How I Increased Teller Referrals

One of the requirements this year in preparing for my performance evaluations was to do a self-evaluation of my approach and results with increasing teller referrals.

First let me outline the issues I observed from my teller line (listed by level of importance):

- Tellers were concerned that a lack of referrals would jeopardize their current position and plans for future advancement within the company
- Tellers felt forced that upper management were changing their job descriptions
- Tellers concerned about approaching long-time customers
- Tellers wanted to devise their own system of collecting information

After observing and listening to my teller's concerns, I needed to come up with reasonable conclusion to increase teller referrals that will eventually lead to increased sales. I decided to hold a branch meeting that included the tellers, personal bankers, branch managers, and branch administration. At this meeting my objective was to brainstorm and come up with ideas that were suitable for our branches, since we had mixed customer flow days.

At the meeting I started by letting everyone know of the importance of the teller referrals and that this is no way would affect their current position or advancement opportunities during the initial phase of 3 months. However, after this probation period for teller referrals they will be required and expected to conform to the quota set for them.

Then I opened the floor for comments and suggestions on ways to explore the task at hand. One of the tellers stated that they did not like the company form or the approach that was to be used because it was so formal. Since we were familiar with our customers and treated them like family they felt we should have a less formal form and approach when initiating contact with our customers. I agreed. This type of approach would make our customers feel more at home.