Banking with “WOW”

In banking as in any business, either excel or go broke.  In the most recent edition of “Branch Manager Letter”, a newsletter published by Lana Chandler, she talked with Paul W. Craig, President of Sydeme Consulting Company (McKinney, TX) about exceptional customer service.

Consumers generally think all financial institutions are about the same. They basically choose an institution based on a “tiered criteria.” For example, the primary criteria may be convenience to home or work. This is followed by fees, price, and product(s) availability.  

“This assumes that all institutions are considered about the same in the area of client service. Usually, there isn’t a noticeable differentiation between branches of different institutions,” Craig says. “It’s a ‘WOW’ moment when a branch team demonstrates consistent ‘World Class’ client engagement and product delivery. The client experience changes immensely.”

“WOW” moments are driven by the key factors that shape the client experience… employee behavior, branch facility (including the drive-up) and technology. “A ‘WOW’ moment is what the client will remember. If there are a few ‘WOW’ moments demonstrated during the client experience, it will move the entire client engagement to that of ‘World Class,’” says Craig.

 

For even more inspiration on taking your bank to the next level attend our supervisor boot camp.  The next one is November 7-8.

Still learning,

Honey

 
InterAction Training
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