The Purpose - to clarify and perpetuate the Bank’s culture. An organization’s culture is the glue that holds together our values, beliefs, sense of belonging, self confidence, and the trust in people around us. It’s the “intangible” how we operate.
The Role - at any meeting where 3 or more employees are present you must tell a story that illustrates the demonstration of our culture.
Stories
Uba, a CSR for Graystone, recently made the announcement that she was leaving the Bank. Graystone never likes to see good people leave, but the circumstances were a bit extraordinary. The reason Uba is leaving, is to go back to Kenya (where she is originally from) because she feels that she can have a greater positive influence on people's lives and make it a better place. Uba truly embodies the Graystone Culture and she will be greatly missed!
Recently, there was a planned presentation reception at the Graystone Bank downtown offices. Lisa noticed earlier in the day that the entryway outside of the conference area where people would be was looking a bit messy. Due to the days activities, there were bits of paper and other items on the floor so the area did not look as clean as it should. Lisa knew that the cleaning people would not be arriving at the branch until later that evening, and after the reception. She took the initiative, got the vacuum cleaner out, and cleaned the area herself so it would look perfect when the guests arrived at the Bank.
The head of the Graystone Customer Service Center, Lindy, moved to a different office this month. Besides the normal issues associated with a move, moving all of your office items from point A to point B, the phone system had to be re-done for the new office space and she needed to have the phones covered for the day of the move. The Linglestown branch offered to cover the phones for Lindy, in addition to their normal days activities, so she could move "worry-free". Also, Jeremy made sure the phone system was moved over without any hitches and that her computer was up and running. It was a team effort and the move was seamless because of everyone's hard work.
Alex had a large shipment of toner and paper delivered to the office. She went down to the branch in the afternoon to haul all of the boxes to the appropriate places and noticed that the boxes were no longer in the branch. When she inquired as to where they were put, she found out that Jeneane had taken the time and initiative to load and put away every item for Alex, without being asked.
Howard had a number of things he had to get taken care of before he left for vacation. Although he had a full plate, he made the time to go to an employee's home on Friday to set up her computer so she would be able to work from home for a while (due to the fact that she had recently become ill and was unable to come into the office). He also worked late the evening before he left to make sure that everything was wrapped up, including a query list that a collegue had requested.
Recently, new Graystone t-shirts were distributed to all employees of the Bank. Jewel placed a call at 5:00pm to one of the branches and discovered that an employee who had just started at Graystone was accidentally overlooked and did not receive one of the shirts. There were no more t-shirts available in her size so she would have had to wait a few weeks to receive her t-shirt. Jewel knew how important it was for her to have one of the new t-shirts and just happened to be the same size as the employee so she gave her t-shirt to the new employee and said she would not mind waiting until the next shipment came in.
Heather was planning a meeting with a very important Graystone customer. Due to some recent circumstances with that particular customer and some issues that had occured, Heather invited Howard to join the meeting to better give the "back-end" operational perspective. During the meeting the customer expressed her frustrations and was extremely tense. Howard did a fabulous job handling the situation. He was calm, confident and patient and completely diffused the situation and put the customer at ease. Heather was extremely thankful that Howard had taken the time to be a part of the meeting and helped make the customer's experience at Graystone that much more rewarding.