You may have noticed that banking is a fiercely competitive industry, with competitors who are spending time and money strategizing about how to increase their market share by taking your customers away from you. If you elect not to call your customer, your competitor will be happy to make that call. Without even realizing it, every time you don’t call your customer, you’re choosing to deliver that customer to your competitor. When you don’t call, you’re practically working for the competition by easing their workload.
Because competition isn’t going away, neither is calling. The only way to communicate your point of differentiation in the market is by reaching out to your customer. Let’s be honest, it’s very difficult in the banking business to identify differentiation. Most bank products are homogenous. Your connection to your customers is how you differentiate yourself and make yourself relevant. Products don’t differentiate institutions, but rather people are the unique difference.
