It never ceases to amaze us how managers and leaders will change systems, processes, goals or expectations in order to get a different and more positive result from the same employee in the same job. Until an employee is held
Read more →If you want to grow your business you need to grow your relationships. Your relationships are the foundation. The larger the foundation, the greater your capacity for growth becomes. So what’s the best way to build these relationships? Here are
Read more →It’s amazing the difference just one minute makes. When we talk with employees about being remarkable on the phones, one universal excuse we hear for not being remarkable is that it takes too much time to do everything we ask.
Read more →What are you doing differently this year? If your branch deposits and net checking accounts are not growing annually by 15% then some changes should be made. If you’re not scoring consistently over 120% on your phone shops then changes
Read more →Have you ever had the sense or feeling that someone is watching you? Maybe you’re having a “bad hair day” and you feel like all eyes are on you. Or maybe you’re the one doing the watching, when you’re at
Read more →What are your goals for 2011? If they aren’t written down and readily available for you to review on a regular basis then you really don’t have goals. You might have a wish list or dreams, but you don’t have
Read more →We’ve talked in previous days about finding out what your customer values. What’s most important to your customer in a banking relationship. When we conduct phone shops it’s very rare to have an employee ask more that two profiling questions.
Read more →We’ve made the statement in the past that one shouldn’t assume. However, we also know that there are instances where you can make a pretty safe assumption. For example if you jump out of a plane without a parachute, it
Read more →Former football player, now NFL analyst for ESPN, Chris Carter has a segment on ESPN’s Monday Night Football show called “C’MON MAN!”. Basically, Chris Carter finds a player or team doing something irrational, boneheaded or anything that just defies common
Read more →It’s sad in the banking industry when we’ve come to the point of having survey questions that want to know if people are “not unhappy” with their bank. In a recent Harris Poll it was found that 41% say their
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