Frequently Asked Questions

Q: What key factor has significant impact on improving sales and service results?

A: Coaching and mentoring your staff. When managers relentlessly work each month on helping their employees lift their levels of performance to meet and exceed expectations, you will win. If there is not a commitment to coaching and mentoring you will not achieve your potential.

Q: Does it take a long time achieve the results I want?

A: There is immeasurable opportunity for short-term results. These are customers walking out of your doors today with unmet needs. We call that “low hanging fruit.” However to achieve long term, sustainable behavior changes takes longer. Plus it takes a system. We believe that a transformation of this magnitude takes a holistic, comprehensive plan.

Q: What is the value proposition for me?

A: First, we have developed a process that works. It has been developed and refined by more than 300 organizations we have worked with. It identifies all of the components needed for success and then weaves them into a synergistic system designed to achieve your desired results. In addition, we offer a multi-phase process to move performance to a higher level with each step.

Q: How do you sustain the performance change?

A: The more committed you are to the process, the quicker you see results. If you get side-tracked by the next 'cool thing', then it will take longer. Commitment and focus on what is really important to you is fundamental. You will need to align your whole organization with your overarching plan, set the priorities, then measure, monitor, and maintain.

Q: How important is measuring organizational performance?

A: It has been said that you can't manage what you can't measure. Measurement is a means of collecting critical data that provides feedback to the user about current performance or trends. This data becomes input to the daily, weekly, monthly coaching and managing processes.

Q: What should I measure?

A: You want to measure those things that will help you differentiate your organization from your competition in a way that your customers will notice. This goes way beyond the routine financial measures used by all organizations. You need to identify the key areas that are unique and important to you and the experience you are trying to create for your customers.

Q: How is your program different than others we are considering?

A: We take a holistic, long-term approach to your success. We do not recommend the quick fix, short-term-gain approaches because that is just what they are short-term. When you put a band-aid on a problem and remove it too quickly, you can create an ugly scar. There are nine key areas we suggest you focus your time and energies on to make sure you proceed in a balanced and integrated way.

Q: We tried a sales program and it didn't work. How can we be assured it will work this time?

A: Unless you specifically ask, we do not offer a 'sales program.' Sales programs are training events. It takes an integrated process to support the training delivered. That does not mean we will not provide you with great training workshops. We do. We also provide the pros and cons of whatever approach you choose based on our years of experience. We will always look at your request in a holistic way.

Q: What results can I expect?

A: You can expect to have an energized workforce who work together to achieve your goals. You can expect your cross-sale ratio, household penetration, and customer retention to improve, which in turn will impact revenue and growth.

Q: Do you also work with the support areas of the bank?

A: Absolutely! We view your financial institution as a single organization with many operating parts whose single purpose is meeting and exceeding your customers' experience expectations. If the entire organization is aligned, you will have greater success.

Q: Do you have several levels of employee development?

A: Yes. To make sure you get exactly what you need, we will meet with you to understand your objectives and recommend a tailored solution. We have instruction for every type of employee you have. We also have a progressive learning and training curriculum that lifts your employees to higher levels of performance. View Employee Development Grid