I speak with clients every day. Sometimes, it’s tough to be cordial. Since I’ve started my current job (almost 2 years ago… wow), I’ve really started to notice good customer service. After all, I come from a generation of people who find the norm to be an hour-long phone call to a representative living in who-knows-where.
I registered for a new account at Bangor Savings Bank today, and my experience was exceptional. During my lunch break I walked over to the closest branch and spoke with the branch assistant. For the next half an hour, she led me through the process of creating my savings accounts with clarity and expertise; she instructed me of the options I had, explained when I would receive my checks and debit card, and made me feel downright comfortable with being a part of their institution. Even though my accounts wouldn’t be the biggest moneymakers for the bank, she really treated me as though I was part of the BSB family.
The statement that impressed me most, though, came at the end of the meeting. I had (wrongly) assumed that the bank’s records wouldn’t include the school savings account I had closed at the bank around ten years ago. When I left, the branch assistant simply said, “Welcome back.” That, for some reason, really made me feel at home.
After my meeting I was really glad I made the decision to go to Bangor Savings. She made me feel as though I could call anytime and have someone there to answer my questions. It’s one of the reasons why I like doing business locally. I also find it helpful to see customer service from the other direction… and see how important a good client relationship really can be.