Build and maintain profitable relationships.
Deliver more than satisfied customers! Learn about key priorities and strategies focused on by most organizations. As you learn to build and maintain profitable relationships.
Solid sales and service culture focuses on – maintaining asset quality, achieving high-quality core earnings, developing superior service, providing for overall revenue growth, and retaining the best staff. A solid sales and service culture can accomplish all except asset quality. It’s not about pushing products; it’s about building and maintaining profitable relationships.
Every organization has a culture, but is that culture a sales and service culture that is finely-tuned to deliver more than satisfied customers? A solid sales and service culture is a means to delivering key priorities and strategies focused on by most organizations- maintaining asset quality, achieving high-quality core earnings, developing superior service, providing for overall revenue growth, and retaining the best staff. A solid sales and service culture can accomplish all except asset quality. It’s not about pushing products; it’s about building and maintaining profitable relationships.
The guiding philosophy of our consulting methodology is that sales and service are two sides of the same coin and selling is helping. By understanding customers better and proactively recognizing their needs, the bank provides better service; generates more customer loyalty and word-of-mouth referrals for new business.
The real difference between product selling and relationship selling is attitude or mindset. There’s no room in a relationship-focused organization for a person who “pushes products.” But, when you start and stay focused on the customer, consistently looking for ways to help them, you build trust and you build and maintain the foundations to a highly successful and long-lasting relationship.
The successful organizational approach will include all of the following five components:
A segmented market – to perform at a superior level, the organization must focus on resources on select individual client bases and gather more than the normal share of their business.
A core service which addresses the client’s important unmet needs – Additional services are added as the client proceeds through the economic life cycle (growth, business, family, retirement, etc.).
A relationship manager – Clients need a personal liaison between themselves and the company. They need to talk to the same person, one who knows their name and has the ability (and authority) to get the client’s needs filled in a timely manner.
Relationship pricing – The client needs an incentive to consolidate all one’s business with your organization.
Staff training and education – A high level of competence, which is perhaps the most critical element in maintaining long-term valued relationships.
Our consulting methodology is focused on helping you and your organization strengthen these critical components and provide the resources you need to address the weak links that are preventing you from being as successful as you could be.