Drama Detox: The Leadership Move That Eliminates Gossip and Ignites Results
Gossip and blame quietly destroy performance in many banks. Discover how leaders eliminate workplace drama and create a culture where top performers thrive.
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
The Real #1 Motivator at Work (It’s Not Pay)
Most executives assume pay motivates employees most. Research shows the real driver is daily progress—and leaders who define it unlock higher performance.
Stop the To-Do List Madness: Use Behavioral Economics to Drive Bank Profitability
Most banks reward activity. High-performing banks reward profitable activity. Discover how behavioral economics reshapes execution and margin.
Accountabilibuddies: The Missing Link to Real Bank Performance
Most banks say they want accountability. Few build it. Discover how to create mutual accountability that strengthens culture and improves performance.
Profit connect: Tie every team member to measurable bank profitability
Most bank employees believe they’re top performers. Discover how to align every role to measurable profitability and eliminate hidden performance drag.
Why Culture Cannot Be Delegated
Most banks pretend that culture can be delegated. Wrong. Elite banks weaponize culture as their profit engine. Here’s the system CEOs can’t ignore.
Why Your Team Can’t Charge Premium Pricing—And How It’s Killing Your Legacy [VIDEO]
Premium pricing isn’t a tactic—it’s a mindset. When belief is missing, margin and legacy are at risk.
News Flash—Markets Don’t Dictate Premium Pricing [VIDEO]
Banks don’t lose margin because of the market. They lose it because of belief systems that keep them competing on price.
Higher Net Interest Margin With Less Risk – Fact or Fiction? [VIDEO]
Most banks chase NIM by matching rates. Top banks raise pricing by changing positioning. Here’s how they do it.
Rate Risk is a Big Risk—Play Smart [VIDEO]
Guessing interest rates is not a strategy. Here’s how top community banks remove rate risk and stay profitable.