What is your opportunity cost per inbound call?
In other words, how much profit is lost per mishandled call that doesn’t turn into a lead, then a customer, then a full relationship?
I’m going to show you some math that’s going to make you a little bit crazy as an executive of a bank. (more…)
I believe people love to have positive attention lavished on them.
EVERY bank is facing these challenges. bank is facing these challenges. bank is facing these challenges. this episode, I’m going to show you how to take your already good customer experience and turn it into an experience your customers can’t help but talk about.
If you’re the kind of leader who is frustrated by the lack of consistently “over-the-top” customer service in your bank…where most of your customer encounters are fairly good but not all of them AND you’re not hearing “wows” pouring in daily.
A dear friend asked me a question one time, “Oh really, can you afford not to?”
And I thought that was one of the most brilliant questions I’ve ever heard.
I believe that we all have a secret desire to create legendary results.
In this episode, I’ll show you how to have your best year ever. We will discuss a step-by-step blueprint we’ve been honored to assist hundreds of banks to achieve and maintain top 5% performance in key metrics, such as Net Interest Margin (NIM), growth, Return on Assets (ROA), Return on Equity (ROE), and Efficiency Ratio. This system has been proven to double the profits of over 70% of the stock banks that have adopted it within three years.
Yup,
Many of us dream of working in an environment that energizes us and is surrounded by competence.
In this episode, I’ll discuss how you can improve your organization’s culture—the leading predictor of future growth and profitability—in just a matter of days.
Regardless of your current culture situation, the following four-step approach can help you dramatically improve it in just a few weeks.
Step 1: Plan a proven transformation that wins over 95 percent in a day. While this may sound impossible, numerous organizations have successfully transformed their teams to a “bring it on”
In this episode, let’s master the service culture.
Let’s look at four unconventional strategies to propel your customer service from good to “WOW,” creating a service culture so extraordinary that people can’t help but talk about it and refer their friends.
Whether you think your bank’s customer service is already top-notch, struggles with consistency across branches, or suffers from embarrassing service failures, these ingenious techniques will shake things up, catapult your results, and establish an exceptional, sustainable service culture.
Strategy 1: Break the mold. Traditional service training programs can’t singlehandedly spark a customer service revolution.
A formidable organizational culture score is the foremost predictor of future growth and profitability, as demonstrated by hundreds of organizational development studies. In this episode, let’s delve into a system that, almost invariably, has assisted our clients in elevating their culture scores every…single…year to create a workplace where people can authentically say, “Thank God It’s Monday!”
If you:
Believe your culture is already exceptional but wish to maintain its progress and safeguard it against potential threats, stay with me.
If, on the other hand, you are dispirited because your attempts to enhance culture have not yet manifested in remarkable performance and employee ownership,
I believe there are days when a workplace can feel more like an “adult daycare” than an office.
In this first episode, I’ll show you the formula that has transformed many crazy workplaces into places that authentically earned their designations as “best places to work.”
Not just great cultures but performance cultures where everyone ties to profit daily, weekly, monthly and quarterly.
If you’re the kind of leader…
Who feels you have a good culture, but there are just a few people who “stir the pot” and bring in their drama.
I believe that most people working in banks perform at a fraction of their potential.
In this session, I will show you how your people (like many bankers before them who couldn’t but now do) can average 6–7+ cross-sales and ALL the deposits in a way that never feels sales-y.
If you’re the kind of leader:
Who has been preaching to your people that you want all the deposits and all the cross sales, but you feel it isn’t getting better fast enough, stay with me.
Or,
I believe that banks often make the mistake of complicating simple tasks which is particularly true when it comes to deposit growth.
However, shifting our focus from “training” to “educating” can turn this problem into a big win in no time.
Training teaches people what to do. Education teaches people how to be.
Banks have been using the words “trusted advisor” for decades now but are only about 5% of the way toward being able to say those words with any credibility. Their teams simply don’t know what to do to make themselves the only banker that customers would ever need.
