What to Expect with a
Legendary Service Group Engagement

Strategic Business Improvement

Every truly successful enterprise has a clear vision of its mission and direction plus a total commitment to doing the “Right Things” and doing them well, from the Executive Office all the way down to the lowest levels within the organization. Organizational Priorities, Strategies and Objectives are well defined and there is discipline to ensure the organization stays on track with individuals charged with accountability for results. LSG can help you make this a reality in your organization.

LSG will assist you and your management team gain a clear vision of its direction and priorities while identifying Best Practices activities that will have the greatest impact on the success of your business. High priority and under performing areas will be identified. We will ensure that there is a consensus across your management team and then together, develop an action plan with well-defined deliverables, due dates, and accountabilities that will drive improved organizational performance. This process will ensure that your organization is focused on those activities that deliver the greatest payoff.

Branch Performance Improvement

LSG will help you identify those unique Best Practices and Leadership Skills that are actually being executed in you high performing branches. Working with us you will, for the first time, know precisely what is really happening in your branches and those Best Practice Leadership Skills that are producing results. Now, you will be in a position to clearly define expected Leadership behavior for every branch. This process will help many of your average performing managers achieve the extraordinary results previously only realized from your very best managers. You can now raise the bar and elevate performance expectations of everyone across your branch organization.

Specific Program Benefits
  • Fast Results: Start improving Manager and Branch performance in just 4 to 6 weeks.
  • Improving Performance: The basis points improvement you will realize in ROE from implementing Best Practices and improving your Managers’ Leadership Skills will yield significant bottom line results.
  • Road Map For Improvement: This Program provides the Road Map with Benchmarks for guiding and tracking continuing efforts to improve Manager and Branch performance now and into the future.
  • Understanding Performance: By learning what Leadership Skills make top performing branches and their Managers effective, the Company can implement and manage the “Right” things to ensure performance improvement in every Branch.
  • Leadership Development: By understanding the Leadership Skills and Characteristics that exist in Top Performing Branches, leadership training and coaching can be focused on skills and outcomes with the greatest payoffs.
  • Non-Intrusive: The web-based Best Practice Assessment makes the process move quickly, with very little Manager or staff disruption.
  • Ownership: The Action Plans, Leadership training and the resulting impact on your Branches is all about top performing Branches’ Best Practices and Leadership Characteristics and how they will help improve performance in every Branch. It is not about the Virtual CEO process, model, or assessment.
  • Proven Methodology: The Virtual CEO, Inc. assessment model that is used in this program has been developed in conjunction with the very best business and academic thought leaders. Over 2,000 organizations have employed the system.
  • Using Technology: By automating the process, focused Action Plans and Leadership Training can be created and put into place within weeks not months or even years.
Strategy Implementation – Legendary Customer Service

The payoff for any project must be a measurable improvement in Organization performance. Besides increased profitability, which necessarily must be the long-term payoff of any project, interim measurements of improvement will be developed to insure that all efforts are on track and expected results are achieved.

We are committed to the axiom that “you must inspect what you expect”. Observation and measurement of expected behavior is a management discipline that must be present in an organization to ensure effective implementation of constant change. An organization can change only as fast as the behavior of its employees change. Hiring the best people can insure that you have the internal capacity to implement your vision. But the vision for your Organization is unique and therefore all behavior and activity must be tailored to your Organization's specific strategies and objectives.

The LSG process will help you bring the talent on your team together so that they will effectively implement your own Organization's mission and agenda. We will help you communicate expectations to every level of employee. With clearly defined expectations you will maximize the productive output of everyone on your staff with the result of maximizing profitability.

Customer service, sales, and other key operating objectives can be impacted quickly with this program. For example, the LSG program has resulted in the following remarkable results:
  • Customer service levels, as measured by outside independent shoppers, improved from mediocre to best in the California market in only 12 months.
  • The number of banking transaction accounts (a bank's core product) increased 45% in just 12 months.
  • Branch mutual fund sales increased over 100% to over $500 million in one year and became one of the most successful platform sales programs in the country.
  • Core deposits increased $1.5 billion to $3.9 billion in just 24 months without outside acquisition and reducing the total number of branches.
Similar opportunities exist for your organization if a true commitment is made.