illustration depicting confusion

Letters From Leton: Do you know where I can find a…?

If your weekends are like mine, the little things that happen during the week accumulate and are addressed on the weekend.

The spring and summer seem to bring more of these projects on as the accumulation period has not just been a week but an entire season (winter). Often the project will involve the need to travel to a business for items that help you out. Paint, caulking, screws, tools, well you know the routine. And not being a regular shopper at the business, you can get a bit overwhelmed. That is when you turn to an employee and ask the question… Do you know where I can find a (you fill in the blank)? I admit that a significant amount of the time, where I go to shop is based on the level of knowledge and service of the people at the business. Don’t get me wrong, price is important, but the icing on the cake is employee knowledge and help.

Education and knowledge are such an important part of what we do and to be frank what keeps the doors open competing against larger organizations. A cornerstone of our customer support credo is our 5-5-5 rule. Open 5 minutes earlier than the posted time. Close 5 minutes later than our posted time. And spend at least 5 minutes in a huddle with your fellow employees sharing and learning. All of these create a positive relationship with customers and their needs and expectations. However, it is not just important that one person (me) or a group (lenders, market ops) learn. It is important that all of us do so and be committed to doing it every day.  As the old saying goes the chain is only as strong as its weakest link.

All of our employees and officers want to be fully aware of what we offer, and we know our customers do too. That’s something PVB is committed to improving continually.

Have a great day.
– Leton

“Letters From Leton” is a blog series comprised of the weekly updates that Leton Harding – President, Chairman, and CEO of Powell Valley National Bank, shares with the Bank’s team members. These newsletters are full of uplifting anecdotes and intriguing insights that are applicable beyond the Bank, so we want to share them with you.