Needs and Expectations

We got a letter from the building society last month, advising us that the 3 year deal we are currently on will come to an end next month.  Keen to avoid going on to the standard rate if we could avoid it, we duly made an appointment with the local branch of our building society to sort out a new deal.  We were very clear in what we wanted the appointment for, so it was rather disappointing to find that when we arrived for the appointment the guy who our appointment was with would not be able to sort the new deal out for us.  He did manage to print out lots and lots of sheet of paper and eventually find the pages which applied to us, and between us we managed to find a deal which seemed to be worth having but boy it was a long winded process.  Now we have to ring 'Head Office' to sort out the deal, they will send us paperwork which we then have to agree is right and eventually we will move to our new deal.  We are making a saving of £5 per month as a result!

So what were our needs and expectations today and were they met?  Our need was to get a new deal sorted out before the end of this month.  With a favourable postal delivery system we may just achieve this.  Our expectation was that we'd walk out having done the deal and with everything sorted and that certainly hasn't been met and I feel that we've been let down - I'd far rather they'd been up front with us when we asked for a local branch appointment and told us to go to the main branch in the local city centre, it would have saved us a lot of hassle.  These are good messages for inclusion in the training course I am running tomorrow - out of every situation comes something to learn from!