The
ABC’s
of Top
Performers Qualities to look for and nurture in yourself and your team
ABOUT THE AUTHOR
Becky McCrary is an internationally recognized expert on relationship building. She spent 20 years in financial services: performed teller transactions, opened new accounts, approved and processed consumer loans, originated mortgage loans, managed branch operations, developed regional business partners and inspired her staff.
In banking, we measure everything. We establish goals and benchmarks. We know exactly where we are in the process. We work together as a team to help each other succeed. We know professionalism when we see it. And yet we sometimes stumble over the details of what it takes to achieve it. For a quick reference, just follow the ABC’s. Top performers ASK. Be inquisitive. The more questions you verbalize, the more knowledgeable you will become. Understanding the how and the why makes you an asset to your customer, your team and your organization. Offer to help others; ask for help from others. Ask about the history, what’s shaping the future, and your place in it. So, what do you want to know? Top performers BEHAVE. Your dress, body language, tone of voice, clutter-free workstation, responses, even the expression on your face allow others to judge your professionalism. Make them feel welcomed and valued. You can’t treat everyone the same, because they are not the same. Match your behavior to the situation. Casual speech, perhaps appropriate to an 18 year old customer, will not be as well received by a 30 year old. Behave well. Top performers display COMPETENCE. Maintaining the required skills, you never stop learning.
12
The Arkansas Banker | December 2016
Read everything – brochures, manuals, applications, booklets. And just because you knew it, doesn’t mean you still do. Change happens constantly. With technical courses, self-study, or group experiences, you can embrace the requirements of the job, the company and the industry. Your continued competence is up to you. Top performers are DEDICATED. Be on time. Be prepared. Be physically and emotionally present. Top performers don’t call in sick the first of every month. They don’t arrive 15 minutes late to work or to the meeting. And they don’t have to search for every document, report or email they need. They have it together. When you acknowledge your primary function is to absolutely delight the customer, you approach situations with a renewed attention to detail. Devote your time and energy to advancing your career by meeting the needs of customers and the organization with dedication.
