London Bank Finds Unique Way To MinimizeComplaints

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LONDON - (12/14/05) One bank here has pursued a novelstrategy for reducing customer complaints-it is removing clocksfrom its branches so members don't know how long they've beenwaiting. Newspapers here reported that NatWest Bank is removing theclocks, which had been prominent, as part of a company wide branchredesign and also so customers won't be as likely to count theminutes until their served. One employee was quoted by the Sun asobserving, ""If people have been standing waiting to see a cashierfor a long time they can get very cross. With a clock there, it wasdifficult for us to disagree with them. Without one it's harder forthem to complain."

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