RE: PPI1 Aug 2018 18:05
The bank I worked for (not Lloyds), there was a culture of fear. You had to hit sales targets, or you were put on a (PIP) personal improvement plan. I was actually one of the top performers for months, but in the end I got burned out with it, and stopped giving a sh*t about selling. I then found another job whilst they were trying to manage me out the door.
When I was selling the management loved me, they'd do everything possible to make you feel good. Incentives, letting you go early if you sold enough, stroking the ego, time off the phone to train others how to sell etc. The bonuses weren't very big to be honest, but for an unskilled job sometimes you could take home a bonus nearly as much as your salary. The people selling were a mixture of ethical sellers, and ruthless liars that only gave a sh*t about themselves.
We were encouraged to mark our sales up on a board at the end of the banks of desks... so we were all in competition with each other to sell the most. The one who filled up their target first got home early, or some other incentive. I refused to miss-sell. I always felt bad for the customers, most of which weren't wealthy, they'd phone up trying to activate a Credit card. I could see them sitting with a maxed out overdraft, and they were obviously borrowing from Peter to pay Paul... I used to introduce my sales pitch in a way that I knew it would be rejected by those people.
When someone came in with a bit of money, not rich but not struggling either... I'd offer them the PLP and CRP in a way that made logical sense to them, I'd then have all my answers to any objections they had until I talked them into it. So my customers always knew what they were agreeing to and how much it would cost them.
But all around me, people were using very dodgy tactics to sell more. Inevitably they were the top performers, I was close to them as I worked hard. But rarely was I top. If I sold like them I could be top... but I had a conscience.
There's no doubt it came from the BOD, then down to Heads of business areas, then to operations managers, then team managers then the phone monkey's like I was.