Incentives and Targets - After WellsWith Honey Shelton
- 1 Video
- 2 PDFs
- 2.0 hrs
ICB Credit: 2.5 CRCM
How could the Wells Fargo cross-selling fiasco happen?
The big bank had a big problem -- an ill-advised, completely over-exaggerated sales culture. Wells bragged and boasted for years about how it was the leader of the pack when it came to cross-selling. There are many lessons to be learned from the Wells debacle. When you make unrealistic demands and it’s all about the numbers, the culture will collapse. It did.
What went wrong at Wells? What repercussions will YOUR financial institution face as a result? How can you benefit from the lessons learned?
You want to excel at customer service! You should. You’ve invested heavily in developing products to help your customers and stay competitive. You should have. You want to blend the two and get excellent results, engaged employees and happy customers. This webinar will help you do just that .
We will explore what to do and what not to do in order to shape your sales/service culture into a thriving, customer-focused, employee engaged success!
There is nothing magical or easy to excel at how you prepare and convey the vision of your culture. It takes planning and implementation to develop core values that ensure you take care of your customers and train your employees. When you build a culture that is focused on doing the right thing by both the customer and the employee you have a win-win game plan.
Now more than ever before the regulator, the auditor, the community, your board of directors, and staff will pay close attention to the talk you claim to walk.
The Highlights of this Webinar:
We will begin the program by dissecting what happened at Wells.
Then, we’ll help you:
- Structure appropriate targets and incentives.
- Plan your cross-selling program right. Train it right. Stay devoted to doing right by your customer.
- Establish the cornerstones of your culture…values and vision.
- Determine who will be accountable for leading the culture.
- Set expectations for your customer-facing staff to support the culture.
- Plan how you will train your leaders and your staff.
- Determine what behaviors and results you will incentivize.
- Track and audit all results…values, numbers and behaviors.
- Proudly hand your sales performance plan over to the examiners.
- Show your community, your customers and your staff that integrity is first…always.
Honey Shelton brings the best of both worlds to her speaking and training engagements. She has 30 plus years of experience as a training and quality improvement consultant for banks and banking associations across the country. Her substantial banking background includes spending three years as Executive Vice President/Chief Retail Banking Officer with a $1 billion south Texas bank.
Nationally recognized as an outstanding speaker, over a half million bankers have participated in programs Honey has presented. Her depth of knowledge, enthusiasm, and compelling personality have left a lasting mark on InterAction Training, the firm she founded in 1983.
As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Honey invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state banking associations and has accumulated an impressive client list that includes over 300 banks, credit unions and other organizations. Globally, she presented a program in the south of France for an international, energy-related firm.
Honey has a coaching practice specializing in helping others pursue professional excellence and is the author of numerous published articles and training manuals. Her first book, Coaching Yourself & Others will be released soon.
As a member of the American Society of Training & Development (ASTD), Honey continues her personal pursuit of excellence and has obtained certification in Reality Therapy from the William Glasser Institute as well as certification from the Training and Development Program at Texas A&M.