The Royal Bank Leslieville opened its doors a year ago (Sept. 2007) as a brand new branch looking for brand new customers. Almost 12 months later, the beautifully appointed branch has established a strong reputation in the Beaches and Leslieville community as super friendly and service-orientated for both retail and small business customers.
Branch Manager Erin Shields credits this response with the overall approach that asks, “What are you getting from your bank?” Erin makes it a priority to continually train and coach staff in how to offer wholistic financial advice and top notch service.
“Customer services”, she explains, “Must start from the first point of contact – the moment someone walks in the door”.
RBC Leslieville draws most of its customers from local businesses, and/or residents who commute to and from Leslieville and the surrounding area. They stop off at the new shopping centre at Lakeshore and Leslie, finding it is convenient to do their banking there.
Although the Royal Bank “head office” recommends standard hours among branches, Erin adjusted the branch’s hours to correspond with those of the surrounding stores. It’s all part of the overall desire to make the community the number one focus. Erin’s no stranger to the community, having spent the past seven years serving RBC branches in the Beaches. She also hires staff from the neighbourbood if possible.
So what are customers saying about the Leslieville RBC? Word of mounth is definitely spreading and it’s the staff that’s getting everyone’s attention.
“This is the friendliest branch I’ve ever been to,” stated one happy custom. “I’ve heard about this branch!” claims another.
Erin is making sure this trend continues. “People in this area expect exceptional care,” she explains, “they know what is acceptable and what is not.” “We have to get it right the first time.”
RBC Leslieville is particularly suitable for personal and small business owners who need advice and services that combine both personal and business needs. In preparation for small business month this October, Sr. Account Manager Joanne, has been busy visiting local business owners. This will culminate in a special small business event by the branch in October (watch for details in Beaches Life!)
“There are so many different needs among our clients,” says Erin. “The goal of our staff is to help our customers reach their financial goals – whether these are simple or complex.”
Hours: Mon, Tue, Wed, 9 am to 4:30 pm
Thurs, Fri, 9 am to 7 pm, Sat, 9.30 am to 3 pm