“Pretty good” service is killing your brand. Community banks don’t win on “fine”—they win on “WOW.”

In this episode, we expose why most service initiatives fade and how top-performing banks engineer daily “that was amazing” moments that customers can’t stop talking about.

You’ll discover a no-nonsense framework that replaces random training days with an execution system: blended learning, relentless measurement, visible celebrations, and coaching that—by design—moves the needle fast and keeps it there. If you’re tired of rate shoppers, dropped balls, and front-line inconsistency, this is your playbook to build a talk-about-it-all-over-town reputation without adding headcount.

In this video, you’ll discover:

• The 3-step WOW system that doubles and triples key service moments in weeks—then sustains them.

• How to kill “parts disease,” so customers stop seeing isolated tasks and start feeling orchestrated experiences.

• Who owns service (hint: everyone), and how executives align measurement, coaching, and celebration so “This too shall pass” never returns.

Your customers deserve unforgettable. Your brand deserves irrefutable. Build the service culture that grows deposits, margin, and community pride.

Watch the episode now and map your first 30-day WOW sprint.

I believe people love to have positive attention lavished on them. In this episode, I’m going to show you how to take your already really good customer experience over the moon. If you’re the kind of leader who is frustrated by the lack of consistently over-the-top customer service—where most of your encounters are fairly good, but not all of them—and you’re not hearing “Wow!” is pouring in daily, you’re going to love to discover how that can all transform quickly and sustainably.

If you are thrilled by your service culture already, you will love this because we will explore the next level. There is always the next level, right?

And if you’re the kind of leader who is exasperated when your people miss deadlines, don’t wow the rate shopper into being a buyer on the phone, or fail to notice the little things that customers tend to see but some of your team members don’t address, you’ll love finding a path to consistent Wow service. There are a few trials to getting a knock-them-alive service culture in place.

First, fewer and fewer of the youngest generation are aware of some of the “how to be” social graces—from opening doors for clients to proper greetings, or even walking with the customer to introduce them to someone else in the bank instead of pointing them in the direction. Next, nobody thinks it is their responsibility. The executive team is too busy with big-picture things to execute.

The head of retail says, “Not my circus.” The head of commercial—well, we don’t even need to go there. That isn’t happening. The head of marketing doesn’t quite equate it into their role, even though it’s probably most closely aligned with that position compared to any position—but regardless, no one’s stepping up. And of course, nobody really knows how. The only trick the pony knows is to bring in a speaker from the Mouse-with-Big-Ears Institute, and now everybody is more aware of what they should do—but—but it’s still not happening and is surely not sticking.

Every bank has this problem, and as a result, their people have parts disease. Customers are coming in and looking at their parts. I’m now going to give you three steps that will dramatically improve your results within just a few short weeks.

Step One. Unlike so many customer service transformation attempts that involve training and maybe a little mystery shopping to follow, you need to do it right the first time—with a plethora of ongoing approaches to measurement and celebration and accountability systems—combined with blended learning, several types of learning approaches to make sure that it all sinks in and stays.

Step Two. In contrast to the “hope this works” attempts made in hundreds of banks every month, when you move the first needle up, it must go all the way up. Do you remember this from your childhood? “Young woman, when I ask you a question, I expect an, ‘That’s right,’ answer.”

Well, that’s what you need to expect when you roll out any customer-service moment of truth. You need to put the systems and coaching in place to absolutely, undeniably double and triple that needle in a few weeks.

Step Three. As opposed to the “let’s bring in a training company, that’ll do it” approach—or even the “let’s hire a trainer to do this” approach—customer service rollouts and the systems, coaching, measurements, celebrations, and visibility need to be an all-out effort where a team who knows exactly what to do is aligned with the strategies of the executives.

So three things: blended learning with a measurement system combined with the coaching and celebration that truly moves the needle with blow-away progress that is immediate—and follow that with a sustained and advanced process so you don’t ever hear those ugly little words that kill your profits: “This too shall pass.”

By doing this, you get the satisfaction in your soul that you don’t have good customer service—you have talk-about-it-all-over-town service that grows your bank and your community’s pride in you.