Bank News

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Relationships. That is what banking is about, in the opinion of Messrs. Lee and Stipp. "The only way I know how to be a banker is to be a personal banker, one on one," says Lee. "And that means greeting everyone who comes in the door."

Stipp puts it this way: "Our customers seem to want personal service. They want to know who they are talking with and whether that person will be there tomorrow."

The retail attitude shows the minute the customer enters the lobby--in case the idea didn't get across from the blazing neon encircling the canopy atop the structure. Banners and back-lighted signs promote overdraft protection, home loans, 24-hour ATMs and account information, trust services, check card convenience and hours from 8 a.m. to 8 p.m. The bank's mission statement occupies a prominent spot on one wall.

And the effort to build relationships shows in the amenities: comfortable waiting chairs arranged around low tables covered with reading material; a popcorn machine; a combination coffee bar and calculator-equipped check desk; television monitors with the latest business news, and a low teller counter to enhance openness and rapport between customers and staff.

The retail attitude also means Community Bank & Trust aggressively markets such things as free checking (really, no conditions); an attractive package of services for small business, and a "bump-up" 15-month CD which lets the customer opt for a better rate one time during the term of the CD. It also means every employee participates in branch and company-wide financial incentive programs which provide bonuses for meeting sales and other types of goals, including collections and balancing teller stations.

This "store" has literally put Community Bank & Trust on the map at East Seventh St. and Rangeline Rd. in Joplin, the busiest intersection in four states,

Lee says. (Corners of Missouri, Kansas, Arkansas and Oklahoma meet near Joplin).

In addition to the traffic generated by these streets being important north-south and east-west routes, a new Target department store anchoring the comer occupied by the bank adds to the flow, as do restaurants and other businesses

"...this is the
way the busi-
ness is going."

The bank actually dominates the comer, being closest to the street, occupying the high ground and generally being a distinctive and highly visible landmark.

To illustrate the recognition factor, Bill Lee tells the story of an elderly lady who accosted him, wearing a Community Bank & Trust tee shirt, in a supermarket checkout line, "Oh, you're the new bank on the corner," she said. "It looks so young. Is it just for young people?"

"I beg your pardon," replied Lee. "We have customers of all ages." He gave her a card and added that the bank would like to have some of her business, too. A few days later she showed up at the branch and opened a CD account.

That wouldn't have happened while the branch occupied its former location. And it might not have happened if the new structure were less "retail" and more traditional. Stipp notes, by the way, that a more standard branch would have carried less cost. He figures that the canopy with attached signage, which is the building's dominant architectural feature, shading the entrance, a few parking spaces and the drive-in windows, added $200,000 to the tab.

"But I feel like it is an investment in marketing," he says. Besides identifying the bank, the neon tells the community, "We appreciate your business" and that this institution is "Employee owned and operated" (thanks to an ESOP which holds approximately 30% of the voting stock).

Besides being an attention getter and providing shade, the (next page...)


The retail feel of Community Bank & Trust's Joplin branch is evident the moment the customer walks in the front door. And everyone who walks in that door is greeted by Bill Lee (below) or someone on his staff.

Interior photo

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