The View From the Other Side of the Teller Window

I certainly understand the frustration expressed by some of your readers regarding service levels at Washington Mutual following our most recent consolidation with Home Savings [“These Customers Satisfied? Uh, No,” Letters, July 25].

However, I think in fairness you should know that the employees at the bank are committed to achieving the same high quality of service offered by Great Western, Home Savings and American Savings prior to their acquisition by Washington Mutual. Washington Mutual has established a solid reputation over many decades based on providing superior customer service to consumers. The bank’s entire culture has been built around the simple premise that what is best for the customer is best for the bank.

As with any merger, in the short term there are bound to be problems that irritate customers. But I believe that if a widespread customer survey was undertaken, the results would indicate that there have been far fewer problems and far fewer customer complaints associated with the Washington Mutual mergers than with other consolidations or mergers of large financial institutions.

While I am only speaking for myself in this letter, I am confident that executive management and, more important, middle management and our front-line employees take great pride in our commitment to customer service. We are all working very hard as a collective team to improve where necessary, and to satisfy our customers in all facets of our business. The proof, of course, will be in our combined performance. It is my heartfelt belief that in the very near future we will emerge as the leader in customer service that Kerry Killinger, our CEO, has envisioned us to be, and which the employees are diligently striving to help us become. With a little luck, and fairness, there may be a future article in the Los Angeles Times that will highlight the positives at Washington Mutual.

LYNN EFFINGER

Vice President-REO Manager

Washington Mutual

Northridge

* I noticed several complaints about Washington Mutual. However, this is bound to happen with mergers for a period of time. However, the Washington Mutual branch in San Juan Capistrano has avoided almost all the problems by the foresight of its manager, Lisa Brimhall.

Each time when there was a new merger such as American Savings and Home Savings, she provided an ombudsman who greeted the new customers from the previous integrated banks to assist people with any questions they had. Also, three or more tellers were at the windows. The lines at first were a little bit longer, but that was expected with new customers from the other banks.

In addition, Lisa had an open-door policy to her office, and people signed up to talk to her and her office manager assistant. She welcomed them and old customers with free coffee, cookies and popcorn for everyone, plus balloons for the children.

Yes, it really depends upon managerial foresight to minimize future complaints.

RONALD BROCK

Dana Point

* I am a former Coast Savings customer and this is my second bank merger in as many years. I feel that Washington Mutual was extremely efficient in providing me with the necessary information needed to maintain my accounts. In fact, I was inundated with letters and correspondence and information.

Perhaps if some of your readers actually read the information that was sent to them, a lot of their questions could have been answered. My local branch was extremely personable and knowledgeable. I am proud to bank with Washington Mutual and feel they are doing an excellent job despite being relatively new in the California market. Other banks could do well to attempt to reach their high customer service skills.

RENE STAPLETON

Palm Springs

* To all Washington Mutual customers of the world: You want to get your money back? I got mine by calling Robert Levy, vice president of customer relations, Washington Mutual Inc., (800) 225-5497. The corporate offices are at 1201 3rd Ave., Suite 1500, Seattle, WA 98101; (206) 461-2000. The only way to find this is on the Internet, and it wasn’t on Washington Mutual’s Web site.

ERIN WARDLOW CHASE

South Pasadena

* When I moved into my neighborhood 20 years ago, there were five banks within four blocks of my house. As a result of mergers and acquisitions, only two remained as of four years ago: Bank of America and Home Savings. There are no other full-service banks within a half-mile radius of my residence.

When Washington Mutual bought Home Savings, the residents held their breath and hoped that Washington Mutual would remain in the neighborhood. Their wishes were not granted. Without ceremony, fanfare or community input, Washington Mutual closed the Home Savings branch and disappeared. So now we are left with one bank only.

I am appalled at the callousness and lack of business sense these so-called banks have displayed when it comes to their decisions to stay or leave neighborhoods.

So now there is no choice for my neighbors. They cannot bank near their home unless they want to deal with the only remaining bank, which is already too crowded.

S.A. BAGBY

Los Angeles