Customer Service Then and Now

Originally posted on Little Merry Sunshine, January 6, 2010.

Anyone who deals with the public is in customer service. I don't care if the position is janitor. If someone deals with the public, then they are in customer service. And even if their position doesn't explicitly deal with the public, but they happen to run into a customer of their company, they are now in customer service.

Nana worked in customer service for 40 years for what is now Bank of America (it started as Ellis National bank, then it became NCNB, then NationsBank and now it's Bank of America). She started out as a teller and through hard work over the years, she was promoted to Vice President of the Tarpon Springs, FL branch. Every step of the way, she dealt with the public. And every single day, she loved helping her customers. Whether it was helping a customer buy a $50 savings bond, open a checking account, or helping them with bigger issues, she loved helping people. She believed it was an honor to be able to serve people and knowing her the way I did, I can say with absolute certainty that she never once uttered the words "it's not my job."

One time, an elderly woman Nana had known for many years came into the bank with a man wanting to empty out her account in cash. Nana was with another customer, but overheard the woman telling another employee of her desire. Not recognizing the man and knowing the woman's family well , Nana called the other employee over and told her to stall the woman until Nana was finished with her customer. When Nana finished helping the first customer, she called the son of the elderly woman to make sure this was legitimate. It turned out the woman was being scammed by someone with less than scrupulous desires and because of Nana's intervention this was prevented.

I remember another incident a few months after she retired. The phone rang one day and it was her former boss. It seemed that he had a rather prominent (read: wealthy) customer in front of him who was upset with something the bank had done and was prepared to withdraw all his funds from the bank. The bank manager apologized for the error and tried in vain to talk the customer down. Finally, he asked the customer if there was anything he could do to keep his business. The customer responded that the only person who could convince him that this wouldn't happen again was Frances Paulk, even though she had nothing to do with the problem he was experiencing with the bank. Nana was only asked to speak to the customer on the phone, but she had known him for years and so she got in the car and drove to the bank to meet with him and reassure him that the issue would be resolved in his favor and would never happen again. Nana kept this man's accounts with the bank.

Her outstanding customer service was rewarded many times over; she won many awards from the bank for her superior service and even won the "Courtesy Award" given by the Tarpon Springs Chamber of Commerce. Customers waited in line to be helped by Nana even when other bank employees were available and could assist them. She had customers who were loyal to her for all of those 40 years. On her last day at NationsBank, customers showered her with flowers and gifts to thank her for all that she had done for them over the years. They came in person to thank her for her service and to tell her how much she had helped them. If they couldn't come in person, they sent letters and cards. In fact, there are two drawers full of letters from customers (or their family members) written over 40 years thanking her for her service to them and the way she especially helped to protect her elderly customers.

At her visitation and funeral in July, I can't begin to count the people who came up to me with stories of how Nana had helped them and shown them how to balance their checkbook or explained the benefits of CDs over a passbook savings account to give them the best interest rate. Her service was based on a selfless desire to help others be their best. Of course, she also worked during a time when her paycheck wasn't based on how many CDs she sold or how much she "up sold" people, so they always knew that whatever she told them was in their best interest and had nothing to do with her own best interest.

Contrast that to the customer service of today.

Mom and I had to visit a large national bank today. While we were waiting for assistance, a woman who appeared to be in her late-60s or so asked the bank manager if this bank had passbook savings accounts. He said no. She then volunteered that a local community bank did. He again replied that they didn't have them. She said she understood, but that she wanted a passbook savings account (you remember the "old fashioned" kind where you had a book like a checkbook register and the bank would imprint your activity in it every time you came to the bank) and would be switching to their smaller competitor for this service. The manager's only response was okay. He did not attempt to help the woman who was clearly a customer with services the bank offered or even ask her questions about her perceived benefits of a passbook savings account. He simply said okay and let the woman and her business walk out the door.

I wish we could get back to a time when companies cared about their customers and not just about the money they could bring in. When a verbal commitment meant action would be taken or that a promise was sealed. When businesses valued their customers and would not be so willing to just let them walk out the door unhappy.

What I know for sure is that when Nana first went to work in the banking industry, her bank was a small community bank because that's all that existed in 1954. Up until the late-1990s, her bank had that community feel, even though they were nationwide. Or maybe it was just my perception because I could pick up the phone and call any branch, say I was her granddaughter and have the red carpet rolled out for me.

I think that the solution for this problem is simple: Patronize only locally-owned, small businesses whenever possible. Reward businesses that provide superior customer service with more business. Say thank you for outstanding service. Go up the chain of command and not only thank the employee, but praise that person to his or her manager.

As for myself, as a business owner, I am committing myself to upping my own customer service and loyalty to my customers in 2010.

Nana's Retirement from NationsBank (now Bank of America)

Nana retired from NationsBank (initially Ellis National Bank and now Bank of America) on her 80th birthday, July 18, 1996, after 40 years of employment at the bank. During her long tenure, she was the first woman to become Vice President of any bank in the Ellis Bank Group and she mastered three different computer systems in 15 years - a feat for anyone of any age, but especially for a woman of her generation.

I remember when Ellis National Bank initially merged with another bank in the early 1980s to become NCNB. As part of the merger, the bank, for the first time ever, went to a computer system for banking. Each banker had to learn the new computer system and pass a computer competency exam in order to continue their employment. At that time, Nana was about 65 and thinking about possibly retirement. I remember sitting around her dinner table in Crystal Beach listening to her talk about whether or not she should retire and her beliefs about whether she could pass the computer exam. She honestly wasn't so sure.

But Nana was no quitter. She was a lifelong learner and believed education was everything. She was not going to let some computer system best her into retirement. So she studied and practiced everyday before and after work and when it was time to take the computer test, she passed it with the highest score of any banker, including many bankers 30 or 40 years her junior.

Over the years, the computer system would change two more times during her tenure with the bank. Each time, she had to pass a competency exam to keep her job and each time she scored the highest of any banker.

Before she retired in 1996, she learned how to use email. I'll never forget the day I looked at my email at Hogan & Hartson in Washington DC and I had an email from Nana. We emailed back and forth a couple of times before she retired. Although she never used them again, having those computer skills was a source of considerable pride for Nana. She didn't know any other 80 year old women who could use a computer and send emails across country.

The video below was made on the day of her retirement. The local ABC affiliate station came to NationsBank that day and did a story on her. It aired that night. We stayed up and watched it together. Enjoy!

Frances Paulk Retirement from Orange Video Guest on Vimeo.

Tarpon Chamber Holds Luau, Presents Awards

For fun tonight, I decided to do an internet search for "Frances Paulk" just to see what I might find. I honestly wasn't expecting anything, but among other things, I found this delightful article! I remember hearing that Nana had won a "Courtesy Award" at some point, but I just thought it was no big deal. Truthfully, it doesn't surprise me to discover that Nana actually did win this award (and was the overall winner, no less!) because she was truly one of the kindest, politest, most sincere people I've ever known. She always says please and thank you, yes ma'am or sir and no ma'am or sir. She lives the proverb "a soft answer turneth away wrath" (Proverbs 15:1).

Be sure to click on the title of the article below and scroll up to see a picture of Nana at the awards banquet.

Tarpon Chamber Holds Luau, Presents Awards
St. Petersburg Times - October 11, 1969
Times Correspondent

TARPON SPRINGS - More than 250 persons clad in bright Polynesian costumes attended a luau at Tahitian Gardens Thursday night, staged by the Tarpon Springs Chamber of Commerce.

The evening's entertainment included Polynesian music and dancing girls and the presentation of several awards.

Special recognition and plaques went to Karen Feltz and Spero Mailles for their heroism in saving lives in two accidents during the past year.

Miss Feltz, a resident of New Port Richey, pulled two men from the Anclote River December 17, 1968 when their car plunged into the water as the U.S. 19 bridge collapsed.

Mailles was able to revive one of two children he pulled from the water at Hudson Beach last summer.

The Chamber's annual "Courtesy Contest" awards went to Frances Paulk, assistant cashier at First National Bank of Tarpon Springs; Ronnie Hausen, Assistant Manager at Publix Super Market at Tarpon Mall; and Ann C. Smith, clerk at the Pick Quick Store in Buena Vista.

Mrs. Paulk was the overall winner. Hausen took the top spot in citywide competition and Mrs. Smith was the out-of-city winner.

Awards for the most colorful costumes went to Police Chief L.J. Buchanan and Jenny Williamson for their green and red Hawaiian attire.

Ellis Bank Promotes Three Area Residents

Nana and Mary Toth, her good friend of 50 years, were the first two female vice presidents of Ellis First National Bank. In any event, in 1977, this was really a wonderful promotion for two accomplished women.

JLG

From the Tarpon Springs Leader, Fall 1977

Ellis Bank Promotes Three Area Residents

TARPON SPRINGS - Three employees of Ellis First National Bank have been promoted. The announcement was made by A.L. Ellis, chairman of the board.

Robert J. Cunningham, III
Robert J. Cunningham, III has become affiliated with the bank as a vice president and to be manager of the Palm Harbor Branch to be established at the corner of Alternate 19 and Nebraska Avenue, Palm Harbor. Cunningham holds a bachelor of arts degree from the University of Alabama received in 1960. From 1960 to 1962 he was with the Fidelity-Philadelphia Bank and Trust company, Philadelphia, Pa. as assistant manager of the brokers loan department. From 1962 to 1964 he was an instructor in the personnel school of the U.S. Army and from 1964 to recently as assistant vice president and branch manager of the First Alabama Bank of Birmingham, Ala. Cunningham is married with three children and his parents are residents of Holiday.

Mary L. Toth
Mrs. Mary L. Toth, who has been affiliated with the bank for the past 21 years and heretofore serving as assistant cashier, as well as administrative assistant of Ellis Banking Corporation, was advanced to assistant vice president of the bank. Mrs. Toth is the native of Tarpon Springs, attended the University of Tampa, majoring in secretarial science and is a member of the National Association of Bank Women, Inc., American Business Womens Association, Tarpon Springs High School Band Boosters, St. Nicholas Greek Orthodox Cathedral, member and past treasurer of St. Nicholas Church Women, member of Tarpon Springs Hospital Auxiliary, Friends of the Library, past secretary of Periboia Chapter Daughter of Penelope, Tarpon Springs. She is married to William J. Toth and has two children.

Frances S. Paulk
Mrs. Frances S. Paulk Bredemeier joined the bank in 1957 and was made assistant cashier in 1962. She was the first recipient of the Courtesy Award given by the Greater Tarpon Springs Chamber of Commerce. She is a native of Mississippi and lives in Crystal Beach. She is a member of the Crystal Beach Community Church and member of the National Association of Bank Women, Inc. and is treasurer of the Gulf Coast Group of NBAW, having also been nominated for listing in Who's Who of American Women. She was elevated to assistant vice president of the bank in recognition of her service as assistant cashier for the past 15 years.

1980 Woman of the Year

American Business Women's Association

Tarpon Springs Charter Chapter

Names Its Woman of the Year for 1980

Frances S. Paulk

Mr. A.L. Ellis hired me twenty-four years ago to open and manage an Exchange Teller position. I have full responsibility of all corresponding bank drafts, including the sale and report of all Cashier's Checks, sale and report of all Government EE & HH Bonds, all travelers cheques sold and also refund and make report of lost travelers cheques. I issue all foreign drafts in the county's exchange rate currency, order all foreign currency for customers. Handle all incoming and outgoing collections. Remit and make reports for all Federal Deposity receipts. Send funds to foreign countries when customers need immediate cash. Handle and report all insufficient items and all stop payments.

I am Assistant Vice Presiden in the bank, receiving this recognition after serving as Assistant Cashier for fifteen years. My position does not warrant direct supervision of other employees only in a general way, to help when the time arises.

In my heart, my greatest responsibility, (and also a joy), was watching the accomplishments my children made, having reaared them from an early age, as their father died suddenly, and seeing them receive their degrees from college with honors, and I am sure they make a contribution to life in their own way.

Member of Crystal Beach Community Church having served as Financial Secretary and a Sunday School teacher for fifteen years. Member of the Community Club. Each year I respond to the calls collecting for Heart Association, Arthritis Foundation, Lukemia Society and others that arise. Member of the Tarpon Springs Hospital Auxiliary. Member of the National ASsociation of Bank Women, Inc., having served as TReasurer of the Gulf Coast Group N.A.B.W. Nominated for listing in Who's Who of American Women. Was the first recipient of the Courtesy Award given by the Greater Tarpon Springs Chamber of Commerce.