“It’s not often that I personally receive a letter from a customer raving about one of our employees, and this letter was really something,” notes human resources and compliance SVP Molly Schissler. The CEO of Big Shoes Network Inc. wrote her, district manager Cristen Baumann, and Shorewood branch manager Shannon Weber to let them know that Shorewood universal banker Laura DeBruin’s outstanding service was the deciding factor in the customer keeping their business and personal banking accounts with North Shore Bank.

“The letter included a detailed history (back to 1990!) of their business with us and described how, in April, Laura took the time to ‘personally investigate the situation and call me … the next day,’” Molly says. The letter continued:

Laura noticed, took the initiative to respond positively, took concrete action, communicated immediately and followed through to resolve the issue. Bottom line, there is no way we would have continued as a North Shore Bank business client had she not acted.

“So, way to go, Laura! I was happy to be included by receiving this letter of recognition,” Molly says. “Thank you for your daily contributions!” Above are Laura and Shannon, who gave her a gift card to favorite local restaurant Blue’s Egg.