Huntington National Bank 2005 Annual Report Download - page 10

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LEADERSHIP BUILT
ON CARING
“People are looking for a relationship,” says
Vice President, Retail Banking, Melanie Myers.
When it comes to Retail Banking, Huntington
has a hometown approach – it’s about caring
and making each customer feel special. Myers
adds, “Some of our competitors have become
so big they have forgotten who got them there.”
Huntington maintains its customer focus, which
requires associates supporting each other.
Managers lead by example, providing guidance
and mentoring. Myers calls it “servant leader-
ship,” describing it as her responsibility to
those who report to her. “I’m here to help them
succeed. I work for them, not the other way
around.” Senior Executive Vice President, Retail
Banking, Mary Navarro adds, “Our leaders walk
the talk, and people want to work here, do a
good job and help the customer.”
This high-touch attitude works hand-in-hand with
high-tech acumen. Last year, huntington.com was
again named to the top fi ve of fi nancial web sites
by Watchfi re® GómezPro, ahead of Chase, National
City, Fifth Third and others. And our frontline
customer service software, ESS, allows associates
to do their jobs faster and easier, while providing
“Simply the Best” service to customers. ESS cues
bankers when to follow up with customers and
keeps track of individual banking styles and prefer-
ences. Also helpful is a forward-thinking initiative
to build bench strength by keeping a staff of assistant
banking managers trained and ready. Myers confi rms
that this helps maintain branch momentum, as
well as staff morale. “With Huntington, there is a
person there for you at all times.”
MELANIE MYERS
> >
Vice President, Retail Banking