I've frequently suggested to bankers that most folks go about their days and even weeks without having a single service provider truly make them feel appreciated. Being one of the few people who personally and sincerely thank them for choosing you stands out today more than ever.
Take a look and listen around your branches. How much of your visual and verbal communicating is about selling customers something else? How much is about thanking them for giving you the business and opportunities they already have?
Is a visit to one of your branches – whether that is a weekly, monthly or semi-annual event – likely to recharge or drain a customer's goodwill towards you? Allowing those visits to feel like something both parties would prefer to skip drains relationships.
Communicating true appreciation recharges and often expands those relationships. Are your branch bankers recharging relationships today?
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. He can be reached at Dave.Martin@ncbs.com.