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
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