 January 2008 One Clients SuccessWelcome to the HPS newsletter. This month's book is Ready, Fire, Aim by Michael Masterton  One Client's Success Story So what is it that our clients discover about their best people? One of our clients had a Bank Teller who was one of the best in the Organisation. This teller taught us what few tellers know about, regarding how to have a hit ratio on referrals that was significantly higher than all others in the business at that time. The organisation wanted to increase performance throughout their branch network, specifically targeting tellers' sales. So what are the kinds of things their top bank teller did? Our aim with this client was to clearly define the specific behavioural and competency attributes that define the highest performing Bank Tellers. A snapshot of the areas that defined a high performer included: The ability to obtain referrals and sell 10-15 insurance policies per week, while lower performers in the same role often had difficulty obtaining 3 or 4 a week. High performers targeted specific clients in a queue smiling at them prior to serving; this behaviour was not observed in low performers. Utilising this initial connection and receiving a response to their smile, High Performers then manipulated the queue to ensure this client came to their counter, enabling an instantaneous relationship prior to even doing business with the person. The High Performers then would make positive comments to the client to create a really positive interaction and relationship in under thirty seconds. High Performers know they only have a maximum of two minutes per individual to make an impression. The High Performers then in this 2 minute timeframe ask the person at least one or two specific questions based on where they know they can add value. The high performers were not consciously aware of what they did here and these things were only made conscious when they were undertaking the HPS process of understanding exceptional performers.  These are simple and very effective techniques unconsciously run by top performers within bank teller ranks to increase sales and build client relationships. They are not things that take long to train, but if Branch managers are not aware of them the internal performance remains untapped. So what did some of our clients in the Bank branch space have to say after the HPS work was implemented in their organisations? In terms of a percentage % improvement, how much has it helped your performance in your current role? "60-70%" "Also the roll back strategy of formalising delegation of duties to specific staff, each loan staff member has set responsibilities / tasks which have been documented and ALL staff are aware of who does what and who to refer to rather than everyone trying to do a bit of everything." "Excellent" compared to other training sessions that were more broad in their outcomes, this specifically helped me as an individual." HPS clearly define how high performers achieve excellent results. Our unique methodologies, knowledge, systems and skills break down human behaviour into very fine distinctions. These specific behaviours and ways of thinking can then be effectively implemented across other branches or sites with all your other people in order to be able to dramatically lift results. We trust you've gained valuably from this newsletter and have shared in the simple and concise attributes required to build your successful business in today's market. We continue to encourage our clients to learn, share, change, succeed, profit and win in your market. HPS Behaviour Change thanks you for the opportunity to share this information with you, our clients, and we look forward to when we next speak. It's a pleasure as we continue to work with more and more leading organisations such as Shell Oil see the results being achieved. Some of these case studies have now been published on the web access via http://www.behaviourchange.com.au/articles/ |  |
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