Tough Times in Creating the Customer Experience


Customer pees in bank


An elderly woman who could no longer control her bladder, urinated in the waiting area of the Independence Square branch of RBTT yesterday afternoon.

Eyewitnesses said the woman asked a teller to use the staff washroom because she needed to go very badly.

However, the woman, who was standing fourth away from the counter in a very long line, was reportedly told she could not use the bank’s facilities but could go to the KFC outlet next door.

A few minutes later, the woman went to a corner of the room, stooped, pulled down her clothes and urinated on the floor.

Other customers who were in the bank were reportedly shocked at what the woman did, but some supported her.

The incident caused a few customers to raise their voice in defence of the woman, who, after she finished relieving herself, rejoined the line to make her transaction.

The bank’s cleaners were then called to mop up the floor.

After finishing the transaction, the woman left without being questioned by security.

Contacted yesterday, head of corporate communication at RBTT, Paul Charles, said the incident was an unfortunate one which the bank wished could have been avoided.

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From the RBTT website:

“Welcome to the #1 … banking group”


“Building and maintaining long-term customer relationships based on mutual respect, trust, a superior service and confidence therefore remains the cornerstone of RBTT’s strategy.”


P.S. Since writing this post I have come to learn that this has also happened in other banks across the region, all coming from the need for banks to maintain security by limiting access to rest-rooms located behind the tellers.

Given the damage that it causes to the customer’s experience, is this really worth it?