Final Elevator Speech
“Beth Mooney?”
Yes
“Hi, I’m Amanda, I am currently a lead teller for one of your branches in NY. I’m considering our
customer services that we provide in the branch directly to the client. One of the major problems that I
am having is that in our particular branch, we are understaffed. This is giving us poor review grading on
our client experience. I think that if we fully staff these branches with tellers and personal bankers it will
help provide an excellent client experience. Sometimes, people even visit the bank to do their banking
on their lunch hour. When there is only one teller, it is easy to get wrapped up in a commercial
transaction that tends to take longer, this involves our clients waiting longer than anticipated. I think if
we are able fully staff our branches, this will set Key Bank apart from other banks. What are your
thoughts?”
Beth: “I understand the concern, but I’m not sure how we could increase our client experience scores
through additional staffing. There are other things that effect our scoring as well.”
Me: “Mrs. Mooney, I understand that there are other factors that go into the scoring, however, I think
that staffing our branches will not only benefit the clients, but us as a whole as well. Having the
additional staff will allow us to take more time to learn about our products which could potentially raise
our sales also. This is something to consider in my opinion.”