Trees Falling Silently On Your Profits

“If a tree falls in the forest and no one is there to hear it, does it still make a sound”? Of course it does! If your employees are doing a poor job of handling your phones, but no one in the bank is there to hear it, is it still a poor job? Of course it is! We find it amazing to see the number of community banks that think they are relational and offer great customer service that are actually the complete opposite of what they think they are. In fact, about 95% of community banks are not meeting basic phone standards because they aren’t keeping score. What’s really crazy, is they believe their service is great, but they never seem interested in actually scoring it or finding out if their assumption is even true. If you never verify, score or shop the quality of your service and just assume it’s great, then you’re no different than the people who think trees fall silently in the forest. Good luck with that… Ignorance is bliss!