The Real Magic

“Hello, Jean? This is ___________, manager of the ______________ Street branch of ______________bank.”

At the word “branch” I put down my coffee cup. A little too hard. A few drops splashed on the open notebook in front of me. I switched the phone to my other hand and picked up a pen.

My mind raced. I wrote down her name, the date, and the time. I took a deep breath. I’d just read about that monster data breach, and had placed freezes with all three credit bureaus. I’d turned “off” all but one of my credit cards. But maybe I hadn’t been quick enough? Maybe there was already suspicious activity detected on my account?

“I want to thank you,” she said, “for filling out the online survey after your recent visit.”

“Oh,” I said, nearly sputtering. I put my pen down, feeling a bit light-headed. “I did.”

“If you have a moment, I’d love to hear more about what went right for you.”

I took another deep breath. I needed a moment to return to my body.

“I do most of my banking online.” I said. “But the laundry in my building takes quarters. So once a month or so, I have to stock up.”

You heard that right: quarters. High finance. Making money moves. I’m that guy. I would not have blamed her for laughing. She didn’t, so I continued.

“I love the tellers at your branch. They are so gracious. I come in for this nothing transaction, and they are just lovely. There’s another bank closer to me. The folks there are perfectly nice, but it’s not the same experience at all.”

“I’m really happy to hear that.” My embarrassment did not prevent me from hearing that indeed, she was.

“I’m never sad to see _____________ and _____________. And I feel as if they actually see me.” My mind’s eye wandered from the bank outside to the street. “People can be so tuned-out. It’s all about screens and headphones. I don’t know where think they are, but it’s definitely not — ”

I stopped myself. She didn’t ask for the rant I could feel coming on. I wasn’t there to report that particular kind of suspicious activity; of how the magic of technology can take away just as much as it gives.

All I know is that something goes right for me every time I walk into the bank: I am met more than halfway. And I leave with a smile on my face, even though at the end of my walk home — up four steep San Francisco blocks — I have to do laundry.

Kindness is the real magic. The quarters are just a vehicle for it.

“I really appreciate them. I just wanted to make sure that it got noted somewhere. That it was part of the record. ”

“Thank you, she said. “I am going to share that with my team,” she said. “I hope you will be sure to say hello next time you come in.”

Of course I will. Because I’m that guy. Maybe you are, too.