When I was in Sri Lanka five years ago, I used to bank with Commercial Bank. Bank manager at Union Place branch was friendly and approachable, but didn’t stop there. I was able to directly call or email him and he did promptly reply.

I didn’t have millions in the account or earn millions but bank did meet my expectations.

Let’s fast forward five years, I migrated to Australia started to bank with Commonwealth Bank. Didn’t earn millions still but did alright to ensure I had a good revenue stream and did save a bit.

Compared to Commercial Bank, Commonwealth Bank is big and made billions more profit and paid their CEO in millions. But I always got frustrated with most of the Interactions with them.

Why? I didn’t have a single point of contact. I couldn’t call or email someone directly. I didn’t have the visibility what’s going on in that big yellow box.

I do understand they want to add more 0s to the profit on their annual report and satisfy their shareholders. But how about their loyal customers that put their faith and hard earned cash in to the their vault? How about investing that profit to change the culture to improve the personal relationship?

At the end customers do matter! And without them you cannot satisfy your shareholders.