How financial institutions can turn weaknesses to strengths

Banking is a lot like improv — it's all about relationships. When you're on stage, it's the audience you're trying to engage. For frontline banking staff, engagement with customers and prospects is critical. But with the right information available and the right support, bank and credit union employees can ace their 'performance.'

Customer: “Hey waiter, there’s a bank in my soup!”

Waiter: “Thanks for checking – looks like we aren’t giving the chefs enough credit.”

And, scene!

Setting the stage

A little over six years ago, I embarked on a journey of taking improv classes and performing. Yes, before you ask, it is similar to “Whose Line is it Anyway?”

When you’re on-stage and wondering where to take the scene next, we were always taught to focus on the relationship. The audience stays engaged and when the scene focuses on connection and emotion.

 

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