If you own a small business then you probably need not worry about this issue.
Once your company gets bigger and busier you may well have to rely on other people or technology to do many things for you. You still can’t beat having a human being check over decisions at some point though.
Case in point, my application for a credit card this week. A classic case of letting your technology lose you customers.
I like to keep a couple of credit cards for convenience. I have one with my main bank LloydsTSB but when I travel I sometimes find that it won’t work in other countries right away. I applied online for a backup card with my bank of 15 years First Direct.
I waited a few weeks hearing nothing but then found a message via my online banking interface telling me I was declined! I asked why and they said that the computer didn’t see enough credits going into my account. I wrote back saying that I used the account for mortgage payments only which was why. They said it was too bad.
I applied to another bank who have no idea how much I make and was immediately accepted. I told First Direct that I am closing my account on principle. They don’t care I’m sure.
Bottom line. We all need to apply some humanity to what happens in our business if we want to keep our customers.
Paul Browning