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.

Learn more about how to be the best supervisor

Still learning,

Honey
www.interaction-training.com

InterAction Training

20826 Sweet Violet Court

Humble, TX 77346

281-812-0211

www.interaction-training.com

High Performing Branches Embrace Selling - Part 2

Don’t Miss the Growth Curve

Nearly one-half of the companies listed in the Fortune 100 in the 1970s are no longer in business. While there may be many contributing reasons, the bottom line is that each failed to maintain a growth curve necessary for long-term success. With ever increasing competition, marketers are learning that success, in the long run, requires both offensive marketing (attracting new customers) and defensive marketing (retaining existing customers).

A culture that supports both offensive and defensive marketing has been called a sales culture

Many community-minded financial institutions miss out on the key to growth and expansion simply because they lack a sales culture within their institution. The fact is, financial institutions are growing and expanding, or they are shrinking and dying—there is no in-between. Their survival is based on the ability to effectively and efficiently manage opportunities, keep and expand services to their existing customers/members, and continually add value to the overall franchise.

Why Do We Struggle So With Selling?

For the most part, banking professionals don’t like to sell!  Most bankers are clear they were not hired to sell they were hired to fulfill a position, a responsibility that meant managing the business of banking from their desk.

After all, selling has not enjoyed the greatest reputation in the marketplace.  Nonetheless, it doesn’t matter what you call it—business development, relationship management, client service, or customer relations—it all adds up to the same thing: Selling. But, sell… that’s a four-letter word! 

A Change in Our Thinking!

It’s true, the word sell is a four-letter word, but so is the word help. With that in mind, ask yourself, “How do I recommend the right product, at the right time, to existing and potential clients?” Well, if you want to help more, and, to help more effectively, here's the deal:  You need to accept and adapt the mindset that selling is helping. In the end, you will not only gain more business, but you will also open more long-term relationships with all of your customers. It’s been said over and over that we are all selling something whether that is ourselves, our ideas, our products, and/or our services.

Stay tuned this week...more is coming on building a high performing branch., till then...

Still learning,

Honey