“In Massachusetts many banks agreed that their customers must remove their hats and sunglasses once they crossed a bank’s threshold. Of these branches, only 3% were robbed.” – The Economist
Perhaps the bank version of the “please turn off your digital devices” policy on planes is the no hats (or hoodies, or helmets, or sunglasses) policy.
Mr Delancaster-Swinbank-Slack is annoyed that the staff at his local ANZ branch continually ask him to remove his hat when he visits.
The sign at the door clearly indicates the policy, but Mr Delancaster-Swinbank-Slack is 83 and is no “young thug”, so he chooses to ignore it.
He puts ANZ staff into a difficult position because they can’t apply the policy discriminately to just the people they think look a bit dodge.
He notes that staff “usually relented because of his age and non-menacing appearance”. He puts the other staff working in the branch into an even more difficult position. Say someone else comes into the branch. Maybe they look dodgy, maybe they don’t. They’re also wearing a hat.
How do you explain to them that you’d like them to remove their hat when a couple of metres away Anthony is over there rocking his sports hat? Do you choose to ask the person who just walked in, potentially really offending one of your customers with the insinuation that they look suspect? Or do you not ask, knowing that the large majority of bank robbers cover their face/head in some way?
This post represents my views, not my employer’s.