When Umpqua Bank Chief Executive Ray Davis tells customers that he answers his own phone, he means it.

In nearly all of its branches Umpqua has set up phones that provide customers with a direct line to Davis' office in Portland, Ore. Often they will call to praise a rank-and-file employee or just to see if Davis really picks up, but occasionally he will hear from customers who feel their questions or concerns are not being adequately addressed by branch staff.

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