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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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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That Big Smile Isn’t Cutting It Anymore Ask any community banker why their bank is the best in town and 99% will tell you it’s because of their service and their people or some variation. There are two major problems with that statement.
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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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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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Customers are watching and making assumptions One of our team members had an interesting experience when visiting his community bank the other day. This is what he saw… When going to the drive-thru of my community bank the other day I noticed a
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Forget the Millennials, fix the selfie mentality in your culture One could argue that the selfie was first introduced by Narcissus in Greek Mythology as he admired and fell in love with his own reflection in a pool of water. This same narcissistic,
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North Alabama Banks – Customer Service Ranking Banks spend large amounts of money driving business into the bank. The first experience for many customers will be on the telephone. In our most recent North Alabama Customer Service survey, we were able
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