A novel approach to CRM

I heard something pretty shocking today from the head of CRM at Turkish bank Garanti.

Apparently if you go into one of their branches you have to swipe your bank card before receiving a ticket and waiting to be called.

Fair enough you may say – if it’s good enough for supermarket cheese counters why not banks?

But not all tickets are equal - there are four categories. Your high income ‘superstars’ get seen within five minutes, the pretty well off have to wait a bit longer and the great unwashed should be granted an audience after about ten minutes.

Non customers have to wait for up to half an hour. I would have thought it best to try and keep these potential new clients happy but Garanti say that if these people want to be seen sooner they had better open an account.

Banks like to offer potential clients all sorts of enticing carrots but Garanti seems to prefer hitting them with a big stick.