I just got back form Richmond, Indiana (near Indianapolis, Indiana) where I spoke to the entire staff of First Bank Richmond. They have been going through some tough times lately— and not just the general strife all of the banking industry is enduring. They just updated some huge systems, and the process has been good but painful. This group needed to come together as a team, celebrate their successes, and celebrate their conversion to this new complex software system.
(Check out the bribe below!)
It was a a hoot….check out a 1 minute sample:
Here’s my bribe: Hey First Bank Richmond folks!!! What are you going to DO differently at work (and/or at home) based on our time together on Veterans Day?
I’d love to hear how you plan to “create stories” for your customers. Sure, you probably can’t create an awesome customer service story for EVERY person who walks into your bank, but certainly you could create one awesome experience per day?
Personally, I think creating one story per day is a bit lame. Can you do two? Three? Five?
And most importantly, how are you going to make the creation of these customer service stories fun for YOU? (Remember, if it’s fun you’ll do it. If it isn’t, you probably won’t.) What systems or processes or rewards can you put in place so that these stories become part of your First Bank Richmond culture?
Use the comment form below to share your ideas and I’ll send you a gift. No, not a pony, but still fun.
Do you need an outside speaker to help get your bank — or other organization — to where it needs to be? Go to the contact page now.
Banking Speaker, Motivational Speaker, Fan of First Bank Richmond
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I have an employee who walks one of our customers to her car after her deposit every time she comes into our branch. She is an older woman who comes in to get change for her business. She also gives him a little peck on the cheek too! Now that’s what I call first class service! HOW COOL IS THAT! :)
Something I plan to do more is joke with the customers. When someone comes in and asks if they can withdraw money from their account, I very seriously say, “No, I’m sorry, we don’t do that here. We only accept deposits.” The look on their face is priceless and after I crack a smile, they start laughing and comment/continue the transaction. This may not be a huge, wonderful story to tell others but it makes them feel good and they may go home and tell someone that a teller made them laugh. It makes me warm and fuzzy to know that I got someone else to laugh. Who knows…they may have needed it. As long as I can create a smile, it’s enough to do it again.
Just say how cool is that!!! Which is a compliment to other person, a happy person, is a happy C_s_o_e_!!!!
Oh my, what is the word around the bank? Not CD’s? No interest bearing accouts, but??? How cool is that???
Thank-you I think everyone enjoyed themselves, I have never laughed so hard. Thanks, Pat
I’m the marketing director, so my goal is to always push people out of their comfort zone to make them better employees. I’ve been toying with a concept that some of the Arby’s restaurants use. They have a captain bell on the wall at the entrance/exit to the store with a sign that says, “If you had great service at our restaurant, ring the bell.” They have a similar sign at the drive up urging people to honk on their way out. Yes, it sounds a little corny. But adults CAN’T STAND not to ring that bell. It makes everyone laugh, even the staff. I think that would create lots of stories.
I love these ideas! I gotta say, the bell is my favorite, because it is system or process. You’ll set up a culture.
One of the many things I like about it is that it — besides being fun — makes it obvious to the customer that they had great service. Sometimes we get great service but fail to notice. You’re basically asking them, “Didja notice that you received great customer service?” Fun. Cool. Effective. Great biz!
Keep ’em coming Richmond!