Pub. 5 2016 Issue 3

C O N T E N T S © 2016 Virginia Association of Community Banks | e newsLINKGroup, LLC. All rights reserved. e Community Banker is published four times each year by e newsLINKGroup, LLC for the Virginia Association of Community Banks and is the o cial publication for this association. e information contained in this publication is intended to provide general information for review and consideration. e contents do not constitute legal advice and should not be relied on as such. If you need legal advice or assistance, it is strongly recommended that you contact an attorney as to your speci c circumstances. e statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the Virginia Association of Community Banks, its board of directors, or the publisher. Likewise, the appearance of advertisements within this publication does not constitute an endorsement or recommendation of any product or serviced advertised. e Community Banker is a collective work and as such some articles are submitted by authors that are independent of the Virginia Association of Community Banks. While e Community Banker encourages a rst print policy, in cases where this is notpossible,everye orthasbeenmadetocomplywithanyknownreprintguidelinesorrestrictions.Contentmaynotbereproducedorreprintedwithoutpriorwrittenpermission.Forfurther information,pleasecontactthepublisherat:855-747-4003. 8 12 20 10 VACB EXECUTIVE COMMITTEE CHAIRMAN Michael A. Ewing Vice Chairman & CEO Oak View National Bank Warrenton CHAIR-ELECT Alice Frazier EVP & COO Cardinal Bank McLean VICE CHAIR G. Lyn Hayth, III President & CEO Bank of Botetourt Buchanan PRESIDENT & CEO Steven C. Yeakel, CAE President & CEO VACB Richmond IMMEDIATE PAST CHAIRMAN John R. Caldwell President & CEO The Farmers Bank of Appomattox Appomattox ICBA VIRGINIA DELEGATE Jeff W. Dick President & CEO MainStreet Bank Fairfax VACB DIRECTORS CLASS OF 2016 Brian K. Plum Blue Ridge Bank Luray CLASS OF 2017 Dennis A. Dysart First Bank Strasburg 2017 J. Allan Funk Grayson National Bank Independence 2017 Mark C. Hanna EVB Newport News 2017 A. Preston Moore, Jr. Virginia Community Bank Louisa 2017 Howard F. Pisons Community Bankers’ Bank Midlothian CLASS OF 2018 Randal R. Greene Bank of Lancaster Kilmarnock 2018 Lloyd B. Harrison, III Virginia Partners Bank Fredericksburg VACB STAFF Katharine C. Garner, CMP Vice President Education & Communications Kelli C. Mallinger Director Member Services 6 Chairman’s Message 6 President’s Message 8 Five Tips to Deliver an Amazing Customer Experience 10 Low Profile 12 The Power of Choice 20 Bank Bytes: Hacking Defense 101: Shut the Door