Staff Association

CONTACT: Christmas 1962
and Spring 1964
Two articles on the subject of COUNTERCRAFT

[1] Christmas 1962


Countercraft is the method of dealing with the depositors or customers of the Bank.


When a customer attends at the Bank, he notices many things. If the cashier is doing his job correctly, then a good impression is left with the customer, and he will be satisfied.


To create a good impression and to satisfy your customers, the first step is obviously appearance. That is, not only a neat working pad, but no odd scraps of paper and paper clips scattered over the desk and counter.


A cheerful greeting - but not too personal or facetious - is the correct way to start. Courtesy plays a big part in the relationship between the customer and the cashier. One should never treat any query or request as too small or unimportant.


A personal interest in a customer's transactions makes him feel important. Of course one  is bound to meet the customer who delights in being awkward, or who wants to baffle a young cashier with important sounding phrases. If a customer remains unsatisfied he should be given an opportunity of discussing his grievance with the Branch Manager.


One should always be prepared to admit a mistake, and never too busy to explain what the customer may have done wrong.


Tidiness is also an important thing, not only in cash books and slips, but also in pass books. Writing and initials should always be legible - yet not too easily copied.


Information about all the Bank services should be readily supplied. Any forms or papers supplied should be explained to the customer so that he may complete them correctly.


In brief, be tidy, courteous, always willing to be helpful and to explain things and generally make the customer feel important and willing to do business another day.
[2] Spring 1964



Further comment on countercraft:


Countercraft is the art of presenting a pleasant and efficient manner and appearance to the public. A cashier is one of the best advertisements for the Bank if he or she remembers that courtesy costs nothing; but it is that extra service that counts most in the eyes of the depositor.


The counter is the first thing that the depositor sees, so it should be clean and tidy with no dirty blotting pads strewn with bands and paper clips. Change blotting paper regularly and do not use it as a testing ground for faulty stamps! Keep the stamp pad well inked so that there is no need to bang or thump with a stamp to gain a good impression on rates or slips - it ruins both conversation and eardrums.


The cashier must learn the art of friendliness without familiarity; a friendly "Good Day" is much more acceptable than "Mornin'" or "Cheerio" and if this cordiality is combined with a quick efficient manner, the depositor is far more likely to return to that particular cashier to be served next time he attends at the Bank.


It is most important that no private information or details of a depositor's balance is disclosed by a cashier. Always enter items in the pass book on the cash desk or behind some blotting paper. Never leave a pass book open flat on the counter, but stand it up (especially with home safes). If a depositor's salary or savings credit has not arrived, the depositor having already made out the withdrawal form, do not mention this in a loud voice across the branch, but inform the depositor politely and quietly and destroy the receipt discreetly.


Make all entries in pass books in neat, legible handwriting accompanied by recognisable initials.


Cashiers themselves must be neat and tidy; remember - always greet the depositor with a smile.


In short, remember the four Cs:


Cordiality and Courtesy between Customer and Cashier.