By Payton Moody

Within a bank setting, some tools and skills are vital to success and customer satisfaction. Community relations, customer service and planning are among those qualities that are critical for the future of a business, especially one that primarily deals with the public.

For more information on these topics, I spoke with Amanda Estala, marketing director and assistant vice president at First National Bank & Trust Co. of Shawnee, Oklahoma. With her years of experience in customer service and extensive expertise within community relations, Estala discusses these topics and divulges first-hand information and knowledge.

“Being a part of community activities has allowed me to meet a multitude of people that I would not have otherwise had the opportunity,” she said. “With that, you network and build relationships with people as you are all coming together for a common cause.”

FNB has always valued the importance of being a part of our community. Estala also stressed the importance of customer service; it can make or break a business and its reputation.

“Customer service should be the top priority,” she said. “It has been proven that people will go out of their way to receive exceptional customer service. But customer service goes far deeper than the customers. Customer service is also relevant and critical for internal relations.”

Planning and thinking ahead is something that Estala feels has benefited her throughout her career. She is a firm believer in consistency and thoroughness as it aids the customers and allows bankers to plan for the unexpected.

“In my role in particular, I feel that attention to detail is important, and planning around those details has been quite effective for me,” Estala said. “Anyone who knows me knows that I am a planner!”

She has outlined the importance of community relations, customer service and planning and how it has benefited her career and helped her be successful.

First National Bank & Trust Co. would like to thank Estala for her insightful answers and knowledge regarding customer service, community relations and planning.

Find First National Bank & Trust Co. online at or on Facebook @FNBoklahoma.