Many financial institutions struggle with differentiating themselves in this commodity-mindset industry. “We need a new slogan,” they say. And, “let’s talk about our great service.”
Service is not a position and you’ve got to pay more than lip service to your brand.
It’s been a while, but I’m still fuming about the dry cleaner who wrote my name inside my clothes. With a Sharpie. Really!? This isn’t summer camp and I’m not 8 years old.
While this happened months ago, I’m still dismayed.
Lots of community banks have an advisory board of 8-10 local movers and shakers. Some of these boards have diverse representation. Unfortunately, many are filled the usual suspects. If you want to stand the test of time, you must attract and retain the next generation of movers and shakers.
Everyone is busy. Like many high-performing employees, your people may be running as fast as they can. The problem: somewhere along the line, they’ve been taught to mind their own book of business, not the business of the entire bank. They're in the dark.
I was a tourist in Branson, MO recently and as to be expected, had some sub-par experiences in the crowded restaurants. Many seemed perfectly happy offering mediocre food and sticky seats. They know I probably won’t be back, because some other stranger will take my place. They're just in it for today's dollar.
On the flip side, you actually want stickiness in your institution. You're in it for today's and tomorrow's dollars.
