FNB – 20 cents well invested

When I was 5 years old I accompanied my Dad to FNB to do some banking . . . . .  there something happened that resulted in me becoming a loyal FNB client, even 25 years later.

My Dad filled in the pink slip as was the procedure in those days. I too took a slip and found my own booth. Minutes later it was covered in squiggles and scrawl the likes of which only a 5 year old can master.

When we got to the front of the queue he sat me on the wide wooden counter where I could see the modern marvels of banking. He handed over his slip to the teller; after a lot of banging with a rubber stamp she gave him a stack of cash in return. I liked what I saw! I followed suit. The kindly lady behind the counter smiled, stamped the slip and gave me a 20c coin. My Dad knowing that her float would be short returned it to her but she insisted saying that I had filled in the slip correctly and could therefore make a drawing.

Proud as punch I left the bank with the shiny coin in my hand – to this day I have never left FNB.

This simple act by an ordinary and unknown member of staff secured my loyalty  - this was 20c well invested.  This is why I believe so strongly in empowerment – every member of staff has the power to make or break the brand.