Taking Your Bank From Good To Great IBAT Leadership Conference June 19, 2009.

Taking Your Bank From Good To Great

IBAT Leadership Conference

June 19, 2009

Taking Your Bank From Good to GreatGot its administrative act together Open to New Ideas Over The Top Customer Service Diversity of Product/Mission Focused

Tactical in every decision/Strategic Planning Open communication permeates the Organization

Grasps Community/IndustryRelentlessly pursues best talent and rewards for performance Ethical in All Dealings with StakeholdersAdvocates for the Shareholder Trains, Trains and Retrains and Tells Their Story© Christopher L. Williston, CAE, President and CEO, Independent Bankers Association of Texas, 1700 Rio Grande, #100, Austin, Texas 78701, 512.474.688.9,

[email protected]

Got its Administrative Act Together

•Third Parties•Your Niche-Service•Customers expect consistency and availability•Technology - The Community Bank Equalizer•Internet Banking/Remote Capture•Efficiency ratios•High performance banks are constantly looking

at their systems and processes!

Over The Top Customer Service

• What Does it Look Like?• The Littlest of Things• What is Your Culture?• YOU are the bank to your customer• What is your brand?• Experiential managers• The high performing banks reward for

outstanding service

Open To New Ideas

• “If You Always do What you have always Done you will Always get What You Always Got”• “But We Have Always Done it That Way”• Your best ideas are buried in the bowels

of the bank• High performance banks reward for new

ideas that are implemented

Diversity of Product/Mission and Market Focused

• What are you? Retail? Commercial? Small Business?

• What makes you different?• No longer good enough to say we provide the

best service• CRM• Howard Schultz

Howard Schultz

Diversity of Product/Mission and Market Focused

• What are you? Retail? Commercial? Small Business?

• What makes you different?• No longer good enough to say we provide the

best service• CRM• Howard Schultz• High performing banks ask “What are we willing

to do that our competitors are not willing to do?”

Tactical, Strategic In Every Decision

• Strategic plans are a Joke• Vision and Mission example• Roy Disney

Roy Disney

Tactical, Strategic In Every Decision

• Strategic plans are a Joke• Vision and Mission example• Roy Disney• The decision to “go”

• Markets • High performing banks are mission centric and

all decisions are weighed against the mission

Open Communication Permeates The Organization

• Strategy, mission and vision are shared with everyone

• Teamwork• All understand “Why”• Take Out the Trash• High performing banks measure employee

satisfaction regularly!

Gets Involved In Community/Industry

• Community banks mirror the community• The “Four Walls” plaque• Industry involvement• Mentoring• Walter Hall – Citizen First, Banker Second• Community Technology – Gen Y• High performing banks don’t worry about

getting their people involved

Relentlessly Pursues OnlyThe Best Talent

• High performers are not the lowest on pay scale-highest

• High performers find and reward

• High performers “grease the palms”

• Helen and Harry

• “Sometimes the best way to change people is to CHANGE people”

• High performers hire the best and get out of their way!

Ethical in All Dealings With Stakeholders

• Ethics-The Cornerstone• Want to destroy an organization?• If it doesn’t feel right, don’t do it!• High performers communicate their core

values often!

Advocates For The Shareholder

• We are in the business to make money-shareholder VALUE

• Do not apologize for fees• High performers train employees to

handle customer complaints or rejections of fees, not waive them

Trains, Trains and Retrains/Tells Their Story

• You are doing more with less• High performers do not consider training an

expense, they consider it an investment• We no longer have big bank training programs• “We train and they leave”• High performing banks don’t worry about

people leaving…they worry about those they haven’t trained and stay

Good To GreatGot its administrative act together Open to New Ideas Over The Top Customer Service Diversity of Product/Mission Focused

Tactical in every decision/Strategic Planning Open communication permeates the Organization

Grasps Community/IndustryRelentlessly pursues best talent rewards for performance Ethical in All Dealings with StakeholdersAdvocates for the Shareholder Trains, Trains and Retrains and Tells Their Story

Good to Great• High performance banks are constantly looking at their

systems and processes!• The high performing banks reward for outstanding service• High performance banks reward for new ideas that are

implemented• High performing banks ask “What are we willing to do that

our competitors are not willing to do?” • High performing banks measure employee satisfaction

regularly!• High performing banks don’t worry about getting their

people involved

Good to Great

• High performers hire the best and get out of their way!

• High performers communicate their core values often!

• High performers train employees to handle customer complaints or rejections of fees, not waive them

• High performing banks don’t worry about people leaving…they worry about those they haven’t trained and stay

What can YOU do?

Ben Franklin

Golda Meir

Jack Nicklaus

Michael Dell

Mark Zuckerberg

Tiger Woods

Satchel Paige