Pop the Hood: A Customer Service Checklist

Mechanic repairing the car in the garage Vector illustration in flat style

By Bill Etmund Your car seems to be running just fine. No menacing dashboard lights are blinking at you. But 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

A place everyone wants to be

By Dann Nelson There is a place where everyone is concerned more about the well-being of those they serve and work with than they are concerned about themselves. In that place, each person knows others have their best interest in mind. When that happens, an emotional connection is made. We’re talking about employee engagement, and the result is an environment … Read More

All In

To paraphrase the old saying, all courses of action are risky, so fortune favors those who calculate risk and act decisively. The same goes for poker players who know when to go all in, and for community financial institutions that want to win and attract all the customers they can. By Stephanie Kubert Over the last several years, “all in” … 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

Are you using incentives the right way?

Nothing is as controversial in banking as the incentive discussion. What should we call incentives? How should we construct the program? How should we measure them? Who is eligible to receive them? What qualifies as a “real” referral?