9 Saturday, December 30, 2006 An on-line retailer reminds us that word-of-mouth advertising is earned, not bought. http://www.bankstocks.com/ArticleViewer.aspx?ArticleID=5571&ArticleTypeID=2 10 Friday, January 02, 2009 Saying "No" today shouldn't feel like "No" forever to a customer. (American Banker subscription required) http://www.americanbanker.com/article.html?id=20081231U85244Z2 8 Monday, February 02, 2009 In turbulent times, are you and your team as prepared as possible for whatever comes next? http://www.bankstocks.com/ArticleViewer.aspx?ArticleID=5640&ArticleTypeID=2 11 Friday, February 06, 2009 Don't let customer service be a cost-cutting casualty. (American Banker subscription required) http://www.americanbanker.com/article.html?id=20090205L2C9SEF5 12 Sunday, February 15, 2009 Everyday Genius, An Unexpected Upgrade http://instorebankspace.com/newsletter/2009/02/15 13 Monday, February 23, 2009 Are your team members as prepared to save a customer relationship as they are to sell a new one? http://bankstocks.com/ArticleViewer.aspx?ArticleID=5684&ArticleTypeID=2 14 Sunday, March 01, 2009 Don't Discount Yourself , Fees Don't Fail Me Now http://instorebankspace.com/newsletter/2009/03/01 15 Friday, March 06, 2009 No Marketing Budget? No Problem. http://americanbanker.com/article.html?id=20090305A2TIC5OJ 16 Sunday, March 15, 2009 You Following Me Here?, A Little "Free" Advice http://instorebankspace.com/newsletter/2009/03/15 18 Wednesday, April 01, 2009 An Exquisite Inattention to Detail, An 800 LB Gorilla http://instorebankspace.com/newsletter/2009/04/01 17 Thursday, April 02, 2009 Does your on-line bank complement or compete with your branch network? http://www.bankstocks.com/ArticleViewer.aspx?ArticleID=5747&ArticleTypeID=2 20 Wednesday, April 15, 2009 Managing to Improve Training, A Master Attitude http://instorebankspace.com/newsletter/2009/04/15 19 Thursday, April 30, 2009 Do Clients Know They Are Appreciated? http://americanbanker.com/article.html?id=200904023Q245TSF 22 Friday, May 01, 2009 Signs of Effectiveness, Drafting Your Future http://instorebankspace.com/newsletter/2009/05/01 21 Saturday, May 02, 2009 Heard on the Tweet http://www.bankstocks.com/ArticleViewer.aspx?ArticleID=5805&ArticleTypeID=2 24 Friday, May 15, 2009 Better Latte Than Never, Not That They'd Notice http://instorebankspace.com/newsletter/2009/05/15 23 Saturday, May 16, 2009 Let Your Front Lines Know You "Get It" http://americanbanker.com/article.html?id=20090430R7786F7O 26 Monday, June 01, 2009 If The Shoe Fits, Some Timely Training http://instorebankspace.com/newsletter/2009/06/01 25 Tuesday, June 02, 2009 Some Assembly Required http://www.bankstocks.com/ArticleViewer.aspx?ArticleID=5849&ArticleTypeID=2 28 Monday, June 15, 2009 Keep on Trucking, Call My Agent http://instorebankspace.com/newsletter/2009/06/15 27 Tuesday, June 16, 2009 For Positive Results, Avoid Negativity http://americanbanker.com/article.html?id=20090604U7A8QBAZ 29 Wednesday, July 01, 2009 Give Them a Break, A Class Act http://instorebankspace.com/newsletter/2009/07/01 30 Thursday, July 02, 2009 Cup Half-Full http://bankstocks.com/ArticleViewer.aspx?ArticleID=5899&ArticleTypeID=2 32 Wednesday, July 15, 2009 Not McLovin It, Following the Text http://instorebankspace.com/newsletter/2009/07/15 31 Thursday, July 16, 2009 Branch Managers Set Tone for Manners http://www.americanbanker.com/article.html?id=20090701ZD544FY8 34 Saturday, August 01, 2009 The Magic of Perseverance, They Still Don't Get It http://instorebankspace.com/newsletter/2009/08/01 33 Monday, August 03, 2009 The Uphill Stages: In tough times, don't let exceptional efforts go unnoticed. http://bankstocks.com/ArticleViewer.aspx?ArticleID=5938&ArticleTypeID=2 36 Saturday, August 15, 2009 Didn't Mean to Intrude, Seeing Red http://instorebankspace.com/newsletter/2009/08/15 35 Sunday, August 16, 2009 Good Will Can be a Sales Mind-Changer http://www.americanbanker.com/issues/174_151/viewpoint_good_will_can_be_a_sales_mind_changer-1000747-1.html 38 Tuesday, September 01, 2009 Rock Solid Service, Stay Seated For This One http://instorebankspace.com/newsletter/2009/09/01 37 Wednesday, September 02, 2009 Owning the Experience http://bankstocks.com/ArticleViewer.aspx?ArticleID=5950&ArticleTypeID=2 40 Tuesday, September 15, 2009 The Art of Marketing, Not So Trivial Trinkets http://instorebankspace.com/newsletter/2009/09/15 39 Wednesday, September 16, 2009 In our increasingly demanding branch environments, coaching shouldn't be a spectator sport. http://www.americanbanker.com/issues/174_171/managing_with_the_player_coach_model-1001672-1.html 42 Thursday, October 01, 2009 Trying to Control Ourselves, Appreciating Appreciation http://instorebankspace.com/newsletter/2009/10/01 41 Friday, October 02, 2009 Crossed-Up Sales Efforts: To make more cross-sales, focus on earning the right to ask for one in the first place. http://bankstocks.com/ArticleViewer.aspx?ArticleID=5979&ArticleTypeID=2 44 Thursday, October 15, 2009 Lost in a Crowd, A Chili Reception http://instorebankspace.com/newsletter/2009/10/15 43 Friday, October 16, 2009 Jobs are Temporary; Failure Can Be, Too http://www.americanbanker.com/issues/174_190/jobs_are_temporary_failure_can_be_too-1002580-1.html 46 Sunday, November 01, 2009 Higher Priorities?, Experience by Committee http://instorebankspace.com/newsletter/2009/11/01 48 Sunday, November 15, 2009 A Little Dream Time, Looking Up or Looking Down? http://instorebankspace.com/newsletter/2009/11/15 47 Tuesday, November 17, 2009 During a period when more pressure than usual is on us to cross-sell products, the temptation to pile on the marketing is natural. Sometimes saying "less is more" has merit. http://www.americanbanker.com/issues/174_214/avoiding_message_overload_in_branches-1003708-1.html 45 Wednesday, November 18, 2009 Getting in Your Wallet http://bankstocks.com/ArticleViewer.aspx?ArticleID=5993&ArticleTypeID=2 49 Tuesday, December 01, 2009 Gobbling Up Attention, Hard Topping That http://instorebankspace.com/newsletter/2009/12/01 50 Saturday, December 05, 2009 Leading with a Sales Pitch, Striking Out http://www.americanbanker.com/issues/174_232/leading-with-a-sales-pitch-1004765-1.html 52 Tuesday, December 15, 2009 A Basic Mistake, Maybe Lighten Up a Bit http://instorebankspace.com/newsletter/2009/12/15 51 Wednesday, December 16, 2009 The Supporting Cast - Smart leaders know to acknowledge the folks outside of the spotlight as well. http://bankstocks.com/ArticleViewer.aspx?ArticleID=6012&ArticleTypeID=2 54 Friday, January 01, 2010 It Keeps You Running, Maintaining Customer Trust http://instorebankspace.com/newsletter/2010/01/01 56 Friday, January 15, 2010 Warming Up Potential Customers, More Input Produces More Output http://instorebankspace.com/newsletter/2010/01/15 53 Saturday, January 16, 2010 Putting Your Best (Web) Foot Forward http://www.americanbanker.com/issues/174_248/put-your-best-web-foot-forward-1005626-1.html 55 Saturday, January 16, 2010 Are You Experienced? http://bankstocks.com/ArticleViewer.aspx?ArticleID=6026&ArticleTypeID=2 57 Monday, February 01, 2010 Drafting Your Own Story, Coffee House Blues http://instorebankspace.com/newsletter/2010/02/01 58 Wednesday, February 03, 2010 Who Works for Whom? http://bankstocks.com/ArticleViewer.aspx?ArticleID=6057&ArticleTypeID=2 59 Thursday, February 04, 2010 Keep it Simple, Steady on Front Line http://www.americanbanker.com/issues/175_23/keep-it-simple-1006756-1.html 60 Monday, February 15, 2010 Art and Science, Take Me to Court http://instorebankspace.com/newsletter/2010/02/15 63 Monday, March 01, 2010 Well, That's Not Cool, Miraculous Leadership http://instorebankspace.com/newsletter/2010/03/01 64 Wednesday, March 03, 2010 Make a Friend; Don't Just "Be Friendly" to Get Sales http://www.americanbanker.com/issues/175_42/dont-just-be-friendly-to-get-sales-1015402-1.html 65 Monday, March 15, 2010 Total Recall, Some Heavy Lifting Required http://instorebankspace.com/newsletter/2010/03/15 61 Tuesday, March 16, 2010 No Upgrade Available http://bankstocks.com/ArticleViewer.aspx?ArticleID=6073&ArticleTypeID=2 66 Thursday, April 01, 2010 Work of Art, A Bad Journal Entry http://instorebankspace.com/newsletter/2010/04/01 69 Thursday, April 15, 2010 Come On, Get Happy; Getting the Message http://instorebankspace.com/newsletter/2010/04/15 67 Friday, April 16, 2010 Evolve, The World's Doing It http://www.americanbanker.com/issues/175_62/evolve-the-worlds-doing-it-1016900-1.html 68 Friday, April 16, 2010 Owning Our Results: Smart business owners know that they succeed or fail one customer at a time. http://bankstocks.com/ArticleViewer.aspx?ArticleID=6094&ArticleTypeID=2 70 Saturday, May 01, 2010 An Effective Lobbyist, A Healthy Dose of Laughter http://instorebankspace.com/newsletter/2010/05/01 73 Saturday, May 15, 2010 Fishing for Great Service, They Can't Hear Me Now http://instorebankspace.com/newsletter/2010/05/15 72 Sunday, May 16, 2010 Sound Advice in Low Key http://www.americanbanker.com/issues/175_86/sound-advice-in-low-key-1018760-1.html 71 Monday, May 17, 2010 Do Your Bidding http://bankstocks.com/ArticleViewer.aspx?ArticleID=6115&ArticleTypeID=2 74 Tuesday, June 01, 2010 My Kind of Town, High Value in Low Tech Marketing http://instorebankspace.com/newsletter/2010/06/01 75 Thursday, June 03, 2010 Control What You Can, Ignore the Rest http://www.americanbanker.com/issues/175_105/vp-martin-control-what-you-can-1020248-1.html 77 Tuesday, June 15, 2010 Training that Computes, Didn't Mean to Intrude http://instorebankspace.com/newsletter/2010/06/15 79 Thursday, July 01, 2010 Can I Get an Upgrade, No Really...It's Not About You http://instorebankspace.com/newsletter/2010/07/01 76 Friday, July 02, 2010 Honestly Speaking http://bankstocks.com/ArticleViewer.aspx?ArticleID=6131&ArticleTypeID=2 78 Friday, July 02, 2010 Make the Last Impression Count http://www.americanbanker.com/issues/175_125/vp-martin-last-impressions-1021681-1.html 80 Thursday, July 15, 2010 Hear. And Now., What Exactly Did We Witness? http://instorebankspace.com/newsletter/2010/07/15 81 Sunday, August 01, 2010 Life Lessons on the D Train, Overcoming Reservations http://instorebankspace.com/newsletter/2010/08/01 82 Thursday, August 05, 2010 Goodwill Gestures Can Be Great For Business http://www.americanbanker.com/issues/175_149/goodwill-gestures-1023588-1.html 83 Sunday, August 15, 2010 You Don't Have to Google It, Talking To, Not At, People http://instorebankspace.com/newsletter/2010/08/15 84 Wednesday, September 01, 2010 A Gesture Worthy of Copying, Play Like You Practice http://instorebankspace.com/newsletter/2010/09/01 85 Thursday, September 02, 2010 Prepare for the Worst with Plans B, C, D... http://www.americanbanker.com/issues/175_169/column-martin-preparedness-1024930-1.html 86 Wednesday, September 15, 2010 Projecting the Right Image, A Simpler Focus http://instorebankspace.com/newsletter/2010/09/15 87 Friday, October 01, 2010 Timely Meetings, Getting Attitudes in Line http://instorebankspace.com/newsletter/2010/10/01 88 Thursday, October 07, 2010 Sales Can Be a Bank's Coal Mine Canary http://www.americanbanker.com/issues/175_193/column-martin-coal-mine-canary-1026720-1.html 89 Friday, October 15, 2010 Sales Through the Roof, Do Customers "Know" You, or "No" You? http://instorebankspace.com/newsletter/2010/10/15 90 Monday, November 01, 2010 Complimenting Your Approach, Act Now, Supplies are Limited http://instorebankspace.com/newsletter/2010/11/01 91 Thursday, November 04, 2010 Sometimes the Best Pitch is No Pitch http://www.americanbanker.com/issues/175_212/column-martin-no-pitch-1028179-1.html 92 Monday, November 15, 2010 As Luck Would Have It, Just Kids Stuff? http://instorebankspace.com/newsletter/2010/11/15 93 Wednesday, December 01, 2010 Picture Imperfect Service, Cleaning Up Attitudes http://instorebankspace.com/newsletter/2010/12/01 94 Thursday, December 02, 2010 Don't Take it for Granted that Customers Know All You Offer http://www.americanbanker.com/issues/175_230/column-martin-costumers-for-granted-1029313-1.html 95 Wednesday, December 15, 2010 A Sensible Position, Neighborly Advice http://instorebankspace.com/newsletter/2010/12/15 96 Saturday, January 01, 2011 A Touching Display, Who Makes the List? http://instorebankspace.com/newsletter/2011/01/01 98 Thursday, January 06, 2011 Give Them What They Can't Get on the Smartphone http://www.americanbanker.com/issues/176_4/column-martin-smartphones-1030881-1.html 97 Saturday, January 15, 2011 Press Pound, Zero, Zero, etc., Put Me In Coach http://instorebankspace.com/newsletter/2011/01/15 99 Tuesday, February 01, 2011 A Fair Assessment, Down By the River http://instorebankspace.com/newsletter/2011/02/01 100 Thursday, February 03, 2011 Train or Get Train Wrecks http://www.americanbanker.com/issues/176_23/train-or-get-train-wrecks-1032365-1.html 101 Tuesday, February 15, 2011 Dealing with Turbulence, Service Disconnection http://instorebankspace.com/newsletter/2011/02/15 102 Tuesday, March 01, 2011 First Time Today for Them, Louder Than Words http://instorebankspace.com/newsletter/2011/03/01 103 Thursday, March 03, 2011 If He Hollers 'Bad Fit," Let Him Go http://www.americanbanker.com/issues/176_42/if-he-hollers-let-him-go-1033869-1.html?zkPrintable=1&nopagination=1 104 Tuesday, March 15, 2011 Training the Trained, What's Your Message? http://instorebankspace.com/newsletter/2011/03/15 105 Friday, April 01, 2011 Do Your Best to Be Prepared, Come On, Get Happy http://instorebankspace.com/newsletter/2011/04/01 106 Monday, April 11, 2011 Nice, Cozy Branch. But Who's Going? http://www.americanbanker.com/issues/176_69/nice-cozy-branch-but-whos-going-1035756-1.html?zkPrintable=1&nopagination=1 107 Friday, April 15, 2011 Nothing Small About Small Talk, Feeling a Little Burned http://instorebankspace.com/newsletter/2011/04/15 108 Sunday, May 01, 2011 Pretty Accommodating, Time to Graduate? http://instorebankspace.com/newsletter/2011/05/01 109 Thursday, May 05, 2011 Boot Camp: Hand to Hand Marketing http://www.americanbanker.com/issues/176_86/hand-to-hand-marketing-1037046-1.html?zkPrintable=1&nopagination=1 110 Sunday, May 15, 2011 Who's the Boss, An Appetite for Improvement http://instorebankspace.com/newsletter/2011/05/15 111 Wednesday, June 01, 2011 The Tommy and Gina Business, Apple's Core http://instorebankspace.com/newsletter/2011/06/01 113 Thursday, June 02, 2011 Good Loan Officers Listen to Plumbers http://www.americanbanker.com/issues/176_105/loan-officers-learn-from-plumbers-1038340-1.html?zkPrintable=1&nopagination=1 112 Wednesday, June 15, 2011 Poker Face, What Time is it Again? http://instorebankspace.com/newsletter/2011/06/15 114 Friday, July 01, 2011 Keeping Your Head Above Water, Only Argument I Need, Shawn http://instorebankspace.com/newsletter/2011/07/01 115 Thursday, July 07, 2011 One Big Lesson for Banks from Four Seasons http://www.americanbanker.com/bankthink/four-seasons-luxury-retail-banks-martin-1039741-1.html 116 Friday, July 15, 2011 Rejection Letters, Constantly Out of Line http://instorebankspace.com/newsletter/2011/07/15 117 Monday, August 01, 2011 Communication Breakdown, The Signs of Leo http://instorebankspace.com/newsletter/2011/08/01 119 Thursday, August 04, 2011 Bring the Brick and Mortar to Life http://www.americanbanker.com/bankthink/branch-future-martin-1040823-1.html 118 Monday, August 15, 2011 Grape Expectations, Skip the Whine List http://instorebankspace.com/newsletter/2011/08/15 120 Thursday, September 01, 2011 Train Everyone in Sales - From the Top Down http://www.americanbanker.com/bankthink/branch-train-sales-martin-technology-1041691-1.html 121 Thursday, September 01, 2011 I'm a Big Fan, Driven for the Business http://instorebankspace.com/newsletter/2011/09/01 122 Thursday, September 15, 2011 A Lot on Their Minds, Constructive Relationships http://instorebankspace.com/newsletter/2011/09/15 123 Saturday, October 01, 2011 Putting on the Ritz, Now That You Have Their Attention http://instorebankspace.com/newsletter/2011/10/01 125 Thursday, October 06, 2011 Don't Let Bank-Bashers Hurt Your Team's Morale http://www.americanbanker.com/bankthink/stop-bank-basher-from-hurting-team-morale-martin-1042817-1.html 124 Saturday, October 15, 2011 To Infinity and Beyond, Distorted Feedback http://instorebankspace.com/newsletter/2011/10/15 126 Tuesday, November 01, 2011 Gauging a Service Culture, Okay, Sign Me Up http://instorebankspace.com/newsletter/2011/11/01 127 Friday, November 04, 2011 "Everyone's Doing It" is a Weak Retail Banking Strategy http://www.americanbanker.com/bankthink/retail-banking-everyone-doing-it-weak-stragegy-1043721-1.html 128 Tuesday, November 15, 2011 Quite a Display, Farming for Results http://instorebankspace.com/newsletter/2011/11/15 130 Wednesday, November 30, 2011 If Waiters Can Make Personal Connections, So Can Bankers http://www.americanbanker.com/bankthink/if-waiters-can-make-personal-connections-so-can-bankers-1044452-1.html 129 Thursday, December 01, 2011 Play Through the Whistle, Cynicism Isn't Intelligence http://instorebankspace.com/newsletter/2011/12/01 131 Thursday, December 15, 2011 There is No "I" in Tebow, Pencil Me In http://instorebankspace.com/newsletter/2011/12/15 132 Sunday, January 01, 2012 You Won't Win (or Lose) Them All, Working Resolutely http://instorebankspace.com/newsletter/2012/01/01 134 Thursday, January 05, 2012 Recruit Front Line Hires from Hamburger University http://www.americanbanker.com/bankthink/recruit-frontline-hires-from-hamburger-university-1045315-1.html 133 Sunday, January 15, 2012 Getting More Out of Less, Stepping Out of Line http://instorebankspace.com/newsletter/2012/01/15 135 Tuesday, January 31, 2012 Get Rid of Outdated Tasks That Waste Bankers' Time http://www.americanbanker.com/bankthink/clear-away-the-clutter-of-unneeded-tasks-1046195-1.html 136 Wednesday, February 01, 2012 A Couch Full of Geniuses, No Water Breaks http://instorebankspace.com/newsletter/2012/02/01 137 Wednesday, February 15, 2012 Catching a Leader in Action, Scouting for Sales http://instorebankspace.com/newsletter/2012/02/15 138 Tuesday, February 28, 2012 Your Staff's Time is as Valuable as the Customer's http://www.americanbanker.com/bankthink/your-staffs-time-is-as-valuable-as-the-customers-1046982-1.html 139 Thursday, March 01, 2012 I Love a Parade?, The Known Unknowns http://instorebankspace.com/newsletter/2012/03/01 140 Thursday, March 15, 2012 Admiring Their Style, A Smarter Strategy? http://instorebankspace.com/newsletter/2012/03/15 141 Sunday, April 01, 2012 Surveying the Scene, Meeting Expectations http://instorebankspace.com/newsletter/2012/04/01 142 Tuesday, April 03, 2012 Get Out of the Branch, Go Visit Local Businesses http://www.americanbanker.com/bankthink/get-out-of-the-branch-go-visit-local-businesses-1048109-1.html 143 Sunday, April 15, 2012 A Wise Environmentalist, Back in the Day http://instorebankspace.com/newsletter/2012/04/15 144 Tuesday, May 01, 2012 Not Very Attendant, Making the Pitch http://instorebankspace.com/newsletter/2012/05/01 145 Tuesday, May 01, 2012 Can You Explain Your Incentive Pay Plan to Your Staff? http://www.americanbanker.com/bankthink/can-you-explain-your-incentive-pay-plan-to-your-staff-1048885-1.html 146 Tuesday, May 15, 2012 It's Like...You Know, A Pleasant Jolt http://instorebankspace.com/newsletter/2012/05/15