Bank of America 1998 Annual Report Download - page 19

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Please find page 19 of the 1998 Bank of America annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

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17
Jesse Cureton manages the University City Mortgage office in Charlotte.
“What you’ll hear a lot of around here is customer experience and customer service. I can sit
down with a customer and provide great mortgage products but the overall customer experience is
what is ultimately important. And that starts with me. I can be efficient and positive on the front
end but we have to constantly look for ways to make it better all along the line.
“What do I tell my people? Do what we say we’re going to do. Set proper expectations. In this
industry, that is the most important thing we can do. If we say we’re going to do it Friday and we
can deliver it on Wednesday, we’ve gone over and above. But let’s not say we are going to do it
Friday and not deliver until the following Friday. Set proper expectations and then exceed them.
“I also tell them that all of the associates of the new Bank of America are sales people. Every
one of us should be as committed to our customers as we are to watching our stock price on a
daily basis. From that I mean that all two hundred thousand of us need to sell this company and
the service that we provide. Can you imagine what would happen if we took all of us and we hit a
switch and we all became sales people for this company.”
Jesse Cureton (right), mortgage banker,
and Robert Farmer, Mulvaney Homes, in
Charlotte.