#PeopleFirst: More Than Banking
As with many a story, this one starts with a phone call. It was 10:30 AM on a particularly busy Saturday morning at Choice Bank in Grand Forks, and Fayka-El Sarraf was working the front line. When the phone rang, she picked up.
“Hello, this is Fayka!”
“Hi. I need some help,” the woman said.
Fayka learned it was Linda*, a newer customer who joined Choice a few months earlier. She was at a hotel in Rochester, MN, and was having trouble with her debit card.
Knowing the customer was waiting, Fayka worked quickly. She saw the debit card had been moved to ‘warm’ status because of how many attempts had been made. She moved the status back to active.
“It should be good to go,” she said. Linda thanked her and hung up the call.
A few minutes later, it rang again.
“It’s still not working,” Linda said, a touch of frustration in her voice.
Knowing the customer was waiting, Fayka worked quickly. “It should be good to go,” she said. Linda thanked her and hung up the call. A few minutes later, it rang again.
Fayka thought fast. She knew if that didn’t work, she would need eServices help. However, because they don’t work on Saturday, she knew she had to find another solution. She asked to speak to the hotel manager who agreed to push the reservation through since they knew Linda as a more regular customer.
“I will check back in on Monday to make sure everything goes through alright,” Fayka said, and then hung up.
With the help of Chris Danielson, Client Services Trainer, and Erica Shierholz, Director of Frontline Learning & Recruitment, Fayka was able to determine that Linda was using an incorrect PIN number. With a quick email to Linda, the problem was resolved and Linda’s hotel stay was good to go. However — the three of them realized this was the perfect opportunity for a Choice Bank #PeopleFirst moment.
They knew that, as the home of the Mayo Clinic, many people visiting Rochester are there for sick care. They decided to create a positive moment on her trip, and called the hotel one more time.
“Hi, this is Fayka and Chris with Choice Bank,” Fayka said. “We’d like to cover one of Linda’s hotel nights, and send the bill to Choice Bank.”
The hotel manager was delighted. They worked together to create a letter that the manager then had delivered to Linda’s room. In it, the Choice Bank team said:
They knew that, as the home of the Mayo Clinic, many people visiting Rochester are there for sick care. They decided to create a positive moment on her trip, and called the hotel one more time.
“Linda – When you called for help with your debit card, you mentioned being in Rochester, MN. Typically traveling to Rochester can lead to difficult times. We hope this isn’t the case for you and hope all is well with your family and friends. We will keep you in our thoughts and prayers just in case. Enjoy tonight on us! We have taken care of your room for the evening. Please let us know if there is anything else we can help with during your travels.
— Fayka and your Choice Family”
“I wish I could have seen her face when she read it,” Fayka said, grinning.
She may not have seen her face, but she did receive a happy email the very next morning when Linda received the note.
“You are right,” Linda shared. “We are here at Mayo for my father-in-law. He has had two stints done, a heart valve replacement and possibly one or two pacemakers may be done sometime. We do so appreciate your thoughtfulness!!!”
This is what it looks like to “Commit to your customers with undivided attention,” Chris said, citing a Choice Bank core value.
“Not only did Fayka help her out on a Saturday, but she also continued to help her through Monday as well,” he said.
Erica agreed.
“Being able to reach our customers outside of just a banking experience is so important,” she said. “I loved hearing Fayka and Chris problem-solve over the phone, and create a #PeopleFirst experience. It’s a great thing to be part of, spreading our generosity and care with others.”
As a newer employee, it was Fayka’s first time having an experience like this with a customer — and she was hooked.
“I’ve noticed everyone goes out of their way here. It’s not like other banks. And doing something like this… it shows how cool Choice Bank is,” Fayka said. “I love that we got to help a customer out like this. I can’t wait to do it again.”
Our People First values are at the heart of everything we do. Learn more about our passion for putting People First here.
*Name changed to protect privacy.