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When Copy-Pro owner, Bob Klein, was working as a technician for a local copier dealership, he developed a keen understanding of how to provide good customer service and how to keep customers happy and coming back. So, when he started his Copy-Pro business at the tender age of 21, he was determined that his business would be a service-oriented company. It’s a commitment that has paid off. Now joined by his son, Rob, the Kleins have built a legacy that’s 43 years and counting – and serving many customers who have been with them since the very beginning.
“As a 21-year-old kid starting a business, one of the biggest challenges is you have to get people to believe in you”
Bob explained. “Being that young and new in business, businesses like law firms and large corporations assume you won’t last and won’t be around that long, so you have to prove them wrong by doing a good job and making good on your word. We have that reputation now. Our customers know we care, we’ll be there to help, and we’ll do things right.”
“Actually, poor customer service is one of the reasons I got frustrated with my bank early on,” Bob continued. “We did business with several smaller banks at first, but they kept being merged with bigger banks and there was no relationship there. We wanted a bank that would provide the type of personal service, that we provide to our own customers.”
"I've always been much more comfortable dealing with a smaller bank,"
Bob said. “My friend’s wife was a manager at Northern Bank and he suggested I talk to her. She came out to my business and talked to me and listened to everything I had to say. I was immediately impressed with the level of service I received. So, I decided to open several accounts and see how it went. Today, I have 9 or 10 accounts with Northern Bank.”
“There are a lot of mergers and acquisitions in banking. It happens all the time. In any business, you look for stability in your customers and in your bank, and that’s what we’ve found with Northern. With Northern Bank, I don’t feel as if I’m going to get sold down the river. They are a family legacy company and we’re a family legacy company, and that made us feel immediately comfortable.”
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“We have access to decision makers here, including the CEO, and that is huge when you are a small business,” Rob added. “Over the years, it’s become a personal relationship. They’re not just a bank handling our money. We care about them, and they care about us.”
"We've been growing pretty consistently since the pandemic, opening several new locations,"
Bob explained. “It’s nice to know Northern Bank is behind us and there for whatever we need. Rob and I both dabble in other businesses. Northern has recommended payroll companies, credit card companies, anything they think will be helpful. Anything we need, we call business support, and they take care of us.”
“When you ask for something at Northern Bank, their default answer is not, ‘no,’ like other banks,” Bob said. “Northern Bank does their best to say, ‘yes,’” Rob added. “They will find a way to say, ‘yes.’”
Father and son duo, Bob and Rob Klein, own and operate Copy-Pro, where they sell, lease, rent and service high-end black & white and color copiers and printers for a wide variety of clients from law firms to Hollywood studios on location. Currently, they have four locations –– Woburn, Stoneham, Boston and Manchester, New Hampshire –– and are always keeping their eyes open for opportunities to expand.
Eddie Panozzo is an entrepreneur through and through. His mom and dad each owned their own businesses and Eddie always dreamed of opening his own restaurant. After working his way up in various fine dining restaurants, he achieved that goal. Later on, he decided to take a job in the corporate world and become a supplier. Still, there was a nagging notion in his mind that he should start something for himself.
When Copy-Pro owner, Bob Klein, was working as a technician for a local copier dealership, he developed a keen understanding of how to provide good customer service and how to keep customers happy and coming back. So, when he started his Copy-Pro business at the tender age of 21, he was determined that his business would be a service-oriented company.
After 11 years with Merrimack Valley Housing Partnership - including a transformative start as a first-time homebuyer herself - Cathy Mercado now leads the organization as Executive Director. When her longtime community bank announced a merger, she needed a new partner who would show up for the community the way she does every day.
Contact us now to learn more about how Northern Bank can help you realize your goals and dreams.