In a perfect world, NO would seem like the obvious solution that would quickly end these types of situations. In the real world of quotas, goals, incentives, and the drive to create a positive "Customer Experience" NO is a dirty word.
Last edited by thomasj; 06/07/17 09:58 PM.
It always amazed me how management could talk about the need to be profitable one moment and then give the compliance team grief over not wanting to bank certain high risk customers without assessing fees to cover the added risk and monitoring the next.
Instead of just saying no, you need to build a case and point out the specific risks and how they outweigh the potential reward. Hopefully your voice is heard, but even then you are generally viewed as a road block to providing excellent customer service.
To change Ken's analogy and make it applicable to what I've seen - Instead of a Rubik's Cube someone hands you a hand grenade, so you do have to stop what you are doing and go look for the pin!
Knowledge is knowing what to say. Wisdom is knowing when to say it.