“What’s the definition of management?” We asked this exact question in a recent management meeting and the resounding answer was… it was… we kept waiting… wow! No one answered. When we asked a group of managers this question, managers that
Read more →This is another clip of Nolan from a recent management meeting. As a manager, you can’t allow your branch to miss the “layups”, the easy cross-sells. You can’t allow your branch to give just “good” service instead of truly remarkable
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 →Read this article from USA Today, “Banks Smarten Up Branches to Woo Customers”. Banks like Bank of America, Citibank and Chase are now saying they want to “deepen relationships”. Just because they want to doesn’t mean they will succeed. That
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 →I was recently at one of my favorite restaurants in Louisiana when I noticed a group of older men complaining to their waiter. They were upset about the cost of their beer (a fifty cent increase that had been in
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 →Take 90 seconds to listen to this audio of Nolan Knight discussing the number one expectation you should have, as a manager, of your employees.
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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