| "No time to sell to small business" is a killer if | | | | customers for "check in" re-boarding |
| you're intending to expand your business with this | | | | conversations. |
| segment. Many banks say, "We're committed" | | | | - Field Coaching Time - defining, tracking, and |
| but: | | | | holding first- and second-level sales managers |
| - Their branch managers can barely make two | | | | accountable for coaching the calling process, even |
| phone calls a day to existing customers. | | | | if it means hiring and deploying sales coaches in |
| - Their first- and second-level sales managers | | | | the field to support them, one per 30-40 |
| spend less than 30% of their time coaching the | | | | branches. Left uncoached, branch small business |
| sales and service process in the field and only a | | | | sales activity will be displaced by operational or |
| small portion of that on small business. | | | | retail consumer banking activity. |
| - Small business bankers' sales time is < 50% of | | | | - Call Center Support - adding call center |
| their time. | | | | "partners" to call customers in specific branches, |
| Four steps to addressing time challenges that will | | | | one for every three to five branches. These |
| support your team to retain and grow wallet | | | | resources can be added surgically to focus on |
| share are: | | | | branches with the largest small business books or |
| - Change your Scorecard - branch staff will follow | | | | branches with the largest census of target |
| their scoreboards. If they don't have time to call | | | | business types. Call center resources partner with |
| your small business customers, change the | | | | specific branch staff to manage and deepen |
| scoreboard so it's worth their while. | | | | relationships with branch customers. |
| - Minimum Branch Sales Time or Activity - | | | | To increase small business growth in your |
| specifying minimum acceptable, manageable | | | | branches, create more selling time. Demonstrate |
| amounts of time (e.g. 20 minutes a day, three | | | | management's interest in the effort through more |
| hours per week, etc.) for branch managers or | | | | and better coaching. Expand selling time and |
| platform staff to call branch small business | | | | coaching time with surgical additions of staff. |