Independent Banker - May 2019 - 28
PORTFOLIO
Make customers happy-
even when they're
leaving you
Retail banking
Closing a customer account isn't a
happy occasion, but there are ways
of making the most of it. We look at what community
banks can do to make the experience as easy as
possible-or even get them to stay. By Carol Patton
few months ago, one of Community First Bank's customers
said she wanted to close her checking account.
Sharon Houser, assistant cashier at the $130 million-asset
Maywood, Neb., bank, overheard the conversation between
the woman and the bank teller and approached the customer,
asking if there was anything she could do to help.
By then, the woman had made up her mind. Still, Houser
reviewed her account, searched for electronic payments
28 Q ICBA Independent Banker Q May 2019
A
or automatic deposits, and inquired about outstanding
checks. By asking several key questions, Houser learned
that she planned on moving her money to another bank.
" She was very, very appreciative and thanked me over
and over for bringing these things to her attention, because
she had not thought about that stuff, " Houser recalls. " I
said if there was anything else we could do to help make
the transition easier for her, that we would be glad to help,
that we were there for her. "
Before the woman left, Houser asked if she would ever
consider returning to the bank. The customer wouldn't
commit either way, but at least, Houser says, " The door
wasn't totally shut. There was only a pretty small gap. "
Customers close bank accounts all the time. People
Independent Banker - May 2019
Table of Contents for the Digital Edition of Independent Banker - May 2019
Table of Contents
Independent Banker - May 2019 - Intro
Independent Banker - May 2019 - Cover1
Independent Banker - May 2019 - Cover2
Independent Banker - May 2019 - Table of Contents
Independent Banker - May 2019 - 2
Independent Banker - May 2019 - 3
Independent Banker - May 2019 - 4
Independent Banker - May 2019 - 5
Independent Banker - May 2019 - 6
Independent Banker - May 2019 - 7
Independent Banker - May 2019 - 8
Independent Banker - May 2019 - 9
Independent Banker - May 2019 - 10
Independent Banker - May 2019 - 11
Independent Banker - May 2019 - 12
Independent Banker - May 2019 - 13
Independent Banker - May 2019 - 14
Independent Banker - May 2019 - 15
Independent Banker - May 2019 - 16
Independent Banker - May 2019 - 17
Independent Banker - May 2019 - 18
Independent Banker - May 2019 - 19
Independent Banker - May 2019 - 20
Independent Banker - May 2019 - 21
Independent Banker - May 2019 - 22
Independent Banker - May 2019 - 23
Independent Banker - May 2019 - 24
Independent Banker - May 2019 - 25
Independent Banker - May 2019 - 26
Independent Banker - May 2019 - 27
Independent Banker - May 2019 - 28
Independent Banker - May 2019 - 29
Independent Banker - May 2019 - 30
Independent Banker - May 2019 - 31
Independent Banker - May 2019 - 32
Independent Banker - May 2019 - 33
Independent Banker - May 2019 - 34
Independent Banker - May 2019 - 35
Independent Banker - May 2019 - 36
Independent Banker - May 2019 - 37
Independent Banker - May 2019 - 38
Independent Banker - May 2019 - 39
Independent Banker - May 2019 - 40
Independent Banker - May 2019 - 41
Independent Banker - May 2019 - 42
Independent Banker - May 2019 - 43
Independent Banker - May 2019 - 44
Independent Banker - May 2019 - 45
Independent Banker - May 2019 - 46
Independent Banker - May 2019 - 47
Independent Banker - May 2019 - 48
Independent Banker - May 2019 - 49
Independent Banker - May 2019 - 50
Independent Banker - May 2019 - 51
Independent Banker - May 2019 - 52
Independent Banker - May 2019 - 53
Independent Banker - May 2019 - 54
Independent Banker - May 2019 - 55
Independent Banker - May 2019 - 56
Independent Banker - May 2019 - 57
Independent Banker - May 2019 - 58
Independent Banker - May 2019 - 59
Independent Banker - May 2019 - 60
Independent Banker - May 2019 - 61
Independent Banker - May 2019 - 62
Independent Banker - May 2019 - 63
Independent Banker - May 2019 - 64
Independent Banker - May 2019 - 65
Independent Banker - May 2019 - 66
Independent Banker - May 2019 - 67
Independent Banker - May 2019 - 68
Independent Banker - May 2019 - 69
Independent Banker - May 2019 - 70
Independent Banker - May 2019 - 71
Independent Banker - May 2019 - 72
Independent Banker - May 2019 - 73
Independent Banker - May 2019 - 74
Independent Banker - May 2019 - 75
Independent Banker - May 2019 - 76
Independent Banker - May 2019 - Cover3
Independent Banker - May 2019 - Cover4
https://www.nxtbook.com/mspc/independentbanker/october2024
https://www.nxtbook.com/mspc/independentbanker/september2024
https://www.nxtbook.com/mspc/independentbanker/august2024
https://www.nxtbook.com/mspc/independentbanker/july2024
https://www.nxtbook.com/mspc/independentbanker/june2024
https://www.nxtbook.com/mspc/independentbanker/may2024
https://www.nxtbook.com/mspc/independentbanker/april2024
https://www.nxtbook.com/mspc/independentbanker/march2024
https://www.nxtbook.com/mspc/independentbanker/february2024
https://www.nxtbook.com/mspc/independentbanker/january2024
https://www.nxtbook.com/mspc/independentbanker/december2023
https://www.nxtbook.com/mspc/independentbanker/november2023
https://www.nxtbook.com/mspc/independentbanker/october2023
https://www.nxtbook.com/mspc/independentbanker/september2023
https://www.nxtbook.com/mspc/independentbanker/august2023
https://www.nxtbook.com/mspc/independentbanker/july2023
https://www.nxtbook.com/mspc/independentbanker/june2023
https://www.nxtbook.com/mspc/independentbanker/may2023
https://www.nxtbook.com/mspc/independentbanker/april2023
https://www.nxtbook.com/mspc/independentbanker/march2023
https://www.nxtbook.com/mspc/independentbanker/february2023
https://www.nxtbook.com/mspc/independentbanker/january2023
https://www.nxtbook.com/mspc/independentbanker/december2022
https://www.nxtbook.com/mspc/independentbanker/november2022
https://www.nxtbook.com/mspc/independentbanker/october2022
https://www.nxtbook.com/mspc/independentbanker/september2022
https://www.nxtbook.com/mspc/independentbanker/august2022
https://www.nxtbook.com/mspc/independentbanker/july2022
https://www.nxtbook.com/mspc/independentbanker/june2022
https://www.nxtbook.com/mspc/independentbanker/may2022
https://www.nxtbook.com/mspc/independentbanker/april2022
https://www.nxtbook.com/mspc/independentbanker/march2022
https://www.nxtbook.com/mspc/independentbanker/february2022
https://www.nxtbook.com/mspc/independentbanker/january2022
https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
https://www.nxtbook.com/mspc/independentbanker/october2021
https://www.nxtbook.com/mspc/independentbanker/september2021
https://www.nxtbook.com/mspc/independentbanker/august2021
https://www.nxtbook.com/mspc/independentbanker/july2021
https://www.nxtbook.com/mspc/independentbanker/june2021
https://www.nxtbook.com/mspc/independentbanker/may2021
https://www.nxtbook.com/mspc/independentbanker/april2021
https://www.nxtbook.com/mspc/independentbanker/march2021
https://www.nxtbook.com/mspc/independentbanker/february2021
https://www.nxtbook.com/mspc/independentbanker/january2021
https://www.nxtbook.com/mspc/independentbanker/december2020
https://www.nxtbook.com/mspc/independentbanker/november2020
https://www.nxtbook.com/mspc/independentbanker/october2020
https://www.nxtbook.com/mspc/independentbanker/september2020
https://www.nxtbook.com/mspc/independentbanker/august2020
https://www.nxtbook.com/mspc/independentbanker/july2020
https://www.nxtbook.com/mspc/independentbanker/june2020
https://www.nxtbook.com/mspc/independentbanker/may2020
https://www.nxtbook.com/mspc/independentbanker/april2020
https://www.nxtbook.com/mspc/independentbanker/march2020
https://www.nxtbook.com/mspc/independentbanker/february2020
https://www.nxtbook.com/mspc/independentbanker/january2020
https://www.nxtbook.com/mspc/independentbanker/december2019
https://www.nxtbook.com/mspc/independentbanker/november2019
https://www.nxtbook.com/mspc/independentbanker/october2019
https://www.nxtbook.com/mspc/independentbanker/september2019
https://www.nxtbook.com/mspc/independentbanker/august2019
https://www.nxtbook.com/mspc/independentbanker/july2019
https://www.nxtbook.com/mspc/independentbanker/june2019
https://www.nxtbook.com/mspc/independentbanker/may2019
https://www.nxtbook.com/mspc/independentbanker/april2019
https://www.nxtbook.com/mspc/independentbanker/march2019
https://www.nxtbook.com/mspc/independentbanker/february2019
https://www.nxtbook.com/mspc/independentbanker/january2019
https://www.nxtbook.com/mspc/independentbanker/december2018
https://www.nxtbook.com/mspc/independentbanker/november2018
https://www.nxtbook.com/mspc/independentbanker/october2018
https://www.nxtbook.com/mspc/independentbanker/september2018
https://www.nxtbook.com/mspc/independentbanker/august2018
https://www.nxtbook.com/mspc/independentbanker/july2018
https://www.nxtbook.com/mspc/independentbanker/june2018
https://www.nxtbook.com/mspc/independentbanker/may2018
https://www.nxtbook.com/mspc/independentbanker/april2018
https://www.nxtbook.com/mspc/independentbanker/march2018
https://www.nxtbook.com/mspc/independentbanker/february2018
https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
https://www.nxtbook.com/mspc/independentbanker/november2017
https://www.nxtbook.com/mspc/independentbanker/october2017
https://www.nxtbook.com/mspc/independentbanker/september2017
https://www.nxtbook.com/mspc/independentbanker/august2017
https://www.nxtbook.com/mspc/independentbanker/july2017
https://www.nxtbook.com/mspc/independentbanker/june2017
https://www.nxtbook.com/mspc/independentbanker/may2017
https://www.nxtbook.com/mspc/independentbanker/april2017
https://www.nxtbookmedia.com