President and COO Jay McKenna passed along this letter praising New Berlin Branch Manager Kimberly Kohler-Foltman. Jay writes: “This is a wonderful letter from a very appreciative customer. Kim, thanks to you especially for going above and beyond. Outstanding, caring service like this is what keeps us on top. Congratulations to all on a job well done.”

Here’s the letter:

Dear Mr. McKenna,

The reason for my letter is to call your attention to an extreme case of customer service far and beyond the call of duty. A week ago, on Sunday, August 4th, Kimberly Foltman, the Manager for the New Berlin Branch, did the impossible by opening the bank so we could access our safety deposit box to retrieve our passports and catch a plane out of Chicago. While Kimberly made the final decision and met us at the bank, additional credit needs to go to your 10:00 AM Sunday Telephone Help people who handled the initial call. They escalated our request through channels in an efficient and professional fashion. Thanks to Kimberly, this experience was indeed North Shore Bank’s finest moment.

Over the course of our three plus years of doing business with North Shore Bank, we have consistently received excellent customer service, exacting and consistent bank services and always a welcome greeting whether in person or by phone. North Shore has always appeared grateful for the business we have to offer, though we certainly are not a major client. That was your Bank’s commitment when we signed on, and that is a commitment fulfilled.

Moments such as these should not go unnoticed. We are and shall remain steadfast and loyal customers. I thought you should know why.

Kudos to Kimberly and to all the rest of our team who helped our customers when they were in a bind! Great work, everyone — keep it up!