What a weekend of sports! My Buckeyes won (moved to 7th in the polls), my son won his football in convincing style and that brings me to the Bengals. FINALLY, it is paying off being a Bengals fan! 1st place during the season...something we have not had in a long while! Not only did we win and beat a division rival but the game helped with my blog post.
My thoughts today surround the team effort and never-say-the-end-is-here attitude. The Bengals have overcome adversity (read heartbreaking loss to the Broncos and a death of a coaches wife) and tough opponents to maintain a 1st place lead.
YOU have overcome adversity; the economic climate, the state of the industry, probably budget cuts, and more. Our CUSTOMERS have overcome adversity; potential job losses, stock market losses, economic woes, and more.
Hopefully our customers have hung in there with us...and we with them, too! Now is the time to circle the wagons as a team and focus on our customers. Just like the Bengals circles the team wagon after the devastating and unexpected loss of the defensive coordinator's wife. They focused on the matter at hand, focused on their roles, and gained momentum at each potential turn. The result? A win!
You need to be the emotional leader of your bank/CU and be the advocate for the customer voice. How? Difficult but easy...
- Focus the front-line staff on the "little things" of customer service (smile, quick service, thank you, and simply engaging the customer)
- Focus your marketing on a message of hope and opportunity
- Focus your internal message on teamwork, coordination and communication
- Focus your external delivery on being three-dimensional on your target
Marketing is the voice of the customer and emotional leaders....assert you place and deliver your role. Everyone is counting on you!
Cheers!
Bruce
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