The Client Centered Banker

By Bob Cobb

This book is designed to serve either as a "How-To" for front line banking professionals (those who work specifically with clients) or as a training manual for those who train others. It has been developed by the author after 30 years of modeling excellence in the Financial Services and Banking Industry. This book creates an A-Z Blueprint for developing deeper more profound relationship with banking clients and changes the banker from being a purveyor of good and services (commonly called widgets in the business) to being a director of client experience. In this book, you will learn:1- Gathering Baseline Information- When the Cheshire Cat asks Alice "Where would you like to go?" She says, "I don't know" to which the Cat replies, "If you have no idea where you are going, any road will get you there". This is also true, if you have no idea where you are...this is where our journey begins2- Eliciting Their Map of the World- All Peak Performance is based on eliminating limiting beliefs. The excuses we create and manufacture to rationalize what we are doing, or what clients are doing becomes a drag on performance. We take the front line banker through a self assessment and teach trainers how to do the same exercise with groups to help understand what is the mind set that is delivering the results we captured in step 1. 3- Overcoming Common Objections- As a result of running thousands of training programs over the last 30 years, the author believes he has heard all of the common objections. The vast majority of them are amazingly easy to handle and these sections give you the specific answers, strategies and tactics to overcome these objections and set yourself and your team on the "Path of No Resistance" 4- Selling the Vision- Despite the fact, this system is easy to learn and master & it is completely in harmony with the way the mind works; it is nonetheless something new and has you have already learned if your are in the business of installing new behaviors...will require change. The key to enlisting your team is creating a compelling vision of where this journey will lead them. 5- Crafting the Strategy- This becomes significantly easier once you understand where they are, what is holding them there, and where your want them to go. In this section, we introduce you to a Meta-Strategy (a strategy for creating a strategy) to help you create a training program that will take you from where you are to where you want to be. 6- Installing the Strategy- For someone in the training business this is perhaps the most valuable section. We naturally learn through doing, creating the exercises that will help install these new skills from concept to action will allow you to install them more quickly and reliably that traditional conceptual models. Natural Learning is what some educators call Accelerated Learning (a misnomer create by the fact that Traditional Learning is Non-Accelerated Learning which makes Natural Learning seem rapid in contrast). 7- Expand Your Brand- Brand Expansion is Evolution. Once this Client Centered Evolution is completed, your team will naturally be looking for the next step. This is after the training has ended and where the real fun begins.8- Ultimate Referral Training- This section was added after the first printing of the book. It is important more in structure than in content. Your Ultimate Training will be the one your team needs to achieve the outcomes that you desire. In the ultimate training section, we use a series of very common desired outcomes to illustrate both how to create and deliver the content. This book will set some of your most common assumptions exactly where they belong, in the museum of things you used to believe. It will also introduce you to a method of training to yourself and your team that might just change forever they way you look at the relationship with you clients.I hope our paths cross again soon and often, until then, deep trances

• Format: Paperback
• Language: English
• ISBN: 1505370221
• ISBN13: 9781505370225
• Release Date: April 2015
• Publisher: CreateSpace Independent Publishing Platform
• Length: 292 Pages
• Weight: 1.12 lbs.
• Dimensions: 9.0" x 0.7" x 6.0"