By Molly Schissler, VP, Human Resources
We had an overwhelming response to our recent contest for a trip for two to Las Vegas: 110 of you submitted stories about how you used the SOAR principles — Smiling to create a positive first impression; Offering personalized solutions; Actively listening; and Responding promptly and knowledgeably — to help a customer. President and COO Jay McKenna and I had quite the time reading all of the great material, and it was difficult to narrow them down to one lucky winner.
“The submissions were very inspiring, and I could certainly sense employees’ enthusiasm for their customers, co-workers, and the work that they do for them every day,” Jay told me. “I wish we could have given everyone a trip!”
Kelly is headed to Las Vegas for some well-deserved time off.
But of course we can’t. So we are pleased to announce our winner: Kelly Kading, Personal Banker with our Northland branch.
Kelly’s story involved assisting a couple who were determined to reduce their debt as they began planning for retirement in about 10 years. He used a retirement calculator and helped them set up an online account with the Social Security Administration; reviewed recent credit card statements; discussed refinancing with a 10-year fixed home equity line of credit; and set up a meeting for them with Investment Consultant Nick Huss, who now meets with them regularly. As Kelly put it: “We landed in their life at the right time, and our teamwork is helping them make the right moves to achieve their goals.”
He added, “It is really great to help people find solutions to their financial challenges. Our team of business partners can help our customers move through many of life’s challenges with help, so that customers don’t have to face those challenges on their own. It’s a win for everyone.”
Here are a few quotes from some of the other contest entries:
“I was able to sit down with her and get her books in order; you would have thought I gave her a million dollars. She thanked me just about a hundred times, for simply doing my job.”
“As it turned out, this product worked great for what her and her husband’s needs were at the time! She came in so excited to close on the loan and thanked me for always being there with a solution for her.”
“He was so appreciative of the help and the time I spent with him. I recently met with him again, and he had saved over $3,000 in less than a year. It’s been so awesome to see the progress he’s made, and I’m so glad I have been able to help him work toward his goals!”
And after a customer shared that she’d had to put down her dog recently:
“I told her that I knew it was hard and that we have many customers who have been in the same situation. I told her we would always remember her dog as very happy and smiley. I feel like my personal question, asking about her dog, made an impression that made her stay with North Shore Bank.”
A huge thank-you to everyone who took time to share their best stories about demonstrating our SOAR principles. We can tell you take it to heart and are living our customer promises — and making a real difference in their lives.
As for our winner, he says he and his wife want to ride the giant Ferris wheel in Las Vegas and see the mountains. And, he jokes, “maybe put $1 on the Cubs and the Packers to win it all too.” Enjoy your trip, Kelly!