Can Better Questions Lead to More Wallet Share?

by Mike Fisher   Every week, a customer comes into the bank branch to make his business deposits. It’s a routine he’s been doing for years. And then one day, after exchanging the usual pleasantries, the teller asks him if he’s familiar with the bank’s mobile deposit solution.
The customer is floored. He didn’t even know the bank offered remote deposits. The teller doesn’t want him to think she’s trying to push him into it, but the customer is thrilled to learn about this option. Even though the teller is always friendly and efficient, the time savings and convenience of not having to physically go to the bank every week will more than make up for the fees. He only wishes that he’d known about it sooner.
It was a pretty simple question, but it was a good one, and it made a huge difference for this customer. The teller felt good about