5 Minutes More

Do what you say and say what you do.  If your business hours are 9 to 5 then you better for sure be open on time and not close early.  Even better, beat your posted hours by 5 little minutes.  That is a classic case of under promise and over deliver!

"Five minutes can make a huge impact on how clients view your branch."  In the August edition of the Branch Manager's Letter Paul W. Craig, President of Sydeme Consulting Company in McKinney, Texas addresses bankers on ways to create "wow" moments with customers.  "Open the branch five minutes before normal opening time and close five minutes after normal closing time,"  recommends Paul W. Craig.  This approach to opening and closing times will be a positive experience for the client as they arrive at the branch and see that the doors are opened fire minutes earlier than the posted time. 

A five minute extension can also be a positive experience if a client is rushing to the branch at the end of the day.  They're a couple of minutes late but thankfully see that the doors are still open.  Positive surprises create positive feelings.  Those extra minutes lead to "WOW" moments. 

"If a client experiences the door being locked a few seconds before they get there it becomes a big negative.  The client feels like they do not matter and will remember the experience as a negative," Craig says. “It’s the small things that add up to form a perception of the organization's culture."

Small things matter big to employees as well, come learn all about how to "wow" your employees.

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Still learning,

Honey
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InterAction Training

20826 Sweet Violet Court

Humble, TX 77346

281-812-0211

www.interaction-training.com