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PERCHE’ LE BANCHE NON SANNO FARSI AMARE

Le ragioni sono molte.

La prima, il cliente è sempre in secondo piano. Se si tratta di clienti piccoli, ne monitorizzano accuratamente il debordamento dalle condizioni pattuite. Se si tratta  di clienti che le banche stesse definiscono dormienti, li lasciano dormire. Non sono affatto propositive. Figurarsi poi se usano l’empatia come metodo di gestione delle relazioni personali. Se si tratta di clienti grandi o importanti, li blandiscono come fossero una panacea economica da sfruttare.

La seconda, dicono che ti seguono, oppure che fanno aumentare il valore dei tuoi soldi. Non è vero. Se fosse vero sarebbero anche propositive. Ti seguono così bene che se investi dei soldi e li perdi, la colpa è della borsa oppure ti dicono che le altre banche hanno fatto peggio. La tua banca non ne può mai nulla.

La terza, applicano degli spread tra tassi attivi e tassi passivi irragionevoli. Non solo, ma li cambiano senza avvisare i clienti. Evviva! Certo con i clienti importanti gli spread sono ridotti, per deferenza. Ma sono comunque sempre alti.

La quarta, non preparano i clienti, nel senso che non li premuniscono dalle possibili conseguenze di qualsiasi impegno assunto. Manca ogni gestione di relazione basata sull’empirismo! In compenso, quando non hanno argomenti significativi invocano il cosiddetto Basilea 2. Che nessuno ha reso divulgativo e pochissimi clienti conoscono a fondo. Chi lo conosce lo trova ostile come un recinto.

La quinta, lucrano troppi giorni di valuta nei trasferimenti di denaro da una banca ad un’altra o da banca alla stessa banca. Nel 1999 pubblicavo una ricerca su Il SOLE24ORE, dalla quale risultava che in Europa i trasferimenti da banca ad altra banca avveniva in giornata. Oggi, in tempi di Internet, nulla è cambiato, In Italia si continuano ad applicare come minimo due-tre giorni. Se non quattro.

La sesta, comunicano in modo obsoleto, autoreferenziale. La comunicazione è fatta in modo costoso, usano troppi supporti cartacei. Per di più poco accessibili. Sia l’autoreferenzialità sia i supporti cartacei sono ormai non solo obsoleti, ma poco credibili. Certificano solo  uno sperpero avvenuto. Se si pensa all’ingenuità del documento Patti Chiari di alcuni anni or sono viene da sorridere. Quante centinaia di migliaia di euro sono state buttate al vento! Non piace nemmeno agli addetti ai lavori di banca. L’uso dell’Internet per gestire le relazioni con i clienti è sconosciuto. I cartelli  luminosi scorrevoli e aggiornabili non eisstono. Non solo, ma gli avvisi cartacei di prelievi e versamenti arrivano a casa con un ritardo inverosimile. Non ha senso invocarli come documenti ufficiali. Sono superflui.

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In definitiva, sono passati anni e le cose non sono cambiate, nel senso che in nessuna banca italiana si ha mai la sensazione di sentirsi in luogo minimamente familiare, nonostante custodisca il nostro denaro.

Malgrado questo pensiero comune, malgrado i casi Parmalat, Cirio, Argentina, per citare i più noti, il comune risparmiatore raramente decide di cambiare istituto bancario. Nonostante le delusioni, gli estratti conto non trasparenti, i costi applicati misteriosi continua a rimanere cliente della stessa agenzia che magari gli ha anche rifilato lo stesso “investimento” di cui sopra.

Per ultimo, ricordo che fino a qualche anno fa era facile trovare tra i costi “i diritti di custodia titoli” con riferimento a titoli di stato che come è noto non sono stampati.

Alla prossima.

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