Let’s assume for one moment that you are the President of one of the largest financial services companies east of the Mississippi. And, let’s assume that you’ve been under the gun because your company has lost its roots and forgot it is in the banking business. And, let’s also assume that your company has never been identified with exceptional customer service…maybe not even good service. Do you think if you got a letter that started out something like this you might take notice?

"I wanted to inform you of one of the most exceptional customer service experiences I have ever experienced and I am happy to say it was with your Bank. I have been a customer for almost thirty years. I recently formed a new business entity and needed to open a business account along with a merchant account. My experience was so delightful (and that is not a word I would use very often) that I have told many friends and colleagues and needed to also let you know."

The letter continues to describe what I sincerely called one of the most extraordinary customer service interactions I have ever had the pleasure to experience. I made a point of singling out by name and department/branch six employees who contributed to the experience. One lady, in particular, was so unbelievably good at her job and follow up that I suggested the bank monitor her work and make it the foundation of future employee customer service education programs. She was that good!

Besides sending it to the president I also found out the names of the exceptional employee’s supervisors (vice presidents) and also copied them.

Then I sat back and waited to hear how the bank would recognize these fine people. And, I waited and waited. I’m still waiting to hear from the President and his two vice presidents. It has been a couple of months now so I don’t expect I ever will hear from them. I did get a letter from the branch manager’s supervisor letting me know she had received my letter. She thanked me for recognizing them.

And, the unbelievable employee (who to this day is still following up with me) – what happened to her? I sent her a copy of my letter and she thanked me with sincerity. When I later asked if she had heard about the letter from her supervisors she said “no.” But it didn’t matter. The fact I had recognized her was enough, she said. She also never heard from anyone. If I were a betting man, I’d bet she will move on to a company who appreciates her.

I’d bet she isn’t waiting.

The Rest of the Story – About a week after I posted this article, I got a letter from the President of the financial institution. Was it a coincidence that the article appeared on my site and then I got the letter? Perhaps some assistant took action to not even show him my letter and it was only when it was published here that someone recognized themselves. I took great pains to make sure nobody outside of the president and the employees who rendered the wonderful customer service would identify the company.

Who knows, but to give credit where credit is due, the president did finally acknowledge my letter praising his bank and his staff for their extraordinary service. He made a point of acknowledging the employees by name.

The fact is that while the CEO might have been remiss in taking a couple of months to respond, the bank and their people are doing something very “right” in order for me to have that type of customer service experience. In the case of these employees, the majority of their talents and interests were focused on their customer and not on internal processes.

And, that is a great story for any company these days!