News Flash—Markets Don’t Dictate Premium Pricing [VIDEO]
Every time I meet a new bank CEO, I hear the same thing I’ve heard from thousands of other bank CEOs before. They say, “Roxanne, it’s different here.” Here, we have to...
I believe everyone loves to be well-taken care of.
In this episode, I’ll show you how to take a good service culture over the moon—to have a service culture that is so remarkable that everyone is talking about you and sending their friends.
If you’re the kind of leader:
Banks seem to have the same challenges to keeping a “so good everybody is talking about you and sending more people” service culture.
First, while executives tell their community they have “great service”—there are those in the community that takes exception to that and the executives don’t even know what they don’t know.
Another is that as new people come in, the service culture standards are not implemented as consistently.
Also, one bank told me recently that they tried both external and internal training, and both became a “this too shall pass” experience.
It seems like almost every bank has at least one of these service challenges.
Now, I’m going to give you a four-step approach that will make your results dramatically different in a few weeks, so you can sleep at night knowing that your brand is not being destroyed and big deals are not being lost.
Step 1: Stop the “we’ll try this and see if this works” approaches—they don’t work. Don’t even think about bringing in a service training firm or hiring a trainer as a solution. “That changes our service remarkably and sustainably,” said no banker, ever!
Step 2: Create a plan to do a massive rollout that is emotional, applies organizational development principles and has a tremendous amount of processes designed to KEEP the score up once you move it up.
Step 3: When you roll out the phone standards, make sure the right systems are in place to move the scores from 3.5 (the average BankShop® score, the largest database of mystery shopping for banking as it applies to developing business) to over 9.4 within six weeks. If you can’t legitimately KNOW that you can up your score that fast and have zero chance of missing it, don’t do a rollout. Every weak rollout is simply another opportunity for you to affirm a “this too shall pass” culture, making future and more complex initiatives even harder.
Step 4: Once the first plate is up in the air, it’s time to roll out the other moment of truth with the same process and move those from three’s to 9.5s. Most important, it is key to keep those scores up once they move up, or you will exhaust yourself with “redos,” and your service will never make it to the “remarkable” level that actually attracts the best of the best clientele.
Let’s repeat those four steps for clarity:
If you are a qualifying bank, BankShop will provide you some free shops to see how you compare to their 25-year database of community banks. Click on the ( ) to start your shopping process.
Make sure you tune in next time where I’ll show you how to transform your culture scores—arguably the most important metric in your bank.
Every time I meet a new bank CEO, I hear the same thing I’ve heard from thousands of other bank CEOs before. They say, “Roxanne, it’s different here.” Here, we have to...
Have you ever rolled out of bed on a Monday morning, fired up and ready to take on the week, only to be met with a flood of excuses? You’re pumped, you’re ready to go,...
So, I’ve had a mentor for about 30 years now. He’s one of the wealthiest people in the country, and when he came here, he had just fifty bucks in his pocket. He once...
So, are we as an industry overly regulated? Absolutely. But here’s the thing: when I sit down with my CEOs on Fridays—many of whom are in the top five percent of...
Are interest rates going up or down? Short-term or long-term? What? You don’t know for sure? Well, that’s actually a good sign. It means you’re thinking because...
Ready to transform your team? Click here to watch our free masterclass to discover proven strategies for tackling low performers, improving communication, and building...
Ready to unlock the secrets of high-performance cultures? Click here to access exclusive tools and insights, including Next Action Templates and the National Study of...
Merry Christmas to you, your team, and your family. At a time like this, we should stop and reflect on what this holiday is all about. It's all about family, and we...
Ready to build a high-performance culture? Click here to watch our exclusive masterclass and discover proven strategies for driving excellence in your organization....
Have you ever noticed it's a whole lot easier to get top performance from somebody who has more capabilities to be a top performer? So here's the challenge that I've...