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I've been working for the bank for quite a while and you can actually see the change in a lot of the staff.
It's not because they are made to do it, it's cause they actually want to do it.
It's bringing out individuals personalities and that's what I think the customers like about it.
The amount of flowers we've had delivered here, chocolate boxes. It's like a buzz isn't it.
I mean, if you're passionate about service then you really feel it when a customer walks in.
I would kind of class myself as a helpful banker.
Customers can ring up and things can be simplified for them.
Transactions are faster, they can just get it done easily.
When you know you've really helped somebody, it gives you a buzz for the rest of the day.
People, every single day, in their jobs are going out of their way to deliver this helpful banking.
We've got to keep up with new generations of customers that are coming through our doors.
We're more in line with the other retailers and thinking more about the customer experience.
It's what the customers have been wanting for ages so it's a no-brainer.
We all want to do well and want to do our best for the customers and want them to be happy when they leave.
It's like a eureka moment, we've finally started going in a direction that we need to go as a branch and a bank.