Date: December 6, 2012 Source: China Finance Network
On November 19, 2012, a senior citizen began to look around after walking into the outlet hall of Industrial Bank (IB) Shanghai Branch. It seemed that he was looking for someone and intended to handle some business. Upon the enquiry of the duty manager, Mr. Tang indicated that he wanted to handle his business first and then talk about something with a business director of the outlet. Then, the duty manger first guided Mr. Tang to the counter to have his business handled, and arranged Zhu Nanbin, the director of cash business of the outlet, to receive him.
In the talk with Zhu, the old man repeated again and again: “Thank you very much for saving my life!” The story goes as below. In this August, Mr. Tang came to the outlet to buy the wealth management products as usual. Tang Xiaojin, the duty manager then, received him. In a short communication, Miss Tang found that the senior citizen had come to the outlet to buy wealth management for many times, and each time, he would buy a big volume. He fully met our requirements for the certification of VIP customers. Thus, she immediately recommended him to apply for a VIP card of IB. But, Mr. Tang looked to have no knowledge of it: “What is a VIP card?” Miss Tang gave a detailed introduction to him about some preferential policies of our VIP card patiently, e.g. exemption of many handling charges, a physical examination free of charge, and priority to handle business. After listening to the introduction, Mr. Tang showed great interest in the card. With the guidance of Miss Tang, he directly went to the counter, applying a VIP card and buying VIP wealth management products. After having his business handled, he joked to Miss Tang: “I remember you, little girl, and we are of the same surname! Thank you for your considerate service!”
If the story ends here, we can only say that we provide merely the basic services. Every counter teller at our outlet can provide such services. However, Miss Tang firmly believed: “We should let every customer coming to the outlet of IB Shanghai Branch feel that we are a different team of honor”. Thus, on the next day, Miss Tang particularly contacted the senior citizen, asking about the time he wanted to receive the physical examination. Then, she dialed our customer service hotline, arranging the relevant details of the free physical examination for him. Although it was only a hand's turn of Miss Tang, it relieved the old man from the burden of dialing the hotline with glasses.
Several months had passed, and Miss Tang thought that the next time she met Mr. Tang should be the date on which a wealth management product became mature. Nonetheless, when Mr. Tang came to the outlet of the branch again, he wanted to thank Miss Tang! It was said that, in the free physical examination, lesion had been found in his kidney. It was diagnosed cancer after further examination. In this way, Mr. Tang received the surgery of partial kidney abscission in a timely manner, which saved his life. In the follow-up treatment, the doctor told him that the disease would for sure endanger his life if he received the operation later. With some months passing, the senior citizen recovered very well, which could be seen from his beaming complexion. Therefore, he came to the outlet himself to express his sincere gratefulness to Miss Tang: “Although it is a hand's turn of yours, these seemingly common and ordinary things saved my life. Thank you very much, little girl!”