FINANCIAL MARKETING INSIGHTS
Stop hiring tellers—you need listeners
The moniker “teller” has been around in banking since time immemorial. And while it may feel comfortable to you, it sends unintended messages. It positions banker relationships as one-sided—with the bankers holding all the power—and the customer taking what’s doled out.
You can be better. Here are 3 ways to get started:
Shhhh! Stop using the *S* word.
Many community bankers struggle with getting all of their staffers to feel confident with business development. That’s because staffers are afraid of the *S* word.
Don’t tell them to SELL, teach them to LISTEN.
Use our “Business and Baby” rule as your internal rallying cry.
Don't "nice" your institution out of profitability
A bank president recently told me he lets safe deposit box rent renewal notices slide because he hates to bug people over something so small, and he wants to be nice.
It made me wonder whether he’s nice or just afraid to risk irritating a customer over a relatively small fee.
How a hound dog and a handshake bred enduring loyalty
My father-in-law Ralph was a WWII veteran and serial entrepreneur. Over his 94 years, he owned a night club, a dry cleaning shop, a demolition business—and more. He was an excellent negotiator and he knew how to lead and inspire a team.
And he knew first-hand the value of a strong banking relationship.
What Dale Carnegie and Beyoncé can teach bankers about relationships
Almost every community bank will boast that they know their customers by their names. But do you really?
And do you teach your bankers to go further than just recognizing familiar faces and say customers' names out loud? It might be a little old school - but it will be music to their ears.
