The Quarterly Plan of Action

In the world of banking, the people on the front lines of the industry are known as tellers. These are the people who are expected to help customers with all of their day to day banking needs. It is often a thankless and miserable position to hold. These are their stories. These are their legends…

Bank Teller 4As a bank teller, I was advised to check my email on a daily basis. Every time I arrived at the bank, I would start up my computer and look to see what fresh messages were waiting for me in my inbox. One day, I found something that seemed odd. At least, it seemed odd to me.

My manager had sent an email to everyone in the branch requesting a Quarterly Plan of Action. I wasn’t sure what this meant, so I asked one of my fellow tellers. Apparently, it was a written explanation of how I intended to meet my goals in the net quarter. But not only that, I also needed to explain how I planned to make up the deficit from the previous quarter.

In other words, in the new quarter, I not only needed to meet the normal goals, I also needed to work nearly twice as hard to get whatever I had not gotten in the last quarter. Seriously? If I didn’t meet the normal goals that were expected, what made anyone think that I would exceed those goals next time?

My co-worker that explained this written statement to me said that I was expected to be detailed. How would I meet and/or exceed my goals in the next quarter? Here’s what I was tempted to write:

In order to meet the ridiculous goals that are set before each of us, I plan to be implanted with bionic parts. Physically, this will help me to move faster and therefore complete transactions much quicker. Intellectually, the computer chip in my brain will allow me to analyze each and every customer so that I can know their needs judging from not only their account information, but from the way they dress, speak, and carry themselves. My computer brain will then allow me to know what to say and when to say it in regards to cross selling new bank products, whether the customer needs them or not. Preferably, I would like to sell bank products to customers that have said no to those same products d0zens of times in the past. That way I can walk away with a real sense of accomplishment at beating the average customer into submission.

That detailed enough?

I’ll be honest, at the time I was in school. I was dealing with the stress of papers, exams, quizzes, and more papers. I wanted a job that would involve next to no stress. When I initially interviewed as a teller, I had hoped it would be the kind of job where I would be able to work with people on a regular basis. I had hoped it would be the kind of job that would allow me to leave the job at work when I went home. I didn’t want to have to sit down and come up with a strategic plan on how to sell things at the bank when I’m not a salesman. I just wanted to work with people, get their business done, then go home at the end of the day. In the world of banking, that turned out to be too much to ask.


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