First Mariner Bank: A New Shining Star in Social Media PR

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For all the fuss that has been made about Dell, Zappos, Comcast, JetBlue and a whole host of other big names utilizing Twitter and other forms of social media for their messaging and client support, there is one that stands out to me as the most impressive. I say this because of my own personal experience in the past few days. These encounters with my bank, 1st Mariner Bank, are fresh in my mind and, to me, demonstrate a truly productive means of “doing the job” with social media tools.

As an independent, self employed consultant, times can sometimes be tough. In fact, in many way, it’s a feast or famine game. You go through spells where clients don’t pay, they pay late, or you just can’t get the business going enough to generate the income needed to run the business, and sadly, sometimes to pay the bills. So bank runs are important. They are pivotal moments where you might go from pennies in the account to plenty of money to fill the reserves. Those bank runs are always personally fulfilling because it’s a statement that, hey, I don’t have to go find a “real” job now… I can continue to press forward pursuing the dreams I’ve tried to find on my own for these past years. That deposit of some check is a rewarding thing that, honestly, sometimes makes the difference between having the will to go on or just quitting outright.

On Wednesday, I finally received one of these very important checks that was long overdue from a client. With a diminishing bank account, I jumped in the car late in the day and trucked the 45 minutes through rush hour traffic just to get to the bank and find they were closed. When I called their customer service toll free number, I was informed (inaccurately, as I later discovered) that the drive through was still open. Since there was a problem with my Visa debit card, I couldn’t simply make the deposit at the ATM machine so I thanked the representative and tried the drive thru. As I said, I discovered it was closed as well.

Irritated, I jumped on Twitter and went ballistic, venting about how I was going to close my account and find a bank that was closer. I was livid and was letting the world know. These bank runs are not small things for me. They take gas and money and time away from my book. I have kept this account because I always valued the 1st Mariner Bank Customer Service, though, but even that wasn’t going to be enough to keep me banking 45 mins away from home.

@FirstMarinerBank contacted me on Twitter late on Wednesday and commiserated a bit, but did little to actually help my problem. I didn’t expect that he (or she) could, but it was nice to talk to someone nonetheless.

Thursday morning, I got back in my car and drove from Bethesda back to Columbia, Md. where I made the deposit into my account and had one of those personal victory celebrations in my head. I could breathe easier. About an hour afterwards, without prompting by me, I recieved a DM from @FMBCustServ (who might also be @FirstMarinerBank – I don’t know) notifying me that he (his name is Matt Sparks) had saw the deposit go into my account and would work hard to get it cleared for me by the weekend.

Fascinating.

I received another check yesterday as well (but sadly, not before I made my bank run) and thanked Matt, telling him I’d be making another deposit today (Friday) and thanking him for his efforts. And I did. Today, I went back to the bank (that’s the third bank run in three days, if you’re keeping track at home) to make a deposit and, convinced that I’d be stupid to leave the bank after their exceptional show of support, not only made the deposit and didn’t close my personal checking account, but also opened up a new business account for my company.

About an hour after this process, I received another DM from Matt letting me know that he also saw that deposit and noting I’d be able to have money for the weekend. I already did, but it was a nice personal touch.

This is the way customer service should be. As a customer, I may not know what I want or need. Going the extra mile (not wearing the minimum amount of flair, if you will) is what keeps customers around. If we, as customers, feel valued then we are going to value you even more.

It’s the economy of trust.

Well done, Matt Sparks and 1st Mariner Bank. If you’re local to Baltimore, this is the bank you should be doing business with because they get it. If you’re in Suburban DC, as I have been since October, it might even be worth the extra drive to do business with these guys.

This post and DMs shared with permission.

It's Really Simple; Be Valuable and You Will Be Valued

Despite the crazy title of this post, it is not about personal brand. That’s a conversation that is happening elsewhere in the blogosphere and, though I’ve talked about it on this blog, it is not relevant to this post.

What is relevant is value. Actual value versus “perceived” value.

Late last night, around 2am, I was plugging away on a client project. Blinded by blurry eyes caused by hours of intense concentration, and creeping exhaustion, I switched over to check on an email that had just rolled in. It was from an editor at a well known financial publication. He was working on a story that asked the question, “What would I do if I lost my job today?” and he was soliciting feedback on a portion of the article dedicated to Twitter.

The portion of the article I read was very good, except that it missed something. It missed, what I call, the “secret sauce”. It described how Twitter worked, how to get followers and made the connection between number of followers and the ability to get a job.

My response to him was that he needed to include the secret sauce in the ingredients. Clearly, the secret sauce wouldn’t be secret if I told the world, so instead, I’ll share it with you as long as you only tell someone else if you find value in it. ;-)

The secret sauce is this: Be valuable.

Recently, as the economy has soured even more, and layoffs continue to happen around us, many people who have benefited from great jobs have found themselves looking for work. Folks who have cultivated massive numbers of followers on Twitter are on the street looking for work and finding it hard to drum up anything. They’ve discovered that despite their social media popularity, they are not necessarily valuable to employers.

Employers are looking for the people that stand up above the crowd. They stick out, not obnoxiously so, but in a smart and efficient way. They are not looking for marketers or personal brand evangelists. They are not looking for celebrities. Indeed, these people might cost them too much anyway.

They are looking for the people who don’t just talk about Health 2.0, for instance, but who clearly demonstrate through their own conversations, writings and actions, that they are valuable!

Marks of value are demonstrated when someone shares their knowledge with someone else who is asking questions. Value can be shown in the ongoing conversation around a topic (It is obvious when someone is simply repeating talking points, and when they know their field). Value is on display in quiet genius, not simply frequency (or loudness) of messages. Someone is clearly valuable when the content they are discussing, respectfully (as a key identifier), is put into action through their careers, thought leadership and social interaction.

Clearly, value is not simply being a subject matter expert, but it is also in the conversational and socially interactive approach that the person assumes. Identifying a valuable person is much easier when they are in their own element and not looking for work or otherwise performing. How they behave among their peers and the respect and authority bestowed on him by his peers is a clear indicator of value, not in a celebrity way, but in an influencer kind of way.

The principles behind the secret sauce on Twitter are the same principles that apply in real life. When former HP CEO Carly Fiorina was forced to resign, the HP Board didn’t put out a job requisition for a new CEO. They identified Mark Hurd, the then CEO of NCR who demonstrated amazing ability in turning NCR around, as the guy they wanted to run Hewlett Packard. It wasn’t because Mark had the right salary requirements, or was out there cultivating his brand on NCRs dollar. In fact, it was exactly the opposite. He was demonstrating his value to NCR so HP went after him.

Value is one of those things that is subjective and hard to achieve. But understanding of the community, the social aspects of people and cultivating a subject matter expertise does begin a person down the road to being valuable. Certainly, there is more that can be said, but probably enough to chew on for now. :)

Twitter is Life

Everyone loves Twitter. Some research reports seem to indicate that it was the number one most often used word on Twitter last year. That would be 1 in every 3 words written on Twitter are about Twitter. A sampling of these tweets would be:

  • Listen to our podcast about Twitter
  • 10 Reasons I Love Twitter
  • Twitter is my girlfriend
  • The only thing better than Twittering from my iPhone is Twittering from my iPhone while taking a crap
  • Twitter helped me make money
  • Twitter helped me find God
  • Twitter helped me find a #blinddate
  • Did you know Shaq was on Twitter?
  • We don’t talk to each other, even though we are in the same room. We twitter back and forth
  • Twitter is down! FAIL
  • Barack Obama is on Twitter, did you know that? Huh?
  • Tweetup!
  • Let’s talk about Twitter
  • Twitter me this, Twitter me that
  • Business are on Twitter too
  • How is Twitter making money anyway?
  • Twitter is bigger than FriendFeed

Friendfeed? Huh?

Anyways, my point is this. The most important thing on earth, if you want to tap into the collective conscience of the webgeeks is Twitter. It’s clear why. With so many mainstream people like Rick Sanchez of CNN, Shaq, Ashton Kutcher and of course, ROBERT SCOBLE (pant, pant, pant), it is clearly The Important Thing™ to be talking about.

Are you talking about Twitter? If not, you should be. It’s rewarding.