After literally thousands of phone shops, we are convinced that well over 50% of bank employees don’t want new customers. In fact, many employees will actually discourage potential customers from coming in to their branch by either being flat out rude or just so indifferent and negative about their products that the caller will move on to the next bank. In some employees’ minds they get the same paycheck whether a customer opens an account at their bank or not. However, if they are remarkable enough on the phone to attract new customers to their bank then that means nothing more than extra work and criticism from the paycheck collectors around them. Sounds crazy doesn’t it? Well believe it… it happens every day. What’s an indication this might be happening in your branch or bank? Check out your phone shop scores and see if your bank is meeting standard. If not, then it’s probably happening. If you have a branch that is not growing the number of net new checking accounts then we guarantee this is happening. Don’t do phone shops at your bank? Don’t track your net checking account growth? What are you thinking?!?!?! Are you getting it?
