A Funny Thing Happened on the Way to the Forum…

Oops, we meant the bank…

don't let your financial plan crumble, get local help and personal adviceGreece is considered the cradle of Western Civilization and Athens the birthplace of democracy.   But now, Greece is becoming famous for less impressive things than being the birth place of Homer, Socrates, Plato, Aristotle, Alexander the Great and Cleopatra.

The oldest civilization is broke.  Last year, Greece was unable to pay the interest due on its Government debt and almost defaulted. The World Bank came to its rescue by providing Greece a massive loan equal to about $157 Billion.  Without this loan, the country would have been unable to make interest payments last year to its bondholders (i.e., banks and private investors)

Talk about the ultimate “upside down” mortgage!  Greece’s national debt as a percentage of the size of its economy was 140% in 2010 and is projected to be 160% in 2012.  Could you imagine owing one and half times your annual salary to lenders?  By comparison the USA’s national debt as a percentage of the size of our economy was 62% in 2010 and is projected to be 74% in 2012. Maybe the problem is becoming clearer?

confused about your budget and personal IRA or investment and financial planHere’s the catch and why we should be very concerned in Any town, USA… in order to obtain its loan, Greece had to agree to tax increases and spending cuts to reduce the size of its projected annual deficits. The austerity measures implemented by the Greek government (i.e., tax increases and spending cuts) have had a devastating impact on the financial system of Greece. The Greek economy contracted by 4.5% and the country’s unemployment rate rose to 13.9%. Greece is now in the 3rd year of a recession, go figure?

If you’d like to earn more than 20% interest owning a Government bond, then go Greek.  The yield on the Greek 3-year note was 25% and the yield on the 10-year note was 16%!  But because of their really bad credit (I’d hate to see their FICO score) and the chance of getting the interest or the principal back is only a 50% gamble. Thus, Greece has been virtually unable to borrow more money.   And the real concern is if Greece defaults and want a big “do-over,” so would Ireland and Portugal (both countries received bailout loans in the last 8 months).  Talk about your classic cliff hanger?

Now tens of thousands of Greek citizens have been rioting against the austerity program and who could blame them?  Greek businesses are being forced by its government to offer early retirement packages to 580 different private sector jobs, including jobs like hairdressers and radio hosts!  This just adds more to corporate debt levels (source: NY Times).  Is this the death spiral contraction event the doomsayers have been looking for, like Linus waiting for the Great Pumpkin to rise in the pumpkin patch?  Will this Greek Tragedy and comedy of errors flow over to our shores?  Hopefully not but in the interim please fasten your seat belts and bring your seat back to their upright and locked position.

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Oh, No You Didn’t! 2011 Customer Service Halls of Fame AND Shame

Help you find the best local financial advice, personal help and advisorThe importance of a happy customer is almost too obvious to explain.  Big and small companies want happy customers.  An unhappy customer is 10 times more likely to tell their friends about their bad experience than a happy customer is to tell of a good experience.  It takes a GREAT customer experience to inspire them to refer your store or serve to their friends.

Nordstrom’s has a fantastic reputation for service; they only sell clothing and fashion items but years ago took back a TIRE from a customer who claimed to have purchased it from them.  Obviously it hadn’t, Nordstrom’s has NEVER ever sold tires or any automotive accessories.  But Nordy’s took the tire back and refunded the man the amount of money he paid without hesitation!

Maybe today we as individuals and large corporations alike cannot afford to be so compliant with all customer requests, but the act of making the customer always right at Nordstrom’s has literally sealed their place in their niche of GREAT customer service.  And along the way, they’ve earned hundreds of millions in profits.

Happy customers lead to repeat business, referrals, profits and of course more related opportunities.  Is this the new way of “paying it forward?”  Considering the alternative, it has to be.  Let’s look at MSN Money’s fifth annual survey of customer service their top ten worst-ranked companies in their 2011 Customer Service Hall of Shame – four of which are financial institutions.

#1  problem from this year’s hall of shame companies are surprise rate hikes, “gotcha” fees,  lost paperwork, and complicated service.   The worst-ranked companies also tend to reward their top executives handsomely, with the median compensation in 2010 for the CEOs of these 10 companies exceeding $14.9 million, or 447 times the median American worker’s pay of $33,190.  Let’s see who these Machiavellians are:

  1. Bank of America
  2. AOL
  3. Capital One
  4. Sprint
  5. Time Warner
  6. Comcast
  7. Citibank
  8. Progressive
  9. JPMorgan Chase
  10. Farmers Insurance

Companies from the hall of shame have blamed the products they sell or the services they offer as inherently frustrating.  Don’t let the four financial institutions on the hall of shame list steer you in the wrong direction – on the contrary, banks can be liked.  This year, USAA, which serves military families, was rated “excellent” by six out of ten of their customers.    It’s difficult to determine the reasons to blame certain companies for poor customer service, but maybe the next stat will help you in making your decision.  The median compensation for CEOs of the public companies in MSN’s Customer Service Hall of Fame – the ten companies in the survey with the best marks for customer service – was a little over $3 million.  That’s almost $12 million less than the median compensation for CEOS of the worst-ranked companies.  Let’s check out the list of companies that received top marks in the survey.

  1. Amazon.com
  2. Trader Joe’s
  3. Netflix
  4. Nordstrom
  5. Publix Super Markets
  6. Southwest Airlines
  7. Apple
  8. FedEx
  9. Costco
  10. UPS

personal local help and advice is availableSo what do the all the companies in the customer service hall of fame have in common?  They all think about the customer and invest in the employee.  They live by the old motto that the “customer comes first.”  Maybe the companies in this year’s hall of shame should take note of what the survey found matters most to the customer:

  • Knowledgeable staff
  • Friendly staff
  • Service after the sale
  • Readily available staff –
  • Flexible policies for returns/exchanges

Wow, this really isn’t rocket science but stuff we all learned in kindergarten.  So next time you help a client, customer or maybe go on the new job interview keep these things in mind.

How to Stop Paying the Bank

avoid personal budget mistakes, get local help, advice with financial plan and planningIn this tight economy, even the smallest of unnecessary fees can be a burden to our strapped finances.  One of the best ways to not only curb unnecessary fees, but also manage our finances more successfully, is to supervise our banking operations more closely.  I mean, it’s our money, right?  You wouldn’t willingly hand your wallet or purse over to a stranger to monitor, would you?  Many individuals don’t keep a close watch on their bank and its operations because they’re unaware of their ability to control their accounts and make important decisions.  One of the biggest problems that bank customers face is the issue of overdraft fees.  According to a study by the Durham, N.C.-based Center for Responsible Lending, banks and credit unions collected nearly $24 billion in overdraft fees in 2008 – 35% more than two years earlier.  Below is a breakdown of how to put the consumer back in control and armed with the right knowledge to manage their finances successfully.

  1. Know your bank’s policies. No, I’m talking about the seemingly endless, too-small to read fine print that most people can’t understand.  Regardless of whether you’re signing for a new account, or have been a veteran customer for over ten years, it’s up to you to find out the right information.  Do some investigative work and find out what’s most important to you.  Pick up the phone or even head to your local branch and start asking questions.
  2. Opt out of overdraft protection. Many individuals don’t even know that they have overdraft protection, because some banks will enroll customers into the program without their approval.  The problem with overdraft protection?  The fees that come with it.  If you are enrolled in overdraft protection and your account goes negative, your bank will tack on hefty fees, daily, to cover for the charge.  No overdraft protection?  No overdraft fees.  However, your bank obviously won’t front the money for the charge you are attempting to make.  Some banks have programs that carry lines of credit for overdraft protection, and while the interest you would pay is less than the fees tacked on by the bank, it’s better to simply manage your bank accounts and maintain a minimum balance than pay the bank extra money.
  3. Enlist technology. Instead of saying balance your checkbook (do those even exist anymore?), it’s more appropriate to say balance your technologies.  In this day and technologically-savvy age, more consumers are using online technologies to manage their money and finances.  Many banks will allow their customers to arrange for an alert to be sent to them by text message or e-mail if their balance falls below a certain amount, and when a payment date is coming up.
  4. Carry backup cards. Of course credit cards come in handy when it comes to a lack of cash situation, but they are not the answer when it comes to managing your finances successfully.  While keeping an extra one or two credit cards on hand can help prevent running out of payment options if some sort of fraud-related hold strikes your account, prepaid cards are a better answer when it comes to avoiding interest rates, overdraft fees, and late payment penalties.
  5. Plead your case. As I pointed out in the “know your bank’s policy” section, it is important to stay in contact with your bank and communicate with them when it comes to policies and fees.  If you slipped below your account balance or have an ATM fee that’s unreasonable, don’t hesitate to call your bank manager and plead your case.  Especially if you are a good customer and this is an uncommon occurrence, your bank should side with you and waive the fees.  Institutions trying to keep their customers should have discretion with these issues, in hopes of keeping their customers.  If they’re not sympathetic, take your business elsewhere.

The two main points to take away from this is knowing that as the consumer you hold the power.  It’s your money, and you should have control in its management and decisions.  Secondly, you must understand that it takes initiative to understand the banking process, but that it’s well worth the time and effort it takes to comprehend how your money is being taken care of.  Avoid giving your purse or wallet to a stranger, and stop paying your bank excessive and unnecessary fees – $40 coffees just aren’t worth it.

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