DOES YOUR COMPANY GO THE EXTRA STEP

A customer came into a bank and asked to see a loan officer. The loan officer immediately came out of
their office, introduced themselves “Hi, Mr. Smith, my name is James. How are you today?” James continued his
conversation with Mr. Smith as he walked him to his office. Mr. Smith was interested in a car loan. James asked
the pertinent questions and with that, was able to immediately acquire a quote for him. James was not able to
beat Mr. Smith’s current rate. They continued to talk, realizing that James had went to school with one of Mr.
Smith’s nieces.

James walked Mr. Smith to the door, continuing the conversation. James noticed it was pouring
rain. He asked Mr. Smith if he had brought an umbrella and he said that he hadn’t. So James went back to his
office and grabbed his. He popped it open and said “Let me walk you to the car. It is way too rainy for you to be
out there unprotected.” So, James walked Mr. Smith to the car and thanked him for coming in. When James
came back to the office, he sat down and wrote Mr. Smith a note, letting him know that although they were not
able to assist him with a car loan, that if he ever needed assistance in the future, he should not hesitate to contact
him.

Two weeks went by. Mr. Smith came back to the bank and James recognized him. He immediately got
up from his desk and greeted Mr. Smith. He said “Hello Mr. Smith. It’s great to see you again. Is there something
I can do for you?” He said “Yes, can I see you in your office.” So they went to the office, with James next to Mr.
Smith asking how he was doing.

As they sat down, Mr. Smith took out a checkbook and gave it to James and asked him to open it. There
was a $2,000,000 balance of various types of money markets and CD’s. James was a bit confused. Mr. Smith said
“I have all of this money at the XYZ bank and no one has ever given me the service that you have. I would like to
move all of my money to your bank. Can you do that for me?” James was stunned. He said “Of course I can do it
for you.”

You may think that this is the end of the story but it is not. Mr. Smith left the bank a very happy man.
Remember, a person of wealth usually knows other people of wealth. You guess it. Mr. Smith told all of his
friends about James and they came in, one by one, with their big accounts.
 
Had the other banks done something wrong? Not really, but James did something incredible – he went
that extra step and it paid off, in more ways than one.


Dawn Mushill
Customer Service and Beyond
www.dawnmushill.com    dawn@dawnmushill.com
618-444-6808