SOME years ago I wrote on a serious dilemma with the financial institutions and their night deposit systems, which had much to be desired, as their staff were pilfering with deposits from security services and from customers’ as well. I made certain recommendations, and since then pilfering appears to be non-existent. It is obvious they listen, even though silent when being spoken to, coupled with the usual ultra-conservativeness.

I write now about two other problems, which they should read and listen carefully:

1.  Managers usually move with such lethargy, I note, in most banks, that they tend to rival the sloth. I suggest that the banks install gyms in each bank, so that the staff and management can warm up before taking their desks.

2.  When applying for loans, they take so long, as if they are doing a favour, in many instances causing people to get de-motivated and lose interest, even getting annoyed. They have to understand that time wasted is money wasted. They seem to value only their own money and time and not the borrowers. Further, they always look cold, and hard, as if the intended borrower has to fear them, and that they are big, maybe too big, and unwelcoming.

I believe banks which depend upon interest to survive must recognise the importance and value of the borrower(s), for without the borrower(s), the valued ‘payer of interest’, which cause some to gloat of their financial viability and liquidity, the management would mean nothing and the banks would just be liabilities.

They need to move quickly to process loans for people, for delay causes loss of earnings and opportunities. Banks must be not only orderly and organised, but they must be customer friendly with warm smiles and welcoming handshakes. Make the intended borrowers feel valued, as they are so, as the entire financial structure of the country, the world, and the banks depend on the borrower(s).

The above refers mostly to small borrowers, who are already timid and may lack good communication skills. They need to be encouraged and helped. Of course the big shots are treated like big shots and given all the warmth, quick response and opportunities.