Whether it’s a community bank or a national bank, the results are usually the same. When we shop a bank branch for CD rates, loans, checking accounts, etc. we get roughly 95% just going through the motions and treating the phone call as an inconvenience. There seems to be a disconnect between what we have to believe leadership wants and what is being delivered at the customer level. We’re making the assumption that no leader could want this. Would you like to add 10% net to your bottom line? Then be remarkable on the phones. Sadly about 25% of bank branches/employees fall into the category of this call. About 70% aren’t as bad, but not that good either and they’re certainly not generating business. That leaves 5% that are remarkable, creating advocates and generating business over the phone. Where do you fall? Keep in mind, everyone reading this post can’t be in the top 5%. Here’s the shocker… typically this is not an employee issue. It’s almost always a management and leadership issue. Expectations and Accountability are key.
Listen to the recorded shop of this bank (you can’t even understand the employee say what bank she is with)… hopefully this isn’t your bank. And no, this is not the lady with the bear claw tattoo!
[audio http://www.divshare.com/direct/17901772-1ba.mp3]
