusting relationships.
- Focus on Service, Not Just Efficiency: Sure, efficiency matters—but great service doesn’t have to come at the expense of a personal touch. There’s a balance between speed and quality.
It’s the consistency that gets lost. Routine skilling is required to stay sharp in all interactions. The Takeaway:
Build Relationships, Not Just Accounts
