I had cause to be at the branch of Standard Chartered Bank (as detailed above) on July 15th, 2024, to transact a business on behalf of a loved one.

On getting to the gate, I noticed immediately how orderly the place was, with a gentleman in suit (could be the Chief Security Officer from the commanding presence he had), giving instructions to his staff on the seamless ways of directing vehicles to the car park.The security personnel, all courteous and wearing broad smiles, welcomed me to SCB. My genial cousin, Tokunboh Gboyega, an hospitality industry guru (he’s always been referred to, as the wise one), had told me on my last trip to Lagos, that the quality of service you get from any organisation starts first with the conduct of its security personnel on duty. I found out he was right when I got into SCB.

I soon alighted from my car and went inside…The place was well appointed, brightly lit, and featured a simple but exquisite decor…Right smack before you get into the main banking hall, was a staff, standing and beaming with smiles, feeding details of customers into a device. I took my position and  queued behind a gentleman who was being attended to.

Soon, it was my turn and I asked to be directed to the relevant department for my transaction, taking a cue from the way other banks operate. But the gentleman with his infectious smile still in place, kept reassuring he was on top of it (apparently trusting the processes they had in place); that I should just submit my details and leave the rest to him. I soon found out that no matter who you are, you will take your position on the queue, and it’s not the business of the customer to be looking for department A or Z. The information you supplied is fed into a device and that in turn, is uploaded onto a screen before you, in the main hall. Once the staff that deals with one’s business is free, the name/and/or number would be announced. It was also easy for one to monitor how the queue was progressing from the electronic board.

In no time, I was called to a counter (still taking in, the ambience, culture and prime service delivery so far), and found myself before a confident, professional and smartly dressed lady named “Lola” (I did not ask for her name but overheard a colleague calling her attention to something, and the name stuck. It must stick because I’m married to a “Lola”, and my junior sister also bears the same name. Lol)

Staff Lola was ever so diligent and within a short space of time, my transaction was done..no airs, no graces, and with that traditional SCB smile (it must be), permanently etched on her visage.

By this time, I was already sold. I need no convincing that I had to be part of the good thing going on here and so, I went on inquiring about how to obtain Account Opening Forms. I was directed to the staff I met earlier at the reception, and he told someone to act on my request immediately.

 Now, this is where it gets more interesting! 

Whilst sitting down, I noticed 3 smartly dressed gentlemen standing by the mini-bistro situated at the far end of the banking hall. Anyone desirous of some snacks and/or an assortment of coffee or tea, can always saunter there to make his or her choice of beverage and nibbles. That to me again, was a first!  

One of the gentlemen mentioned earlier – tall, dark and looking debonair in his well-trimmed blue suit – suddenly looked behind him, saw me, and as if on cue, walked over, offering his hands for a handshake. I extended mine to meet his, and we exchanged greetings. He introduced himself as the MD of the bank and I pointedy told him he must be visiting from Lagos (for obvious reasons, most, if not all Bank Chief Executives, reside in Lagos. I know that for a fact as an ex-banker).

We got talking and he sought my opinion on the bank’s service. I smiled and told him that actually, I had been so taken and suitably impressed with the services they offered, that I just sought for Account Opening Form on my merry way to becoming a customer. He exclaimed “Wow” and went ahead to introduce his team including the Branch Manager. I also introduced myself and I told them that they should not rest on their oars, but  keep innovating in all spheres of service delivery. To me, they should continue to live the creed of  Sheik Maktoum, the current ruler of Dubai and Vice-President of the United Arab Emirates, who once rightly pointed out that “The race for Excellence has no finish line”. 

Before I knew it, the Branch Manager (whom I later got to know as “Seun Oliwo”), had placed a call to the two gentlemen in charge of business account and personal accounts. The duo asked some questions and I was being treated like a King. What a sublime culture they have going on here, I thought to myself. I couldn’t believe my eyes that these folks are Nigerians, working and offering impeccable and top-class services all around me!

 As I indicated earlier, neither Standard Chartered Bank, nor its officials or agents are aware I’m writing this. In fact, I only got to know the name of the Bank Manager when he sat with me, asking some business-related questions.

All the officals of the bank will read this piece like everyone else when it is done. The lesson here is that people, no matter their position, ilk or creed should always strive to do their best in whatever they do. We can all benefit from imbibing and enshrining that maxim in whatever office we occupy or in whichever capacity we operate.

At the moment and based on what I observed first hand (especially since they did not know I was all the while observing their service culture), I will recommend Standard Chartered Bank to individuals, firms or organisations interested in experiencing seamless and stress-free banking. This one is at least, a hundred cuts above the rest. In fact the bank should  be renamed Upper Standard Chartered Bank (USCB) in my view.

I will end this piece with the words of former US Secretary of State and 12th Chairman of Joint Chiefs of Staff, Colin Powell (April 05, 1937 – October 18, 2021),  who said “If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude”. 

The words of the departed General’s General serve as an open invitation to everyone of us. And nothing more needs be said.

Eniola Olakunri 

    – A Media Consultant and Public Sector Analyst, writes from Abuja.