Polite service is the foundation, but truly helping a customer solve a problem builds relationships.  Customers build relationships with people who help them.   Introduce a new customer to everyone that they might encounter.  This engages the customer and makes… more >

Knowledge is a threshold expectation held by customers, whether it is regarding products, services or solutions.  The customer who receives a confident answer to their question develops trust in the bank’s ability to accurately manage their finances.  Their experience, whether… more >

In How to Win Friends and Influence People, Dale Carnegie wrote “Remember that a person’s name is to that person the sweetest and most important sound in any language.” This is as important today as it was when Carnegie penned… more >

It is important to make customers feel welcome as soon as they enter the branch. Customers who are greeted immediately feel more comfortable, find the wait time more acceptable and overall are more satisfied with their branch experience. Ninety five… more >

  Teach employees to greet every customer with a smile whether in person or on the phone. Ask yourself: How would I greet someone I know and like? Then greet every customer that way.   Hire employees that love working… more >

Determine the top three things you need to know about every customer. How long have they been with you? How many products and services do they have with you? What is their favorite topic of discussion?   Based upon measurement… more >

Treat every customer that walks through the door as if they are a family member. They should be greeted within 5 – 10 seconds of entering your place of business.   Offer customers personal attention, even if they don’t end… more >

Understand which of your customers have only one product with you, and think about what cross-sell might be appropriate. Set up a calling list, and prepare to make calls every day to those customers.   Educate your customers, in addition… more >

• Make sure your team has clear goals and explanations of ways to achieve those goals. • Ensure that your team has the training to develop the skills they need to achieve their goals. Simply demanding better results isn’t going… more >

10. Understand that all buying decisions are first emotional ones. Speak in benefit language that acknowledges what is valuable to that customer. 9.    Treat customers fairly. If you made a mistake that cost them money, then fix it. Don’t defend… more >