The ABC’s of Top Performers

Qualities to look for and nurture in yourself and your team

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. ABOUT THE AUTHOR

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. 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.

Top performers are EFFICIENT. Make the best use of time. Accurate transactions are only the beginning. Use slower times to get clarity on those situations that had to be escalated, so you remain in the loop. Determine what happened and the reasoning process or policy used to make the determination. Replenish your supplies. Verify your progress toward meeting your goals. Use slower times for online tests and training or to return messages and emails. Keep your workstation clear of clutter. You feel more personal power when the piles are gone.

Top performers are FRIENDLY. This is so much more than eye contact and a smile. This is taking an interest in the lives of your customers. When you know how they live, you are better prepared to offer products and services that will make a difference to them. Whether buying a boat, investing for the future or managing finances, customers want to deal with friendly people. Don’t consider their stories as interruptions, but as a glimpse into what it will take for you to put them in a better situation. Top performers are GO-GETTERS. Be someone who goes the extra mile. You will not stop until they are satisfied. You are constantly looking for your next opportunity. Volunteer to lead the fundraising campaign for your charity of choice. Ask to crosstrain in the call center or lending. Have a greater understanding of the process. Pursue your certifications. Don’t wait for it to be offered; go get it!

We know professionalism when we see it. When we focus on being REAL — Relevant, Engaging, Authentic and Loyal — others see that professionalism in us. Excerpt from upcoming book, “REAL Customer Service: Staying Relevant, Engaging, Authentic and Loyal in real world situations.” ©2016 Becky McCrary, Certified Speaking Professional is an internationally recognized expert on how we treat each other. Reach her at www.BeckyMcCrary.com. You can even Google her. She won’t feel a thing.

NCCB 2017 ABA NATIONAL CONFERENCE FOR COMMUNITY BANKERS

FEBRUARY 19–22, 2017 JW MARRIOTT ORLANDO, GRANDE LAKES ORLANDO, FLORIDA

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