“The responsible worker has a personal commitment to getting results.” — Peter Drucker
As the financial landscape continues to shift, big banks have certainly capitalized on market share but the bigger story I’m hearing is about the astonishingly poor customer service levels delivered by some of the industry’s major players.
Financial companies who ignore or fail to service their customers are at risk for not only losing referral business but top originators who demand excellent customer service of themselves and the companies for whom they work. Great customer service is simply not negotiable for top sales performers. It is standard operating procedure.
While faltering service is a problem, it also is an opportunity for firms with better salespeople — those committed to providing a great customer experience — to step in.