This is the first piece in a new series titled “Expert Intel” where Mabrey Bank financial experts are asked specifically about one of their areas of experience.
Our first Q&A is with our President, John Pixley, who, over his 40+ year banking career, is an expert in developing long-lasting, generational relationships with his clients. Mabrey Bank is known for its partnerships with both consumers and businesses, and John can directly attest to Mabrey’s core philosophy when building these connections.
Q: What is your role at Mabrey Bank and what are the responsibilities that come with it?
John: That’s an interesting question, and one I’ve been asked many times. I am the President of Mabrey Bank, with a focus on our lending divisions. I spend my time serving our teammates and clients the best I can.
Q: How is building a client relationship different (or the same) now versus 20 years ago?
John: The most effective relationships are those that are authentic and genuine. In order to achieve an authentic relationship with a client, you must commit to a focused effort to spend time with that customer. Trust is a huge part of client relations, and I think that’s especially true today. I believe the key to a client relationship is taking the necessary time to develop that trust. With our busy lives, we must have an organized approach in relationship building.
Q: What is a common misconception you often see when it comes to partnership building between a business and its clientele?
John: Our society has turned to texting and emailing as the normal process of communication. However, nothing replaces relationship building like being present. Take the time to get in front of clients – go to their office and make arrangements for breakfast, lunch and dinner. Welcome them into your place of work. Introduce them to your teammates. Spend authentic time with customers and don’t rely on texts and emails to drive partnership-building.
Q: What should be front of mind for businesses when it comes to attracting clients?
John: Trust, accessibility, a high level of service and communicating in a manner that indicates you have true knowledge and authority to serve them well.
Q: How does Mabrey Bank’s approach in relationship building differ than other financial institutions?
John: Mabrey Bank has the size and resources to be very relevant to the customers we serve in terms of products and services. But as a community bank, we remain nimble, quick to deliver and know our clients on a first-name basis. Our teammates are well-versed in the commitment to EXCEED and that passion permeates throughout our teams and branches.
Q: How do you utilize Mabrey Bank’s mission and core values when building relationships?
John: I’ve lived in Tulsa for 40 years and have an affection for our city and state. My approach to banking is often reflective of experiences I have enjoyed in my life – treat and serve others in a manner in which you would like to be treated. It’s rewarding for me when our teams at Mabrey Bank empower our customers to succeed and have a positive impact on our communities and families where we work and live. We are committed to being a reliable bank to serve with integrity and professionalism in an authentic fashion.