Summit State Bank is all about community and customer service

“By depositing locally,
Summit’s customers are making a
difference in the community’s economy.”
—Tom Duryea
Tom Duryea, Summit
State Bank’s president
and CEO, speaks with
banking customer Paolo
Petrone, general partner
and co-owner of Hotel
Healdsburg.
[Duncan Garrett Photography]
1 NorthBay biz Reprint from September 2014
AT YOUR SERVICE
Summit State Bank is all about community
and customer service.
By Elaine B. Holtz
“E
xceptional,” “supportive,” “responsive,”
“committed to community,” “caring” and “local”
are words and phrases used by customers of Summit
State Bank providing feedback on its website. In
1984, the bank opened its doors in in Rohnert Park, and it
remains headquartered in Sonoma County to this day. As a
community bank, it’s committed to giving back to the areas it
serves. It offers a generous Nonprofit Partner Donation Program
and supports the local organizations and programs that serve
Sonoma County, along with providing small business loans.
“We’re more than just your bank—we’re your partner,”
says Tom Duryea, president and CEO, who’s been with Summit
State Bank since 2001. He believes the bank’s success stems from
Reprint from September 2014 the belief that the bank, its employees and customers are all
partners and that, as a Sonoma County-based community bank,
its customers know their money is put back into the community
to support the economy, jobs, businesses and nonprofits.
As a member of the Go Local Cooperative (an organization
that works to grow the market share of locally owned
businesses; see “Keeping Dollars Local,” June 2014), Duryea
understands the importance of local customers. When asked
to describe his business and position, he says, “We’re in the
customer service business and just happen to be selling financial
products.
NorthBay biz 2
Banking customer Kayse Gehret (left), owner and founder of Soulstice Spa in Santa Rosa, works with Renee
Bergeron, a Summit State Bank customer service representative. [Duncan Garrett Photography]
“By depositing locally,” he
continues, “Summit’s customers are
making a difference in the community’s
economy; they’re helping to fund
local loans, provide local jobs and
even support local nonprofits that
provide life-changing services.” Duryea
attributes the bank’s success to its
dedicated employees and ability to
attract quality customers, make sound
financial decisions and work with local
businesses and individuals.
the North Bay Business Journal. In
addition, in October 2013, Summit
State Bank was honored with the
Rising Star Award from California
Independent Bankers, a community
banking trade organization created
to encourage and reward exceptional
accomplishments of community
bankers in California. The award
honors organizations in the community
banking industry that have shown
exceptional promise of leadership and
service and are its guiding principles.
Included are some common sense
ideas, such as to exhibit a “cando attitude,” be courteous, greet
customers by name and always treat
coworkers with the same respect one
treats customers. Summit emphasizes
the importance of offering solutions
and finding answers to customers’
questions. If a question is asked
that’s outside an employee’s area
of expertise, he or she will find the
person who knows the answer.
Communication is important, and the
staff strives to return calls and emails
the same day or, at a maximum, within
24 hours. Although expectations
are high when it comes to customer
service, Summit encourages its
employees to always challenge
themselves to excellence. According
to Duryea, the service standards apply
to all employees, especially him. “The
Summit Way is our brand—what we’re
selling—and it defines who we are,”
he says.
In addition to solid customer service,
Duryea believes keeping up with the
times is an important component of
success. For example, in 2011, Summit
was the first community bank in
California to offer mobile banking and
mobile deposit, which let customers
manage their accounts and deposit
“I’m in the hospitality business, and I know how important customer service is.
I like working with a local bank that shares that philosophy.”
—Paolo Petrone, Hotel Healdsburg
Service matters
Summit State Bank has five branches,
two in Santa Rosa and one each
in Petaluma, Rohnert Park and
Healdsburg. It reports total assets
of $460 million and total equity of
$63 million as of March 31, 2014. It
provides diverse financial products and
services throughout Sonoma, Napa,
San Francisco and Marin counties.
Summit has been recognized twice
as one of the Top 75 Corporate
Philanthropists in the Bay Area by the
San Francisco Business Times and also
as a Top Corporate Philanthropist by
3 NorthBay biz contribution to communities served
based on self-awareness, integrity,
vision, effective communication,
enthusiasm and innovation. In 2013,
Summit also was the sole winner that
year of the organization’s Overall Bank
Achievement award. Summit also has
been recognized as one of the North
Bay’s Best Places to Work by the North
Bay Business Journal and is consistently
recognized as a high-performing bank
by Findley Reports.
The Summit Way Service Standards
outline the bank’s unwavering
commitment to exceptional customer
checks from anywhere, anytime, using
most smartphones and tablets. “This
enabled the bank to have a further
reach and freed clients to bank anytime
they wanted,” he says. To support its
business customers in using this type of
service, Summit (at no cost) will install
a remote deposit machine, which is
particularly beneficial for businesses
that have to deposit 10 or more checks
per day.
Duryea is a strong believer in
supporting local businesses. Summit’s
Small Business Lending Program, which
started in 2012, has a goal of lending
Reprint from September 2014
$50 million
annually. In
2012 and
2013, it
exceeded
that goal,
and is on
pace to do
the same
this year.
Through
the
Jamie Hidalgo is assistant vice
president/senior compliance
program,
administrator at Summit State
the bank
Bank. [Duncan Garrett Photography]
offers
a variety of business loans, including
equipment and commercial real estate,
as well as lines of credit to help fund
short-term cash flow needs.
Nonprofit support
For nonprofit organizations, the bank
offers many account features at no
cost, as well as its Nonprofit Partner
Donation Program, a special deposit
account program meant to enhance
fund-raising efforts. For charitable
organizations with Summit State Bank
deposit accounts, the bank makes
an annual contribution of 25 to 75
basis points, based on average annual
account balances. For example, a
$100,000 average balance Summit
account could receive a $750 annual
contribution.
In 2013, Summit donated 5 percent
of its profits, totaling $215,000,
to local nonprofits. It was the only
Sonoma County company named
as a Top 75 Bay Area Corporate
Philanthropist by San Francisco Business
Times that year.
After a comprehensive selection
process, the Community Child Care
Council of Sonoma County (4Cs)
selected Summit State Bank as its
financial service provider. This nonprofit
agency is responsible for operating 12
child development preschool centers
throughout the county. It’s dedicated
to supporting and providing quality,
accessible and affordable preschool and
child care services for children, families
and child care professionals through
education, resources and direct
services. Summit was chosen because
Reprint from September 2014 it’s a local bank that demonstrated
commitment to supporting local
nonprofits. Executive Director Melanie
Dodson says, along with providing
excellent service, Summit is an annual
sponsor, providing approximately
$12,000 per year to support 4Cs, our
work with children and families and
the annual Champions for Children
Breakfast, which honors community
members who’ve been involved in
enhancing children’s lives.
Pat Callahan, executive director of
the Health Care Foundation Northern
Sonoma County, has been a customer
of Summit for approximately six years.
Her organization’s primary function is
to raise funds for health care. What she
likes most about Summit is that she
feels she’s more than a customer—she’s
also a nonprofit partner. “They ask
how they can help you achieve your
mission along with offering marketing
and networking ideas,” she says.
According to Callhan, Summit meets
its core values and, “I’d want to thank
[the bank] for its investment in and
concern about keeping quality health
care close to home.”
Helping businesses grow
According to Duryea, more than 30
percent of all new customers have
been referred by existing customers
who are both satisfied and understand
the importance of banking locally.
Paolo Petrone, general partner and coowner of Hotel Healdsburg is one of
those customers. After being referred
to the bank in 2011, he became a
client. “I met [Tom] and liked his
philosophy about being a local bank
and taking good care of its clients.
We’ve had a good relationship ever
since.” At present, Petrone is working
on his company’s third hotel, made
possible in part by a small business
construction loan from Summit.
Petrone says he likes referring clients
to Summit because he knows the bank
will provide good service to them. “I’m
in the hospitality business, and I know
how important customer service is.
I like working with a local bank that
shares that philosophy,” he says.
Summit also supports customers
by buying their products and using
their services whenever possible.
Kayse Gehret, owner and founder
of Soulstice Spa in Santa Rosa, was
interested in a local bank. After doing
extensive research, she found Summit
had the most upbeat references.
Her decision was further influenced
by conversations with the bank’s
customers. “People actually raved,”
she says. What stands out most for her
was, when she made the decision to
become a “valuable partner,” the bank
helped her in the beginning stages of
her networking efforts, which helped
her business grow and expand. “The
bank very much walks its talk. It’s
referred me to many of its other clients
and used our services by providing
chair massages to its entire staff.”
Jamie Hidalgo, assistant vice
president/senior compliance
administrator, has been with Summit
for five years. The most impressive
thing to her about Summit is its
community involvement and support
for employees. “The bank sees the staff
as equal to customers. The president
has an open-door policy and is very
accessible and open to new ideas,” she
says, adding that her experience has
been positive from day one.
Summit also offers its business and
nonprofit customers an opportunity
to showcase their organizations
through its Featured Partner Program,
wherein customers learn to make their
displays eye-catching, fun and creative.
Featured customers can include
discounts or coupons with their
displays along with providing product
samples, business cards or catalogs
(customers are generally featured for
one month).
A personal touch
Renee Bergeron sits at the front
desk at Summit’s corporate office in
Santa Rosa. As a customer service
representative for the past three
years, she’s had the opportunity to
build personal relationships with
many customers. “I enjoy my job
and love working for a company that
encourages building relationships,”
she says.
NorthBay biz 4
IOLTA Leadership
S
ummit State Bank is proud to be recognized as an
Interest on Lawyers Trust Accounts (IOLTA) Leadership
Bank. According to Wikipedia, IOLTA is a unique and
innovative way to increase access to justice for individuals
and families living in poverty and to improve our justice
system. Without taxing the public, and at no cost to
lawyers or their clients, interest from lawyer trust accounts
is pooled to provide civil legal aid to the poor and support
improvements to the justice system. Every state, along with
the District of Columbia and the Virgin Islands, operates an
IOLTA program. In 2009, the U.S. IOLTA programs generated
more than $ 124.7 million nationwide. These funds, together
with state and federal appropriations as well as private
grants and donations, enable nonprofit legal aid providers
to help low-income people with civil legal matters such as
landlord/tenant issues, child custody disputes and advocacy
for those with disabilities.
According to Duryea, Summit offers 1 percent interest
for the Legal Services Trust Fund Program through trust
accounts held at the bank. Each quarter, the bank allocates
those funds to the State Bar organization, which, in turn,
distributes the monies earned to various legal aid programs
throughout the state of California. Summit State Bank is
acknowledged in Bar Association and Legal Aid newsletters,
websites and events for being a member and for helping to
support the California Legal Aid programs.
Another way Summit gives back to the community
is through its Summit Day of Service, which gives every
Summit team member one paid workday per year to
volunteer time with any nonprofit organization. The time
can be spent sorting food at a food bank, helping seniors,
tutoring youth, being a teacher’s assistant at their child’s
school or volunteering with any organization they’re
passionate about.
As a community bank, Summit State Bank is proud
to donate 5 percent of its net profit to support our local
nonprofits and charitable organizations that make a
difference in our community.
Future plans
Duryea is optimistic about future plans for the bank. Over
the past three years, he says the bank has seen a 30 percent
increase in growth. This year, he’s looking for an additional
5 percent growth by attracting new customers and adding
services to the bank’s online and remote deposit programs.
He’s also looking at adding a Person-to-Person Banking
(P2P) mobile banking deposit program. P2P banking is
an online system that lets individual members complete
financial transactions with one another by sending deposits
to each other via mobile phone.
Duryea also recently attended a business seminar for
bankers and, when asked to describe his bank and job
in five words, he responded, “Caring, responsive, giving,
community and fun.” He adds, “future plans include making
these ideas and customer service even stronger.” u
3565 Airway Drive
Santa Rosa, CA 95403
707-575-8282
707-546-7368
reprint
northbaybiz.com
5 NorthBay biz from September 2014
Pages 62–67
Reprint from September 2014