You need to giveyour clients
plenty ofattention and
always listen 9
H
do you work with?
Does that enable you to keep
a professional distance?
19
and the budget to visit clients?
Does this approach affect
your results?
A "Most of my clients are family farming
operations. We have a vast array of enterprises
in the region including dairy, beef cattle, sheep,
wool, irrigated crops, cotton, and dry land
farming. Our business focus has remained on
those family farms since we started here fifteen
years ago. However, the market circumstances
for our clients are not different from those of
farmers elsewhere. The prices and seasons
go up and down, which is the nature of the
beast. Our region has experienced a prolonged
droughtfor most of this decade. When I look
at my relationships I would best describe them
as professional friendships. They are simply
based on a two-way exchange of trust and
respect. I want my clients to be comfortable
with me and to be relaxed in all our discussions
and meetings. It is important to create an
environment where we can freely exchange
ideas and information, plans and concerns.
It is quite simple and it all starts with the initial
contact, which is critical in building
a relationship."
A "It's all done at arm's length. Our friendships
become close, but there is always that
professional element between us. It doesn't
prevent me from making tough decisions,
when necessary. But when there is trust and
respect, it is easier to prevent getting into
situations where you have to make tough
choices. It is all about reading the signs and the
body language and asking the tough questions
at the right time. I have never been fond of
doing business over the telephone - my
preference has always been to make an effort
and visit the farm. Doing deals at the kitchen
table, so to speak. It is an area where clients are
most confident and comfortable, plus it gives
them an opportunity to show off their property
and achievements. Farmers tend to be very
proud of what they have achieved.
I can't imagine sitting in an office all week,
although I know some other bankers do prefer
to receive their customers in the bank. We have
a different culture at Rabobank."
A "You simply make the time. But we do not
run off willy-nilly. We have a budget and we
plan our trips. Some clients we visit once
a year, while others get two or three visits.
It all depends on circumstances, although I
enjoy that part of my job. We have clients all
around the countryside, but it is quite easy to
organise visits or simply make use of an extra
hour to call-in. I would encourage colleagues
to maintain similar relationships. It is a great
opportunity to find out more about the
business and the people, and not limit yourself
to just lending money. I expect my bankers to
be knowledgeable and I think it is important
that they develop their own style of working.
One important ingrediënt is time. I have never
worn a watch in my life. You need to give your
clients plenty ofattention and always listen."
A "By talking business at the kitchen table we
get better access to new opportunities and new
customers, but we can also assess risks early-
on. Being part of the grapevine has a positive
impact on our results. While on the road, we
learn a lot about the district.
Frankly, I had never given it much thought
before I was invited for this interview. I just love
my job and really enjoy engaging with clients.
I simply cannot imagine spending all day
indoors in the office. It is true that this style of
working does build professional friendships
and - if you will - customer intimacy. I am now
working with clients that used to run around
the farm as kids when I started, fifteen years
ago.To see the next generation of farmers grow
into management positions is fantastic. And
I am proud to be their house banker."«
ISSUE 24 JU RI WORLD
