Home > Social Butterfly > Archives > 2008 > November > 26 > Entry
The Butterfly takes on Citibank and wins!
The Atlanta Journal-Constitution
It’s amazing what you can accomplish just by being polite. Proper manners can bring about lovely results even when facing unpleasant situations.
Like the boorish notice that arrived the other day from Citibank, announcing all sorts of new fees, penalties and a higher interest rate associated with the credit card I have with them.
Not that this effrontery would have affected me much, since I actually pay my bills. But it was troubling nonetheless.
Yes, poor Citigroup is having a rough time. The front-page article in Sunday’s New York Times detailed how Citi rushed headlong into disaster by embracing ever more profitable - and ultimately, risky - ventures.
When all that risk turned out to be not such a hot idea, it seems Citi decided to penalize its customers for its poor decisions.
That seems wrong - and rude.
I called Citi. A weary-sounding operator named Stephanie spelled out an insidious arrangement: accept the changes, or have my account closed.
“Please close it,” I said. “I’ll be happy to take my business elsewhere. Goodbye and happy Thanksgiving.”
Stephanie sounded even more weary, and said Citi certainly didn’t intend for me to scram. She rounded up a supervisor, named Heather.
Heather repeated what Stephanie had told me. I said once again that they were welcome to close my account, and that I would be happy to do all my holiday shopping with a different credit card - or better yet, cash.
Amazing! Stephanie said Citi would rescind all the new fees and rate hike if I’d stick around. I wished her a happy Thanksgiving, too.
I think there are two lessons here. First, corporations that make customers pay for its bad decisions may do themselves more harm by running off those customers.
Second, behave with courtesy at all times. It’s just as easy to be nice, and I suspect you will be pleased with the results.
Happy Thanksgiving!
SB
Comments
By Grant Parker
November 26, 2008 11:40 AM | Link to this
My sister-in-law, who for years worked at an Atlanta-area bank (one of the big ones), told me that banks routinely waive fees when given the proper motivation. One day, I saw her erase some checking charges for her mom with a single phone call! She was polite, too.
By Christina
November 29, 2008 2:06 PM | Link to this
The real lesson here is the squeaky wheel gets the grease. Unfortunately, most people that got the same letter just shrugged and paid the fees. That is what Citibank is counting on.