We have better customer service

When we meet with banks and credit unions we ask them what makes them different, why should people choose them. Customer Service!! They proudly respond. So if everyone has great customer service, then doesn’t it become a commodity?

You offer the same thing as everyone else, which is great customer service. Does that just become the expectation of all banking customers, it does for me. If my banking institution isn’t friendly and helpful to me, I’m out the door.

It seems as though people expect things to work right, and quality concerns are not such a concern. People expect the bank to give them good customer service. We expect the bank to not make mistakes with our checking account. If these are expectations and assumptions that all banks have, and you don’t have anything else to make your self stand out have do you expect to be chosen.

Why not try becoming known for something, such as becoming the dog friendly bank, or the kid friendly bank, or the bank that gives you ice-cream on every transaction, even the bank who has a living room in your branch, oops your to late on that one.

Let us know what your known for.

– Brett Jackson

Social Media Strategies

Once thought of as out-of-date and conservative in nature, financial institutions today are breaking through the stereotype by incorporating social media and new technologies into their business strategy.   And for many, pushing the envelope and bringing their bank or credit union into the Web 2.0 revolution is proving to be very successful.

I am fortunate to speak with representatives from these institutions on a daily basis and I find it inspiring to learn about the different strategies they have implemented to promote their business through social networking sites. Whether it is using Facebook to gather positive experiences from customers or members at a local branch or staying on top of technical issues that users may be experiencing on their online banking site, the feedback seems to be helping their business grow.  Organizations are also using social media to reach out to their community by congratulating the local football team for a win on Friday night or announcing the birth of an employee’s baby to “fans” of the page.

Whatever your method of engagement, social media can open new doors for your business. Need inspiration? Here are a few more ways to
make the most of your current social media site from “Powell’s Creative Blog” http://powellcreative.wordpress.com

• • Sumanize the Bank Experience
  • Separate Yourself from the Pack
  • Three Important Letters…..SEO (Search Engine Optimization)
  • Public Relations
  • Customer Service
  • Want More Customers?
  • Reinforce Your Brand Promise
  • Support Your Community
  • Help and Assist
  • Engagement

  What has worked for you?

-Keli Hitchcock

Ideas

Recently, as a company, we have been focused on sharing ideas with our customers. That in it’s self sounds like common sense, but every book you read about sales is about your introduction and how to close anyone. I am not suggesting that the authors don’t know what they are talking about and that their process doesn’t work, but I don’t enjoy when someone tries the alternate choice close, or George Washington close on me, and I don’t know anyone who does.

My suggestion is to have better ideas than the competition, that truly help your customer. If your idea really does help your customer, do you need to sell them on why they really need your widget. If your ideas are revolutionary, so will be your success.

So what is your idea?

Brett Jackson

Truth in Advertising….

“Freaky Fast”, as we all know this is Jimmy John’s slogan.   I find myself eating there just to see if they can live up to their promise. I order their subs to-go or for delivery and 100% of the time they deliver, literally and figuratively, on their promise.

This is important to me because most of the time I need to grab something to eat and get back to work in 15-20 minutes.  If Jimmy John’s ever did not deliver on their promise, I would sure be late for something.

Are their subs the best? No, they don’t claim to be.

Are they the cheapest? No, they don’t claim to be.

Are they the fastest? YES!

They are the best at being the fastest. Jimmy John’s deliver on their slogan 100% of the time and that means something to me.  I have found myself to go there when they are
at their busiest and every time my sub is ready before I have time to fill up my drink.  I do business with them because I value what they provide.

How many time have you heard, the “Friendliest in town” and then to find out that the business is not?  Or, “Best customer service in town” but truly the business would be
lucky to be average.

I think to often companies come up with great slogan’s but they never follow through on them or they do not let their customers know why that would be a value for them. If you are the best, what does that mean for your customers?

What’s the point?  If your company claims to be the best, cleanest, friendliest, easiest, biggest, cheapest, coldest or hottest make sure that you truly are and your are 100% of
the time. Just don’t claim to be the fastest sub shop in town because Jimmy
John’s will have you beat.

-John Bybee

‘Match Point’

Being an avid tennis player for 30 years has brought many lessons learned while out on
the court. The game itself is chess match of wits and physical endurance against your opponent. You have to be both mentally and physically prepared to win the match just as soon as you set foot out on the court. I found it’s vital to be able to win the match to begin exploring your opponent’s weaknesses and strengths during the warm up looking for areas that you can use to win the match, as well as, areas that may actually prevent you from reaching ‘match point’.

Achieving ‘match point’ begins with a dedication and winning attitude. Things on the
court are a lot like life, it doesn’t always go the way you would like, the points go longer, the competitor is usually determined to win, as well, and you have to take things in stride and then adapt to how the match gets played out. Being prepared to go the extra distance to win, able to maintain the mental toughness and push through the physical demands later in the match, pulling out the reserve energy in the scorching heat is what you need to bring to the court to win the match.

Getting to’match point’ helps me to see that life’s challenges and hurdles can be
overcome if you are prepared to give it your all, place your best foot forward
from the beginning and give it your all to be able to achieve winning ‘match
point’.

-Kelly Klein

Who’s Time Are You On?!

This just came to me a few nightsago at my sand volleyball game. See every Wednesday evening my wife and play sand volleyball in a coed league. The team is a good mix of friends anywhere between 27 and 33 years old and from various professional backgrounds. We have a few Salesmen in the technology and industrial industry, a mechanical engineer, construction site manager, a public health consultant (my wife), and me, a banking supply consultant. Only thing is no one would ever know what
these people do for a living. From 8:00 am to 5:00 pm these volleyball champions are on their companies watch and are all very successful. They work hard, they are reliable, and a big asset to each company they work for. However, when it comes time to “clock out,” it is actually time to clock in.

When you are on “your time” you need to be relaxed, stress free, and active. Really take the same approach as being on your companies’ clock. Work hard for yourself, be reliable to your friends and family, and be an asset to your community. When we get together for sand volleyball it is just that. We are all reliable friends that enjoy the
time spent together and forgetting about the stress in our daily lives.

The point is this, have a healthy balance between your career and family/social life is key to being successful at both.  It is not what you do for a living but what you do to live a balanced and healthy life. Give yourself that balance you need and truly work hard at “living.”

-Ryan Kemner

Do you have the golfing “yips” in your daily life?

I was talking with a few co-workers the other day about this subject. So what in
the world am I talking about when I say the “yips”? The “yips” are every golfer’s
worst nightmare!  An average golfer who experiences the “yips” will add an extra 5.5 ots to their round according to research. The yips are described as involuntary twitches of the hands or lower arms that cause golfers to shank simple putts. The yips often occur right at the moment when the club head meets the ball, causing the putt to go to one side of the hole. Not only will it affect your game in the physical aspect but mentally as well. These responses include frustration, embarrassment, intense anxiety and  icreased self-consciousness. They can’t rationalize what’s happening, and don’t know why, and they over analyze what’s going on. The movements they experience are involuntary therefore they have no control over them, and one theory is that the yips are triggered by the psychological pressures surrounding an important golf shot, such as a game-winning putt. The combination of a public audience, a significant cash incentive and the adrenaline rush of competition can cause a golfer to lose  focus during a putt. The next time the person has the same type of pressure circumstance the thought of the last situation can come to mind and the exact same thing can happen as last. Eventually, it can happen everytime you make a putt. Then gradually it can effect every part of their game, and be so heartbreaking that the person eventually quits altogether.

So why exactly am I talking about this? Well, not only can this happen in golf, but in
our everyday life. Here’s an example, a graduate is fresh out of college, and has been at their career job for a year. An opportunity arises for a promotion, and that person applies for the position and has an interview in front of a panel of executives at that company. The first pressure moment in their career. The whole time leading up to the interview they are raving with confidence, and know exactly what they are going to say to every question. Then comes time for the interview, and their heart starts beating faster…They start thinking about every question again, but then other things creep up…”Did I prove myself fully up to this moment?” “Am I wearing the best clothes I can?” “What if they throw a curveball question at me?”…Then before they know it, they have so many things going through their head that all the confidence they did have is pushed to the back of their mind. Because all of these things are going on, the interviewee can’t respond instinctively to the questions asked, and starts to buckle under pressure. This breakdown in the mind can happen in an instant, and essentially
the interviewer decides to go with someone else who is more punctual, more
confident, and flourishes in the difficult moments.

A lot of times this moment in life can make or break a person. The next time a
promotion comes up, more than likely the person is hesitant to interview or
attempt to apply even though they are qualified. The negative moment from the
past incident creeps up in their mind, and they think the same thing will
happen again. Too many times incidents like these life “yips” can happen, and
we can’t fully recover and fulfill our true potential. So how do we overcome
these things?

First and foremost you must think positive about the negative situation. What I mean
by that is look forward to the challenge that lies ahead. Learn to thrive for
the pressure situations, and the difficult times. Take every negative moment
into a learning experience, but never give-up and quit. Abraham Lincoln lost in
8 elections before finally succeeding, Michael Jordan was kicked off the high
school basketball team, Thomas Edison failed at inventing the light bulb 700
times, and one of the most amazing voices in acting, James Earl Jones, had a
severe stutter in college.

Get rid of those “yips”, and don’t let those bumps in the road let you stop who you who
can be, and end your dreams.

 – Corey Kates

Marketing

All too often, I see many businesses that try to put some form of a marketing campaign together and when it fails they blame the media outlet they used. Although, having your information in an ad, banner, bus, etc…is important,
it’s not what is going to get you results.  Contact information is good if you’re only trying to make your information available to your current customers, and let’s face it, they can go online on their phone and have your information
in a heartbeat.  I think a lot of people forget the main reasons why they’re advertising or having some sort of marketing campaign.  Their ultimate goal is to increase their new clientele while at the same time cross sell their existing
clientele.

When putting together a marketing message you must first look at the demographic that you’re trying to reach.  Then design the message around things that would be of interest for that core group of people.  Mobile banking
is probably not something you would want to target with your 80+ crowd but instead maybe a senior citizen’s checking account free of fee’s and charges. The message that you put in must catch their eye…draw them into the message
and make them want to read what you’re saying or offering.

The most important thing, I think, is the call to action.  You don’t just want to have your phone number listed, you want to give them a reason to call you: To save 15% on your next purchase call today & ask for Bob.  This will not only drive the consumers to call you/walk in/e-mail (whatever your call to action is) but you can also track it efficiently if you have them calling or coming in to ask  about certain information.  You’ll be able to tell by the end of your campaign  how many people inquired about this program and see if it was successful and paid for itself.  We all know a lot of time ROI is very important with marketing programs and budgets.

-Kristy Flatt

In Sight

The other day I heard that 14% of Americans wear fake eyeglasses everyday. Some even wear them over their contact lenses. So after my initial amazement, (and brief skepticism of every lens laden person I know), I got to thinking. It’s all about advantages. But, really, what part of success  isn’t?

What do we think when we see a bespectacled being? What benefits of doubt do we give them? And what advantages do four-eyes get from every day encounters, which regular two-eyes rarely reap?

Is this any different than high heels and mascara? Or is the shift from beauty to brains a more interesting scruple? Or perhaps, a potentially more profitable one.

So if having advantages more easily leads to success, and success is about taking advantage of opportunities, how do we get more opportunities? To me, it looks like marketing….but then again, I can’t seem to find my glasses.

-Raven  Dibble

What’s your “Switch”?

On the average weeknight, I gear up for a run in preparation for my upcoming half marathon. Each evening after my work day ends, I change into my running clothes, lace up my shoes and make sure my iPod has enough juice to get me through the run. After all, there’s nothing worse than getting halfway through a run and your iPod goes dead.

My dad always told me that one of the best ways to relieve stress and clear your head was through exercise. This was always his method and during my run last night, I thought about how I’ve adopted the same practice over the years.
In fact, psychological studies show that exercising bolsters self-esteem, emotional stability and body image. These benefits in addition to that added biochemical boost that running provides forces me to admit something my father
might be surprised to hear; you were right Dad!

When I first step out the door and take those first few strides, my mind goes straight to a review of my work day. What could I have done better today? Did I present new and creative ideas to my customers today? What successes did I
have? Then somewhere in the middle of my run, there is a switch. As I hit the last mile or so I realize my thoughts have completely changed from work to life. What am I going to make for dinner when I get back? Did my husband
remember to change the gas so we can use the grill? Is Modern Family new tonight?

I guess that means my run did the trick. My mind is clear of everything that happened throughout the day work-wise and is now focused on my family. For me, running is my “switch.”

As you find yourself winding down your busy work day – take a moment to ask yourself what your switch is? Is it blasting your favorite song in the car ride home? Is it the glass of wine with dinner? What about reading a story to your
children? Share your comments below and let us know what you are finding successful.

-Keli Hitchcock