The bank didn't train one of their back office supervisors in selling. That was obvious, according to my friend.
The quick background: He called his local credit union to get the payoff for his car, telling them that he would wire money from another bank to their credit union. They gave him the payoff amount. He wired the money.
Three months later, he finds out that the credit union gave him an incorrect payoff number...by $1.00. So, because his loan wasn't paid off, they attached a $2500 insurance policy for the vehicle onto his account!
Stupid mistake on the credit union's part. The bigger (and more stupid) mistake came when he called their customer service line, and talked to a supervisor. She was not only defensive ("You didn't pay off the account! What do you expect us to do!") but refused to accept blame for the mistake.
The result: The problem is still unresolved, and the credit union is going to lose business from a long time customer. Plus, the group of us that heard the story will be unlikely to do business there.
Why? Because one of the back office supervisors, who wasn't used to selling the benefits and solutions that the credit union could offer. Problems happen, but there are better ways to deal with it.
If you own a business, make sure all of your employees know how to sell. Sooner are later, they'll be asked (forced?) to sell...and it might be a sale that means a lot to your business.
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