When personal customer service combats rubbish corporate process

Is this truly 'Customer First'?

Wow, my banking experience today really exposed how rubbish large corporate processes can be over come with fantastic personal service.

I had a very bizarre experience today at a well known high street bank. I originally set up a sole trading bank account online for my business, and to my surprise it was very a fast and simple process. However I now needed to change the bank account to one suitable for a limited company. So I decided to head to my local branch.

What a surreal experience!

The helpful Branch Manager informed me that she needed to arrange for me to meet with my Relationship Manager. Unfortunately as I'd originally set the account up online I didn't know who that was. However she offered to find out for me which was perfect. After several phone calls, security questions and about 20 minutes waiting with my very patient 6 yr son we were finally provided with a name. The branch manager thought it was strange as she didn't recognise him, she looked on the branch system to find his location, he was based in India!

She seemed more shocked then me, but remained very professional. 

After another long call she eventually found an alternative Relationship Manager, unfortunately as its a small local branch it became evident that I would have to travel to another branch to meet them. Whilst I was on the phone passing more security checks etc the Branch Manager gave my son a little information pack and kept him amused for a further 10 minutes.

Its hard enough managing any relationship from so far away why do large corporations think its acceptable to even pretend they've assigned a specific person to my account in the first place. I'm pleased to report that thanks to the local Branch Mangers persistence and excellence personnel service I am still their customer.

Its such a shame that local personnel have to work so hard to overcome such poor customer process which are fundamentally flawed.