Posts tagged service
Can service-oriented staff really sell?
In the few years that I’ve been involved in fiVISION we have been interested in helping our credit union clients get better at cross selling. We even have some products that address this goal specifically … but, I have to say that there are some really different philosophical approaches to selling out there. Most of these discussions rotate around having staff – who are traditionally service oriented – become super sellers. Does it work?
The prevailing wisdom in the industry is that we need to provide sales training … to foster a sales culture … to position staff to be able to engage customers in a conversation that results in a sale of a new account or an expanded service. In other words, teaching staff to sell … because as we all know, sellers sell, right?
If you’ve been reading some of my writing, you already know that I’m big into old ‘adages’ and ‘clichés’. This one is pretty obvious – the adage being ‘the icing on the cake’. A quick investigation into the meaning and background of this phrase confirms what we all think it to mean, something along the lines of: ‘An additional benefit to something that is already good’.
As a side note, I’m not quite sure why I rely on these old phrases except that I do find them generally to be pretty darn accurate. Usually offered up by
older wiser, more experienced folks in various life situations, they tend to be based on a collective body of experience that is truthful, honest and sometimes all too direct.
For example, while writing this article another vision about a similar adage (it involves cake too) comes to mind. I can still see my grandmother saying while sternly looking over her glasses and down her nose at me: “Michael, you can’t have your cake and eat it too.” I really have no idea what that means … guess I’ll need to investigate it a bit further.
But let’s get back to the icing on the cake … or rather … the question of having your icing without the cake. (more…)
In the course of a normal workweek I end up communicating with several folks at credit unions – most of which are in a managerial or leadership position in the organization. Recently, I’ve been checking in with many of them who put a project on the back-burner last fall or early this year because of the uncertainty of our economy. In many ways this was a very appropriate reaction: there’s uncertainty, we need to batten down the hatches and ride this thing out.
I must admit though – that the current perspective of a good portion of these folks is somewhat surprising. In general, the response is something like “Mike, it’s been a tough year. We’ve closed a couple of branches, loan volume is down, collections are up and I’ve had to reduce staff to trim our expenses. We just are not going to be able to look at any of these projects until business picks back up.”
Are we missing the boat? (more…)
fiVISION has signed Advantis Credit Union ($460 million, 35,279 members) based in Portland, Ore., to implement its memberWORKS CRM suite. Advantis will also be the first to utilize fiVISION’s CRM interface to the credit union’s XP2 core processing platform from XP Systems. Advantis will commence implementing fiVISION’s CRM suite and interface in mid-January 2007, starting with the first phase of the project, which includes installing core service and sales modules. (more…)