Our approach 

We deliver fast-moving, high-calibre and engaging training and development, geared precisely to the needs of each bank and each specific engagement.  As training specialists, we are uniquely placed to understand the most important people practices and technical skills necessary for effective retail banking.    

We bring this combination of skills to the creation of separate training programmes to the exact requirement of each of our clients.  Banks value us for our ability and willingness to listen precisely to their needs, and tailor our work accordingly.  It is vital to us that clients find us reliable, technically expert, but also easy and fun to work with. 

When training becomes change 

Whilst we are experts in training specific skills central to profitable banking, we are also deeply interested in our clients’ longer term performance.  Reinforcing new skills through the implementation of revised support structures and improved processes prevents the return of old habits and gradual erosion of  change that often begins almost as soon as the training engagement ends.    

Our work is focused on ensuring that our lessons stay in the mind and the behaviours of staff; and ensuring that the bank’s own training department has absorbed our practices and can continue to keep competencies on track after our engagement ends.  We also share a delight in developing long-term relationships with our clients, so that we can ‘nudge’ the bank back on track whenever we are called on. 

There is also a wider purpose to our work.  The most difficult thing for a bank to achieve is often the alteration of its culture: the series of ingrained practices and attitudes that characterise life as an employee, and also as a customer, of that bank.  Where our training engagements can create the greatest change – and commercial impact – is where we work alongside you to define what the bank really wants to stand for, and the behaviours and practices that will create an appealing and truly differentiated position in the local market. 

In combination, our consulting and change management skills can help you to define and adopt a new customer-focused working model that positions the bank successfully for the longer term.