Thursday, November 19, 2009

Nana Was Always #1 in Customer Service

For the 40 years Nana worked at Ellis National Bank, which later became NCNB, and finally NationsBank, she was always recognized for her outstanding customer service abilities. The day of her retirement in 1996 (on her 80th birthday!), customers came in to say good-bye who had been her customers for 40 years. Even after her retirement, those customers would call her at home and ask her questions because they knew that she would always tell them what was best for them and not just what was best for the bank. She treated everyone the same, whether they had $50 or $5,000,000. Wealth didn't matter to Nana. What mattered was that every customer she served felt important and valued. Nana also knew how to keep matters confidential. Her customers knew that when they told her their personal financial information, she was going to hold that information in the strictest confidence.

Needless to say, anyone in type of sales or customer service position could learn a thing or two from the way she treated her customers. And NCNB knew it, which is why when they created training videos, they always featured Nana.