MAINSTREET BANK

At MainStreet Bank, we are more than just a financial institution; we are a business-focused community bank headquartered in Fairfax, with branches serving our neighbors in Herndon, McLean, Clarendon, Leesburg, and Washington, D.C.
 
To us, you are never just a name or a number. As a local community bank, we are deeply invested in your goals and ambitions. We serve as a consultant, partner, and friend because we believe in building long-lasting relationships and providing the personalized care that only a true community bank can offer.
 
Our team follows a dedicated Customer Experience (CX) Strategy designed to keep you at the heart of everything we do. Here is how we put that commitment into practice every day:

We practice empathy

We strive to put ourselves in your shoes to make every interaction easy and meaningful.

• Active listening: We give you our full attention and listen actively whenever you speak
• Open minds: We don’t jump to conclusions or assume we already know how you feel
• Clarity: We summarize our interactions in our own words to ensure we truly understand your needs

We personalize your experience

We use the information we have to create better, more human connections.

• Personal recognition: We value your identity and use your name because we see you and we hear you
• Genuine relationships: We communicate professionally but warmly—asking about your business, pets, travel, and the milestones that matter to you
• Valuing feedback: We never ignore your feedback; it is the vital tool we use to show we care

We take ownership

We believe in accountability. We do not use software or internal processes as an excuse for a sub-par experience.

• Solution-oriented: We focus on what we can do for you rather than what we can’t
• Individual accountability: Our employees take full ownership of every single interaction
• High standards: We do not settle. If an experience doesn’t meet the high standards we would expect for ourselves, we escalate it to ensure it is improved

We work as one team

To our customers, every employee is MainStreet.

• Unified support: Whether working within a department or across the entire organization, we collaborate to ensure your needs are met
• Customer-first focus: We remember that we are all on the same team, working first and foremost for you

We constantly improve

We are committed to learning and evolving to serve you better.

• Self-evaluation: After key interactions, we reset and ask ourselves if we performed at our best
• The “moment of truth”: We measure the critical moments that make or break your experience to find insights for continual improvement