Excuses will doom your “Relationship Based Culture”
Community Bankers… the little guy, the ones who offer the best service, the caring people, the local bankers making local decisions, and the list goes on. Seems like we have it all covered, but walk into a bank and hold someone accountable to these same statements and watch the excuses fly. We’ve heard pretty much every excuse for non-performance over the past 20 years, but we do have some favorites as we go into any community bank to start an incentive plan, conduct phone shops, or implement a complete advocate-based relationship culture.
- Our situation is completely different or unique – This is ridiculous, but it happens to be one of the top excuses we get when implementing an advocate culture or when asking employees to cross-sell products. If we only had the proverbial nickel for every time we heard this. We’re different? NO, you really aren’t! You’re a community bank, you have customers, you have employees, you’re in a town somewhere in America, and you have the same excuse that many others just like you have. Actually, you’re more alike than you can imagine. This is a comment mostly heard from the status quo protector.
- Our customers have everything they need – Unless time has stopped in your community, then they don’t have everything they need at your bank. I live in a small town where my primary bank is a community bank with over 50% market share. I do have everything I need, but it’s not all done at this bank. I’m actually open to having all of my business there, but no one has ever asked for it or talked to me about it. This excuse makes no sense whatsoever and is often heard from employees that just don’t care about their customers or they don’t like the idea of what they perceive as extra work. They’re in a comfort zone and they want to stay there.
- We’re too busy or under-staffed – You think you’re short-staffed now? Wait a few more years. Branch banking is changing. This excuse is another way an employee admits that she’s not organized, too lazy or is a status quo protector longing for the good old days. We often hear this from employees the day before a holiday or at 2pm on a Friday as if they were completely taken off guard. This excuse is most often heard from lazy employees in poorly managed branches/departments. It’s not uncommon for this employee to be above level 300 of Candy Crush or to have a smartphone on her desk at all times so she doesn’t miss that emergency text from her BFF.
- We don’t have the products, services or technology we need – We’ve yet to come across a bank that doesn’t have the products and services to compete. Every bank we’ve seen offers checking accounts and loans. All have a phone, a computer, an online presence, and even an ATM machine. Now, sadly we have seen some phone systems in community banks that have left a lot to be desired as well as extremely slow internet connections that cause delays in the branch. However, simple communication standards can highlight these legitimate issues and then it will be up to management and leadership to solve them. This excuse is common with employees who have a weak manager.
- We need more training – This is the #1 excuse for employees that just don’t want to sell or live up to any basic standard or accountability. It’s a way of moving the performance bar. This is the employee that is training on basic phone standards and after a sub-par shop score, asks for more training while maintaining a straight face. This same employee can’t cross-sell products because he needs more product training. Training and coaching are definitely needed but at some point, accountability must kick in.
The solution…
These are the excuses non-relational, status quo protecting employees give. When they’re valid, it’s important to listen and implement solutions. When they’re not valid, it’s critical to address the excuse directly with the one making it. Ask the next question… “Why is it different here?” or What products or services do you need to better do your job?”. In most cases, a bank that is overrun with excuses is one whose leaders and managers are also making excuses. We’ll cover the top 5 excuses of Leaders Managers in the coming days.
These are our top 5 and we know there are many others. Let us know some of the top excuses you hear.
