BANK MANAGER

Bank Manager

Bank Manager

Less than a generation ago, banking institutions were never open on Saturdays, nor was there any means - such as today's ATMs - to obtain cash during "off hours." The same holds true for calling to get a bank account's balance, or obtain a loan over the telephone. As banks have adapted to become more responsive to customers' needs, the term "bankers' hours" has taken on new meaning. Evening hours, 24/7 ATMs and competitive packaging on loans, interest rates and other packaging has all been part of the strategy that bankers have undertaken to attract and then retain their customer base.

Providing customers convenience and courtesy has always been key to developing and increasing a bank's customer base. In part that is accomplished through conveniences such as the aforementioned. It is also due in large part to a bank's culture; and that is a combination of both spoken and unspoken sentiments.

Efficiency counts, but appreciation counts more

Banks that provide courteous, quick, "get things done" efficiency do enjoy a competitive advantage. But another key component to customer loyalty is achieved by building a strong employee appreciation system within the banking organization.

Ask any successful CEO - bank or otherwise - what his or her company's most important asset is, and the answer will be the company's customers. Although poorer customer service has grudgingly become acceptable to the customer (due to the fact that there are no alternatives for that customer), a competitive advantage exists in the opportunity to deliver great customer service. Not only at the counter, but in any interaction the customer has with the bank.

Research shows that more people leave their job due to lack of appreciation than a lack of compensation. Acquiring and retaining great employees is "turbo-charged" when your management team acknowledges that we all carry a sign around or necks that says, "Treat me with respect. I am important."

Exceptional customer service comes from the heart

It should be pretty clear that exceptional customer service comes from the heart; and those organizations that touch the hearts and souls of their employees touch the hearts and souls of their customers. One of the most powerful ways to achieve maximum productivity from employees is to make them feel appreciated. Without it, the level and quality of customer treatment suffers. Disgruntled and unappreciated employees do not make that extra effort with customers, do not contribute to moving the company strategy forward and don't contribute powerfully.

In a recent survey of bank management by the American Banking Association managers referred to such phrases as "implementing sales culture" and "changing our culture from order takers to pro-active sales," along with "need for a strong labor market," and "attracting and retaining quality people."

A happy, satisfied employee is a passionate, productive employee. And that's good news, not only for the bank management, but also for the bank's customers.

"How can I create more happy, satisfied bank employees?"

Bank management personnel looking to create happier, more satisfied employees need to make employees an integral part of the business ...