Michael Garcia’s Post

In my previous role, one of my myriad responsibilities was leading the retail/branch network. When I took over the branches, I adopted a department with a high turnover rate, low morale, and inconsistent production. We had work to do to transform from a system of "order takers" to a "sales and service culture". We began our transformation strategy with four initial tactics. Each tactic could be built upon as each manager progressed through the steps. The four steps of our transformational strategy were: 1) Title change: We changed their titles from "Branch Manager" to "Relationship Manager". This was vital to engrain the paradigm shift from processing member transactions to building and maintaining relationships. 2) Invested in the people: We began teaching the Relationship Managers how their decisions in the branch impact overall credit union performance and how to manage their P&Ls. 3) Empowerment: We empowered them to make decisions by making them CEOs of their branches. We encouraged them to make decisions on the go instead of "calling corporate" for direction. 4) Breaking down silos: We created opportunities to bring them together to show they are not alone. Yes, they are in their individual branches but their branch team was a part of the credit union branch team. As a team of teams, we orchestrated gatherings for them to share best practices and "ahh-ha" moments with their peers. There were several phases to each step above which took place over years. The strategy was a resounding success. A few of the key results were: 1) A decrease in branch staff turnover. 2) Branch efficiency ratios improved as the Relationship Managers made great business decisions and managed their P&Ls. 3) Branch loan production increased as the Relationship Managers invested more time in their branch staff. 4) Branches began to see improvements in their Google review scores as the teams began making member decisions based on building and maintaining relationships instead of processing transactions. Many times credit unions expect branches to excel on their own. In my experience, the most successful branch networks excel and grow when there is a defined branch strategy and the credit union invests in the development of the branch staff at all levels. Please don't put your branches on cruise control. They are the face of your credit union to your members.

Hey everyone, it's Priya Anand from Boston Graphic Design Studio, Llc! I'm excited to introduce you to Frankie G., and our paths crossed earlier this year through Corridor 9/495 Regional Chamber of Commerce. From the moment we connected, it was clear that Frankie brings a special energy and expertise to the table. Frankie recently moved from sunny California to Worcester and is now part of the team at the Shrewsbury branch location Webster Five. His energy, professionalism, and friendly nature truly set him apart in the banking world, and he genuinely cares about his clients and the community. Sharing the conversation I had with Frankie: 

❓Frankie, could you share what drives your passion for excellence in banking and team management? ✅ My passion for excellence in banking and team management is rooted in helping less fortunate communities access financial education. Growing up as a first-generation millennial with immigrant parents, I witnessed their struggles navigating the US banking system, motivating me to impact others' livelihoods with integrity and ethical standards. ❓ What's one key strategy you've used at Webster Five to transform your team and achieve high performance? ✅ I implemented consistent bi-weekly sales focused sprints with my team at Webster Five. We used an MVP (minimal viable product/process) approach to test our strategies and see how our customers would respond. This allowed us to pivot and adjust our sales tactics based on the outcomes.This practice empowers the team to try new sales strategies resulting in creativity and stellar results. ❓ Can you describe a memorable moment where your coaching made a significant impact on someone's career? ✅ Certainly, back when I was a branch manager in San Diego, I coached an assistant branch manager with a negative outlook. Through guidance and collaboration, they transformed into a superstar banker, excelling in various areas. ❓ What guidance do you offer to those aiming to lead in the financial services sector? ✅ ALWAYS put your clients in the center of everything that you do. You should focus on them and their needs. If you're recommending something, it should be because they actually need it, not just to make a profit. Being trustworthy and open builds a strong bond with your clients, making you a real leader in your community. ❓Frankie, how can people reach out to you for advice ? ✅ Anyone can get a hold of me by reaching out here on LinkedIn, or through my email: [email protected] or My direct line: 508-719-2110. I am fluent in Spanish and can help all small business owners who are looking for an honest and transparent business banking relationship. I can help with credit, savings and cash management needs for all small business. If you are someone who is looking for a new banking relationship, based on my experiences, you will be in good hands! #banking #communitybanking #SpiritofShrewsbury #bostongraphicdesignstudio

Credit unions who struggle to sell often promote individuals into sales positions and sales leadership roles for the wrong reasons. A credit union’s key sales teams include all branch and contact center employees, managers, and senior leaders as well as the credit union’s business development team, mortgage team, insurance team, business services team, and so forth. Promotion is one of the highest forms of recognition for a job well done. Therefore, what a credit union prioritizes as promotion worthy will be what the team focuses on. Operational excellence and job knowledge are important for promotion, but for a key sales role, the credit union needs to make sales excellence a top priority. Any individual considered for promotion to a sales leadership role must have a positive sales track record and should have the skills and values to lead a high-performing sales team. To have the necessary skills and values, they need to value the importance of coaching, accountability, and the development of their team members over all other responsibilities. #creditunionsalestraining #creditunionsalestrainingprogram #creditunionsalegoals #creditunionoutboundsalestraining #creditunionsalesleadership #creditunions #CUadvantage

How have you started Quarter 2 - the MOST important quarter of the year for any banker or sales person???? For tips and ideas on how to create a GREAT second quarter please read my latest article and watch the embedded video. https://lnkd.in/gyvpypGE Please share your thoughts on how to make Q2 great or message me for additional assistance and ideas. #quartertwo #salestraining #communitybanking #success #financeprofessional

Credit Unions are retail sales organizations, and that’s not a bad thing. In order to grow and fulfill their missions, they must grow. To grow they must embrace sales and sales culture. I was very happy to see a strong influx of vehicle loan opportunities flood in this morning. Leads are the start of the sales funnel, now sales accountability kicks in. Our success wouldn’t be possible without our partner SimplyFocused! Sales accountability fosters a culture of transparency where performance metrics and outcomes are openly communicated. This transparency helps in identifying high performers, recognizing their efforts, and addressing underperformance through training and support. It also builds trust within the team and across the organization. Sales accountability is a vital component of growth for credit unions and other organizations. It drives performance, aligns goals, provides valuable insights, fosters transparency, enhances customer relationships, and supports strategic improvements. These factors collectively contribute to a more effective and efficient sales process, leading to sustained growth and success.

In order to have an effective and productive sales initiative, a credit union must hire individuals that value the processes of selling. Often what we see are team members who are shy, afraid of selling, or unwilling to adjust their “order-taker” ways. If the credit union wants to stop stinking at selling, they need to hire effective salespeople. #creditunionsalestraining #creditunionsalestrainingprogram #creditunionsalegoals #creditunionoutboundsalestraining #creditunionsalesleadership #creditunions #CUadvantage

Are you a credit union manager leading a team through the transition from internal to external sales operations in response to evolving business landscapes? Ensuring your team is equipped with the right tools and knowledge to thrive in this shift is crucial. At 90-Day Sales Manager™, we've collaborated with credit unions nationwide, assisting their teams in gaining the confidence and skillset required to navigate this new market landscape. The challenge of building external referral networks can be intimidating, leaving your team feeling stuck or overwhelmed. Our credit union-specific 90-day bootcamp is designed to empower your loan officers. What brought success in the past may not be the key to future triumphs. Our program focuses on building strong relationships with referral partners and increasing purchase business. Now is the perfect time to make a transformative investment in your team. In just 90 days, witness the results as your team becomes adept at navigating the external landscape. Reach out to us today to learn more about our exclusive promotion, making it easier for you to decide. The investment made today will undoubtedly pay off in the future. Don't wait for business to increase on its own. Take the proactive step to guide your team in seizing opportunities and achieving success! #creditunionsuccess #salestransformation #teamempowerment #professionaldevelopment #salescoaching #creditunions #mortgageprofessionals #success #referralpartners #90daysales #salesbootcamp #loanofficers

In nearly all situations where sales performance stinks, there is a lack of accountability. If sales expectations have been set but are not being met, it’s generally because team members are simply allowed to underperform without recourse. Now, I am not advocating that credit unions simply march through the office handing out pink slips to everyone not meeting sales expectations. It’s important to understand that performance issues are multifaceted. Team members must be given an opportunity to succeed. That includes the credit union providing: 1. Effective sales training 2. Consistent sales coaching 3. Time for the salespeople to succeed But salespeople must individually put in the time to learn and excel. That includes, applying what they are being taught, responding to coaching by following through, and making measurable progress. The salesperson should also be expected to report back on the progress they make and on their results. If that isn’t happening, then it must be treated just like any other performance issue. Certainly, a call center manager wouldn’t turn a blind eye to an agent who’s sitting on “unavailable” half of the day. The same applies to a salesperson not meeting the expectations of his sales role. #creditunionsalestraining #creditunionsalestrainingprogram #creditunionsalegoals #creditunionoutboundsalestraining #creditunionsalesleadership #creditunions #CUadvantage

The Power of Fractional Chief Revenue Officers: Boosting Sales and Revenue Without Breaking the Bank https://lnkd.in/emsiQAZD #SalesMasteryX #SellSmarter #SalesGuardianCapital #SalesTips #FractionalCRO

The GREATEST sales MISTAKE I made taught me a big LESSON. Can you learn from my error?       Picture this, I’m 23 years old and I have EVERYTHING a young salesman wants.   I’ve got a brand-new company car that’s way out of my price range, laptop and printer combined in one briefcase, a salary and a stack of warm leads.   I’m selling investments and pensions for Lloyds Bank. I’m crushing it every day. I’m selling up to 30 policies per month. I’m on fire. 🔥   I previously spent over one-year in the hell-hole called Legal & General, commission only, knocking on 300 doors a week, cold, threatened with dogs and violence and having cigarettes flicked at me.   NOW I’m in HEAVEN.   My attitude is so POSITIVE, people can’t help but buy from me.   I’m like Tigger, Winnie the Pooh’s mate.   I bounce into rooms like a force of energy.   And that’s my downfall.   Lloyds set me up a meeting with a customer in one of their branches.   I BOUNCE into the meeting room with a:   “HI I’M DENIS, YOUR FINANCIAL ADVISOR, PLEASED TO MEET YOU”   A middle-aged woman sitting there looks up at me and …   BURSTS INTO TEARS. 😭   My entire world folds in on itself.   No-one told me her husband had died the previous week.   When she was invited into the branch she thought there was something terribly wrong with their account. She was terrified I was about to give her the bad news.   My eyes immediately well-up. Yep I’m crying now. What a mess.   I assure her there’s nothing wrong, offer her a cup of tea and later I escort her to her car.   I felt like a complete idiot.   From that day onwards I   TAKE THE TEMPERATURE OF THE ROOM. 🌡   How many times have you walked into a meeting whilst texting on your phone or otherwise distracted?   Being aware of the energy in the room is critical.   Now I’m sure I have a 6th sense. The back of my neck heats up when I sense something’s not right.   This helped me in Banking every day dealing with people with hidden agendas.   Whenever you go into a meeting, put your phone away, eyes up, look around, absorb the information you’re getting. Take your time, read the room.   You can only do this by move from focusing on yourself to focusing outwards. Easier said than done. It takes practice.   But, it’ll serve you like a SUPERPOWER.   I still let Tigger out of the bag now and then. He’s part of who I am. It’s why I have so much energy. But Tigger’s on a tight leash these days!   I’m Denis and I coach Sales, Persuasion and Leadership. DM me for a chat. #sales #leadership #insurance #privatebank