• a particular attitude toward or way of regarding something; a point of view: 

What a thought-provoking word. The dictionary provides more than one definition of the word but from my “perspective,” the one above is the most fitting for me…

All too often we focus ourselves on the tasks and responsibilities of the job itself. Getting caught up in the workplace minutia isn’t uncommon for many folks. This certainly doesn’t indicate that we are mediocre employees, rather, we’re human. We are designed to follow a process and tend to do things the same way because it works. Think about how you get ready for work in the morning, get your kids off to school, or the route you take to get to and from work. Would you see things differently if you changed it up?

I often think about my role within the bank and strive to continually improve upon my leadership skills. Like many of you, motivating and/or understanding your employees along with seeking new ways to “WOW” your customers can have you scratching your head. Times are changing and status quo can be dangerous.  

But whose perception really matters? Last year, we conducted a bank-wide survey to understand the perspectives of ALL of our employees around several factors. The following were the main themes we concentrated on:

  • What does superior customer service mean to you and how would you rate the bank?
  • What recommendations do you have to make the experience better?
  • How familiar are you with the Bank’s products & services and do you use them yourself?
  • What percentage of your banking relationship is with the bank?
  • What suggestions, ideas or feedback do you have to improve upon the overall experience?

The feedback we received was tremendous and really paved the way for us to put some specialized training together to ensure our entire bank had a solid foundation and expectation. Furthermore, it provided a glimpse as to how we can make our employee experience better as well.  

Perspective: a particular attitude toward or way of regarding something; a point of view. I challenge you to take a different point of view on a hurdle you’re facing at work.  Perhaps taking a different approach or developing a new perspective on it could help.  

John E. Loeffler, Bank of Sun Prairie, is a member of the WBA Retail Section Board.