Tag Archives: customer service

Insights from Dave

In the past several years we have all experienced the economic consequences of poor banking decisions. We have also experienced its personal tragedies which are the direct results from some very large, complex financial organizations using toxic real estate related products that incented fraud, as well as to over 2.6 million “fake” accounts opened to achieve flawed compensation goals. Should we shoot all the bankers? I’m afraid that those of us whose careers have been in the community banking world would like to make a clear distinction before we take such drastic action.

There is a very real difference in banking institutions. It can be broken down into two business models.  First, is the large, complex banks who view their customers as simply transactions. Everything is based on price and maximizing returns from the bank’s perspective only. They desire a high volume moving through their “distribution network” as quickly and as efficiently as possible. Therefore, they have very little involvement with their customers and provide minimal assistance. Second, is the smaller, community focused banks whose primary objective is to build relationships. Since they reside in the communities they serve, everyone at that bank has a stake in the economic prosperity of the area. They need and want to personalize their financial solutions and thoroughly get to know their customers. The impact of decisions on their neighbors, friends and the local community holds them accountable.

Why is this important? Because community banks that hold to the relationship model do not defraud their customers. In fact, they are the true engines of growth in the United States. In the past year, community banks extended financing to 76% of all of the small business applications made to them while large, transaction based banks fulfilled only 58%. Small businesses drive employment in our country. Community banks which control less than 20% of the banking systems assets, provided more than half of all of the small business loans in this country in 2016, and they did this with 75% of the customers reporting being very satisfied with their overall contact and experience.

Our economy and financial system does not need the concentration of 50% of banking assets and deposits in the hands of just 6 banks who are not committed to any local area or their customers. We need the diversification of 7,000 community banks spread across the country who are relationship based and customer focused.

– Dave Eastburn, Chairman of the Board

 

Answers from Aaron

There’s a bit of pressure to deliver when your Marketing Department creates a blog entitled “Answers From Aaron”.  The title suggests that I possess a modicum of wisdom and credibility.  However, I cannot convince an eight year old boy that “murder clowns” do not actually exist, nor would they live in his closet if they did.  Thus the dilemma; what value can I possibly offer to readers, understanding the scope of my expertise is limited and may not encompass their specific areas of interest (such as “murder clowns”, which I obviously know nothing about).

If there’s one thing I do know about, its community banking, and hopefully anyone who takes time to read our blog shares an interest in it. Community banking should not be confused with investment banking on Wall Street, or other types of high finance. Community banking is much less glamorous, and much more honest. If you work the Google on an internet machine you’ll find a definition of community banking that is similar to this, “a locally owned and operated financial institution which tends to focus on the needs of individuals, small businesses and farmers. Lending decisions are made by people who live in the areas they serve and who understand the needs of their customers.” That accurately describes Iowa State Bank, but there’s certainly more to add.

I am frequently asked “What makes Iowa State Bank different than other banks?” Larger financial institutions, those with tens of billions of dollars in assets, often train their officers to provide a canned answer to that question. Typically those answers speak to the bank’s strength and size. As a community banker, my response varies slightly depending on how, when and why I’m asked. In general though, I respond by talking about the quality of people I work with and how much we care. That may seem cliché but I assure you it’s sincere. My colleagues and I are far from perfect, but we care deeply about our customers and the communities we serve. That caring translates to countless hours of volunteerism (thank you to Karl and Morae Metcalf for working at the Rotary Auction last night). It means we’ll take as much time as a business owner needs to work through a difficult situation or review a new business plan. Caring is also why you’ll hear us cheering loudly at high school sporting events (as Dena and Shawn Morrissey demonstrated yesterday by vocally supporting the FHS soccer team). It’s why we’re involved in economic development, support the fine arts, help those less fortunate… I’m sure you get the point. The difference is that we care a lot, and come to work every day ready to show it. If there ever comes a time that we don’t, I’ve failed and we’ll no longer be considered a “community bank”.

In closing, if you happen to run into Rowan Kness this spring, please assure him that there’s no such thing as “murder clowns”. Chances are you have more credibility on that subject than I do.

– Aaron Kness, President/CEO