All the big successful companies––like Apple, Google, Starbucks and others––know that the key to success is having stellar front-line staff who can actively and positively engage with clients. First impressions are important and could mean the difference between success and failure in your business. To attract these key individuals, you’ll need to consider your culture, collaboration, and communication.
Create an Attractive Culture
Good salaries are important, but first employees must want to jump out of bed in the morning, eager to begin their day at the office. This is where the culture of your organization must be considered.
“If you’ve created an environment where employees are heard, valued, and respected, you’ve got a clear competitive advantage to tout. Go beyond vetting candidates to selling them on a genuine culture you’ve established,” says Peggy Shell, founder and CEO of Creative Alignments. Employees want to know their work matters. They want to be challenged and learn with a great team of collaborators who are passionate. They want to work for someone who cares and gives back.”
It’s also important that you think of in terms of the whole. Each employee should be aware of the offerings in other departments. At Apple, it’s common place for everyone to be on the sales floor selling before they move into other positions such as training and technical repairs. The company also provides opportunities for employees to do short assignments in other positions within the stores (such as leadership) or even transfer short-term to other stores, even those in foreign countries. This provides the employees with an overarching knowledge of the company’s functions and renewed enthusiasm for working for the company. They are less likely to stagnate and feel isolated by knowing they are part of a greater whole.
Empower Your Team
Training is key to empowering your team. In the banking world, training and in-house universities have fallen by the wayside. While your older employees may have benefited initially from additional training, younger employees are often wandering around in the dark and hitting plateaus that might send them searching for adventure elsewhere. Employees need to be supported in growing and expanding their contribution to the organization. Stagnation and inertia lead to low morale, disillusionment, and eventually high levels of turnover. Training new people often is more costly than providing avenues of learning for your current employees.
Imperative above all else is communication. Leadership must be open to listening to the concerns and contributions of their entire team––especially those on the front lines. Customer relationships are formed here first. Very often those employees who interact with the customer initially may find solutions to customer service issues––or be able to enhance the relationship with that customer by providing solutions to their problems.
So if you and your leadership team wish to make even one small change that will ensure a brighter future for your organization, Stop, Look, and Listen.
- Stop thinking that you know it all and that the way it’s been done is the way it should be done forever.
- Look for opportunities to change the way your business is done.
- Listen to your team. They may know more than you give them credit for.
Then be prepared to take action on suggestions that while they might be a little innovative, they might just mean setting the stage for your organization to stand out among others.
To your success!
If bringing in quality new deposit and C&I customers is a priority in 2019, call me at (760) 720-9270. Let’s discuss your options and how to remain successful in a rising rate environment. Also click here to see my Sales Honing Academy website for more info.