During challenging times, the one thing you can count on is that desperate competitors and fly-by-night organizations are going to come in and try to take away your best customers.
Let’s face it, your top 100 customers, for any bank under $2-billion asset size, account for anywhere between 50 to 140% of your profits.
And you also can’t be matching the rate.
At the time of the inquiry, when someone calls in and says, “Hey, I’m one of your best customers, and I just got this offer from someone else and it’s looking pretty good,” is the time when your team member needs to get this exactly right.
When times get a little challenging, people can wig out and the team dynamics get a little interesting. But it doesn’t have to be that way.
Culture can be managed and culture can remain great, but you’re going to have to pay more attention to your culture than ever before during challenging times.
Does bank culture really matter?
Gallup tells us that if you have an average amount of disengagement, it will rob $3,400 from your bottom line for every $10,000 of payroll.
So YES, culture is a big deal.
According to BambooHR®, one-third of your people plan on dumping you in the next six months. Yikes.
This begs the question, what kind of glue do you need to make sure your very best employees stick with you during a time of accelerated “employee poaching?”
To be clear… Employee retention isn’t just about the pay.
Yes, extrinsic (financial) rewards matter—up to a certain level, according to research. But quite frankly, people are more complex than being about money.
They don’t just work for money. They also work for being a part of the team—making great things happen,
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,
