Thank You, Bank of America, for a Job Well Done

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I rarely step foot into a bank any more. With online bill pay, depositing checks with my smartphone, and using an ATM for when I need cash, there’s little need to do so. And so when I do need to go to a bank, it is usually something I want to get over with as quickly as possible.

Today I had to take care of a few transactions for my mom at a local Bank of America branch (Wayne, PA – in case anyone from B of A is reading this), and while I went in with low expectations, I left wanting to write about the positive experience I had.

The moment I walked in I was greeted by a friendly woman who asked if I needed help. I replied that I did and she immediately came over and started working with me.

When she was not quite sure how to handle a particular transaction, she asked the branch manager for some help. The branch manager, who was also quite personable, was able to get everything resolved in a timely manner. She even went beyond my reason for being there; setting up my mom’s account to earn extra interest and for a rewards program, helping to set up the B of A smartphone app for mobile banking, and making sure all of the paperwork for the accounts were in order.

And then to top it all off, as my Mom and I were walking out (quite slowly, as my Mom uses a walker), the relationship manager came out of his office to introduce himself, and even walked over to hold the door for us.

And here’s the most amazing part of the story – I’m not really a B of A customer. I was there on behalf of my Mom. They knew this, because at one point they asked if I had any accounts at the bank, and I said that I did not. They made no attempt to sell me on their services, but they did continue to treat me as one of their best customers.

But in reality, they really did sell me. If I had been in the market for a new bank, then I would not have hesitated to join this branch as a result of such a wow experience.

And while Bank of America has had its problems over the past few years (like many large banks), I think most people’s perception of a bank is based on what they experience when they visit their local branch, and not necessarily what they hear about in the news.

The people at a bank branch are the face of the organization, and in the case of the Wayne branch of B of A, it’s a face that could launch a thousand ships, or at least attract a few new customers.

Thank you for making my day; and for giving me something to write about.

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Jim Borden

Accounting Prof. at Villanova; happily married for 30+ years; father of 3 outstanding young men; vegan; interests: fitness, creativity, education, blogging, social media.

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