“Slowness to change usually means fear of the new.”   

This age-old expression has taken on new meaning in the financial services industry lately.  I’m pretty sure I can count on at least one conversation with a client or prospect every week that references how difficult and time-consuming it would be to switch bank accounts.  And I get it—there is a lot to consider, including re-routing direct deposits, changing all of the online bill pay information, and updating what would be brand new account information. Seems pretty daunting when I consider even my own online banking activities. 

It’s a natural response that we all have when faced with change—but I would argue that what is comfortable is not necessarily what is best. I am coming up on my eighth year in Wilmington with First Carolina Bank, and after serving stints throughout my career at different financial institutions (from very small to very big), I have learned that unless you can differentiate yourself, you are likely not going to be successful.   

Differentiation in banking is a little tricky—we can separate ourselves here and there by the way we structure different loan transactions and by how we price our deposit offerings, but we all do pretty much the same thing. It is easy to say that we differentiate ourselves through our customer service, and it’s a standard tagline for nearly every financial institution I can think of. But in my experience, both as a customer and as an employee, much of this is lip service.   

So, what does exceptional customer service mean?   

After experiencing one of the most remarkable growth stories for any bank in the country during my tenure with First Carolina, I think I know what it means. And based on multiple conversations with unhappy clients who would love to move away from their current bank but are resistant to change, I absolutely know what exceptional customer service is not. If you are one of those customers who feels lost, unappreciated, and like your business doesn’t matter at all to your current bank, I invite you to let us help you. At First Carolina, you will get dedicated support, no 1-800 number, timely and efficient follow-up and problem resolution, and the peace of mind that comes with the realization that you absolutely matter to us as a client.   

I say this constantly to prospective clients and to prospective employees—the great thing about being part of this company is that because of our size and because of our growth, each and every client matters to us. When customer service is done right, it can turn the process of switching banks from a stressful one to a seamless, refreshing, and even enjoyable one. It really doesn’t have to be overwhelming—not if you have the right people helping you.