08/04/2008
When front-line gold goes away
By Nala Henkel
In all the mystery shopping I've done at various credit unions and banks, if I was going to put a percentage on the number of good tellers/reps vs. the number of brilliant tellers/reps, I'd say it was 8 to 1.
One thing that I think is wrong, wrong, wrong is that these brilliant people get promoted AWAY from the members. Before you freak out, let me explain.
Yes, these fantastic people need to stay within the organization. Yes, these fantastic people need to be rewarded for their fantastic-ness. But the answer is not to jump pluck them off the front line and plant them higher up. Here are some of my ideas:
- Sit down and have a heart-to-heart chat about how valuable this brilliant person is to your credit union, and discuss a long-term career path for him/her
- Have the brilliant person take a personality profile so you can zero in on finding the next brilliant person (don't just automatically promote up the ranks unless you know you've got another brilliant person waiting their chance to shine)
- On the way to their new path, include the brilliant person in your replacement plan. This means there's a two-month job sharing that will happen with brilliant person and brilliant person-to-be to transfer the brilliant skills
My last comment is this: brilliant front-line people are gold. Pay them (cash) and reward them (benefits) accordingly.
Disagree or have a different perspective? Share it with me!
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Comments
1) Gene Blishen - 08/04/2008
http://www.tinfoiling.com
You are so right. I think first and foremost everyone has to see the ultimate value of a first rate front line staff. For my part it is important to show the value of front line staff at meetings noting that they are the conduit to the members a lot of the times. I also make a point of talking to every staff member at least twice a day just to hear what is going on in their area. Unless you constantly lift people up the one shot stuff doesn't work much.
2) Nala - 08/05/2008
http://www.cuckoocampaigns.com/blog
Gene, excellent point. There's such a wealth of knowledge with the front line staff in terms of what's working and what isn't. You taking the time to talk AND listen also shows them you respect them. No wonder you have a great team there!
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