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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A leader with no destination is just taking a lonely walk Leadership defined in its simplest form, is the ability to rally people to a better future. What is that better future? Therein lies the problem with far too many so-called leaders. Many
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Doing just enough to get by It’s 2017 and if you haven’t botched the year already, don’t fret, there’s still plenty of time to totally mess it up. By now, you’ve already read the litany of top 10’s telling us how
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Taking it to the next level This is the time of year many of us look back, reflect, and evaluate our performance individually and as an organization or team. We want to know what worked well, what we need to
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Selfies are saying something about your community bank People love taking selfies these days, capturing life in the moment. We’re not knocking it. In fact, it can be kind of fun creating great memories with friends. People hurry to join in
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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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Seriously, Just Stop! The employees see it. The customers see it. Why can’t the bank’s leadership and management see it? It’s similar to watching an LSU football game with Les Miles at the helm up until Saturday. Everyone in the stands saw it.
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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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The Rise of the Drones! Drones, as most of us think of them these days, can be either good or bad. Amazon delivering packages via drones seems pretty cool and innovative… Good. Creepy neighbor flying his drone above your home…
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It may be the nicest thing you do this week We get it, the title may sound a little harsh and some are probably thinking we’ve lost our minds in believing that firing someone could actually be nice, but that doesn’t
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