INB has come a long way, especially on the North side of Springfield.
In 2001, INB was relatively new (again) to the Springfield market. Business was picking up, and the leadership team knew the bank needed to increase its physical presence. While the Montvale branch was serving customers on the west side of town, a location far north would make it easier to grow.
Pat Phalen, one of the original members of the management team and now the bank’s executive vice president, said: “As we got into 2001, we were going at a good clip. Now this was prior to electronic banking and everybody being mobile. We believed we had to be where the people were. We really needed more than two new branches, but we decided on two branches that we felt would hit most of the community.”
The North End
North Dirksen Parkway consisted primarily of corn fields 23 years ago, said Pat. “When we met with Joe Carter (landowner) about buying a piece of property, we had a whole lot of choices. In early 2000, there wasn’t a lot north of Sangamon Ave.”
Choosing this location had an “enormous positive effect” says Donna Smith, retired branch manager. She notes that in 2001, there wasn’t a Menards or Lowes there, it was just Walmart, World of Powersports, and the bowling alley along the entire strip of North Dirksen Parkway. The staff at the location got to watch the north side of Springfield grow. “Before when it was just fields, the doors would routinely blow open.”
Moving to North Dirksen Parkway, “was a great signage opportunity,” Pat recalls. You could shoot a photo from Sangamon and see our sign. “Now,” he says, “There are 40 – 50 signs down that road. What we thought as heavy traffic at the time is now four to five times more.”
Service Most Important Part of Banking
Donna said she was hired six months before the branch opened and was at the helm through the construction. “I have to admit, I kind of thought it was crazy,” she recalls. “We were out in the middle of nowhere.” But she soon learned it was the right decision.
Donna said it was fun being part of the final stages of the build. She says that a lot of shopping was involved, but she didn’t complain. “We got to pick out supplies and do things like stock the employee lounge.”
Donna was hired more for banking ability than her shopping skills, though. She’s been in the industry her entire career, starting with a bank on a U.S. Naval base in Guam. When she came back to the United States, she chose to serve several branch banks on the north side of Springfield including Land of Lincoln, First National, Mercantile and Williamsville State Bank. Donna says INB was a “fantastic” move in October of 2001.
While much has changed in banking over the years, Donna says it’s the personal touch that makes INB different than the competition. We stand out in the market because we really get to know our customers, she says. While North Dirksen is INB’s busiest branch, Donna says managing it is no different than managing any other branch. It’s all about getting to know people personally, giving them the best service, and building on their trust.
If anyone had a business partner, it was Donna. When she came to INB, she was able to talk Julie Yuroff into joining her. She refers to Julie as her “right hand man” and they are still friends to this day. “People flooded the bank just to see Julie and Donna,” Kathy Greer, SVP, Retail Executive explains. Both Julie and Donna’s customers from previous employers followed them to INB, giving them a jump start on customers. They were a banking team for 35 years the concept of personal banking to each banking transaction.
Personal banking concepts carry over to today’s North Dirksen staff. When an older gentleman walked into a coffee table and started bleeding recently, the staff immediately reached for the first aid kit. After getting all fixed up, he stayed to do his banking. Today’s branch manager, Misty Shaw, says her staff will do anything to help keep customers satisfied, even if that means going outside to the ATM in the pouring rain or going over a bank statement in detail.
Just as the staff goes out of their way to help customers, customers regularly show their appreciation to our staff, Misty says. One customer goes out of his way to deliver two dozen donuts each week. The customers who own restaurants will bring by food as well. Misty notes, the staff at North loves any food and these special treats help keep the work environment positive.
The relationships at North are personal and caring, and that’s just how we like it.