Last week, my fiance and I made an offer on a new home. We had to get a certified cheque immediately as offers were being presented the day after we saw the house for the first time. My fiance went to the BMO branch nearest his office and found out that he could only get a certified cheque at his home branch - a good 90 minutes drive from his office. No worries, though. The teller took initiative to make some calls and came back with a certified cheque.
Now, I was already impressed with this level of service, but earlier this week, we received a thank you card from the branch! The teller who had helped my fiance wrote to congratulate us on the purchase of a new home (I assume they knew that the cheque had been cashed in). I was shocked! We had just withdrawn a significant amount of money from BMO and hadn't even decided we would be doing our mortgage with them, and they sent a thank you/congratulations note. This is customer service, and because of it - as small a gesture as it may seem - BMO is getting more of our business.
In times when all banks are tightening belts and making it harder for customers (sometimes), a little thing like a personal note can go a long way. Others should learn from BMO.