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• W201233859 abstract "You won't find the best tool that Nicki Brown has at her command at Home Depot nor at Staples. (She doesn't care for chain stores anyway, and prefers to patronize local businesses.) The tool doesn't come from any banking product vendor either. And when it's not being used, it disperses into many parts. Can't guess what this is? It's The Wilton Bank Advisory Board, a collection of nearly 60 men and women from the area around Wilton, Conn., who meet quarterly to help Brown, president and CEO, and her staff figure out where to go. The advisory board--which was established before the bank opened its doors--serves as a Swiss Army knife of marketing. As a for-instance, Brown eschews mystery shopping as expensive and unnecessary because she has all these advisory directors doing business with the bank. All are quite ready to mention if service hasn't been stellar. And she needn't shop the competition, she says, because she has 60-odd agents out in the field who will tell her what they see the competition doing. And there's more. Brown says the advisory board functions as a built-in focus group when there are major new product ideas to try out. And the board serves as a good set of tea leaves about the local economy--members include consumers, doctors, CPAs, furniture makers, shopkeepers, real estate brokers, financial advisors, lawyers, and more. We've been doing this for years and it's a wonderful way to get the pulse of the community, says Brown. And it guarantees that if the bank ever stumbles on service, it won't stumble far. And that's very important to Nicki Brown, for whom service and community banking mean the same thing. And this is the mantra of the chairman of the ABA Community Bankers Council. Service, Nicki Brown style Go to the one and only full-service office of the $99.7 million-assets bank and you'll find a refreshing blend of classic community banking, and a dash of the unconventional. The drive-up window is there, the surcharge-free ATM is there. But when it comes to teller stations, The Wilton Bank takes a sit-down approach. Brown liked the European idea of sit-down teller service. So every station in the office has three chairs--two on one side of the counter for customers and one on the other side for the personal banker (and that title connotes part of the Wilton Bank difference) serving them. Another thing you won't see at Wilton Bank: velvet teller-line ropes. Brown refuses to use them. They imply that the customer will have a long wait. Unacceptable at The Wilton Bank. These are two little details of the bank's success story. But the woman behind that story made a fascinating journey to learn about service. And the trip didn't start in Connecticut. Lone-star roots Nicki Brown knows so much about Wilton, Conn., and has so much to do with what makes it tick, that you'd swear she's been there since birth. She navigates the twisty Connecticut roads like a yankee. She's a trustee and former president of the Wilton Historical Society and can tell you things about the pre-Revolutionary War town that only a devotee would know. She not only eats at Orem's Diner, well-known local landmark, but can point out to you where the original Orem's used to be. She and her husband, Bruce, make their home in a saltbox house built on the side of a hill. The Browns are avid gardeners and wage a friendly war with the deer that Connecticut gardeners know all too well. (Can't live with 'em, can't shoot 'em.) Bruce will happily relate to you-in the detail only an engineering physicist with a handyman's skills can muster--all his designs for foiling Bambi. But, while she now lives in this upscale enclave in the woods 55 miles northeast of New York City, Nicki Brown is a Texan. Get her to say Texas and you'll hear the vestiges of her twang. There are other little hints that Brown gives away, now and then, about her origins. …" @default.
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• W201233859 title "Nicki Brown: At Your Service: Starting at the Bottom, the Wilton Bank CEO Carved a Profitable Niche in Suburban Connecticut amid Some of the Giants of Banking. Her Secret? Remembering That Not Everyone Goes for Only Cheap Prices or High Rates" @default.
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