At that time, I may have become accustomed to saving money in big banks. Later, the salary of our unit was paid by the local bank, only to find that the service attitude of the local bank was so good, polite and there were many windows.
These are small things. In the past, large deposits were deposited in the Agricultural Bank of China. Later, when withdrawing money, the teller of ABC had a particularly bad attitude. In a rage, take it out and go to the local bank to get it. Only then did I find that the interest difference was so great that the deposit was also given to noodles and oil. Therefore, in Peng Kun's shallow consciousness, he felt that the windows opened by big banks were all cows.
Actually, it's normal for big banks. After all, people don't rely on the deposits of retail investors, and many units are used to putting their money in big banks. However, in recent years, local banks have maintained public relations with many local units and become cooperative units, and wages are paid by local banks, which has a great influence on the four major banks.
In 20 19, the interest rates of the four major banks also dropped by 30%-50%, which was almost the same as that of local banks. With the progress of society, the development of economy and the enhancement of people's awareness of rights protection, the service quality of big banks has improved a lot in recent years, otherwise some old men and women are really cursing.
Of course, fewer and fewer people go to the bank to handle business. With the emergence of Alipay and WeChat, people no longer need to go to the bank to handle cash business frequently, and now the bank has added a lot of ATMs, so the bank will not open so many windows when there is not much passenger flow.
I hate talking about banks! Snobbish, no spirit of serving the people. Every time I go to get the number, there are only three or four people in front, and I have to wait for an hour before it's my turn. Waiting is really annoying! One day at noon, my son asked me for some money when he bought a car. I hurried to China Industrial and Commercial Bank. There was a queue there, and only one window was open. If someone can stick to it, forget it. As a result, I waited in line for a long time, even the window was closed, saying that I wanted to eat. The people who came here to get money after work at noon were angered and everyone scolded them. The lobby manager came out to scold these workers and said he wanted to eat. As a result, a worker smashed betel nut residue in his mouth into the manager's face, and the two fought. Everyone around shouted, well played! The service awareness of banks is really poor, and it really needs to be changed!
As a profit-making financial institution, banks should naturally pursue interests and make adjustments according to the development of the times. Some banks clearly have multiple service windows, but many people only open one window for the following reasons:
Even in some big banks, in some time periods, the number of service windows is not necessarily as much as VIP and wealth management services.
The business handled by VIP customers can cost hundreds of thousands and millions of yuan, which can bring rich returns to banks. After a busy day, the average window is not necessarily four or five hundred thousand. Obviously, from the perspective of cost performance, it is more important to serve high-end customers. Ordinary consumers don't have much money, and there is not much profit after handling it. Let them wait slowly.
It is precisely because of the trivial business handled by ordinary customers that the income brought to banks is low, so banks are reluctant to invest too much manpower to provide services. There are obviously twenty or thirty people waiting there, but only one window has been opened, which can wait for a long time, even more than an hour or two. Obviously, it's not as simple as going to dinner or training. It won't take that long to eat, and don't choose the working hours that consumers spend the most in training.
Some people are busy, others are idle, and banks lack more scientific management in manpower arrangement, so they can't deploy manpower in time to deal with customer peaks.
For bank outlets, the maximum time of customers per day is almost stable, so why not allocate windows in advance according to data statistics and effectively allocate them according to time periods?
Yu 'ebao has opened the way for China people to manage money on the Internet. Today, mobile payment has been deeply rooted in people's hearts, and you can go out without spending a penny with your mobile phone.
With the development of the times, the forms of internet financial management are becoming more and more abundant, and bank deposits are no longer the only choice, even for a considerable number of people. More and more people transfer their wages directly to the baby money fund, or buy various wealth management products directly through their mobile phones, which greatly reduces the frequency of doing business in banks. In this case, due to cost considerations, banks will appropriately reduce outlets and reduce the number of tellers.
Some people wait for a long time, once or twice. Many times, some unnecessary business will be handled by mobile phone or ATM, which greatly improves the efficiency and reduces the cost for banks.
In fact, banks can have a better way to solve this problem. At the very least, they can set up an official WeChat account in every city. You can check the queue number of each bank's current general business and the estimated turn time of the last person through the official WeChat account, so that people who want to do business can make a choice. If there are many outlets, they will go to another outlet. Of course, you can also get the number online and give the estimated time to the outlets in advance. There are many ways, but the key depends on whether the bank has the mind to serve the people.
Why do some banks have three service windows, and there are many people waiting, but only one window is opened?
There are multiple reasons for this, and we can't generalize.
There are three service windows in the bank. It can be seen that there are not many employees in the outlets of this bank, and there are at most four tellers at the counter, but there are not many outlets, and they also handle foreign business. The small number of banks in some outlets does not mean that this business volume is small.
In order to alleviate the pressure of counter business, banks will be equipped with ATMs to facilitate customers to handle ordinary small deposits and withdrawals, transfer money and inquire about details. However, powerful ATMs do not always run continuously. Every once in a while, ATM needs to count the banknotes in the machine to see if the actual amount of the machine and the system amount are waiting, and then add a certain amount of banknotes, commonly known as "adding banknotes". Adding money is not something a teller can do. Two tellers need to work together to press fingerprints, enter passwords, count and release banknotes. The whole process needs to be carried out within an effective monitoring range. Therefore, if the outlet has three windows, the teller is handling business and needs to add banknotes, and two tellers need to suspend service to add banknotes.
The bank has three service windows, but only one counter is opened. This kind of situation is relatively rare, generally around the Spring Festival, National Day, May Day, Eleventh and other long holidays. Because of the national legal holidays, although banks will ensure the normal development of foreign business, employees' legal vacation rights also need to be guaranteed. Then, you need to do business at the counter in shifts. Before and after the holidays, the two tellers will hand over to each other, count the cash and vouchers, and ensure that the successors can work normally.
In order to accept the supervision and management of superior departments and units and improve their business knowledge and skills, bank employees often hold various meetings and participate in various studies and trainings. This kind of study and training is short-term and not fixed. Although meetings and training can be arranged in the evening, every employee has his own family, so it is impossible to arrange all training meetings in the evening, which affects the rest and life of employees. During the day, all tellers can take turns to train and attend meetings, but there is no way to let one person come in for short-term training at once. However, the employee went out for training, and because of the shortage of manpower, his station could only temporarily close the service window. Training and meetings are also to better serve customers, so we can only hope to understand each other.
There are also counter staff on annual leave, maternity leave, sick leave and funeral leave. Who doesn't have a mess at home? Occasionally, I need to deal with some personal affairs, and it is human nature that I can't stop the cabinet in time. However, employee vacation training cannot affect the normal business development of outlets, and the president needs to coordinate related work to ensure the normal operation of outlets.
Some outlets are new outlets, and six service window counters were set up in the early days of its establishment. However, when they actually opened, only three windows were open to the public and three windows were idle. This may be the configuration made in advance by the new outlets for future development. In fact, the head office is not equipped with so many people, there are windows, but no one.
With the increase of business volume and business growth of outlets, the president will apply to the superior, and after comprehensive review by the superior department, he will send personnel to outlets, which will open more external windows.
Ma Yun of Alibaba once said, "If banks don't change, we will change banks." When saying this sentence, many bank bosses did not agree with this, but Ma Yun really did it. Great changes have taken place in the banking industry. More and more customers flock to Internet banks and start Internet finance. The major banks gradually developed a sense of crisis. In order to maintain the stability of their own business, they also started an attempt of "smart banking", allowing tellers to come out of the window and walk to the stage. It is simple, fast and more efficient for the counter staff to change jobs as lobby managers and lobby marketers, communicate face to face with customers and handle business for customers with smart phones. With the decrease of counter business, it has become a trend to close the counter window. The action changes of CCB and China Merchants Bank in recent years are its concrete manifestations.
The window of the bank counter is not fully open, and several windows are usually reserved. For example, there are 8 windows, maybe only 3-4. What time does the reservation window open? For example, when people exchange commemorative coins, there will be an extra 1-2 window in a few days when there are many people.
But many times, banks will not open all the windows, mainly for two reasons: First, from the perspective of cost; Second, in recent years, under the impact of internet finance, fewer and fewer people go to bank outlets to handle business.
I. Costs
For banks, people who handle business at ordinary counters are mostly low-end customers, that is, they don't have much money to open cards, transfer money and pay fees. Many of them are elderly people, who can't operate from ATM machines or even withdraw money at the counter.
Many people think that banks are service organizations, but they are not. Banks are typical commercial for-profit organizations, that is, the purpose of banks is to make money. But these low-end customers can't bring them much benefit.
So there won't be too many open windows, and you must wait.
Of course, if you are a gold card customer or high-end card customer, you will call this number in advance. If it is a high net worth customer, please go directly to the VIP room to give it to you.
Second, fewer and fewer people go to outlets to handle business.
In the early years, many people still went to bank outlets to handle business. For example, 10 years ago, there was no call system, and all of them were queued directly. Later, with the call system, they took the number directly and waited for the electronic call.
However, in recent years, due to the rapid development of internet finance, banks have to keep up with the pace. For example, we transfer money now, and many people transfer money directly through mobile banking, and they are all free; There is a lot of wealth management on the internet now, so there is no need to go to the bank to buy it. Pay all kinds of living expenses, Alipay and WeChat can pay directly, without going to the bank to pay.
I go to the bank on business two or three times a year now. The proportion of counter staff in banks is gradually decreasing, so there is no need for so many people to work at the counter.
A bank has three windows, two for personal business and the third for corporate business and VIP customers, which is an ideal setting for banks. However, after the opening of the bank, it will be adjusted according to the daily customer flow. Obviously, there are three windows, and only one window can only show that the bank usually has less customer traffic, so there is no need for the bank to open more other windows.
If you open an extra window, you have to recruit one more person and pay an extra salary, and the cost will naturally increase. Because the daily customer flow of this bank is very small, the bank will definitely not waste the cost of opening more windows from its own interests.
Of course, there will be more people waiting occasionally, but this situation should be rare in this bank. If there is a lot of regular customer traffic, the bank will increase the window.
There is another situation, that is, it may just be the time for the teller to change shifts, or the teller in another window is having dinner, so the service is suspended, but the general teller will come back to handle the business after he is busy and will not be idle for a long time.
Therefore, the main reason why the bank obviously has three windows but only opens one window is that the customer flow of this bank is small, and at the same time, the bank should also save costs. It is also possible that other windows are busy with other things.
If there are many people waiting in line and the bank has three windows but only one window, it is really inappropriate for the bank to do so. The clients are the parents of the bank. Without a steady stream of deposits, where can we get loans and profits? How do enterprises survive? Without continuous quality service, in the long run, customers will be lost.
However, in a special period, there can also be three openings. For example, opening the door in the morning sometimes involves changing shifts. It takes some time for new employees to settle their previous accounts, and it is only temporary if they are not open to the public. Secondly, lunch time. Because of the particularity of banks, they can't all close for dinner, and they need to stay open all the time, so they can only eat in shifts and close some windows; Third, before the end of business hours every afternoon, because there are many internal affairs, including accounting and handover, we can't stop business at the same time, so we close the window one after another. Of course, no matter when, as a service window industry, banks can't close the window at will because of internal reasons. These problems can be improved if banks really think about their customers. Of course, saying that there are many people may be a general meaning. How many? In some bank service quality assessment, there are customer waiting time assessment and queue number assessment. When the waiting number exceeds 15, it is generally necessary to open the window. Therefore, some people are very smart and will choose the free time of the bank to handle business, which will also save time.
In fact, cashless payment has become a trend today, and people who go to banks basically belong to middle-aged and elderly customers, especially elderly friends. Because they are influenced by many factors, such as education level, thinking habits, financial knowledge, operational skills, etc., using certificates of deposit and passbooks is their biggest feature, and these businesses can't be handled by themselves, so they can only wait at the window or wait in line. Unless it is an unusually special business, more than 90% of the bank's business can now be handled by mobile banking, online banking, self-service equipment, customer service telephone and ATM. So young people seldom go to the bank, preferring remote self-help. As far as the current deposit and wealth management products are concerned, there is no difference between self-service handling of interest and income and manual handling. Sometimes I really can't figure out why people still go to the bank to handle it.
In my daily work, I have also investigated many elderly friends. Why not open a bank card but insist on using a passbook to receive a pension? Most people say they can't use it, so they are not at ease. Others say that we have time and are willing to wait anyway! This is perhaps the truest reflection of the current situation. However, as an enterprise, the cost and income of banks are always an unavoidable topic. With the development of financial technology and the rising cost of human resources, it will be an inevitable trend to replace manpower with intelligent technology. In the near future, it will become common for banks to reduce manual counters by layoffs.
This often happens, not only in banks, but also in expressway toll stations, telecom business halls and railway ticket collection windows.
Once I accompanied the old man to the bank business hall to receive a pension, and a window was open. There are many people waiting, and some staff in the bank are also very idle. They asked why they didn't open another window, and they said that others were not at work now.
It's really puzzling. You should not go to work. It is best not to walk back and forth in front of customers, or not to wear uniforms, otherwise it will make everyone feel uncomfortable. The key is that there is no bathroom in the bank business hall, which is very annoying.
In many cases, it is normal to open a single window. Usually, a single window is open for the following reasons:
1, there is an alternate window. When banks design windows, they usually reserve spare windows. Some business halls have three service windows, but the staffing may be only two or one, and the other is a backup, so only one window is opened.
Bank staff have other business to deal with. Under normal circumstances, all service windows are open. However, sometimes business people are assigned other tasks, and due to work conflicts, they can only open a window temporarily.
3. Be on duty on holidays. On holidays, banks usually arrange everyone to take turns to be on duty, and there are few people on duty, so only one window can be kept open.
4. Other special reasons. Other special reasons may also lead to single window business, such as changing shifts at noon and so on.
There are only three windows, and some banks even have five service windows with only one window.
There are several main reasons:
1 There are many windows, but not so many people.
With the popularity of mobile banking and online banking, the pressure on the window has been greatly eased, especially for young people who may have to go to outlets twice a year, which can basically be done on mobile phones. If all five windows of the bank are opened, on the one hand, it is a waste of resources, on the other hand, it is also a waste of manpower. The megatrend bank has fewer and fewer members. Many business lobby managers and financial managers will help you use banking machines and equipment. In the future, banks will continue to go to outlets and even reduce the staffing of counters.
There may be other business under the counter.
Many bank counters are not only simple savings business, but also vault management, ATM cash addition, anti-money laundering business, door-to-door account opening, reconciliation and so on. In the case of little business pressure, one or two employees may go to the ATM to add cash, submit accounts, pick out damaged coins, go to branches to learn the new regulations of the People's Bank of China, and submit materials to the People's Bank of China, so that the window is empty. Of course, they may just come out of the cupboard to eat, answer the phone and go to the bathroom when you come, or they may hang a "no war sign" on the window.
The office space of bank outlets is leased, and the leased space and equipment will definitely leave a margin.
Because the state does not allow banks to invest in real estate, the bank's outlets are rented. For example, when people are used to doing business in one outlet, banks will not easily move outlets. Unless they are overcrowded, they may increase or relocate outlets. When the number of outlets is small, there is little business and there is no room for growth, they may change outlets. So it is normal for you to go to the window and see many empty windows, even empty office areas and empty rooms.
The number of windows opened by banks is related to business volume and business types. We usually see that banks have three service windows. That's because ordinary business needs to be handled at the counter less and less now, and even card opening can be done on self-service machines now. So what business do you need to handle at the counter? Therefore, it is the general trend for banks to narrow their ordinary windows.
On the contrary, the external window of other business banks in the background has indeed increased, such as credit, such as wealth management market. Now the demand for ordinary employees in banks is slowly decreasing, and what is needed is some all-round jobs. Within the bank, the windows of these businesses are constantly increasing.
Of course, the increase or decrease of ordinary windows is dynamically adjusted according to the flow of people, and banks are not monolithic. Opening the window must be based on the activity of business volume. No matter how many windows the bank opens, as long as customers try their best to solve all the problems in the past, it has nothing to do with how many windows they open.