Sometimes the words we use carry more weight than we’d like. When you open an account at a bank or credit union, it’s the start of something. The expectation is that you’ll use your account to make purchases or save for future dreams. But when a loan is closed, it feels like the end of something. All that lies ahead are years of payments. And a lot of that is the financial institution’s fault. That loan — for a home or a business — could be the start of something, too. Happy memories. Company growth. And other ways the bank or credit union could be part of your life. But too often, it’s just a closing. When do you close the chapter on customers when you really want to turn the page? How can you change it?