Broke Bank Mountain

I’m coming around to the idea that this may be my job for the foreseeable future.

Go ahead Geoffrey, say “I told you so.” My little brother Geoffrey who has a lot of wisdom about these things lent me some money for equipment to start-up but declined the invitation to come and tend bar. “Every story I’ve ever heard about opening a bar starts with five years of no sleep.” “Fooey on that,” was my answer. And luckily, for if I had believed him or any of the other people who said so I wouldn’t have opened the cafe. And I’m really glad I did since I am learning so much. And who needs sleep anyway?

The thing I like best about it is jazzing with all the people who come in. Oh, well, and feeding them too. So I found it odd when the bank manager kept trying to find solutions for me that involved not dealing with people. I had gone in to talk to him about a few specific problems that I was having with the bank.

To raise some money for the rest of the liquor license, we offered pre-paid tabs for food and beverage and merchandise, sort of a pay-now, eat-later deal. And it worked; between that and some loans we got the money together. So the day I had to ship the documents to the AGCO I ran over to the bank with an uncharacteristically large pile of money and cheques, popped my card into the teller’s reader and counted out the money into $100 stacks.

“Do you have a book?” the teller asked.

“I don’t know,” says I, “I don’t think so.” She looks at me blankly so I fumble onward, “Nobody ever gave me a book, or asked me for one before,”

“You don’t have a book?” The rolled eyeballs, exasperated sigh. She trurns to her colleague, “Aren’t they supposed to have a book?” Now I’m a ‘they’. At this point I wonder if we’re speaking the same language.

“If there’s something you want me to do, just let me know,” I offer “Nobody ever asked me for a book before.” She grabs up all my piles of money and says,

“How much are you depositing?” Of course, with all this drama I can no longer recall.

“I forget,” I tell her. Big sigh, shoulders slump. More rolling of the eyeballs to the colleague. She sits looking at the money. So what if I’m an idiot, doesn’t she have a job to do?

“Are you not going to count it?” I ask her.

“We count it,” she says, “but we don’t add it up.”

What the hell does that mean? I just look on, puzzled, not knowing what to do next, my joyful moment of success shattered because I don’t have a book. She starts banging furiously on a little keypad, lets out another sound of exasperation using the word receipt like a curse.

“I usually get a receipt,” I interject.

“Yeah, YOU get one,” she spits, “but I don’t.”

And this is my fault?

So I get back to the cafe and fire off a note to the manager saying that the teller who just served me was really rude and if this is what I can look forward to I’m not really interested. Can we meet to discuss whether my business fits with his?

The next day we meet bright and early. When I tell my story, the manager replies,

“I’m not going to apologize for her cause she was just doing her job.”

“The thing is, I’m not complaining about her, I’m complaining about her job. It should be customer service, but instead it is about serving her. It should be – What do you need and how can we help?”

“The problem is you didn’t have your book.”

“What book!?!”

“When you opened the account, I told you that you need it and you said you didn’t want it.”

“You mean that kit for $140 with a fancy cheque book cover and a company seal?”

“Yes”

“Well I’m not buying it. None of that brings in business. I don’t need any of that. I am behind on wages and utilities and only two days ahead on stock. I have more important things to spend $140 on.”

“You need the book for your records.”

“My records are on excel and in my bank account.”

“Well we need it for our records.”

“Then you pay for it.”

“It doesn’t work like that.”

“Well then it has to change. I get it that we’re talking about a bank-wide system, but the world is changing. All this fancy stuff has gone the way of the dodo. If it doesn’t get me business I’m not spending money on it. If it’s something you need me to do, then you supply it. What I’m saying is let’s work together to find a way to change this system. It has to be changed.”

“It’s always been this way.”

“I believe you. But listen, when I order my chocolates from Beanermunky, she provided me with white cotton chocolate gloves for handling the chocolates cause that’s what she wants to have happen. She didn’t say, “Hey, you have to go buy gloves.” Angela’s Cakes brought a beautiful Biscotti jar and my soups from Chef Danielle and my coffee from Detour come in storage containers, they don’t tell me to go out and find special storage containers that fit their warehouse. If you need some fancy book and you want me to fill it out for you, you have to provide it.”

“What you’re talking about is barter system. It’s used all over the world but it isn’t used in big business.”

“Don’t be ridiculous. I pay my suppliers, and Campbells Soup provides the pots for Locke Street Bagel to serve their soups in at no charge. And Campbells are big business.”

“Look, if you want, you can make your deposits in the machine and then you don’t need a deposit book.”

“What’s the turnaround time if I deposit cash to the machine?”

“Six days.”

“I don’t have six days worth of money. Every day I pay somebody for something with whatever comes in that day. At the end of the month I’m scrambling to get the rent money into the account five minutes before the landlord gets here to cash the rent cheque. I don’t have six days. This is where the customer service thing comes in. I’m the customer and you say – How can we make this work for a new small business in our neighbourhood?”

“If you use the machine, you don’t have to deal with the people.”

“I like the people, it’s the system that needs to change. All of my suppliers are real people. They do their thing, I do mine. We figure out what works for each other. Each time I pay one of them, I know exactly what value I am getting for the money I give them. But here, I opened a business account to keep the money separate, I’m paying you $15 per month and I’m not clear what I’m getting for that, especially if she wont even count the money.”

“It’s important to keep the money separate.”

“Sure, except right now I don’t have any money. I pay the rent by cheque and I pay my PST. I can do both of those things from my personal account. I anticipate making cash deposits daily once we get up to speed, but if I have to go through this then I’ll have to do it somewhere else.”

“Don’t I recall from when you opened your account that you had some credit issues…”

The credit bomb. What this means is don’t you dare ask for things, just do what you’re told. Take what you get. Even if you’re not looking for credit.

Recently somebody suggested to me that a small handful of people control the world economy. This was momentarily depressing but then I thought, who cares? Whether or not this is true, I say so what? A small handful control space, another handful control the internet, another handful control Royal Marriages. Unless you’re playing in those arenas, trying to marry a prince, build space shuttles or control virtual real estate, it doesn’t really matter. Money is fiction, so is economy. It’s a set of rules in somebody’s game. It may be true that if you play the game, you have to play by the rules, but who says we have to play the game?

You’re real. I’m real. Whatever we’re building is real. We need to start a new game. A new economy. A people economy. Cause our banks are broken.

Not sure how, and it might be a mountain of work, but I think if we play together it could be fun.

Advertisements

8 thoughts on “Broke Bank Mountain

  1. I agree entirely with this. We are the customers. Within reason they should be working to make our experence at least an effecient one, if not plesant and enjoyable. Not having us kow-tow-ing and feeling guilty to them. In the case of banks, it is after all our money they are borrowing to make their billions. Big companies rely on our inertia, not being knowledgeable, or being bothered to, do the how or where of moveing our business to get the better deal, that works with us.

  2. Yes, banks are completely ridiculous! Their definition of customer service is providing someone behind a counter who smiles. That’s not customer service! Plenty of people’s job rely on smiling while delivering terrible news; customer service is helping to find a solution while still treating everyone nicely. My line “does your job require rudeness on your part, or are you simply incapable of being pleasant while we discuss this?”

  3. As my Credit Union says, bank is a four-letter word. TALKA Credit Union was set up for banking services to the Lithuanian Community but they provide excellent service to those of us unlucky enough to have not been born Lithuanian. I recommend them highly and they are near you. This has been a completely different experience and there are some banking experiences that they do not offer but they would never be as rude and bizarre as what you have just been put through. http://www.talka.ca

  4. Hi Rebecca,
    I empathize. I’ve also had frustrating and ridiculous experiences with banks. I don’t own a business, but our family recently closed our account with RBC and switched over to First Ontario Credit Union. So far, so good. Desjardins was the other credit union we considered. Whichever bank you are with doesn’t deserve your business. In fact, I would say that the bank manager’s comment about your “credit issues” is really, in fact, bullying. Unacceptable.
    Good luck,
    Caroline

  5. Rebecca:

    Banks and/or Lawyers = yuck! Generally, everyone looses and everyone has a bad experience at some time with them. The big 5 banks are bullies. Credit Unions are a better way to go.
    Chrislyn

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s