The Value of Timeless Principles in a
Dynamic Marketplace

Leadership Letter from Dan Singleton

It is said that the only constant is change — a concept we see at play every day in the competitive financial services industry. Markets expand and contract. Consumer needs and demands shift. New technologies and regulations emerge.

But timeless principles also exist, and when implemented they help construct a solid foundation that stands firm amid change. Those principles include listening to and connecting with clients, responding to their needs, earning and maintaining their trust, and fostering a culture of innovation within your organization so you can remain at the leading edge in a dynamic marketplace. That is how Harland Clarke runs its business, and we share our experience and expertise in these areas with our financial institution clients as we take a consultative approach to helping meet their needs.

In this issue of Delivering Value, you’ll see what some of Harland Clarke’s creative solutions look like as they come alive in financial institutions today. Our cover story explains how you can maximize branch efficiency, enhance account holder satisfaction, and boost revenue from checks and accessories — all by moving the ordering process online. If you’ve been looking for ways to reach out to small business consumers, you’ll find tips to make small business big business for your financial institution in our Q&A. You can also read about seven steps for deepening relationships with account holders by improving their branch experience. In Solution Spotlight and Client Cases, you will learn more about cutting risk and increasing ROI by encouraging customers in good standing to utilize existing lines of credit with your bank. And this issue introduces the Mystery Shop Report, which shares key observations and insights gathered by Harland Clarke’s Mystery Shopping team.

During more than 20 years in the financial services industry, I’ve seen what success looks like in the midst of change. Harland Clarke has developed a performance excellence business model infused with principles that have withstood the test of time in order to help our clients navigate through all types of market conditions. And, in my new role as chief operating officer, I stand with the rest of the Harland Clarke team as we recommit each day to earning your business.

Sincerely,

Dan Singleton
Executive Vice President & Chief Operating Officer
Harland Clarke