Make New Customers Stick.
Your new customer becomes a real relationship in the first 90 days, before they quietly drift to the next bank.
What changes.
- Run a structured first-90-days contact plan
- Catch a drifting customer before they go quiet
- Deepen the relationship while it is still forming
- Stop new accounts from quietly walking to the next bank
What's happening now
Your new-account numbers look good on paper. But a meaningful slice of those new customers will have a lower balance, fewer products, and less engagement six months from now than they did in week one. Not because they had a bad experience, because they had no experience after week one. Nobody called. Nobody checked in. The relationship was opened and then left alone to form or fade. Most faded.
Acquisition cost is already paid. Every new customer who drifts without deepening is pure loss, you bought the relationship and then left it on the counter. The worst part is that some of those customers went to a competitor who simply asked how they were doing.
What changes on the floor
- New account retention becomes a measure managers review
- Second product attachment happens earlier in the relationship
- Your team has a real reason to call new customers, not just a generic check-in
- Drift is caught at the signal stage, not after the account goes dormant
What your team walks out able to do.
- 01
Run a structured first-90-days contact plan that does not feel like a check-in script
- 02
Recognize the three signals that a new customer is starting to drift
- 03
Have the conversation that re-engages a drifting customer before they go quiet
- 04
Ask the relationship-deepening question at the right moment in the first 90 days
- 05
Connect the new customer to a second product before day 60
- 06
Set a follow-up expectation the customer actually wants met
Who should be in the room.
The install sticks when the people who coach it are there too.
- Personal bankers
- CSRs
- New-account reps
Why it still works six months later.
The 90-day contact cadence becomes a team standard, governed in the weekly MMI rhythm. It does not depend on one team member's memory or motivation, it is inspected and owned at the manager level.
What this install costs.
Why cohorts are capped at 20. Beyond about twenty people a session stops installing behavior and becomes a lecture. The cap is a quality standard that protects the install, not a restriction. A bank with a larger frontline runs a second cohort the same day at $8,000.
Why Leader Installs Cost More This Private Skill Install puts one skill into a team. A Leader Install or Enterprise Installation puts the whole operating system into the bank, Guide, Don't Drive itself, not a single capability. One changes what people can do. The other changes how the bank behaves under pressure. That is why Leader Installs run significantly higher.
See all pricesOne install, or build a track.
Pair it with two related installs for $30,000 and save $6,000. Larger frontline? Run a second cohort the same day.
Turn Service Into Sales
Grow Deposits at the Desk
Make Every Visit Feel Local
Ask Better Questions, Serve Bigger Needs
Become the Banker They Trust With Their Money
- Cohort sizeUp to 20
- Same-day second cohort$8,000
- Three-install track$30,000
Tell us who needs this install and we will scope it for your bank within one business day.
Installed, not taught.
Every offer runs the same four steps. That's why the behavior is still there in 90 days.
- Learn the behavior.One specific behavior, practiced on situations from your own bank.
- Commit in writing.Each person writes what they'll do, where and with whom.
- Apply it at work.Real customers, real team members, real pressure.
- Inspect it weekly.A short weekly check (MMI) makes sure it held. What slipped gets a recovery plan.
Every Skill Install ends with written commitments and a 30-day check-in.