It Is Not Just What We Say, It Is What We Do That Makes The Difference
When it comes to entertainment, everyone knows that Disney does it best. When it comes to guest relations, everyone knows that the Ritz does it right.
So when Paducah Bank wanted to create a corporate culture that epitomized the best of guest relations, they went to the source.
“Two years ago, four of our administrative managers went to The Ritz-Carlton Learning Center to tap into the best program of guest relations we could find. We learned from the pros; then we came home and formed a steering committee to guide our Bank through the creation of the quality process,” explained Joe Framptom, Paducah Bank CEO.
Later, The Ritz-Carlton team came into the bank, did a needs assessment, and provided facilitation as the bank developed the vision, mission, motto, and driving force behind its total customer relations philosophy.
“This philosophy now guides every action we take,” said Wally Bateman, bank president. “Our guest relations guidelines were developed and endorsed by every single person who works at the bank. Our employees are empowered to make decisions that best serve the needs of our customers.”
“Banking is a highly competitive industry,” Bateman added. Consequently, one of the most concrete ways to effectively differentiate one institution from another is to greatly elevate the level of service provided. “It’s just as easy to deliver great service as good service. So why not?” he said.
Each employee-owner of Paducah Bank now carries a card as a constant reminder that there is a central mission, an employee promise, and a specific credo that each adheres to in every encounter with clients and guests.
- The Paducah Bank and Trust Company is committed to the genuine care of our customers.
- Creating meaningful, lifelong relationships is our highest mission.
- We pledge to provide noticeably superior service in a relaxed, welcoming, and confidential manner.
- The Paducah Bank experience instills confidence and fulfills even the unexpressed needs of our customers.
“It is not just a set of rules. It is a way of life,” Bateman concluded.