A Question Filled Tuesday...

OK...so here I am thinking about things...many things. This morning I was up early driving to Mount Pleasant, MI to visit a client. You should have seen the sunrise this morning...it was AMAZING....but I digress.

My post this morning is in the form of several questions....more thought provokers than anything....here it goes:

• When was the last time you had lunch with 3-4 customers and asked them about their experience at the bank?
• Have you recently held a small "focused meeting" with several front line staff? Asked them what they are hearing?
• Have you mailed out personal invitations to 5 customers this week to visit you for a cup of coffee?
• Does your bank track referral frequency from customers?
• Do you know who is your largest depositer? Loan holder? Commercial customer? Trust customer?
• Have you come in the back door of your offices and walked backwards through the experience of a customer...as you know the bes way to proof-read a document is to read it backwards...I bet the same can be said for auditing your branch experience!

Many questions...no real "right" answers...other than YES and/or I will. These are important gut-level checks that are so easy and inexpensive, yet widely missed.

Take a stroll around...and see what you see!

Cheers!

Bruce