I moved 11 years of account history with Bank of America to a local Overland Park, Kansas bank with one branch location.
When I say local, I mean 20.69 miles from my home. Pretty big inconvenience for me, wouldn’t you say? Yes and no.
I’m a loyal customer to my new bank for a few different reasons. My old bank would probably never guess why I left them, but if they asked, here’s what I would say:
- When I call I don’t get a 16-option-automated message, then spend several minutes on hold, then tell my story to 3 or 4 people (or countries) before finally getting patched into the correct department who can actually help. I call, they (a human) answer.
- I have a Vice President’s cell phone number in my phone. Sometimes he’s out and about in the bank and usually not at his desk. He wants me to have easy access to someone who can help if I’m in a pinch or having an issue.
- When I pull in to the drive thru, John says, “Hey Sarah – how are you?”
- When my son or daughter walks into the bank with me, they are treated with the same enthusiasm and praised for bringing in their piggy banks.
My new bank isn’t perfect – but they know me by name and that’s important to me. By showing that they know me they’re telling me I’m important to them as a customer. I’m a highly social person. Personal connections matter to me and I’m very vocal about what I like and don’t like. I think my bank is pretty remarkable, so I make remarks about them — good ones, all over the place, online and in person. Yes, I am where good referrals come from, and I’m not alone. So, if you want to grow your branch, get out from behind your desk and make some new friends. You just might find the change to be pretty remarkable.