Branch of the Week!
Top performing branch this week against target was Cheetham Hill - Well Done! - To Mr Khan and his team.
Branch of the Year ( YTD )
Top performing branch Year to date remains Upper Chorlton Road - Well to Ashok and his team!
Can anyone take the Team4107 shield away from Ashok and the Team at Upper Chorlton Road?!
Week 37 was another great week for -
Car Insurance
Special Delivery
Travel Insurance
Travel Money
All were well over 100%
However, performance in -
Banking
Credit Card
in particular was disappointing
This is our key time for Banking in the run up to Christmas. We need to make every effort to close the gap. Year to date we are some 5,929 transactions short of where we need to be and the targets will continue to ramp up over the coming weeks.
Please make every effort to ensure that you and all your team are asking all customers as to whether
- "Did you know that you can pay by Debit Card?"
- "Would you like to pay by Debit Card?"
Only by asking these simple questions are we likely to see more Partner Bank Cards and therefore in a position for a further cross-sell opportunity of offering cash-out to our customers. This is good customer service and is a service that many of customers are still not unaware that they can undertake at your branch.
Credit Card
Looking ahead please make sure that you and all your teams are fully aware of our Credit Card product. The vast majority of credit card applications are submitted in the final quarter of the year. Customers likely to be interested in this great product really fall into two specific groups.
- Those that are going on holiday. For those customers they are likely to be interested and will consider applying for our Credit Card based on our market leading facility of 0% foreign exchange charges
- Those looking to reduce their costs by transferring their balance to a cheaper card. For those customers our card is very well positioned in relation to the competition.
Make sure that you and your staff are familiar with the features of the product. Start practising the types of conversations that you will need to be having with your customers. If you are not familiar with the product or are not confident with the conversations then you will struggle to convince your customers to complete an application
Best Practise Tip of the Week
One of the Top performing Commercial branches for Credit Card sales is Pendlebury which is a Manchester Branch. There is nothing particularly inspiring about the area or the customers. Whats make this branch different is the approach of the Subpostmaster. He targets the two customer groups and highlights the features of the card. The clever "bit" is that he says to customers "Would you like me to order you one ?". Customers seem to like this approach and this shows through in his Credit Cards sales. Year to date he has achieved 304 applications and out of these he has managed 130 sales.This equates to a conversion rate of 42.7%. Well above the business / Industry average.
Why not give this approach a go and let me know how you get on - Good Luck!
Whilst as a business we have an impress conversion rate for Credit Card applications to sales. We are not so good with actual Customer contact. What that means is that many applications fail to reach actual issue as customers are failing to respond to application queries. To over come this it is imperative that we make sure that any applications completed in branch are fully and accurately completed. The two main problem areas seems to Bank & Employment details not being filled in or only partially filled in. Please make sure that all completed application forms are fully completed. In doing so we should start to see an improved conversion rate. It would be a real shame if you fail to receive any payment as an application has been submitted incomplete or incorrect application and the customer then fails to respond to queries from the Bank Ireland.
Start thinking about what Credit Card Sales activity you would like to undertake in your branch post Christmas. I will be happy to discuss this with you and to offer support on specific sales days.
Have a great week I know it will be a busy week but we must keep the focus on sales and good customer Service through product awareness.
Good Luck!
John
Monday, 10 December 2007
Monday, 3 December 2007
Weekly Update - 3 December 2007
Week 36
Performance Update
Banking
Weekly 98% - (675) transactions short of target
YTD - 98% - (5,013) short of target
Special Delivery
Weekly - 99% - (43) transactions short of target
Ytd - 96% - (6,497) transactions short of target
Home Phone
Weekly - 62%- (3) "Live Accounts" short of target
Ytd - 232% - 164 above Target!
Travel Insurance
Weekly - 85% - (3) transactions short of target
Ytd - 89% (406) transactions short of target
Travel Money
117% - £5,831 above required target
151% - £1,123,739 above the required target.
Quarter 4 priorities
The priorities for the final quarter of the year are -
Special Delivery
Credit Card
Travel Insurance
Travel Money
You can see from the above performance levels that there remains a number of key areas where we have to drive peeformance if we are to achieve our year-end targets. The delivery of these targets is imperative if we are to make a positive contribution to achieving our goal of returning POL back into profit by 2011 - Remember forward 4-2011.
The products which we are focusing on for the final quarter are also those products which under the remuneration system now have an attractive remuneration package. So these products are well worth pro-actively promoting to your customers. In doing so you will be providing excellent customer service as well as providing you with increased levels of remuneration.
Mystery Shopper
Mystery Shopper visits are now out and about in our area. They will be posting a package and be looking for good quality conversations particular around the "match" element of the conversational model. To achieve 100% you will need to understand the customers requirements as well as offering product options to the customer i.e 9:00am and 1:00PM delivery options. You should aslo be asking the customer whether they wished to pay by debit Card, in doing so the cross - sell opportunity of offering cash-out today should aslo be asked whenever you see a partner bank card. This approach is simply good customer service - Good Luck!
Roll of Honour!
This weeks Top Branches are -
Home Phone
Upper Chortlon Rd - Ytd - 30 Live Accounts from 63 Applications
Hardy St - Ytd - 30 Live Accounts from 63 Applications.
Both branches are still running neck-&-neck with Hardy St just in front based on conversion rates. These branches have clearly demonstrated what can be achieved by having repeat and good quality conversations. Who will finish the year on Top can either branch be caught in the final quarter?
Travel Insurance
Fallowfield - 104 Sales Ytd
Irlams O'th Height - 82 Sales Ytd
South Levenshulme - 72 Sales Ytd
This has been a tough product for us this year, but in recent months we have started to see some positive signs, with sales increasing steadily. This is yet another positive sign of branches really getting behind a product. Remember this product now has double the remuneration under the new pay deal. Make sure that you are offering a quote to all travel related customers. After Christmas many of customers will be thinking about their next holiday and we must make sure that customers think of the Post Office for Travel Insurance just in the same way they now think Post Office for Travel Money.
Travel Money
Another great week! - What a product this has been for us this year. Many thanks for the way all branches have really got behind and fully supported this product.
Cheetham Hill - 1,155 Sales -
Fallwofield - 1,154 Sales
South Levenshulme - 817 Sales
Who will be top performing branch for sales - It couldn't be any closer!
Remember to offer the higher rate for currency - Customers will be quite happy to take the higher amount as most people always have to take out further amounts whilst they are away, and with our Buy-back service they reall have nothing to loose.
Remember also to mention our Credit Card product. For people going away our 0% excange rate is a really attractive selling feature. Don't forget to aslo mention it to buy-back customers for their next holiday.
How good are our Travel Products - Well at a recent National Travel Industry awards event we smashed the competition and won two prestigious awards for our Travel Insurance and Travel Money Products. This was fantastic news and shows what our customers really think of these products. Our success is due to the service you are providing to your customers around these two great products - Well Done and keep up the good work!
Credit Cards
The largest number of Credit Cards are issued post Christmas as customers look to shop around around for the best product for balance transfers, to ease those Christmas Blues! Are you ready to promote this product. Do you and your staff know the product/ practise the conversations you will be having with your customers - If your'e not confident with the product then customers will not have confidence in you or the product/Think about holding Sales days and dressing your branch up. This really is a key time for Credit Card sales so lets not miss the opprotunity. But above all else lets make Credit Card sales days are Fun! and enjoy the day.
Evening Events
Can you help!
Unfortunately we no longer have access to the meeting rooms at Clippers Quay. If you know of any suitable venues, please let me know. I am hoping to hold an event in Manchester on the 13th or 18th December so time is pressing to find a venue.
Team 4107
This website has now been running for several months now and I would like to hear from you with your feedback.
How do you find it - Is it user friendly?
How often do you go onto it?
Is the content - what you would like to see?
Is there anything else - You would like to see included?
Any other comments?
Please post your comments or contact me direct with any feedback. I very much want to deliver something that meets your needs and requirements as well as keeping you updated with news from around the business as well as our overall perfromance. This is your website so please let me know what you think.
Have a great week and good look with the sales - Look out for that Mystery Shopper !
John
Performance Update
Banking
Weekly 98% - (675) transactions short of target
YTD - 98% - (5,013) short of target
Special Delivery
Weekly - 99% - (43) transactions short of target
Ytd - 96% - (6,497) transactions short of target
Home Phone
Weekly - 62%- (3) "Live Accounts" short of target
Ytd - 232% - 164 above Target!
Travel Insurance
Weekly - 85% - (3) transactions short of target
Ytd - 89% (406) transactions short of target
Travel Money
117% - £5,831 above required target
151% - £1,123,739 above the required target.
Quarter 4 priorities
The priorities for the final quarter of the year are -
Special Delivery
Credit Card
Travel Insurance
Travel Money
You can see from the above performance levels that there remains a number of key areas where we have to drive peeformance if we are to achieve our year-end targets. The delivery of these targets is imperative if we are to make a positive contribution to achieving our goal of returning POL back into profit by 2011 - Remember forward 4-2011.
The products which we are focusing on for the final quarter are also those products which under the remuneration system now have an attractive remuneration package. So these products are well worth pro-actively promoting to your customers. In doing so you will be providing excellent customer service as well as providing you with increased levels of remuneration.
Mystery Shopper
Mystery Shopper visits are now out and about in our area. They will be posting a package and be looking for good quality conversations particular around the "match" element of the conversational model. To achieve 100% you will need to understand the customers requirements as well as offering product options to the customer i.e 9:00am and 1:00PM delivery options. You should aslo be asking the customer whether they wished to pay by debit Card, in doing so the cross - sell opportunity of offering cash-out today should aslo be asked whenever you see a partner bank card. This approach is simply good customer service - Good Luck!
Roll of Honour!
This weeks Top Branches are -
Home Phone
Upper Chortlon Rd - Ytd - 30 Live Accounts from 63 Applications
Hardy St - Ytd - 30 Live Accounts from 63 Applications.
Both branches are still running neck-&-neck with Hardy St just in front based on conversion rates. These branches have clearly demonstrated what can be achieved by having repeat and good quality conversations. Who will finish the year on Top can either branch be caught in the final quarter?
Travel Insurance
Fallowfield - 104 Sales Ytd
Irlams O'th Height - 82 Sales Ytd
South Levenshulme - 72 Sales Ytd
This has been a tough product for us this year, but in recent months we have started to see some positive signs, with sales increasing steadily. This is yet another positive sign of branches really getting behind a product. Remember this product now has double the remuneration under the new pay deal. Make sure that you are offering a quote to all travel related customers. After Christmas many of customers will be thinking about their next holiday and we must make sure that customers think of the Post Office for Travel Insurance just in the same way they now think Post Office for Travel Money.
Travel Money
Another great week! - What a product this has been for us this year. Many thanks for the way all branches have really got behind and fully supported this product.
Cheetham Hill - 1,155 Sales -
Fallwofield - 1,154 Sales
South Levenshulme - 817 Sales
Who will be top performing branch for sales - It couldn't be any closer!
Remember to offer the higher rate for currency - Customers will be quite happy to take the higher amount as most people always have to take out further amounts whilst they are away, and with our Buy-back service they reall have nothing to loose.
Remember also to mention our Credit Card product. For people going away our 0% excange rate is a really attractive selling feature. Don't forget to aslo mention it to buy-back customers for their next holiday.
How good are our Travel Products - Well at a recent National Travel Industry awards event we smashed the competition and won two prestigious awards for our Travel Insurance and Travel Money Products. This was fantastic news and shows what our customers really think of these products. Our success is due to the service you are providing to your customers around these two great products - Well Done and keep up the good work!
Credit Cards
The largest number of Credit Cards are issued post Christmas as customers look to shop around around for the best product for balance transfers, to ease those Christmas Blues! Are you ready to promote this product. Do you and your staff know the product/ practise the conversations you will be having with your customers - If your'e not confident with the product then customers will not have confidence in you or the product/Think about holding Sales days and dressing your branch up. This really is a key time for Credit Card sales so lets not miss the opprotunity. But above all else lets make Credit Card sales days are Fun! and enjoy the day.
Evening Events
Can you help!
Unfortunately we no longer have access to the meeting rooms at Clippers Quay. If you know of any suitable venues, please let me know. I am hoping to hold an event in Manchester on the 13th or 18th December so time is pressing to find a venue.
Team 4107
This website has now been running for several months now and I would like to hear from you with your feedback.
How do you find it - Is it user friendly?
How often do you go onto it?
Is the content - what you would like to see?
Is there anything else - You would like to see included?
Any other comments?
Please post your comments or contact me direct with any feedback. I very much want to deliver something that meets your needs and requirements as well as keeping you updated with news from around the business as well as our overall perfromance. This is your website so please let me know what you think.
Have a great week and good look with the sales - Look out for that Mystery Shopper !
John
Monday, 12 November 2007
Update - Monday 12 November 2007
Week 33
Banking
This is beginning to show a slow down, which we need to address. In the run up to Christmas this is a key product for us. Are you asking every customer with a purchase over £5 whether they would like to pay Debit Card or whether they knew they could pay by debit card?. Remember the more debit cards we see the more chance we have of being able to offer our partner bank customers "cash out today". This will then provide you with an additional product income and is providing our customers with excellent customer service.
Special Delivery
Our performance continues to go well after the Industrial action and we were again over the 100% barrier. However, we still remain at 96% for the year. This prodcut is key for our full year performance and targets will continue to ramp up in the run up to Christmas.
Make NO assumptions every mails customer must be asked
- "Is it worth more than £34?"
- " Would you like guaranteed next day delivery?"
Only by asking these questions will we be able to promote this excellent product to our customers, offer excellent customer service and at the same time contribuute significantly to increasing your remuneration. Remember under the new Remuneration the payment to you for every Special Delivery item has increased significantly. - Go on lets reaaly get behind this product.
Don't forget Mystery Shopper visits are now happening in your area. The visit will be looking at your performance across these two products
Travel
Travel Money contnues to go really well with our full year perfromance at 151% YTD an absolutely amazing performance and my thanks to everyone for really getting behind this prodcut. We know from our success with Travel Money that customers continue to see us as the first stop for currency. We know need to promote our other travel products to these customers. Are you offering a Travel Insurance quote to every Travel related customer / query. If not ask yourself why not?. Again, the remuneration payable to you for every Travel Insuarnce sale has increased significantly. We must be using every cross sell opportunity. Why not brighten up your branch by dressing up your branhc and running a travel promotion. If you would like to know more please give me a call. It is important that we start having Travel Insuarnce related conversations now - Lets not wait until next Summer when many of our customers would have already purchased their Travel Insuarnce. We need to be ahead of the Game!
Telephony
Home Phone continues to be a run away success. Our Top 2 performers remain Upper Chorlton Rd and Hardy St both with an amazing 28 Live Accounts this year! - Why not give them a call to find out how they have managed to do so well, and the introduce similar activities into your own branch.
I know from my visits that you are all getting behind our great new Broadband product. I have observed some great conversations and you support of this prodcut will I have no doubt make it a further great product and one that will give you a further increase to your remuneration.
Remeber our success is about moving from a transactional based business to a sales related business. Continue to have those product awareness conversations and in doing so I know that you will deliver excellent sales results which will deliver to you significant remuneration growth! - Good Luck!
Dates for your diary
Tuesday 27 November - Evening Team Meeting - Manchester
Thursday 29 November - Evening Team Meeting - Oldham
Have a great week!
John
know you make Your role is simply to be having conversations with your customers around prodcut awarenessuse these customers
Banking
This is beginning to show a slow down, which we need to address. In the run up to Christmas this is a key product for us. Are you asking every customer with a purchase over £5 whether they would like to pay Debit Card or whether they knew they could pay by debit card?. Remember the more debit cards we see the more chance we have of being able to offer our partner bank customers "cash out today". This will then provide you with an additional product income and is providing our customers with excellent customer service.
Special Delivery
Our performance continues to go well after the Industrial action and we were again over the 100% barrier. However, we still remain at 96% for the year. This prodcut is key for our full year performance and targets will continue to ramp up in the run up to Christmas.
Make NO assumptions every mails customer must be asked
- "Is it worth more than £34?"
- " Would you like guaranteed next day delivery?"
Only by asking these questions will we be able to promote this excellent product to our customers, offer excellent customer service and at the same time contribuute significantly to increasing your remuneration. Remember under the new Remuneration the payment to you for every Special Delivery item has increased significantly. - Go on lets reaaly get behind this product.
Don't forget Mystery Shopper visits are now happening in your area. The visit will be looking at your performance across these two products
Travel
Travel Money contnues to go really well with our full year perfromance at 151% YTD an absolutely amazing performance and my thanks to everyone for really getting behind this prodcut. We know from our success with Travel Money that customers continue to see us as the first stop for currency. We know need to promote our other travel products to these customers. Are you offering a Travel Insurance quote to every Travel related customer / query. If not ask yourself why not?. Again, the remuneration payable to you for every Travel Insuarnce sale has increased significantly. We must be using every cross sell opportunity. Why not brighten up your branch by dressing up your branhc and running a travel promotion. If you would like to know more please give me a call. It is important that we start having Travel Insuarnce related conversations now - Lets not wait until next Summer when many of our customers would have already purchased their Travel Insuarnce. We need to be ahead of the Game!
Telephony
Home Phone continues to be a run away success. Our Top 2 performers remain Upper Chorlton Rd and Hardy St both with an amazing 28 Live Accounts this year! - Why not give them a call to find out how they have managed to do so well, and the introduce similar activities into your own branch.
I know from my visits that you are all getting behind our great new Broadband product. I have observed some great conversations and you support of this prodcut will I have no doubt make it a further great product and one that will give you a further increase to your remuneration.
Remeber our success is about moving from a transactional based business to a sales related business. Continue to have those product awareness conversations and in doing so I know that you will deliver excellent sales results which will deliver to you significant remuneration growth! - Good Luck!
Dates for your diary
Tuesday 27 November - Evening Team Meeting - Manchester
Thursday 29 November - Evening Team Meeting - Oldham
Have a great week!
John
know you make Your role is simply to be having conversations with your customers around prodcut awarenessuse these customers
Monday, 5 November 2007
Update - Monday 5 November 2007
Sales Awards Event
A huge thank you to everyone that took the time to attend our Sales award event at the Nawab. I thought it was a really good and enjoyable night. Everyone seemed to find it a useful opportunity to mix and socialise with colleagues from Team 4107, and it was useful for everyone to now be able to put a face to the branch.
Especial thanks to
The top award on the night went to Upper Chorlton Rd who received the monthly Team 4107 shield. Ash and his team took the award due to their excellent Home phone sales and travel money pre-orders sales. Ash has now hit his pre-order target and so will shortly start selling Euro On-Demand.
Can anyone take the shield off Ash for November!
Thanks also for the feedback that you gave on the venue and the food and we will certainly be bearing this in mind when looking to book other events.
Week 32 Update
A great week!
We achieved target on
Phil has also asked me to pass on his thanks for the results we have been delivering of late.
Clearly as we approach the key Christmas period. Please maintain the level of performance we are now delivering. The key priorities over the coming weeks will be -
Special Delivery -
Never Assume - Always ask " Is it worth more than £34?, would you like it to be guaranteed delivery for tomorrow?"
Travel -
Always give out a Travel Insurance quote to any travel enquiry. Don't forget that the improved rate has been extended on Travel Money.
Broadband -
Starting having those conversations -
"Do you have a computer at home?" -
"Did you know that the Post Office now offers a Broadband service"
" I can let you know what strength of connection you will get with us"
Good Luck!
And Finally
If I didn't manage to get your e-mail address from you on Tuesday can you let me have it, and I can then include you in our discussion board.
Many Thanks
John
A huge thank you to everyone that took the time to attend our Sales award event at the Nawab. I thought it was a really good and enjoyable night. Everyone seemed to find it a useful opportunity to mix and socialise with colleagues from Team 4107, and it was useful for everyone to now be able to put a face to the branch.
Especial thanks to
- Hardy St
- Woodsend Rd
The top award on the night went to Upper Chorlton Rd who received the monthly Team 4107 shield. Ash and his team took the award due to their excellent Home phone sales and travel money pre-orders sales. Ash has now hit his pre-order target and so will shortly start selling Euro On-Demand.
Can anyone take the shield off Ash for November!
Thanks also for the feedback that you gave on the venue and the food and we will certainly be bearing this in mind when looking to book other events.
Week 32 Update
A great week!
We achieved target on
- Car Insurance
- IAS - New Accounts
- Special Delivery
- Travel Money
- Banking
- Travel Insurance
Phil has also asked me to pass on his thanks for the results we have been delivering of late.
Clearly as we approach the key Christmas period. Please maintain the level of performance we are now delivering. The key priorities over the coming weeks will be -
Banking - Never Assume - Always ask "Do you know / would you like to pay by Debit Card"
Special Delivery -
Never Assume - Always ask " Is it worth more than £34?, would you like it to be guaranteed delivery for tomorrow?"
Travel -
Always give out a Travel Insurance quote to any travel enquiry. Don't forget that the improved rate has been extended on Travel Money.
Broadband -
Starting having those conversations -
"Do you have a computer at home?" -
"Did you know that the Post Office now offers a Broadband service"
" I can let you know what strength of connection you will get with us"
Good Luck!
And Finally
If I didn't manage to get your e-mail address from you on Tuesday can you let me have it, and I can then include you in our discussion board.
Many Thanks
John
Monday, 15 October 2007
Week 29 Update
Another Great week for Travel! - Did you know that for October we are offering an improved exchange rate? - It is better than M&S!. Please make sure all your customers aware of this great promotion. Don't forget half terms holidays start soon so many of your customers will be heading for the Sun for one last time this year. For those Holiday conversations make sure that you link Travel Insuarnce as well - Another Great Sales Opportunity!
I know it has been a difficult few weeks with the Royal Mail strike, lets hope those problems are resolved quickly. However, Special Delivery remains a key Income driver for you. During Industrial Action Special Delivery will continue to receive priority above all other mail, so for that urgent or valuable item Special Delivery remians the number one product for our customers and one that we should be promoting at all times.
Our Banking performance remains borderline - Are you asking at every transaction above £5
" Would you like to pay by Debit card", "Did you know that you can pay by debit card". Only by asking these questions will we be able to offer cash out and so improve our banking business. Come on lets all give it a go and really get behind this approach
And Finally!
Dates for diaries - On Tuesday 30 October we will holding our first quarterly sales awards. Venue is yet to be confirmed but please make every effort to attend. We wil be holding the event at a Restaurant near you! - By holding this type of social event it will enable us all to mix in an informal setting celebrate what we have so far achieved and look ahead to the second half of the year. The event will begin at 8:00 to allow everyone to attend.
This approach is unique to our team, and we are only able to hold this type of event thanks to the support that Phil has been able to provide. Phil has been able to obtain additional funding to hold these types of events and for us to do something different to the rest of the BDM teams. - So please really get behind this approach and make every effort to attend.
PS - If you know of any restaurants that would make a good venue for this type of event ideally located between Oldham and Manchester then please let me know.
Good luck with this sales
John
I know it has been a difficult few weeks with the Royal Mail strike, lets hope those problems are resolved quickly. However, Special Delivery remains a key Income driver for you. During Industrial Action Special Delivery will continue to receive priority above all other mail, so for that urgent or valuable item Special Delivery remians the number one product for our customers and one that we should be promoting at all times.
Our Banking performance remains borderline - Are you asking at every transaction above £5
" Would you like to pay by Debit card", "Did you know that you can pay by debit card". Only by asking these questions will we be able to offer cash out and so improve our banking business. Come on lets all give it a go and really get behind this approach
And Finally!
Dates for diaries - On Tuesday 30 October we will holding our first quarterly sales awards. Venue is yet to be confirmed but please make every effort to attend. We wil be holding the event at a Restaurant near you! - By holding this type of social event it will enable us all to mix in an informal setting celebrate what we have so far achieved and look ahead to the second half of the year. The event will begin at 8:00 to allow everyone to attend.
This approach is unique to our team, and we are only able to hold this type of event thanks to the support that Phil has been able to provide. Phil has been able to obtain additional funding to hold these types of events and for us to do something different to the rest of the BDM teams. - So please really get behind this approach and make every effort to attend.
PS - If you know of any restaurants that would make a good venue for this type of event ideally located between Oldham and Manchester then please let me know.
Good luck with this sales
John
Monday, 1 October 2007
Week 27 Update
Week 27 Update
- We are currently running at 98.59% against target.
We are achieving target in -
Not so good news!
Personal Banking and Special Delivery are within 5% of target so well within our grasp!. Concern continues with Travel Insurance and ISA in particular which are running at less than 90%.
We know that with the Northern Rock situation this is a great opportunity to promote this product with our headline rate of 6%. So lets get those conversations going!
Travel Insurance - This continues to run at well below the required run rate. Any ideas why this is?. When we are doing so well with Travel Money why is this performance not being mirrored in Travel Insurance.? Remeber to use the cross sell opportunities to promote our Travel Insuarnce to Travel Money customers. Half term is only a few weeks away so we should see a surge in Travel Money customers, and Christmas follows not long afterwards - Yes it is only 12 weeks away! - all great Travel opportunities
Did you know that if you sold just one extra Travel Insurance policy every day with a policy value of £37 then you would earn £1443 over the year. Under the new remuneration deal Travel Insurance now attracts a rate of 15% for the value of the premium rather than the previous rate of just 7.5% - well worth promoting I am sure you will agree.
Evening Events
We had two evening events in Manchester and Oldham last week. Those that attended seemed to really enjoy the event and took plenty from it, I know I did. We covered the new Pay / Broadband and ISA. I found uit seful to listen to the views of everyone around the table, particular the issues that were concerning you, and to share best practise solutions. The next event will be in October ( date yet to be confirmed ) I very much look forward to seeing more branches attend, please talk to your coleagues who have attended these regular events I am sure that you will get a lot of the event, which usually runs for no more than 2 hours.
Website Feedback
We have now been running the website for a few weeks now and I would very much welcome your feedback. How have you found the content?, what would you like to see included?. Please let me have your comments, the first 5 branches to post their comments will receive £10 in vouchers.
Best Practise
How are things going at your branch - What is working well - What new ideas have you come up with, please let me have your comments ideas / solutions and I will then happily share them around the team.
Have a really good week - and good Luck with those sales!
John
- We are currently running at 98.59% against target.
We are achieving target in -
- Credit Card
- Car Insurance
- Home Phone
- Travel Money
Not so good news!
Personal Banking and Special Delivery are within 5% of target so well within our grasp!. Concern continues with Travel Insurance and ISA in particular which are running at less than 90%.
We know that with the Northern Rock situation this is a great opportunity to promote this product with our headline rate of 6%. So lets get those conversations going!
Travel Insurance - This continues to run at well below the required run rate. Any ideas why this is?. When we are doing so well with Travel Money why is this performance not being mirrored in Travel Insurance.? Remeber to use the cross sell opportunities to promote our Travel Insuarnce to Travel Money customers. Half term is only a few weeks away so we should see a surge in Travel Money customers, and Christmas follows not long afterwards - Yes it is only 12 weeks away! - all great Travel opportunities
Did you know that if you sold just one extra Travel Insurance policy every day with a policy value of £37 then you would earn £1443 over the year. Under the new remuneration deal Travel Insurance now attracts a rate of 15% for the value of the premium rather than the previous rate of just 7.5% - well worth promoting I am sure you will agree.
Evening Events
We had two evening events in Manchester and Oldham last week. Those that attended seemed to really enjoy the event and took plenty from it, I know I did. We covered the new Pay / Broadband and ISA. I found uit seful to listen to the views of everyone around the table, particular the issues that were concerning you, and to share best practise solutions. The next event will be in October ( date yet to be confirmed ) I very much look forward to seeing more branches attend, please talk to your coleagues who have attended these regular events I am sure that you will get a lot of the event, which usually runs for no more than 2 hours.
Website Feedback
We have now been running the website for a few weeks now and I would very much welcome your feedback. How have you found the content?, what would you like to see included?. Please let me have your comments, the first 5 branches to post their comments will receive £10 in vouchers.
Best Practise
How are things going at your branch - What is working well - What new ideas have you come up with, please let me have your comments ideas / solutions and I will then happily share them around the team.
Have a really good week - and good Luck with those sales!
John
Monday, 24 September 2007
Week 26 Update
Great News! - For the first time in a long while we were at over 100% for our Special Delivery results - Great effort keep up this high level as we have much ground to make up.
Top performers for this product this week were Holyrood @ 203% and Egerton Road South @163%. If you get the chance it really is worth speaking to Ali at Egerton Rd South, his branch is not in an Industrial Area or anything like that and yet he still manages week -in-week-out to achieve really excellent results how? - He simply talks to all of his customers around the " Is it worth more than £ 34? / "Do you require guaranteed next day delivery?"/ and he explains the true worth of this product should the item not be delivered - and this really works - Give it a go!
Banking - Results this week were disappointing at 96% against target for the week. Are we getting into the habit of asking every customer with a transaction of over £5 whether
"Would you like to pay by debit card ?"/ "Did you know that you can pay by debit ?" - Its the only way!
Travel Money - Another Great Week!
- Windmill Lnae @ at an amazing 580% against for the week -Well done to Peter and his team
Also Special mention must go to :-
- Fallowfield 254% against Target - Full Year Target already achieved!
- Upper Chorlton Rd - 179% - Full Year Target already achieved!
- Woodsend Rd - YTD 243% - Full Year target already achieved!
This remains our key success at the moment, please keep the focus on this product - People don't stop going on Holiday after August! - Quite the opposite - The bad weather also helps!
Travel Insurance
This continues to be a thorn in our side and we remain at a lowly 88% for the year. Lets make sure that we are maximising our cross-sell opportunities with Travel Money. If we are doing so well on Travel Money then we should be seeing an increase in Travel Insurance - But it is just not happening - Any ideas? - Lets keep mentioning it / giving out quotes and enagaging in those happy conversations around holidays. This is a feel good conversation and customers will happily have those conversation with you.
Keep the focus on these products- we are not too far off Christmas ( I know scary isn't it ! ), and focus on the Key products especially Special Delivery.
All of the prodcuts I have mentioned in my update have an excellent remuneration package and they really need to be pro-actively promoted if you are to gain the maximum benefit from your branch from your footfall.
Reminder that there are evening training events on this week
Manchester - Tuesday
Oldham - Thursday
I hope to see many of you at these events! - Please try and make the event.
COUNTDOWN TO BROADBAND - 22 DAYS TO GO!
Good Luck!
John
Top performers for this product this week were Holyrood @ 203% and Egerton Road South @163%. If you get the chance it really is worth speaking to Ali at Egerton Rd South, his branch is not in an Industrial Area or anything like that and yet he still manages week -in-week-out to achieve really excellent results how? - He simply talks to all of his customers around the " Is it worth more than £ 34? / "Do you require guaranteed next day delivery?"/ and he explains the true worth of this product should the item not be delivered - and this really works - Give it a go!
Banking - Results this week were disappointing at 96% against target for the week. Are we getting into the habit of asking every customer with a transaction of over £5 whether
"Would you like to pay by debit card ?"/ "Did you know that you can pay by debit ?" - Its the only way!
Travel Money - Another Great Week!
- Windmill Lnae @ at an amazing 580% against for the week -Well done to Peter and his team
Also Special mention must go to :-
- Fallowfield 254% against Target - Full Year Target already achieved!
- Upper Chorlton Rd - 179% - Full Year Target already achieved!
- Woodsend Rd - YTD 243% - Full Year target already achieved!
This remains our key success at the moment, please keep the focus on this product - People don't stop going on Holiday after August! - Quite the opposite - The bad weather also helps!
Travel Insurance
This continues to be a thorn in our side and we remain at a lowly 88% for the year. Lets make sure that we are maximising our cross-sell opportunities with Travel Money. If we are doing so well on Travel Money then we should be seeing an increase in Travel Insurance - But it is just not happening - Any ideas? - Lets keep mentioning it / giving out quotes and enagaging in those happy conversations around holidays. This is a feel good conversation and customers will happily have those conversation with you.
Keep the focus on these products- we are not too far off Christmas ( I know scary isn't it ! ), and focus on the Key products especially Special Delivery.
All of the prodcuts I have mentioned in my update have an excellent remuneration package and they really need to be pro-actively promoted if you are to gain the maximum benefit from your branch from your footfall.
Reminder that there are evening training events on this week
Manchester - Tuesday
Oldham - Thursday
I hope to see many of you at these events! - Please try and make the event.
COUNTDOWN TO BROADBAND - 22 DAYS TO GO!
Good Luck!
John
Tuesday, 18 September 2007
Week 25 - Update
This weeks performance
Banking is at 100% - Well done!
Action - Any Transaction settlement over £5, you shold always be asking:-
"Would you like to pay by Debit Card?"
"Did you know that you can now pay by Debit Card?"
Only by asking these key questions will we start to see more Debit Card transactions and therefore the greater opportunity to cross sell - to "Would you like any cash out today?"
Special Delivery still down at 95% - We are 5,800 transactions off target. We are fast approaching our key time for this product so really make sure that we are asking the key questions -:
"Is it worth more than £34?""
"Would you like it guaranteed for tomorrow?"
Remember - Never assume anything on behalf of the customer. Our role is simply to provide the customer with all the facts and then allow them to make an informed decision.
- Look out for this weeks Newsletter which highlights this years performance against last year. I found this a very useful tool for comparing performance - If you are better than last year Well Done! and keep up the good work! - If you are doing less than last year - Why? - Have a look at what actions you can undertake to get those sales up. Don't forget that under the new Remuneration system Special Delivery really is an excellent remuneration package and is certainly well worth promoting.
Bureau - This goes from strength to strength - We are at 151% against target. Many Thanks for tall he effort that everyone has put in to make this such a great success- Keep up the good work!. People don't stop going on Holiday after August! - Quite the opposite with September being one of the busiest months for Holidays. It is now quite common for families and couples to to take two or three holidays a year, so the opportunities will continue so make sure that you continue to promote this great product. It really is an all year round opportunity.
Travel Insurance - Whilst Bureau is a success story sadly we are not doing so well on Travel Insurance. - We are at just 86% well off the pace. With the success of Bureau we have a real cross-sell opportunity to promote Travel Insuarnce. Yet for whatever the reason this is simply not happenning. Please continue to promote this product talk to customers you know go on holiday as they may already be planning to book for next year. Make sure you mention it when dealing with any bureau transactions or enquiries.
For all On-Demand Travel Insurance Branchcs you should now have received the latest Competition Newsletter. Best performing branch against target for weeks 27 -32 wins £150 in vouchers with two further prizes of £75 & £ 50 - Well worth having I am sure you will agree.
28 Days to Go! - Any ideas?
Yes - We go Live! with Broadband on the 15th October. Make sure that you are letting your customers know now that this latest exciting product offer is on it's way. Make sure that you mention it to your current Home Phone customers and those that may have been interested previously but may have decided not to go ahead as we didn't have Broadband as part of the package - Well we do now so no excuses for not promoting the product and getting those customers ready to sign-up from the 15th.
Team Meeting
Remember our next Team Meetings are next week -
Tuesday in Manchester
Thursday in Oldham
Usual location and on the agenda will be
I look forward to seeing you all there
Priorities for this week are -
Good Luck! & keep those Sales coming in!
John
Banking is at 100% - Well done!
Action - Any Transaction settlement over £5, you shold always be asking:-
"Would you like to pay by Debit Card?"
"Did you know that you can now pay by Debit Card?"
Only by asking these key questions will we start to see more Debit Card transactions and therefore the greater opportunity to cross sell - to "Would you like any cash out today?"
Special Delivery still down at 95% - We are 5,800 transactions off target. We are fast approaching our key time for this product so really make sure that we are asking the key questions -:
"Is it worth more than £34?""
"Would you like it guaranteed for tomorrow?"
Remember - Never assume anything on behalf of the customer. Our role is simply to provide the customer with all the facts and then allow them to make an informed decision.
- Look out for this weeks Newsletter which highlights this years performance against last year. I found this a very useful tool for comparing performance - If you are better than last year Well Done! and keep up the good work! - If you are doing less than last year - Why? - Have a look at what actions you can undertake to get those sales up. Don't forget that under the new Remuneration system Special Delivery really is an excellent remuneration package and is certainly well worth promoting.
Bureau - This goes from strength to strength - We are at 151% against target. Many Thanks for tall he effort that everyone has put in to make this such a great success- Keep up the good work!. People don't stop going on Holiday after August! - Quite the opposite with September being one of the busiest months for Holidays. It is now quite common for families and couples to to take two or three holidays a year, so the opportunities will continue so make sure that you continue to promote this great product. It really is an all year round opportunity.
Travel Insurance - Whilst Bureau is a success story sadly we are not doing so well on Travel Insurance. - We are at just 86% well off the pace. With the success of Bureau we have a real cross-sell opportunity to promote Travel Insuarnce. Yet for whatever the reason this is simply not happenning. Please continue to promote this product talk to customers you know go on holiday as they may already be planning to book for next year. Make sure you mention it when dealing with any bureau transactions or enquiries.
For all On-Demand Travel Insurance Branchcs you should now have received the latest Competition Newsletter. Best performing branch against target for weeks 27 -32 wins £150 in vouchers with two further prizes of £75 & £ 50 - Well worth having I am sure you will agree.
28 Days to Go! - Any ideas?
Yes - We go Live! with Broadband on the 15th October. Make sure that you are letting your customers know now that this latest exciting product offer is on it's way. Make sure that you mention it to your current Home Phone customers and those that may have been interested previously but may have decided not to go ahead as we didn't have Broadband as part of the package - Well we do now so no excuses for not promoting the product and getting those customers ready to sign-up from the 15th.
Team Meeting
Remember our next Team Meetings are next week -
Tuesday in Manchester
Thursday in Oldham
Usual location and on the agenda will be
- Remuneration Package
- Broadband
- Instant Saver
I look forward to seeing you all there
Priorities for this week are -
- Banking
- Special Delivery
- Travel - Both Bureau and Insurance
- Home Phone & Broadband
Good Luck! & keep those Sales coming in!
John
Sunday, 15 July 2007
Highlights from Week 16
- 131% to target on Travel Insurance with 158 policies sold
- over £109k in bureau - 152% to target
- 22 new home phone accounts
- 9 car insurance sales from 36 quotes
HIghlights from the Second evening event
Focus was on Travel and Special Delivery
The new Travel Insurance proposition should really drive up sales in this product
Special Delivery continues to be a key earner for us
Always ask the key question
'Does it need to get there tomorrow?'
and then start ski-ing downhill!
The new Travel Insurance proposition should really drive up sales in this product
Special Delivery continues to be a key earner for us
Always ask the key question
'Does it need to get there tomorrow?'
and then start ski-ing downhill!
Friday, 1 June 2007
Team 4107 – Evening Meeting – Action Point 01
“We cannot become who we want to be by remaining who we are”
Dear Colleague
Thank you for taking the time to come along to our first evening event. It was good to see so many of you on the night. I do hope that you found the event useful and that you felt that it was a good use of your time – I know both Phil and myself really enjoyed the night and we both took a lot from the event.
Many thanks to Mr Abbas – Egerton Road South for providing such wonderful catering which seemed to go down a storm! – Put my Sainsbury’s sandwiches to shame………….
Action Point – Home Phone
If you remember from the Home Phone training session an issue was raised in relation to the cost of the additional services that customers can add to their package. The answer I have been given in relation to this is that the extras are priced per month. I hope this answers the query but should you wish to discuss this further please do not hesitate to give me a call.
Next Team Meeting
I have scheduled the next Team Meeting for Tuesday 19 June 2007. Location and start time remain the same. I will send out Agenda’s nearer the time but if there are any particular items you like me to include on the Agenda please let me know.
Good Luck with the Home Phone promotion, and remember to let me know how well the promotion is going throughout the day by texting me with details of each and every sign-up. My intention is also to get round to see each of you on the day of the promotion.
As always if there any issues you would like to discuss with me, please do not hesitate to give me a call.
Many Thanks
John Cere
Business Development Manager - Northern
Telephone: 07889 075 901
Dear Colleague
Thank you for taking the time to come along to our first evening event. It was good to see so many of you on the night. I do hope that you found the event useful and that you felt that it was a good use of your time – I know both Phil and myself really enjoyed the night and we both took a lot from the event.
Many thanks to Mr Abbas – Egerton Road South for providing such wonderful catering which seemed to go down a storm! – Put my Sainsbury’s sandwiches to shame………….
Action Point – Home Phone
If you remember from the Home Phone training session an issue was raised in relation to the cost of the additional services that customers can add to their package. The answer I have been given in relation to this is that the extras are priced per month. I hope this answers the query but should you wish to discuss this further please do not hesitate to give me a call.
Next Team Meeting
I have scheduled the next Team Meeting for Tuesday 19 June 2007. Location and start time remain the same. I will send out Agenda’s nearer the time but if there are any particular items you like me to include on the Agenda please let me know.
Good Luck with the Home Phone promotion, and remember to let me know how well the promotion is going throughout the day by texting me with details of each and every sign-up. My intention is also to get round to see each of you on the day of the promotion.
As always if there any issues you would like to discuss with me, please do not hesitate to give me a call.
Many Thanks
John Cere
Business Development Manager - Northern
Telephone: 07889 075 901
Project 4107 – How will it work?
•Branches chosen based on Customer Segmentation / Contribution / Attitude / Potential
•Build Relationships
•Regular visiting schedule
•Regular Communication
•Reward & Recognition
•Evening Training Events
•Setting clear Goals & Targets
•Role Model
•Build Capability
•Build Confidence
•Build Transactional Knowledge
•Build Relationships
•Regular visiting schedule
•Regular Communication
•Reward & Recognition
•Evening Training Events
•Setting clear Goals & Targets
•Role Model
•Build Capability
•Build Confidence
•Build Transactional Knowledge
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