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 thing, we read the bank’s brand statement and match it up to the phone shop performance and they just don’t match up. Here’s what we mean. Listed below are a couple of the brand statements listed on banks websites in some of your markets that we have shopped.
- “Legendary Service”
- “Our Interest is You”
- “We’re All About You”
- “Hometown Support”
The phone shops on these banks didn’t match the service they provided on the phone. In fact, they weren’t even close to these statements. Read your bank’s brand statement. Pull up your bank’s website and see what it says about service. Make sure that every contact you have with a customer lives up to and preferably exceeds the brand statement. Do as you say.
