Where to go when you don't trust your bank manager

Advice for SMEs.

Whether that business is large, small or part of the squeezed middle, there is little doubt that the fight to find and keep customers - and indeed to make money from them - is harder than it has been for a long time. One area where this is very evident is in the continuing struggle to access funds. Many owners of small and medium-sized businesses are still finding it difficult to get the funding they need from their bank.

The banks counter this criticism with a valid argument that the demand simply isn’t there and many would-be borrowers simply don’t want to take on more risk at a time of great uncertainty. Nevertheless, figures reporting the number of loan applications turned down suggest that the banks are still busy taking risk off their balance sheets and as a result are either refusing to lend at all or setting very high prices on their lending.

While it is clear that the banks are in a difficult position — castigated for being both too reckless and now for being too conservative — there are some very serious long-term implications from the apparent breakdown in relations between small business owners and the banks.

It wasn’t all that long ago when bank managers were the most valued and trusted advisors for those running small businesses. 

But as a recent survey (organised by Hitachi Capital Invoice Finance, which admittedly competes directly against banks to provide an alternative means of finance) shows, trust in bank managers is currently low. Only 21 per cent of SME owners questioned said they would trust advice from their bank manager. While it’s easy to dismiss the report’s findings as a PR exercise, they tally with other polls measuring the general public’s opinion of bankers (notably the Edelman’s Trust Barometer).

Put a group of business owners together in a room to talk about finance and it won’t be long before one or more bemoans the loss of personal banking relationships and the switch to centralised, call-centre style customer service. The days of a local branch manager having a close relationship with local businesses and being able to make appropriate lending decisions (possibly over a round of golf or a G&T) are gone. For some the more strategic overview of a regional risk committee makes more sense in the modern age. But while we all welcome that added professionalism, it’s difficult not to feel that something has been lost in translation. Many business owners would welcome a move back to a more responsive and locally aware banking system.

If business has lost trust in banks, what about other advisors? In his inaugural address in June ICAEW president Mark Spofforth made it clear that rebuilding trust in the accountancy profession was a major objective for his year in office.

“It worries me deeply that the profession I joined isn’t held in the same esteem that it was when I started out as a trainee”, he said, before adding that these concerns are shared by other qualified professionals.

On the evidence of this survey, things are already improving. Hitachi found that 43 per cent of respondents trust the advice they were given by accountants, a far higher score than for any other type of advisor. This is excellent news for a profession that has experienced considerable self-doubt in the wake of the financial crisis.

There is a long way to go, but the importance of such a key customer group being happy with the advice they get from accountants is underlined by further research from the technology company Portal. This piece of research was into the importance consumers place on service. It found that 52 per cent reported they would change supplier as a result of poor service. See a name and shame graphic listing some of the worst offenders.

If trust in the accountancy profession is to be built, then chartered accountants in firms of all size and shape will have to continue to provide excellent standards of service and to provide insightful and meaningful advice, especially to business clients. As Spofforth rightly pointed out in his inauguration address: “Trust has to be earned – and once lost it can take years to rebuild. It is fundamental to a well-run economy and to a properly functioning society. And it is a concern, a worry that only we as a profession can address.

"We need to show that we deserve people’s trust and we need to work hard to earn it.”

This article first appeared in economia.

Photograph: Getty Images

Richard Cree is the Editor of Economia.

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Byron burgers and bacon sandwiches: can any politician get away with eating on camera?

Memo to aspirant world leaders: eating in public is a political minefield.

Miliband’s sandwich. Cameron’s hot dog. Osborne’s burger. The other Miliband’s banana. As well as excellent names for up-and-coming indie bands, these are just a few examples of now infamous food faux pas committed by British politicians.

During his entire mayoral campaign, Sadiq Khan refused to eat anything in public. When journalist Simon Hattenstone met him in his local curry house for the Guardian, the now-mayor didn’t eat a single bite despite “dish after dish” arriving at the table. Who can blame him? Though Ed Miliband had been pictured blunderingly eating a bacon sandwich an entire year earlier, the national furore around the incident had not yet died down. “He can make me look Clooneyesque or make me look like Ed eating a bacon sandwich,” Khan said of the photographer at the time.

Miliband’s bacon sandwich is now so infamous that I need offer no explanation for the event other than those words. There is an entire Wikipedia page dedicated to the photograph of Ed, lips curled and eyes rolling, as he tucks into that fateful sarnie. Yet politicians frequently bite off more than they can chew – why did Ed’s mishap inspire multiple headlines and an entire front page of The Sun?

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“The momentum got behind the bacon sandwich story because he was awkward, it showed him in a light which was true - he was an awkward candidate in that election,” says Paul Baines, a professor of political marketing at Cranfield University. “He didn’t come across right.”

The photograph of Miliband fit neatly within a pre-existing image of the politician – that he was bumbling, incompetent, and unable to take control. Similarly, when David Cameron was pictured eating a hot dog with a knife and fork months later, the story reinforced popular notions of him as a posh, out-of-touch, champagne-swilling old Etonian. Though Oxford-educated, two-kitchen Miliband is nearly as privileged as Cameron, and Brexit-inducing Dave equally as incompetent as Ed, the pictures would not gain the same popularity in reverse. There are many, many less-than-flattering pictures of Cameron eating, but they didn’t fit into a workable narrative.

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No one, for example, focused on the price of Ed’s sandwich. Purchased at New Covenant Garden Market, it was undoubtedly more expensive than Greggs’ £1.75 bacon roll – but no one cared. When George Osborne was pictured eating an £8 Byron burger whilst cutting £11.5 million from the British budget, however, the picture spoke to many. The then-chancellor was forced to explain that “McDonalds doesn't deliver”, although, as it turned out, Byron didn’t either.

“The idea was to try and display him in a good light – here's a guy eating a burger just like everyone else. The only problem was it was a posh burger and of course he didn't look like everyone else because he was spending ten quid on a burger,” explains Baines.

But Dave, Ed, and George are just the latest in a long, long line of politicians who have been mocked for their eating habits. Across the ocean, Donald Trump has been lambasted for liking his steak well done, while in 1976, Gerald Ford was mocked after biting into the inedible corn husk of a tamale. Why then, do politicians not copy Khan, and avoid being pictured around food altogether?

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“Food connects everybody, food is essentially a connection to culture and the 'every person',” explains Baines. “[Nigel] Farage's appearance in the pub has definitely had a positive impact on how he's perceived by a big chunk of the working class electorate which is an important, sizeable group.” Though Cameron, too, has been pictured with pints, his undeniably weird grasp on the glass make the pictures seem inauthentic, compared to Farage whose pints are clearly at home in his hands. In America, Joe Biden managed to capture the same authenticity with an ice-cream cone.

“I think when it comes across badly is when it comes across as inauthentic,” says Baines. “If I were advising, I certainly wouldn't advise Theresa May to be seen in the pub having a pint, that would not shine with her particular character or style. But could Tim Farron come across better in that way? Possibly but it does have to be authentic.”

Food, then, can instantly make a politician seem in or out of touch. This is especially true when food connects to national identity. Tony Blair, for example, publicly claimed his favourite dish was fish and chips despite earlier saying it was fettuccine with olive oil, sundried tomatoes and capers. In the 1980s, Lord Mandelson allegedly mistook mushy peas for guacamole, insulting us all. In the States, you’d be hard pressed to find a politician who hasn’t been pictured with a hot dog, and there are entire articles dedicated to US politicians who eat pizza with a knife and fork. Again, the food fits a narrative – politicians out of touch with the common person.  

Then again, sometimes, just sometimes, no narrative is needed. We’d advise any candidate who seriously wants a shot in the 2017 General Election to not, under any circumstances, be pictured casually feeding a Solero to an unidentified young woman. 

Amelia Tait is a technology and digital culture writer at the New Statesman.

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