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3698 Texas Star St

El Paso TX 79936

March 18, 2014


Bank of America
Attn: Maria Holmes, Chief Executive BAC
5004 Montana
El Paso TX 79903

Dear Ms. Holmes,
Ive been a teller at the Chelmont branch since 2010 and Im very proud of being part of this
team. I understand that as a teller I need to meet sales goals, however lately I have found myself
having trouble meeting those goals. Im writing you on behalf of the arduous work that obtaining
referrals has become. The customer wait time has affected our sales scores since we changed our
business hours because we have had an increase of customers coming in to the banking center.
The reduction of tellers has also increased the waiting time of our customers which has
dramatically impacted our sales numbers.

Usually, the waiting time for a customer is between 15-20 min from standing in line to the end of
their transaction. By the time we get to talk to the customer about a new product they dont want
to wait anymore. When the customer does decide to speak to a personal banker about a product
they usually wait a couple of minutes and leave before they are called into an office. I find this to
be an issue because it is necessary that customers speak with one banker so we can complete the
sale. This means that customers have to wait in the lobby an extra 20-40 min to be helped by any
available banker. This affects the number of our referrals because customers get tired of waiting,
get bored or anxious so the percentage of customers that do wait is very low. My suggestion is
that we could include a television in the lobby so customers wouldnt feel the pressure of time
and would be more relaxed while waiting. I think this is a great solution because customers
could be watching the TV, while they wait for help. The probability that they would leave are
reduced because now they are entertained. In fact one of our other branches has implemented this
feature and the results in their sales rates have increased a lot and they have actually higher rates
than our branch.

I guarantee you Ms. Holmes that if you help us by adding this feature to our branch, not only will
the sales rates increase but the customer service will be exceptional. Give us an opportunity to
show our potential. We just need an extra resource so we can increase our sales scores. I look
forward to the solutions you will propose. Thank you for your time and consideration.


Sincerely,

Briseida Gonzalez

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