Chamber Vibes
Pinnacle Financial Partners
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If you're new to our show, we interview a different Chamber member every week to find out what they do and why they do it. We record right here in the town of Bedford in the amazing Media Squatch studio. Before we get to the interview today, I want to update you on a couple of events that we have coming up. I know Foster mentioned last week our ribbon cutting for 22 gourmet located in forest that's going to be hosted next Thursday, August 22nd at 12 o'clock. 22 gourmet is celebrating their merger between Simply Vanilla and Purple Door, and we're excited to celebrate with them next week. The other event I'll mention is our 85th Annual Excellence in Business Awards Gala, which will be held on Thursday, September 12th at Cedar Oaks Farm. This is our largest fundraiser and largest business gathering of the year. We'll have a silent auction, cash bar, dinner, and we'll announce the seven winners of our Excellence in Business Awards. If you'd like to see who our award finalists are, head on over to our Facebook page and take a look at all of those deserving finalists. If you're interested in attending the Gala, go ahead and grab your tickets from BedfordAriaChamber.com. We are starting to run low on tickets so you want to grab yours before we sell out. And as always, you can find a full list and all the information about any of our Chamber events at BedfordAriaChamber.com. All right, so without further ado, I'd like to introduce my co-host for this episode. Foster and I are excited to have our ambassadors begin to join us on the podcast each week. Our Chamber ambassadors are a group of volunteers who are essentially cheerleaders for the Chamber. You'll see these individuals frequently at ribbon cuttings and other Chamber events, but they also do a lot of work behind the scenes to kind of keep our Chamber moving in the right direction. So the ambassador who's joining us today is Harriet Trevino. Harriet, thank you for joining us. Oh, it's my pleasure. Thanks, Kayla. Of course. Well, you tell our listeners just a little bit about you and your background, personally, professionally, within the Chamber, anything like that. Oh, my. A wide topic. That's good. So we've lived in Bedford for just about five and a half years. And the very first business decision that we made when we moved here from Connecticut, was to join the Bedford Chamber and listen to that dream. A beautiful sound and I've been with the Chamber ever since I became an ambassador right away and Chambers have been a big part of the growth of our business over the years. I'm in a family owned business called Bull's Head Print and Promo and started it with my parents. And now I'm with my husband, Jesse, who's my partner. And so the Chamber has been great. I still remember the first Chamber event I came to. It was over at the visitor's center. It was at Christmas time and I wrote back to my Chamber friends in Connecticut and said, this may be a small town, but the Bedford Chamber is really kicking. It's doing a lot and since you and your compatriots have come aboard Kayla, things have really, really turned around for the better. So enough about me. I'd love to hear about Pinnacle. Yes, so we will go ahead and introduce our guest for this morning. So we have Russ Smith and Melanie Oliver with Pinnacle Financial Partners. Thank you both for joining us this morning. Yep, thank you. Russ and Melanie actually both serve in volunteer positions with their Chamber. Russ is on our board and is currently serving as Chair and Melanie is an ambassador along with Harriet. So before we jump into some questions that we have for you, will you both tell us a little bit about yourselves and your background, how you became involved with Pinnacle? Yeah, definitely. Thank you for having us today and I know Melanie and I both really join their experience being able to be involved with the Chamber. So we're excited about this and you guys are doing just like Harriet said, you're doing a great job. So my background is I've been in banking probably 17 years or so going on 18 and Pinnacle really wasn't in the area until recently as far as in Lynchburg. So we've been in Lynchburg around five years. We do have a new office over on that four-story branch, but Pinnacle gives me the opportunity and Melanie both to give back to the community as well as serve our clients with making sure that they have what they need, business-wise, consumer-wise, or if they own business that their employees do too. So having a lot of different experiences over the years in banking, Pinnacle allows us to use what we're good at and they allow us to continue to grow along with their clients. So it's something that's been a real blessing to us and we're excited to be part of it. So give a little bit Melanie if you'd like to. Yeah, I have been in banking going on, it's almost 20 years and but with Pinnacle, I'm almost three years now and it's a completely different environment when it comes to banking because of the relationships that we have within the office but also with our clients. It's completely relationship-built and I was brought in as it was growing from a loan processing office to an actual firm and his banking turned into an actual bank. And so that's how I got pulled into Pinnacle. I got a call from Russ one day or text really like, "Hey, can you call me when you get a chance?" Because him and I have worked together since 2006 or '07. So what Pinnacle allows us to do as leaders within the community, you won't see a lot of like requisitions out there or position applications that you can go online and apply for. The culture is really built from within and what we do is we bring over people that we know have at least 10 years experience in the field and that they also share the vision and mission that Pinnacle has. And with that in fact, it's a lot of people that you may have worked with in the past and to Melanie's point there, I've reached out to her and there's been several others that we've reached out and we've really built a solid team of people that have worked together in some way in the past. So what that does is it allows us not only to be happy and be strong, so then it just goes even better for our clients. For sure. And I know we were talking before we started recording, but Pinnacle was on our podcast about a year or so ago. So if you heard that story a while back, I would encourage you to stick around to hear some new information. They have some new updates and things that have been going on since they were last on the show. So if you heard the first one stick around and you'll hear some new information here in a little bit, but will you guys talk just a little bit about the history of Pinnacle as an entirety, not just in Lynchburg? Yeah, definitely. I'll start off with this and I'll turn it over to Melanie and let her give her story. But I would say it was 20, 24 years ago, going on 24 years ago, and we actually have an anniversary party coming up. Some bankers in Nashville that were with some of the bigger banks, bigger bureaucratic banks, they got together and said, you know what, this just isn't right. This doesn't feel right. It feels like everyone's a number. The bigger banks, you can't really give the kind of service that you would want to is the way they were feeling. They got together. They formed Pinnacle in Nashville. That's where headquarters are. So they got together, formed, and then the mission was to be the best place to work in the southeast. And since then, Tennessee, we're in Florida now. We're in Alabama now. We're in Atlanta. Virginia is pretty much in Northern Virginia. It's about as high as we go. But we're continuing to grow and expand in the southeast. So it gives you that feel of a smaller bank but also has the access and ability to operate just as the bigger banks do as well. Pinnacle's model, like we stated, is you bring good people on. You really take care of your employees and then your clients are going to be taking care of as well. That's a little bit different than what some other companies may do. You know, you really hear it. It's all about the customer. It's all about the customer, which it is at Pinnacle as well. However, we lead through our employees. So making sure that we have strong experience to people come in and then we're able to take care of our clients. Absolutely. I mean, we get to make local decision-making all the time. Our corporate structure is flat and is set up by geography instead of lines of business. So market leaders are actually in charge of their markets and can make most decisions independently for our clients. And you kind of talked about when you, Melanie, came on to Pinnacle. You guys had known each other in the past and Russ kind of recruited you to Pinnacle. And I know that some of the information that you got sent us, people that you hire have to have 10 years of experience for most of their roles, five for some, but 10 for most of their roles. So you have very tenured, successful people that you're bringing in. How do you think that kind of team dynamic of never having a trainee, always having someone that's really experienced? How do you think that benefits your clients differently or creates a different team dynamic within the bank versus another bank that might have new trainees all the time? It makes a huge difference. I always say when I hire a hire capable and what I mean by that is the people that I know I'm bringing in, there's going to be a very short learning curve because of the experience they have in the past. So not only is that a plus for us and all of us as a team, it's a plus for our clients. So when they call in, they know they're getting someone that has that experience and know if they're having a problem or something like that, they have probably seen it in the past. But also it also helps in a sense of team building. Everyone is there, you know what they're about, they're ready to work, they're ready to grow and it just helps tremendously. That model in this area, in the new areas we're going into, we're bringing over the best bankers that we can bring over and then they bring their books of business and we continue to grow from there. And it's been a very successful model and continues the show to be. Mel, what do you want to chime in on that? Absolutely. I mean, we coming into Pinnacle, it was made very clear to me that it was all about creating a great work environment. And, you know, if we're not driven by the sales and everything, we're just driven by what the customer needs and we can all work together to make that happen because we have the resources to do it. We also have each other as resources, so it's really a team dynamic and it's so nice to be able to do what's right for your client and know that it's fine because they you have the inherent trust in you that you're going to do what's right and you have a lot more leeway with decisions. You know, the word trust was what I was going to chime in with the culture that you built by hiring whom you know, you know, those people that you know are good, the capability. I'm sure that does a lot to build the culture of trust within your company, both in your working relationships with each other and with your customers. Yeah, one of our values is partnership. And when you bring in people that you trust, like you're saying, whether it's in your specific role or in a commercial division or in mortgage or whatever it may be, you trust that when you put your client in front of that person, they're going to get taken care of. There's not a second thought about it. So that's a really a different dynamic than places we've worked in the past where, you know, in to no fault, but sometimes the experience is not there. Sometimes the training may not be there, but now with this way, Pentacles set up, you know, we enjoy partnering. Our Loonjburg team has a unique dynamic in the sense of when we started in this area. Melanie had mentioned earlier, we were loading production office at first. So you come into the area, you start building clientele, and then you continue to grow. We grew into a full retail office. And we didn't have the building full of full retail office. So we had a retail section of the bank and a commercial section of the bank, basically able to elbow. So it almost to a way forced us to work together the way we should have anyway. But it created a really unique partnership that has really set us above. And in this area of Lynchburg, so it's been the team dynamic there from a working standpoint between lines of business has been amazing. So that's great, great. And if I could ask a little challenging question, so how is your approach about hiring people away from the banks where they are? How is that different than a corporate rate or straight standpoint? Well, generally the people that in my opinion, the people that I look to bring you on or have brought on already, I still have relationships with. So it's not like I just show up out of the blue. We continuously have had relationships. And I know what they're about. And I've learned enough about them over the years, that experiencing pinnacle, I go, well, you know, they really do fit in our model and align well with the vision that we have. So I feel like I know it stinks for the company that we're taking them from, but I know it's a great thing for them because of the work environment that's going in. So it's going to it's a win-win in my book, because not only am I helping grow our team, but I'm also helping get them to a spot where I know that they will enjoy working for this company continue to grow. Yes, indeed. And another part of bringing on people that you know, people that are experienced and having such a great team dynamic within pinnacle, your retention rate is super high, and it's on your notes here, it says it's 93%, which is pretty much unheard of in the industry. Well, especially in a banking industry. Right. You know, you're bringing in people, like we'd say, with the experience, and once you get there, the culture is so good, and they let you help your clientele build your books to business, whatever it may be. And you don't want to leave. So that 93% in the whether it be commercial banking, retail banking, whatever it may be, that is kind of unheard of. But that's across the board. And we're excited to be part of it as pinnacle is just continuing to grow, not only in this area, but also through different markets of the southeast. And you talked about a little bit about, you know, commercial banking, retail banking, that kind of thing. Pinnacle is a full service banking institution. So can you give us kind of an overview of all the services that you offer? Hey, everyone, it is Ryan Seacrest here ready to heat up your summer vacation. Get ready. Things are about to get sizzling at Chumba Casino. Your summer getting a whole lot hotter with a special daily login bonus waiting just for you. 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And so we can do any type of lending, really, when it comes to large businesses, small businesses, any of them, we have treasury management, let's say merchant, merchant services, pretty much anything you can think of, we have a person for it. And you can get a hold of them, which is nice, because we also have a three ring rule with Pinnacle. So I can't even think of one time I've given out our, we do have a 24/7 touchstone phone number in case you just need something real quick. But I don't think I can think of one time I've ever given that out, which is silly to me, but because we, they're always able to reach us. We can call the office and we have our direct lines or the office itself, someone's going to answer. And we're going to, if they have questions, we're able to help them and get them to the right people. If it's something that's specific to one of our, our partners, we have, we have everything out there. Yeah, speaking to the, the three ring rule that Indip Melanie was talking about. So basically, if you dial in to our direct line, and it doesn't get answered in three rings, it automatically rolls to someone else or everyone else in the branch. So someone at that point, you will talk to a live person, no matter what, if you call in, if for some reason, something's going on and everyone in the 10 or 11 people in their office having answered it, it then goes to our customer service number who they still answer. So again, when you're dialing the number, it goes back to that, you know, making sure that we're taking care of our clients, but you're always going to get in touch with, with someone, which is a good feel for the banking industry, when especially if there could be some sort of emergency going on or something that you need a really quick immediate answer to. And when you get someone, you get someone experienced and no sound to, they may not know the answer to the question. However, they'll know who to get you in touch with. Exactly. And Melanie, you mentioned your new office and that's something that Ross mentioned last time when he was on the podcast, is just talking about this new office. So it's built. You guys are in there. It's awesome. Tell us a little bit about your new office and some of the features. Yeah, you can find us on Forest Road. And it's it's absolutely beautiful building, but it has some extra perks to it. I mean, considering we were in a very small office altogether before, it's quite different. We also have a learning center in the building so that when we can have meetings in there, it's it's set up like it looks almost like a little mini theater, honestly. But what's great is it's also available for our clients and our community so that if they need to meet there or they would like to have company function there during, they can just call and schedule something with us and we make it happen. We've had quite a few of them thus far and it's, you know, it can happen during business hours and it doesn't affect the flow of the banking or anything. It's also very private. We have a conference we have a smaller conference room as well that is also can be. Yeah, can we use if someone needs to have a meeting and, you know, one of our small businesses doesn't have an office of their own percent. They need to be work out of home or whatever and they need to meet with someone. They are welcome to schedule a time at our office and use that. We have clients that will bring in their laptop and then we have a little area for them if they need to check on something. It's very welcoming and, you know, if it's in need of our clients, we find a way to to meet it, honestly. And the building really helps with that, for sure. It's another way to, you know, Pentacles looking at giving back to the community. So not only is it taking care of us, but we want people to come in and see the facility and feel comfortable when they come in. So a lot of nonprofits are air partners, air clients that don't have meeting space. They come and they utilize it and, you know, it's it's a it's a win for both because we enjoy being able to help the community and the people that are in it as far as you may not have meeting space in the type of businesses that you have or maybe you meet in the middle, you have a client coming from somewhere else. So I mean, it just helps in a lot of ways. And is there any cost to rent out either of those rooms? No cost, no, not at all. Just basically getting in touch with myself or Melanie and we'll check the schedule. It's been we've got some availability now. But I mean, we every week or so, we have at least one or two that are utilizing some portion of it. You know, when I was still up in Connecticut, we were banking with Bank of America. I remember that there was a whole time when they were really trying to get you not to come into the branch, you know, and it was as if they were, and I said, no, I like to come in and see my banker, you know, even if it's just a say good morning, but they were like, oh, but it'll be so much more convenient. And now that clearly has happened, but it sounds like you're bucking that trend. Exactly. And really finding reasons for people to come in and see you face to face and solve their problems face to face. Back to when we were talking about when Pinnacle started in 2000, that's what the bankers were talking about. You know, you're right. We've lived it as far as, you know, with other companies, it was everything you could do to keep people out, whether it be mobile banking deposits, you know, mobile deposit, whatever it may be. All of those things are great tools that we still offer. And we use, however, the difference is we're inviting you in, we want that face to face us as bankers. We're out two to three times a week visiting our clients. So we that face to face is what these bankers in 2000 wanted to overcome. Like, hey, this is going the wrong way. This is not what we want to do. Sure, it can be, you know, it could be successful and depending on what you want. But what our mission is, we want to be present for clients, we want to get in front of them, we want them to be in front of us. And really, if you start looking at some of the data, everyone used to talk about, you know, the different generations, millennials, whatever it may be, that oh, they don't want to go into a bank. They don't want to do this. I want to do everything digitally or whatever it may be. Touchless trends are finding now that sure they want to do that, but they also want the option of being able to come in and visit branches and do that face to face because they're starting to realize that it is important to be able to have a relationship with your banker. Because if you're a business owner, you want anyone to know you want your banker to know you want them to know what you're doing and what you're about because they're going to support you. And that's what Pinnacle allows us to do it. I know my client and I know what their vision or whatever it is that they're trying to accomplish. The more I know about them, the better it's going to be for the relationship that we foster as we go along. And I remember speaking of getting people into your beautiful new branch. I remember the grand opening that party that you folks hosted really lovely and giving tours of the building and it was a very up event all the way around. Obviously, you were proud of it and it was fun to be there. It felt great. I think so. I'd like an invitation to the 24th anniversary party. Yeah. Well, that one's in North Carolina. I have to take a little road trip for that one, but that Pinnacle does that every year. There's an anniversary party that every employee is invited to. So you'll have people come, they break it up in sections. Let me back up a little bit. So ours is in North Carolina. Then they have a Nashville and then they'll have another in a region. So because it's hard to get everyone in one area, but they can all be in three different areas at the same time and doing the same things. So it's really neat. Our CEO's there. He's transparent. He has calls with us all the time. He's at these events in every orientation. He's there doing the team building events, meeting people, helping us get over the wall. Yeah, he went with us. Exactly. It's the anniversary party also has a lip sync battle. And I will say that our district has won the last two years. I don't do much, but I will take that thing. Right. Hey, absolutely. Well, I know that community service and just doing things, partnering with different groups and things like that are a really important part of what you guys do. So can you tell us a little bit, you talked about, you know, you partner some with some nonprofits, of course, chambers, one of them for the learning center and conference room and things like that. But what are some other ways that you guys are kind of directly involved into our community? Yeah, absolutely. Melanie can attest to this and myself as well as far as being part of the chambers. We encourage all of our employees to be some part of whether it's a board or, you know, an advisor, whatever may be a mentor for nonprofits. So we have people on that that serve on different boards with, you know, from things such as CASA, but all sorts of different nonprofits. And I would say almost every person in our branch has involved some sort of way. So that's to me is one of the main ways that we give back or that we try to stay community focused. We also do, you know, a day of care and type day where we go out into the community and we'll have nonprofits that we partner with that are either a clients or not their clients. And we've cleaned up, painted, we've done a little bit of everything, yard work. But, you know, those are some of the ways that we're giving back. Melanie, you want to add on that a little bit? Yeah, it just makes me think like my my daughter and my oldest daughter, Kylie, had, when I started working here, she was with me one day and I think I'd taken her with me to a volunteer event with work. And she said, you know, Mommy, you do a lot in the community with this new company. That's really cool. They let you do that. And I said, well, yeah, absolutely. I can, I can volunteer anything and we make it happen. Like if it's during the business hours or weekend or whatever, we can make that happen. And it's nice to be able to get out there and help and, you know, being able to do things with the chamber. And it's, it's fulfilling and pinnacle allows that to be something that gets to be part of my life more and more now. And it's not just, you know, one volunteer of any year. It's whatever you want. And everyone on our team is constantly going out and doing something in the community and helping and being present. And it's a feel good for sure. It's definitely a perk of the of the job. And this is my last question for you guys until we can kind of open it up. If you have anything else that you want to add, but I would like to know what each of you enjoy the most about your job at Pinnacle. Well, Melanie's going to say her office leader. Yeah, absolutely. Yeah. He sits right across from me. So goodness. Go ahead. You can start. No, um, they're the ability to be able to, to make the right decisions for my client. And, and I know that Russ trusts me in my decision-making and he backs me up in it. And that's an extreme feel good. But also, you know, working at Pinnacle, I have a work-life balance that you can't always get. And the family environment that we've created and the culture that comes with Pinnacle is, is great. There's no reason to not want to go to work, you know? I don't, I don't ever dread it. I look forward to returning to my team when I'm on vacation. And I think they might miss me too when I go because I do get a lot of techs. None of us work related. So it's, it's like working with your best friends, honestly. That says a lot. Yeah. Yeah, I would say kind of piggybacking on that. But the, the thing I enjoy the most is the culture. And you can look at that in a lot of different ways, whether it's the culture that you're there and the actual work environment inside of the building. Or is it the culture of giving back to your clients? Or is it the culture, culture of what Melanie was talking about support or backing? She says that as far as our relationship goes, my, myself and my leader have the same, he trusts the decisions we make and he trusts that we're going to be doing what we need to be doing. And that goes a long way. So that culture from the beginning is built on the trust and the vision and the values and, you know, everything that we do, we try to do that. And it just makes it comforting to know you have that support and know that you're able to help your clients to the best of your ability without someone tracking what you do or holding your accountable for a certain, you know, thing to be done and that you may not really believe in. So I would say that that's the most, the overall culture. And again, that comes from a lot of different angles. And it's always interesting. I was telling you earlier, Ross, I haven't done a podcast in a while because Foster normally just hosts them now, but it's always so interesting when we have a podcast, because we're talking to people that we know pretty well, a company that we're pretty familiar with, but we still learn something new every time we have a conversation. And, Harriet, I know you weren't as familiar with Pinnacle prior to this podcast, but is there anything being newer to learning about them that you can think of now that you would you think it would be beneficial to be answered on this podcast? Really, what I've picked up on the podcast is just the depth of meaning and feeling in the culture that you've created or that Pinnacle has created. It's, you know, it's not a surface thing. You can feel that it's not a surface thing. It's, and that's very, very attractive. I don't think I could work someplace in banking for 10 years before I can come and get hired by you. So I have to admire you from afar, but it's a wonderful, a wonderful tone that you're putting out there. Awesome. Thank you. And if someone wants to get in touch with you guys or Pinnacle, what's the best way for them to do that? Yeah, they can, you know, look up at your local office online. You can go to pnfp.com. We have a website out there online banking for everyone. I mean, it's very easy to look up any location you need. And we're the one in forest. And there, we have around nine offices in Roanoke as well. So we do have a lot of footprint covered around Central Virginia. And that's usually the best way. And you can reach out to you. You have my card and my email. So Kayla can also get you in touch with us. But we really appreciate the opportunity to come on and speak with you guys today. Absolutely. Thank you guys for coming. And thank you, Harry. Oh, my pleasure. Joining us as an ambassador co-host. So our chamber vibes podcast, we'll be back again next Wednesday. 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