Read this article from USA Today, “Banks Smarten Up Branches to Woo Customers”. Banks like Bank of America, Citibank and Chase are now saying they want to “deepen relationships”. Just because they want to doesn’t mean they will succeed. That
Read more →We’ve talked in previous days about finding out what your customer values. What’s most important to your customer in a banking relationship. When we conduct phone shops it’s very rare to have an employee ask more that two profiling questions.
Read more →We’ve made the statement in the past that one shouldn’t assume. However, we also know that there are instances where you can make a pretty safe assumption. For example if you jump out of a plane without a parachute, it
Read more →I was recently at one of my favorite restaurants in Louisiana when I noticed a group of older men complaining to their waiter. They were upset about the cost of their beer (a fifty cent increase that had been in
Read more →Former football player, now NFL analyst for ESPN, Chris Carter has a segment on ESPN’s Monday Night Football show called “C’MON MAN!”. Basically, Chris Carter finds a player or team doing something irrational, boneheaded or anything that just defies common
Read more →Take 90 seconds to listen to this audio of Nolan Knight discussing the number one expectation you should have, as a manager, of your employees.
Read more →It’s sad in the banking industry when we’ve come to the point of having survey questions that want to know if people are “not unhappy” with their bank. In a recent Harris Poll it was found that 41% say their
Read more →Take a minute to read this article “14 Management Do’s and Don’ts”. It’s just another source that reinforces what many of you have heard us say countless times over the years. Remarkable management is critical to increasing employee engagement. What
Read more →Quick, name your top 3 advocates! If you hesitated, that’s not good. Your top 3 should always be top of mind. They are the customers that have sent you the most (profitable) business this year. Take some time over the
Read more →One of the things we hear working with different organizations is the comment… “You’re really not showing us anything new. These are common sense, basic things.” While we agree that many of the things we recommend and train on are
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