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National Bank
Less is More – Finding Comfort in Community Banks
The rural region of Pasco County, Florida, may not seem like it should be on the cutting edge of banking services, particularly when the banking system is in shambles, but here one community bank is doing things a little differently than those chain banks you hear about in the news every day (but you’re hearing about them for all the wrong reasons).
The best part is, their customers seem to like it! First National Bank of Pasco (FNB Pasco), “Your Hometown Bank” has been taking their slogan literally ever since opening its doors in 1986. Rather than following the same cookie-cutter national trends that have found bigger, “name” banks in trouble, FNB Pasco has gone back to the basics to give local families what they are looking for.
Ever gone into a bank to find a family room waiting for you? Under the leadership of its forward thinking CEO Robert Sumner , FNB Pasco has turned the workplace into a living space in order to make some of its local customers feel more comfortable and at ease while banking with them.
Launching its experimental “family rooms” in two of its most popular branches, FNB Pasco has redesigned the lobbies of these twin banks to include more comfortable chairs, TVs, coffee, cookies, donuts and orange juice.
Here customers can “hang out” while they do their personal banking, with no rush to get in and out or fill out paperwork in a hurry. While the concept might not appeal to those busy, on-the-go customers in some of its other branches, FNB Pasco avoids the cookie-cutter banking syndrome at all costs.
These two branches appeal to the retired set, those with more time on their hands and less interest in rushing their weekly banking duties. Here everything they need for a pleasant banking experience is at their fingertips; from TVs turned into the latest financial news to a helpful staff eager to answer their every question or even help them fill out their deposit slips.
How is it working out? Better than can be expected, according to Mr. Sumner. The two branches where he installed these "family rooms" have already increased in demand deposits 10 million dollars in one and 5 million dollars in the other. Mr. Sumner feels the response not only warrants the installation of family rooms in all his branches, but directly reflects the current atmosphere of his customers; they want to go somewhere they don’t feel anonymous, rushed or like “a number” when they do their banking.
Not content to limit FNB Pasco’s appeal to the younger market as well, Mr. Sumner has spearheaded a movement to have computers set up in each branch to help first-timers start up their online accounts and get used to the online banking experience.
Sumner feels many people avoid online banking, despite its convenience and quickness, because they simply don’t feel comfortable getting started. At these instillations nervous users can get hands-on experience from trained staff to set up their online accounts, including username and password help, site navigation and even making their first deposit, withdrawal, transfer or bill pay.
So don’t let appearances be deceiving; in one rural community well clear of Silicone Valley or Madison Avenue is making great headway by merging family values with high-tech tools to create a local banking experience like none other!
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