Dear Mr. Puri,
I write to you as an account holder with HDFC Bank. I write
as any other distressed citizen swept in the mania unleashed on the country due
to the whimsical behaviour of one individual. Needless to say, there is no
looking back; the bullet has left the barrel, but has wavered on its path, and
has not hit its target.
Can this happen? Can a bullet leave its barrel and go
wayward on its journey? Well we are witnessing something along those lines; the
initial expectation of a quick fix solution, or to use a term that has become
common parlance, 'surgical strike', has not been met, is seems to have become a
battle, a war if you like, and however harsh it may sound, will not be met for
a long, long time.
In the meanwhile, it has resulted in immense hardship on the
citizenry. The rural un-banked 50% of the population have particularly very
badly affected and we empathise with their misery. Horror stories abound, some
reported, others being passed by owing to the growing apathy to the misery
stories.
In other words, plainly speaking, the 'apple cart has been
upset'. This country is undergoing a pain as never before. However induced
myopia of a recalcitrant administration advises eat cakes, if there is no
bread; translated use debit/credit cards if no cash. As a HDFC account holder I
regularly get messages from you, Mr. Managing Director, on the steps your bank
has taken to go digital, and how we ought to use such digital initiatives.
However, ATM's are dry, counters have no cash, queues long and winding; hence
the question;
Am I really an HDFC customer??
All the effort made by yourselves towards relationship
banking has come to nought. Since current rules dictate no differentiation
between Tom Dick or Harry, as an account holder we too have been swept with the
broom of egalitarian justice. Imagine not being permitted into your own branch,
or not being able to access a single Rupee. Such an ironical situation needs to
be addressed by yourselves, I therefore venture to suggest HDFC should adopt a
policy of 'All men are equal, but some are more equal'. This would mean a
differentiated yet equitable policy towards HDFC customers. Instead of
attempting to preach Christianity to the Pope, please understand your customers
know how to use ATM's and Net Banking. What they need at this moment is the
three C's Care, Concern and Cash.
Unfortunately, a hard pressed branch can only do so much and
no more, which to their credit, are putting up a sterling performance. However
customers seek to be treated as customers and given priority, treated
deferentially, and needs serviced.
HDFC has to do much more to continue relationships; customer
is king and needs to be made to feel like one, even in times as such.
The ball vests in your court.
Sincerely,
Rajeev Suri
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