Leading for Growth: How Umpqua Bank Got Cool and Created a Culture of Greatness

by Raymond P. Davis, Alan R. Shrader

How any business leader can create an atmosphere of competitiveness for exceptional growth When Ray Davis took over the local 40-person South Umpqua Bank in 1994, many people in the industry poked fun at his insistence that employees answer the phone with a cheery "World's Greatest Bank." Eleven years, $7 billion in assets, and 128 branches (or " bank stores" in Umpqua lingo) later, the moniker seems quite apt. Other banks scratched their heads when Davis sent his tellers to Ritz-Carlton to learn customer service and were intrigued when he hired a cutting-edge design firm to completely re-think retail layout. Now, with a top design award under their belt, a name change (there never was a North  Umpqua bank), and a completely new definition of the banking business, Umpqua has become the darling of the entrepreneurial press and a growth powerhouse. The New York Times calls Umpqua " Starbucks with tellers ." Ray Davis (Portland, OR), named by U.S. Banker as one of the 25 most influential people in the financial industry in 2005, is President and CEO of Umpqua Holdings Corporation. Alan Shrader (Moraga, CA) is an experienced writer and editor of business books.

Genres: Business, Leadership, Self Help, Nonfiction

240 pages, Hardcover

First published January 1, 2007

Reviews

[Jeffrey Lambert · Rating 5 out of 5]

A must read if you are interested in understanding how to shape culture and purpose in an organization. Really inspirational.

[Donna Jaskolski · Rating 4 out of 5]

Ray Davis inspires the reader to think about company culture and vision-mission-values throughout an organization. Focusing on customers, employees, shareholders and communities served puts into perspective keeping leaders walking the walk. I enjoyed the commitment to their customer service ‘non-negotiable’ approach of holding employees accountable.
Recognizing and celebrating employees through several methods and having fun at work are all central themes.
A good read I will share!

[M Thomas · Rating 1 out of 5]

This book had good anecdotes, but everything else was lighter than light.

Importantly, there was zero discussion about how running a bank is different than running a normal business. You might say that it shouldn't be any different, but there's a big difference between selling a refrigerator and trying to get the refrigerator back in good condition 5 years later. So, how do you keep your customers happy if you tell them "No" and Ray never mentions lending at all.

[Richard Dedor · Rating 5 out of 5]

If you're looking for a modern book on leadership and culture, pick this one up!

[Michael Potter · Rating 3 out of 5]

"You've got to get out from behind your desk." -- Ray Davis, p. 176

More of a book about corporate culture (in general) than a hardcore business book about banking, I enjoyed Leading for Growth in fits-and-starts over the course of several weeks.

I think I found out about Umpqua Bank in an article about socially and/or environmentally-responsible finance and I was so intrigued that I bought this book, and a CD of West-Coast "local" music produced by Umpqua in 2006, from Alibris. I was pleasantly surprised that the book I received was autographed and started reading almost immediately. There is a fair amount of repetition in Leading for Growth, however, and this eroded (slightly) the easy conversational tone that's established early on because it started to feel like a sales pitch as I got further in.

The bullet points:

Umpqua is different.

Umpqua is growing, but still local.

Umpqua looked for innovation outside of the banking industry, namely to leading companies in the retail and hospitality sectors.

Umpqua is "The World's Greatest Bank."

Ray Davis is a good guy.

[This last point seems to be standard-issue for these nonfiction titles penned by Chief Executive Officers, so I let this one slide.]

I do like the Umpqua story, though, as they support the communities in which they operate through multiple environmental and volunteer initiatives, including 100% coverage of mass-transit fees for all employees.

All-in-all a good, quick read that makes me want to bank and/or work at Umpqua out in Portland.

[Mark Oppenlander · Rating 3 out of 5]

Not an instant business classic like Good to Great, Leadership is an Art or The World is Flat, but an entertaining read nonetheless. Davis has a warm, colloquial voice and the innovations he pioneered that led to the extraordinary growth of his company, Umpqua Bank, are fascinating. If you don't end up wanting to work for Umpqua or to move your banking business, you might at least find yourself wanting to sit down for a cup of coffee with Davis himself.

[Igor Voloshin · Rating 5 out of 5]

I really loved the way this book is being written. This book came right on time, when I needed some new insights to a banking. I think this book is a MUST READ for every single banker in civilized world, especially in Russia.Ray Davis

[Nicole · Rating 4 out of 5]

This book gives examples of an effective management style. It builds off of the principles explained in The E Myth Revisited which of course is the entrepreneurs bible.

[Kent · Rating 4 out of 5]

Excellent ideas how Umpqua built a culture. The difficult part of reading any "culture" book is thinking those ideas can translate to your own business. The ideas can, the culture can't.

[Theresa · Rating 4 out of 5]

I know...a bank book, but it's good so far!

[Paul Callahan · Rating 3 out of 5]

I worked for Umpqua Bank for seven years so I was familiar with most of the stories already. Still it was an enjoyable read.

[Radu · Rating 4 out of 5]

Umpqua - unique story, huge success. Worth reading even 5 years and a crisis after was written.