First Citrus Bank uses Crystal for pre-meeting strategy sessions
By Carly Gail
First Citrus Bank, a $600MM commercial bank ranked as a Top 100 Community Banks, has been a Crystal customer since 2020. As a commercial bank offering a variety of financial services, First Citrus uses Crystal to help increase conversion rates and develop long-term relationships with business owners.
Quick Facts about First Citrus Bank
$600MM commercial bank
Headquartered in Tampa, FL
Ranked in Top 100 Community
Crystal customer since 2020
The bank invests heavily in sales training and encourages “meeting people where their clients are, not where you are”. Crystal’s personality insights allow reps to put this philosophy into practice and reinforce their skills with every customer conversation. Before meeting with prospects, sales reps typically create “pre-call packages” to prepare for their client meetings. Personality predictions from the Chrome Extension give practical insights and tips for communicating with prospects who may have different behavioral styles, motivations, and preferences.
Let’s take a closer look…
Using Crystal for Pre-Call Strategy Sessions
When planning a call or meeting, it’s important to consider the following three questions:
What do they want?
Why do they want it?
How do they want to interact?
By thinking in this way, you’re setting yourself up for effective, empathetic communication. By using DISC to understand a person’s personality and communication style, you can personalize your approach to easily navigate through calls and meetings with any personality type.
Here’s a breakdown of the different DISC types, and an overview of best practices to consider when developing your meeting strategy:
D Personality Types
Get to the point of the conversation
Ask direct questions
Address certain competitive advantages
Engage in small-talk
Be passive or reserved
Let the call or meeting run past its scheduled time
I Personality Types
Utilize visual aids when possible
Engage in small-talk and build rapport
Remain enthusiastic and empathetic
Speak in a serious tone
Involve too many details
Schedule far in advance
S Personality Types
Ask questions about how they’re feeling
Thank them for their time
Maintain a warm tone
Be blunt or forceful
Require an immediate decision
Forget to engage in friendly, casual conversation first
C Personality Types
Provide evidence and data to support claims
Use business-like language and tone
Communicate the most important details beforehand in writing
Interrupt or change the subject
Make claims that you can’t support
Involve unnecessary small-talk
By being aware of these differences and how they affect an individual’s ability to receive and respond to information and adapting your approach accordingly, you can facilitate a more productive meeting, build stronger connections, and avoid misunderstandings.
Utilizing the insights from Crystal in pre-meeting strategy sessions, as First Citrus Bank does, helps the entire team align before speaking with clients to ensure seamless and effective communication.
Results with Crystal
Since implementing Crystal, “the calls are much better and engaging, and there is a much higher level of connection and rapport-building than we used to have,” according to EVP, David Mastrorio.
Overall Impact from Crystal
Increased conversion rates
Less wasted time in calls and meetings
Higher levels of client engagement and rapport
Because of their success with the product, Crystal has become deeply integrated into the sales process at First Citrus and is now a required part of any important client meeting. Outside of pre-meeting strategy sessions, their team uses Crystal to reinforce internal sales training and methodology and to aid in developing relationships to the point of becoming “trusted advisors” for their clients.
In the future, David plans to align Crystal more closely with the Challenger SaleTM methodology to give reps even more structure for their conversations.
Learn more about you can use Crystal for Pre-Meeting Strategy Sessions: