The expressions of love and appreciation associated with Valentine’s Day were extended to customers of CIBC Caribbean who visited the bank’s branches on February 15. And it was returned in some instances, as loyal clients spoke glowingly about their long-running relationship with the financial institution.
They met top bank executives led by Chief Executive Officer (CEO) Mark St Hill who left the Head Office and joined tellers and managers at the various branches to interact with customers, listen to their concerns and offer gifts.
St Hill joined Director Personal and Business Banking Channels, Michelle Whitelaw and Branch Manager Francine Arthur as they helped customers.
Among the customers were clients with CIBC true love stories. One example was Helen Dumont, who was over at the Wildey branch. The 74-year-old who became a customer when she was 17 or 18 years old said it was because of the bank that she found the love of her life. She said she would not have met him had he not been transferred from his homeland, Grenada to work at a branch here. Her story was such that the customer service rep alerted the CEO who was working behind the counter and his greeting crowned her day at the bank.
It was not only the current generation of customers that got a taste of the bank’s appreciation. A future generation also received that opportunity. Ten children from the nearby Great Kids Elementary School, who visited the Wildey branch to entertain clients with their joyous singing, also felt its love. The children, dressed to celebrate African Awareness Month, had a meet-and-chat with the CEO who gave each of them a starter account of $100.
At all the branches, CIBC Caribbean employees greeted customers in true Valentine’s Day fashion. At Sheraton, they were serenaded by singer and trumpeter, Sonny Meraki, as branch manager Therese Clarke shared cake and special tokens and later waited for the next customer to walk through the door to surprise them with a special gift. That lucky person was Shawna Adams, a regular and loyal customer.
Maureen Griffith and Nick Vieira were among long-time customers who did business at the Speightstown branch that day. Griffith, who was with the branch since the 1970s when it was under the Barclays brand, said the high quality of service she experienced years ago from employees like Ms Harvey, Ms Jones and Ms Simmons had contributed to her continuing her relationship with the bank. Vieira, owner of the Orange Street Grocer, was also full of praise for the branch.
While the bank set out to show how much they appreciated their customers, the love also came from the other side as customers met and interacted with staff members not usually on the frontline.
For the bank’s Director of Organisational Development Liza Bynoe, the experience was rewarding. She said it was good to hear how clients felt about the bank’s operations. A highlight for her was speaking with customers about using the technology, especially the elderly ones who expressed fears.
“I gave them my perspective and from their remarks, I knew they appreciated it, but we have to wait to see how that translates into their use. However, having them see another side was worthwhile”, she said.
As for St Hill, he left his branch visits satisfied. The CEO, who joined the bank as a teller, spent some of the Customer Appreciation Day behind the counter in that role. He acknowledged that the current process of posting electronically was a far cry from his day when ledgers were used, and he understood why technology was a concern among the older generations.
He said he welcomed hearing about the challenges faced by a wide variety of the bank’s clients as well as being able to share with them some of the improvements. St Hill described the day overall as fantastic, adding that the bank has an excellent complement of staff who are giving their best.
“Meeting customers reinforced that and having good staff is all I can ask for,” the CEO declared.
(PR/BT)
