Natalia Spratlen, a manager at Grow Financial, invited the curious onlooker into the branch to take a look around.

How often does a bank pay a compliment to a credit union? Not often enough, many in the industry would agree.

But the $2 billion Grow Financial Federal Credit Union received a rave review from a bank that operates a financial website.

The Tampa, Fla.-based cooperative was lauded for its customer service on a website owned by CenterState Bank after a representative visited Grow Financial's branch in downtown Tampa.

"After leaving, they wrote this great article about the experience they had in the store and with our manager, Natalia Spratlen," Adrienne Drew, Grow Financial's marketing communication specialist, said.

CenterState touted the credit union as an example of "how banks have to change" according to the bank's blog.

"Banks that are looking to build a strong culture and more of a sales focus can take a page from Grow Financial's playbook and learn from one of the best in the business," the blog read.

The bank representative was immediately impressed with the customer service and environment.

"We fog up a lot of windows looking into branch space across the country and mystery shop almost as many," the blog read. "Natalia is one of the few that have actually motioned us in. Once in, we explained that we were a competitor and actually looking to steal ideas from Grow Financial."

The bank representative said he expected the credit union's manager to politely ask him to leave, but got a pleasant surprise instead, according to the blog.

"He was very open about his intention and told me that he wanted to see what our space looked like," Spratlen said. "He looked curious about our store, so I naturally invited him in and gave a tour."

The credit union strives to always provide a welcoming atmosphere, Spratlen said.

"We do our best to make sure that everyone we greet feels special. We always want to make our members feel that their needs come first," she explained. "So, we have conversations and take our time to get to know them. When you love what you do, it comes out in every way, especially in our interactions with our members."

The reviewer complimented the credit union's décor, saying, "On Grow Financial's main wall, there are raised white on white letters that talk about what we could do with Grow's help: We could grow into retirement early, we could send our kids to college, take a vacation, fund a philanthropy and so on."

During the tour, the reviewer noted that Grow Financial's open small footprint branch space created an environment of high productivity and that its use of cash recycling machines improved efficiency.

"The transparency instantly garnered our trust and respect," the CenterState Bank blog read. "Openness, transparency and engagement will get your bank farther than being a traditional stoic institution."

The reviewer even complimented the credit union's décor.

"On Grow Financial's main wall, there are raised white on white letters that talk about what we could do with Grow's help: We could grow into retirement early, we could send our kids to college, take a vacation, fund a philanthropy and so on," the blog read.

In contrast, a nearby bank that was also reviewed was decorated with pictures of products, rates and news about what the bank had done for the community, according to the blog.

"Where Grow's environment was all about us, the bank down the street had an office that was all about them," the reviewer noted. "Even if you set interior design aesthetics aside, consider how that environment translates to your employees, to your culture and to your customers."

The reviewer also commended the credit union's manager for following up.

"As if our time at Grow Financial wasn't impressive enough, Natalia followed up with us via email to thank us for our time within two days of our introduction and then reached out to us via social media two weeks later."

The reviewer continued, "We are not sure if Natalia has a specific follow-up program or if she just processes amazing banking instincts, but the two days and two weeks follow-up periods (also three months and five months) are quantitatively proven ways to drive sales. In addition, connecting through multiple channels lets the customer know the bank can be reached in a number of ways and lets the customer choose the preferred communication method."

Because it's vital to follow up with potential members Spratlen said it's a policy the Grow Financial utilizes.

"Follow-up is part of giving someone your full attention," she said. "It makes them feel remembered and lets them know you are available to assist them with their needs. Whether they need you now or in the future, they will remember the follow-up and attention."

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