Now, More than Ever, Customers Come First

Now, More than Ever, Customers Come First

Conister Bank’s Head of Sales, Andy Bass, is responsible for the Isle of Man lending arm of the business. Here, he shares his secret for success and how to drive the bank’s future growth ambitions – and it’s all customer focussed.

“Every organisation is different but there’s always one common goal: Customers come first - and their needs must be met.

“2022 was a record lending year for Conister, with the bank experiencing growth across its entire Isle of Man lending book. This includes the commercial, retail and motor sectors, together with traditional consumer finance.  During this period, we allocated over £50m in advances and it’s great to see this going back into the Island’s economy.

“What has proved to be an absolute game changer was the launch of Conister’s online lending portal in 2020. The accessibility this has provided to our customers has been transformational and clearly warmly received, judging by the take-up.    

“Nevertheless, despite last year proving to be extremely successful, 2022 was also challenging for many Islanders – businesses and consumers alike. Navigating the current economic downturn, the cost-of-living crisis and inflationary pressures have all hit hard and these factors will remain the major issues throughout 2023.

“We have to recognise that it is going to be tough for local businesses and certain sectors to survive, particularly as many are still attempting to trade out of the pressures associated with the pandemic and multiple lockdowns.

“At Conister, it is our role to ensure that all our customers are supported, that they know they can turn to us, a dedicated local lender, who will take the time to understand their requirements and to support them - rather than put them under pressure the moment they encounter more difficult economic conditions.

“Allowing our suppliers and customers to introduce the business and apply for funding online directly through our website, has played a huge part in our growth. This approach has also worked in harmony with our ESG objectives, by enabling us to reduce unnecessary paper usage. Nowadays, everything we do is at the touch of a button, with almost 70% of the business we write on the Isle of Man being attributed to an online portal. This mode of doing business is set to continue.

“I’m fortunate to lead an enthusiastic sales team, each of whom takes the time to get to know their customers, in order to understand their needs and who genuinely want to make the client journey as smooth as possible. Conister Bank has strong representation throughout the Island and we remain committed to lending across the entire Isle of Man. So, for those seeking funding assistance at the current time – our message is clear: we are here for you.  

“Our mission is to lead by example, to innovate where necessary, and not be frightened of change. This is the most effective way to deliver the best possible service to our customers.”

To read the article click here.