In Conversation

Every month Katy Gordon speaks to Courier Country business people to learn what makes them tick. This month she talked to Stuart Brown, Head of SME Scotland & Northern Ireland at Barclays.

AsIsay ‘people do business with people’

For Stuart Brown, the majority of his career has been spent helping businesses and entrepreneurs take the first – or next steps – towards their goals. And while one of the biggest changes to affect his work (and industry in general) has been the introduction and development of technology, there is one thing he has brought with him throughout the years.

“I try to take the good part from 30 years ago – and that really is the personal approach with people,” the 47-year-old explained, and I instantly knew that people were at the core of his work, more than finance. “Over the years, banks had become very centralised and removed that personal approach, which was a lot to do with technology, but I think there’s a balance to be had between the two.”

As we chat, this approach to his work becomes clearer and clearer. Stuart explained that a large part of his day is spent meeting with his staff – he has a team of 26 people based around Scotland and Northern Ireland – and then with clients and prospective clients, as well as entrepreneurs. And throughout, people are at the forefront of the work.

“There is a culture of providing a personal touch, which I’ve driven, and as I say ‘people do business with people’, so it’s important that I am visible and checking in with my team and clients regularly.”

And Stuart realises that he and his team have a lot more to offer clients than just business loans and bank accounts.

“I have been in the banking industry for 30 years and a large part of that time has been working with corporate clients of different sizes. So I’ve built up a large network of people and knowledge that I can use to help clients, either because I’ve seen a problem they are having solved elsewhere or I know someone I can put them in touch with to get the help they need.

“In fact, in my first meeting with a company there is no financials discussed. I’m trying to get an understanding of the business and the management and then from there I can see what we can offer them, beyond financial support.

“We do as much as we can for companies, but sometimes we can’t do everything, and again that’s where our network comes in, especially where organisations have specific niches.”

When he’s not busy helping people at work (or as part of several organisations in his community) Stuart spends time with family and stays active with golf, cycling and running, which he uses to explore new places.

“If I’m away with work I try and get out for a run because it’s a great way to get to know the area.”

I asked where, after 30 years in the industry, he gets his job satisfaction from, Stuart’s response came very quickly and assuredly.

“It comes when you see you have added value and given support, whether it’s to a member of staff who then go on to get results for their customers, or it’s directly with the customers.

“I also like to visit customers in their own environment and see for myself how their business is running, where it is and get a greater understanding for their business.”

Our conversation was drawing to a close and I asked how Barclays was different to its competitors.

“We are one of the few banks supporting SMEs, with local managers for businesses with turnovers of between £400,000 and £1million. Many would deal with businesses of that size via call centres but we offer the local touch. And for even smaller businesses we offer them the chance to attend our educational events, which can help them in areas such as cyber security, which is a big matter just now.”

And once again, it came back to the personal touch.