Grameen Bank's ‘Sir’ problem

A Grameen Bank manager in Manikganj was caught on video scolding a customer for not addressing him as "Sir," sparking a debate on social media about respect, professionalism, and customer service. 

The incident occurred at Grameen Bank's branch in Jhitka of Harirampur, on Wednesday, November 6, and has since gone viral on Facebook.

The video shows Abul Kalam Azad, the bank’s second manager, confronting Subrata Sanyasi, a sweet shop owner from Jhitka Bazar, over his choice of words. Azad took issue with Sanyasi addressing him as "brother" instead of "Sir." In the clip, Azad can be seen heatedly telling the customer, “Why are you calling him 'brother'? You should say 'Sir.' It’s the rule here.”

Sanyasi, visibly surprised, calmly asked, “Where is it written that I must say ‘Sir’?” The interaction quickly became tense as Azad, gesturing firmly with his finger, reprimanded Sannyasi for “bargaining” and questioned why he would call an officer “brother.” The argument escalated, with Azad rising from his chair, visibly angered, as the customer responded, “Don’t talk to me like that with your finger pointed.”

According to Sanyasi, the dispute started when he visited the bank to withdraw funds. After being asked to return the next day, he casually asked, “Brother, when should I come tomorrow?” This remark reportedly triggered Azad’s reaction, with the manager insisting that he be addressed as "Sir." Sannyasi shared, “He pointed his finger at me and began to scold me, even pushing me out of the bank. When I tried to record the incident, he tried to grab my phone.”

In response, the accused manager, Abul Kalam Azad, commented, “What’s wrong with saying ‘Sir’? It’s just a small word.” He downplayed the incident, saying that it was unnecessary for it to become an issue.

Branch manager Adwaita Kumar Mridha later clarified, “There is no formal rule requiring customers to say ‘Sir’ at Grameen Bank. However, some offices have informal protocols. This incident may have stemmed from a personal dispute between the two. I spoke with the second manager about it, and he has expressed regret.”