Tuesday, January 29, 2008

I pulled up to Wachovia’s drive thru, five minutes prior to their opening, ready to make a huge deposit. When they finally opened and upon completing the transaction, the teller said to me through the loud speaker, “Is there anything else I can do for this morning”? I said, “Yes, I’ll take some coffee!” She replied, “There’s a McDonald’s at the end of the strip center.” This same interaction happened to me on 3 previous trips to the drive-thru.

I finally went inside and talked to the bank manager and explained, “You’re just a bank like all of the other banks. What would it take for you to possibly differentiate yourself and serve coffee to your drive thru customers on certain days during certain hours? Imagine the buzz you would get.”

Her reply--"We’d have to take it to corporate and get their permission; we just couldn’t do it ourselves.” To say the least, Wachovia doesn’t and will probably never get it.

Posted by jcohen in • Restaurant Marketing
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