Now that we’ve turned the page on 2019, here at ORMS we’re taking some time to process all that went down last year – the good, the bad, and the ugly. Fortunately, for ORMS, the vast majority of it was truly positive. We are growing, and we welcomed several outstanding new clients into the fold. Just as importantly, we’ve managed to retain our long-term, valued clients, even as their specific needs have evolved over time. In a rapidly changing industry faced with the constant drumbeat of new technology, increased regulation, heightened customer expectations, and competitive pressures, we are incredibly appreciative of the loyalty of our customers.
What accounts for ORMS’ success? Since our founding, ORMS has always focused on putting the client first and cultivating meaningful, value-added relationships. Over the next few blog posts, I will share some details about our firm’s client-first philosophy, and some of the specific (some may call “old school”) techniques we use to ensure our customers feel valued at every step of the process and in every aspect of the relationship. Treating your customer as a true partner is a critically important, yet sadly overlooked aspect of business today.
Great relationships continue to be the foundation of ORMS. Whether it is our longtime clients, new clients or soon-to-be clients, our reputation in the industry and our relationships with well-respected players have allowed us to grow and flourish. It has been one of the best things about ORMS to work with great people who also happen to be great friends as well.
The industry is surprisingly small. As you get involved with fantastic organizations like the Environmental Bankers Association, perhaps by serving on a committee or two, or taking a position on the Board, you inevitably get to know all the movers and shakers. Attending various industry events like the RMA Chapter Leaders Conference, NAGGL Annual Conference, ICBA seminars, NADCO conferences and training, and EBA’s summer and winter conferences, you begin to see a lot of the same faces – talented, experienced bank and credit union people who are passionate about commercial real estate lending and risk management. As I’ve gotten to know these folks at institutions both big and small, I have learned so much about what’s important to them, what they are doing right, and what they wish they can do better, more efficiently, and cost-effectively.
Listening to our clients, our soon-to-be clients, colleagues, competitors, regulators, and industry influencers undergirds everything we do. It’s a relationship business, and you need to be passionate about forming real, meaningful, long-term relationships to be successful.
Next month, I’ll share some actionable, easy-to-implement ways to cultivate such real and meaningful relationships. Until then, I wish you much success in all you do!