Breakthrough Banking™

Videos May Be Viewed In Any Order

Legendary Customer Service: Getting and Keeping Customers for Life

• The ultimate secret of best-in-class customer service
• Why “you never get a second chance to make a first impression”
• See your bank the way your customers do—and why doing so is critical to its success
• Create a plan that delivers “Wow” customer service daily

Recovering from an Oops: How to Keep a Customer After You’ve Made a Mistake

• 9 simple steps to make the customer love you again after you’ve messed up
• Strategies to diffuse anger and get everyone to keep their cool
• Create solutions that are “win-win” for both you and the customer
• Develop an effective follow-up plan
• Build a stronger relationship with the customer than you had before you made the mistake

We Have to Stop Meeting Like This: How to Run or Attend a Results-Oriented Meeting

• Why most meetings are a boring waste of time … and why yours doesn’t have to be
• Create an actionable agenda that produces results rather than talk
• Get rid of tangents, whining, and other time-wasters that make unproductive meetings drag on and on
• Get participants to stick to the agenda—without turning them off
• Follow up on meetings so the participants follow through

The Ultimate Banking Sales System: Your Step-by-Step Action Plan

• 6 things you should always tell the prospect before discussing rates
• Finding and selling your bank’s UCA (Unique Competitive Advantage)
• The “hidden” psychology of every successful sales presentation
• Turn every prospect into a customer

Peak Performers: Secrets of the Top Achievers

• Develop the “can do” attitude
• Improve your results and effectiveness
• The #1 attribute of the highest performing people—and how you can develop it in yourself and others
• Secrets of thinking like an entrepreneur
• Why every job is critical to success

Establishing Rapport: Selling Yourself With Confidence

• Talk the prospect’s language—not yours
• Lord Chesterfield’s winning secret for getting prospects to like you
• Show customers you are concerned about their needs
• Create comfort and synergy with your customers
• Read people like a book

Converting Inquiries Into Sales: Finding the Customer’s Hot Buttons

• What Socrates can teach you about successful selling
• The 5 elements of a good sales question
• Move prospects quickly from disinterest to desire
• Eliminate the competition from the prospect’s mind
• Close every sale

Working Together: Moving from Group Chaos to Team Synergy

• The 4 stages of development—and which one your team is in
• Analyze team strengths and weaknesses
• Work together more effectively
• Set team goals, roles, vision, and expressions
• What Michael Jordan can teach you about being a team-player

Creating Harmony: Dealing With Conflict on the Job

• Know your conflict style
• Get to the root of any problem quickly and efficiently
• Give feedback that improves results without creating chaos
• Accept and acknowledge feedback
• Cope with even the most difficult people

Hoopla: Building Fun Into the Workplace

• Create a plan to change your counterproductive ideas, habits, and misconceptions about motivation
• Explore the documented effect of optimism on results
• Get passionate about how your work impacts the world
• Break down workplace silos to create fun and enlivening rituals
• Celebrate, encourage, and make a difference in the lives of your co-workers and customers

Focus: Making Power Goals Happen

• Set goals—business and personal
• Get what you really want (not what others think you should have)
• 5 steps to making your wildest dreams come true
• Common goal-setting mistakes … and how to avoid them
• Create the action plan that will get you to your goals

Powerful Leadership: Leading People to Greater Performance

• The top 10 attributes followers want from their leaders
• Get your people and objectives aligned in the same direction
• Motivate people to go beyond their job descriptions
• Create a vision that inspires people to a higher level of performance
• Why leadership is more about you than the position you hold