Citizens Bank On Main Street In Nashua
Posted in the Hollis Forum
#1 May 19, 2010
I was at Citizens Bank on Main Street in Nashua today at around 12:30 to cash a check.
I drove up and saw a very long double line at the drive through window, so I went inside.
There were nine people ahead of me in line, and no tellers visible at any of the teller stations. I saw that there were two tellers at the far end, mostly standing at the entrance of the drive through teller area discussing something with the tellers in that area.
A few minutes later, there were still nine people ahead of me and only one of the tellers had come back into the inside teller area, and then returned to stand at the entrance of the drive through teller area.
At that point I realized that cashing my check was going to be a 25 minute procedure.
I left the line and wandered past the offices that run along the edges of the lobby.
I walked to the other side of the lobby where there was a gentlemen sitting at a computer, talking with someone who was standing in front of him. I went past him and into a small hallway where there are offices, and there was one more bank employee talking with someone in her office.
No one asked my what I was doing, or what I wanted.
My question to Citizens Bank is this : Did it EVER occur to any of the managers or supervisors at Citizens that you should have adequate coverage of your teller window, even at lunch time?
Or should I say especially at lunch time, since that's when many of your customers can get to the bank.
This is not the first time I have gone to this branch where doing my banking was going to be a 20 or 30 minute procedure.
Is there a problem here? Or is this yet another example of big corporations having wonderfully cheery and warm ad campaigns but absolutely no intentions of following through on the promises that the ads make.
Remember the Citizens Bank ads that showed bank employees happily showing up at peoples homes to help them with their banking?
I saw that ad with my friends and we all laughed out loud. It was so obviously an exaggeration.
We cant get service at Citizens when we actually go inside, much less when we stay home.
So, here are some helpful hints for the people at Citizens bank, especially the Main Street office.
-Don't let your tellers take their lunch breaks when everyone else in Nashua is taking their lunch break, as that is when a lot of those people will need to run to the bank.
-If you have employees who stubbornly insist that they will take their lunch breaks at 12 and 12:30, FIRE THEM and hire new people who are willing to work for a living, and not just go through the motions.
-Count the number of teller windows you bank was built with and ask yourself "Why so many windows?"
In addition, I would like to point out that your bank was designed and built with many teller windows for a reason, and that reason wasn't to make little niches where you can put all your cute stand up advertising about how fantastic your customer service is.
As far as your latest marketing ploy goes, being a good citizen would probably have something to do with scheduling your workforce so that your customers can get waited on in a timely fashion, instead of cutting back on staff so that one of your executives can take more money home.
Hope this helps !
#2 May 19, 2010
Citizens Bank hasn't been concerned with walk up custo thatmers for quite some time.
They view it as an inconvenience at best.
They will be implementing a policy of charging their customers for teller services as soon as they believe they can get away with it.
But don't plan on that meaning more tellers and less waiting.
Having said that, I will add a positive note by saying that the branch in South Nashua on the Daniel Webster Highway near Chili's is usually well staffed. That's where I go.
#3 May 19, 2010
There's a couple of grumpy ladies who are tellers there as well. Maybe they wouldn't be so grumpy if they had a little help.
#4 May 19, 2010
Yeah, Citizens isn't too concerned with their lobby teller customers. They are much more interested in business customers.
I too believe they will be among the first in this area to charge for teller service.
You can tell when you bank there that you are just in their way.
#5 May 21, 2010
I have had similar experiences at that bank.
#6 May 23, 2010
I would like to add that they can be VERY grumpy at times.
#7 Jun 4, 2010
The Main St branch is horrible.
I use the one in the Stop and Shop in Hudson. They are super fast, and they are open until 7.
#8 Jun 10, 2010
Yes, that branch is very good. Fast and open late.
#9 Jun 20, 2010
I stopped going to that branch about a year ago myself.
I suppose that is probably what they want, but its too time consuming. Between the traffic and the indifferent bank staff, it just wasn't worth the hassle.
And I agree that it is ironic that a place that has such poor customer service also displays so many posters about what it means to be a "serious business ".
For myself, all those generic public relations posters just added insult to injury.
#10 Aug 27, 2010
I'm not very impressed with the customer service at this branch.
They seem to be annoyed that you are bothering them with your banking.
#11 Mar 8, 2014
The service at this branch has not gotten any better. Walk in customers are really just an interruption of their personal activities.
In addition, I am aware that people from different cultures present themselves in their own way, but would it really be an imposition for these ladies to learn how to smile? I don't believe that people should be forced to assimilate completely, but if it actually hurts to smile maybe you should stay home.
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