Letters From Leton: Who’s Your (fill in the blank)?

Let’s face it – People are creatures of habit. We will abide/tolerate many things out of habit. This includes tolerating poor service and unfriendly workers. I am there with you.

For years, I have been going to an eye doctor and to put it mildly, I wasn’t getting the service I wanted and the nature of the product (the glasses) was less than stellar. More than once, I have had to take the glasses back due to getting the wrong prescription or some other issue. Recently I mentioned this to a co-worker as I have been trying to schedule a time to see the optometrist. “We may be able to get you in late April”, the optometrist’s office said.

As a result, my co-worker mentioned her optometrist to me. On Thursday of this past week, I happened to be near my friend’s eye doctor location. I went in and immediately felt a positive energy. It was friendly and clean, with music playing, and folks greeting me. Within five minutes I had an appointment for March 14th. Wow, what a difference from the eye doctor I had been using! Goodbye, old eye doctor – we are giving this new place a try!

Banking is the same way. Many folks tolerate their bank (poor service, rude people, and lack of services) when they could be with a true “full service” bank that is high energy and friendly – aka PVB! By full service, I also mean one that empowers the front-line folks to take care of their customers in the office and not transfer them to an operations center or an 800 number.

In today’s world, where 27% of consumers use an online-only bank, I wonder who their banker is. Shame on us for not helping people understand that even though they may only need a physical bank a few times a year, there is still great value in having a “real” local banker to go to in addition to all of the electronic services people use today.

When folks ask you “Who’s Your Banker?”, I hope you respond with Powell Valley Bank and boast about PVB’s personal touch to customer service!

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.