Success Story

Learn how The FISH! Philosophy helped this hometown bank experience a significant increase in customer satisfaction levels.

Citizens First Bank

Sprint Global Communication Services helps Sprint’s long-distance customers get connected around the world through more than 1,000 employees in seven call centers across the country.

Situation

Located in the heart of Central Florida within the affluent 55+ active-lifestyle community of The Villages, customer service and interaction at Citizens First Bank needs to model the balance of “Old Time Florida with a new mood” and feeling characteristic of The Villages lifestyle.

Objectives

  1. Empower staff to cultivate intimate business relationships with customers.
  2. Exude a banking environment that reflects the casual lifestyle residents of The Villages are enjoying.
  3. Attract and retain employees committed to Citizen’s “Extreme Customer Service” motto.

FISH! Approach

  • Infuse all banking environments with FISH!

  • Make use of fun FISH! accessories as tangible employee and customers reminders that FISH! lives at Citizens First Bank.

  • Continue to generate fresh ideas to extend The FISH! Philosophy into delightful customer-service initiatives.

Fresh FISH! Experiences

  • Creation of the “10-Foot Rule” which means all customers get a personal greeting within 10 feet of entering the bank.

  • Walking customers to their vehicles with Pete the Perch.

  • Creating a drive-through window for customers with golf carts.

Results

  • 50% productivity increase.
  • 50% less complaints.
  • Significant increases in customer satisfaction levels and transfer of client assets from competitive financial institutions in clients’ hometowns to Citizens First Bank.

“Since Fish! helps pull everyone together, working relationships are much more respectful and satisfying. Everyone comes to work in a better mood, with an open attitude. And all of us are having fun with stuffed Pete the Perches on our computers and wearing Pete lapel pins.”

– Diana Bowles, VP and Branch Manager

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