Newspaper publisher hails bank workers

Permit me, please, to reprint a copy of the letter sent by my fellow publisher and editor Lorenzo M. de la Serna of Lapu-Lapu City / Cagayan de Oro City to the manager of the Land Bank of the Philippines in Pajo, Lapu-Lapu City.

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It's not everyday we come across a letter like this addressed to a government personnel. And this letter says:

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The Manager Land Bank of the Philippines Pajo, Lapu-Lapu City Sir:

I can't help expressing my impression about your personnel. The first time I transacted business with your bank was when I opened a savings account late last year. When I saw the number of people that filled the lobby, I thought it would take me a day before my purpose was accomplished, as experienced from almost all government agencies. I was wrong.

The next time I went to your bank was last week, when I asked for a replacement of my ATM card that got lost during the Sinulog festival in Cebu City. Again I thought I would be given a run-around.

First impression is lasting.

I was born here but left this island when it was a small, barren town, for Mindanao where I spent the best years of my life as broadcaster and newspaper publisher. I retired only the other year and came back for good as consultant on private sector affairs at city hall. Having dealt with several government offices, I thought your bank would not be different from the rest - arrogant personnel, their eyes glued to their timepieces, and threat visitors as additional burden to their tasks.

First, I was impressed with the boy and the girl from whom we ask for the necessary forms. Quick in processing, unpretentious, respectful, patient, and not ashamed to refer problems to proper persons. The lady they call "verifier" is also light-hearted, polished, and does not allow documents to remain longer than a second in her cubicle. Your tellers are equally efficient and confident of their job. I never heard any one complaining about any of your personnel. Even your security guards are very courteous. There was a lady from whom I inquired where the CR was. She was so kind and the manner she pointed to me the way, I thought, she would go to the extent of accompanying me to the location.

I have transacted business with several banks in the past and the only way I could be given preferential attention was when I go directly to the manager and exhibit my credentials. But in your bank everyone is given immediate attention one would feel he is a VIP. When I entered your bank there was not enough seats for the people in the lobby. In less than 30 minutes, as I was going out, the situation was reversed.

Please accept my sincere appreciation to you and your personnel. You all deserve commendations and recognition as "model employees." I wish I could shake hands with you all and say,

"Thank you, you are an exceptional breed of workers."

Yours very sincerely,

LORENZO M. DE LA SERNA

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The letter-writer, Lorrie I call him, is one of the country's highly respected community journalists. He used to do newspapering in Manila but came home (Cebu/Mindanao) where the newspapering action is. He's a brother of Antolin dela Serna (of "Iyo Antoy fame" in Banat News), also a highly respected journalist.