Customer Service: So You Think You Have it Wired?
If everyone in your office handles your phones with great care—you all answer in two to three rings, answer with enthusiasm and confidence, handle the customers’ needs,...
Most community bank executives blame performance pressure on regulation, rates, or talent shortages. Top performers don’t.
In this week’s video, Roxanne Emmerich delivers a blunt wake-up call: overregulation isn’t the problem; execution is. Every bank faces the same regulatory environment. Only a small percentage choose to operate above it.
Top five percent banks stop complaining and start playing offense. They price loans for value, not fear. They build funding strategies anchored in non-interest-bearing deposits. And they execute a repeatable performance system, regardless of who’s in office or where rates land.
Here’s what separates the winners from the whiners:
Premium pricing beats volume chasing when your credit discipline and value proposition are aligned
Low-cost and no-cost deposits are built intentionally, not accidentally
Top performers operate from a franchise system, not hope, hustle, or heroics
The market always rewards banks willing to execute at a higher level. It punishes those waiting for conditions to improve.
If you’re ready to stop reacting and start running your bank like the top five percent already do, this video will challenge your thinking and your excuses.
Discover how elite banks win inside the same constraints you face.
Watch now.
Are we overly regulated as an industry? You better believe it. And yet, when I get my CEOs together on Fridays, many of them are the top five percent performers in this country.
One of them said it best. He said, “You know what? I don’t care who gets elected. I don’t care who does whatever, because at the end of the day, I still have to go out, make some loans, bring in deposits, and make a profit for my shareholders. So all I can do is just do what I do best in a world of crazy.”
That’s a really good attitude. I got a lesson that day.
Stop whining about the overregulation.
Stop whining about the interest rates.
Stop whining about how hard it is to get people.
Go get good people. Go understand that all of your competitors have the same overregulation you have—and get on with it.
At some point, we’ve got to pick it up, put on our big boy pants and big girl pants, and get out there and get it done.
The world is always creating space for those who make good quality loans at premium pricing and bring in non-interest-bearing deposits to fund them. Those are the ones whose names end up on the door.
If you keep complaining about overregulation—unless you’re going to get in there and fix it, which for many of us you can’t—here’s the thing:
Overregulation will continue. But all you’ve got to do is make premium-priced loans and bring in low-cost or no-cost deposits, and the world is your oyster.
Join me at the next Breakthrough Banking Blueprint™ Bootcamp, where I’ll show you the blueprint the other top five percenters use.
They weren’t top five percenters until they discovered it.
Why wouldn’t you want the franchise system that has taken hundreds of banks to top five percent performance? If they can do it, you can do it.
Am I going to see you there? I hope so.
If everyone in your office handles your phones with great care—you all answer in two to three rings, answer with enthusiasm and confidence, handle the customers’ needs,...
According to research by Ward-Green & Hill Associates, ninety-three percent of our insights are reached because of non-verbal communication. The human body can make...
Remember the pizza company that rewarded its employees for on-time delivery? If the pizza wasn’t delivered in 30 minutes, the customer received it for free. What they...
Your green light has suddenly turned red. What happened? You’re out of your zone? The cosmos are conspiring against you? Well, believe it or not, your sales funnel...
A picture is worth a thousand words. Cliché? Yes. Lie? No. The brain thinks in pictures, not words. When you are proposing your solutions, your prospect is much more...
Picture yourself in the driver’s seat of your dream car, ready to go—but the windows are all painted black, and there are no gauges. You turn the key, and the engine...
I finally read it. I had heard about it from at least twenty people over the years who talked of it being a powerful book that shaped their world: Acres of Diamonds....
The media seem to be doing their level best to keep folks jittery. So it's not surprising that consumers are sitting hard on their wallets, convinced that the monsters...
A teacher read a story to her second grade class about a village of fishermen. “Take out a sheet of paper,” she said, “and I’d like you each to draw a picture of the...
The message is clear: if disaster is what you’re after, surround yourself with “yes” men. They’ll be good company in the lifeboat.