These days, banks aren't exactly universally beloved institutions—so how does Florence Savings Bank earn its fans? It starts, says Sandra Smith, vice president and manager of the downtown Northampton branch, with the stable, customer-oriented staff. "They really want to help people," Smith says, and that's no accident. "We're really careful who we bring into our family. We have a very high standard we set for everyone who works at the bank." The number-one lender in Hampshire County, FSB also has a popular Customers' Choice Community Grant program, which allows its customers to vote on which local organizations will receive portions of $50,000 in grants given each year.