When it comes to finding new income streams, financial institution executives have a tendency to get too fancy. In my experience, most of the best new programs are intuitive, indeed sitting right under the noses of those charged with increasing revenue.

A TMG client recently experienced this when a credit union teller presented one of her visiting member’s problems to her superiors.

The small-business owner had shared with the teller how difficult it had become for him to complete his payroll.

What the credit union discovered was that they were quite capable of offering this service, not only to the this one member, but to scores of other small-business members within their ranks.

Not only did the light-bulb moment drive home the importance of listening to members, it also illuminated the need for executives to listen to staff.

Too often staff “suggestions” are dismissed as complaints or the airing of grievances.  But smart FI executives know these comments can be serious revenue-generating leads.