his question is far more than FirstMerit’s advertising slogan. It’s the energized attitude that shapes every encounter – creating extra value by delighting our customers with service. Our service–oriented sales culture starts at the top and connects at every level, always focused on building the customer relationships that drive our growth. As a result, 42% of FirstMerit customers use three or more services – generating results that are gaining national attention among the investment community.

Because of our wide range of products and local presence, our customers get what they want, where they want it. For example, in the Cleveland market, FirstMerit’s unique strengths in business, trust and wealth management services serve as a model for the entire company. In this market, trust revenues were up 65% for the year. Cleveland deposits grew from $807 million in 1998 to $917 million this year. Commercial loans increased from $629 million to $735 million.

Performance results like these demonstrate the difference between claiming to have a sales culture, and having the strength, depth and expertise to back up that claim. The FirstMerit difference starts by hiring exceptional people.

It continues with extensive, ongoing training and feedback to develop and maintain the sales skills, product knowledge, profiling processes and referral protocols integral to success. It is sustained by individual recognition and incentive compensation for outstanding performance.

The impact of this culture showed as closed referrals more than doubled for the year, rising from 31,900 in 1998 to 68,000 in 1999.

“I’ve always felt that the best Commercial banking solutions come from a strong bank with a community focus. In Akron, FirstMerit has been proving that point for years. Now that my business has expanded into Cleveland, the same local access to FirstMerit decision makers is working for us there.” – Robert V. Munson, President – Generator Systems, Inc.; Chief Operating Officer – The Cleveland Athletic Club