Lloyds just get worse with the hard sell

willo65

Kavanne wrote: »

You can indeed, provided the member of staff in question has half a brain and knows how to change contact preferences.

I think this is a very derogatory comment towards the branch staff as this needs to be done in Back office and most front line staff are not trained in using back office - particularly the cashiers

Kavanne

willo65 wrote: »

I think this is a very derogatory comment towards the branch staff as this needs to be done in Back office and most front line staff are not trained in using back office - particularly the cashiers

It doesn't need to be done in back office in telephony. This may be different in branch though, of course.

chambta

Jesper wrote: »

With all due respect, your beliefs are mis-founded. As I said, I used to work for HBOS and as someone has pointed out previously, upon swiping the customer's card on the computer, a dialog box in bold red writing warns the teller that the customer has opted-out of any kind of marketing and as such should not be asked.

Fair enough. But RBS/Natwest definitely don't.

Extant

Having checked, Barclays apparently do not have an opt out for over the counter marketing either.

chambta

Seems HBoS are the exception rather than the rule.

Inactive

chambta wrote: »

Seems HBoS are the exception rather than the rule.

Good on them, shame that the others cannot follow their good example.;)

Aegis

Jesper wrote: »

With all due respect, your beliefs are mis-founded. As I said, I used to work for HBOS and as someone has pointed out previously, upon swiping the customer's card on the computer, a dialog box in bold red writing warns the teller that the customer has opted-out of any kind of marketing and as such should not be asked.

It's not an FSA requirement to offer an opt-out of counter marketing. Distance and face-to-face marketing are covered under different regulations. In this case, HBOS has decided to implement this.

Personally I have no problem with the occasional face to face offer, as I am already talking to the bank for my own reasons and can just say no. I object much more when I'm being phoned at home during my free time, which is why I opt out of telephone marketing for all banks, including my own employer.

You can't really hold it against a shop of any description (including banks) if they try to sell you something when you come to them. It's just the way the world works. It can be a little annoying to have to turn down salespeople, but it only takes a couple of seconds.

Inactive

Aegis wrote: »

You can't really hold it against a shop of any description (including banks) if they try to sell you something when you come to them. It's just the way the world works. It can be a little annoying to have to turn down salespeople, but it only takes a couple of seconds.

But, a bank is a bank, it is not a shop, huge difference in my book.

Aegis

Inactive wrote: »

But, a bank is a bank, it is not a shop, huge difference in my book.

A shop is a retail supplier of goods and services to customers.

A bank is a retail supplier of services to customers.

I don't see a huge deal of difference between them to be perfectly honest. I never have, in case you wanted to attribute this to my brainwashed state or anything similar.

JamieD_2

I'm intruiged by the different attitudes toward the ethics or morality of "selling". Obviously a bank or building society is a profit making organisation, and within branch level sales are an important factor, but is this relevant. Is it the motive or the outcome which is important when determining whether it's bad or good. For example:

1. Ann is a selfless, well intentioned Adviser who really wants to help the customers out and improve their lives. Through misjudgement or inexperience, she sells a loan which the customer can't afford and will eventually cripple them financially.

2. Bob is only interested in maximising his sales points and couldn't care less about the customer. However, the loan he sells is perfect for the customer and puts them on a solid financial footing.

Clearly, neither is the ideal Customer Adviser and outside the thought experiment there is scope for mis-selling. However with the central issue, which is more important - the intent or result with which your bank deals with you?