Broken Trust - The trashed deposit boxes of DBS
In a Hong Kong branch of Singapore DBS bank, deposit boxes that were still filled with customer material were accidentally trashed. Apparently, the boxes The boxes at a branch of DBS Bank had been selected for scrapping in error. People send to the scrap yard to find the leftovers didn' find anything.
The chairman is saying that "all claimants will receive HK$50,000 (US$6,500) and those willing to settle 'quickly' will be paid an additional HK$100,000 (US$13,000)."
This is probably done in the face of angry customers who lost much more and who threaten with legal actions and reported the incidence to the police already.
A difficult situation. Some customers say that they have lost much more - while the bank is worried about profiteers. They say that if the claims sound fishy they would ask a lot of questions.
It is a difficult situation but in the face of customer relationships, the bank should just pay up. No questions asked. It doesn't sound right and rather worried, actually, when the chairman says that those who want to settle quickly get more. Sounds like the offer from a salesman who tells you that this is the last day of the sale, and that by tomorrow, all the goodies are gone. Okay, it is possible that some customers will claim more than they actually deposited - but shouldn't the value of a relationship measured higher? How do you value the lost memories of items that now are trashed?
Compare this with recalls done by pharmaceutical companies - something much more expensive and wider in coverage. They handle this very professionally, at least most of the time. May be DBS can learn something from their cases.
While it is difficult to handle such situation, a professional way out needs to be found.
The chairman is saying that "all claimants will receive HK$50,000 (US$6,500) and those willing to settle 'quickly' will be paid an additional HK$100,000 (US$13,000)."
This is probably done in the face of angry customers who lost much more and who threaten with legal actions and reported the incidence to the police already.
A difficult situation. Some customers say that they have lost much more - while the bank is worried about profiteers. They say that if the claims sound fishy they would ask a lot of questions.
It is a difficult situation but in the face of customer relationships, the bank should just pay up. No questions asked. It doesn't sound right and rather worried, actually, when the chairman says that those who want to settle quickly get more. Sounds like the offer from a salesman who tells you that this is the last day of the sale, and that by tomorrow, all the goodies are gone. Okay, it is possible that some customers will claim more than they actually deposited - but shouldn't the value of a relationship measured higher? How do you value the lost memories of items that now are trashed?
Compare this with recalls done by pharmaceutical companies - something much more expensive and wider in coverage. They handle this very professionally, at least most of the time. May be DBS can learn something from their cases.
While it is difficult to handle such situation, a professional way out needs to be found.
posted by Andreas @ 10:38 am
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