Cust. Service at its best LO8777

Judith Weiss (jsweiss@mail.utexas.edu)
Wed, 31 Jul 1996 12:34:09 -0500

Hi folks! I mean to post a lengthy meaningful jargonful quoteful discourse
containing systems, chaos, corporate layoffs, values, wisdom of ancient
cultures, and the kitchen sink real soon now, but in the meantime I
thought you might all enjoy this tidbit that was forwarded to me.

Judith Weiss

>Posted on the WELL by Jennifer Dalton <bristle@well.com>
>>From popcult 215:457-458
>
>"entrenched transactors" - people who refuse to bank by atm or computer
>and waste the bank's money/time by using tellers. (a friend of mine works
>for a consulting firm who was hired by a bank to come up with strategies
>to get these pains in the asses to get with the program. There were nine
>categories of "entrenched transactors," and a strategy for each was
>developed to get them to switch. Strangely enough, the 9th category of
>entrenched transactors were "aspiring actors," and the strategy w/ them
>(since they have no money) was to be rude to them and "risk attrition.")
>
>Oh, and his consulting firm was also working with a team of architects to
>design bank lobby areas to be as uncomfortable and unpleasant as possible.
>He described the plans as "you walk in, there's a bank of atm machines.
>You walk around the bank of machines and there's a moat with
>fire-breathing dragons in it and beyond that, the tellers."

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Judith Weiss * jsweiss@mail.utexas.edu

http://galaxy.tradewave.com/editors/weiss/APINintro.html
Assault Prevention Information Network: self defense, workplace violence,
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Also check out the Re-evaluation Counseling site: http://www.rc.org/

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jsweiss@mail.utexas.edu (Judith Weiss)
 


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