What we learned from an Old Timer

Leaders' Jolt for October, 2015

Over a three year period Seafirst Bank, a small bank system in the Seattle area, zoomed from red ink to a $425 million profit and a 500% increase in customer retention.  How?  By deciding not to think of itself as a bank!  Instead it gathered and analyzed data, underwent a brutal self-evaluation and conducted numerous customer focus groups before morphing into a local retail store or convenience outlet - simple, unintimidating, friendly, and flexible enough to meet each neighborhood's needs. 

How Does This Apply?forums

I share this story not for its financial merits.  But rather to prompt examination of what can happen when we focus on the customer we serve and are person-centered in our dealings.  We not only succeed in delivering great outcomes for clients - but we make money too.

So think deeply about what we do in our various endeavors.  And then ask the question, "How can I (we, our agency, our program) become our very best version?"  Think differently, optimistically and with a can-do attitude on the matter.  For example,

"I am not _______.  Instead I am _______."  Or,

"What I do is not ______, and instead, What I do is, _______."

"Our business is no longer about ____________.  Who we are is a business that ____________."

Really think about that.  Exert some brain power until it hurts a little.  Talk about that in your staff meeting this next week. Ask the question, "How do we re-invent ourselves?"

Sobem Nwoko, Presiden Joyfields Institute

Publisher

 

Leaders' Jolt for October, 2015

Over a three year period Seafirst Bank, a small bank system in the Seattle area, zoomed from red ink to a $425 million profit and a 500% increase in customer retention.  How?  By deciding not to think of itself as a bank!  Instead it gathered and analyzed data, underwent a brutal self-evaluation and conducted numerous customer focus groups before morphing into a local retail store or convenience outlet - simple, unintimidating, friendly, and flexible enough to meet each neighborhood's needs. 

How Does This Apply?forums

I share this story not for its financial merits.  But rather to prompt examination of what can happen when we focus on the customer we serve and are person-centered in our dealings.  We not only succeed in delivering great outcomes for clients - but we make money too.

So think deeply about what we do in our various endeavors.  And then ask the question, "How can I (we, our agency, our program) become our very best version?"  Think differently, optimistically and with a can-do attitude on the matter.  For example,

"I am not _______.  Instead I am _______."  Or,

"What I do is not ______, and instead, What I do is, _______."

"Our business is no longer about ____________.  Who we are is a business that ____________."

Really think about that.  Exert some brain power until it hurts a little.  Talk about that in your staff meeting this next week. Ask the question, "How do we re-invent ourselves?"

Sobem Nwoko, Presiden Joyfields Institute

Publisher

 

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