This is a guest post from Marian Gazdik, London Director at Startup Grind and Virgin Startup Mentor.  You can follow him on twitter @mgazdik.

Metrobank is the first new high street bank in the UK in over 100 years. Yet, its first branch was opened only 4 years ago. Looking at its growth, it is one of the most successful startups in the UK.

When Vernon Hill decided to start his new venture in London and revolutionise British banking, not many believed he could pull it off. The timing was bad. It was shortly after the financial crisis. However, banks in the UK did not exactly excel at customer service.

Vernon already proved himself in the US. He was credited for reinventing American banking. These are big words. Let’s look at four small ways in which his banking philosophy shines through.

Don’t make customers stand in the rain

Banks in the UK usually put cash machines outside of their branches. People are used to it. Metrobank has them inside. Why? It rains a lot in London and they don’t want customers to get wet. It is also a good way to have potential customers experience the branch from the inside.

Don’t make customers feel like a criminal

In many UK banks there are pens chained to a desk. Sure, they get stolen and we understand that they should be secured. On the other hand a customer shouldn’t be treated like a criminal. It gives away a bad message. Metrobank prefers its customers to take the pen with them and use it at home. Metrobank logo on the pen in peoples households helps build the brand.

Get an ATM card instantly

It usually takes several days for normal bank to issue an ATM card. At Metrobank every new customer gets an ATM card instantly. Why? Because they care and want to help.

Open when people need them

Banks are usually open during the week and closed during the weekend. Not Metrobank. They decided to justify the higher cost of being open during the weekend, because it’s when busy people go shopping and need them.

These are small ways in which the philosophy of excellent customer service comes through. Whether it’s Metrobank or Zappos, also known for its world class customer service, we should listen and learn from their invaluable lessons. Customers will notice and come again.

Join our talk with Vernon Hill on 23rd Sep, at 6pm.  Tickets are on sale now. He will share with us many more useful tips on how to surprise and delight your customers!