An “old-school service”-a “new product” to outpace the competition

Technology–it has really changed the pace of as well as how we do things whether it is business or our personal lives.  In most cases, it has made life much easier whether it is keeping track of our children or being able to do all of our banking or Christmas Shopping at home literally as we sit in our lounger-Iphone in one hand, remote in the other.  However, if you are one of those who like me enjoys people and wants to “touch” and “see” what you buy, and talk to an actual person, you might agree that technology has also changed many other things- mainly how we communicate when we actually “have to” see each other.  Texting, Tweeting, Face booking-(you name it) has seemed to effect the way some communicate whether face to face or on the phone- (the way Bell invented it for).

What happened to the smiles and simple hellos when you enter a store or for that matter pass a stranger walking in the opposite direction?  Where is the happy person who eagerly approaches as you enter that wants to have a “sale” for their company whether they are “on commission” or not?  Why am I waiting so long and aren’t they looking or listening to me? When I walk into a business, I want a nice, knowledgeable person to help me. I want someone who seems to care and understand what my needs are and where I am coming from or actually believes what I am telling them.  I want to feel like I am being adopted into “their business home” with open arms.  Is this how the world is now?  Am I asking too much?

As credit unions we are continually competing with other financial institutions offering the best rates, the better product, as well as meeting all their ever-changing technological needs. One product that will always set most credit unions apart from competition is a product that has been around even before we were counting eggs or beans.  It is called the “We treat our Members like Family” Product and the good news is it’s free and really easy to sell. Whether it is mobile or face to face -credit unions know they exist for the sole purpose of our “people helping people” philosophy.  We know we are not only here for our members; we are here because of them.  We treat them like family because they are the credit union family.  It seems people really like this “old-school” product:

  • According to a recent study done by Credit Donkey-people still want companies to respond to their concerns and questions with personalized service. Over 80% of respondents indicated they had not purchased something because they weren’t happy with the customer service they were getting.
  • The Credit Donkey survey also found that Consumers think small businesses do a better job than big businesses of: Anticipating their needs and problems, Consistently saying “thank you” and Following up
  • According to the Garner Group 80% of a company’s revenue will come from 20% of their existing customers.
    • 81% will tell friends and family
    • 45% broadcast their experiences on social media
    • 35% will write about it on review sites
    • 52% will continue to do business with you
    • 24% will choose you over your competitors for up to two years

Obtaining the “We treat our Members like Family” product starts with your employees:

  • Whether in person, on the phone, or texting, tweeting, or email, your members need to feel top confidence in your service.
  • The best way to give number one service is to train employees well and provide them with experiences and encouragement. Let them feel empowered to lead your members. Make sure to hire top talent in the beginning. This way you know their education and training right out of the gate.
  • Provide employees access to your most current information and instant communication with an experienced management team. This will keep member service representatives confident and calm, knowing they have a support system in place that never leaves them second guessing.
  • Provide your member service department with the proper tools to do their job; such things as clean, safe, up-to date equipment and, guidelines that are clear and a an efficient working space.
  • Finally, maintain positive morale with your employees by providing incentives for outstanding service – and then make that the bar for all future job reviews and advances.

Treating Members as Family is a product easily afforded by any company.  Unfortunately many businesses have stopped stocking their shelves with this very important product and with that comes coal in their stockings. There will always be lots of gifts under the credit union family tree giving us the opportunity to do well against competition, to stay around for a long time, and live happily ever after.

Amy Jo Johnson

Amy Jo Johnson

I was recently hired by God in August as Carly's mom and love it so much, with Brent's help and blessings,was able to make it my full-time profession. Prior ... Web: mommyamyjo.blogspot.com/2013/04/our-little-sis.html Details