Showing Client Appreciation Means Asking the Right Questions

"Appreciation" is a simple yet powerful concept. It means acknowledgment, recognition, and understanding. In business, feeling appreciated can lead to satisfaction, while its absence can cause frustration. In the world of banking, this concept is key, especially when building strong relationships with business owners.

Common Client Complaints in Banking

I often hear two common complaints from business owners:

1. "I can’t get in touch with my banker."
2. "My banker doesn’t understand my business."
   

These are valid concerns. Everyone’s time is valuable, and when dealing with larger organizations it can be difficult getting through to the right person or department, especially if you’re stuck trying to dial the correct extension number. On the other hand, when you work with smaller community banks, things run much differently. There are no call centers, and no confusing phone trees. Just direct, personal access to your banker. In a lending relationship, that means they act as your quarterback and help trouble shoot any questions or issues that arise. You can consider loan officers and mortgage lenders your personal advocates inside the bank.

Understanding Your Banking Needs

One of my favorite stories comes from earlier in my career when my team was competing for a meaningful business relationship with a large, successful, multi-generational manufacturing company. We were up against several banks, but after extensive negotiations, we won the deal, which included their entire business banking relationship.

At the closing, one of the owners pulled me aside and shared his reasoning for choosing us:
“Do you know why we went with you and your bank?” he asked.
“Please tell me,” I replied.
“Because you asked the right questions,” he said.

This simple yet powerful statement stuck with me. While other banks made competitive offers, they didn’t take the time to truly understand their business. In the end, it was the relationship we built, based on understanding, listening, and asking the right questions, that set us apart.

How Kearny Bank Helps Businesses Thrive

At Kearny Bank, we are committed to understanding your business inside and out. Our Commercial & Industrial (C&I) Division consists of experienced professionals with a combined 150 years of expertise in the industry. As an $8 billion full-service community bank, we provide local decision-making and personalized service for businesses across New Jersey and New York.

Here’s a glimpse of what Kearny Bank offers to businesses:

●       Commercial Lending: Customized financing solutions to help your business grow.

●       Treasury & Cash Management: Tools to optimize cash flow and streamline operations.

●       Government & Education Institution Banking: Specialized services for government entities and schools.

●       Women in Business Program: Supporting women entrepreneurs with tailored financial solutions.

●       Credit Cards & Investment Services: Flexible options to manage your business and personal finances.

●       Private Client Services: White glove services personalized to your business's needs.

Our team works closely with you to provide individualized solutions, ensuring your business receives the attention and care it deserves.

A Better Financial Future Starts At Kearny Bank

So, how does Kearny Bank differentiate itself from the competition? It's simple: We focus on building strong relationships through personalized service and by asking the right questions. We take the time to understand your unique needs, which allows us to offer solutions that truly align with your goals. At Kearny Bank, appreciation isn’t just a word. It’s the foundation of everything we do.

If you’d like to discuss your business’s needs and explore how we can help, I’d love to hear from you. Don’t hesitate to reach out—start a conversation today or visit your local branch.

Authors

Richard Burzynski

VP/Commercial Loan Officer C&I

Richard Burzynski is a VP, Commercial Loan Officer at Kearny Bank. As a member of C&I Lending, he provides commercial credit facilities to privately held businesses in need of debt capital to grow and expand their businesses. In a banking career of over 25 years, Richard has experience in providing commercial credit facilities to borrowers with needs such as short-term and long-term working capital, term debt financing for fixed asset expansion, business acquisition, commercial mortgages for real property, and international trade finance services for import and export companies. Richard earned his bachelor’s degree in finance from Rutgers University.