“We want our customers to be passionate about doing business
with Metro Bank, to become Metro fans. We call our intense
dedication to exceeding customers’ expectations our ‘AMAZE!
The customer’ philosophy” says Vernon Hill. Among his favourite examples of stupid British bank rules are
the following:
In his view the value of a bank is its low-cost core deposit base.
“Deposit-gathering is banking’s unique advantage. Anyone can
make loans. Only banks can accept deposits”. So the elements
of the differentiated Metro Bank model are: • Making an appointment to open a new bank account
• Requiring a driver’s licence, passport, and utility bills to
open a bank account
• Taking two weeks to issue/replace debit and credit cards
• All loans must go through the pricing committee
• No bikes in the bank
1. Deposit focus
• No dogs!
2. Customer value added (Compete on service, not price!)
3. A great retail experience, always
4. The best facilities in the best location
5. No stupid bank rules
6. Revenue growth driven, not cost driven
Last, but not least, Vernon Hill talks about Metro’s hiring
philosophy, which he summarises as “Hire for attitude, train for
skill” and then goes on to say: “If somebody walks in for a job
interview and they don’t smile within the first two minutes – we
call it the ‘Smile Trial’ – we don’t hire them”.
Every retail banker in the world should read this book by
Vernon Hill, with Bob Andelman:
Fans! not customers:
How to Create Growth Companies in a No Growth
World. London: Profile Books.