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Archive for September 1st, 2011

Sometimes it just takes a little magic.

The bank I worked at had something called a call night.  These happened twice every quarter.   What is a call night?  Glad you asked.  Employee’s who are customer facing were required to profile customers.  We would look into an account and see if a customer had a lot of money sitting in a checking account that they are not using.  Or they may be paying on a loan with too high an interest rate. We would call these people and see if we could get them into the bank to talk with an advisor.  Despite the scary word ‘profiling’ this is an excellent program and greatly helps customers.  Most people don’t realize how many products banks offer. Believe it or not, to stay in business banks need you to succeed.  One would think convincing people to talk to an advisor to further their own needs would be easy. But it is not.   Peoples fear and distrust makes making these calls very daunting.

My first week at the bank there was a call night from which I was excused seeing as I had not been there long enough to profile anyone, nor did I have a clue as to what I was talking about.  Being the trooper that I am I opted to stay and join the fun.  The manager handed me a list of papers and told me to call everyone on the list.

I looked at the first name on the list checked their account and they had something like 25 grand sitting in a no interest checking account.  I looked at the history and they had that much sitting there for at least a year.  Clearly, at the very least this could go into an interest bearing savings account.  The call went something like this.

Me:  “Hi my name is Brian and I’m calling from your bank.  I’ve noticed you have a lot of money sitting in a checking account.  Did you know we can put you in another type of account and you could be making money on that money?

Them:  “Not interested”

Me—Stunned silence.

Me: “Really? Do you have that money earmarked for something, perhaps a home, or a car or sending a child to school? If you are we have many products designed just for those types of purposes that will be much more beneficial than a checking account.”

Them:  “No thanks,” CLICK!

Me:  Looking stupidly at my phone. 

At this point one of the other Tellers noticed me looking stupid and quietly told me that she just calls home and speaks to her answering machine.  That way it looks like she is making calls.  While I understood the concept, I thought that was a bigger waste.  With great trepidation I looked at the second person on my list.  His name was Bob (not really, but we will call him Bob) the first thing I noticed was that Bob had multiple accounts all with stupidly high balances.

 Me:  “Hi Mr. Bob, My name is Brian and I’m calling from your bank, I’d like to talk about all that money you have just sitting there doing nothing, in fact I’d like to transfer it into my account.  Okay I didn’t say that, what I really said was something to the effect of you really need to come in and talk to one of our people about making this money work for you.

Bob: “I don’t like big banks, they are very impersonal and you never know who you are talking too”

Me: “Well I can help you with that, I’m Brian I am calling from your branch in State College and I can be your banker”

Bob: “Well that is nice of you but I remember when it was a small town bank and I knew everyone who worked there, now I don’t know anybody and I’m not happy about it.”

Me: “I understand, progress isn’t always what it is cracked up to be, but I can help you out with your current accounts”

Bob: “Does Pat still work there?”

Me: “Pat?  Yes, she is my branch manager.”

Bob: “I remember her when she was a Teller and I’d show her magic tricks.  I’d show all the girls magic tricks and they always greeted me with smiles and were happy to see me, now there is no personal service.”

At this point I just leaned back in my chair, smiled inwardly and took a breath.  Here I was a week in the bank, my first call night I knew nothing about banking but I booked my first call night appointment.  I had a secret.  Bob was a magician, not only that, he was older which meant he was an old school magician, which meant he would have my back.

Me: “Really you are a magician?”

Bob: “Oh yes, I am a member of the magic circle in England, I’m a member of the International Brotherhood of Magicians, (IBM) and the Society of American Magicians, (SAM).  I’m not much of a performer on any formal level but I do show the occasional trick, and they used to love them at the bank.”

Me: “I was the regional Vice President of the SAM in Vancouver Canada”

Bob:  Silence

Bob: “Really?”

Me: “Yes really, my father opened a magic shop in Montreal in 1974 which is still going strong.  I just moved here from Vancouver where I operated the Vancouver branch for the last 10 years.”

Bob and I talked magic for about 15 minutes and then he said:

Bob:  “So if I make an appointment, what do you get out of it?”

Me:  “Not much except the fact that this is my first week at the job and I’ll have made my first appointment during a call night.”

Bob: “And what exactly is expected of me?”

Me:  “You just have to listen, you don’t have to commit to anything or do anything.  Just listen to your options and you never know something might just be right for you.”

Bob:  “Okay, for a fellow magician, okay, set up a date.”

After pinning down a time with Bob I went to my manager and told her that I made an appointment for her for the following day with Bob.  Pat looked at me with huge eyes and told me they have been trying to get Bob into the bank for years and he has always turned us down flat.  She asked me what I said that got him to agree.  I told her I just have a magical way about me.

Out of six tellers, three desk people the manager and two investment people making supposedly 10 calls apiece I was the only one to book an appointment that day. 

Sometimes all it takes is a little magic.

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