Patience and courtesy in banking

Anger, like love and hatred, is a basic human emotion. An out-burst of temper is a common phenomenon. We are all subject to it in varying degrees - some more, some less. By giving vent to our temper, we give catharsis to our pent up emotions, which help to restore our mental health.
The great political thinker Aristotle says "Anybody can become angry; that is easy. But to be angry with the right person, and in the right degree, and at the right time, and for the right purpose, and in the right way - that is not in everybody's power and is not easy".
He adds "I count him greater who overcomes his desire than him who conquers his enemies; for the hardest of victory is the victory over self". Anger has a direct impact on our patience and courtesy. Controlling anger keep us away from many serious problems in our both personal and professional lives.
Remember, patience is power - the power to handle any difficult situation or customer with calm and quietude. The English poet Longfellow says "All things come round to him who will but wait." Waiting needs patience. John Ruskin, the famous English author says "the first test of a truly great man is his humility". Humility and humanity are the qualities which can make an average person superior, whereas arrogance and aggressiveness can make a superior person into an average person.
The expectations of the customers are generally high when they visit any private bank. It is assumed that the staff of a private bank has to be well-groomed, well-dressed and professionally smart and alert. Customers ought to be received with warmth and a smile. And if customers are addressed by their names, this will give them a strong sense of respect, belonging and will create positive feelings between the banker and customer from the very start of their interaction.
Remember, customers are silent observers when they visit their banks. Most of the customers from their very entry into the bank premises start noticing every detail starting from the alertness and courtesy of the guard and the dealing of the bank staff till their exit from the premises. During their presence in the bank, they watch silently the setting and arrangements of the bank for the convenience of the customers, to the maintenance and upkeep of the premises, discipline, general behaviour of the staff with customers and their own colleagues.
This precisely is the time for the bank staff to create a good impression and build an image for the institution. The staff members must behave decently with all and need to be careful about their language, diction and actions. The customer should feel proud and happy in dealing with a good bank. No staff member should indulge in unnecessary arguments and show a non-professional attitude at any level. Be specific and brief, but courteous in your discourse with all.

Dealing the customers with professional fairness and firmness pleasantly, without coming under any pressure is an art. A professionally sound person would neither come under any pressure nor be scared of saying whatever he has to say. We have to show efficiency with accuracy, without losing ou9r temper. Demonstrate confidence and politeness in the face of rush or pressure of work.
This is the real test of our professional soundness, courtesy and patience. I repeat, we have to share with the customer our professional limitations, rules and regulations. It will be our duty not only to make him understand, but also to educate him for the future. Pay him attention; show him respect and give him a patient hearing.
Half of his anger and anxiety will be over. Understand his problem: either solve the issue or suggest to him the possible way out. No ego issues. If we or our colleagues are at fault, do accept the mistake with grace and dignity. We should not spoil our image and impression before him by giving lame excuses and unconvincing explanations.
When we are clear in our minds professionally and confident, we do not have to be defensive and apologetic. The majority of our customers would respect us for our clear, candid professional approach and sincerity in handling their problems.
We are bankers and are dealing with money matters, the volume could be small or big and the bank cannot afford any mistake or omission. A mistake is a mistake - minor or major. It is a matter of habit or carelessness which could be fatal not only for the concerned staff, his colleagues but also for the Bank. A watchful eye does not get surprise. "Care and Caution" and "Trust but Verify" should be the two major and guiding principles for all of us.
One of the legendary bankers gave a beautiful and catchy slogan to his bank staff and said "Be good to all human beings". Look at the wide scope of the message for bankers in particular. This means to be good to all your colleagues, friends, family members, seniors, subordinates, all you meet, known or unknown people and last but not the least, to your customers.
And if you can keep the people you deal with happy look at the vast spread and benefits of your goodness both in your professional and personal lives. Only shallow and complexed people show arrogance when they are in power and are respectful on a selective basis for their personal agenda. The banker should be like silk thread, which is soft to touch and hard to break.
Importance of quality "Human Resource" (HR) has a vital role in the success of any institution or a bank. A team of self-motivated and capable people with a blend of courtesy and patience are more likely to bring enviable results. These are the ultimate people, who are going to handle the customers and run the affairs of the bank. While giving reasons of the amazing results of his company, one of the Chief Executives of a British company said "I hired the best, paid the best and got the best".
Remember, whatever we are, it is because of our institutions. Due to our present jobs, positions and performance, we are respected by our customers and the people we meet. Without our institutions, present positions and image and integrity, no one will ever respect us. I again repeat we need to have a balanced professional approach while dealings with our customer.
In anticipation of any future eventuality, the foundation of relationship must be sound from the very beginning. When our customer grows; we also grow. If he fails; we also fail. As we look for a good and sound customer, a genuine customer is also looking for a good banker. A professionally sound banker is a blessing for the customer as a clean and sound customer is an asset for the banker.
A few years back, customer service was considered the major factor and basis of a sound and long-lasting relationship between the bank and customer. Things have changed now. We have to present a complete package of service excellence, competitive and attractive rates, professional guidance, attractive environment and special attention to our customers. All this require patience, courtesy and professionalism in the field of banking.
(The writer is a senior banker serving a private bank in Lahore)