I had breakfast this past weekend at a place called Hub City Diner. I always enjoy eating there because the food’s great and the service is remarkable. Right when you enter you’re greeted by a few different employees, all with
Read more →Are you getting tired of the weekly scoring meeting? If you answered yes, then be careful because you may not quite “get it”. We’ve been hearing excuses and complaints for over 15 years about weekly scoring meetings. These are the
Read more →It’s amazing the difference just one minute makes. When we talk with employees about being remarkable on the phones, one universal excuse we hear for not being remarkable is that it takes too much time to do everything we ask.
Read more →What are you doing differently this year? If your branch deposits and net checking accounts are not growing annually by 15% then some changes should be made. If you’re not scoring consistently over 120% on your phone shops then changes
Read more →We’ve had discussions about being a “life giver” on some of our recent webcasts. Whether you have been on one of these webcasts or not, if you haven’t implemented a plan for giving to your advocates you need to begin
Read more →We came across this article about “Stupid, Inc.” telling about some of the stupid things companies do to turn away loyal customers. Click the link below to read the article. We see this all the time in banks as well
Read more →Have you ever had the sense or feeling that someone is watching you? Maybe you’re having a “bad hair day” and you feel like all eyes are on you. Or maybe you’re the one doing the watching, when you’re at
Read more →“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
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