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Toodle-oo, WaMu

I’m really sad to see Washington Mutual get swallowed up by Chase.  It’s a shame that screw-ups on the mortgage side have hurt one of greatest retail banking operations ever created.

Washington Mutual’s customer service in the branches is the best I’ve ever received from any bank, ever.  Somehow, WaMu has 2,000 branches and they still remember my kids’ names.  (Special thanks to Tom Ching for amazing support … I hope your job is secure.)

Chase: Don’t mess this up.  You have an amazing opportunity to learn how customer service should be done.  I’m not optimistic, but I hope you recognize what an rare learning experience this can be.  Chase: If you can add WaMu’s service ethic to your existing strength, you’ll be the greatest bank ever created.

Yes, I take this one personally. I left Chase for WaMu years ago, and wrote about it in my book.   

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  1. Torley September 30, 2008 at 9:42 am #

    I have mixed feelings because I have assets with both Chase and WaMu.
    Totally agree with you about WaMu’s service — their origin friendliness when I went to set up my account, and followup call were fantastic.

  2. Steven Z October 1, 2008 at 3:02 pm #

    I wish I had the opportunity to experience WaMu. I just pulled my investment account with Chase. Two days after closing my account I received a call from my investment rep; the first time since opening the account that someone took interest in my good fortune. Funny that Chase has an infinite amount of resources to sell me a credit card or a home equity loan. At Chase it’s all about selling products; customer retention appears to be an after thought.

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