Letters from Leton: Scaled to Serve

This month, corporate executives, government leaders, economists, and others gathered in Davos, Switzerland for the World Economic Forum Annual Meeting. That’s a lot of influential folks all in one place talking about what’s going on in the world’s economies.

One morning, Bloomberg Radio aired an interview with Mike Corbat, the Chief Executive Officer of Citibank in New York, one of the world’s largest banks.

During the interview, he discussed how the American banking system is made up of different bank “groups” – like community, regional, and large national banks – and how each bank group is “scaled to serve” different markets.

Mr. Corbat’s comments rang true with me. “Scaled to Serve” means that Powell Valley National Bank is here (as a community bank) to serve our regional community in ways others cannot. The question we need to ask is, “How well do we serve?”

Service to customers is one of the few things any business (including Powell Valley National Bank) can control.

Good Service requires a positive attitude about wanting to work with customers and wanting to solve the problems they may have. Quality service does not mean you have all of the answers – but that you want to help the customer!

This week, I challenge all PVB employees to evaluate themselves – On a scale of 1 to 10, how would you rate your service to our customers (or fellow employees)? Write that number somewhere on your desk or work station, and next week when you come in, ask yourself: Am I satisfied with this number?

Hopefully this is one time you want to tip the scales to the higher side!

– 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.