Scotiabank branch in Windsor, Ont., surveys staff and finds out its 50 employees are fluent in 16 languages — branch has seen a "definite increase" in number of customers as a result
A bank branch in Windsor, Ont., is using the diversity of its staff to serve customers better.
Alan Defoe, manager of Scotiabanks’s main branch in Windsor, told the The Windsor Star that something just kind of clicked one day while he was sitting in his office and he realized that his branch had a very diverse workforce.
“It must have been a Friday, because there were lineups at the ATM machines, but also at the counters where tellers of Chinese, Arabic and Lebanese nationality worked,” said Defoe.
He came up with an idea to give letters to all of the branch’s employees, asking how many languages they could speak, read and write. The bank then put signs up on the branch windows that read: “We are pleased to serve you in Arabic, Armenian, Cantonese, French, German, Greek, Hindi, Italian, Lebanese, Mandarin, Portugese, Punjabi, Spanish, Urdu, Tagalo and Vietnamese.”
“I can’t believe the interest we have created in our ethnic communities,” said Defoe. “People who do not speak English can use the banking machines. But when it comes to other banking, particularly personal banking or financial planning, they are lost.”
The branch’s employee list now identifies everyone who speaks a different language. Defoe said the word has gotten out in the city, and people who attend churches, temples and ethnic community events have been told that the bank speaks their language.
“They arrive in clusters. We can pretty well tell which employees will be able to take them in,” he said. “They really appreciate it. Our client customer list shows a definite increase.”
Since the signs went up, Defoe said the bank has received numerous compliments from customers.
“They are telling us that they feel much more comfortable in coming into the bank now and in inviting their friends to come with them. We are pleased to offer services in their language,” he said.
The branch employs 50 people. About 16 of them speak a foreign language, he said.
Alan Defoe, manager of Scotiabanks’s main branch in Windsor, told the The Windsor Star that something just kind of clicked one day while he was sitting in his office and he realized that his branch had a very diverse workforce.
“It must have been a Friday, because there were lineups at the ATM machines, but also at the counters where tellers of Chinese, Arabic and Lebanese nationality worked,” said Defoe.
He came up with an idea to give letters to all of the branch’s employees, asking how many languages they could speak, read and write. The bank then put signs up on the branch windows that read: “We are pleased to serve you in Arabic, Armenian, Cantonese, French, German, Greek, Hindi, Italian, Lebanese, Mandarin, Portugese, Punjabi, Spanish, Urdu, Tagalo and Vietnamese.”
“I can’t believe the interest we have created in our ethnic communities,” said Defoe. “People who do not speak English can use the banking machines. But when it comes to other banking, particularly personal banking or financial planning, they are lost.”
The branch’s employee list now identifies everyone who speaks a different language. Defoe said the word has gotten out in the city, and people who attend churches, temples and ethnic community events have been told that the bank speaks their language.
“They arrive in clusters. We can pretty well tell which employees will be able to take them in,” he said. “They really appreciate it. Our client customer list shows a definite increase.”
Since the signs went up, Defoe said the bank has received numerous compliments from customers.
“They are telling us that they feel much more comfortable in coming into the bank now and in inviting their friends to come with them. We are pleased to offer services in their language,” he said.
The branch employs 50 people. About 16 of them speak a foreign language, he said.
