Case Study:
Banking on more personal customer service

Situation

A number of local businessmen created a bank that would cater to the needs of a medium-sized Colorado community. Starting with one downtown office, the bank management wanted to develop a corporate culture that focused on providing high quality, personal customer service immediately and effectively.

Enter PDP

Professional DynaMetric Programs met with the bank president to develop a vision for the bank. PDP analyzed the employee traits that would foster the bank's vision of providing seamless, high quality service in impeccable surroundings.

Solution

The bank implemented a dress code and employee standards system. Fresh flowers, tasteful furnishings and artwork underscored a culture that focused on service, consistency and dignity. PDP developed a team management system encouraging those employees whose friendly, outgoing personalities and "can do" attitudes supported the identified corporate culture.

Comment from the CEO

"The usual type of line staff that were drawn to the banking industry didn't fit our envisioned corporate culture. By quantifying that culture and identifying the types of employees who would support it, we were able to create a sophisticated environment that helps us stand out from the other financial institutions in town."

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