Case Study: The help that brought recurring benefits

It was a crowded afternoon at the branch, when a woman and her son entered the
branch. The woman looked distraught and was not able to move normally.
Ms.Jayakala, RM, realized something was amiss and approached the duo. The
young man accompanying her looked apprehensive. Ms.Jayakala enquired of the
woman’s health. The young man took a breath and poured out his woes. The
woman had suffered from a stroke and was not able to move the upper right part
of her body normally and was to undergo treatment at a hospital. Ms.Jayakala
chided the young man for bringing his mother to the bank in this condition. She
told that if she had been informed, a house visit could have been arranged. The
young man didn’t expect this and his eyes watered with emotions. Nothing could
have prepared him to face this assault of kindness from a bank officer.
He wanted to take his mother for treatment and had come with her to withdraw
funds from her account. Ms.Jayakala helped getting the transaction done and saw
them off. “Next time you decide to bring your mother to the branch, call me first”,
Ms.Jayakala warned the young man while they were leaving. The woman turned
around and tried to do a namaskaram with her normal hand. It was an emotional
moment for everyone at the branch.
A month passed when the young man approached Ms.Jayakala’s desk, and
enquired “Chechi, do you do provide loans at your bank?”. It turned out that the
young man was into real estate business and wanted to give a lead of a home loan
to her. This lead was processed and a Home Loan of Rs.1.20 crore was disbursed.
Thereafter, every now and then the young man drops in to say Hello and gives leads
for Insurance, Home loans and Car loans from his circle of friends and business
acquaintances.
When asked the reason of doing so, he replied, “Never in my life I thought I would
meet people so willing to help, in a bank. This is my way of saying thank you.”
 What is your opinion about actions of Ms.Jayakala?
 Whether such services are doable in the Bank?

Common point for discussion

 What would be the impact of such scenarios on customers, Branch, Bank,
individual employee and other team members?