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Small Steps
At a time when downsizing, cutting back, and switching to part-time employees seems to be the name of the game, banking industry expert Paul Nadler had some important, timely advice for bankers in an article in the American Banker.
"Smart banks," he said, "provide recognition for employees' accomplishments. It does wonders for morale."
"The front line of the financial institution-those who handle customers and calls-can make or break the bank. Those front liners who feel pride in the organization can do wonders for its image."
Banks have many different approaches to employee recognition. One financial institution in the midwest has an employee of the month feature. The picture of the employee is included in their advertising in the local paper, and a special pin and plaque are awarded the employee so that customers coming in the bank office can identify that person.
Another has awards given out each year in several categories. Monetary awards go to the teller with the fewest differences, to the customer service representative who opens the most Christmas Clubs, and to the new accounts person who opens the most certificates of deposit. Each of the individuals in the office with the least percentage of missed days gets a day off with pay.
Providing all employees with
business cards is another bank's way of indicating that its people are special. Many award their employees with pins as service awards after a year or more on the job.
As Mr. Nadler said, "These are small steps. But they go a long way toward building employee loyalty. They're more important than many managers realize."
Copyright © 1996 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 6, No. 6, 4/96
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