As we transition into fall, changes are plentiful and we begin to reflect on new beginnings. There is a crispness in the air as our children head back to school, another football season begins, and from a business perspective, many of us kickoff strategic planning.

Strategic planning is a time to pause and reflect on the viability of your business model. Typically, businesses focus their planning around financial indicators such as profitability, operating margins, return on assets and return on equity. Don’t confuse short term budgeting with strategic planning. These financial indicators

are definitely important to measure the impact of your plan execution, but the true impact to a successful business is looking at what drives the business model to generate exceptional financial indicators over a long period of time. For me, the driver is clearly the target customer.

A business must look through the eyes of the customer and change its culture accordingly. Employees need to get onboard, become engaged, and commit to delivering optimal customer experiences. As leaders in a customer centric business, we must encourage our entire organization to own the customer experience, become customer advocates and be change agents.

Many of you have received our Net Promoter Score (NPS) survey. This is a pivotal tool for businesses to determine whether or not our customers will recommend us to a friend or family member. We all know garnering new customers is a large expense and the most efficient business development plans are usually referral based. NPS lets us know if we’re providing such a distinctive customer

experience that our customers want their colleagues and family to join the club. If you receive one of these surveys, I urge you to complete it. Your feedback is what keeps us going and focused on what matters most, you – our customer. I know this because I, along with the rest of the Executive Team at River City Bank, read each and EVERY response.

As you go into your strategic planning session, consider adding a component to test your customers’ experiences with your organization. In addition to NPS, you can leverage focus groups, networking events, and good old-fashioned phone calls. The best part of my day is connecting with you to learn more about your needs and how River City Bank can improve your banking experience. In many instances, the call may result in a referral for a new customer. A few minutes of my time creates a win-win situation for all parties. So, I’ll leave you with this bit of advice, “If you listen, they will come.” n

Customers in the news

Genovese, Burford & Brothers (GBB) Helps David Garibaldi Surpass $1 Million for Charity

Congratulations to our partner GBB for supporting one of Sacramento’s premiere artists and philanthropists, David Garibaldi, reach his goal of raising $1 million for charity before the age of 30. Both David Garibaldi and GBB were featured in Sacramento Magazine. Great job David, Sacramento is proud of you and thank you GBB for giving back to our great community! n

Vital Networks Joins Forces with Project Leadership Associates (PLA)We would like to congratulate Vital Networks on their new partnership with Project Leadership Associates (PLA), a business and IT consulting firm headquartered in Chicago. Eric Johnson, Andy Adsetts and their firm, Vital Networks actively pursued this partnership with PLA as an opportunity to help them grow faster, improve their processes and deliver new services. This partnership is a significant milestone in Vital Networks’ successful seven-year history, and although their company name is changing to Project Leadership Associates, their Vital Networks management and team will remain the same. Our congratulations go out to Eric, Andy and the entire Vital Networks Team. To learn more, visit www.vitalnetworks.com or www.projectleadership.net. n

Dreyfuss & Blackford Architects Presented 2013 Firm Award

In August, the American Institute of Architects California Council (AIACC) announced their selection of Dreyfuss & Blackford Architects as the 2013 Firm Award recipient.

The Firm Award is the highest honor bestowed on an architectural practice by the AIACC. It recognizes firms that have consistently produced distinguished architecture for a period of at least 10 years. Equally important, the award also recognizes mentoring, collaboration among individuals, and significant contributions made to the profession in areas of design, research, planning, technology and practice. We would like to congratulate Dreyfuss & Blackford for achieving this illustrious honor. For more information, visit www.dreyfussblackford.com. n

KidsFirst Appoints New CEO and Parent Educator Receives National AwardKidsFirst has two reasons to celebrate. First, the organization appointed a new Chief Executive Officer, Lisa Velarde. Her role will be to oversee all aspects of the daily operations of the agency including managing the three family resource centers located throughout the Sierra-Sacramento Region.

In addition, KidsFirst Parent Educator, Leticia Martinez will be one of only three individuals in the country recognized by Parents and Teachers (PAT) with a national award. In November, Leticia will be presented with the Parent Educator of the Year Award at the 2012 Parents and Teacher Conference in St. Louis, Missouri. Congratulations to both Lisa and Leticia for your accomplishments. Visit www.kidsfirstnow.com for more information. n

NorCal Services for the Deaf and Hard of Hearing Celebrates 35 Successful Years!

Join us in congratulating our customer, NorCal Services for the Deaf and Hard of Hearing for 35 years of service to our community. To commemorate this milestone, NorCal celebrated with a gala held

on July 14, 2012. The event took place at Zephyr Cove in beautiful South Lake Tahoe aboard the Dixie Queen.

The organization is a non-profit, community-based organization serving deaf and hard of hearing individuals, their families and the general public in 24 northeastern counties of California. For more information, visit www.norcalcenter.org. n

Leticia Martinez and Lisa Velarde, KidsFirst

Eric Johnson and Andy Adsetts

Positive PayRiver City Bank’s

Automated Check FraudDetection Tool.

Save time and money while staying protected.

The California Association of Highway Patrolmen (CAHP)“Serving California’s Finest!”The California Association of Highway Patrolmen (CAHP) is a non-profit organization which has supported CHP officers in a variety of ways since the CHP’s inception in 1929. Led by the current CEO, Jon Hamm, the CAHP negotiates with the state of California’s Department of Human Resources for working conditions for CHP officers. In addition, the CAHP helps its members with labor relations, health benefits, legal representation for job-related issues, and an array of other membership services.

Not only does the CAHP maintain non-profit health, dental and long-term disability trusts for the officers, but they also have two charitable trust funds for their families. The first of these trusts is the Widows and Orphans’ Trust Fund. It provides financial support to the wives and children of officers who have passed. The second is the CAHP Foundation that awards scholarships each

year to dependents of active or retired CAHP members, dependents of CAHP members who have been awarded the Medal of Valor, or dependents of any active California police officer or deputy sheriff. We appreciate CAHP’s commitment to our community and the support that they provide to California’s finest. To learn more about the CAHP or to make a donation to one of their two charitable, non-profit entities, please visit www.thecahp.org. n

non-Profit Customer Profile:

Message from the President

Amy Zenti, Controller; Carrie Lane, COO

and Jon Hamm, CEO

When asked what he would really like River City Bank clients to know about him, Stan SooHoo didn’t hesitate, “I want our clients to know I am a person who leads by example and always has a smile to promote a positive attitude.” It’s true. In the four years that Stan has been a member of the River City Bank team, he has maintained an upbeat outlook that is contagious.

As a result, Stan was recently charged with overseeing the branches as SVP Regional Administrator. In his new role, Stan mentors, coaches and develops branch employees to enhance their personal growth, manages all branches adherence to compliance and regulations, and ensures branch staff provide our exclusive River City Bank experience to each and every client.

Throughout his 30 year banking career, Stan has worked in many areas of banking and has held a number of management positions, including VP, Sales and Service Manager and SVP, Premier Banking Group Manager at River City Bank. Outside of work Stan has a passion for sports and coached youth soccer and football in the Elk Grove community. n

Employee Highlight:Stan SooHoo, SVP Regional Administrator

Stan SooHoo, SVP Regional Administrator

David Garibaldi and Shawn Devlin, RCB

River City Bank’s Business Index UpdateOur Business Index is an ongoing analysis of business economic prosperity within the Sacramento region. By using quanti� able metrics, the goal of the Business Index is to benchmark the economic recovery of the Sacramento region based upon the operating results of Sacramento area businesses. This report tests whether or not businesses within the greater Sacramento area experienced the same economic recovery as reported at the national level. Revenue growth in the Sacramento region was merely modest given the deep cavity experienced in the 2009 –2010 period. As a result, operating pro� ts are still su� eringfrom the impact of the economic downturn.

After two consecutive years, 2009 and 2010, of declining revenues totaling 16%, revenues for the group increased in 2011 – but only by a modest 4% on average (after eliminating outliers). (See Graph 1) For the entire Business Index, adjusted operating pro� t increased 18% on average. (See Graph 2) Visit RiverCityBank.com for more in depth information about the Business Index results. ■Linda and Colby Boomgarden,

U-Neac Framing & DrywallGary Novak and Ron Melchin, Easter Seals;

Steve Fleming, River City Bank; and Gary Kasai, Easter Seals

Steve Olds, Williams & Olds; Suzanne and Thomas Hallum, Central Anesthesia Service Exchange; Jamie Williams and Karen Olds, Williams & Olds

Randy Cobb, The Lyle Company and Anne Connolly, Pediatrix Medical Group

Aaron Bagger, Capital Engineering Consultants, Inc.

Steve Fleming, RCB and Taghi Alereza, ADM Associates, Inc.

Shelly Ward, Terry and Jim Heidrick, E & J Farms

Scott Maxwell, Unger Construction

David Hollingworth, Marie and David Garcia, Radiological Associates of SacramentoJohn Webre and Lori Hall,

Dreyfuss & Blackford Architects

James Welch, RCB Director; Mike Genovese and Lon Burford, GBB Founding Partners; Shawn Devlin; Chairman of the Board, Fritz Durst, Director and Steve Fleming President & CEO, RCB; Kelly Brothers, GBB Partner; and Dr. John Mesic, RCB Director

Rich Pratt, Interwest Insurance Services, Inc.; Lori Pratt; Anne Ekstrom; Gail Barber; Don Ekstrom and Je� Barber, John Jackson Masonry

Mike Mencarini, Unger Construction; Amy Unger, The Alpine Companies; and Neal Cordiero, DesCor Builders

Pat McHone, Stan SooHoo and Steve Fleming, RCB; Brenda Granucci-Forman and Debi Hammond, Merlot Marketing; Yulia Yevsukova, RCB

Marilyn Szulman, Airco Commercial Services; Michael Szulman; Joann Hillenbrand, Airco Mechanical; Nancy and Ross Cofer, Gallina LLP; Jim Leet,

Boutin Jones, Inc.; and Eric Fan, Summit Funding, Inc.

Snapshots from our 2012 Customer Appreciation Dinner

A special thank you to all of our customers that joined us in supporting

Easter Seals.

With customer donations from the night of the

event, together we raised nearly $9,000.

Who doesn’t like a great “David and Goliath” story? At our most recent Executive Forum held on September 26th, 2012, Dawn Weisz, Executive O� cer for Marin Energy Authority (MEA) shared the organization’s remarkable success story about turning a vision into a rewarding business with a� ordable prices and no compromise to service. MEA was built from the ground up, directly competing with PG&E and eventually turning PG&E into a business partner. MEA now supplies almost twice the amount of renewable energy as PG&E.

Our quarterly Executive Forum series provides an opportunity for C-Level executives to learn from subject matter experts, consultants and entrepreneurs and share best practices for competing in today’s markets. It’s also an opportunity to network and develop business leads for potential new customers. Along with River City Bank, we have four sponsors who help put on our quarterly forums. Our sponsors include: Boutin Jones, Inc., Crowe Horwath, LLP., LeadershipOne and Warren G. Bender Co. ■

Executive Forum Highlights:The “David and Goliath” Story of Starting Marin Energy Authority, Taking on PG&E...and Winning

Business revenues increased slightly over the previous year.

Operating Pro� t

2008

TH

OU

SA

ND

S

$60

$50

$40

$30

$20

$10

$020102009 2011

Business operating pro� ts improved signi� cantly over the prior year, but remain well below 2008 levels.

$1,600$1,400$1,200$1,000

$800$600$400$200

$02008 20102009 2011

Revenue

TH

OU

SA

ND

S

Graph 1

Graph 2

Dawn Weisz, Executive O� cerMarin Energy Authority

Hal Johnson, LeadershipOne; Larry Chillemi, Interstate Oil and Chris Glassman, LeadershipOne

Tim Miller, Security Contractor Services, Inc.; Ramona Davis-Frenn, Life Assist, Inc.; Hal Johnson, LeadershipOne; Jamie Gomes, Economic and Planning Systems;

Kris Pigman, The Pigman Co. and Wendy Duer, River City Bank

River City Bank’s Business Index UpdateOur Business Index is an ongoing analysis of business economic prosperity within the Sacramento region. By using quanti� able metrics, the goal of the Business Index is to benchmark the economic recovery of the Sacramento region based upon the operating results of Sacramento area businesses. This report tests whether or not businesses within the greater Sacramento area experienced the same economic recovery as reported at the national level. Revenue growth in the Sacramento region was merely modest given the deep cavity experienced in the 2009 –2010 period. As a result, operating pro� ts are still su� eringfrom the impact of the economic downturn.

After two consecutive years, 2009 and 2010, of declining revenues totaling 16%, revenues for the group increased in 2011 – but only by a modest 4% on average (after eliminating outliers). (See Graph 1) For the entire Business Index, adjusted operating pro� t increased 18% on average. (See Graph 2) Visit RiverCityBank.com for more in depth information about the Business Index results. ■Linda and Colby Boomgarden,

U-Neac Framing & DrywallGary Novak and Ron Melchin, Easter Seals;

Steve Fleming, River City Bank; and Gary Kasai, Easter Seals

Steve Olds, Williams & Olds; Suzanne and Thomas Hallum, Central Anesthesia Service Exchange; Jamie Williams and Karen Olds, Williams & Olds

Randy Cobb, The Lyle Company and Anne Connolly, Pediatrix Medical Group

Aaron Bagger, Capital Engineering Consultants, Inc.

Steve Fleming, RCB and Taghi Alereza, ADM Associates, Inc.

Shelly Ward, Terry and Jim Heidrick, E & J Farms

Scott Maxwell, Unger Construction

David Hollingworth, Marie and David Garcia, Radiological Associates of SacramentoJohn Webre and Lori Hall,

Dreyfuss & Blackford Architects

James Welch, RCB Director; Mike Genovese and Lon Burford, GBB Founding Partners; Shawn Devlin; Chairman of the Board, Fritz Durst, Director and Steve Fleming President & CEO, RCB; Kelly Brothers, GBB Partner; and Dr. John Mesic, RCB Director

Rich Pratt, Interwest Insurance Services, Inc.; Lori Pratt; Anne Ekstrom; Gail Barber; Don Ekstrom and Je� Barber, John Jackson Masonry

Mike Mencarini, Unger Construction; Amy Unger, The Alpine Companies; and Neal Cordiero, DesCor Builders

Pat McHone, Stan SooHoo and Steve Fleming, RCB; Brenda Granucci-Forman and Debi Hammond, Merlot Marketing; Yulia Yevsukova, RCB

Marilyn Szulman, Airco Commercial Services; Michael Szulman; Joann Hillenbrand, Airco Mechanical; Nancy and Ross Cofer, Gallina LLP; Jim Leet,

Boutin Jones, Inc.; and Eric Fan, Summit Funding, Inc.

Snapshots from our 2012 Customer Appreciation Dinner

A special thank you to all of our customers that joined us in supporting

Easter Seals.

With customer donations from the night of the

event, together we raised nearly $9,000.

Who doesn’t like a great “David and Goliath” story? At our most recent Executive Forum held on September 26th, 2012, Dawn Weisz, Executive O� cer for Marin Energy Authority (MEA) shared the organization’s remarkable success story about turning a vision into a rewarding business with a� ordable prices and no compromise to service. MEA was built from the ground up, directly competing with PG&E and eventually turning PG&E into a business partner. MEA now supplies almost twice the amount of renewable energy as PG&E.

Our quarterly Executive Forum series provides an opportunity for C-Level executives to learn from subject matter experts, consultants and entrepreneurs and share best practices for competing in today’s markets. It’s also an opportunity to network and develop business leads for potential new customers. Along with River City Bank, we have four sponsors who help put on our quarterly forums. Our sponsors include: Boutin Jones, Inc., Crowe Horwath, LLP., LeadershipOne and Warren G. Bender Co. ■

Executive Forum Highlights:The “David and Goliath” Story of Starting Marin Energy Authority, Taking on PG&E...and Winning

Business revenues increased slightly over the previous year.

Operating Pro� t

2008

TH

OU

SA

ND

S

$60

$50

$40

$30

$20

$10

$020102009 2011

Business operating pro� ts improved signi� cantly over the prior year, but remain well below 2008 levels.

$1,600$1,400$1,200$1,000

$800$600$400$200

$02008 20102009 2011

Revenue

TH

OU

SA

ND

S

Graph 1

Graph 2

Dawn Weisz, Executive O� cerMarin Energy Authority

Hal Johnson, LeadershipOne; Larry Chillemi, Interstate Oil and Chris Glassman, LeadershipOne

Tim Miller, Security Contractor Services, Inc.; Ramona Davis-Frenn, Life Assist, Inc.; Hal Johnson, LeadershipOne; Jamie Gomes, Economic and Planning Systems;

Kris Pigman, The Pigman Co. and Wendy Duer, River City Bank

River City Bank’s Business Index UpdateOur Business Index is an ongoing analysis of business economic prosperity within the Sacramento region. By using quanti� able metrics, the goal of the Business Index is to benchmark the economic recovery of the Sacramento region based upon the operating results of Sacramento area businesses. This report tests whether or not businesses within the greater Sacramento area experienced the same economic recovery as reported at the national level. Revenue growth in the Sacramento region was merely modest given the deep cavity experienced in the 2009 –2010 period. As a result, operating pro� ts are still su� eringfrom the impact of the economic downturn.

After two consecutive years, 2009 and 2010, of declining revenues totaling 16%, revenues for the group increased in 2011 – but only by a modest 4% on average (after eliminating outliers). (See Graph 1) For the entire Business Index, adjusted operating pro� t increased 18% on average. (See Graph 2) Visit RiverCityBank.com for more in depth information about the Business Index results. ■Linda and Colby Boomgarden,

U-Neac Framing & DrywallGary Novak and Ron Melchin, Easter Seals;

Steve Fleming, River City Bank; and Gary Kasai, Easter Seals

Steve Olds, Williams & Olds; Suzanne and Thomas Hallum, Central Anesthesia Service Exchange; Jamie Williams and Karen Olds, Williams & Olds

Randy Cobb, The Lyle Company and Anne Connolly, Pediatrix Medical Group

Aaron Bagger, Capital Engineering Consultants, Inc.

Steve Fleming, RCB and Taghi Alereza, ADM Associates, Inc.

Shelly Ward, Terry and Jim Heidrick, E & J Farms

Scott Maxwell, Unger Construction

David Hollingworth, Marie and David Garcia, Radiological Associates of SacramentoJohn Webre and Lori Hall,

Dreyfuss & Blackford Architects

James Welch, RCB Director; Mike Genovese and Lon Burford, GBB Founding Partners; Shawn Devlin; Chairman of the Board, Fritz Durst, Director and Steve Fleming President & CEO, RCB; Kelly Brothers, GBB Partner; and Dr. John Mesic, RCB Director

Rich Pratt, Interwest Insurance Services, Inc.; Lori Pratt; Anne Ekstrom; Gail Barber; Don Ekstrom and Je� Barber, John Jackson Masonry

Mike Mencarini, Unger Construction; Amy Unger, The Alpine Companies; and Neal Cordiero, DesCor Builders

Pat McHone, Stan SooHoo and Steve Fleming, RCB; Brenda Granucci-Forman and Debi Hammond, Merlot Marketing; Yulia Yevsukova, RCB

Marilyn Szulman, Airco Commercial Services; Michael Szulman; Joann Hillenbrand, Airco Mechanical; Nancy and Ross Cofer, Gallina LLP; Jim Leet,

Boutin Jones, Inc.; and Eric Fan, Summit Funding, Inc.

Snapshots from our 2012 Customer Appreciation Dinner

A special thank you to all of our customers that joined us in supporting

Easter Seals.

With customer donations from the night of the

event, together we raised nearly $9,000.

Who doesn’t like a great “David and Goliath” story? At our most recent Executive Forum held on September 26th, 2012, Dawn Weisz, Executive O� cer for Marin Energy Authority (MEA) shared the organization’s remarkable success story about turning a vision into a rewarding business with a� ordable prices and no compromise to service. MEA was built from the ground up, directly competing with PG&E and eventually turning PG&E into a business partner. MEA now supplies almost twice the amount of renewable energy as PG&E.

Our quarterly Executive Forum series provides an opportunity for C-Level executives to learn from subject matter experts, consultants and entrepreneurs and share best practices for competing in today’s markets. It’s also an opportunity to network and develop business leads for potential new customers. Along with River City Bank, we have four sponsors who help put on our quarterly forums. Our sponsors include: Boutin Jones, Inc., Crowe Horwath, LLP., LeadershipOne and Warren G. Bender Co. ■

Executive Forum Highlights:The “David and Goliath” Story of Starting Marin Energy Authority, Taking on PG&E...and Winning

Business revenues increased slightly over the previous year.

Operating Pro� t

2008

TH

OU

SA

ND

S

$60

$50

$40

$30

$20

$10

$020102009 2011

Business operating pro� ts improved signi� cantly over the prior year, but remain well below 2008 levels.

$1,600$1,400$1,200$1,000

$800$600$400$200

$02008 20102009 2011

Revenue

TH

OU

SA

ND

S

Graph 1

Graph 2

Dawn Weisz, Executive O� cerMarin Energy Authority

Hal Johnson, LeadershipOne; Larry Chillemi, Interstate Oil and Chris Glassman, LeadershipOne

Tim Miller, Security Contractor Services, Inc.; Ramona Davis-Frenn, Life Assist, Inc.; Hal Johnson, LeadershipOne; Jamie Gomes, Economic and Planning Systems;

Kris Pigman, The Pigman Co. and Wendy Duer, River City Bank

As we transition into fall, changes are plentiful and we begin to re� ect on new beginnings. There is a crispness in the air as our children head back to school, another football season begins, and from a business perspective, many of us kicko� strategic planning.

Strategic planning is a time to pause and re� ect on the viability of your business model. Typically, businesses focus their planning around � nancial indicators such as pro� tability, operating margins, return on assets and return on equity. Don’t confuse short term budgeting with strategic planning. These � nancial indicators

are de� nitely important to measure the impact of your plan execution, but the true impact to a successful business is looking at what drives the business model to generate exceptional � nancial indicators over a long period of time. For me, the driver is clearly the target customer.

A business must look through the eyes of the customer and change its culture accordingly. Employees need to get onboard, become engaged, and commit to delivering optimal customer experiences. As leaders in a customer centric business, we must encourage our entire organization to own the customer experience, become customer advocates and be change agents.

Many of you have received our Net Promoter Score (NPS) survey. This is a pivotal tool for businesses to determine whether or not our customers will recommend us to a friend or family member. We all know garnering new customers is a large expense and the most e� cient business development plans are usually referral based. NPS lets us know if we’re providing such a distinctive customer

experience that our customers want their colleagues and family to join the club. If you receive one of these surveys, I urge you to complete it. Your feedback is what keeps us going and focused on what matters most, you – our customer. I know this because I, along with the rest of the Executive Team at River City Bank, read each and EVERY response.

As you go into your strategic planning session, consider adding a component to test your customers’ experiences with your organization. In addition to NPS, you can leverage focus groups, networking events, and good old-fashioned phone calls. The best part of my day is connecting with you to learn more about your needs and how River City Bank can improve your banking experience. In many instances, the call may result in a referral for a new customer. A few minutes of my time creates a win-win situation for all parties. So, I’ll leave you with this bit of advice, “If you listen, they will come.” ■

Customers in the News

Genovese, Burford & Brothers (GBB) Helps David Garibaldi Surpass $1 Million for Charity

Congratulations to our partner GBB for supporting one of Sacramento’s premiere artists and philanthropists, David Garibaldi, reach his goal of raising $1 million for charity before the age of 30. Both David Garibaldi and GBB were featured in Sacramento Magazine. Great job David, Sacramento is proud of you and thank you GBB for giving back to our great community! ■

Vital Networks Joins Forces with Project Leadership Associates (PLA)We would like to congratulate Vital Networks on their new partnership with Project Leadership Associates (PLA), a business and IT consulting � rm headquartered in Chicago. Eric Johnson, Andy Adsetts and their � rm, Vital Networks actively pursued this partnership with PLA as an opportunity to help them grow faster, improve their processes and deliver new services. This partnership is a signi� cant milestone in Vital Networks’ successful seven-year history, and although their company name is changing to Project Leadership Associates, their Vital Networks management and team will remain the same. Our congratulations go out to Eric, Andy and the entire Vital Networks Team. To learn more, visit www.vitalnetworks.com or www.projectleadership.net. ■

and thank you GBB for giving back to our great community! ■

processes and deliver new services. This partnership is a signi� cant

although their company name is changing to Project Leadership Associates, their Vital Networks management and team will remain the same. Our congratulations go out to Eric, Andy and the entire

www.vitalnetworks.com

Dreyfuss & Blackford Architects Presented 2013 Firm Award

In August, the American Institute of Architects California Council (AIACC) announced their selection of Dreyfuss & Blackford Architects as the 2013 Firm Award recipient.

The Firm Award is the highest honor bestowed on an architectural practice by the AIACC. It recognizes � rms that have consistently produced distinguished architecture for a period of at least 10 years. Equally important, the award also recognizes mentoring, collaboration among individuals, and signi� cant contributions made to the profession in areas of design, research, planning, technology and practice. We would like to congratulate Dreyfuss & Blackford for achieving this illustrious honor. For more information, visit www.dreyfussblackford.com. ■

KidsFirst Appoints New CEO and Parent Educator Receives National AwardKidsFirst has two reasons to celebrate. First, the organization appointed a new Chief Executive O� cer, Lisa Velarde. Her role will be to oversee all aspects of the daily operations of the agency including managing the three family resource centers located throughout the Sierra-Sacramento Region.

In addition, KidsFirst Parent Educator, Leticia Martinez will be one of only three individuals in the country recognized by Parents and Teachers (PAT) with a national award. In November, Leticia will be presented with the Parent Educator of the Year Award at the 2012 Parents and Teacher Conference in St. Louis, Missouri. Congratulations to both Lisa and Leticia for your accomplishments. Visit www.kids� rstnow.com for more information. ■

NorCal Services for the Deaf and Hard of Hearing Celebrates 35 Successful Years!

Join us in congratulating our customer, NorCal Services for the Deaf and Hard of Hearing for 35 years of service to our community. To commemorate this milestone, NorCal celebrated with a gala held

on July 14, 2012. The event took place at Zephyr Cove in beautiful South Lake Tahoe aboard the Dixie Queen.

The organization is a non-pro� t, community-based organization serving deaf and hard of hearing individuals, their families and the general public in 24 northeastern counties of California. For more information, visit www.norcalcenter.org. ■

Leticia Martinez and Lisa Velarde, KidsFirst

Eric Johnson and Andy Adsetts

Positive PayRiver City Bank’s

Automated Check FraudDetection Tool.

Save time and money while staying protected.

The California Association of Highway Patrolmen (CAHP)“Serving California’s Finest!”The California Association of Highway Patrolmen (CAHP) is a non-pro� t organization which has supported CHP o� cers in a variety of ways since the CHP’s inception in 1929. Led by the current CEO, Jon Hamm, the CAHP negotiates with the state of California’s Department of Human Resources for working conditions for CHP o� cers. In addition, the CAHP helps its members with labor relations, health bene� ts, legal representation for job-related issues, and an array of other membership services.

Not only does the CAHP maintain non-pro� t health, dental and long-term disability trusts for the o� cers, but they also have two charitable trust funds for their families. The � rst of these trusts is the Widows and Orphans’ Trust Fund. It provides � nancial support to the wives and children of o� cers who have passed. The second is the CAHP Foundation that awards scholarships each

year to dependents of active or retired CAHP members, dependents of CAHP members who have been awarded the Medal of Valor, or dependents of any active California police o� cer or deputy sheri� . We appreciate CAHP’s commitment to our community and the support that they provide to California’s � nest. To learn more about the CAHP or to make a donation to one of their two charitable, non-pro� t entities, please visit www.thecahp.org. ■

Non-Pro� t Customer Pro� le:

Message from the President

Amy Zenti, Controller; Carrie Lane, COO

and Jon Hamm, CEO

When asked what he would really like River City Bank clients to know about him, Stan SooHoo didn’t hesitate, “I want our clients to know I am a person who leads by example and always has a smile to promote a positive attitude.” It’s true. In the four years that Stan has been a member of the River City Bank team, he has maintained an upbeat outlook that is contagious.

As a result, Stan was recently charged with overseeing the branches as SVP Regional Administrator. In his new role, Stan mentors, coaches and develops branch employees to enhance their personal growth, manages all branches adherence to compliance and regulations, and ensures branch sta� provide our exclusive River City Bank experience to each and every client.

Throughout his 30 year banking career, Stan has worked in many areas of banking and has held a number of management positions, including VP, Sales and Service Manager and SVP, Premier Banking Group Manager at River City Bank. Outside of work Stan has a passion for sports and coached youth soccer and football in the Elk Grove community. ■

Employee Highlight:Stan SooHoo, SVP Regional Administrator

Stan SooHoo, SVP Regional Administrator

David Garibaldi and Shawn Devlin, RCB

As we transition into fall, changes are plentiful and we begin to reflect on new beginnings. There is a crispness in the air as our children head back to school, another football season begins, and from a business perspective, many of us kickoff strategic planning.

Strategic planning is a time to pause and reflect on the viability of your business model. Typically, businesses focus their planning around financial indicators such as profitability, operating margins, return on assets and return on equity. Don’t confuse short term budgeting with strategic planning. These financial indicators

are definitely important to measure the impact of your plan execution, but the true impact to a successful business is looking at what drives the business model to generate exceptional financial indicators over a long period of time. For me, the driver is clearly the target customer.

A business must look through the eyes of the customer and change its culture accordingly. Employees need to get onboard, become engaged, and commit to delivering optimal customer experiences. As leaders in a customer centric business, we must encourage our entire organization to own the customer experience, become customer advocates and be change agents.

Many of you have received our Net Promoter Score (NPS) survey. This is a pivotal tool for businesses to determine whether or not our customers will recommend us to a friend or family member. We all know garnering new customers is a large expense and the most efficient business development plans are usually referral based. NPS lets us know if we’re providing such a distinctive customer

experience that our customers want their colleagues and family to join the club. If you receive one of these surveys, I urge you to complete it. Your feedback is what keeps us going and focused on what matters most, you – our customer. I know this because I, along with the rest of the Executive Team at River City Bank, read each and EVERY response.

As you go into your strategic planning session, consider adding a component to test your customers’ experiences with your organization. In addition to NPS, you can leverage focus groups, networking events, and good old-fashioned phone calls. The best part of my day is connecting with you to learn more about your needs and how River City Bank can improve your banking experience. In many instances, the call may result in a referral for a new customer. A few minutes of my time creates a win-win situation for all parties. So, I’ll leave you with this bit of advice, “If you listen, they will come.” n

Customers in the news

Genovese, Burford & Brothers (GBB) Helps David Garibaldi Surpass $1 Million for Charity

Congratulations to our partner GBB for supporting one of Sacramento’s premiere artists and philanthropists, David Garibaldi, reach his goal of raising $1 million for charity before the age of 30. Both David Garibaldi and GBB were featured in Sacramento Magazine. Great job David, Sacramento is proud of you and thank you GBB for giving back to our great community! n

Vital Networks Joins Forces with Project Leadership Associates (PLA)We would like to congratulate Vital Networks on their new partnership with Project Leadership Associates (PLA), a business and IT consulting firm headquartered in Chicago. Eric Johnson, Andy Adsetts and their firm, Vital Networks actively pursued this partnership with PLA as an opportunity to help them grow faster, improve their processes and deliver new services. This partnership is a significant milestone in Vital Networks’ successful seven-year history, and although their company name is changing to Project Leadership Associates, their Vital Networks management and team will remain the same. Our congratulations go out to Eric, Andy and the entire Vital Networks Team. To learn more, visit www.vitalnetworks.com or www.projectleadership.net. n

Dreyfuss & Blackford Architects Presented 2013 Firm Award

In August, the American Institute of Architects California Council (AIACC) announced their selection of Dreyfuss & Blackford Architects as the 2013 Firm Award recipient.

The Firm Award is the highest honor bestowed on an architectural practice by the AIACC. It recognizes firms that have consistently produced distinguished architecture for a period of at least 10 years. Equally important, the award also recognizes mentoring, collaboration among individuals, and significant contributions made to the profession in areas of design, research, planning, technology and practice. We would like to congratulate Dreyfuss & Blackford for achieving this illustrious honor. For more information, visit www.dreyfussblackford.com. n

KidsFirst Appoints New CEO and Parent Educator Receives National AwardKidsFirst has two reasons to celebrate. First, the organization appointed a new Chief Executive Officer, Lisa Velarde. Her role will be to oversee all aspects of the daily operations of the agency including managing the three family resource centers located throughout the Sierra-Sacramento Region.

In addition, KidsFirst Parent Educator, Leticia Martinez will be one of only three individuals in the country recognized by Parents and Teachers (PAT) with a national award. In November, Leticia will be presented with the Parent Educator of the Year Award at the 2012 Parents and Teacher Conference in St. Louis, Missouri. Congratulations to both Lisa and Leticia for your accomplishments. Visit www.kidsfirstnow.com for more information. n

NorCal Services for the Deaf and Hard of Hearing Celebrates 35 Successful Years!

Join us in congratulating our customer, NorCal Services for the Deaf and Hard of Hearing for 35 years of service to our community. To commemorate this milestone, NorCal celebrated with a gala held

on July 14, 2012. The event took place at Zephyr Cove in beautiful South Lake Tahoe aboard the Dixie Queen.

The organization is a non-profit, community-based organization serving deaf and hard of hearing individuals, their families and the general public in 24 northeastern counties of California. For more information, visit www.norcalcenter.org. n

Leticia Martinez and Lisa Velarde, KidsFirst

Eric Johnson and Andy Adsetts

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The California Association of Highway Patrolmen (CAHP)“Serving California’s Finest!”The California Association of Highway Patrolmen (CAHP) is a non-profit organization which has supported CHP officers in a variety of ways since the CHP’s inception in 1929. Led by the current CEO, Jon Hamm, the CAHP negotiates with the state of California’s Department of Human Resources for working conditions for CHP officers. In addition, the CAHP helps its members with labor relations, health benefits, legal representation for job-related issues, and an array of other membership services.

Not only does the CAHP maintain non-profit health, dental and long-term disability trusts for the officers, but they also have two charitable trust funds for their families. The first of these trusts is the Widows and Orphans’ Trust Fund. It provides financial support to the wives and children of officers who have passed. The second is the CAHP Foundation that awards scholarships each

year to dependents of active or retired CAHP members, dependents of CAHP members who have been awarded the Medal of Valor, or dependents of any active California police officer or deputy sheriff. We appreciate CAHP’s commitment to our community and the support that they provide to California’s finest. To learn more about the CAHP or to make a donation to one of their two charitable, non-profit entities, please visit www.thecahp.org. n

non-Profit Customer Profile:

Message from the President

Amy Zenti, Controller; Carrie Lane, COO

and Jon Hamm, CEO

When asked what he would really like River City Bank clients to know about him, Stan SooHoo didn’t hesitate, “I want our clients to know I am a person who leads by example and always has a smile to promote a positive attitude.” It’s true. In the four years that Stan has been a member of the River City Bank team, he has maintained an upbeat outlook that is contagious.

As a result, Stan was recently charged with overseeing the branches as SVP Regional Administrator. In his new role, Stan mentors, coaches and develops branch employees to enhance their personal growth, manages all branches adherence to compliance and regulations, and ensures branch staff provide our exclusive River City Bank experience to each and every client.

Throughout his 30 year banking career, Stan has worked in many areas of banking and has held a number of management positions, including VP, Sales and Service Manager and SVP, Premier Banking Group Manager at River City Bank. Outside of work Stan has a passion for sports and coached youth soccer and football in the Elk Grove community. n

Employee Highlight:Stan SooHoo, SVP Regional Administrator

Stan SooHoo, SVP Regional Administrator

David Garibaldi and Shawn Devlin, RCB