Today we’ll briefly discuss another Moment of Truth...those small things which can have a large effect, positively or negatively, on our customers and potential customers. Today’s subject revolves around defining and practicing what I refer to as “Cross-Serving”, instead of “Cross-Selling.” I’ll only briefly overview it here, but if you’d like to discuss it in more depth at no cost or obligation, e-mail me or contact me by phone at your convenience. I’ll be delighted to help.
Cross-Serving represents an attitude centered around helping the customer or prospect. Cross-Selling in banking is focusing on products and services the bank wants to sell more than focusing on what the customer or prospect really wants or needs! There is a huge difference. When we and our staffs remember to ask ourselves, “What services do we offer that would really benefit (customer or prospect name)”, we’ve taken the right first step. Step 2 is a simple check of CIF to brief us on the services, if any, the person currently has with our bank. CIF also logically clues us to many services the person doesn’t have with us.
Cross-Serving is not bank focused. It is customer focused. And, the customer or prospect can tell the difference instantly! It’s the difference between trying to force a drink of water on someone, and asking a thirsty person in the desert if they’d like a cold drink of water!
Cross-Serving. Something you and your staff can learn to do that the customer or prospect will genuinely appreciate.
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