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You’ve heard it a thousand times…”I can’t possibly cross-sell at the drive-up window!” “Everyone is in a rush.” “They’re always on their cellphones.” “If they wanted to talk about products and services they’d come inside.” Negative assumptions like these become all too commonly accepted in a branch environment. Once assumptions like these take...

Teamwork is the foundation of any successful organization. Great teamwork is a necessity if you are looking to increase overall productivity...

In the new book “The Human Brand: How We Relate to People, Products, and Companies”, Chris Malone and Susan T. Fiske make the dominating power...

How often do you approach your frontline employees to get their perspective on new initiatives, systems and how things are going in general?  If your answer is rarely or never, you might want to consider making it a common practice.  Countless studies have shown that when employees are included in the decision...

In a time where instant gratification is growing and growing and attention spans are shrinking and shrinking, it is more important than ever to sharpen up and polish your hospitality skills.  Now, don’t get me wrong, getting things done quickly is, in most cases, a very good thing.  Who wouldn’t want to be able to...

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