A State of Gratitude [VIDEO]
A powerful Thanksgiving message on how gratitude shifts leadership presence, reframes pressure, and strengthens your bank’s performance culture.
Welcome to the Top 5 Percenter™ Blog
Don’t Let Your Customers Have “Frightening” Customer Service Experiences
Are your employees scaring your customers away because of their “ghoulish” service?
Do your team members know how to convert someone asking for a rate into a client delighted to pay premium pricing and immediately bringing all their accounts?
Most banks know they should mystery shop, and almost all the good ones currently do. But when it comes to getting the benefits out of that shopping—catchy sneaker slogans aside—“Just Do It” isn’t going to cut it. You’ve got to do it well. Unfortunately, even those banks making the effort to shop generally aren’t doing it right and in the process, they waste thousands of dollars in mystery shopping budget, and worse yet, millions of dollars of bottom-line impact.
It’s about more than just smiling and answering the phone in three rings… it’s about seizing a unique opportunity to teach employees how to stop a caller in their tracks from shopping around and then bringing all their business to your bank.
More From The Blog
How to Tie Everyone to Profit [VIDEO]
Most employees believe they’re top performers but can’t show how they drive profit. This episode shows how to tie every role to the bottom line, boost profit per FTE, and build a high‑performance culture in your community bank.
The Dangers of False-Attempt Sales Training [VIDEO]
Traditional sales training fails because it focuses on tactics, not transformation. Discover how to shift from sales training to sales culture and achieve lasting growth.
Master the Four Levels of USPs [VIDEO]
Escape commodity pricing. This episode shows how Level-4 USPs—proprietary, client-valued processes—let community banks command +150–200 bps and keep deposits loyal.
Stop Matching the Competition [VIDEO]
Rate matching drains margin. Install USPs that matter, differentiate, and promise explicit benefits—so buyers pay more without a price match.
Your Team Selling Checklist [VIDEO]
Tag-alongs aren’t team selling. Use this checklist to assign roles, split first vs. second call objectives, and run the pre-call prep that produces 85–90% close rates on top-100 prospects.
How Community Banks Deliver WOW Customer Service [VIDEO]
Most banks deliver “pretty good.” That’s not loyalty. This episode reveals a 3-step execution system—blended learning, measurement, coaching, and celebration—to engineer daily WOW service that sticks and grows deposits, margin, and community pride.
The Silent Profit Killer: How to Stop Rate Matching and Take Back Your Margin
Roxanne Emmerich exposes the hidden flaw in your strategy that’s quietly destroying net interest margin — and the proven path to take back your pricing power.
The AI Wild West
AI isn’t coming—it’s already here. Discover why most bank roles are now obsolete, and what your team must become to survive.
Your Plan Won’t Save You in a Merger—But This Will
Your plan won’t save you. A strategic planning system designed for high-stakes execution will. Here’s how top community banks avoid merger collapse.