Managing the Intensity - Supermarketbank the Intensity.pdf · Maintaining Momentum – Correcting Common Road Blocks 3. Individual Motivators –Determining Our Associates’ Spark

Make a Friend, Make a Customer TM

WELCOMEWELCOMEWELCOMEWELCOME1

Managing the Managing the Managing the Managing the g gg gIntensityIntensity

g gg gIntensityIntensity

September 17, 2008 Presented by

Make a Friend , Make a Customer TM2

Today’s PresentersToday’s Presentersyy

Judy Moreland,

Deb Thompson,VP/ Senior Training Consultant

SVP/Director of Client Support and Training

Chad Smith, Training Consultant

Genie Chamberlin,Senior Consultant

Matt Paul,Training Consultant

Hosted by:



Today’s HeatToday’s Heatyy

1. Procuring Pepped Personnel – Hiring, Coaching, and Delegating

2. Maintaining Momentum – Correcting Common Road Blocksg g

3. Individual Motivators – Determining Our Associates’ Spark

d h h4. Hot Practices – Ideas that Spice Up Your Branch

5. Basic Strategies for Motivation – Tips for your Motivational Toolbox

6. Questions and Discussion



Moti ational Q iMoti ational Q iM ti ti l Q iM ti ti l Q iMotivational QuizMotivational QuizMotivational QuizMotivational Quiz

Placing YOU in the “HOT” Seat!



Motivational QuizMotivational QuizQQ

Question 1:

I attempt to influence and/or persuade to gain employee buy inpersuade to gain employee buy‐in instead of demanding their support.

Yes or No




Question 2:

I routinely share pertinent y pknowledge with my associates when possiblepossible.

Yes or No




Question 3:

My goal is to make each y gresponsibility a fun experience for my staffmy staff.

Yes or No




Question 4:

While I must maintain some control, ,I prefer to provide my staff with varying levels of independencevarying levels of independence.

Yes or No




Question 5:

To stimulate my team, I constantly y , yvary the challenge and outcome of each goaleach goal.

Yes or No




Question 6:

I periodically reflect on ways to p y f yimprove my skill set for motivating my employeesmy employees.

Yes or No




Question 7:

When assessing my team’s g yperformance, I look at more than just the bottom linejust the bottom line.

Yes or No




Question 8:

I regularly delegate responsibilities g y g pthat others can accomplish just as well or better than Iwell or better than I.

Yes or No




Question 9:

I always remember to express y pgratitude in the form of a handwritten note or during a one‐handwritten note or during a one‐on‐one conversation.

Yes or No




Question 10:

If an associate of mine is not living f f gup to their full potential, I look for ways to inspire them or move themways to inspire them or move them on.

Yes or No




If you answered “YES” to under five statements….

If you answered “YES” to five to eight statements

Your methods of motivation are adequate but could use some fine tuning!

If you answered YES to five to eight statements….

Your actions and team are setting the standard within the in-store industry!

If you answered “YES” to nine or ten statements…

You are a Motivational ROCKSTAR!



Ready for the Ready for the Ready for the Ready for the yyHeat?Heat?

yyHeat?Heat?

Warning: Some ideas as presented may be too ‘hot’ for consumption!



Hire Motivated IndividualsHire Motivated Individuals

Self‐Motivated Team Player

k llCustomer Driven

Adaptable and Flexible

Willing to Learn Competitive

Strong Communication Skills

Career Oriented

Willing to Learn

Proactive and Positive Grasps the Vision

Competitive



Coaching for Optimal MomentumCoaching for Optimal Momentumg pg p

Goal SettingGoal Setting

You Are Here…X



Coaching for Optimal MomentumCoaching for Optimal Momentum

Goal Setting (Continued)

g pg pContinued

Where Are You Going?



Coaching for Optimal MomentumCoaching for Optimal Momentum

Goal Setting (Continued)

g pg pContinued

Create a Game PlanCreate a Game PlanCreate a Game Plan…Create a Game Plan…

then Evaluate and Adjustthen Evaluate and Adjustthen Evaluate and Adjustthen Evaluate and Adjust



Coaching for Optimal MomentumCoaching for Optimal Momentumg pg pContinued

Know Your Employees (Cater to the Individual) ‐

• Strengths and Weaknesses• Long‐Term Goals and Career Path

Connect with Your Employees

• Value to The Team

• Partner Your Strengths with Your Weaknesses

Clarify to the Team

• The Value of the Goal• The Individual’s Tie‐In

• Process(es) Utilized to Achieve Goals




Communicate and Disseminate

Cl l A ti l t Obj ti d I t ti• Clearly Articulate Objectives and Instructions

• Share Knowledge when Appropriate and Necessary

• Share Branch Successes with Senior ManagementShare Branch Successes with Senior Management




Communication Strategies ‐

Meetings – Build relationships and mutual trust

Journalism – In‐house publications

(One‐On‐Ones, Daily Huddles, and Team Meetings)

Bulletin Boards – Visual Motivation

Electronic – Quick Reach and Endless Possibilities

The Written Word Handwritten Melts the HeartThe Written Word – Handwritten Melts the Heart




Provide Training that Enables Associates to Carry Out Their Job

• Ongoing Coaching and Mentoring

Maintain Accountability and Respect will Come

• FSI In‐store Sales Training, Business Development Coaching, etc.

• Partner Associates for Accountability

• Set Periodic Update Sessions

• Enjoy the Respect and Extra Time to Do Your Work



Coaching for Optimal MomentumCoaching for Optimal MomentumContinued

g pg p

Provide Feedback

• Praise vs. Constructive Criticism

• Encourage Feedback• Encourage Feedback

• Colleague Driven

• Customer Driven

K M R

• Retailer Driven

• Senior Management Driven

R RKeep the Momentum Running Running Running



Delegate the ResponsibilityDelegate the Responsibilityg p yg p y

Is It Safe?Is It Safe?

Delegate Power

Provide Opportunities for Leadership

Allow Latitude without Micromanaging



Maintaining MomentumMaintaining Momentumgg

Correcting Common Motivation Road Blocks1. Lack of Communication

2. Failure to Listen

3. Lack of Respect

4. Limiting Expectations

5. Limiting Creativity

6. Failure to Bond




Correcting Common Motivation Road Blocks (Continued)

1. Lack of Communication – Withholding Key Information

(Continued)

• Host Daily Huddles

• Send Weekly E‐mail /Memo Updates

• Solicit and Share Customer Service Success Stories

• Share Information When You Can





2. Failure to Listen ‐ Preventing Associates to Have a Voice

(Continued)

• Hold One on One Meetings

• Offer Your Undivided Attention

• Solicit Employee Feedback/Insight

• Ask for Solutions





3. Lack of Respect – Showing No Value for the Individual and/or Team

(Continued)

• Express Gratitude/Provide Individual Praise

• Provide Daily, Weekly, Monthly and Annual Recognition

• Assign Ownership

• Share Successes with Your Team and Senior Management





4. Limiting Expectations – Setting Unattainable and Unrealistic Goals

(Continued)

• Include Associates in Goal Setting Process

• Make Expectations Attainable

• Raise the Bar





5. Limiting Creativity – Hosting Single Sided Brainstorming Sessions

(Continued)

• Involve Associates in Brainstorming/Planning Sessions

• Delegate with Progress Updates

• Utilize the Concept of a ‘Parking Lot’





6. Failure to Bond – Avoiding the Emotional Investment

(Continued)

• Learn about Family, Friends, Passions and Interests

• Determine Their Goals and Aspirations

• Show You Care

• Earn Their Respect



Individual MotivatorsIndividual Motivators

Unmasking What Motivates Us

Show Me The Money Glory Hounds

Give Me The Credit Freedom Fighters

Most Valuable Player (MVP)



Basic Strategies for MotivationBasic Strategies for Motivationgg

The Motivational Toolbox

Expect Excellence

U ili P i i R i f

Set Work Related Goals

l lUtilize Positive Reinforcement

Celebrate the Positives

l l

Develop Employees

Reward Based on Job Performance

Treat People Fairly

Satisfy Employee Needs

Play…Have Fun

Establish Accountability and Discipline



Hot PracticesHot PracticesHot PracticesHot PracticesHot PracticesHot PracticesHot PracticesHot Practices

Ideas that ‘SPICE’ up your branch!



Hot PracticesHot Practices

Inexpensive Incentives

Team Socials:

Bowling Trip Picnic

Athletic Event

Video Game Night

Rafting Trip

Day of Skiing

Pool Party

Cookout

Pot Luck Dinner

Card/Poker Night

Coffee House NightTheatre/Movie Night

Branch‐wide Promotional Planning Outing

Coffee House Night





Meet a Goal and Challenge Your Branch Manager to:

Shave his/her head Cook BreakfastShave his/her head

Dress Up (Costume)

Take a Pie in the Face Get Slimed

Cook Breakfast

Sing A PA

Take a Pie in the Face

Kiss a Pig

Get Slimed

Slave for a Day

Wash Your Car During LunchWash Your Car During Lunch





Score Cards:

Rocket Launch

Thermometer

Race Track

Football Field/Touchdown

Baseball Field

Caterpillar

Flowers/Garden





Recognition and Branch Awards:

Pat on the Back

E‐mail

dd h l ddl

Certificates of Appreciation

PA King/Queen Title

Handwritten NoteRecognition during the Daily Huddle

Top Banana Award“Catch People Doing Something Right” Awards

“U Rock” AwardBranch Bucks “U Rock” Award





Management Participation:

Branch Manager Setting the Example

f d /

• Business Development (Aisle walks and PAs)

• Customer Service

Visit from Senior Management or President/CEO

Senior Lender Volunteer to Participate in Aisle Time/PAs

Lunch with President /CEO





Leadership Opportunities:

Skill Set Development

• Create the Month’s Scheduling

• Responsibility for Upcoming Promotions

• Lead/Moderate a Daily Huddle

• Serve as Manager for a Day

• Rotate Branch Duties





Leadership Opportunities:

Community Involvement

Participate in ‘Partners in Education’ ProgramParticipate in Partners in Education Program




Play the Name Game

Associate Thanks a Customer/Member

Calls the Customer/Member by NameCalls the Customer/Member by Name

Customer/Member Drops Coupon

Tally Coupons at End of the WeekTally Coupons at End of the Week

Most Coupons Receives a Reward




ORNL Federal Credit UnionP i BPraise Box

Driven by Senior ManagementDriven by Senior Management

$25.00 budget per branch

Associates provide their desires for incentivesAssociates provide their desires for incentives

Handwritten Card




Community Bank and Trust – Stephens County DivisionFl P t lFlower Petals

Two Flower StemsTwo Flower Stems

Displayed in the Vault Room for Daily Viewing

Petals were Awarded for Aisle Time and PAsPetals were Awarded for Aisle Time and PAs

Winner was Awarded a Free Lunch




Desert Schools Federal Credit Union

Rocket Ship Challenge

Weekly Challenge

Credit Card Applications Loan Dollars & Mortgage ReferralsCredit Card Applications, Loan Dollars, & Mortgage Referrals

Visual Board of Outer Space

Winner was Awarded a Free Lunch and Time OffWinner was Awarded a Free Lunch and Time Off




Desert Schools Federal Credit UnionDaily Challenges

• Associate that receives the most amount of “No” responses or declined Visa Card Offers.

• Associate with the most PAs completed.

h h l l lk• Associate with the most total aisle walking time.

• Team competitions… Branch divided into teams; the winning team buys breakfast or lunch for the next team meeting.

•Most new accounts.

• Associate that documents the most amount of cues received from members through their daily interactions.

• Associate that uses the most open ended questions.

• Associate creates and facilitates team meetings.




Desert Schools Federal Credit UnionFish and Chips Incentive Game

Number of Points Product Sold1 point 3 PA's/day Prize List

Points List

Fish and Chips Incentive Game

p y2 points 10 min. of Aislewalking2 points Send in new SEG referral to BDR5 points New membership5 points 100% balancing acc./week5 points New Savings Certificate

Number of Points Prize75 points Grab Bag Pick115 points Dress Down Day150 points Balance 'n' Go175 i F b kf l h ($5 )5 points Loan Application

5 points New Checking Account6 points Visa Application8 points Mortgage Referral10 points 2 FSR/week

175 points Free breakfast or lunch ($5 max)225 points Skip a Branch Meeting275 points 2 Movie Tickets300 points 1 Hour Paid Time Off350 points 2 hr. Lunch w/Meal ($5 max)

Create Your Schedule For a 15 points 75 sold points/wk20 points Auto Loan- closed20 points Home Equity Loan- closed

400 pointsCreate Your Schedule For a

Week450 points Desert Schools Shirt ($20 max)500 points $30 Gift Certificate




Desert Schools Federal Credit Union (Continued)

Fi h d Chi T ki R t

Points Product

1 PA's2

Fish and Chips Tracking ReportDCP

total PTS

7 75 10

DFRtotal PTS

9 97 14

KJStotal PTS

13 1324 48

JZHtotal PTS

10 1014 28

2 Aislewalking2 SEG Referral3 Savings5 100% Bal.5 Certificate5 Loan App

09 275 252 103 159 45

04 125 255 254 205 25

015 455 251 57 35

10 50

02 65 25

02 104 20

5 Checking6 Visa App8 Mtg. Ref.

10 FSR's15 Sold Points20 Auto Loan

9 453 184 32

00

1 200

5 252 121 8

0000

10 502 123 24

00

1 200

4 202 121 8

00

1 200

20 Home Equity

209

0

150 277 139




Burley Ultimate Fighting Championship I

Idaho Central Credit UnionBurley Ultimate Fighting Championship I

King of the Ring

HELOC (8pts) Mortgage (5pts)Other Loan Product

(1pt)Closed Loan

Referral (1/2 pt)Closed Mtg/HE Referral (4pts)

Knock Out (KO)Technical Knock Out

(TKO) Knock down *Body BlowTotal Points

Jeff "The Jackhammer"Jeff The Jackhammer May 25

Bobbi "Make My Day" Ivie-Crow 11

Janice "Lights Out" Villasenor 14.5ase o 5

Kelly "Mercedes Renz" 9

Kolleen "Haymaker" Hayden 11.5

Jessica "The Kid"Jessica "The Kid" Anderson 14Missy "The Sandman" Potestio 3




Idaho Central Credit Union (Continued)

Rules Subject to Change:1. HELOC Application or Mortgage Application counts as a Knock Down2. In Case of A Tie: KO will supersede a TKO3. KO = 8 Points; HELOC only4. TKO = 5 Points; Mortgage and Closed Mortgage Referral5 Knock Down = 1 Point; Closed Loan Mortgage Application and Mortgage/HELOC Application Referral5. Knock Down = 1 Point; Closed Loan, Mortgage Application and Mortgage/HELOC Application Referral6. Body Blow (2 Referrals) = 1 Point; Referrals are for Other Loan Products7. Closed Mortgage/HELOC Referral = 5 Points awarded to the Referrer, 1 Point for Approved Application, and 4 Points for Closed

Mortgage

Grand Prize:1 Store Performance will provide a mystery prize to the winner1. Store Performance will provide a mystery prize to the winner2. The Winner will be Deemed “King of the Ring” on the Store Web Page3. Satisfaction and Bragging Rights Until the Next Competition

Bonus: 1. 1 New Member = 1 Point; If Referred, both Team Members will receive 1 Point; ,2. Visa Application Taken Today and Closed by Monday at 5 PM = 2 Points3. Auto Refinance Taken Today and Closed by Monday at 5 PM = 3 Points




Idaho Central Credit Union

Fortune 500Master List of Points

Number of Points Product Sold Master List of PrizesNumber of Points Prize

1 point 1 PA or 1 Aisle Walk Per Day**2 points Update cView Same Day3 points 3 Loyalties per New Member5 points 100% balancing acc./week5 points New Gen Account5 i t N M b hi

Number of Points Prize75 points Grab Bag Pick115 points Dress Down Day (Jeans)150 points Balance 'n' Go (30min early)*175 points Free breakfast or lunch ($5 max)225 points $10 Gift Card5 points New Membership

5 points Gap or MRC Sale10 points New Checking Account10 points Contracted Visa10 points HELOC Application-Referred Mortgage App.10 points Consumer Loan closed

225 points $10 Gift Card275 points 1 Hour Paid Time Off*300 points Manager for a Day350 points 2 Movie Tickets400 points $25 Gift Card450 points Create Your Schedule for a week*10 points Consumer Loan- closed

20 points 4 Products or More in 1 Day20 points 100% Ins on New Loan20 points Home Equity Loan- closed

450 points Create Your Schedule for a week500 points $50 Gift Certificate

* As per Manager Discretion**Aisle Walks Must Be A Half Hour Min.





P ints t b iv n ut n r nd m b sis f r

Fortune 500 (Continued)

Points to be given out on a random basis for

some or all of the following things:

Teamwork

Great Member Eagle Service

Give them the Pickle

Taking initiative





Fortune 500 (Continued)

Products to Cross Sell Points Debit Card – new issue 1ATM Card – new issue 1VISA gift card – new issue 2Funds Management Authorization 2Credit Card – Personal 2Credit Card Personal 2Internet Banking 2Direct Deposit set‐up 2Telephone Banking 2E St t t 3E‐Statement 3Safe Deposit Box 4On‐line Bill Pay 5





Fortune 500 (Continued)( )

Products to Cross Sell Points Cash Management 5HAS referral – corporate 10Credit Card Merchant referral 10Loan referral 10Citizen’s Financial Service referral 10New Accounts Opened (Referral’s Only PointsNew Accounts Opened (Referral s Only PointsSavings, eExpress, Express or Railer Checking 2Certificate of Deposit (new $$) 2IRA/HAS (individual acct) 4DDA – Direct Banking, Benefit 55, Standard Checking 4DDA – Citizen’s Choice, Business Checking 6Premium Investment Money Market 6




n Be the Branch

Member Solutions BingoB I N G O

dit Union

Be theBranch MVPClosed MVP

Loan

10 New Memberships

1 Month

Branch300k

First Mortgage Dollars

2 DSFCU Financial

Service Ref.

400 Aisle Walking Minutes1 Month

50 Ne MSRBranch

100 50 Pa’s 75%

eral Cred 50 New

MembershipsQuarterly

MSR Daily

ChallengeWinner

100Visa

Applications

50 Pa’s1 month

75%Visa

Prescreen Rate

Any Month

MSR C l t 4 fBranchF S MSR MSR

ools Fed

e MSRDaily

ChallengeWinner

Complement 4 of your co-workers to a member of management

Work Related

Free Space=

75 New Memberships

MSR Top Aisle Walking

Performer

MSRDaily

ChallengeWinner

Month of 30 Visa Branch

215 10 Visa Top Visa

ert Scho

Perfect Attendance

ApplicationsQuarterly

New Members

Applications Non

prescreen

Producer 1 Month

MSR Daily

One month of

Branch750k

Home

Share a Member Solutions

S /

The Grand Slam

Dese Challenger

WinnerNo

reportable Teller

outages

Equity/Consumer

Loan

Story/Or product

presentation

58


B i ti

Desert Schools Federal Credit Union (Continued)

Member Solutions Bingo (Continued)

Bonus incentives:1st Bingo = Balance and Go 2nd Bingo = 30 Minutes Paid Time Off 3rd Bingo = Make your own schedule for 1 week*Blackout = up to $125.00 gift card *Blackout $125 pay out is based on achieving an entire black out $50 00 gift card provided by the branchBlackout- $125 pay out is based on achieving an entire black out $50.00 gift card provided by the branch.

$75.00 gift will be given from Shawn and Cesar personally out of our own pocket if all individual and Branch spots are marked by the end of the 2nd Quarter.

Grand Slam = Membership Savings, Checking account, Visa Prescreen approved, one additional product, such as Financial service referral, Loan application, LOC , First Mortgage Referral. Etc. Overdraft line of credit linked to savings does not apply. g pp y

Branch MVP: Funded MVP loan

Game Rules and explanation:Blackout requires all squares to be completedDaily Challenges will be the associate that wins any daily focus assigned by Branch management. Bi t t ill th h th ti 2 d tBingo contest will run through the entire 2nd quarterThe “N” row goals are based upon branch scorecard goals.“B,I,G,O” rows are all individual goals, and can be replaced by a daily challenge contest upon management approval. A Bingo consists of any straight or diagonal line marked off; you must “yell” Bingo in order to claim your prize.




Community Bank and Trust – Barrow Division

Awards Program:

The Essential Piece

E l E ll A dEmployee Excellence Award

Employee of the YearEmployee of the Year




United Bank

The Positive Pill Box:

D t t f P tt I YEAH!Deterrent for Petty Issues

Box of Positive Thoughts

YEAH!

Individual Discussion and Exploration



Sizzling RemindersSizzling Remindersgg

Set attainable but challenging goals of where you wish your branch to be in 1 year based on a calculated study of your current status and variousin 1 year based on a calculated study of your current status and various benchmarks.

Coach each of your associates to strengthen their skill set paying close attention to those skills centering on customer service, business development and follow‐through.

Delegate some of your work load to deserving members of your team. Then breathe!

Focus on building your team’s trust in you through communication and accountability.y

Maintain the momentum you generate each and every day!



Thought to PonderThought to Ponder

The Flight of the Geese

gg





Questions & Questions & Questions & Questions & DiscussionDiscussionDiscussionDiscussion



Judy Moreland Deb Thompson

For More Information –

Judy Moreland Deb Thompson

(706) 499-3659 (706) 499-5402

[email protected] [email protected]

Genie Chamberlin Matt PaulGenie Chamberlin Matt Paul

(706) 968-3085 (706) 968-6666


Ch d S ith C l H llChad Smith Carol Hall

(706) 968-7873 (800) 992-4978


Thank you! It is a Pleasure to Serve You!Thank you! It is a Pleasure to Serve You!

Make A Friend, Make A Customer TM66

Documents

Managing the Intensity - Supermarketbank the Intensity.pdf · Maintaining Momentum – Correcting Common Road Blocks 3. Individual Motivators –Determining Our Associates’ Spark