Answer “Thank you for sharing that with me. Can you tell me more about what happened?” (Allow client to vent.) “It is unfortunate that you had this experience, and I truly appreciate the opportunity to make things right for you.” “What can I do to help improve your banking experience here at KeyBank moving forward?”…
Answer “I’m glad I reached out. Since you have a relationship with KeyBank and another bank, it might be helpful to compare what we can offer.” “Is there a specific reason why you have more than one bank to meet your needs?” (Allow client to explain.) “I’d love to meet with you to learn more…
Answer “We offer a range of products, so the rates/fees will vary according to the type product, its term, and other factors. If we meet in person, I can learn more about your specific needs, review your options, and provide the best solution for you. Advance “When is a convenient time for us to meet…
Answer “Totally understandable. Many of our clients I speak with like to talk with their business partner or accountant first. Actually, it might be helpful if the three of us could meet so I can answer any questions either of you might have.” Advance “Can we tentatively set up a time now and I will…
Answer “Of course, I’d be happy to do that. How about we tentatively schedule a time now and I will call you the day before to confirm?” Advance “How does the end of next (week/month) look for you? Let’s say ______ morning at ________?”
Answer “I can appreciate how busy things can get. I’d be glad to arrange an appointment at a time that works best for you—maybe before ___ AM or after ___ PM.?” Advance “Would after 3:00 PM work for you?”
Answer “Sending you information might not be the best option, as it doesn’t always address your specific questions. I can provide you much more tailored information if we met personally.” Advance “How does next ______ at _____ look to you?”
Answer “I certainly do not expect you to divulge your financial strategies on the spot. That is why I would like to schedule some time to meet with you personally where we can have a more in-depth conversation. Many of our other clients have found these meetings helpful in understanding how KeyBank can best support…
Answer “I understand, and that’s okay! Even if you don’t have an immediate need for additional services, it can be helpful to know what is available. Many of our other clients were surprised to learn all the ways we can support them. I just wanted to meet with you to make sure you’re getting the…
Answer “I completely understand. I certainly don’t expect you to be interested in something we haven’t fully explored. My main goal today was simply to make you aware of the comprehensive approach we take to business banking. As a KeyBank client, I would be doing you a disservice if I did not contact you.” “Many…