Marlborough Savings Bank
A new branch, with the same personal service
By Kate Daly Contributing Writer

Marlborough Savings Bank has opened a new branch in Westborough at 21 East Main St. Shown at the new branch are (l to r) Robert K. McCann, vice president of commercial lending; Tracy J. Sasseville, assistant vice president and branch manager; and Richard K. Bennett, bank president and CEO. PHOTO/KATE DALY

Region - Marlborough Savings Bank has opened its newest branch in Westborough, bringing the total number to six.

The 148-year-old bank is able, with the new branch that opened March 17, to off er its services to new customers, but also to off er existing customers one more banking option.

"Number one, it did complement our existing branch network," President and CEO Richard K. Bennett said. "Secondly, the demographics of Westborough tie in nicely with our existing market. We also feel that our culture and the type of service we provide will appeal not only to customers but also to small businesses."

The new branch at 21 East Main St. is adjacent to the Bay State Commons shopping and residential development.

"We still have the visibility and awareness [with the Main Street location]," Bennett said. "At the same time, having the new mall, Bay State Commons, behind us really adds to that."

Marlborough Savings Bank appeals to customers who like the advantages of personal service, said Ellen Dorian, vice president for marketing.

"We think we appeal to customers who want and need what technology brings, but also have a person to talk to," she said. "We're a small community bank."

Bennett said personal contact is very important at Marlborough Savings Bank.

"If you go to our website, you'll see we have pictures of all our bank officers and managers, our e-mail, our phone numbers," he said. "Most of our people answer their own phones. I answer my own phone unless I'm not in my office."

And he said, based on his own research of bank websites, finding an individual's number can be very difficult.

The bank's appeal can also be credited to its emphasis on local responsibility, Bennett explained. And the bank has put effort into encouraging its employees to make decisions and take action when necessary.

"We've also been putting a lot of time and eff ort on changing our culture to empower our employees to make decisions," he said. "You're dealing with people who are ready and willing to go above and beyond to exceed the customer's expectations. We've been receiving a lot of feedback from customers that tells us we're going in the right direction."

Dorian told the story of a bank customer who lost his ATM card in a bank machine on a Sunday, and the man was planning to leave for Europe the next day. On a Sunday, Bennett said, the customer was able to contact a bank representative, who contacted a manager who went into the bank and retrieved the card that day.

"That's the type of culture that we've really improved," Bennett said.

Other improvements in the bank have included a focus on services to small businesses and expanded residential lending programs.

Another plus for customers is the bank's structure.

"We're a mutual bank, and by that I mean we don't have stockholders. Our stake holders are our employees, our customers and the communities we serve," Bennett said. "When we're making decisions, it's with our stake holders in mind. We don't have to answer to Wall Street." Editor's Note: the preceding is not an endorsement and is presented for informational purposes only.