Psychic Customer Service

 For two weeks my fiance Sarah had survived without her purse. It contained her cash-card, VISA, drivers license, library card, sewing gear, lipstick  (and all those mysterious things women lug around).

It was not the first time she’d misplaced it. We’d turned the house upside down twice looking for it… but this time it looked as though it was gone for good.

“You’d better get your cards replaced” I said. “Have you called the bank yet?”.

She’s on the phone to BankDirect…

“No need to get a new card” they tell her… “We’ll help you find it!”

knockmanReally? How?

They’re right. Under one  minute later it’s found.

Can you guess how they did it? Use ‘Post a Comment’ (above) to send your ideas.

WIN! The closest guess wins a Knockman from Popup

Some Conditions
  • Postage: To a New Zealand or Australian address only.
  • Model: Knockman Planet Series 1 – Blindbox (subject to availability).
  • Sorry, BankDirect employees are not eligible – that’d be unfair!
  • Guess as many times as you like.

Update: We Have Winners!

Runner-up: Bob

labbit01“They performed a quick user interview over the phone, drawing up a basic persona documenting Sarah’s purse-oriented goals and the tasks performed involving the purse. Then, highly trained method actors employed on a permanent basis by Bank Direct acted out a skit featuring the most recent scenario with aforementioned purse, which elicited the answer to the purse’s whereabouts. It was in her handbag.”


Zef Replies:
Very funny Bob, but you were on the right track… (see method acting really does work!).

  • Bob’s prize is a Smorkin’ Labbit.

Winner: masemasemase

labbit02“I reckon Sarah called the bank to report her missing card. They looked-up her recent transaction history and let her know exactly where her last transaction was (probably at Common Sense Organics in Paraparaumu). She then re-traced her steps from there; thought about her ‘movements’ and discovered she left her purse in the car – cos her hands were full of bags filled with mung beans and tofu. Am I close?”


Zef Replies:
Are you stalking my family? Mase is 80% right, but he was very wrong about the tofu and mung beans. While it is true my family has been known to purchase mung beans and tofu, we don’t buy it at premium prices from Common Sense Organics – we go to Pak’n’Save right next door who has them for almost half the price.

  • Mase’s prize is  two Smorkin’ Labbits (I changed my mind about the Knockman – these are cooler).

So, how’d they do it?

Sarah called the bank to report her missing card. They looked-up her recent transaction history and let her know exactly where her last transaction was – it was a local shoe store.

She then re-traced her steps and discovered she left her purse in the shoe-store’s plastic shopping bag (which she had stored in the kitchen recycling cupboard).

What’s impressive about this is that Bankdirect didn’t just charge Sarah a fee and send out a new card. This is better for the customer  AND also better for the planet (saving on card-plastic and shipping).

Now, that’s great customer service all round…

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