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Customer experience 19 Feb 2019

The keys to success for Corpus Christi’s Shoreline branch

Lacey Perry is the Branch Retail Executive for the BBVA Compass Shoreline Branch in Corpus Christi, Texas. Owing to its downtown business center location, of the three branches in the city, the Shoreline branch is the one with the least consumer foot traffic. Yet Perry is still the highest performer across all 644 branches in the bank’s retail network.

So, what does it take to build a high performing team, under adverse circumstances? According to Perry, it comes down to planning, desire and relationships.

“The way I approach the business is in consideration of the fact that we don’t have a lot of foot traffic,” she said. “So, I plan out production for each member of the team and then we share with each other so each of us knows what the other needs to achieve and can work toward it as one team.”

Being one team is important to Perry, and she says it’s how she motivates her group.

“It’s important to know your team on a personal and professional level,” she says. “I use that to help them achieve their goals, which ultimately helps the bank achieve its goals. The more transparent I am about what the bank wants to achieve, the better understanding they have, which leads to better performance.”

BBVA Compass Shoreline - Corpus Christi Team (from left to right): Financial Advisor Kendra Robbins, Branch Associate Ebony Hogan, Financial Advisor Samantha Garcia and Branch Retail Executive Lacey Perry

Perry said in addition to knowing her team, she also digs in alongside them. “Rolling up my sleeves and not just telling the team what to do, but actually helping them do it makes all the difference,” she said.

Ultimately, it’s the human touch her team provides to clients that help them achieve their goals, and then some.

Perry: We have great relationships with our clients, and that’s what keeps them coming back.

“We have great relationships with our clients, and that’s what keeps them coming back,” she said. “It’s not so much rate, because a client might be willing to take a small loss on that, but the fact that they know the entire staff gives them peace of mind that we have their best interest at heart.”

BBVA Compass South Texas Valley District Retail Executive Juan Garcia agrees with Perry’s assessment, saying that in a world of commoditized products, having a real relationship with a person in the branch is key.

Garcia: People want to know who is dealing with their money and have assurance that they can trust them with it. Lacey and her team intuitively understand this…

“As our former BBVA Compass CEO and now global CEO for BBVA says, ‘We are people serving people,’” he said. “Nowhere is this more true than in a financial relationship. People want to know who is dealing with their money and have assurance that they can trust them with it. Lacey and her team intuitively understand this, and I think that’s a big part of their success.”


To read more about the Corpus Christi market, click here

To learn more about the area’s City President, Che Goff, click here.

For more information about BBVA Compass, click here.

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