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Why Banks Like Lines

Friday, July 2, 2010 - 1:46 PM
NYT Bucks Blog's interview with a new bank startup includes some interesting opinions about the marketing that supposedly goes on at bank branches:
“You typically want to have a line at the branch,” he said. “If there isn’t one, it’s a problem. People come in and out too quickly, and they don’t get a chance to pick up a brochure or look at the posters. You don’t want them in there for 45 minutes, but around 10 minutes is ideal.”

Ken TuminKen Tumin5,471 posts since
Nov 29, 2009
Rep Points: 125,634
1. Friday, July 2, 2010 - 3:28 PM
Chase actually has an active program that requires their bankers to intercept customers waiting in line and drag them over to their desk under the pretense of helping them with their transaction and then try to sell them on additional services.  They call it the "1-2-3 drill."  Each banker has a quota to fill and when they are not with a customer, they are expected to go find one.


If you are ever waiting in a line at a Chase branch, you'll probably notice people coming over and asking "can I help you with that?"   If you are ever approached just say "no thanks, I'll wait for a teller."  Chase employees have posted a lot of videos on youtube about how it works, like this one:

(Caution:  Contains some adult language.)
nojajanojaja2 posts since
Jul 2, 2010
Rep Points: 8