Success Story #2:
Sales Culture
Organization: Rabobank
Goal: Rabobank has aggressive plans for growth and wanted to develop a strong sales culture that will grow with them as they continue to expand their footprint throughout California and across the United States.
Means: Monarch Performance Group created and implemented an infrastructure to support sales management and sales/referral behaviors for every layer within the retail banking division.
The Challenge: Rabobank has grown into one of the 25 largest banks worldwide with over $600 billion in assets and operations in over 35 countries. Having recently acquired banks in Southern California, and with the intent to expand their presence nationally, they were seeking a world class needs-based model that would enable them to develop the “Rabobank America” culture.
The Solution: The Monarch Performance Group Metamorphosis Solution was implemented. An assessment was conducted to identify the current behavioral standards of performance and understand the mission and vision of Rabobank. Next, a customized solution was developed that included desired behavior maps and customized workshops to train employees in new behaviors and accountabilities.
Measurements and evaluations were conducted within each branch to determine the level of implementation from classroom learning to client/employee interaction. In addition, mystery shops were conducted on a monthly basis to measure behavioral change. Community Banking Managers received one-on-one coaching sessions to support the new behaviors and solidify learning.
The Result: Rabobank now has an established sales culture with measurable performance standards in line with the mission and vision of the organization. As a result, they have experienced increased sales and obtained new clients based upon referrals from their existing client base.
Monarch Performance Group deliverables:
- Diagnostic Report with Management Plan for customized training was presented.
- Behaviors were mapped out for each retail banking position.
- Training workshops were conducted for over 250 employees. Live, interactive and customized workshops focused on referring, selling and coaching skills to understand the new behaviors and accountabilities.
- Measurements and evaluations were conducted within each branch.
- Mystery shops were conducted on a monthly basis to measure behavioral change.
- One-on-one coaching was provided to 22 Community Banking Managers over a 90 day period.
“The follow-up mechanisms to sustain the training behaviors are exceptional!"
"Monarch Performance Group’s materials and course outline are exceptionally well prepared and thought out. The role-playing scenarios are suitable for the type of behavior that you want employees to practice. I think that the follow-up mechanisms to sustain the training behaviors are exceptional."
-- C.W., SVP Human Resources