branch manager as inside coach & outside business developer

MZ BIERLY CONSULTING

Branch Manager as Inside Sales Coach and

Outside Business Developer

Buck BierlyMZ BIERLY CONSULTING, INC.

David KersteinPeak Performance Consulting


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Copyright © 2007-2012 MZ BIERLY CONSULTING, INC.

ALL RIGHTS RESERVED

Copyright © 2012 Peak Performance Consulting Group.

ALL RIGHTS RESERVED

Notice


Building a Relationships withSME Business Owners (excerpt from Webinar)


The Human Touch

Many Business Owners are looking for a point of contact. . . a point of contact they can count on (more on that later).

Greenwich Associates, August 2011


The Human Touch

Companies want the “human touch”

From late 2009 to July 2011, companies began putting more stock in the “human touch.” Over that period, the share of small businesses citing the Internet platform as the single most important point of interaction with their bank declined from 24% to 18%.

The Relationship Manager is the most important point of contact

Meanwhile, the share of small businesses naming their relationship manager as their most important point of contact jumped from 48% to 53%; among midsized companies that share increased from 60% in December 2009 to 71% in July 2011.

Greenwich Associates, August 2011


What are Business Owners Looking For?

1. Most businesses (and most banks!) were growing with the “robust” economy; spreads and fee income were strong and business was walking in the door

2. From 2001 to 2008 most banks focused on customer service and responsiveness

3. The recession changed that. . . Now there are fewer opportunities and more competition

In today’s environment, will customer service and responsiveness be enough to win a relationship with the SME Business Owner?


There are Different Levels of a Relationship

Deliver Commodity that Meets Specifications

Deliver “Good” Product and/or Service

Provide “Good”Service and Support

Contribute toBusiness Issues

Contribute toOrganizational Issues

Make an Important

Contribution

SellProduct

Competition

Decrease

Increase

Importance of Features

PriceSensitivity

1. Not all Relationships with Business Owners are the same2. Not all Business Owners want the same level of relationship with a Banker3. Not all Bankers can build all levels of relationship with a Business Owner

4

3

5

2

1


This study correlates skills with “Customer Satisfaction” and with the likelihood a Business Owner would

refer you to other Business Owners.

What Many Business Owners are Saying

Data from the Enterprise Council on Small Business


The Key Skills from the Study.




The Questions that drive results and

satisfaction.




Creating Success with Branch Managers as Relationship Managers

1. Let’s go back to the Clients that have been successful with BMs, what was the difference? In our next webinar we’ll go down to the

50 foot view. . . For now give me the 1,000 foot view.

• What did the leadership in the Bank have to do?

• Did the focus affect consumer results?

• Did the focus affect staffing levels?

• Did the focus affect staff roles and skills development?


Can It Work with Small Business Specialists?

1. Let’s go back to the Clients that have been successful with SBSs. . . what was the difference?

• What did the leadership in the Bank have to do?

• Did the focus affect consumer results?

• Did the focus affect staffing levels?

• Did the focus affect staff roles and skills development?

• Any other comments?

2. Can either work if you put the time and energy into it?

3. Have you seen any difference in results or customer satisfaction when comparing the two models?


Final Observations: Aligning Sales Strategy with Business Goals

1. It’s not just selling more products, it’s about creating deep customer relationships and high share of wallet

2. Sustainable performance requires well defined, disciplined process• What prospects/customers do we call on?• Who calls on them?• How do we measure success?• How many calls, referrals, contacts do we need to make to meet business

objectives?• How do we manage the on-going customer relationship?

3.Training is only the tip of the iceberg• Consistent, regular coaching• The right people in the right place• Transmitting best practices• Rewards and recognition


Visit Our Website for Additional Webinars and Our NewslettersOur next live webinars in this series:

Date: February 27,2012Topic: Building and Sustaining an Effective Branch Sales Organization

Date: March 19Topic: Building Business Acumen: Coaching Branch Managers

To find out more about all of our upcoming webinars visit https://mzbierlyconsulting.webex.com or call Susan Lersch at (610) 296-4771

branch manager as inside coach & outside business developer

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