We Create Confident Teams with Delivery Defined

When it comes to delivering the ultimate branch experience, it isn't as simple as copying and pasting what's working for the financial institution next door.

Every financial institution is unique, from its branch design and technology elements to branch staff and clientele. This means your branch experience needs to be fine-tuned and customized to YOU.

That's exactly what we do in this step of the program: define what your ideal branch experience looks like. 

We'll sit down with leadership and branch representatives to better understand your clients, your staff, and come up with a single vision for transformation.

Once you have defined the elements in your branch and how you want your team to operate in the new space, it is time to document it for training and repeatable success.

In this step, we create the playbook for your new branch.

This playbook not only documents every intentional design and technology element in your branch but also explains the intention behind it. And to take it another step further, it includes your operational intent, protocols, and expectations down to talk tracks.

Once your program is developed and documented in a playbook, it's time to train the team.

In this step, we get hands-on with your branch staff and training team and train them to this new space.

To lower emotional barriers around change, we approach this with a training program that answers the why behind the change, quickly demonstrates the impact of the change, and gets staff excited

The training is an entire day of interactive experiences, including playbook reviews, strategic conversations, role-playing, in-action coaching, and more. And the result is a team that is vibrating with energy and excitement to serve their clientele in their new space.

Once you are up and running, we don't just send you on your way. Establishing a new operational program in your space takes time and practice, and we give you just that.

This step starts at delivery and supports your team into the future.

For the first year after the delivery of the program, we take the journey with you. Our dedicated success package includes everything you need to make sure your investment doesn't get wasted, including program updates, retraining, and more.