This past week, I spent the entire week immersed in baseball! My son plays high school baseball and their team travels to Florida during spring break and plays baseball 24x7! I love it!
Great trip, great weather...and great baseball.
To my point... Opening Day!
It's fresh, its new and everyone is newly trained on what to do, how to act and how to interact. It's perfect!
My question...why cannot it not be that way everyday??
Marty Cohen, founder of Cohen Brown Sales Training had a quote that I loved...for each client, it is ALWAYS opening night! His point...that the customer's visit might the 1st time ever for their interaction with your bank/CU or it may be their 12th time this week...but it should ALWAYS have that special feeling and focus.
How can YOU make this happen at your bank/CU?
Five steps...
- Set the stage with the staff so that they KNOW what the expectations are
- Constantly inspect...let people know that you WILL be checking up on their actions
- Share insights...on WHY we want to be perfect EVERY time
- Share highlights...on WHERE it is going great
- Recover...it is NEVER too late to fix, retrain, move, or mentor...is is ALWAYS a bad idea to wait
Bruce
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