WE LISTEN TO OUR CUSTOMERS. When our small business banking customers said they wanted a one-stop resource for all their special banking needs and questions, we immediately began the development of our Small Business Service Center. We created a model that tackled such issues as staffing with a team of experts, ensuring the highest level of product knowledge, taking full ownership of issues, and one-and-done problem resolution, among others.

The system is designed to make banking smooth and effortless for these valuable customers. Diverse customer service groups within the bank that may previously have worked separately now are pulled together and collaborate through the Service Center. Communication with customers has increased, and customer satisfaction scores in the pilot markets have improved significantly.

Based on the success of our Denver pilot program, the Small Business Service Center program has been expanded throughout Colorado and into the St. Louis marketplace. Expansion into additional markets is planned for 2006 to ensure that we are delivering Five Star Service to all of our small business banking customers.

U.S. Bank is proud to be a leader in small business banking across our primary 24-state footprint. Small businesses are crucial to our nation's economy — and to the very existence of cities and towns across our country. Nearly 90% of the country's 5.6 million employers have fewer than 20 workers. And these small businesses create 75% of new jobs. Banks are the single most important source of financing for most small businesses, and we take that responsibility seriously. U.S. Bank provides a wide range of financial products and services to meet the unique needs of small business owners, including deposit and investment accounts; credit in the form of loans, lines, leases, cards and SBA lending; cash management and insurance products.

Left: Lori Hamilton, operations manager of the U.S. Bank Small Business Service Center in Colorado.