Teamwork Wins and Retains Small Business Clients

by Lana J. Chandler

“The atmosphere of your branch is paramount in maintaining happy small business clients,” maintains Kevron B. Tynes, retail sales administrator for National Penn Bank (Boyertown, PA). “When I was a branch manager, I made it a point to introduce any new small business client to every employee in my office, platform and tellers included. I wanted my small business client to feel as if the branch was an extension of his own business office.”

Introducing clients to your team—making them feel welcome in the branch—emphasizes the human element of the banking relationship. The human element is often more potent at getting and keeping clients than the technical or transactional element, because people typically do business with people they trust and like.

Tellers Play a Vital Role

All branch employees influence the client experience and relationship. “Tellers play a vital part in making the small business client feel like the branch office is an extension of his own. Furthermore, tellers play a primary role in introducing that very important human element to the banking relationship,” emphasizes Tynes.

Tellers are the employees who interact with clients on a routine basis, because they process deposits, payments, and other transactions. Once you close a deal, tellers and other front-line employees see the small-business client far more than the business banker. “I always tell the tellers they are the president and CEO of their own client service and retention departments. Their job is to deliver exceptional client service and ensure client retention,” says Tynes.

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