How we’ve helped a customer and made a difference

WINNER

Ingrid Mahoney

 “I told her that we do not forget our customers after the closing and that we are always here for anything they may need.  As community bankers, we take the time to listen to our customer’s needs and think outside the box to find solutions for unique and complex situations.”

RUNNER-UP

Jennifer Duarte

“We help customers every day, simply by listening.  

By the time I receive a customer call, they’ve worked themselves into such a frenzy, that it’s not just one issue anymore.  It turns into "my car broke down," "the taxi was late," "my grocery bag ripped," "I had to wait at the doctor’s office," and usually, "now I have a headache."

My first response – I ask them if they have and/or have taken something for the headache.  Then, I go back through their list one by one, acknowledging and sharing their frustrations along the way.  By the time we get back to the beginning, I know the husband’s birthday is tomorrow and he’s going to be so surprised.  I know how many goals the son made at his last game and that the sister’s wedding is this weekend.  

Next comes the apology for having “wasted my time," the acknowledgment that they’ve already been heard and helped by someone else, and how great Eagle Bank is.

Listening?  That’s all they had to do to begin with.”