John Maxwellonce said, “everything rises and falls on leadership.” If Maxwell were a CEO of a financial institution he probably would have said “everything rises and falls on the branch manager.” One of the best ways to improve your credit union or bank’s performance is to improve your branch managers’ coaching skills.
InCoaching for Performance, authorJohn Whitmoresays, “coaching focuses on future possibilities, not past mistakes.”
According toRory Rowland, president and founder ofRowland Consulting, one area to help grow your financial institution is to tap into the power of the coaching relationship between the branch managers and the frontline employee.
“When I conduct coaching training for organizations it is common to see the ‘shoulda, woulda or coulda coaching style,” Rowland says. “If your managers are focusing on your employees’ mistakes and not focusing on their future possibilities, then your bank or credit union is performing below optimal level.”
So how do you do that on a practical level? Rowland suggest having the employees tell the manager what they did right or wrong after a transaction.
