Member Article

Barclays Trusts Customers With Pens

Barclays Bank is getting rid of pens on chains in its branches as part of a move to appear friendlier and more accessible.

The bank’s ‘Customer Service’ signs will be replaced by messages reading ‘Can I Help?’, and the acronym ‘ATM’ (automatic teller machine) as a name for cash machines will be replaced by ‘hole in the wall’.

Jim Hytner, Barclays’ marketing director, said: “The chain on the pen sums up the relationship banks have had with their customers for too long – basically we don’t trust you to leave this pen behind after you use it, yet we expect you to entrust us with your life savings.

It’s about time we redressed the balance and made ourselves part of the twenty first century – and a free pen is a small gesture to show customers we value their custom.“ Over 1,500 branches nationwide will be affected by the changes, which will come into effect by May.

This was posted in Bdaily's Members' News section by Ruth Mitchell .