Conversation with Scott Dueser about building an enduring culture of exceptional customer service

In this conversation, Eric R. Alexander speaks with Scott Dueser about building an enduring culture of exceptional customer service, leadership, and stewardship at First Financial Bank. They discuss intentional culture-building, employee development, customer care, leadership training, hiring, teamwork, and creating joy through people-centered leadership. - How First Financial Bank developed and reinforced its 21 non-negotiables. - The role of onboarding, leadership development, and continuous training. - Why customer service standards and teamwork shape organizational culture. - Selecting the right people and creating joyful, people-centered workplaces. Scott Dueser received a BBA degree in Finance and Accounting from Texas Tech University in 1975 and graduated from the Southwestern Graduate School of Banking at Southern Methodist University in 1981. He started his banking career in 1971 and joined First National Bank of Abilene in 1976.  He is presently Executive Chairman of First Financial Bankshares, Inc. and First Financial Bank. Scott has demonstrated leadership throughout his career, holding prominent positions within key banking organizations. His dedication to the industry is evident through his service as Chairman of the Texas Bankers Association and President of the American Institute of Banking. In 2018, Scott further distinguished himself by serving as Chairman of the International Financial Conference (IFC). Beyond his professional achievements, Scott contributed significantly to higher education, serving on Texas Tech University’s Board of Regents from 2005 to 2009, including a term as Board Chairman during 2008 and 2009. His commitment to excellence has been recognized by numerous awards, including the Distinguished Alumni Award from the Rawls College of Business in 2006, Abilene’s Outstanding Citizen of the Year by the Abilene Chamber of Commerce in 2009, and the Distinguished Alumni Award from the Southwestern Graduate School of Banking at SMU in 2013. In 2014, Scott was honored by the Abilene Council, Boy Scouts of America, with both the Distinguished Eagle Scout and Distinguished Citizen Award. He also received numerous accolades in recent years, reflecting his ongoing impact on both the banking industry and his community. In 2015, he was elected to the Texas Bankers Hall of Fame. In 2019, Scott was named Distinguished Alumni by the Texas Tech Alumni Association, further celebrating his lifelong connection to his alma mater. In 2020, the Texas Tech Board of Regents announced the renaming of the Excellence in Banking Program Director Endowment to the F. Scott Dueser Chair for Excellence in Banking. The following year, he was named the F. Scott Dueser Texas Heritage Community Banker by the Texas Bankers Association. His commitment to service continued in 2022, when Scott was honored with the Make Your Mark Award from the Big Brothers, Big Sisters Association and received the Chairman’s Award from the Abilene Chamber of Commerce. For more about Eric: ericralexander.com; stewardleaderspodcast.com; sixarrowsconsulting.com. Leadership is temporary. Stewardship is about *forever.* *To learn about Eric’s new book:* Stewardship Leadership for Stinkin' Accountants: Serving as the CFO *See also the LinkedIn newsletter:* Musings for Steward Leaders *Intro/outro music: "Fairest" performed and arranged by Eric, based on the hymn "Fairest Lord Jesus" (from a 17th century German hymn and folk tune).*