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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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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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
Read more →It’s always interesting to see if a community bank’s brand matches it’s customer experience. It’s very easy to post a statement on a website with grand claims as to who you are as an organization. In fact, 95% of community bankers will
Read more →90% of all leaders and managers seem to be hopelessly looking for that proverbial, silver bullet that will solve all problems while at the same time, magically produce record profits within the next three tmonths. After that, they’re off to the
Read more →We’ve all heard the overused cliche’, “Outside the Box Thinking”. People are praised and promoted for such thinking. Many equate “outside the box” with “innovative” thinking. What’s also interesting about this thinking is that most of it is exactly that…
Read more →My wife called a party supply store yesterday that she’s done quite a bit of business with over the past 15 years and has also referred many customers to as well. She asked an employee if they had a particular
Read more →“If a tree falls in the forest and no one is there to hear it, does it still make a sound”? Of course it does! If your employees are doing a poor job of handling your phones, but no one
Read more →A bank employee received a call the other day and thought it was a mystery shopper. Turns out it wasn’t! The caller came to her branch and opened a new checking account. No surprise here because this employees is consistently
Read more →Most community bankers, when asked what makes them different from the regional and national banks, will tell you their personalized service is the difference. That may be the case with some community banks, because we know a few of those,
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