Put YOUR Service to the TEST
Just as Lumiere, in Beauty and the Beast (Disney 1991), was excited to have Belle to serve; so, should your front-line people be excited to serve your clients. Providing the right financial solutions is more than just a concept – it is a pledge to help improve their financial situation.
“Ah, those good old days when we were useful, suddenly those good old days are gone.”
The Value of Mystery Shopping
Louis Vincent Gerstner Jr. is an American businessman, best known for his tenure as chairman of the board and chief executive officer of IBM from April 1993 until 2002. He is credited with the quote, “People don’t do what you expect but what you inspect”.1
Like Sherlock with his magnifying glass, banks need to look for the clues of how well they are doing. There are hard facts like open and close rates, cross sell ratios and overall profitability. But then, there are the softer facts like how your customers feel about the bank or it’s staff, what they tell friends, and how many other institutions they have accounts with – all of which are rather hard elements to evaluate.