“At most companies, average performers get an average raise. At Netflix, they get a generous severance package.”
—Reed Hastings, CEO, Netflix
Let’s be honest. Many credit unions provide just average service. We say we compete and differentiate on service but the truth is most financial institutions are average at best when it comes to giving knock your socks off, jaw dropping moments.
In a recent post (Marketing Audit Insights Reveal Common Areas of Concern), we noted that one insight from several recent marketing audits revealed the level of consumer service wasn’t as good as what management assumed it was.
Why the average service?
Probably because of the average employees. That may sound harsh but it also may ring true.
Financial institution employees rarely give BAD service. They are not going to cuss out a consumer, make faces at them or roll their eyes during a transaction. It’s rare when someone answers the phone at a credit union with a mean tone.continue reading »