Never Wrestle with Pigs

George Bernard Shaw once said,

Never wrestle with pigs.  You both get dirty and the pig likes it.

Unfortunately as humans we are quick to point fingers, are quick to judge, and quick to blame.  Add the instant actions of social media and this can at times spell misfortune.  Before the world of Facebook, Twitter and blogs, if someone was quick to find flaws, they would simply share it with the friends around them.  Now with a simple tweet, people can now quickly spread their thoughts and opinions across the world.

• Sometimes it sparks creativity
• Sometimes it cuts to close to the bone
• Sometimes it can come across just wrong.

On a national level there has been so much bad news within the past few weeks.  From Boston to Oklahoma, tragedy has affected so many people.  As a nation, we pause, pray and quickly find ways we can help.  But, as a nation, we are too quickly to point fingers, are quick to judge and quick to blame.

I’m not throwing stones, if so I would be hypocritical.  At times, I have been quick to judge based on my own prejudice.  Add to that my bad case of a short attention span, and..well let’s just say I can’t count the times I have put my foot in my mouth.

Rather I would like to make a request: Stop.

• The next time you read a tweet that irritates you; switch off twitter instead of blasting back a scathing reply.  Stop and think about it.
• The next time you see a Facebook update that rubs you the wrong way; log off Facebook instead of un-friending someone.  Stop and think about it.

Basically stop, take a deep breath and think about what you are going to say.  As much as someone has the ability to write anything online, you have the ability to turn away and not participate.  Of course there are exceptions, but is a comment from one person about an event really shaking your life and foundation so much that you MUST say something about it?  Will what you say to that person change their perspective or just add fuel to the fire?

After all, we’re all human.  We all have opinions and we all make mistakes.

Spinning Your Wheels

Ever hear someone say they’re “busy.”  Whether it’s a coworker or friend, every time I hear the word busy, it usually comes out like this:

I’m so busy, I don’t have time to think.

or this:

I just don’t know what I’m going to do.  I’m just too busy.

Not to sound cynical, but if busy people would spend less time complaining and worrying about getting things done, they could actually be productive and…get things done.  Instead they have a mindset that keeps them spinning their wheels in mud.

That’s why there is a big difference between busy people and productive people.  Both types of people have the same amount of time in the day, but what’s the difference?  Here are few examples.

Busy People	Productive People
Busy People tend to complain they have no time to get things done	Productive People tend to get things done with little to no complaining
Busy People look to other people for sympathy and compassion	Productive People look to other people for help and advice
Busy People only see the negative in the projects they are working on	Productive People see the positive in the projects they are working on
Busy People never get finished	Productive People set milestones until the project is completed

When it comes down to it, there are two major factors between busy and productive people: Planning and Mindset

Planning

By nature, I’m not a details oriented person; however I don’t use that as an excuse.  In order to plan, I create a strong outline that is flexible, just in case I left a detail out of the plan.  This allows me to stay on track and if I ever drift too far away, I have can always go back to the plan.

In order to get things done efficiently, a game plan must be established.  Whatever works for you as far as planning, do it:

• Write down a set of goals
• Create a timeline
• Outline a to-do list

If you’re not use to creating a plan, then the first step will be the hardest.  Just remember, the sooner you begin organizing and planning, the sooner you move away from being busy and begin the path to productivity.

Mindset

Being able to plan is a mindset.  Some people naturally fall into a planning mindset; while others find it difficult to plan.

For those who aren’t natural-born planners, setting a planning mindset can be difficult.  Here are some steps to get into the new mindset.

1. Get past the first hurdle: After you pass the first task you planned out, review it.  What did you do right?  Where can you improve in planning? You may find that you over analyzed your plan or didn’t plan well enough.
2. Keep planning: Remember practice makes perfect.  Each time you plan something out, the more you will improve.
3. Don’t get discouraged: If you find yourself discouraged, think about the alternative; going back to no plan.  If you still find yourself discouraged, find someone who can help you plan.  Don’t seek sympathy, seek out support.

By retraining your brain, you will create a better environment around you and eventually the concept of planning will come second nature.

Moving from a busy believe system to a productive lifestyle isn’t easy, but it is rewarding.  It allows you to see things more clearly, which removes unnecessary stress in your life.  By removing unnecessary stress, you become a little happier in life, which makes you appreciate life a little more.

So, what steps do you take to plan out your day?  Are you a natural planner or do you have to work at it?

Sales: Spread Offense

When it comes to sales, everyone in your organization is a player. This especially rings true if you represent a small organization.  Regardless of your position at work, everyone has an opportunity to sale.  In a small community bank, the same rules apply.  A small community bank may not have the huge sales team of Bank of America or Wells Fargo, but they do have several people who work and live in the communities they serve.

Think of it like a spread offense in football.

For those who are not up on their football terminology, the spread offense is when your quarterback is in the shotgun formation and you stack the line with as many receivers as possible.  In addition to wide receivers, this also includes tight ends and placing a running back as a receiver.

Here are some examples of how everyone can be in sales.  Though these examples reference situations in the community banking world, they can be applied in other industries.

Sales Force: Wide Receivers

To me it was never about what I accomplished on the football field, it was about the way I played the game. – Jerry Rice

Just like wide receivers are the life blood to the spread offense, your sales staff is the life blood to your sales strategy.  Your sales team should know the offensive playbook, know the defense and be able to catch the pass.

• Route Patterns: Your sales team should know what steps are needed to take a prospect and make them a customer.  They should know what services the company offers, how to effectively work through the company’s sales pipeline and what document are needed from the customer before closing the sale.
• Study the Defense: A great receiver knows the defense they are playing against.  They study tapes and find ways to outsmart their opponent.  Likewise a great sales person needs to know who they are competing against when calling on a prospect.  This way they can find out what sets them apart and use it to their advantage.
• Catch the Ball:  When the time comes, a great receiver catches the ball.  A good sales person can get to know a prospect and pitch a sales plan; however a great sales person must be able to “catch the ball” and close the sale.

Service Team: Running Back

When you’re good at something, you’ll tell everyone. When you’re great at something, they’ll tell you. – Walter Payton

In banking, customer service is what causes a customer to stay or leave a business.  In order to keep customers happy, tellers and other customer service bankers have to be quick on their feet and be able to weave their way through roadblocks to exceed customer expectations.  They basically have to mentally maneuver like a running back does during a big game.

Bankers on the customer service side are also asked to cross sell when dealing with customers.  Being able to cross sell requires developing a certain skill set:

• Find the gap: Running backs must have good vision in order to find the right gap to choose.  In banking, the customer service staff must be able to ask the right questions and listen for opportunities in order to effectively cross sell.  By engaging in meaningful conversation with customers, bankers will be able to find out what their customers needs and wants; thus finding the right gap to run through.
• Ball Handling: If a running back is unable to hold on to the football, they will continuously fumble and their career will be ended very quickly.  Bankers are no different.  If you are unable to give your customers great service and “drop the ball” then you will lose trust (and value) with your customers and not be able to cross sell.
• Get in the weight room: Great running backs are constantly in the weight room working out and training.  They work their muscles to the limit and push themselves to the next level every day.  Bankers should use this concept when learning about their business.  Learning about bank services, studying bank regulations and staying informed about your customer base are just three ways bankers can be pushing themselves to the next level.

Back Office: The Tight End

He makes big plays for us in different situations when we need him. – Matt Ryan (on Tony Gonzalez)

The tight end position is a hybrid position that is part offensive lineman and receiver.  When they are not protecting the quarterback or blocking defenders, they are moving up the field getting in position to receive the ball.  Your back office people are no different.  They spend the majority of their time focusing on protecting the company, but may find an opportunity to refer business to the company.

In banking, compliance officers are seen as back office only individuals, but just because they are not on the sales team doesn’t mean they don’t have interaction with other humans.  Think of all the people they interact with on a weekly, if not daily, basis:

• They socialize with family members
• They volunteer in the community
• Their children participate in school activities

These are just three examples of how back office people can be placed in a moment where they can promote your business.  What that in mind, are your back office people aware of the services you offer?  Do they know your sales staff well enough to refer business to them?  If not, you are missing out on opportunities to grow your business.

So, is your company set up in a spread offense?  Do you have a star wide receiver, a high performing running back, and/or a skilled tight end?

Creating Fans

What makes a business build a strong following?  Here’s one great example

If you live in Knoxville, by now you have heard about Ali Baba’s Time Out Deli and hopefully you were able to experience it before the owners decided to close the deli.  Every visit was an experience and no two visits were alike.  The two men who ran the establishment had a passion for what they did.  They loved talking to people, took pride in their work; and it created a strong fan base.  Here are three basic rules the owners of Ali Baba’s stood by:

Create a Great Product

Sounds simple, but many businesses fail because their product is too bland.  In the case of Ali Baba’s, they decided to have a menu that offered different items.

• Traditional Deli Sandwiches: Pastrami sandwiches, roast beef and many more deli sliced awesome sandwiches.
• Burgers and Such:  The Vol Burger, hot dogs and chicken sandwiches.
• Middle Eastern Dishes: Falafel options, hummus and the infamous King Solomon Chicken plate.

By no means did I try everything on the menu, but the items I did eat, I loved.  They made the best pastrami sandwich in town and the King Solomon Chicken was a great dinner any day of the week.

Provide Excellent Service

A company can have the offer the best product every made, but without focusing on service, it is destined for failure.  The two men who worked at Ali Baba’s were always happy to see customers and went out of their way to show their appreciation.  They never made their customers feel like an inconvenience and were always willing to share suggestions to customers when customers were debating what they wanted to eat.

While waiting for the meals to be prepared, the guys would either be going on with some kind of banter, make you laugh at a quick joke or would have a conversation about what was on their television. There were a few winter nights I would walk in there tired and cold, but because of their warm personalities, I always walked out happy and feeling good.

Be Different

Ali Baba’s wasn’t for everybody.  It was a vibe that was all its own.  They didn’t try to be all things to all people.  It was a deli in East Tennessee with a Middle Eastern twist.  You couldn’t order a beer with you Vol Burger; though you could purchase a hookah.  They didn’t have fountain drinks with unlimited refills, but you could purchase exotic canned sodas.  People chose to eat at Ali Baba’s because they knew it was something they couldn’t get anywhere else in town.

These three basic principles helped sustain Ali Baba’s Time Out Deli for 40 years. It created a loyal fan base of people who flocked there on a regular basis.  For those loyal individuals who lived outside of Knoxville, they would always make sure to stop by when passing through town.  It was a deli, but more importantly it was an experience.

What was your experience at Ali Baba’s Time Out Deli?

Never been, then what experience have you had with a business that left you wanting more?

Human Touch

Community banks are faced with a tough situation. Due to mistakes made by large mega banks, all financial institutions, including community banks, are encountering increased federal regulations.  The increased federal regulations bring increased operating cost and causing banks of all sizes to cut cost in other areas.

One way mega banks are trying to decrease expense is by replacing tellers with self serving kiosks. These kiosks are high tech machines that are similar to kiosks at airports.  These kiosks can do virtually anything:

• Handle cash and check deposits
• Withdrawal cash
• NCR scanning capabilities

JPMorgan Chase is currently leading the way with these kiosks and have already added several of these machines in their branches.  The organization has stated customers enjoy using it and plan on expanding the service throughout the entire company.  This is causing other financial institutions, including community banks are looking to follow suit.

But if community banks follow this trend, will they be shooting themselves in their foot?

Don’t get me wrong, I am not trying to build a debate against kiosk or even suggest it’s a bad idea for mega banks.  Heck, I have used kiosk before at airports and have been satisfied with them.  But is this the approach community banks should use?  After all for years community banks have prided themselves on customer service and personal touch.  Community banks can avoid a negative perception by considering other technology alternatives.

Negative Perception

Banks are already seen as emotionless and robotic.  Why add fuel to the fire by phasing out tellers with a kiosk?  Why not focus on building up your staff.

• Education and Development: By providing training to your staff, you can start building your team internally.  Product knowledge, soft skills training, and learning how to uncover needs are three education programs a bank can start implementing. Another approach is teaching your tellers how to open accounts so that when the time is necessary, they can assist customers with that need and eventually be promoted.
• Cross Selling Opportunities: How effective is a kiosk with cross selling?  People who constantly interact with someone will get to know them overtime and can offer solutions that a kiosk may not be able to uncover during a transaction.
• Customer Service: When you need help solving a problem, what makes you feel more comfortable: speaking with a knowledgeable person or typing into a kiosk and searching for an answer?

Other Technology Alternatives

I understand the need to cut cost, but why not look for ways to cut cost and provide an outlet to communicate to customers.  Here are two examples that not only allow you to enhance customer communication, but can also provide direct advertising opportunities.

Electronic Statements

Electronic statements are a “greener” way to deliver information to your customers, while reducing expenses.

• Cost Benefit: Save the cost of printing paper and paying for postage.
• Customer Communication: When sending the email notification to your customer, add customized text that can promote a service or upcoming event at your office.

Mobile Banking

Depending on what type of mobile banking service you offer your customers you can receive a number of benefits.

• Cost Benefit: Potential to reduce “account balance” phone calls to your offices; which allows staff to focus on other task.
• Customer Communication: Provide push notifications about account balances, upcoming transactions, or special product pricing.

Finding ways to cut operating cost is essential in any business.  Just don’t loose focus on customer service when reducing cost otherwise you may end up reducing the number of profitable customer you have.

Recruitment

Last week while leaving lunch, I bumped into a current SEC basketball coach.  As we were riding on an elevator, the coach was asked what he looked for when recruiting a new player.  The coach quickly listed three things:

• Leadership
• Character
• Teamwork

The coach was then asked,

How about talent?

The coach then stated,

That’s should already be assumed.  Why else would I be looking to recruit the player?

Now I’m not knocking the coaches last response; but nothing should be assumed when it comes to recruitment.  Whether you are in sports or in business, recruitment is a tough task.  Being able to scout talent, conduct great interviews and perform a background check are important steps when building a great organization.

Good Scouting

When looking for the right person to work for your company, consider the following questions:

• Does the candidate fit your company culture?  Successful corporations make sure this answer is an emphatic yes.  Zappos is just one example of how a company can grow by focusing on people who already live by the values of their corporate culture.  Regardless of the size of your company, hiring someone who has the same values as your company is vital.  Just make sure it is not a “yes man” you’re hiring.
• Does the candidate have the right experience?  Looking to hire a sales person?  Great, but what type of sales?  Do you want to hire someone with a portfolio and experience in your line of business?  By answering these types of questions ahead of time, you will be able to scout a great candidate and not get lost in the “hype” of the candidate.

Interviewing

After the initial scouting process, the next logical step is interviewing.  Depending on the job, this can be a short or long process.

• How many interviews do you conduct?  Unless you already have a working relationship with someone, you should never hire someone based off only one interview.  Regardless of the position, at least two interviews should be conducted.  This allows for any additional questions to be asked and give both you and the candidate a better “feel” about the position’s needs/expectations.
• How many people are involved in the interview process?  It’s nice to have a different perspective, but don’t turn the interview into a 12 person interrogation.  Having two people at one time during an interview is a good number.  This way a company can get more than one point of view, while the person being interviewed can still be in a relaxed setting.
• Do you conduct a personality profile?  Personality profiles like DiSC are great tools to use when hiring a new candidate.  These profiles can offer a perspective about how a person interacts with people and shows you how best to communicate with a potential new hire.

Background Check

Overlooking a background check can really come back to haunt you.  A good background check can validate what a candidate has stated about their past and can help you get a better fill for a candidate.

• References: Have some solid questions ready for each reference.  These are the people a candidate wants you to call, so be ready to ask some open ended questions that can shed light on a person’s experience, character and attitude.
• Previous Employment: Previous employers usually don’t give out too much information, but you can at least make sure candidates gave you the right information about how long they worked somewhere.
• Criminal and Credit Check: Never hurts to double check to see if a person is swimming in debt or has a shady history.  If something comes up, give the candidate an opportunity to explain the situation; it shouldn’t necessarily be a deal breaker…unless it’s something really, really bad.

Not every hire will be a perfect fit and may end with a termination, but by doing your part you can minimize hiring the wrong candidate.  Following the previously mentioned steps will help you find the right person and reduce the risk of hiring someone who may not live up to the expectation.

Customer Service vs. Customer Respect

When it comes to serving your customer, do you give them respect?

In sales, the most important aspect is getting the sale, but what happens afterwords is just as important.  Making sure your customer is treated well after the sale can lead to additional sales from the customer and create a strong referral source.

So, what do you do after the sale is done?  Most will answer with,

Give great customer service.

But what is great customer service?  A great answer will, at least, include the following these three items.

• Customer Acknowledgement
• Customer Resolution
• Customer Appreciation

Each item is just as important as the other and together proves to your customer that you respect them.

Customer Acknowledgement

Do you call your customer by name?  Do you know what your customer does for a living?  Customer acknowledgement starts with knowing your customer’s name but goes way beyond that.  In banking, we use the term know your customer.  This means exactly what it says and, when done correctly, has a positive impact on customer service.

• Compliance: When you know your customer you have done your due diligence by finding out important information.
• Marketing: When you know your customer you can create target marketing and cross selling opportunities that have a higher Return on Investment value.
• Service: When you know your customer you can provide extra services like Cash Management, Remote Deposit Capture and Mobile Deposit.  These services have a higher risk than standard bank services, but when you know your customer you can limit the risk factor while providing exceptional customer service.

Even though these examples come from the banking industry, it doesn’t mean they are exclusive to banking.

Customer Resolution

Regardless if you are selling a product or a service, a customer is going to run into an issue or problem.  What you do at that moment can have a lasting impact on future sales and successful referrals.

• Speed: How quickly do you resolve the issue?  Quickly resolving the issue goes a long way for a customer, but “quickly” can mean different things.  Be sure to define what “quickly” is for your customer and get to it.
• Accuracy: Does it take only one time to resolve the issue?  Issues that are often repeated can cause a headache for a customer.  Do your best to solve the whole problem the first time, so there won’t be a next time.
• Empathy: How do you empathize with your customer?  Showing empathy is just as important as speed and accuracy.  Put yourself in your customer’s shoes and understand why the problem is such a pain.

These three examples in customer resolution ultimately boil down to communication.

Customer Appreciation

Everyone loves being appreciated.  Here are just a few examples of small tokens of appreciation.

• Cards: It only takes a few minutes to mail a thank you card, a birthday card, or an anniversary card.
• Meals: Taking a customer to lunch, hosting a lunch and learn or host a cookout at your office.
• Gifts: A gift during a special occasion or holiday.

Of course there are other ways to show appreciation.  Just remember to keep your customer in mind by doing something they would see as appreciation.

So, do you give your customers respect, or do you leave them feeling like Rodney Dangerfield?