The bank representative was immediately impressed with the customer service and environment, according to the article.

"We fog up a lot of windows looking into branch space across the country and mystery shop almost as many," the reviewer said. "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 article.

"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," she said. "We always want to make our members feel that their needs come first. 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 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. 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," the review said.