The checking promotion flyer that brought the customer into the Mequon branch.

Mequon personal banker Tyler Quinn recently told VP branch sales manager Craig Witz about a very successful encounter with a customer, which took place on October 1, the first day of our new fiscal year, and involved teamwork from multiple departments:

Tyler Quinn

I just wanted to enlighten you about a customer interaction I had yesterday. She received our flyer regarding the new free checking account. Recently, her bank had started charging new fees, and it was safe to say she was not a happy camper, because she had been with them for quite some time. She went out to her mailbox yesterday, saw our letter, and drove right over to the Mequon branch. After some discussion, I was able to get her set up with our free checking and a savings account as well.

We talked about the daycare business she owns that is right down the road from the branch. I went over our business accounts and the perks that come with them. After hearing our options, she set up an appointment to bring her business accounts over to North Shore Bank next week as well.

I brought up merchant processing while diving deeper into her business needs. Earlier this week, her business’s card reader broke, so they have resorted to an online service in the meantime. I introduced her to Elavon and our partnership with them. I pulled out the comparison sheet between Elavon and Square that I enjoy showing customers. She was extremely interested in the services, but said her assistant takes care of all the merchant processing and payments. She asked if I had a phone number for the assistant, so he could reach out to that department. I gave them Elevon rep Harrison Loveall’s card, and she is going to have her assistant give him a call. I reached out to Harrison, sent an EAGLE referral, and informed him of their situation so he can be prepared when they call.

As if all of those amazing services were not enough, I was also able to have an investment and mortgage conversation with the customer!

She is a homeowner and currently has a 15-year mortgage with about 12 years left, at a rate around 3.30 percent. From previous conversations with mortgage loan originator Claudio Lanzo, I was aware that we have a 10-year option lower than 3.00 percent. Without quoting rates, I explained that it is a great time to refinance, because rates are on the lower side. I told her that Claudio would be happy to run some numbers past her, and that if in the long run it would not save her much, he would tell her. I passed her information on to Claudio, and he is going to reach out to her.

Her son’s certificate of deposit is also coming due in October, and they were a bit unhappy with everything going on recently and rates offering little to none. I told her that investment consultant Andrew Eichel has been able to help copious amounts of our customers recently to earn great returns on their funds. I briefly filled her in on the services he provides and that I have been introducing him to our customers recently and they have been extremely happy with the results. She is going to pass the information on to her son and give me a call to hopefully set up that appointment. She said afterwards that she is going to tell her son to come bank with North Shore Bank as well, given the service she received.

I thought you would appreciate this customer encounter as much as I did. Safe to say it is a wonderful start to our new accounts rollout! Without that flyer, I’m not sure she would have stopped into the branch.

Indeed, a nice way to start the fiscal year. Great work, Tyler and everybody else!