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Complying with regulation

Nationwide

Challenge: How to hold confident, compelling non-advice conversations with customers and remain compliant.

Solution: Identify and remove barriers and dead ends in the sales process; write scripts; and hold dialogue and conversation quizzes to demonstrate to staff what can legitimately be said.

Result: Improved sales process, more confident and more fluent staff, and improved lead generation for cross sales.

Lloyds TSB

Challenge: Reduce errors, delays and the costs of opening new accounts while remaining safely compliant.

Solution: Using Setanta's "Blitz" methodology, the internal project team redefined the process in four days and demonstrated the tangible savings over a four-week period.

Result: Average account-opening time fell by an hour and turn-around time by four days. The number of cases that had to be reworked to correct mistakes fell from 40 to 4 per cent.

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Yorkshire BS

Challenge: To certify mortgage advisers more quickly and reliably so as to improve their availability to interview customers.

Solution: Rethink the definition of an observation. Identify five "non-negotiable" compliance imperatives. Recalibrate supervisor observation and coaching.

Result: Faster certification, increased interview capacity, and a culture which emphasises developing people rather than ticking boxes.

Leading UK bank

Challenge: To design a compliant, customer-friendly sales process to support a non-advice customer proposition.

Solution: Write customer-orientated scripts to sell the proposition; and design questions to engage the customer in conversation, clarify understanding and help him or her to make an informed choice.

Result: Non-advice sales took less interview time and generated more cross-sales.

Post Office

Challenge: Achieve stretching sales targets and reduce compliance breaches in a 12,000-strong branch network.

Solution: Reposition compliance breaches as sales opportunities. Design tactical and topical scripts for common scenarios. Deliver the new ideas through line management at monthly meetings.

Result: Sales targets exceeded. Compliance breaches reduced. In addition, compliant selling has become a regular agenda item for team meetings at all levels.