LOOK & FEEL GUIDE
VERSION 3.0
II
LOOK & FEEL GUIDE
VERSION 3.0
III
CONTENTS INTRODUCTION 01 GENERAL GUIDELINES 03 ALL LOCATION GUIDELINES 07 BRANCH SPECIFIC GUIDELINES 15 REMINDERS 23
INTRODUCTION
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At ConnectOne Bank, we seek to be “a better place to be”, starting with our facilities. Our look & feel is the beginning of the amazing service experience we provide to our clients. Included are six S’s that will be helpful in our quest to make an amazing impact.
THE SIX STEPS TO AMAZING SORT Eliminate that of which is not needed
SET IN ORDER Organize remaining items
SHINE Clean and inspect your work area
STANDARDIZE Know the expectations of cleanliness
SUSTAIN Always follow the standards
SECURE Always keep client sensitive information secure
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GENERAL GUIDELINES
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ARE THESE FUNCTIONING, CLEAN & ORGANIZED? If there is something you can’t fix, please submit a helpdesk ticket
TRASH Put sensitive trash in the shred bins Do not mix sensitive and regular trash CARPETS AND RUGS Check for spots, pulls and frays CEILINGS Check for stains SHADES Make sure that they are up when the sun’s not out & when you are leaving for the day - let’s look inviting
o CORRECT o INCORRECT
WALLS Check for scratches, scuffs, dents, etc. COMPLIANCE BOARDS Make sure that they are displayed prominently MARKETING SIGNAGE Check for tears and fading PICTURE FRAMES Make sure they are straight (no slanted pictures) ELECTRICAL CORDS Wire management - keep them neat & consolidated WINDOWS Keep them squeaky clean LIGHTS Make sure they are operational and that there are no burnt bulbs
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o CORRECT o INCORRECT
IN CASE OF RAIN When it rains, put CNOB mat out with the logo facing the door When it stops raining, put the mat in the utility closet
IN CASE OF SNOW When it snows, use the salt for ice that is provided at each location to salt your walkways o CORRECT o INCORRECT
Monitor the amount of salt in the container so that it can be refilled Report any dangerous conditions to facilities via a helpdesk ticket Never place the container in the client’s view
NO SMOKING Smoking is not permitted on bank property o CORRECT o INCORRECT
Smoke off the premises or in your car Never discard cigarrette butts on property
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ALL LOCATION GUIDELINES
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EXTERIOR All areas are free of trash/debris -- if there is something there, pick it up Pick up the newspaper as you walk in -- do not walk over it Lights are on at sundown & off at dusk Sprinklers are working and correctly positioned LANDSCAPING Plants are neat and clean Plants are not overgrown Plants are not blocking signs PARKING LOT
o CORRECT o INCORRECT
How is the striping? How is the lot? Check for potholes SIGNAGE Holiday signs are placed at client eye level; they should be up 2 weeks before and removed immediately after the holiday Hours on the signs are clear & correct Make sure to perform a ride by at night to check signage DOORS Unlocked (10 Minute Rule) Free of the “squeaky door� syndrome Well painted Glass is clear and clean Operational Take a walk around your building a few times a day to ensure that our facilities are a great representation of ConnectOne Bank Drive by at night to make sure everything is operational
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o CORRECT o INCORRECT
BATHROOMS Check 2x daily for cleanliness RESTOCK IF MISSING Toilet paper Deodorizer Paper towels Hand soap If there are any issues, submit a helpdesk ticket
o CORRECT o INCORRECT
KITCHENS Wipe down your table after use Clean the refrigerator daily Use the chalkboard wisely Dishes should never be in the sink -they should be cleaned immediately All food should be in the kitchen No food should be at desks, offices or teller stations The refrigerator is cleaned weekly -- remove all food and containers by Friday
o CORRECT o INCORRECT
Make the kitchen an inviting place to relax and take an amazing break!
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RECEPTION AREAS Keep the counter, desk & walls free of clutter Keep the area clear of food Drinks should be in a CNOB cup or mug and out of client view Keep mail drop bins neat
COFFEE BARS & SEATING AREAS Check, clean and stock 2-4x daily: Coffee machine Refrigerator (water, etc.) Bar (cups, lids, etc.) COFFEE TABLES Display your local newspaper and/or magazine Display your local Town Book Check for neatness & cleanliness at least 4x a day Do not allow loose papers or advertisements to be displayed
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o CORRECT o INCORRECT
STOCK ROOMS Shelves should be well organized and neat If there is extra IT equipment, call IT to pick it up Supplies in boxes should be put away
CONFERENCE ROOMS
o CORRECT o INCORRECT
Tuck in chairs neatly when not in use & ensure that all chairs are at the same height Keep mint jars and pen cups full Place CNOB memo pads on tables Remove trash Shred sensitive information Clear table and credenza of clutter Pull up blinds Leave the room better than you found it
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DESKS INVENTORY CNOB mint jar CNOB cup with CNOB pens Name plate CNOB mouse pad Stapler Tape dispenser Two pictures no larger than 5x7 Two plants no larger than the height of your desktop Bin for pending work (locked at night) Business card holder with cards (standard) Flowers (discard when dying) Drinks should be in a CNOB cup or mug and out of client view
o CORRECT o INCORRECT
Use the CNOB screensaver Refrain from displaying post-it notes on computer, desk, wall, etc. If needed, place your Rolodex in your drawer BACK OFFICES All desk accessories should be black and matching You may have two personal photos in picture frames no larger than 5x7 Client information and sensitive material should be secured during and after business hours
o CORRECT o INCORRECT
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o CORRECT o INCORRECT
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BRANCH-SPECIFIC GUIDELINES
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MANAGER OFFICES All desk accessories should be black and matching Use a CNOB mouse pad You may have two personal photos in picture frames no larger than 5x7 Client information and sensitive material should be secured during and after business hours All client information not in use should be put in shred bins Food should only be in the kitchen Drinks should be in a CNOB cup or mug
BANKING RELATIONSHIP SPECIALIST (BRS) DESKS
o CORRECT o INCORRECT
INVENTORY
CNOB mint jar CNOB cup with CNOB pens Name plate CNOB mouse pad Stapler Tape dispenser Two pictures no larger than 5x7 Two plants no larger than the height of the computer Bin for pending work (locked at night) Business card holder with cards (standard) Flowers (discard when dying)
o CORRECT o INCORRECT
THINGS TO NOTE Use the CNOB screensaver on your computer Refrain from displaying post-it notes on computer, desk, wall, etc. If needed, place your Rolodex in your drawer Client information and sensitive material should be secured during and after business hours All customer information not in use should be put in shred bins
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o CORRECT o INCORRECT
TELLER STATIONS where the magic happens
ARRANGEMENT
o CORRECT o INCORRECT
o CORRECT o INCORRECT
All FDIC signs should be displayed on your nameplate All nameplates should be to the left of the employee window Keyboards should not block the opening of the stations Money envelopes should be under the counter; engage the client by asking if the client would like one and hand it to him/her Food should only be in the kitchen Teller door should be closed at all times Keep the back counter tidy and clutter free Check for scratches and dust on the CNOB logo Nothing should be taped to the counter or any other equipment
ATMS Up, running & dispensing cash Customer service phone operational (if installed) Decals are not curled All lights are on Visit the machine at least 2x daily to check for cleanliness (of machine & screen) and for garbage pickup Check for and remove trash Check that the paint is not worn, chipped, scratched or has been tampered with
o CORRECT o INCORRECT
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DRIVE THRU STATIONS INTERIOR Keep the area (chair, counter, floor, etc.) clear of personal belongings Keep doors closed at all times Nothing should be taped to the window, counter or computer drawers Post-it notes should not be displayed Always hand money to clients in money envelopes ARE THESE WORKING & CLEAN? Microphones - Clear and operational Drawers Windows - Squeaky clean Lights Canisters Stickers Monitor
o CORRECT o INCORRECT
EXTERIOR Canisters are clean - no cobwebs Stickers are not peeling Check for weathering Always consider: Is it easy for the client to hear you? What does the client see when he or she looks inside? o CORRECT o INCORRECT
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COIN TOSS MACHINES Make sure the bags are changed, ready, and not too full prior to the start of the day Keep the reject bin clear Check the machine for trash and chipping Never leave a client standing alone at the machine After introducing yourself, ask “May I help you?” or “Do you know how to use the machine?”
o CORRECT o INCORRECT
CHECK WRITING DESKS THINGS TO CHECK Date (if posted) is current FDIC sign is posted Trash is regularly removed Cleanliness MAKE SURE THESE ARE STOCKED (NOT OVER-FILLED) AND IN A POSITION THAT CLIENTS CAN EASILY ACCESS
o CORRECT o INCORRECT
Transaction tickets Mint jars Pen holders
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o CORRECT o INCORRECT
o CORRECT o INCORRECT
VAULT & COUPON BOOTHS ARE THESE WORKING AND CLEAN? Lights Walls - check for spots and if they need a touch-up Carpets - make sure they are vacuumed Vault door - check for rust and fingerprints Trash - remove immediately following client visits Countertops - clear and free of clutter (no boxes and supplies stocked up) MAKE SURE THESE ARE STOCKED Coupon booth CNOB cup with CNOB pens CNOB pads for clients to write on o CORRECT o INCORRECT
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OPENING FOR THE DAY Plasma TV screens are working and on CNBC Office voicemail set to “office open” Heating or cooling temperatures feel amazing Plants look amazing (no dead leaves) Check the staff schedule in the break room everyone should review it to know who’s on & who’s not, and communicate if a significant staffing issue is foreseen
CLOSING FOR THE DAY o CORRECT o INCORRECT
Office voicemail set to “office closed”
o CORRECT o INCORRECT
o CORRECT o INCORRECT
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REMINDERS
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No smoking on company property Personal belongings should always be out of sight All drinks should be in a CNOB mug or cup Park furthest away from the building (be mindful of client parking) Always use CNOB pens Follow the dress code Be ready for a compliance overview Don’t lose site of the squeaky door If there is something you can’t fix or clean, file a helpdesk ticket Do something, doing nothing is not an option
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NOTES
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NOTES
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