You can’t see the forest for the trees
We often hear this old saying when being reminded to step back and look beyond the trees for a real perspective on a problem or situation. But there’s another way to look at it. The trees can distract customers from what makes your business great. For many community banks, it’s not a matter of looking past the proverbial trees but actually eliminating them so your customers can see your organizations’s true value. What trees are blocking your customers’ views? Here are three trees we come across pretty often.
The Disengaged Employee
While your employees should be your best asset there are some employees that are flat out hurting your business. Disengagement could be the lack of a welcoming smile, a can’t-do attitude, or something more. Your employees can make or break your business. In a community bank, the remarkable service delivered by your employees is your main competitive advantage. Take a look at our blog article, Profit Pirates Within Your Community Bank, for a list of the more common disengaged employees. Just one of these actively disengaged employees can cause major harm. Implement a plan today to move the disengaged out.
The Ignored Facilities
First impressions of your business are made in the parking lot. Is your signage clean, working properly, visible, etc.? Are customers walking over trash and cigarette butts when approaching your entrance doors? What does your lobby look like? Burnt out lights? Customer papers visible on employee work areas? A weak attempt or afterthought for your coffee area? Is the lobby kid-friendly? We’re always amazed at how little attention is paid to the details. Any one, single detail may not be noticed but if you add a few together, the trees start blocking the view of what you want your customers to see. Conduct an audit this week of your facilities and make the needed improvements. It’s simple to do and can have a major impact.
The Manager in Name Only
It’s always easy to blame employees for poor or average performance, but who is managing those employees? Far too many managers have the title and do nothing with it other than putting out the occasional fire or answering a question or two. Many managers get their position because of past performance, tenure, and experience. Few are trained and coached on how to turn their employees’ talents into performance. Invest in your managers because they can be one of the largest trees blocking the view if left unattended.
More than trimming branches
Don’t fall into the trap of thinking you can fix the trees with a little trimming. Some trees, like our infamous, Lazy, Crazy, and Stupid can’t be fixed. Are the trees hiding how great your bank is, or do they now define you? Right now is always the best time to get started. Get rid of the trees, the stumps and the roots. Do that and you will have taken a major step in making this a great year.
