What's Your Secret for Connecting with Customers?

Connecting with customers is a two way street. It starts with a service Culture within the organization driven by the Corporate Office,constantly evaluated and enforced from the highest to the lowest levels of the organization. The Culture has specific and measurable quality performance and responsiveness goals and objectives that are reported and shared with all employees on a formal and regular basis. Outstanding performance by individuals and/or organizational units are well rewarded and recognized across the organization to all employees. Quality performance is focused to internal and external customers. The program is communicated as an information tool to all customers, "because they are most important". Both internal and external customers are encouraged to formaly communicate outstanding performance, in writing,for individual recognition. On a quarterly basis,a pre-selected Quality Committee would review all recommendations and select the winners. Selection criteria needs to be defined at the begining of the program to establish clarity and fairness to all employees. Only the top smallest percent should be rewarded to maximize value of the reward. Winners should be communicated throuhgtout the organization and thank you letters sent to external customers who took the time to formally recommend and recognize outstanding performance. Around Christmas time a formal, recognition party should be given by the Corporate Office for the quarterly winners and their immediate manager.
Electronic capabilities and innovation are an important service delivery component of the program. However, nothing replaces first class performance, and timely and effective responsiveness to the client. The client will always remember the person he or she spoke to, and visa versa.The program feeds upon itself!

I totally agree with Dave Martin. You've got "my dentist" and even "my insurance agent," "my broker." You need "my banker." If banks can't see how to deliver value and make this profitable--shame on them. I advocate a team approach.

Good customer service is the foundation that any business is built upon. I treat every client as if the survival of my family depended on them doing business with me. As a consultant, I cannot stress this point enough to my large bank clients. I want my clients to know that whatever problems arise, I am there to help solve them. Technology has given us many wonderful tools for reaching out to clients, but nothing beats a face-to-face meeting or phone call to follow up or just say thank you. Ask any independent mortgage banker that has survived the past 4 years of decline and an industry that is regulation stacked against them and the common dominator is always their ability to serve their clients well.

Personal customer service is simply a necessity, not a game changer. Sure people buy from people they like, but to build a meaningful relationship beyond just knowing somebody's name you have to, like any other business, solve a customer's issue or problem. Stay likable and friendly, but know your products and services and how they can help someone. Then kill the stupid bank rules that will undo even the most friendly and informed banker interaction.