Excessive Expectations

A client comes into a bank or any place of business with an expectation.  So it is to your advantage to recognize from the start everyone that walks into your bank comes in with a bag of expectations.  Figuring out expectations and meeting those expectations can be quite challenging.  Some people want to be greeted, some want to be left alone.  

Some places are great at greeting every client that comes in the door. That is key.  I don’t think anyone is offended by being greeted kindly.  Even if the employee is busy, an acknowledgement lets that customer know that you noticed their entrance.   

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After the greeting, a customer service representative must be astute to figure out if a customer wants to be engaged or left alone to do self-serve banking.  Be available and let them know you are there to answer any questions should that be needed. 

Every time you figure out a customer’s expectation and meet that need you begin a relationship that could solidify a customer for life. 

Hoping your weekend meets all your expectations.

Still learning,

Honey  

InterAction Training

20826 Sweet Violet Court

Humble, TX 77346

281-812-0211

 

Loyalty

Is loyalty dead?  Is it possible to have loyal clients?  Loyal employees?  I think so.  As competition for business grows building loyalty becomes more challenging. We live in a society that is incredibly fast paced.  When the fastest way to the top, or to the best price looks like moving companies then our instant gratification generation will jump ship.  The best way to build loyalty with clients and with employees is to go beyond their expectations.  

First you must know expectations.  Take the time to listen to needs.  We all want to be heard and understood.  But we are not really good listeners. We are often just waiting for the other to stop talking so we can have our turn.  We stop listening when we think we know what the other is going to say, so we finish their point in our mind instead of listening to them finish their sentence.  We often get distracted or bored.  Although it may look like we are listening we are tuned out.   Work on your listening skills and you will be more in tune with expectations and build loyalty with those to whom you are listening.  Acquire expertise on motivating and managing others!

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Once you have listened well and figured out what a client needs you can then attend to that need efficiently.  The same goes for employees.  You cannot apply the same solutions to everyone because we are all unique individuals with unique needs.

Stop, look, listen and offer a helping hand.  Give what you want to get.  As you creatively address unique needs you will see loyalty build.  In the process you will find more satisfaction with yourself and others. 

Demonstrating concern and delivering solutions brings incredible satisfaction and a feeling of value to you and your company.   When a customer or employee feels valuable they will be loyal. 

Still learning,

Honey  
www.interaction-training.com