More Training and a Google Search Isn’t the Answer We recently conducted a phone shop on a community bank, asking about their current credit card promotion. When inquiring about the features on the account, we got a very interesting response.
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You can’t see the forest for the trees We often hear this old saying when being reminded to step back and look beyond the trees for a real perspective on a problem or situation. But there’s another way to look
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A Perfect Opportunity for Your Bank to be Exceptional One of our mystery phone shoppers called a community bank somewhere in South Carolina a few days ago and was greeted with an automated phone message stating the following… “Thank you
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It’s not about me, it’s you There’s no doubt we’re living in the age of ME. Whether it’s the constant barrage of selfies on social media, texting while driving, or idiots on reality TV making fools of themselves for 15-minutes of fame.
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The value of appointment setting Each week, we mystery phone shop community banks across the country. One common shop will include a simple customer inquiry about one of the bank’s products or services. In over 90% of these shops, the bank employee will fail
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Most community banks don’t know We’ve been conducting Telephone Mystery Shops for over 20 years. Of course, over the years our techniques and technology have evolved with the times, allowing us to provide community banks with a valuable service that
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Are you willing to risk it? The world of banking, in many ways, revolves around risks. Credit Risk, Interest Rate Risk, and Regulatory Risk just to name a few. A great amount of time and effort is focused on these
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Community Banks Are Giving Away Their Competitive Advantage As dumb as it sounds, many community banks are voluntarily giving their primary competitive advantages over to their larger bank competitors. The big banks have the big money behind them and with that they
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Community banks losing their competitive advantage? Ask most community banks what separates them from the competition or the big banks and the typical answer is “our service” or “our people”. Regardless of the answer or how your bank feels about its service,
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Did that really happen? We deal with a large number of banks and bank employees throughout the year and we’re always amazed at some of the things we see from community banks. We expect craziness at the big banks! But
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