The Cornerstone of Good Service: A Timeless Advantage 

In a world driven by evolving technology, businesses are constantly chasing the next big innovation—faster apps, smarter tools, streamlined service. In the service industry, speed, convenience and efficiency have become the currency of customer experience. 

However, in this race for modern solutions, one key ingredient remains timeless: good customer service.  

Every business considers similar factors, such as staffing, training, location and product offerings. But when everyone has access to the same tools, what truly sets you apart? What makes customers choose you over a competitor?  

Think about your own experiences. When you walk into a store, a bank or your favorite coffee shop—what do you value? A warm greeting. A positive attitude. Honesty. Accuracy. Integrity. These are the intangible qualities that turn everyday transactions into lasting relationships.  

Just like apples are an essential ingredient in an apple pie, these values are essential to unforgettable service—and they never go out of style.   

At Bank of New Hampshire, we live by this philosophy. Whether we’re interacting with a customer or collaborating with a colleague, service starts with respect. Respects means listening. It’s practiced daily—from our President & CEO to our Customer Service Representatives. We’re one team, united by a shared mission and a culture where every voice is valued.  

So, what does memorable service look like in action? Here are a few simple—but powerful—ways to bring it to life: 

• Respond to calls, emails and texts—ideally within 24 hours. 

• Make it easy for customers: offer to meet them where it’s most convenient.  

• Be curious. Ask questions. Let them tell you their story. 

• Make your greeting personal—whether it’s a handshake or a fist bump; always make eye contact. 

• Send a quick thank you note or message after your interaction. 

• Stay in touch. A quick check-in, coffee, lunch, or a call can go a long way. 

Great service isn’t a department—it’s a mindset. It’s what people remember long after the transaction is complete.  

As we embrace the tools of the future, let’s not forget the lessons of the past. Old-fashioned service never goes out of style. It’s a timeless advantage. 

Bio: 

Joanne Gagnon is Vice President – Commercial Banker at Bank of New Hampshire’s Concord office, located at 167 North Main Street. With over 25 years of commercial lending experience, Joanne is passionate about helping businesses find tailored financing solutions that support their goals. She can be reached at [email protected] or 603.230.4228.