Photo of fun house mirror

Letters From Leton: House of Mirrors

Seeing all the kids and grandkids having a great time at our bank picnic last month took me back to my youth. Back in the olden days before cable and internet, the event of the year besides Christmas was the County Fair—lots of rides, games, food, and exhibits.

One of the venues I remember taking the most advantage of at the fair was the House of Mirrors. You entered and were brought into an alternative reality. One mirror made you tall and skinny, another shorter, and another made your face look like an alien. It was an Alice in Wonderland experience

The past couple of weeks we have had an alternative reality experience as we went through issues of the software change for our Debit Cards. This experience has also reminded us that the number one deposit service we offer is debit cards.

Now, I am not going to revisit the issues. Rather, I want to focus on how our employees have helped our customers over the past four or five weeks. We had many calls about cards, transactions, and Mobi Money. I was proud to see our customer service responses were based on their personal usage and knowledge of PVB products and electronic services

The banking business has moved from a transaction business (deposits at the teller line, cashing checks) to an electronic business (well over 90% of our transactions are now Debit Card, Online, or ACH). Our bank’s future and our ability to take care of our customers depends on our employees making the transition into a “knowledge banker” and helping customers with tech and banking questions.

From my view, I can see our employees working towards that every day.

Have a great week.
– 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.