Managers

On my last visit (saturday morning) to HDFC bank, i saw the branch manager trying to assist people... I was struck by his down to earth attitude to handle people... In my previous visits i have seen some juniors of HDFC or i felt, contracted employees helping the customers...
I was keenly observing the way he was handling each and every customers standing or looking frustrated... I saw a man in a very furious mood, telling the manager that he didn't got his FD couriered and he has called the bank 10 times, to check this, but didn't got any more information from them... That man was in real mood, to bash anyone who asks him about his problem... Then i saw this manager approaching... i wanted to see how he handles him..
There are previous instances when i had seen this manager handle this calmly (but mostly he used to sit in his cabin and handle them)...
This manager calmly listened to him.. asked him his exact problem without too many questions... and approached the help desk to get a solution on it... Within minutes i could see the furious man turning into smiling person, with a satisfied look...

I came home and told my experience to my best friend... she told that... "haven't u seen the SBI branch manager too helping others?"... i thought, i am really impulsive of the good acts i see... she told "it is their duty to do so"... :(
i said ok :( ... because i thought this manager guy would bring in a change in the way managers handle things in banks by personally looking after some of the customers and getting first hand feedback rather than "in the cabin feedback"...
but if everyone does that, then i told myself, that they might have learned it in their B-schools... :)

Whatever...