I talk about banking with a lot of people. So last month, someone told me about accidentally hitting “submit” on an ACH twice. Fortunately, a banker called right away to inquire about whether it was a duplicate and got it reversed. There was a $30+ charge for that fix, but it saved some money and hassle in the long run.
Now, compare that to an accident the bank made on this same company’s credit card accounts.
When a business development team gets charged up and ready to call on prospects, they’re often so eager to talk, they forget to find out about what’s keeping the prospect up at night.
Leading with what you have to offer is wasting that precious appointment you finally booked. Start with your prospect's pain and you'll have a much more productive conversation.
It’s been a while, but I’m still fuming about the dry cleaner who wrote my name inside my clothes. With a Sharpie. Really!? This isn’t summer camp and I’m not 8 years old.
While this happened months ago, I’m still dismayed.
Many financial institutions struggle with differentiating themselves in this commodity-mindset industry. “We need a new slogan,” they say. And, “let’s talk about our great service.”
Service is not a position and you’ve got to pay more than lip service to your brand.
Everyone is busy. Like many high-performing employees, your people may be running as fast as they can. The problem: somewhere along the line, they’ve been taught to mind their own book of business, not the business of the entire bank. They're in the dark.
