Wells Fargo - a miss...then a hit

A few weeks ago, my son applied for a credit card at Wells. They sent a letter essentially saying "maybe" and that they'd need some more information. Since he has no credit history, this was quite predictable. However, when we went down to the local branch, even though he has - from a small inheritance from his Grandmother and money from me - a decent sized wealth management account, a drivers license, a letter from his employer, and my word (I've got an account there too)... Wells said that they couldn't "verify his address". The real problem is that the local rep had zero ability to make an informed decision. This was all determined by some "credit hotline" - even when the local guy asked to speak to a "manager".

So I wrote a letter to the CEO and copied the head of wealth management and retail banking. I figured I'd hear nothing. But, to my surprise, they emailed, a senior manager called and then expedited the process. It was great, albeit somewhat forced, client service. That said, it was very nice to see this kind of response. Kudos to Wells Fargo.

To the extent of empowering employees, I would highly recommend this book:

https://www.amazon.com/Everybody-Matters-Extraordinary-Caring-People-ebook/dp/B00SI02E5S/ref=sr_1_1?ie=UTF8&qid=1537962865&sr=8-1&keywords=everybody+matters+bob+chapman