Your Bank Doesn’t Have a Performance Problem—It Has an Accountability Gap
Most banks don’t have a performance problem—they have an accountability gap. Discover the system top banks use to drive execution.
Welcome to the Top 5 Percenter™ Blog
Customers and Prospects Demand Excellence in Stressful Times [VIDEO]
Now is the time that customers and prospects demand that you are excellent at what you do. I have a friend, and a vendor to my business, who told me that because a big chunk of his income comes as a result of community banking, he thought he should switch over his account and work with a community bank. So, for the first time in his life, he went to a community bank and opened an account. Astonishingly, he said there was no one who could open the account until a woman, in her seventies, showed up and said she was the only person in the bank who could open the account. He talked about how she had to write everything down on a piece of paper before she could put it into a computer because she wasn’t skilled at the computer. And so, it took a very long period of time.
Video: Customers and Prospects Demand Excellence in Stressful Times
Think about the impression that creates. The results that we get in terms of attracting more customers as a result of the talkable experiences and those talkable experiences better be “wows” not “un-wows”. Unfortunately, this is a time when too many banks aren’t paying near enough attention to their customer experience, making sure there is massive value added in extreme ways and that it’s visible to all. That this is the only bank people should be coming to because of what you do and how you do it.
So let’s go back to the basics and have mastery of the core things like how we answer those phones and make sure those mystery shopping scores are just as close to a ten, on a one-to-ten scale, as can be humanly possible to make sure that the account opening experience is a wow. And, if you’re not getting six or seven additional accounts when you’re opening up on a prospect as they come in, that tells you that the experience is not good because cross-sales is a measure of trust. So now is the time to get into mastery of the skills if you want to be one of those banks that emerges stronger at the end of this.
– Roxanne Emmerich
Please watch the video above and share it with your exec team and board.
More From The Blog
Your Marketing Isn’t Broken. Your Positioning Is.
Most bank marketing does not fail because the message is weak. It fails because the bank has no compelling position in the market. In this video, Roxanne reveals how community banks can sharpen their USP, strengthen credibility, and win more business without racing to the bottom on rate.
Why the Top 1% of Banks Win While Everyone Else Spins
Most banks rely on effort. Top banks rely on systems. Discover what separates the 1% from everyone else.
Stop Nice. Start Accountable: Why Your Culture Is Failing (and How to Fix It)
Most banks don’t lack accountability—they tolerate avoidance. Discover how to build a culture that drives real performance.
Healthy Dissension: Eliminate Toxic Disagreement Before It Erodes Your Culture
Toxic disagreement is silently eroding your culture. Discover how top bank leaders turn conflict into performance—without the damage.
Banish the Culture Ghosts Sabotaging Your Bank’s Performance
Most banks tolerate toxic behaviors longer than they should. Discover how “culture ghosts” sabotage performance—and how to eliminate them for good.
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.
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.