Businesses today expect more from their banking relationships; access to experienced bankers, personalized financial solutions, and fast response to needs. Service factors are more critical as businesses try to weather the economy. 

With the philosophy of "providing service you deserve," Leaders Bank, headquartered in Oak Brook, Ill., offers a haven for private businesses that demand better service, focusing on personalized relationships, customized solutions and fast response.  

"Leaders Bank earned our business because they took the time to understand what we were trying to accomplish," says Bob Deisinger, president of American Technical Publishers (ATP), a leading publisher of career and technical training materials. Leaders provided the construction financing and commercial mortgage for their 45,000 sq. ft. "green" headquarters, a working capital line of credit and treasury management services.

"They look at things from a deeper perspective. That fosters a great relationship," Deisinger says.          

"Our relationship with ATP is based on entrepreneurial spirit," notes Harley Jordan, Leaders' senior VP of commercial banking. "Bob was looking for a custom solution and high-quality service. We quickly created a package of flexible solutions to meet ATP's needs."

Whether it's a credit line extension or a check approval, most businesses can't afford to wait two or more days when they're trying to satisfy their own customers.  Unfortunately, high bank employee turnover, much of it from bank consolidation, contributes to a struggle many business owners face - they don't know who their banker is. 

In J.D. Power's 2008 Small Business Banking Satisfaction Study, satisfaction was 97 points higher (1,000-point scale) for the 51% of businesses with a dedicated business banker, versus those not assigned one by their bank. Additionally, those with a dedicated banker had a satisfaction rating 201 points higher when they felt their banker completely understood their business, versus partially. Six percent of respondents said their banker did not understand their business at all.   

Few financial institutions can claim client satisfaction above the 75% industry average reported by ACSI, the American Customer Satisfaction Index, but Leaders Bank continues to build on a service commitment that garnered overall client satisfaction ratings of 94% in a 2005 independent customer survey.

The survey showed that 100% of primary clients said they could count on Leaders to reach satisfactory resolutions to problems. Professionalism, knowledge, and responsiveness scored 90-94% on average.

In relationships based on trust and knowledge, as exemplified at Leaders Bank, a business is more likely to gain satisfaction with both financial and service needs. That is crucial as businesses face challenges, such as the more than 1-in-5 small business owners who report cash flow being a "critical" problem. (National Federation of Independent Business, 2008).

According to Jim Lynch, president and CEO of Leaders Bank, the secret to Leaders' quality relationships and high satisfaction is the unique philosophy of treating each customer and bank employee as a leader.

"It's a commitment that builds trust and satisfaction within the bank, and extends it to every customer," Lynch says. "Leaders invests in relationships. The return is mutual success. We provide the experience, quick response and personalized service that business owners and entrepreneurs deserve. With real partnerships, it's easier to develop a solution for just about any issue."