We have excellent bankers in all of our locations! But, they came to us from various banks and various backgrounds. We needed to find a way to get everybody on the same page with respect to customer service, engaging our customers, and “the little bank way.”

We had to have a common DNA throughout our culture as it relates to expectations, skills, and results - service that was consistently excellent at every touch point. This DNA must define our bank and flow out of our mission to provide excellent customer service everyday. We are far from perfect but have seen and are seeing the benefits of investing in our people – not just talking about investing in human capital development but actually doing it. Our relationship with Integrated QSG has been and continues to be tremendously valuable to our bank.

Webb Tyndall, Corporate Communications Manager
the little bank

In today’s financial world, the competition – especially from the large holding company banks – is intense. The one advantage that we, as an independent bank have over them is the ability to offer our customers the best customer service they could ever hope to find. When you have a well developed service culture instilled in your employees, a high level of new business development and sales naturally happens. Helping customers find solutions for their needs is nothing more than customer service at its best! It is identifying a need and working to fill that need to the expectation of the customer and the bank. A dedicated level of customer service is a win-win for both the customer and the bank.

Dianna Lee, Marketing Officer
Troy Bank & Trust

Building a culture that serves the employees, the customers and the bank is not an option in today’s competitive financial services environment! It is an absolute necessity! Everybody wins! Creating loyal and advocate employees, creates loyal and advocate customers. We don’t see culture building as a project; it is part of who we are and what we want to be. We work hard at it, measure often and work to improve! The results speak volumes!

Janet Douet, Senior Vice President
St. Martinville Bank & Trust

Our desire is to provide the best banking experience possible, and to be the banking option for those that want and demand more. We are committed to providing a challenging and rewarding work environment for our employees through nurturing, retaining, motivating, rewarding, and providing a path for advancement. As our tagline states, Bank of North Carolina is “the place to be, for all the right reasons.” It is our goal to truly be the company where people want to bank, work, and invest.

Alisha Boger, Sales and Resource Development
Bank of North Carolina

Awareness is a key word I have gained from working with Integrated QSG. My eyes have been opened to how customers perceive the bank they do business with and I am more aware of the level of service I receive or don’t receive where I do business. I have grown on a personal and professional level and have seen significant positive changes in all areas of our bank. Our employees have increasingly become more knowledgeable about our products and services and as a result make recommendations based on individual financial service needs.

Lori Schutz, Vice President
Marshfield Savings Bank

Our market is heavily banked! For decades, we have survived and prospered despite the tough competition. With the industry changing and our market becoming more aggressive, we knew we had to seriously evaluate the human side of the bank. As a part of the analysis, it was evident we were missing significant new business opportunities.

We have and are making the changes to, not only compete, but win! Perfection is not our goal! Significant improvement is! In a short period of time, it is evident the employee development strategy we deployed is working. We see the light at the end of the tunnel!

Menza Dudley, President
Phenix-Girard Bank