Bank of Queensland’s growing presence and market acceptance in the ACT has been underlined with its busy Belconnen Owner-Managed Branch celebrating its first birthday this week.
The milestone follows hard on the heels of the opening of BOQ’s third ACT branch at Tuggeranong last month and comes just a few months before BOQ’s inaugural ACT branch at City Walk, celebrates its second birthday.
The ACT was one of Bank of Queensland’s first interstate markets.
Bank of Queensland Belconnen, Owner-Managed by well-known local business identity Meena Jinna, has leveraged its prominent location inside the Westfield Shopping Centre, its premium service offering and Canberra’s record growth to become one of BOQ’s busiest branches.
Ms Jinna said her first year in business had proven that people do care about receiving attentive, personal service and this can make or break a new business.
“People really do hate having to rely on call centres and I put my branch’s success in a market dominated by big banks down to having the time to personally help my customers here in the branch or on the phone,” she said.
“We did initially have some doubting Thomases who weren’t convinced a Queensland brand could work in the ACT, despite the rapid growth of our first branch at City Walk.
“But our research indicated that if people believed they were getting real personalised customer service, they didn’t care about the brand. And the success of our first 12 months has proved this!
“The feedback I’ve had from my customers has been very supportive, and I’ve had the opportunity to develop positive, productive relationships with them that managers who run a corporate branch just don’t have the time to.
“My customers love the fact that I’m able to make decisions about their business here, in my branch, rather than having to refer every decision back to head office.
“I’m the one who knows them, who has sat down over a cup of coffee with them and worked out their finances with them, so it just makes sense.
”The fact that our head office is in Queensland is neither here nor there to them – though I do get some ribbing come State of Origin time!” Ms Jinna said.