Sales and Service Culture Development or Improvement

Our “Sales and Service Tune Up” is a terrific tool for financial institutions to improve their results. If you are just starting out and need a good implementation plan or if you have been at it a while and want to get to that proverbial “next level”, the Tune Up is the right tool. Though the approach is customized for each company the basic process includes:

AN IMPLEMENTATION PLAN

This is actually the end result. We finish by presenting an on-site briefing with the client that shows the results of our research and present them with a plan to implement actions that will improve their results. You’ll be amazed what an “outsider” can learn about your organization when they follow a process, compare your operation against a model, have an unbiased approach, and actively listen to staff members at all levels. We will help you identify your strengths and weaknesses and develop a practical plan that will give you amazing improvements in your results.

HOW WE DO IT

Generally we have three concurrent pieces to our research:

Employee Interviews – this is most often composed of individual interviews with managers and officers, with focus groups of non exempt employees.

Employee Survey – We use an anonymous, on-line survey that gives everyone a chance to express their opinions of the company’s sales practices. The survey is simple – it takes less than 20 minutes to complete, and can be stratified in many different ways.

Review of existing practices – We’ll ask you for documentation of you existing policies and procedures, which we’ll review in depth.