ABA Banking Journal - March 2014 - (Page 10)
how banks keep
ABA BANKING JOURNAL
Neither sNow Nor raiN nor heat nor gloom of night will prevent mail
carriers from completing their routes-and the same could be said of the banking industry's dedication to its customers. "Customer service is critical to us,"
says Dave Miller, executive vice-president, Consumer Banking, at $23.9 billionassets First tennessee Bank Na, Memphis, tenn. "i think it's a credit to us as an
industry that we take our customers and their needs that seriously."
For many banks, exceptional customer service means long track records of
never closing. But that doesn't mean early closures or delayed openings can
always be avoided in bad weather. Flexibility is key. "we're flexible enough so
that if there's a mortgage closing scheduled for 2:00 p.m. on a snow day and
we close the branch, the people that need to do the closing would stay," says
Peter Judkins, president and Ceo of $335 million-assets Franklin savings Bank,
Farmington, Maine. "we'd accommodate whatever the customer wanted."
advanced planning helps when weather forces bank operation changes. "You
do need to have some advanced planning and some checklists," says Dennis
Mcintosh, president, Ceo, and chairman of the board for $213.2 million-assets
ozarks Federal savings and Loan association, Farmington, Mo. "we try to
When the weather goes awry
Table of Contents for the Digital Edition of ABA Banking Journal - March 2014
Basel III a bad fit for smaller banks
5 revenue ideas for the real world
ABA At Your Service
ABA Banking Journal - March 2014