Banking on genuine care to keep lifelong clients

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Metro Manila (CNN Philippines) — Banking is a business built on trust. 

It’s normal to expect people to take extra care in deciding where to put their hard-earned money.

Thus, the task of winning over their hearts lies in the hands of bank employees and their ability to demonstrate customer focus in what they do. 

It’s not rocket science — sometimes, what clients are looking for are people who genuinely care for and value their concerns. If done right, it could be the recipe for a lifelong partnership.  

True concern 

Others go the extra mile to attend to the needs of their clients, knowing that doing so can change lives. 

This has been the mantra of branch manager Arlette Gesulga. She has kept a number of clients with her unit for 30 years and counting. 

As an example, Gesulga regularly assists her 94-year-old client who frequents the branch for her transactions. In her every visit, she attends to the retired real estate broker’s needs given her impaired vision.

Her client, a pensioner, is beyond grateful.

“I’m sure that others will find my ways ancient and therefore cumbersome, because in this digital age you just push a button. But I can’t do that, so I suppose you need special people to stay and be patient with those who can’t cope with technology,” the retiree said. “I don’t know if I can find people like that anywhere. This bank has them.” 

For Gesulga, it’s her call of duty.

"Customer value, for me, does not end inside the premises of the bank," Gesulga said. "Banking isn’t all about money, it’s more about building human relationships." 

To this day, the retired real estate broker maintains her accounts with BPI. 

Customer service

Relationship manager Maria Sharon Velmonte-Bola knows her way around stressful situations. 

Having been in the banking industry for 16 years now, Velmonte-Bola knows that the best way to resolve client issues is to pay close attention to their needs and demands. 

This, in fact, was her secret to improving Shangri-la branch in Mandaluyong. The branch was always busy, as it is the only one serving that side of the sprawling Ortigas area on Saturdays. 

"It was mainly because I was able to identify the root causes of the problems in the operation and these were properly addressed and eliminated to prevent from recurring,” Velmonte-Bola said. 

“I always remind my team then and now that the clients are here in our branch because they have needs and we must sincerely help them," she added. 

Gesulga and Velmonte-Bola are good examples of how genuine and top-notch customer service will keep clients happy and loyal for the long haul. And you will meet a lot of employees like them who work hard to build lasting relationships at the Bank of the Philippine Islands (BPI).

Over the years, BPI, the pioneer bank in Asia and the Philippines, has introduced countless innovations in banking. As it celebrates its 168th anniversary this year, BPI shows that the secret to business longevity is true care for clients. This nugget of wisdom is carried on in its journey towards becoming a more digitalized bank, where the merging of human touch and technology lead to better, seamless customer experience.