Letters From Leton: Solution Specialists

“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.


I recently had to get a new phone. The person who helped me at Verizon has a unique job title: “Solution Specialist”. I have to commend her as it was the easiest phone transfer I have ever had (I know, I know. Going from a Blackberry would be hard for anyone way back when).

When I looked at her title it struck me that although we all may have different titles at the Bank (CEO, CSR, Head teller, Bookkeeper, Office Manager, etc.), isn’t our real title “Solution Specialist”? After all, if a customer of the Bank comes in, calls, or emails – aren’t they looking for a “solution”? If a fellow employee has a need, are they not looking for a “solution” as well?

Maybe the solution for a customer is a new account or loan. Maybe it is a reset of their online banking account or an increase in their Debit Card limit. Maybe a fellow employee needs help resetting a password or creating a report.

I strongly believe that as time goes by, people and businesses will gravitate to businesses that have “Solution Specialists” and not just order takers.

Over the coming days, let’s consider how we interact with customers and fellow employees. Are we “order takers” or “Solution Specialists”? What else do you need to be trained on to become an even better Solution Specialist for your customers and fellow employees?

Let’s strive to be Solution Specialists.

– Leton