Community Banking — A Customer Service Call to Action!

Is your bank ready for the 2020’s and beyond?

• Is your staff operating at peak performance?
• Are your branches as profitable as you want?
• Are the people in place to transition your bank into the next 10-15 years?
• Do junior officers have the technical, management, and sales skills to “step up”?
• Do senior officers have the skills and time to “mentor” junior officers?

How can you develop a customer service culture?  

One-time training programs that are not designed for the specific situation of your bank and do not involve a broad spectrum of your employees are unlikely to result in long-term change.  Individuals often come back from such training with an enthusiasm that wanes as quickly as a full moon.  If the bank’s culture does not change, the behavior of employees will not change either.  A clear culture for your bank needs to be identified and reinforced on a regular basis.

How do you get the right people on the bus? 

Young employees who have the potential to grow into effective managers and executives need to be identified and mentored.  Career development plans need to be explicit—these individuals need technical, managerial, and sales skills that will allow them and your bank to succeed.   These employees need to be a part of identifying the culture that will take your bank into the next decade and beyond.

This is not a “feel good” exercise.  The bottom-line profitability of your bank and your branches depends on customer service and staff effectiveness. 

 

We can help you develop a customer service culture, develop your next generation of managers and executives, and improve the profitability of your bank.

Our approach involves a three-step process:

1. A simple evaluation of your bank and business
2. An assessment of your managerial talent and customer service culture
3. Development of a plan of action
   1. A pathway to a customer service culture
   2. A pathway to developing the technical skills, management skills, and sales skills of your young employees
   3. Mentoring high potential employees into successful careers

 

Our Community Banking Expertise

 

TOM CARON is a former Southeastern Massachusetts community banking executive with over 40 years of experience.  Previously, he served as President and CEO of the Bank of Easton, Vice President of Business Development at North Easton Savings Bank, Director of the Cooperative Central Bank of Massachusetts, Member of the CDAIC Committee of the Federal Reserve Bank of Boston, and Chair of the Community Banks of New England.

 

ELMORE ALEXANDER is a former business school dean with over 30 years of experience as a dean, associate dean, and department chair at Bridgewater State University, Marist College, Philadelphia University, Johns Hopkins University, and American University.  During his tenure at the University of Memphis, he was a faculty member in the Mid-South School of Banking.  He is an experienced executive coach with both junior- and senior-level managers.