Someday, and that day may never come, I’ll call upon you to do a service for me … until that day, accept this blog as a gift…“I’ll make him an offer he can’t refuse”: Position and/or package your products in a way that makes switching institutions a no-brainer for the prospect. What “can’t refuse” product do you have now? Do you offer relationship pricing to make your customer “part of the family?”
You can also look at this internally … During your budgeting process for 2010, speak in terms of ROI. As opposed to simply reporting on how many new customers, deposits or loans you feel you can bring in next year – share your expected results in terms of ROI. If management has $1 to spend, show them you can give them $2.25 back. Where else in the bank or credit union will they see that kind of return? It truly is an “offer they can’t refuse.”
“This isn't personal, it’s business”: This year, budgets will be cut, if it’s yours don’t take it personal – do the best you can.
“Keep your friends close, but keep your enemies closer”: Know your competition better than they know themselves. What is their pricing? What target do they cater to? What do they do best? What do they do lousy? Exactly how do they treat customers in face-to-face and phone interactions?
“Mister Corleone never asks a second favor once he’s refused the first, understand?”: Once you say “no” to a customer, you’re dead to them. Are your approval guidelines reasonable based on the institution’s needs and competitive factors? When you say no, do you offer alternatives or let the customer know what they can do to get approved next time?
“Leave the gun … take the cannoli”: Make sure you make time to leave work behind and enjoy life’s delicacies.
I know y’all can help me make this list more complete. Add your favorite quote and lesson learned to the comment section.
Ciao,
Eric
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