Thirty to forty million Americans have been removed from payrolls as a result of the coronavirus pandemic and related shutdowns. This is just the beginning. A March 2020 Gallup poll shows that 61% of Americans expect a recession and 52% say it’s... Read More | Share it now!
Differentiate Your Bank or Credit Union – Help People Get on Track Due to Coronavirus Job Loss
3 Tips to Deepen Customer Relationships During COVID-19
While practicing social distancing, I’m tired of being cooped up inside, canceling plans and hunting for toilet paper. I miss seeing my neighbors’ warm smiles as they wave hello covered with the latest fashion-inspired mask. If you relate, your... Read More | Share it now!
Four Steps to Ensure Your Staff Uses Your CRM to Build Relationships
Banks and Credit Unions Are Focusing More on Member and Customer Relationship Cultures Our recent evaluation of new CRM software for our company reminded us of past bank and credit union clients that fretted their staff was not using their CRM and... Read More | Share it now!
Is Your Sales Training Aligned With Your Bank or Credit Union Brand Promise? – Relationship Selling in Action
Staff: “The last place I worked at didn’t really care about the customer and now I see the same thing here.” Execs: “We have some resistance to our sales program.” “We’re losing good people AND too many members.” Customer: “I... Read More | Share it now!
How To Get Staff to Engage Customers and Members and Use CRM Software, Part 1
Recently I (Bob) was coaching two bankers, an EVP Retail and VP Marketing. One of them sent me these two questions: “How do we get our frontline staff to engage current and prospective customers in conversation, develop conversations so they are... Read More | Share it now!
Financial Illiteracy and Worries Offer Opportunities – Be a Coach!
GenXer’s, GenYer’s and Even Some Boomers Need Your Help Eighty three percent of GenX workers age 36-49 believe they’ll need to save $1 million or more to retire and almost 1/3 believe they’ll need more than $2 million. So far, however, they... Read More | Share it now!
Three Pitfalls That Will Sink Your Business Development Program
Many Business Development Programs Are Nothing to Write Home About Business development doesn’t come easily for most banks and credit unions. Often it’s a combination of poor or no training, absence of a structured and proven sales process and... Read More | Share it now!
Goal Setting Practices That Annoy Customers and Demotivate Staff — Part 1 in Goal Setting Practices That Annoy Customers and Demotivate Staff
To grow your bank or credit union, it’s important to have big goals, targets and tracking in place to monitor your progress. The trouble begins when staff goals prompt behavior that annoys customers or members. An example is goals that result in... Read More | Share it now!
What Don’t You Know About Your Customers or Members? – Banking Relationship Management
I’m Your Customer and You Don’t Know Me In our work with banks and credit unions, we still hear some employees asking the wrong question: “What product or service can I cross-sell this member?” Are your staff asking questions just to help them... Read More | Share it now!
Stop Staff Resistance to Selling – Banking Relationship Management
Is Your Credit Union or Bank Sales Training Aligned With Your Values? “We have some staff resistance to our sales program.” (Execs) “We’re losing good people who don’t believe we’re sincere about looking out for our... Read More | Share it now!