Greetings...
I was reminded yesterday that fall is falling! If you happen to live in the midwest, you know what I mean. Crsip nights, changing of the leaves...and of course, the time change looms.
When you live in Ohio, the time change means that very soon it will be dark in the morning when you wake up and dark again at 5:15 pm. Early nights and short days. The good news? Halloween is around the corner and early nights and short days make for a GREAT Halloween! The darker and spookier the better for getting candy and having fun.
This natural cycle just means that summer is close to coming around again!
So what is the point...
Its the cycle! For a marketer the short days and early nights usually happen in the 3rd and 4th quarter as our budgets begin to be tapered down. We need to remember that there is light at the end of the tunnel and that is budget planning, which will start soon (if it has not already started for your bank/CU!) So, what is your "Halloween?" The mid-fall event that raises hope, generates fun and brings lots of candy/sugar!!
I encourage you to gather your troops at your Bank/CU and make something happen. Did you know that THIS WEEK is National Customer Service Week (October 2-6)? Use this as an opportunity to highlight your service, resurrect your service, or make service an integral part of your 2010 plans.
I know...I know....EVERYONE has great service. However, we ALL know that we need to INSPECT what we EXPECT (thanks Marty Cohen!) to ensure we get what we want!
Implement a service measurement process...start today! Make it...
- Measureable
- Consistent
- Customer focused
- Widely communicated
And use the results to coach and mentor staff until you reach a service culture that you can believe in and know that it is consistent across all branches and parts of the day!
And just think...summer is a short winter away!
Cheers!
Bruce Clapp
