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It’s almost certain one of the major banks is missing out on large amounts of investment money.

John is the manager of a family trust. He mentioned to his daughter the difficulty of getting through to the investment section of X bank.

“Oh,” she said. “As you know, I am a trustee of several trusts and we gave up on that bank long ago.”

Longer queues to get assistance might cut down the wages, but it also cuts down on the number of your customers.

Our message: If you want people’s business, make it easy for them to contact you.