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 Client background
A medium-sized, regional retail bank had viable goals, competitive products,
quality standards and impressive risk management policies and procedures.
The bank had implemented top-quality performance management, credit, sales and
marketing processes and programs. Employees were trained, audits were clean and
performance was acceptable.
The bank president, however, wanted even greater sales and profitability -
without more training. He wanted to build on the programs in which he'd
already invested.
Performance problem
Although sales reps had been trained on standard sales techniques, managers
were not reinforcing the learning, and they were not consistently holding
employees accountable for goal achievement. Therefore (not too surprisingly),
employees had reverted to their pre-training ways. The bank contracted BMG to
work with sales reps.
 The BMG solution
With coaching from BMG, the president committed to holding all managers and
employees accountable for meeting and exceeding goals. The bank's goal-setting
structure was already in place, so there was no need to create a new one.
BMG introduced the structured, disciplined, repeatable and results-oriented
SNAPP™ process to ensure that team members at every
level would own and manage their goals.
BMG coached managers in the HOW of breaking down goals into daily and weekly
"bites." Using SNAPP™ tools, team members were able
to easily monitor their own performance against goals - at a savings of time
to both managers and sales reps. Managers became coaches who set expectations,
monitored and motivated their teams.
Outstanding results
Positive results were posted the first week. After the first three months,
the bank attained the highest quarterly sales in its history. This bank
continues on its path of ever-increasing profitability.
A secondary benefit is reduced burnout of sales reps. By following this structured
and disciplined approach, both managers and sales reps are able to meet and exceed
goals in less time. Since SNAPP™ makes their work more
efficient, they find additional time for client and career-enhancing activities.
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