Steve Valdez says he was shocked when he was told he had to put his thumbprint on a check written on his wife's Bank of America check. Valdez says the check was written to him with the same address he has on his driver's license. Although he had two forms of identification both with pictures, the bank still required Valdez to give a thumbprint before it would cash the check.

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I just could not believe this when Dave Ramsey posted this on Facebook.

How do they hide their corporate embarrassment?

In three hours, Dave got 235 comments.

This is right up there (and surpasses) the 24 cent ranch dressing incident I recently blogged.

It is hard to fly with the eagles when you're quacking with the ducks.

First, I only blame the "line staff" to the extent that they did not call in someone who could override policy.

Second, I only blame policy to the extent that they failed to anticipate the circumstance.

I blame leadership who had the power to intervene and did not and who did not create an environment where customer service (even to non-customers – If I write a check on my account in your bank and give it to one of your non-customers, I expect you to cash it as a service to ME and to that potential future customer!)

It is hard to fly with the eagles when you're quacking with the ducks.

We must create cultures that go the second mile as naturally as they stamp forms.

For what it is worth, my personal and business experience with bank of America (especially their Fashion Faire branch in Fresno, California) could not be more accommodating, pleasant, and positive.

I hope the folks at this branch can learn a few things from this incident and be redeemed (not fired). Why start with a new batch of people who have to learn lessons the hard way?