I would agree with it is more the employees' reluctance to ask because we give them training and tools. Having been in a customer facing position for over 30 years, I encountered all types of people. Some would just tell you what you needed and others you had to pry it out of them. Our frontline people are trained to ask, but are afraid of what kind of answers and reactions they will get even though it has been stressed that the bank needs to know who we are doing business with. We have some front line personnel that can get anything out of customers and some who either cannot or will not.
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Define Success on your own terms, achieve it by your own rules, and build a life you are proud of. Anne Sweeney