Dave Martin is an executive vice president and chief training consultant at NCBS, a SunTrust Banks Inc. subsidiary that offers consulting, training, design and construction services for retail banking programs.

Go on a Sales Call for a Healthy Dose of Reality
May 1, 2013 When we create cultures in which higher-ranking managers become insulated from ever facing a "yes" or "no" from a customer,...

Successful Salespeople Get Rejected More than Others
April 2, 2013 The best sales folks realize rejection isn't a sign they’re bad at their jobs. It's a sign they are actually out there...

The Secret to Success is No Big Secret
July 3, 2012 A basketball coach's praise for his opponent serves as a reminder that the best results come from hustle and hard work.

Bank Branches' Role Shrinks as Their Target Market Expands
June 4, 2012 When customers needed to access a branch weekly, the difference between being 5 minutes away and 20 minutes away from them was...

Can You Explain Your Incentive Pay Plan to Your Staff?
May 1, 2012 You would think that the periods in which folks may be getting a little more money in their paychecks would be times of smiles...

Get Out of the Branch, Go Visit Local Businesses
April 3, 2012 You never know if a small business owner is sitting around frustrated with his current bank — but not quite motivated to...

Your Staff's Time is as Valuable as the Customer's
February 27, 2012 Managers and front line folks readily acknowledge and accept the importance of respecting customers' time. Why would they be...

Get Rid of Outdated Tasks That Waste Bankers’ Time
January 30, 2012 Bank managers are far more willing to add things requiring their teams' time and attention than to ever eliminate entrenched...

Recruit Frontline Hires from 'Hamburger University'
January 3, 2012 Over the years, I've asked scores of bank managers about their best employees. As often as not, the most productive were folks...

If Waiters Can Make Personal Connections, So Can Bankers
November 29, 2011 In our increasingly detached world, where folks spend more time staring at little screens in their hands than interacting with...