The story about Mr. Smith and his painful and enjoyable journeys

Mr. Smith has been a regular customer of his bank for 15 years. Almost out of habit, really. Some would call it loyalty. He’s been relatively happy with the service, but lately, well, he’s starting to feel left out. Questioning the bank’s commitment to serving his needs – and wondering if they care.

Nevertheless, during his lunch hour he visits the bank hoping to discuss a mortgage.

As he walks in, a wall of customers stand before him. He hunts for the queuing ticket machine; it’s not where it usually is. He finally locates it and finds himself standing in a corner next to the water cooler near the entrance. Other customers constantly rush by him and the plastics cups have run out. Why did they introduce this so-called queue system, he says to himself. Service was better before.

Mr. Smith, a busy man, battles with himself on whether or not to leave and try again some other time. But this is important, he tells himself. He continues to gaze at the ficus tree and its dusty plastic leaves, as his mind wanders and time stands still.

After exactly 17 minutes his number is up and he is directed by the signage to cashier no. 4, Mrs. Park, who asks how she can help him. Well, says Mr. Smith, I’d like to talk to a business manager and explore the options for refinancing my home.

Very well, says Mrs. Park. You could talk to Mr. Garcia I guess… but sorry, she says, looking over her shoulder, he seems rather busy at the moment. Then it will have to be Mr. Brooke… and he’ll be ready for you in 10 minutes. Please sit down and wait Mr. … what was it? Smith, says Mr. Smith.

Mr. Smith walks back to his ficus corner and waits. And waits. After 15 minutes Mr. Smith leaves Bank Red.

Forever.

Do you want to find out more about the challenges being faced throughout the public sector and how to overcome them?

This report highlights the changing demands, pressures and challenges in public services. Plus, the urgent need for better service and experience.