Staff is always nice but management must be numb.
TD Bank has 10 teller windows but only 2 or 3 ever staffed.
Today with a long line and 2 tellers, they removed one of the tellers.
The remaining teller I think was opening an account or something else complex.
After I was in line for a while, I started timing the transaction.
Five full minutes after I started timing and the teller was still on the same customer.
The line did not move. The line stayed the same length because customers were leaving the line in disgust.
There was a manager wondering around the bank not interacting with anyone – staff or customers.
What was their purpose? Another manager seemed to just stick their head out a door once in a while.
The bank must use the enlightened staffing model that customers have no other choice but to wait.
This works because all banks seem to put customers last and it is painful to switch to a different nightmare.