I remember the scene in Miracle on 34th St. where the Santa Clause tells a parent to visit a competing store for a product because it’s cheaper and of a better quality there. Hey, it’s all good in a Christmas
Read more →Whether it’s a community bank or a national bank, the results are usually the same. When we shop a bank branch for CD rates, loans, checking accounts, etc. we get roughly 95% just going through the motions and treating the
Read more →Check out this video of a comedian explaining how refrigerators are sold. It’s pretty funny but sadly this type of selling might be considered remarkable in many businesses. In fact, a lot of businesses won’t even put out this much
Read more →Over the past 14 years we’ve conducted thousands of mystery phone shops. Over that same period we’ve had countless numbers of employees approach us saying they were “just shopped”. Some were right buy many more were wrong. In fact, we’ve
Read more →When we phone shop banks it’s always amazing to hear the number of employees that think they have it figured out as to when they are shopped. We’ve been told countless times by employees that they think they were shopped
Read more →Wait until the end of the day or when no one is in your branch to listen to this recent shop of Bank of America. We were trying to get a mortgage loan rate. After spending over 3 minutes in
Read more →Banks spend a tremendous amount of money driving in business. Most spend very little, to no money making sure they are prepared to handle that business when it calls in or walks into the bank. This is what happens to
Read more →After literally thousands of phone shops, we are convinced that well over 50% of bank employees don’t want new customers. In fact, many employees will actually discourage potential customers from coming in to their branch by either being flat out
Read more →A few days ago I had to place an order for 500 printed t-shirts for a political campaign. To a small local business that’s a pretty good size order, not to mention likely future orders. Guess what I did? I
Read more →We posted a recorded phone shop of Regions last week. Today we’re posting a recording of a community bank. On the Regions shop we couldn’t get a person on the phone. Believe it or not that was better than getting
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