Pick Up the Pace for Cross-Selling

Thanksgiving is the perfect time of the year to pick up the pace for cross-selling. Everyone is busy, has gift giving on their mind and appreciates someone that shows interest in them.

Sometimes we avoid cross selling because we just don't know what to say. Try some of these scripting ideas:

Mrs. Reed, any special plans for thanksgiving?

Their answer could lead you to exploring the gift of a savings account for grandchildren or a line of credit to manage holiday expenses.

Good to see you, John, I've been meaning to ask you about activating the rewards benefit on your account. It’s a great way to build up points you can use on purchasing tools or gifts, are you ready to start earning those points?

Anytime you have an offer that saves the customer money or provides additional benefits engage them by asking or offering benefits related to the offer.

Mrs. Wilson, I noticed on your commercial checking account you don’t have our online, easy, and affordable payroll service. I want you to have this information; customers like you tell me this service has saved them time, stress and bookkeeping services. May I have a payroll specialist call you about automating your payroll?

Mr. Leland, are you aware I can waive your small business checking account fee each month when you open a commercial savings account with an automatic transfer of at least $100 each month? It’s a great deal, saves you money every month meanwhile you’re stashing away extra cash for the unexpected! Can I sign you up?

Convenience is everything to the customer. Like you they like fast, easy, convenience products and services. Turn the customer on to the products you have to offer that are of maximum convenience.

Happy Thanksgiving!

Still learning

Honey

5 Payoffs for Training Tellers

We all can agree that no matter what is or isn’t or what will or won’t happen with the future of branch it still matters what happens when a client walks into one of yours. When a client or a prospect comes to the branch it is an important opportunity to reinforce the brand and showcase the customer experience. Plus, every teller decision and transaction must meet the risk management standards, policies, regulations, and procedures that are in place to protect the company from fraud, errors, and not being compliant.

Our upcoming webinar, It’s More Than a Balancing Act, on Wednesday, October 14, 2015 at 1:30 PM CST will just what your teller team needs. This two-hour webinar will be an idea training session that promises to reinforce essential skills for your tellers.

Here are five payoffs you can count on your tellers benefiting from our It’s More Than a Balancing Act webinar (live or the recorded version).

The teller will be reminded to:

1. Stay mindful of following checklists pertaining to cash, audit, procedures and policies.
2. Adhere to security procedures sensitive to the teller area.
3. Pay full attention to all verification concerns when cashing checks – valid identification, signatures, account history, etc.
4. Offer suggestions and solutions routinely as a part of each transaction to ensure the customer can take advantage of all the products and services that the company has to offer.
5. Use the high five approach with every customer interaction: look up with a smile, make eye contact, greet them visually/verbally, use their name and say thank you.

Click here for more information or to register.

Still learning,

Honey

The Secret to Training Tellers

Our guest blogger, Zack Merrill, CBTP, is a Senior Training Consultant with InterAction Training. You will enjoy learning the secret to training tellers.

We seldom remember the expected exchange of everyday conversation because our brain is chock-full of stuff already. If the exchange is meaningful or helpful to you then there is a better than average chance you can recall it. When you are called upon to train or be trained remember this secret: Engagement, getting involved in the training, creates a very distinct file in the brain. When you want learners to learn, teach utilizing engagement and involvement.
When we only read, look, or listen that information is instantly processed and we file it away in our brain under the junk file marked MISC. Very hard to recover information in this file of the brain because it is overloaded and stuff is tossed in there in no particular order. Like taking your trash and junk to the landfill. If you cleaned out that file you could sort it into four piles: Don’t care, Don’t Understand, Won’t Ever Use, I Need This. The last pile will be the smallest.

When training tellers how to perform, the expectations are high. Both the teller and the company want recall to be quick and spot-on so we wow the client and protect the company. Many bank and credit union trainers feel lousy when the trainees that attend their training don’t remember what was covered. Most trainers are offended when leadership complains that so and so wasn’t trained very well.

In teller training, the amount of information that needs to be transferred to learning is staggering if you look at the whole picture. The trainer must breakdown the required knowledge, skills, and attitudes into training modules that call for engagement, relatable stories, discussion, real world examples, role play, FAQs, and note taking.

A module that I always enjoyed training tellers about had to do with the persistent threat of counterfeit items. A highly impactful technique for training tellers is the use of storytelling. Here is a favorite one of mine.

Our customer, a decorated veteran was a favorite with the branch staff. Kind and friendly, everyone enjoyed seeing him walk into the lobby. His daughter convinced him to cash some postal money orders she had received as part of a Craig’s List employment opportunity. I don’t need to tell you what happened next. He became my favorite former customer. He thought we should have been able to tell the items were worthless and counterfeit.

It’s still a punch in the gut to think about today. When we charged back the fraudulent activity it cost him over a third of his irreplaceable nest egg that he had earmarked for retirement. It pained all of us to see Mr. Smith fall victim to a scammer.

Immediately after this unfortunate event came to light, I went to the Post Office and purchased a low dollar amount authentic money order to use in the counterfeit module as a “show and tell” discussion. All new tellers as well as veterans should have at their fingertips the means to compare an incoming postal money order to a genuine one.

What stories or techniques have you used to create highly impactful training for tellers?

Great info for our audience, Zack, thank you for sharing your story.

Still learning,

Honey

Ten Rules of Engagement When You Attend Training

When you attend training in your work world what are your expectations? I am sure yours are like mine. Interesting, relevant and useful are right at the top of most people’s list. Have you ever considered what the trainer’s expectations are? That might put a different spin on your perspective.

 

I have been a trainer for financial institutions for several decades and here are a few of the Rules of Engagement for the attendee:

1. Come prepared to engage in the learning.
2. Be on time.
3. Bring an open mind.
4. Don’t forget a sweater or a jacket if you tend to be cold-natured.
5. If you bring a laptop or tablet, don’t cause a distraction to others by keyboarding or checking your email or Facebook.
6. Leave your cell phone on vibrate or off and in your pocket or handbag.
7. Participate; ask questions, speak so everyone in the room can hear you.
8. Take notes.
9. Return to your workplace prepared to discuss what was covered.
10. Provide feedback on your evaluation about how the training experience was for you.

Still learning,

Honey

How To Diffuse Any Heated Customer Interaction With Ease

Don’t we all wish that every customer interaction is a smooth and pleasant experience where all parties respect each other? The reality is that some experiences, unexpected news or unfortunate events can bring out a strong negative energy in some customers. In the heat of the moment those customers can vent their emotions on the people in your front-line: your tellers. Training your tellers to handle these heated customer interactions with confidence and calmness is imperative. Equip your tellers with the techniques that enable them to satisfy the hard-to-please by using the five point customer contact rule.

1. Remain friendly and keep your smile upDon’t raise your defenses, it will turn the situation into a power struggle
2. Show interest in the customer’s issueShowing genuine interest is a strong signal that you are committed to solving the issue
3. Maintain eye-contactDon’t look away, stay focused on the customer as this is yet another signal that you are dedicated to find a solution
4. Express appreciation for their feedbackSignaling that your customer’s feedback is important shows that your organization puts its customer's satisfaction first.
5. Use the customer’s name
   Using the customer’s name makes the conversation a little more personal and it grabs people’s attention. Bring your customer out of a frenzy by repeating their name to get their focus back.

Using these techniques will show your customer you are interested in resolving their issue professionally. It will quickly bring the heat down so you have the opportunity to get to the root of the problem, find a solution and ultimately provide outstanding service.

 

Still learning,

Honey

Five Step Approach to a Coaching Session

There are many skills that impact becoming an exceptional supervisor, however, none of them could compare to developing effective coaching skills.

Coaching is a powerful approach to developing employees. Coaching focuses on improving job skills and knowledge and confirming the results meet expectations. Supervisors and managers need to routinely coach – at least monthly. Coach employees on new techniques to make their job performance improve or when regulations change, for instance. Coaching encourages employees to evaluate their performance, reinforces satisfactory performance, and can be an outstanding tool for improving productivity and behavior. Because coaching focuses on communication and ensuring ongoing feedback, employees generally value the approach.

Differences in employees, tasks, and circumstances make every coaching discussion you have unique. Some discussions will be long and complex; others, short, covering a single topic. However, every coaching discussion should follow an approach that ensures that the practical need to understand and accomplish the goal of the meeting is met.

Whatever types of coaching interactions you have, you can put this 5 step approach to work for you.

 

1. Launch

The launch sets the stage for the discussion and provides focus. It is the time to cover the discussion’s purpose and why it is important to everyone involved and to the task at hand.

• State the purpose and importance of the discussion.
• Review or create an agenda.
• Find out if the employee has topics to add to the agenda.

 

2. Explore

This is the fact-finding step.

• Review background information.
• Raise issues and concerns.
• Don’t jump to conclusions.

 

3. Develop

Explore appropriate topics by asking questions and sharing ideas to help the employee determine the best way to goal achievement.

• Develop and explore alternative solutions or actions.
• Ask questions.
• Challenge assumptions.

4. Agree

Before closing the discussion, it is important to check for agreement.

• Agree on solutions.
• Summarize – this is the job of the employee to confirm understanding and clarify who has agreed to do what by when.
• Provide encouragement, but make sure the other person remains responsible for taking action.

5. Conclude

• Make sure all follow-up dates (for taking action, reviewing progress, continuing the coaching discussions, etc.) have been set.
• Document the summary, any agreements and all follow-up actions.
• Express confidence regarding the employee taking the action agreed upon.

Put this 5 step approach to work for you as you elevate your effectiveness in coaching others. You will be glad you did!

Still learning,

Honey

Crimes At The Teller Window

Crimes committed at a teller window occur most often by a new account holder or by an impostor posing as someone else. The favorite location for this type of perpetrator is the drive-in. A quick getaway, in addition to the added distance between teller and customer, make the drive-in the ideal place for con artists to try new tricks. A quick getaway, in addition to the added distance between teller and customer, make the drive-in the ideal place for con artists to try their hand at stealing without a gun. These are just two of the motivating factors that prompt crooks passing as customers to use the drive-in to try the newest scam. For example, depositing stolen checks in a new account is one of the oldest tricks in the book still used by con artist today.

 

What should you look for? Always examine checks to be certain the payee name and the account holder name are exactly the same. If not, stop. Most likely you should not accept the check for deposit. Take this case for example: What would you do is someone opened an account six weeks ago under the name of John Cameron, and today, he comes through the drive-in to send in a check payable to Cameron for deposit?

 

When you inquire about the payee on the check the depositor says, “I have a small consulting business on the side and some of my clients send me checks payable just to ‘Cameron’. It happens all the time, it is no big deal. I just want to deposit it into my checking account.”

 

Do not accept this check for deposit without an officer’s initials. It is possible the customer’s story is legit; however it is also possible this is a case where checks payable to a business have been stolen. Perhaps the thief has access to the business and is stealing accounts receivable payments.

 

It could take weeks, even months, for the business to discover what is going on. In the meantime, the thief has deposited numerous checks amounting to thousands of dollars, withdrawn all the funds, closed the account, and moved on to another institution to pull his trick on another unsuspecting teller.

 

Still learning,

Honey

Twelve Factors to Monitor for Check Kiting

The Federal Bureau of Investigation defines check kiting as "a scheme which artificially inflates bank account balances, in accounts that are under common control, for purposes of obtaining unauthorized use of bank funds, through the systematic exchanging or swapping of checks between these accounts, in a manner which is designed to misuse the float that exists in the banking system." 

Not everyone that writes a check and then rushes to the bank to cover it is kiting.  Kiting is a crime when the kiting steps over the line from practice to crime when the initiators of the activity intend to obtain something of value by trick, deceit, deception, or swindle.

According to law enforcement experts, check kiters generally have a professional appearance and manner. The professional check kiter usually has a good working relationship with his or her financial institution, regardless of whether the kiter has a legitimate or bogus business. This good relationship eventually works to the disadvantage of the bank because personnel are much less likely to be suspicious of "good" customers.

The American Bankers Association describes check kiting as "the process of floating worthless checks between accounts established in two or more banks." ABA goes on to state "a kiter is able to create the impression of having a real balance in each of the banks by carefully timing deposits and checks, and taking advantage of the time needed for checks to clear."

Need Teller Training?

Essential Teller Issues Manual

A Must Have for Every Teller

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What to look for:

1. A high number of deposits-usually several per day.
2. A high percentage of deposited funds coming from accounts under common control of the suspected kiter.
3. Checks in float many times greater than closing bank balances.
4. More "real" money is being taken out than put in.
5. Deposit and withdrawal activity conceals negative actual balances.
6. Total dollar debits and credits are almost equal.
7. Many deposit items drawn on the same bank(s) or many checks payable to the same payee.
8. Overdrafts covered with checks and not with cash.
9. Checks written in "round" dollar amounts.
10. Frequent inquiries regarding account balances.
11. Frequent use of different bank branches.
12. Frequent use of ATMs to make deposits.

Kiting involves checks from other institutions that appear to be drawn on an account established by the same account holder.  Certainly, not all checks of this nature are kiting schemes.  But alert tellers always watch for potential kiting.

When kiting takes place, the financial institution stands at risk.  If a kite goes undetected, the account holder may have numerous financial institutions involved.  When the kite stops "working," usually the last institution involved experiences a loss.

Here are steps to determine kiting and minimize risk in the interim:

1.   Alert management.

2.   Place special instructions on the account to alert other tellers.

3.   Contact the other institution(s) involved to confirm the funds are available.

4.   Never accuse or confront the account holder.

Financial institutions lose millions of dollars annually as a result of kiting schemes.  The strongest combination for deterring or stopping kiting is observant, alert tellers and the aid of the computer list of all items presented for payment that are drawn against uncollected funds.

The institution would be well-advised to have a kite-watch procedure where all "not on us" items of an established amount (i. e., $1,000 or more) are placed in a review bin so a designated deposit review person gives these items a second look.  Centralizing the effort allows a few "specialists" to become very familiar with depositors moving money from one institution to another, amounts, frequency, etc.  Also, this approach allows tellers to work efficiently and reduces the need to slow transactions down delaying the account holder at the window, as well as others in line.

Just as the first bank to identify a kiting scheme is usually the one to minimize their losses, alert tellers and close scrutiny of possible kiting transactions can effectively insulate your bank from crippling losses.

Still learning,

Honey

Tellers Look the Part!

Manage Your Image

Your image is created by what people see, sense, hear and read about you.  Choose wisely in creating the image you want to have.
 

• What you wear sends a powerful message to others. 
• Dress the way you want to be perceived. 
• Your body language, especially your posture and attention to grooming details, will convey confidence.
• How you communicate verbally and in writing will reinforce or erode your professional maturity. 

Know the dress code at your company, be a true role model.  

More and more, the dress code is business-casual.  In establishing a business-casual dress code, employees are allowed to work comfortably. However, a professional image cannot be sacrificed for comfort.  So, it's necessary that business casual clothes still uphold a high level of professionalism.

Order each of your tellers the

 Essential Teller Issues manual.

Go to the store, click here.

It is full of excellent training including all the how to regarding

balancing, 

professional maturity,

scrutinizing transactions and more.

 Tips for Business-Casual Dressing


1.     Observe those responsible for enforcing the dress code to help clarify the policy.

2.     Wear clothes that are well ironed, neat and well-fitted.  Do not wear wrinkled and untidy clothes to work.  Clothes should not be too tight or too loose.

3.     Do not compromise on the quality of the business-casual dress attire. Poor quality clothing shows wear quickly and will appear washed out or worn.

4.     Hair and facial hair should be well groomed.  Include your nails in the grooming process.

5.     When wearing skirts, women should make sure that they are not revealing when seated.

6.     Men should wear dark colored socks to a length that does not show their skin when seated.

7.     Watch out for what’s considered the latest fad in dressing such as flip flops, low-cut tops and jeans with short zippers that are skin tight or drag the floor.  These fads may be “in” but are not acceptable at work.

Still learning,

Honey

Training on the Frontline

Interest is high on delivering training that sticks for those deployed on the frontline – tellers and new account reps working in the branching network of financial institutions.  That interest really soars when a frontline employee makes a mistake or is out of balance or handled a transaction that resulted in an unrecoverable outage.   And should a con artist get by the new account screening process at a bank and start scamming the company the alarm for training will be triggered.

Train the Trainer Boot Camp

(designed exclusively for trainers in financial institutions)

we explore best practices on

planning, designing and implementing training that works

April 15-17, 2013

Houston, TX

Here are a few tips on how to you teach tellers and new account representatives to excel on the job.     It starts with a planned approach that dovetails with your culture, policies, procedures and technological how-to.

Culture – Frontline training must include expectations and standards on how you are to treat the customer and co-workers.  The company’s values, mission, vision and corporate goals have to be a part of this curriculum.  Familiarization training on who’s who, the history of the company, the history of the branch where your trainee will work are just a few of the key subjects that must be covered.
Policies – Distinguish between policy and procedure.  Help the frontline understand the purpose and reasoning for the company’s policies that directly impact them.  How does the frontline access answers to policy questions?  On your Intranet?  In a 500-page manual that only the compliance officer can navigate through?  The frontline has to be trained on effective dialog with customers when following policy that a customer can find objection with or be offended by.
Procedures – All procedures need to be in writing and tested by a user before implementing them.  Well thought-out, consistent procedures are the glue to making training stick with the frontline.  Integrate flow charts, checklists and screen shots along with quick reference guides and a glossary into procedure training for the frontline.
Technological How To – With hands on the keyboard, eyes on the monitor, and plenty of practice, people will learn to use all the systems, applications and software programs they need to become competent with on the frontline.

If you are looking for training solutions or want to elevate the effectiveness of training at your financial institution click here Train the Trainer Boot Camp or email me, honey@interaction-training.com.


Still learning,

Honey

This Teller Drives Me Crazy!

Ever said that?  If you are a customer who has had "issues" with a teller you might have said that.  If you are a manager of a branch in a bank or a credit union I know you've said that!  Maybe you are training a new teller and are pulling your hair out.  

Hot Tip - Hot Link  

Essential Tellers Issues

Read on, here are some symptoms and treatments for tellers that drive you crazy.

The teller was trained and now acts like she wasn't.

At the risk of sounding defensive here are some things to ponder.  Tellers are expected to know an immense amount of information - some they use daily and some they seldom use.  Remember, tellers, like the rest of us, learn by doing.  Deliberately and in a supportive way have them practice process, procedures and decision making.

Create simulation exercises for ALL tellers to review monthly, if they are new have excercises for them weekly.  Simply put, copy transactions or make up mock transactions and have the teller review the items in the transaction and explain what they would do and why.  Make some of the transactions very routine, some very complicated.  Provide all the information the tellers needs to make a decision.  Account balance, account history, etc.

Include less cash deposit for a new account and temporary ID.

Include a check to be cashed that is made payable to a business.

Include an endorsement that is a simulated forgery and a copy of a legit driver's license.

I think you get the idea.  

I have a teller with a bad attitude.

Whoops...you have a teller with poor behavior.  Stay out of the attitude business and focus on behavior.  Learn to be very descriptive without judgment or exaggeration when positively confronting a teller about rudeness, indifference, laziness, gossip and the like.  State what you saw or heard, state what you want instead and call for agreement.  Brief, firm and to the point.  Document the conversation.  If you have to do this more than once, call for a corrective action plan the teller is to provide you with and give them 2 days to prepare it.  Review the plan they provide you, collaborate and work it out so you both are in agreement, document it and ask the teller to sign it.  Ask what you can do to best support the plan.  Follow up and follow through.

Don't delay addressing behavior that drives you crazy!  And, remember to review your own behavior every day and ask yourself "what did I do today that would drive someone crazy?"  If that wasn't your intention :), stop the behavior, apologize and be a role model for others.

Be the person you want others to be.  

Still learning,

Honey

Why Training Can't Get Where it Needs to Go!

How did we ever get somewhere we hadn’t been before without Google Earth or a GPS?  Oh, I remember, we used a map -- those impossible to refold paper maps that had a scale so you could take a ruler and mark up your route and measure your distance.  Now that’s really dating me.  Even my plug in the cigarette lighter Garmin is old hat.  Today, my Smartphone acts as my guide, navigating me here and there.  I really like it when the navigator alerts me when there are tolls so I can be ready to fork over my quarters or dollars and pay the price to travel the best route.  

When it comes to training, set your sights on your destination, map out the route and pay the toll.  Clear a path for training to become a rock solid contributor to your culture, efficiencies and bottom line. 

 

Still learning,

Honey

Cross-Selling and Customer Service - Perfect Match!

Cross-selling is not about being pushing. It is about building on the existing relationship you have with the customer. When you perform your job in a friendly, knowledgeable, efficient way, customers will be inclined to think of your institution first when a need for additional products or services surfaces. 

 

Are you aware that it costs five times more to acquire a new customer than it does to sell an additional product or service to an existing customer?  So it makes perfect sense to maximize and expand the relationship you with have with your existing customer. The road to that success is paved with cross-selling.  The branch is one of the best stops on that road!

The customer’s attitude toward their financial institution is highly influenced by two key factors—location and customer service.  That points directly to the branch and those that work there!

All branch personnel are encouraged to acquire the skills and “attitude” necessary to detect, and on occasion, create prime opportunities to cross-sell and refer customers to product specialists.

Who all benefits from cross-selling success at the branch? The answer is three-fold:

Customer:       Your customer wants all the convenience and satisfaction your company has to offer!  Never assume the customer magically knows what you have to offer that will enhance satisfaction and elevate convenience! As a dedicated quality service provider the teller must complete the job of taking good care of the customer by first seeking out what the customer may need and then matching that need with services available. 

Company:       Your employer expects a fair return on the dollars spent on state-of-the-art technology to offer competitive products and services.  No matter the size of your financial institution, investments have been made to create Internet visibility, stay as competitive as possible in product offerings, attract new customers and keep the ones they have. The ultimate intention of cross-selling is to bolster both customer satisfaction and profitability. Plus, the frontline is in a primary position to engage the customer and create a positive experience that reinforces the likelihood the financial institution will retain the customer.

Frontline:           Your reputation for excellence in your position rides on many things including product knowledge and customer focus.  Success at cross-selling and referrals will be dependent on your skills and attitude about taking exceptional care of the customer.

Cross-selling and referral-making are legitimate expectations of all frontline personnel. It takes the efforts of all financial institution personnel to grow the profitability of the institution, as well as working to maintain and grow the depositor relationship.  

Still learning,

Honey

Money Matters for the Teller!

There are many key disciplines when it comes to handling money.  Here are just a few...

All currency in the teller’s possession should be face-up, appear orderly and stored neatly.

When purchasing currency, the teller should verify the purchase immediately turn the strap or replace it with a new strap, stamp the strap with his or her teller stamp, and initial it.  All strapped currency in the possession of a teller should have the purchasing teller's initials and dated teller stamp on the up side of the strap. In order to prevent misuse, it is important all used currency straps be torn in two.

The teller's cash handling responsibilities begin anew daily.  Starting with the moment the teller takes possession of the cash and right up to the point the money is returned to safekeeping at the end of the day.  A best practice is for the teller to start the day counting and recording the cash drawer validating the drawer is intact. 

If interrupted during counting, stop and start again.  It's better to take the extra minute than to shortchange or overpay someone.

Avoid making unnecessary conversation when counting cash or preparing a cashier’s check.  Discipline is important to avoid being distracted during the counting steps.

Ask customers to count large amounts of cash before they leave the window. As an added precaution, follow procedures for having customers sign for large amounts of cash, to indicate receipt of the money.

Handling currency and coin in a consistent and professional manner assures the work is simplified and the chance of error is reduced. Equally important, tellers develop the skill to concentrate on both the transaction and the customer.

Ace all audits by following proper procedures and being consistent.  Email me, honey@interaction-training.com for your free copy of the Audit Checklist for Tellers.

Still learning,

Honey

Teller Training - Cross-Selling Skills Series

Setting the Stage

You must always set the stage for cross-selling with excellent service and a positive image.  Start your day off with cleaning up your window, stocking it with supplies and marketing material.  Include brochures, business cards and if you have a special offer create a tent card for your window by tastefully mounting a screen shot or newspaper ad for display.  Clear picture frames make excellent props for displaying brochures or advertising.  Focal points generate conversation so you will want to support any effort the company has put forth in statement stuffers, signage and advertising.

There is an old adage that goes like this “people don’t care how much you know until they know how much you care.”  How you convey that you care begins with a smile. 

·         Appear friendly and approachable

·         Offer your name, look them in the eye

·         Use their name

·         Whenever it’s appropriate start and end on a handshake

·         Pay them a sincere compliment

·         Get to know them as a person

·         Engage them with questions that express care and interest

Ø  “How’s your week going?”

Ø  “Tell me about your family.”

Ø  “Tell me about your work.”

Ø  “What’s new with you?”

Ø  “Have any big plans for this time of the year?”

·        Sometimes they have someone with them, ask about the other person, this could be an entrée to more conversation

Ø  “Who is this you have with you today?”

·         Always inquire how satisfied the customer is with your company.

Ø  “Before today when was the last time you visited the branch?  How did we do?”

Stay tuned for how to exceed what is expected of you by the company and what you need to do to exceed what the customer expects from their financial institution.  More to come...

Still learning,

Honey