Issue link: https://catalog.e-digitaleditions.com/i/1447104
26 We have an older gentleman who comes in frequently. He has multiple accounts and spends a long time with us simply checking his balances. Many thought he was just grumpy at first, but I began to realize that he wasn't. He has very little activity on his accounts but still checks his balances daily and spends time in the bank ... coming to the bank is the one good part in his day. He comes in so he can be with people who will talk to him. He doesn't want to just be sent out the door. When I began to spark genuine conversation with him, that grumpy old man everyone thought he was just went away, he was so happy, he actually smiled. He doesn't need to check his balance every day; he does want to make sure his account is in good standing, but when he comes into the bank, it is the best part of his day. I do everything in my power to make sure that he has all the information he needs, offering statements, helping him figure math with bills and such, but then I take a few moments to ask how he is, talk to him about his plans, and just put a smile on his face and make sure he knows somebody is thinking about him and wants him to be okay. Kacie Wolter | Grand Junction | Personal Banking Representative I Employee Owner since 2018 I helped out a customer one day and used her name at the end of the transaction, and remembered who she was the next time she came in. When I used her name to greet her, she was so surprised I remembered who she was and was so grateful that I had taken the time to address her by name. It really made a difference in her day even though it was a super-simple and small gesture! Makaela Kellar | Mesa Mall | Lead Customer Service Representative Employee Owner since 2018 We had a customer come in needing assistance with his online banking and he was hard of hearing. I don't normally assist with online banking issues but our CSRs were all busy assisting other customers and he needed a more private space because of his hearing issue where someone could speak more loudly with him. I brought him into my office with our branch Chromebook and sat down with him and assisted him with his online banking issues and then went on to show him some of our other great online banking features and customizations. Nicole Guck | Ridgway | Relationship Manager Employee Owner since 2018