The Trusted Advisor

RMA Journal, The, Feb, 2001 by Jeff Sucec

An Acquired Talent

In addition to self-education, there are numerous formal training opportunities available to help lending professionals perfect their TA skills. Organizations, especially those with a TA service mindset, may offer internal training resources. There also are countless training options available from public and private educators. Possibilities include daylong seminars at local colleges or customized programs presented onsite by professional trainers. Finally, the Internet is an excellent resource for finding articles and additional advice about providing TA service.

Despite the hype and proven benefits of trusted-advisor service for both customer and provider, relatively few financial services professionals have mastered this technique. Although the necessary skills appear simple, their mastery requires much practice and refinement. The time spent in such a pursuit is well worth the effort. When referrals from satisfied customers become the bulk of a bank's business, the TA is, indeed, a trusted advisor.

Sucec is president of Frontline Group FTR, a Lombard, Illinois, workforce performance improvement company for the financial services industry.