Are you rewarding your team limited to speedy transactions, or are they being rewarded for building human relationships also? Learn how the tiny things you say or don’t say can either help you keep or lose a customer. My father worked two jobs most of his life to aid my four siblings and me. So he was very happy when he could buy a little house for all of us in St. Paul, Minnesota.
He took out a 30-year mortgage with a bank or investment company just three blocks away. This bank or investment company is also where he preserved his checking accounts and his life savings, which amounted to a good deal of money as he saved over time. My mother ran the house (a hardcore job with five kids) and paid the bills. The mortgage payment was presented with a special status by my father.
He insisted that my mom always pay it fourteen days early. And, of course, that designed the mortgage payment would never be past due. Every month So, my mother would sit at our breakfast table, have some coffee and toast, and pay the bills, including the mortgage that went into the mailbox in front of our house two weeks before it was due.
Time progresses, and kids grow up. Eventually, my siblings and I moved out. But as my dad told me, 1-day he was sitting at the breakfast-time table with my mom while she had written out assessments to settle the bills. Suddenly, she was decreased by her pen and looked up within my father.
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So he went upstairs and got into his finest suit. Then he strolled out leading door on that beautiful springtime morning hours and strolled three blocks to the bank. He opened the entrance way to the bank with a great sense of pride, stood in-line, and contacted the teller. She stamped the check, then stamped the receipt, and slid it to my dad. As he explained this whole story years following the event had happened, I could see how annoyed he was still. So my dad switched from the teller and remaining the bank without saying a portrayed word. Day But he returned the next.
He withdrew his life savings, closed his checking accounts, and relocated them all to some other bank or investment company. What Did the Teller Do Wrong? That is the story as my dad told it if you ask me. Did my father overreact? Well, picture the investment he previously made in the home. Each month Envision the satisfaction he had taken in his hard work and early payment.
Imagine how proud he sensed when he moved into the lender having completed his 30-year commitment. And picture how smashed he felt when he still left. What did the teller do wrong? She didn’t understand the need for the moment and exactly how my father sensed. She didn’t read his smile, his body language, or the appearance in his voice. She looked at the situation as a straightforward transaction than one of creating a relationship rather. A simple Even, “thank you” (that ought to have been automatic) may have been enough to save lots of my father’s accounts.
Now, here’s the frightening part. If her manager have been watching that morning and acquired seen her collection moving along quickly, that manager would have judged that teller was doing congrats without recognizing that she got lost a valuable customer. And if my dad was telling me about his disappointment years later, how many of his friends do you imagine he told at the right time?
In our highly competitive marketplaces, too often we only emphasize big things to get customers – long hours, faster delivery, lower prices. These can all make a difference and possibly expensive to apply. It’s a shame to have all this effort and expense undercut by small actions (or inaction) with the client when doing things properly can employ a positive effect while costing nothing.