Dawn Conley

BOC Dawn Conley of our Illinois State Bank McHenry office admits that her branch has a small staff with little changeover.

“But sometimes people move on or decide to go back to school,” she says.

When Branch Manager Sue Tagatz and District Manager Lauri Lunde suggested that Dawn consider enrolling in the sponsor-training program, she jumped at the chance. “I said yes immediately, because I’m always ready for new challenges.”

“I really like going to Brookfield [corporate headquarters] for a change of pace and to meet people,” she says. “It gives me a better overall picture of how the bank operates.” Because it’s a pretty drive and offers learning opportunities, Dawn calls the adventure a field trip.

She finished the training Sept. 19, and she is delighted with having been able to participate. “I would not have guessed how fun and helpful it was going to be,” she says. “I’m surprised at how much I learned — different ways to approach people and how to pick the right words in talking with them.”

The training opened her mind to considering that working with a new staff member and working with a new customer have parallels. “Both need to be treated gently and with respect,” she says, emphasizing that using a softer approach is better than coming on too strong.

“A new employee should be treated like a new and valued customer. They should never be taken for granted, and all bank employees should speak with new staff as positively about our products and services as we do with customers,” she adds.

She enjoyed hearing about experiences others in the sponsor program have had with customers. “I love the stories that make your mouth drop open and you say, ‘Really? Someone really said that?’ Nothing surprises me anymore.”

Dawn had a pre-sponsor opportunity to train CSR Jeff Young, who started at McHenry in May. “I now realize I did some things backward,” she says, “but he’s still here.”

“Dawn is a very conscientious, upbeat, knowledgeable and thorough person. She makes everyone feel like they are a part of the team from the first day they start at this office. She is a great asset to the McHenry branch,” Sue Tagatz says.