• Do The Right Thing
• Do Things Right
• Admit Mistakes & Correct Them
• Work With Urgency
• Be A Good Steward

A culture of excellence thrives on the integrity of everyone that makes a decision on behalf of our company, the customer or the community in which we serve. Doing the harder “right” over the “easier” wrong is the foundation of integrity.  We should be making decisions that are the best for others, even if it means personal or monetary cost to us as individuals. We are managing someone else’s wealth—our shareholder’s and our customer’s. Making the best decision for them ensures long term survival for us as a company and for our families in the form of a pay check. We are paid to manage, with excellence, the resources given to us—employees, capital, customers, communities, facilities and even down to the pens and pencils, the tools that get the daily work done—it all belongs to someone else. We are here to be a good steward of all that is entrusted to us.  Never hide from a mistake. Accept and deliver constructive criticism. We all make mistakes—welcome to the human condition, we were not created to be exhibit perfection, only to pursue it. Learn from errors and pass the lesson on to others so we can all learn from your educational experience, and do our best to not repeat that part of history.

• Serve Our Guests
• Exceed Expectations
• Go the Extra Mile
• Stand, Smile, Greet
• Say "Thank You Often"
  

Every company, and banks in particular, claim to win on service. In reality, few ever really get it done. If we are to win the hearts and minds of our customers, service can never be a program. It has to come from the heart and it has to come with every customer touch point—every day. World-class service is not something you put in as a policy, it has to be created with each customer. At Riverside, we call that creating a positive customer experience. We like to call and treat our customers as treasured guests within our home. It is the experience that they remember. It is the experience that they share with others. Guests could never tell you what our policies are, but they can remember with great detail how they felt by the way they are treated. When you think you’ve delivered exceptional service to one person, wonderful, here comes the next and they have a different view on how they want to be treated.   Service is hard work because it is a moving target from one person to another. If it was easy, anyone could do it and we would not have a competitive advantage in our market. Excellent people delivering world-class service to other people is our business—service is the priority at Riverside.

• C.O.R.E.
• Hometown Pride
• Time
• Talent
• Treasure

Banks and bankers have resources—time, talent and treasure. The hometown bank has always been a leader in the community providing people with talent and time for leadership as well as investing their personal and corporate treasure within the local community.  Nothing has changed. In fact, at Riverside Bank, we excel at loving the hometowns we serve. C.O.R.E. is Community Outreach of Riverside Employees.  Everyone at every level in the company is expected to give time, talent and treasure to the community. People will know us by our actions and having our entire team of great people out in the community at various organizations allows everyone to give something back in an unselfi sh way to someone in need. It can be as simple as volunteering for a reading program in your child’s school to participating in a team charity event. One of the great things about our company is that you get to decide what and where you give your time, talent and treasure. If you have a passion for a cause, you are encouraged to get involved at any level. If you are an offi cer and leader of our company, you are expected to lead by example and not only get involved, but your involvement should be at a leadership level within the organization(s) you choose.

• Sacrifice
• Give Credit Away
• Ensure Someone's Success
• Servant Leadership
  

Selfi shness is the death of any great endeavor. If everyone continually asked “what’s in it for me”, what kind of world would we live in?  It is important for all of us to fi nd out how we are affected by change. However, in a culture that is pursuing excellence, one must put the team above self interest.   When we are fl exible with change and when we work to ensure other people’s success and the pride of life does not creep in, meaning, we can praise other people without feeling less of a person, great things can happen. A person who can grasp this concept becomes and encourager even when life gets discouraging. If everyone is out to serve others, then eventually, it will always come back to you and your needs will be satisfi ed as well. The success of the team will dictate the success of the individuals on the team.  Your horn will get tooted, but at Riverside, the music is best played and listened to when someone else is praising your results.

• Profitability
• Growth
• Regulatory Excellence
• Shareholder Value
  

Make no mistake, we are in this business to make money—it’s what a business does and we don’t have to apologize for it as our shareholders expect it. However, it is more than just making money. We have profi tability goals to be sure, but we also have goals for growth, regulatory excellence and service.  As a culture, our daily activities are injected with opportunities, called decisions, to make in favor of our shareholders, customers/guests and our regulators.  Creating a service and sales culture is our method for achieving all of our fi nancial goals. Service is sales and selling is service. 
When we provide service to a customer it should be done in a safe and sound manner, knowing our customers and their needs is paramount to providing for those needs. This is profi table for the customer and our company. Selling someone a product or service they don’t need is not what we do. Finding out what people need and showing them how to get it is what we do; it is our way of life at Riverside Bank. Our service and sales culture ensures that the customer relationship, both internal and external, is everyone’s responsibility regardless of your job function.