"What Endears Endures"

Holy Cow, we can all learn a lesson from Chick-Fil-A!

With nearly half of the industry average in front-line turn-over and always packed dining rooms, Chick-Fil-A is doing something right. And any service industry - be it bank, credit union or shoe shine - can learn a significant lesson.

You see, Chick-Fil-A credits one simple reason for why they have not been effected severely by the economic downturn...

"What endears endures."

Chick-Fil-A strives to look at each customer interaction as more than a basic transaction ... it's a relationship building opportunity.

Chick-Fil-A, a fast food company, strives to be part of their customer's life. Now, many of you reading this are in the financial industry. We deal with people's money ... their mortgage ... their retirement. What could possibly be more personal and life altering?!?!

We have an opportunity, as the Grand Marketing Poo Bahs of our organizations to build these relationships and capitalize on them.

Chick-Fil-A says that they do not have to create customer stories, they only have to listen, harness them and connect them together. We can do the same, our tellers, new accounts and lending team are changing lives every day. Teach them to LISTEN and understand that what may be common place for them may be a great story. Make sure they share their stories with you.

Finally, use social media. Encourage your customers/members to share their stories with you too.

You simply need to provide your staff the tools to provide outstanding "customer experiences" (not customer service), the autonomy to do what's right and encourage them to share their stories.

Take care,

Eric