Independent Banker - December 2021 - 45

birthday, Jenkins says. That came
about when Reilly was meeting with
employees and " taking a pulse on
how it was going for them. "
" One employee said that it
would be great if we could have
our birthdays off and he said,
'Done,' " Jenkins says. " That's one
of the benefits of working for a
small community bank. When you
say something, people actually
listen to you so they can make
happy employees. "
Making lives better
While taking care of stakeholders
is important, Reilly and the bank's
management team have tried to
emphasize " a balanced approach " by
putting customers first, which has
translated into a purposeful mission
that employees embrace.
" Yes, we're in the business to
You want to create
an atmosphere
where everybody
feels like we're all
on the same side.
We're not wanting
to get one over on
the customer. We're
trying to make their
lives better.
-PAT REILLY, MAUCH CHUNK
TRUST COMPANY
make money, but I say that you have
to earn money; you're not entitled to
it, " he says. " That means you've got
to give good value to your customers,
and everything has to start there. We
try to drive that point home with our
staff. Make the customer successful
and then the bank will be successful,
and we'll share in that success. "
That also significantly enhances the
community bank's workplace culture,
as most employees identify with
customers just as they do with the
organization, Reilly says.
" You want to create an atmosphere
where everybody feels like we're all
on the same side. We're not wanting
to get one over on the customer, "
he says. " We're trying to make their
lives better. " ƒ
Katie Kuehner-Hebert is a writer
in California.
independentbanker.org Q 41

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Independent Banker - December 2021

Table of Contents for the Digital Edition of Independent Banker - December 2021

Table of Contents
Independent Banker - December 2021 - Intro
Independent Banker - December 2021 - Cover1
Independent Banker - December 2021 - Cover2
Independent Banker - December 2021 - Table of Contents
Independent Banker - December 2021 - 2
Independent Banker - December 2021 - 3
Independent Banker - December 2021 - 4
Independent Banker - December 2021 - 5
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Independent Banker - December 2021 - Cover3
Independent Banker - December 2021 - Cover4
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