The World’s Greatest Banker
According to Hemmings, Frank Brock knew practically all of his customers by their first names; whenever a good loan customer ran into financial difficulty, the bank carried him—without dunning notices or pilling up interest charges—until he was back on his feet.
Brock's entire day was spent in his office going over his list of customers and clipping newspapers. Whenever someone would marry, die, move away, give birth, etc., he would send a remembrance. All of his customers received a personal note or a telephone call at least once a month from Frank Brock. The current buzz phrase for what Brock did: Continuous Event Marketing.
When the child of a customer reached a certain age—let's say seven—the kid would receive an invitation to come to the bank with his parents. There he would be greeted at the door by none other than the bank's president, Frank Brock, and given a formal tour of the facilities (the vault was a favorite).
Whereupon, the family was brought back for a welcoming chat in the president's office.
At the end of the conversation, Brock would take out a brand new crisp $1 bill, present it to the child and then lead the little tyke up to the teller's window. With great ceremony, the child would give the teller his new dollar and the teller would present Brock with a savings account passbook. Brock, in turn, would present it to the child with a flourish.
Later, in high school, the kid would open a checking account. Later still, this young man would go away to college ... go into the Army ... get discharged, and get a job in a distant town or another country. But he always kept his accounts at that original bank.
He knew the president. If he ever needed to borrow money, he could do so on his name alone. If he ever needed cash, it immediately would be wired to him, no questions asked. If he ever moved back to town and wanted a mortgage, it was a piece of cake. Wherever that kid was in the world, Frank Brock was his personal banker.