The top brass of State Bank of India (SBI) is working hard to sell auto loans to customers, even cutting processing fees - but the message, it seems, is not percolating down the organisation. Take, for example, the experience of a resident in Kharghar, Mumbai. He went to his nearest SBI branch for a car loan and was asked to go to the branch near his office in Taloja. After the harried customer went to the Taloja branch, he was asked to go back to Kharghar.
When the customer went back to the Kharghar branch, he was then asked to go to the branch nearest to his company's headquarters, which was in another city. Clearly, SBI's ad campaign and all the efforts by the leadership are being wasted. The customer finally went to a private bank for the loan, even though it meant paying higher interest.