Sterling Miller

My father, who will celebrate his 81st birthday next month, started his own bank in the early 1970s. When he began organizing the bank and selling stock, he went to his business associates, family, and friends in the community and had no trouble raising the necessary capital, exceeding growth projections, and paying dividends ahead of schedule.

I had the privelege of training as a teller there when I was 18 years old, so I spent a lot of time at my teller window, able to observe everything that was going on in the lobby. What struck me most then was the number of people my father knew, and how very friendly he was with everyone. He knew their names, their kids’ names, their relatives, their businesses, and he probably knew their dogs’ names too. He was personally involved.

He served as the president, so he had a very nice presidential office on one side of the building, but he rarely used it except to conduct occasional private business with a customer. His “real” desk was on the platform, in full view of every customer that walked in. He greeted everyone, and everyone greeted him. He mingled when there were lines, and made everyone feel important and appreciated, because they were. His laugh was infectious, and could be heard all day long. He seemed to always be happily doing something for someone. 

He was the original “hugger”. He lived the “personal approach to achieving astounding results”.

My dad is still as sharp as a tack, is more advanced than most people I know that are half his age on the computer, and still has many useful comments, ideas, and thoughts for his daughter, especially since I chose banking as my career and now have banks and credit unions as clients. He was curious about the “Hugs & Kisses” project I mentioned in the last blog post, and after a little chuckle (and I’m sure he raised an eyebrow too) he asked me for more details.

I explained, and later that night he kindly sent along some valuable insight and food for thought……

During the first three months of each year I visit the bank a couple of times a week making deposits of our members’ annual assessment fees.

Each time I visit, be it in the lobby or the drive-in, I get the exact same greeting; first a pleasant “Hello Jack” and after the transactions are completed, “Thanks Jack is there anything else we can do for you today?” Sometimes they’ll mention a particular product like a CD or something else.

I really do appreciate their friendliness but the same thing occurring time after time really gets boring. And I don’t really know how you overcome the repetitiveness. But what the heck else can they say? It isn’t as though you can have a tet-a-tet with them; they have the next customer to take care of and you want to get going.

The manager and I are also on a first name basis because if he doesn’t have a customer in his office, he is standing out  in the lobby greeting them. (this is a very recent change in his routine, he was always closeted in his office up until a couple of weeks ago) SunTrust bank has obviously learned some salesmanship lessons from you.

That is one failing I think on the part of most banks and CU’s, the manager is in his/her office all the time. He should have a desk as we did, on the platform where he/she can meet, greet and assist customers when not conducting private business for a customer. (I hate to say it but in today’s economic situation by doing the “two desk” method, many institutions could probably cut down their staff by one)

I think that sort of thing demonstrates a stronger feeling of friendliness than anything else they can do because he or she is not always isolated and apart from the “regular” folks.

I think a big opportunity to get new business overlooked by most banks and CU’s is their numerous opportunities to support or sponsor (financially or by their employees actively participating in) community events.

Today so many people are interested in “health” events like walkathons etc. in support of various charitable causes.

 I remember a couple of years ago when Kris was involved in a run or walk, I believe it was one of the college’s health benefits companies that provided  the pedometers for those participating in the event. I’m sure it didn’t cost the company a fortune but it’s little things like that that people remember. (in fact it was blue Cross/Blue Shield, I’m looking at the one Kris gave to me, and it has their logos on it but no name, that’s confidence!)

Another source of potential new business could be the teaching of customers on how to do their banking/investing on the Internet. I think there are a lot of people out here who would like to learn but are afraid to ask someone and would probably rather have a “disinterested” person teach them anyway. Group classes or even one on one seems to me like a good potential source for new business.

Classes on how to keep ones check book might be another possibility which could lead also to educating the student about how to handle their money and finances in a responsible manner. None of these subjects are taught in schools today.

Well, I’m out of ideas for the moment.