At our annual awards presentation in October, North Shore Bank recognized 11 employees who have each received 20 or more compliments from customers every year for five years or longer. That’s a lot of compliments! Shorelines reached out to these Service Stars to find out what makes them tick.
What is a best practice that has helped you serve customers better?
“I honestly really do enjoy people — I have been working at North Shore for almost 29 years, and have met so many amazing people from so many different places, it blows my mind. I think people just want to be heard, and I always do my best to listen for small details and remember that they are regular people just like me; no matter what their balance is, large or small, I respect everyone the same. I consider this my chance to make everyone’s day just a little better by giving them my best. If I can make them smile and their day wasn’t so great before they came in, then we both win!” —Jessica Cranley, teller, Westgate
“I think a best practice for serving customers is trying to keep their perspective in mind. How much better does it look when you greet them and use their name, as opposed to doing neither of those things? Empathy is key — if a customer is upset, try looking at it from their point of view.” —David Holada, assistant branch manager–operations, Shorewood
“Recognizing and greeting each and every customer by name as they enter the lobby. All customers are treated equally. I take pride in my work and carry that over to the customer by doing the best job I can. Remember to have fun with the customers, also!” —Laurie Kocken, universal banker, Allouez
“I believe with my whole being in servant-centered leadership. I don’t sell — I serve. I don’t quote policy or explain why we cannot do something for a customer; I offer options, solve problems, and look for solutions and alternatives. I take ownership. I find answers. I don’t pass the customer on to someone else if I can possibly avoid it. I do not utter the line “It’s not my job,” because I truly believe it is ALL my job when it comes to MY customers.” —Coral Jordan, personal banker, Grafton
Why do you think you’ve received so many customer compliments?
“I’ve been with North Shore Bank 13 years, and I have to say it is so rewarding to me. I know everybody by name and also, by being the gabber, I find out a lot about them and their families. I think most of our customers come to me because they believe I can do what’s best for them and always help them complete their goals. I know they will miss me when I retire and so will the wonderful staff I work with.” —Marie Hamilton teller, Oak Creek
“I have been with North Shore for 21 years, and customers seem to like seeing a familiar face when they come into the branch. Over the years, I have been able to gain the trust and confidence of my customers. I always try to make their banking experience an enjoyable one.” —Susan Koch, teller, Southwest
“I believe I receive customer compliments because I put customers’ needs first. I build rapport with each and every one of them, so I can continue their banking relationship with me and North Shore Bank.” —Jeanine Wielepski, personal banker, Brookfield Square
“I think I have received so many customer compliments due to the fact that I have been here so long and built great, long-lasting relationships with my customers. I know almost every customer by name, and I am genuinely interested in their lives. I ask about their family events and financial needs, as well. I love my customers, and it is nice to see that they care in return.” —Sara Speich, teller, Muskego
“I have no idea why I have received so many customer compliments, but am tremendously honored to know that I have. I don’t know that I do anything special or have a particular ‘best practice’ — I am simply open and honest with people, and I feel that it is appreciated. People tend to want to know the ‘why’ behind things, and I strive to explain the ‘why.’ ‘Do what you say and say what you mean’ is a great best practice and fits in with the ‘open and honest’ strategy. People aren’t numbers, I don’t treat them like they are. I try to look out for what’s in their best interest, from the perspective of being their banker.” —Danielle Ritz, assistant branch manager–operations, Pewaukee
2017’s other Service Stars were Carmen Maurer (universal banker, Brookfield Capitol) and Rosanne Pulvermacher (teller supervisor, Brookfield Capitol).