Wells Fargo Bank

This is an awesome branch. They treat you very well. I had some banking issues and it was taken care of by Deepa. She is awesome. Great you when you walk in and they know you by name. How cool is that. They have 2 drive up windows.

This location is clean, has decent parking, a good ATM, and friendly staff.
Yet, I’m continually baffled by some of the training Wells Fargo provides to its tellers. They train them to be friendly, talkative, and helpful… that’s all well and good. But is that what customers really want all the time?
I do enjoy that most tellers are very nice and friendly. I appreciate their willingness to help resolve issues. It’s nice to see a smiling face when I come in to do business.
But let’s be honest. Customers want to get in and get out. Most customers are not there to have a conversation about anything other than the pieces of business I came in to handle. Wells Fargo needs to train their employees on how to read people… how to tell if someone wants to have a little off-​topic chat or if someone wants to do their business quickly and move on to their next task of the day. They profile their customers to try and identify services they can sell them… why not profile their customers so that tellers know if they are someone who is chatty or someone who wants to have an expedited experience? In addition, teach them to pay attention to the people in line and read them. If a teller is having a chat with a customer, but there are others in line, they need to move the conversation along and get to the next customer.
Two other things consistently bother me about this location:
–The tellers will greet you when you walk in the door. Sounds appropriate, right? Except that the tellers are on the other side of the building! I DO NOT want to be yelled at from across the room when I walk in the door. It makes me want to turn around and leave right away. Do these people expect me to yell back at them from across the room? It’s ridiculous. I know where I need to go… it’s a bank… it’s not complicated. I don’t need a verbal siren directing me to the teller. Please ask tellers to greet people once they are past the cubicles.
–I’m sick of tellers always trying to sell me the same services. I’ve said «NO» 50 times… why can’t Wells Fargo note this in their system? It’s a huge turn-​off and it makes me want to switch banks. How many times do I need to say ‘No’ to the same thing? It’s a perpetual issue of dissatisfaction. What’s worse, I’ve told tellers I’m not interested, that I’ve said ‘No’ many times before, that I’m upset about being asked over and over again… just to have them ask a banker to call me to follow-​up. GRRRRRR!!! STOP IT! Profile your customers to eliminate these poor experiences.
Wells Fargo, in general, can do a much better job… if they take the time to listen to their customers.