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Archive for the Tim Shank Category

Overcoming the “Price” Objection

We often assume customers are price-sensitive when 85% of them are not. Sadly, we’ve trained many of those 85% to be price-sensitive by being too quick to negotiate rates, by offering less than remarkable service and by not building relationships.

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Don’t expect to get something back that is different than what you give…

I like the story Nolan tells of a bank teller that said she gets all the crazy customers at her window. You know the ones… the mean customer, the unforgiving customer, the over-demanding customer, etc. In typical Nolan fashion he

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1 in 4 Managers Unprepared

An interesting survey from Career Builder found that 1 in 4 new managers say they are unprepared to do their job. 58% said they have received no management training. We also know that over 90% receive no ongoing management coaching.

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I Don’t Have Time

Advice for the day… don’t use this phrase any longer. And if you don’t say it, we know you hear it fairly often just like we do. Here’s the reality, we’re all busy, it’s just that some people manage their

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Expectations and Accountability

It never ceases to amaze us how managers and leaders will change systems, processes, goals or expectations in order to get a different and more positive result from the same employee in the same job. Until an employee is held

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Americans Switching Banks!

Take a minute to read this article (see link below). We’ve been stating the obvious for quite some time and this is just another article that backs it up. Banks are raising fees on checking. Customers don’t like it. They are

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Reinvention, No… Management, Yes

After reviewing several scores over the past few days we’ve found a common thread. Of the branches and teams that failed to meet standard on phone shops and those that struggle to get cross-sells and those that rarely if ever

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Coaching is Managing

We’ve just finished scoring phone shops for several banks. It’s always interesting to see the competitor shops and how poorly they do. It’s also interesting to see how some of the branches we work with consistently score above the expected

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Community Bankers… We have a problem

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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Relationships… Are you getting it?

Here’s another great article on the value of the relationship. Community bankers really need to get this. Here are a few of our favorite points in the article… Cultivate an over the top customer service culture. In our words… a

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