Pub. 10 2021 Issue 4

8 One of the things I try to be is a sponge. When I hear a banker who seems to know what they are talking about, I check their call report numbers to find out if they really do, and then I absorb everything I can from the good ones. With a higher-than-normal case of ADD, I struggle with sitting down to read, but I like to listen to audiobooks while driving. I recommend: • Seven Habits of Highly Effective People by Stephen Covey • The 4 Disciplines of Execution by Chris McChesney • Books by John Maxwell I have tried to listen to a lot of books about leadership. I only had one class at K-State about management, but I stumbled into a management position at age 27. At 61, I am still trying to learn how to be a better manager. What have been some of the major challenges in creating a balance in customer branch and digital-based transactions? My elevator speech about our bank is we offer the best of both worlds when it comes to balancing technology and customer service. Some of our customers do as much banking as possible digitally, and others still come into the bank every day to get their cash to buy a round of coffee for their friends. I am proud of our community banks and the services we offer. Most of us have all the bells and whistles, but we still have someone to answer the phone if you call the bank. What is the secret to creating a culture within a banking organization where customer satisfaction is the focal point? Ken Blanchard and a couple of others wrote a book called Leadership by the Continued from page 7 Book that is based on the teachings of Jesus Christ. It had one of the best definitions I have heard about servant leadership. Jesus was a servant leader. I have also been lucky to be a Rotary member, and our motto is Service Above Self. My whole career, I’ve struggled with whether I am a micromanager. What I hope I am is a hands-on manager. I try to lead my team by attempting to live what I am asking my team to do. That usually means going the extra mile to do the right thing. What is the biggest impact of being a KBA member? What makes it beneficial? I moved back to Kansas and became a KBA member in 2000. Since then, we have utilized the health insurance plan, fidelity bonds and D&O insurance. The legislative arm is also valuable. A lot of things go on behind the curtain that one typically doesn’t get to see unless they are going through the officer chairs. Are you involved in any civic or charitable organizations? One of the best and worst things I do is get too involved. Like most community bankers, I would guess there might only be a couple of organizations in town that I haven’t been active with. If you look back at your career and life, what would be three things that you have learned and would pass onto a younger person within the banking industry? • Be a sponge and never stop learning. When I was about to graduate from the Southwestern Graduate School of Banking, I had an instructor who challenged us to continue pursuing additional education. He suggested the Certified Financial Planning program, so I did that. My whole career , I ’ve st ruggled wi th whether I am a micromanager . What I hope I am is a hands-on manager. I t ry to lead my team by at tempt ing to live what I am asking my team to do. That usual ly means going the extra mile to do the right thing .