In talking to hundreds of bank CEOs, I've heard the same repeated message. We've got good people.   They have good customer service skills, but they don't really know how to bring in the entire relationship at premium pricing, and they don't really know how they tie to profit. Well, if you have this problem, you're not alone because this is the common thing....

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....

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...

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!”...

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...