Building Trust in Your Branch
This week I read a wonderful quote: “Trust leaves on horseback and returns on foot.” It’s so easy to lose trust in a hurry and so difficult in today’s society to gain it back. Let’s take two minutes to talk about trust in your financial institution.
Building Trust with Customers
The more you convince customers they are more than a wallet, the more they will trust you and return to you for loan products. If you want customers to trust you, what are your requirements of your operation? Deliver on your promise of being a financial friend. No high pressure sales, no banking jargon, and no skimping on detailed responses to their questions. Customers are more interested in their relationship of people inside the branch, than in the name on the outside of the building.
Are you serving customers the same in the last t10 minutes you are open as during the middle of the day? If you are open, then you should. If your employees want to shut down early and focus on the end of the day details of paperwork, balancing, etc, instead of fulfilling the customer commitment of great service, then post those hours you plan to only provide good service. Your branch hours are a contract with your customers. They trust you will treat them properly at any time you are open.
If customers mean more to you that a wallet, show you appreciate them, get to know your regulars, and truly engage them in short conversations like you would a friend. I’m not saying impose, but gentle interaction and acknowledgement build trusting relationships.
Building Trust with Employees
The Law of the Lid states you can’t expect more than you are willing to do. Are you cutting corners on your employee interactions? Are you simply pencil-whipping performance evaluations just to get them done? Are you telling them to do one thing, yet you aren’t following through with the same behavior? Employees are watching your actions and will do as you show them. Ever wonder why some employees might think it’s OK to make negative comments about fellow employees? They saw that behavior somewhere. Have employees failing to fulfill commitments? Take a deep look inside: How well are you fulfilling your commitments to them?
Trust is always a two-way street. If you are a manager or owner who insists employees do as you say not as you do, you have unrealistic expectations. The top dog sets the view, actions, and habits for the rest of the pack. Are you setting the trustworthy tone for your branch?