Banking Moments of Truth, Session 5

Moments of Truth...small things which can have a large impact, positively or negatively. We’ve already overviewed four of them, and today we’ll add a fifth one to our brief discussions.

Someone calls you on the phone, but you’re in a meeting, with a customer, out of the office, or tied up in some way. They leave a number with someone in your office, or on your voicemail, for you to call them back. They don’t know how busy you are, that the bank examiners are in the bank, that tomorrow is Board meeting day...or whatever. They just want you to call them back. He or she may logically realize that you’re busy, but emotionally to the person leaving a call back number, calling them back is the most important thing you have to do today!

So what do you do if the whole day has rushed by and its time to go home and you have a stack of calls to return? You know the answer. Perhaps its a quick call to thank them for calling, and setting up a time for a longer time to talk, or calling and leaving a message that you’ve been tied up all day but that you’ll call them back in the morning. Then making a note to yourself to call them back in the morning....and calling them back the next morning.

I could go on and on, but the message is clear: never leave for the day without at least making an attempt to call back everyone who has left a message for you to call. Will you always be able to do that? Probably not. But openly and honestly trying your best to do that puts you way ahead of most of the competition with this important Moment of Truth.

Banking Moments of Truth, Session 3

This session on banking Moments of Truth briefly overviews one element under the broad heading of, “ Listening.” In future sessions we’ll overview other subjects under this heading.

In many banks the group in banking that management least tends to solicit input from, and listen to, is its tellers and CSR’s. These key staffers often see and talk with more customers daily than management sees and talks with in a week or a month. Plus, customers tend to open up to tellers and CSR’s about their likes and dislikes more than they tend to open up to management. As we recommend programs to banks to not only train their tellers and CSR’s, but also to actively seek their input, we occasionally get comments from management that focused efforts to seek teller and CSR comments would only end up in “ gripe” sessions!

In working with tellers and CSR’s for years, we can emphatically say that nothing could be further from the truth! As a group, tellers and CSR’s are dedicated to the bank and helping it succeed , and giving them opportunities to input is sincerely appreciated and effective for the bank. You may be able to initiate and develop these programs on your own, but if you need help, get it from us or from someone else you know can help. Soliciting input from your tellers and CSR’s. It’s a listening Moment of Truth that is much too important to delay acting upon!

It's Time To Get Our Pride Back

I especially enjoy the Summer months, especially since my wife and bought a house with a beautiful swimming pool seven years ago. This time of year, when I've been really busy, or travelling a lot to see clients, or just need to think, I often grab my favorite float and just float around the pool, mentally solving all the world's problems!!! On the 4th of July we had our kids and grand kids over, and amidst the family fun, food and festivities, we had the chance to reflect on the pride we all need to have in our great country. We may have our problems, but there has never been a country as great as this one, or a country that has helped so many other countries across the world!

Last night in the pool, I was thinking about our banking industry, and the pride we should have in that too. As I work with our client banks and talk to customers across the country, I find that most people don't buy the news media doom and gloom coverage of " the banks", and I find that the vast majority of people still highly respect their banks and bankers. And for good cause. I rarely meet a banker that is not committed to the service and services that help his/her customers and communities! Providing strong financial services has always been a key to our nation's success, and that's not going to change. Take pride in what you do, who you serve, and how much you help people. That's a healthy pride, a pride you've earned!!!!