You have the green light to shoot

#empowerment

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

Anchored by the organization’s vision, core values and business imperatives, I empower my leaders to engage and build strong relationships with my clients. I tell them they have the green light to shoot the ball and make smart decisions when they speak with our clients. I do not want them to say to clients “I’ll get back to you”.. I want my clients to trust that there are a lot of very smart leaders in our organization who are seasoned in their roles, passionate in servicing their customers and they are decision makers.

One of my banking clients has an annual operations efficiency commitment of 3% in the statement of work. We were able to deliver close to 10% efficiency within 6 months. During the business review, he told our client we will no longer charge for this headcount savings the following month. Meanwhile, he also provided insights about the high percentage of customers requesting to cancel their credit cards. He proposed to utilize this head count savings for 1 month to pilot an Account Retention Team (ART) at no cost to the client. During the pilot month, the ART was able to match the retention percentage of the internal retention team of the client. On the second month their performance was almost twice compared to the internal team. Before the end of the first year the ART became a new Line of Business thanks to my Operations Manager who influenced our client to pilot ART.

*About the photo

My son, Great, in action during one of the basketball games he was part of when he was still in senior high school.