Wells Fargo 2009 Annual Report Download - page 21

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
It was crunch time. Two New York City customers had to wrap up a
new mortgage for their business by day’s end or face $15,000 in
prepayment penalties from another lender. One problem: They were
vacationing in Florida, and the papers were 2,200 miles away with team
member Sheila Chacon (below, left) in Phoenix. The solution: With no
Wells Fargo location anywhere near — the Wells Fargo/Wachovia merger
was announced just a few weeks before — Chacon looked up a Wachovia
banking store in Winter Haven, Florida, and asked for help. Dwight Faulknor
(below, right) took the call. “No problem,” he said as he stayed past closing
time, using two printers simultaneously to get the massive documentready
for signatures. Teller Carrie Perry (below, center) stayed late, too, to notarize
the documents. Result: satisfi ed customers who’ll think of Wells Fargo for
their next fi nancial need.
The clock
wasticking
The vision that works
“We can help customers in many
ways because we’re both online
and in the neighborhood. We
saved our New York customers
$15,000 that another lender
wanted to charge in penalties
because we moved fast and were
there when they needed us most.”
Dwight Faulknor
Team Member, Winter Haven, Florida