Guest Opinion: Suffering From Lackluster Lobby Performance?
Most would agree that the platform side of the branch plays a critical role in the success of branch network profitability. Yet management has struggled with fully understanding the overall performance in the lobby due to various systems capturing fragmented sales and service information such as DDA systems, time and deposit systems, loan systems and credit card systems, and in most cases no dedicated systems for tracking lobby service.
Financial institutions may perceive their less-than-ideal handle on lobby performance to be sufficient and do not see a remedy worth the expense or the disruption. However, a recent study indicates that lobby performances are having a much greater impact on the bottom line than previously thought.