Woes as an SBI Customer

The SBI, Margao Saga

Frankly, the mission, the vision and the values are meant to set standards that need to be admired, nay adored and replicated. But then complacency is the order of the day. Ask State Bank of India, Margao Branch and they will tell you this in no uncertain terms.

I recently went to deposit a minuscule amount, compared to the standards of the Branch concerned. I stood in the queue labeled ‘Single Window No 7’. And the wait was long… The only consolation was that the token system was out of order. I say ‘consolation’ because the last time I did take a token, I pulled out a number as far down as 174. When I looked up at the token board it read just 63 and it was 12 noon. A Good Samaritan advised me that I could come back at around 3.30pm rather than waste my time waiting. I took this wise advice and it paid off. When I came back at 3.20 pm, I just had to wait for 10 minutes before the magic number 174 was actually displayed on the screen signaling my turn!!!

What happened on October 29 , 2010 was an entirely different experience. As I approached the top of the queue in ‘Single Window Number 7’, I was in for a rude shock. The lady at the counter told a group of us, very rudely and in a very uncouth tone, that this was a queue for ‘Government Challans’. There was no board or any sign to indicate this. Yet she stuck to her guns and refused to relent.

I have personally seen that the functioning of the SBI branch at Margao, barring a few exceptions, has almost been paralyzed after it has been computerized. Even the Chief Manager, PBD or the other managers seem to be least bothered. They don’t seem to understand the gravity of the customers’ grievance. It is one of the richest branches in the country, I am told. Also, every employee has their job secured. So who cares!!!

I went to try and meet the managers personally, but either they were unavailable or too busy. It is surprising that India’s premier bank's employees need to behave this way. Whither our banking system???

But, given the slightest opportunity, the whole staff of the State Bank of India will join a nationwide strike, be it to demand an increase in their salary or to enhance their benefits. Is this really fair when they provide no customer satisfaction to clients, even those of almost 40 years? If one asks for an account closing form, though, they make all kinds of excuses and completely evade the request!

When really can we get this service back on track? Is it only going to be complacency on the part of the management and staff of SBI, Margao? Is it left only to a few individuals working in the bank and who respect the vision of the bank to actually give service to the customers? I really wish we could find solutions to this really fast. Many customers, who have depended on the service of the bank for years, are actually at the receiving end and are treated poorly. The bank officials simply don't seem to be not bothered. Someone will come in, make a noise and go. But there is no one to rectify the mistake. Even in this extremely competitive world of banking, the SBI, Margao staff don’t seem to be in the least afraid.

The higher-ups in the SBI have set a vision and a mission for the bank. It seems to be a lofty vision and mission,all complete with values too, that surely defines the customer as king in its own subtle way. But as far as SBI, Margao goes; the customer seems to be a burden. The impression most of the staff give is that the customer cannot really be the purpose of the business. He seems to be a rude interruption. He must be treated with disdain.

So when we look at the Mission Statement and the Vision Statement of the State Bank of India, nothing seems to tally with the actually ground zero reality. Is this all a hallucination!

Mission Statement

Develop into a top rate, nimble footed banking institution committed to excellence in services to its customers, enhancing stakeholder’s value though care and competence and fulfilling obligations to the community at large.

And there is also the very inspiring vision statement that reads:

Vision Statement

• Attain high standards of efficiency and professionalism and core institutional values comparable to the best in the field.
• Possess world-class standards of efficiency and professionalism rooted in the core institutional values of the State Bank Group.
• To be a committed, caring and responsible corporate citizen
• To provide a satisfying work environment with opportunities for learning, self-development and self-actualization.

And finally a set of ‘values’ that read:

Values

• Excellence in customer service
• Integrity and confidentiality

Well, are we living in a fairy-land; SBI, Margao?

I personally feel that every bank should give their customers some special service. It is indeed heartening to note that some private banks do this. Even most of the nationalized banks have understood the importance of having a customer, even if he will deposit only a Rupee. It is high time banks like the SBI, Margao branch realize this necessity. Banking today is a necessity for the banker and a luxury for the customer. I do hope the officers of the concerned bank realize this or they would do well to stock a good number of account closing forms.