I have lived in Princeton almost three months now and have banked at the former Citizens Bank for almost as long. The personal customer service and staff enthusiasm were refreshing compared to the impersonal but cordial service at my Chicago bank, where 90 percent of transactions were conducted online or via ATM. My Chicago bank was purchased from another bank a few years ago, and I had friends that worked there prior to the purchase; so I understand the stress and uncertainty following such a transition.

As a customer, what I have noticed about the Citizens to Heartland change has been minimal. I have only been to the bank a few times since the announcement, but I appreciate that the staff has been every bit as committed as usual, despite their natural concerns regarding the future of the bank.

These are very special people that are able to set aside their own issues and continue to offer the same personal and professional service that sets them apart from other businesses. I hope Heartland recognizes this unique attribute.