Paint Chips And Poor Customer Service

I readily admit that I am frequently not the easiest person to deal with. This is especially true when it comes to customer service calls. I do my best and have even made a more concerted effort as of late to be as nice and understanding as possible when I have to participate in these calls but sometimes it is really hard to keep my cool. I have been dealing with such a situation for the past two weeks as our insurance company which has had a tremendous track record personally has completely mucked up just about everything that I have called about and/or requested over the past month.

Thankfully, I have been able to keep my temper under control throughout this whole process but my patience is running thinner than [insert your cliche or original thought here]. And it hasn’t really been a matter of incompetence… as time goes on it seems to be more and more about laziness. I have made numerous efforts to communicate through email as well as by phone and I have even coordinated a time to speak with someone. When it came time for them to call at the time they promised, my phone failed to ring and no attempt at following up or explaining what had happened was ever made.

It has been a rather frustrating time especially knowing what exceptional experiences I have had with this insurance company in the past. Up until a few weeks ago I have had nothing but good things to say about this company but lately I have had to measure my words a bit given the last few people with whom I have had the displeasure of communicating (or lack thereof). And just think, this is without me getting angry, abrasive, or even difficult. I have done everything I can, within reason, to accommodate the company but have, as of today, nothing to show for it.

I would consider changing my insurance company but I have yet to see any rates anywhere near what we are paying. And I have given just about every agent and company a chance whenever they have popped up. It used to be great service and great rates and now it seems as though I am left with just the latter of the two. What’s even worse is that the most recent conversations with the insurance company they have tried to hard sell me all of their other offering before allowing me to resume my day. They may want to get better at their current job, complete their existing task, before even thinking about trying to sell me anything. And yes, I remained calm.

No More Fees For You!

Over the years I have had accounts at a variety of banks. For one reason or another, I have also changed banks numerous times. Usually it was because of location or the simple fact that it was bought out by one of the larger financial institutions. In the past it was never much of an issue as I didn’t have many automatic payments and I didn’t write too many checks. However, things change and I am now in the process of shifting things over once again.

While the hours at TD Bank have always been very convenient and the sheer size of the company assures that there is always a location just around the corner, the benefits pretty much stop there. Over the past couple of years I have watched as the various fees have been scattered throughout my monthly statements. I always pay bills on time but ATM and ‘Balance Inquiry’ fees have been a source of annoyance. I sometimes wonder what the account balance would be if those $2 and $3 fees over the past several years where returned. Actually, I really don’t want to know.

In addition to this, the speed at which transactions are processed is about as fast as a constipated turtle. Having already transferred most of our funds to another bank, I can say with certainty that this is not the normal pace at which a bank should be operating. A perfect example is when, some time ago, I transferred my credit card balance to another bank and while I know this other bank sent the electronic payment and posted it to the other account, it still took TD Bank nearly two weeks before confirming the transaction and reflecting that on my statement.

I am done with this particular company. Heck, this bank wasn’t my choice anyway as I originally had an account with Commerce Bank. So now I am taking my funds, as limited as they may be, and moving them to a local bank. While there hours and locations may not be as convenient, the service and speed thus far is something that we haven’t experienced in the past. When we have a question there is always someone there to answer it, transactions are posted within a day, and the fees have magically disappeared replaced by an interest bearing checking account. It is a bank that choses to deal with their customers not solely the accounts associated with them. It is nice to be a person again… a welcomed change… only the latest of a year full of changes.

Brace Yourself To Be Kicked In The Fannie

Interesting discussions abound every week during our regular Rotary meeting. The diversity both in our members and our guests makes for a wide variety of views and varying levels of passion about any given topic. With so much going on in the country and world today there is an endless stream of talking points to spur impassioned dialogues.

Our guest this week, Matthew D. Weglarz, brought to the forefront one such topic when he discussed the ever changing lending market and the possible implications if Fannie Mae and Freddie Mac are allowed to fold. Most notable of the probable outcomes would be the privatization of the mortgage industry and the subsequent elimination of terms extending beyond 15 years. This would be in addition to the increased interest rates that would reflect levels that haven’t been seen in over 30 years. Of course, these are suppositions at this point and like many events in the past we won’t know the true outcome until it happens as there are too many variables to fully comprehend.

Matt, who works for Merrill Lynch Wealth Management and serves as Vice President and Resident Manager for the Philadelphia and South Jersey Regions, was very concise in his outlining the current situation that exists in the lending industry but also touched upon his own journey that shapes the way he conducts himself and treats others. The journey that lead him to his current position was not one that is commonly heard of in the executive ranks of his industry.

It is the understanding on a personal and professional level of the highs and lows that exist in life and the extremes in means that exist in society that makes Matt particularly effective in not just helping people make the right decisions but also to give perspective to the raw numbers. Many people are great with numbers but it takes a certain kind of person to see the humanity in the arithmetic. It is something that we each have inside of us, something that Matt has obviously tapped into, and something that we should all keep in mind when we go about our work.

Look for the humanity in what may seem emotionless; find the flex in the immutable; challenge what is accepted as the norm; strive to achieve greater and greater things in life. Don’t just see these as ideas, see them for what they are… actions. We can see these actions in the lives of others, in people like Matt, and know that it can be done because it has been done. If you want to serve others know how to serve yourself as well.  

Penny For Your Thoughts

It was classification talk time this week at the Rotary Club of Bala Cynwyd – Narberth as we learned a little bit more about our newest member, and our new Vice President, Penny Hughes. Penny is thriving in her second career as a banker at Bryn Mawr Trust and after opening a new branch in Bala Cynywd she made her way to our club earlier this year. Transitioning from hair stylist to banker is not a scenario that you hear often but, having known Penny for some time now, it makes perfect sense.

Bryn Mawr Trust is a bank that I know well as I grew up in Bryn Mawr just down the street from the bank’s original location (still  there today). My family has been at that bank for decades and I plan on transitioning my accounts over there at some point in the near future. I consider the current location of my accounts as the consequence of youthful naivety.

Penny, who serves as Branch Manager and Vice President at the Bank, is the embodiment of why I plan on moving my finances to that institution. It is the personal attention, intelligence, and a common sense approach that is unparalleled in a national institution setting. Anything and everything can be handled through the various departments at the bank in the same manner whether it is a simple banking need, loans/mortgages, investments, insurance, and various other needs.

Penny’s journey at Bryn Mawr Trust is one that is fueled by her intelligence, people person personality, hard work, and inspired by her philosophy on life passed down from her Grandmother. Working her way up from a part time teller to a VP and Branch Manager, Penny is the embodiment of the American Dream and she is proof that even if you do something for 20+ years doesn’t mean you can’t change and be successful in a completely different line of work. And now, of course, that transition has brought her to Rotary.

Penny’s exemplary attributes are why we have decided to appoint her as our club’s Vice President. I look forward to working with her in the years ahead as I know she will bring the same fervor and love of people and service to Rotary as she does to her job. As a small club we have to watch every penny and now we can watch what great things can be accomplished by one Penny in particular.