I recently spent time training lending sales employees at a credit union, and an interesting conversation emerged—one that reflects a broader shift in the workforce since the pandemic. We were discussing what it takes to succeed in sales, and someone pointed out how the bar for competence in retail positions has dropped dramatically in recent years.
Think about it: what used to be fundamental skills—clear verbal communication, talking on the phone, and basic follow-up—are now differentiators. Before the pandemic, these were the bare minimum expectations in any sales or service role. Now? They give you a competitive edge.
The Post-Pandemic Decline in Basic Skills
Over the past few years, we’ve all experienced it. Poor communication, lack of responsiveness, and an overall decline in professional etiquette have become the norm in many industries. It’s not just a lending problem; it’s everywhere.
Some of this is due to a shift toward remote work and digital interactions, where people rely more on email, chat, and automation instead of human conversations. Some of it is generational—new employees entering the workforce with less direct experience in customer-facing roles. But a lot of it boils down to simple training and accountability.
The New Reality: The Basics Are a Competitive Advantage
For lending sales teams, this means something interesting: mastering the basics now makes you stand out. A salesperson who can confidently pick up the phone, have a real conversation, and follow up in a timely manner is no longer just doing their job—they’re outperforming the competition.
Think about it from a consumer’s perspective. If they’re shopping for a loan and one lender sends them an automated email while another takes the time to call, ask questions, and provide guidance, which lender do you think wins the business? It’s not rocket science, but in a world where effort and engagement are increasingly rare, these small actions make all the difference.
Getting Back to Basics in Lending Sales
If you want your team to be successful in today’s environment, the focus shouldn’t be on reinventing sales—it should be on reinforcing what used to be standard practice. Here are three key areas where basic skills make an immediate impact:
- Verbal Communication – Train employees to have confident, clear conversations. Encourage fewer emails and more direct calls.
- Phone Engagement – Sales happens in real-time, not just through digital channels. Pick up the phone. Call back promptly. Be proactive.
- Follow-Up Discipline – The biggest lost opportunities happen in the gaps between initial contact and closing the deal. Following up consistently (and personally) sets great salespeople apart.
The Bottom Line
The fundamentals never stopped being important—people just stopped doing them. And in today’s lending environment, that presents a huge opportunity. If your team can master what was once expected—strong communication, phone engagement, and follow-up—they’ll outperform competitors who have let those skills slip.
In a world where the bar has been lowered, raising your own standards is the best way to win. Give us a call to help you find where you can win in this area.
Don Arkell
Owner
CU Lending Advice
don@culendingadvice.com