by Shaun Heuerman | Oct 27, 2011 | Customer Service, Mystery Shopping
Are your employees scaring your customers away because of their “ghoulish” service? Do your team members know how to convert someone asking for a rate into a client delighted to pay premium pricing and immediately bringing all their accounts? Most banks know they...
by Shaun Heuerman | Oct 20, 2011 | Customer Satisfaction, Customer Success
Here Are Five Ways to Improve Your Bottom Line and Customer Satisfaction 1) Bundle your products so there are no apple to apple comparisons: “Our 7-year mortgage program happens to come with free checking, free bill pay, free Internet banking, a free debit card...
by Shaun Heuerman | Oct 13, 2011 | Customer Satisfaction, Customer Service
Follow these ten steps to alleviate customer complaint calls and save your company name: COMMANDMENT #1: Express appreciation for the feedback. “Thank you for telling us about this. We appreciate customers who let us know when things aren’t right.”...
by Shaun Heuerman | Oct 6, 2011 | Managing Employees, Policies and Procedures
If you want to excel, you must excel at the implementation of every policy and procedure you roll out. Here is a 10-step template to make ensure each implementation rocks. Help every person “feel the pain.” Make sure people experience the pain of not fixing the...
by Shaun Heuerman | Sep 29, 2011 | Strategic Planning
Last week I revealed the first two bottlenecks that are roadblocks to creating a kick-butt strategic plan. Discover the remaining three bottlenecks described in today’s blog post. BOTTLENECK 3: No strategies in the strategic plan It seems ironic that a strategic...
