Letters From Leton: You Having The Usual?

One of the simple pleasures we miss is visiting the local diner or eatery. You know, the place where the waiter or waitress brings you water with lemon and a black coffee, as they know your “usual” before you even ask.

Why do we miss it? Well, COVID-19 of course.

But have you ever stopped to really consider the time and interest the server has put in to get to know you? Getting to know what you like (and don’t)?

Last week I attended a retirement luncheon at our Big Stone Gap Office for Jan, our Head Teller. During the socially-distanced lunch, I asked about customers and customer service, given our lobby by appointment process now.

Folks shared that things were going well and that on occasion, cars would get backed up at the drive-up. Since we have multiple lanes, staff would go out and suggest that drivers use the second or third lane. Many customers responded, “We will wait for Mary.”

You see, Mary is our primary drive-up teller at Big Stone; she handles the first drive-up lane, and folks love her. They bring her food, gifts, and other items.

Why this customer dedication to Mary? Because Mary is dedicated to the customers.

In fact, when the customers pull up, Mary often knows what they plan to do. She asks the customers, “The usual?”. When they say, “Yes,” Mary sends out the deposit slip with the customer’s name and account number already completed on it.

Over time, Mary has paid attention to her customers – what their “usual” is.

Simply being a friendly and caring teller (or waiter or Bank CEO) could be just fine – even viewed by most as an above average level of service.

However, being a friendly, caring, and attentive teller (or waiter or Bank CEO) takes service over the top and reflects care for the person and people around you.

I am very happy to say we have more than one “Mary” working at PVB – people focused on customer care and knowing ahead of time what the customer needs and how we can meet that need.

So next time you can go to your favorite diner or favorite small business, pay attention to that personal care you receive… and how nice it truly is!

Stay safe.

– 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.