Bank Retains Former Site's Roots

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Although the familiar orange color scheme is gone, customers can still test their putting skills in Andy's office.

Photo by Jay Thompson

(posted Mar 24)

M & I Bank branch manager Andy Niño's style devotes his energy to establishing relationships beyond just banking. Coming from a retail background, Niño is sensitive to providing good customer service. "Banking is so much like retail." It is important to create an environment that makes the customer come back. "It is creating a total relationship," he said.

Niño explained that M & I Bank now occupies the former neighborhood landmark, the Putt Putt Golf Course located at 6320 W. 34th Street. For some residents, the recreational site held many family memories. He said that one day a man visited the bank to share his disappointment that the course was gone. The man informed him that he could never do business with a bank that destroyed his fond memories.

Niño told the man that the facility was abandoned before the bank purchased the site. Niño could tell the site held a sentimental value for the visitor as he discussed taking his children and eventually his grandchildren to play Putt Putt. In an effort to restore those memories, he told the man to come back a week later. During that time, he brought in his ten foot long practice putting strip and cup and placed it on his office floor, along with a putter and ball.

When the man returned, Niño invited him to come into his office to putt anytime he wants. That was the clincher for the man to become a customer.

For the most part, the putting strip remains idle or it's a secondary thought for some customers while doing their banking. Customers often ask "do you mind if I putt?" he said.

Niño's upbringing taught him to give back to the community and that philosophy is similar to M & I Bank's mission to be involved with grassroots philanthropy. M& I Bank is out of Wisconsin and has served the Milwaukee community for 160 years. Serving the community continues as M & I Bank serves Indiana through its acquisition of First Indiana.

In April, Niño will start visiting the schools to explain the importance of savings and the costs of living to help the youth better understand money. He said the program will vary depending upon who he is teaching, kindergarten or high school level.

Niño has also had to face road construction challenges due to the 34th Street Bridge replacement project. The construction has sent Niño out marketing to remedy the challenge that the inconvenient accessibility might detract customers. However, he pointed that some customers are not bothered because of the on-line banking services and the availability of ATMs . One of M & I's features is the reimbursement of ATM fees that are associated with other banks, depending upon the account they are enrolled in.