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Success Stories
- Creating a Uniform Culture
- Driving Organizational Focus on the Right Customer
- Driving Revenue Through Referrals
- Establishing Differentiation Through a Distributor Sales Force
- Executing a New Sales Strategy
- Helping a Client Quickly Turn an Existing Program into Sustainable Action and Results
- Increasing New-Hire Productivity
- Instilling a Winning, Competitive Attitude in the Sales Force
- One-on-One Coaching to Breakthrough Results
- Providing Practical Tools for Sales Management in a Changing Marketplace
- Raising the Bar on Performance
- Results Soar for 700-Agent Call Center
Raising the Bar on Performance
Industry:
National Banking Organization
Situation:
This organization was concerned with their business banker’s apparent comfort with maintaining the current average level of sales productivity. A wide range of sales inefficiencies had become evident. Bankers were single product focused (selling only loans and focusing only on existing customers), not acquiring new business, caught up in low-impact administration activities, and blaming inactivity on poor price or weak marketing. Meanwhile, the competition had become more aggressive and the bank needed stronger results to compete.
Analysis:
Business Efficacy observed the activities of high-performing banker managers. They discovered a lack of clarity on what and how to coach in order to improve business banker productivity. Furthermore, managers were not being held accountable for the performance of the bankers by senior management. Managers were allowed to blame the market, economy, and/or the banker’s capabilities as the reason for lower than desired performance.
Execution:
Business Efficacy chose to develop senior management’s coaching skills through a six-month, Business Efficacy designed, custom-coaching program. During the first 90 days Business Efficacy would coach senior management to obtain breakthrough sales performance from one business banker through the coaching of the banker’s manager. The second 90 days would have two additional business bankers obtain breakthrough sales performance while the original banker sustained the breakthrough sales success.
A kick-off meeting initiated the program. Senior management clarified the expectation for sales results to improve through the increased quantity and quality of the banking manager’s coaching.
Through the first 90 days, Business Efficacy helped senior management get their business banking managers to:
- Track key sales activities and results daily and weekly.
- Analyze what works and doesn’t work and select a high-impact activity to improve.
- Conduct one-on-one sessions on performance against the “breakthrough” goal and on developing the banker’s ability to identify client needs and sell to those needs.
Every manager experienced “breakthrough” results and successfully coached their banker’s to reach the “breakthrough” goal in 90 days. After 90 days, Business Efficacy facilitated a meeting to capture what worked and why and prepared senior management to repeat the process with the same banking managers and two additional business bankers.
Impact:
The number of bankers achieving sales excellence honors increased from 20 percent at the start of the Breakthrough Performance Coaching Program to 40 percent after nine months.