Read this article from USA Today, “Banks Smarten Up Branches to Woo Customers”. Banks like Bank of America, Citibank and Chase are now saying they want to “deepen relationships”. Just because they want to doesn’t mean they will succeed. That
Read more →Listen to this 30 second clip of one of our competitor phone shops of OMNI Bank in New Orleans, La. We were on hold for about 2 minutes and couldn’t keep from laughing when hearing this brief statement, “where the
Read more →We talked about THEY the other day in a post. Today we read this article by Richard Branson from Entrepreneur magazine where he talks about “They”. I wonder if he’s been reading our blog??? Take a couple of minutes to
Read more →We’ve talked in previous days about finding out what your customer values. What’s most important to your customer in a banking relationship. When we conduct phone shops it’s very rare to have an employee ask more that two profiling questions.
Read more →We’ve made the statement in the past that one shouldn’t assume. However, we also know that there are instances where you can make a pretty safe assumption. For example if you jump out of a plane without a parachute, it
Read more →I was recently at one of my favorite restaurants in Louisiana when I noticed a group of older men complaining to their waiter. They were upset about the cost of their beer (a fifty cent increase that had been in
Read more →Former football player, now NFL analyst for ESPN, Chris Carter has a segment on ESPN’s Monday Night Football show called “C’MON MAN!”. Basically, Chris Carter finds a player or team doing something irrational, boneheaded or anything that just defies common
Read more →Take 90 seconds to listen to this audio of Nolan Knight discussing the number one expectation you should have, as a manager, of your employees.
Read more →We’ve just finished another round of phone shops and the average bank out there is a train wreck. We hear the employees and just cringe… you almost have to try to be bad to be this bad. Then the funny
Read more →It’s sad in the banking industry when we’ve come to the point of having survey questions that want to know if people are “not unhappy” with their bank. In a recent Harris Poll it was found that 41% say their
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