|Ted Gerber, President / CEO||
In June of 2020, my family had a medical emergency that required an ambulance ride to the Twin Cities. As you can imagine, this was not a cheap trip. Initially, the insurance company denied coverage. Over the next 20 months, we (with the help of our independent local agent) went back and forth with the insurance company, sending emails, filing appeals, conducting “independent” hearings, until finally they agreed to pay the bill in full. Of course they never admitted any wrongdoing or took any responsibility for the delay. While we are happy with the outcome and indebted to our local agent for their help, the whole experience dealing with the big insurance company was certainly not pleasant.
That experience has made me think a lot about how our own customers feel when doing business with Community Bank. Certainly we hold ourselves to a higher bar than the health insurance company. First, we want doing business with Community Bank to be simple. It shouldn’t take a master’s degree in finance to understand your checking account, so we try to keep things as straightforward as possible. Second, we want to be a source of financial knowledge to our customers. We want you to get an answer to your question as soon as possible; if the first person you talk to doesn’t know the answer, they will find someone who does. And third, we want to be flexible. When a customer applies for a loan, we want to tailor a product that meets your needs.
At the end of the day, we want customers to view Community Bank as their financial partner, not just their bank. Simple, Knowledgeable, Flexible – three words that define how we want the experience of working with Community Bank to be.