This business is about great customer
service - it's a peoples busines 9
BANKING SPECIAL
38 ISSUE 28 Al R.I WORLD
Wim Visser (1971)
However, it's the people that make the real
difference, Kamphof says. "It's important that
we show leadership to our clients, but this
will come from the many contact moments
that we have with them. If you have a strong
opinion, and can convince people within your
own organisation, your cliënt will understand
that you can also lead and convince a group of
banks. If you want to be market leader, everyone
has to show personal leadership. It's about
internal and external attitude, and the way we
work together. That's what makes us different
from the competition," she explains.
All three agree that knowledge is the key, and
believe that the earlier the bank is involved with
a cliënt, the greater the likelihood that new
business will be brought in. Martijn Sorber says
that by sharing cliënt information, Rabobank increases its
ability to seize new business and gain market share. Sorber:
'There's a lot of entrepreneurial spirit in my sales team, and
I encourage it. They come up with non-standard ideas and
solutions, they talk to the legal department to iron out any
concerns, and they use outside-the-box thinking to come up
with solutions. And this proactive attitude stretches beyond
the sales desk, to connecting with clients socially, through
informal dinners, cycling events, or attending concerts
together. Going that extra mile really propels business
relationships forward."
This is an opinion shared by Wim Visser, who says that by
working closely with other units across Rabobank, DLL
has a front-row seat on how the company operates.
Visser: "I believe that Rabobank is as good as - if not better
than - the competition. We need to continue cooperating
internally and we need to put ourselves in our clients'
position - what do our clients want, what do they need, and
how can we better connect with their demands? Essentially,
I think they want convenience. They want the bank to take
care of the financial product stream, from A to Z, thereby
taking complexity and issues off their hands. It's about great
customer service and, at the end of the day, it's a people's
business. Rabobank has a great reputation, and clients right
across the Group trust us. We need to continue being open,
honest and smart."*
