By Clint Goelz When a referral results in a new core relationship, something beautiful happens! It’s a positive endorsement of your bank or credit union’s customer service and typically results in a more loyal relationship. Referred customers and members require fewer marketing dollars than non-referred new customers, so your institution can generate more revenue at a lower cost. According … Read More
Pop the Hood: A Customer Service Checklist
By Bill Etmund Your car seems to be running just fine. No menacing dashboard lights are blinking at you. However, since you’re a wise car owner, you occasionally drive your vehicle in for a maintenance checkup. You have the brakes checked, the cooling system examined, etc. You depend on your car, and you know that the consequences of neglect can … Read More
Winning People Over
The slightest advantages can make a difference in convincing people you are right for them. Are you doing all you can to win prospects over? By Scott Friesen What is it like to become a new customer or member at a financial institution? One of the key elements of our Haberfeld Customer Acquisition and Growth™ strategy is to measure just … Read More
The importance of self awareness
By Matt Swanson “If reality TV has taught us anything, it’s that you can’t keep people with no shame down.” Liz Lemon, 30 Rock Self-awareness has been broadly defined as, “knowledge and awareness of one’s own personality or character”. Self-awareness of the areas in our personality or character that need to be adjusted or fine-tuned is what I’m concerned about. … Read More
How do you define community based?
By Rachael Houghton We are a community based financial institution. That term is said often in many of our financial institutions – when we answer our phones or someone opens a new account with us. But, are we, at the frontline, really putting confidence and belief behind it? Or, is it just something we are scripted to say? We know … Read More
Service is everyone’s job
Customers simply want their needs to be addressed – they don’t want to hear “I can’t help you,” “I don’t know,” or “that’s not my job.” Taking care of our customers is everyone’s job.