Banking Relationship Management
Program Testimonials
1 Mike's Way, Downs Illinois, 61736
January 10, 2011
Barbara Sanfilippo
High Definition People®
Dear Barb,
I’ve seen a lot of banking relationship management
programs in my career and without question your system is
the best! As a result of your excellent training, coaching
and consulting process, our bank Relationship Managers (RMs)
are not only improving their performance, they’re really
enjoying their job more. Without your valuable assistance
in implementing a structured and sustainable process and making
it “user friendly” for our RMs, I believe we couldn’t
have recouped an ROI from our significant investment in our
new CRM software.
Our President and COO and I were amazed that within just
the last eight months you have been working with us, we’ve
had increases (partial figures) in key areas: 3.5% more DDA
accounts and 7% more balances (up $11M) , 1% growth in SAV
account numbers and $1.8M in balances, 19 % increase in on-line
banking,19% growth in web bill-pay accounts, 53% increase
in eStatement enrollment, 67% growth in business on-line banking,
and a 22% improvement in referrals to our investment advisory
area. Specifically, we know of some $2.5M in new assets now
under management in our Wealth Management area directly resulting
from the new consultative sales approach that you introduced.
And to add icing to the cake, in our most recent survey, customers
who were contacted by their RM using the approach that you
brought us showed much higher levels of satisfaction versus
our “baseline” customer responses. Your program
is the differentiator.
I feel that what specifically made these numbers possible
is that you were able to get our RMs to integrate your
process into their daily activities. They’re now developing
their assigned book of business, strategizing with pre-call
planning, making introductory thank you calls and more. Most
significant of all, they’re maintaining customer profiles
in our new Premier Customer View, CRM system, actively summarizing
customer conversations and anticipating customer life events.
I’ve noticed that many sales management training programs
teach skills but they can’t always get the managers
to totally assume the role. Your enthusiastic and genuine
style combined with the credibility you established allowed
you to quickly gain the respect of my team and gain their
buy-in. They’re observing interactions with customers,
coaching and working closely with their RMs to encourage
and raise their performance. As the head of Retail Banking,
I also personally found your coaching and guidance invaluable
to me in sustaining and reinforcing the process.
At Freestar Bank we’re committed to differentiating
ourselves by moving from simply completing transactions to
building customer relationships and value. So your philosophy
of avoiding “product pushing” and creating a personal
connection with neglected customers is a good fit with our
culture. Many thanks Barb for being a valued partner and contributor
to our success. We look forward to working with you to continue
and expand the process and becoming “high definition
people”.
Scott Dixon, EVP
Freestar Bank
Other Clients
I learned more about
business development, making consultative sales calls and
attracting SEG's in 1.5 hours than in the past nine months
in my job. Barbara's ideas on pre-call planning, infiltrating
a niche and adding value are amazing and her enthusiasm is
contagious.
~ Virginia Credit Union
Given the wide range
of experience in our group, you successfully engaged ALL of
our sales staff. Even our veterans benefited from your focused
presentation and coaching session. The positive feedback we
received from our people was practically unanimous and all
felt that the concepts, focused on relationship building with
clients to grow sales, were practical and worthwhile. There
is no doubt that your ability to connect with our folks was
a direct result of the great amount of time you spent in preparation
and the diligence with which you tailored many portions of
the day. Going forward, we will surely continue to incorporate
many of the techniques and tips and use it to grow our company's
revenues and the incomes of our staff.
~ Zenith Marketing Group
Congratulations on
celebrating your 20th anniversary in business. The programs
you developed have helped our company greatly. We put in place
our WOW Service Culture so many years ago and our Service
Improvement Teams, our standards and our measurements are
still a part of our daily life. You promised us a program
that, if we did our part, would never set on a shelf but would
help us keep our service culture alive and well and that has
been the case. So again we thank you!
~ Bank of Lancaster
and Bay Trust Company
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