Independent Banker - May 2022 - 63

Even though Alpine Bank can once
more conduct in-lobby shops, it's
continuing its digital shops, since
it finds value in measuring those
experiences, too.
" In 2021, we eased back in to
adding shops for our teller and new
accounts areas in person, " Smidt
says, " and in 2022, we will be adding
back our loan department shops and
introducing new shops for our wealth
management area, which we have not
conducted previously. "
Mystery shop advice for other
community banks
For other community banks
interested in launching a similar
While most of Alpine Bank's
in-lobby " shops " are carried out
here at its Glenwood Springs
branch, the program also has an
online element.
program, Smidt recommends
they first determine the initiatives
and goals they'd like the program
to support.
She suggests community banks to
be flexible and allow the program to
evolve to areas that need more focus
as time goes on. Look at the mystery
shopping program as a coaching tool,
rather than a disciplinary method,
and remember that a shop provides a
snapshot of service levels. " One shop
does not tell the whole story, but shop
trends over time, and conducting
other types of ongoing customer
research can help you keep your finger
on the pulse of your bank's service
experience, " notes Smidt.
It's important to think carefully
about whether monetary incentives
will add to or detract from the
program. While it is imperative
to celebrate wins, whether it is a
100% shop score or a score that has
improved over time for an employee,
adding monetary rewards can
sometimes create complications.
Finally, be sure to interview
multiple vendors to find a good fit for
your institution based on your needs.
As Smidt says, " The time you spend
doing your due diligence with the
vendor you choose will definitely pay
off later on. " ƒ
William Atkinson is a writer in Illinois.
independentbanker.org Q 63

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Independent Banker - May 2022

Table of Contents for the Digital Edition of Independent Banker - May 2022

Table of Contents
Independent Banker - May 2022 - Intro
Independent Banker - May 2022 - Cover1
Independent Banker - May 2022 - Cover2
Independent Banker - May 2022 - Table of Contents
Independent Banker - May 2022 - 2
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