A shout-out to Cambridge Savings Bank for great customer service

Social Share Counters

It sucks to write checks for the IRS. But then again… I’m happy to contribute my share for the greater good. No big deal. A bigger deal would be losing money because of oversight.

So the other day, I had to write a check for what I owed the government. I filled it out, mailed it, out of sight, out of mind. But then, as things go, I remembered this while driving around in my car through beautiful Somerville MA. The morning of that day I had checked my account balance, and for some reason my brain put 1&1 together and surfaced the thought that I don’t have the balance for the check to go through!

Luckily, my bank, local Cambridge Savings Bank, offers text banking! So as I got to a red light… (ha! Thought you had me there, didn’t ya) I reached for the phone that, of course, already sat on my dashboard, and switched to the messaging app. I texted the words “transfer 2000″ to the bank. A few seconds (!) later, they confirmed that I had successfully transferred $2000 from my savings to my checkings account.

What had happened? Within a mere 15 or 20 seconds I went from thought of the moment to resolution. And all because my bank got four of the following “now consumer” (me!) expectations right:

They “let me do it”. They “made it mobile”. They “fit into my life”. They “saved me time”.

Here’s another example why I consider myself already a loyal customer. A few months ago I asked them whether they supported Apple Pay with the MasterCard I have. I asked this question on Twitter; a convenient channel for simple customer service inquires. They got back to me. Not in record time, but that wasn’t needed for this type of inquiry. They told me they didn’t support Apple Pay yet, but would tell me once they did – they were working on it. Did I honestly believe they would remember telling me? Not really. However, a few weeks ago, I got a tweet out of the blue: Cambridge Savings Bank informed me that they now support Apple Pay, adding a link to more information. They did remember!

They “know” me. They “made me smarter”.

Finally, I get frequent updates by email from the person that setup my account last year, proactively, without me even asking for it, whether the great interest rate that made me a customer in the first place, was being continued beyond the promotional timeframe or not. (It is.)

OK, one more. Just a few days ago, I needed to deposit a check that had a higher amount than what the deposit function in their mobile app allowed. I wasn’t in the mood for going into the branch, so I asked via email if they could help me somehow. Within an hour or two the mobile deposit limit was raised temporarily. I could deposit the check the same day.

They “made it easy”. 

Here’s a shout out to you, Cambridge Savings Bank. Thanks for providing great customer service. Keep doing what you’re doing. (Oh and if this post brings you a new customer or two, why don’t you keep up that interest rate on my money market account for a bit longer… ;-) )

A loyal customer.

Comments are closed.