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We were tested, and we failed. We will do better. I promise.
A few weeks ago, one of our Regional Managers sent a friend of his to the bank to check out our customer service.   He had been given my name to talk to about a mortgage.   The gentleman walked into one of our branch offices and announced to a teller that he was there to see Deanna Early.
Of course, the Regional Manager hadn't told anyone, especially me, that this gentleman would be coming in or when.   When he said he was there to see me, the teller assumed I had set an appointment and called my office phone to try to reach me.   She left a message "Your client is here to meet you".
When she called, I was at a different branch and didn't get the call.   She then apologized to the gentleman and said she couldn't reach me.   He then left the branch.   When I got to my office, I got her phone message and a message from another employee saying I had forgotten my appointment.
I checked my appointment book and my computer calendar and I didn't have an appointment scheduled that morning.   I called the teller and asked her for the gentleman's ... more

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