Relationship Building Culture May 2007 Chh Short


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Brief intro to a sales program designed to inrease Credit Union\'s penetration in protecting loans with Life and Disability coverage at time of sale.

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Relationship Building Culture May 2007 Chh Short

  1. 1. Creating a Relationship Building Culture! Previously known as; “Creating a Sales Culture.” Presented By: Chris Harkness
  2. 2. 1915 – Today … Overview: <ul><li>Not a NEW concept ! </li></ul><ul><li>92+ years the CU has thrived on relationship building </li></ul><ul><li>“ Treat people right, meet or exceed their financial expectations and they will continue to do business with us … and tell their friends and family to do business with us.” </li></ul>
  3. 3. 2007 & Beyond … Preview: <ul><li>It’s okay to ask questions; </li></ul><ul><li>It’s okay to “think” for the member; </li></ul><ul><li>It’s okay to make suggestions … we are the experts; </li></ul><ul><li>It’s not okay to assume we know a members needs; </li></ul><ul><li>We might painstakingly avoid calling it SALES … but that’s what it really is. </li></ul>
  4. 4. “ I Will Provide Excellent Service” - CUCF 1996-2007 <ul><li>Enter Your Navigant Values </li></ul><ul><li>But, Excellent Service will still RULE ! </li></ul>
  5. 5. Simple Philosophy <ul><li>“ If you make a sale – you earn a commission …” (incentive – smile - ???) </li></ul><ul><li>“ If you make a friend – you earn a fortune.” </li></ul><ul><li>Ancient Chinese Proverb </li></ul><ul><li>NO Jeffrey Gitomer – Sales Guru </li></ul>
  6. 6. <ul><li>Our Members are Our Friends , </li></ul><ul><li>Friends don’t leave friends; </li></ul><ul><li>Friends trust friends; </li></ul><ul><li>Friends expect friends to give them expert advice; and </li></ul><ul><li>… They expect us to make sound financial suggestions on what to do, when they are in front of us. </li></ul>We’ve Always Been Making Friends
  7. 7. Purpose of “Extended” Friendships <ul><li>In conjunction with CMG’s Lender Development Program, is the creation of a “Goals” structure; </li></ul><ul><ul><li>Branch and Departmental goals </li></ul></ul><ul><ul><li>Clearly $$ is not the sole motivator </li></ul></ul><ul><li>Forging a new way to “inspire” staff while also “rewarding” our members through “Value Added” services & products </li></ul><ul><li>CMG = CUNA Mutual Group </li></ul>
  8. 8. Expectations & Accountability <ul><li>Along with Goals comes expectations. </li></ul><ul><li>That’s NOT a bad thing … </li></ul><ul><li>“ That which is not measured, does not grow.“ </li></ul><ul><ul><ul><li>Anonymous Quote from a Sales Training Program that stuck </li></ul></ul></ul><ul><li>GOALS will be real, attainable and fall within our Big Picture (or BHAG) growth plans; </li></ul><ul><li>We will maintain High Service standards – </li></ul><ul><li>We will expect referrals, share success stories and elicit testimonials. </li></ul>
  9. 9. Others Will Benefit From Goals? <ul><li>The Usual (Front Line Sales Staff) … plus </li></ul><ul><li>Back Office </li></ul><ul><li>Tellers </li></ul><ul><li>Members & Credit Union’s Assets </li></ul>
  10. 10. A Navigant Sales Approach?
  11. 11. <ul><ul><li>Have Fun ! This is a minor attitude adjustment; </li></ul></ul><ul><ul><li>Embrace CMG Lender Development; </li></ul></ul><ul><ul><li>Think of the Benefits to the Member; </li></ul></ul><ul><ul><li>Super Serve – That’s something we’ve always done so well since 1915; </li></ul></ul><ul><ul><li>Educate, Inform & Empower Members to make sound financial decisions with our expert guidance. </li></ul></ul>Wrap Up!