We chose our bank because of one person. 

Her name is Loretta.  She doesn’t own the bank, serve on the board or hold a leadership position. She simply demonstrates the heart and soul of excellent customer service by consistently creating a positive customer environment. Not only with external customers like us, but also with internal customers, her fellow employees.  Loretta never says, “Hi, may I help you?”  She declares with gusto, “Hi!  I CAN HELP YOU!”  Oceans can move between these two similar comments.

    Since we make our living by “tracking” and passing on strategies of excellence we decided to intently observe and listen to Loretta in action.

Here’s an overview of her recipe for excellence. 

    She listens closely to requests and quickly restates what we want.  She is positive and always states what CAN be done versus what can’t be done.  You feel assured she can handle any request because of her knowledge and also due to her obvious connection with all the other employees.  If Loretta doesn’t have the answer you can bet she has direct access to the person who does.  She consistently performs a promised service dependably and accurately.  Upon the very rare occasions of making a “mistake” or missing a “time-line” she immediately takes full responsibility, blames no one, apologizes and presents a plan to quickly resolve the problem.  She doesn’t always model perfection, but she is perfect in her ability to own responsibility and implement solutions.
   
    Her desk sits open toward the front entrance door. It is clean yet homey and welcoming. Even when working with another customer she has the ability to honor them and also acknowledge us with eye contact and a smile. If, in phone conversations, she has to put us on hold to get information she regularly checks back to give us progress reports.  Her smile radiates even through the phone.

    Spending time with her while waiting for a meeting with the President is a pleasure, and we usually dislike waiting. When she says “Thank You” for our business she says it sincerely.  We actually feel like Loretta appreciates our business and we love to give what Loretta appreciates.

    Our secret belief was, without a doubt, we were Loretta’s favorite and most important customers.  While in the hospital, she sent a note. Our “inside track connection” with Loretta was as good as it gets.  When we attended her retirement party we were surprised to meet HUNDREDS of her other favorite and most important customers. We then discovered perhaps her most rare and valued quality.  She lifted us all up regardless of our bank balances, status or temperaments.  She treated us all as if we were the most valued customers.  Loretta is a “Hi, I CAN HELP YOU” kind of person, in business and in life.

Loretta’s excellence was a habit.  Her exceptional customer service skills were a practiced ability.  She always delivered the WOW!  

Hi! I CAN Help You © copyright Scout Cloud Lee. For more information about Scout Cloud Lee visit www.gatherinsight.com or click here to email to email your question.