Over the past few months, a new three‑story hotel has been going up across the street from United Solutions Company here in Tallahassee. As I walked out of our building one afternoon, I remarked to a colleague that I didn’t love seeing such a large structure framed almost entirely in wood; personally, a concrete building feels like it will better stand the test of time. My colleague simply replied, “No one cares about quality anymore, Jim.” and that comment stuck with me.
Since then, it feels like lapses in quality have been jumping out everywhere. That same week, I took a new suit to a tailor who I’ve trusted for years to have the sleeves shortened. When I picked it up, the buttons no longer aligned with the faux buttonholes on the sleeves, and when I pointed it out, the explanation was, “The last button was in the way—this is the best I can do.” The suit is essentially unwearable in that condition, and it was surprising to see a professional try to pass that off as acceptable workmanship.
At United Solutions, quality is a non‑negotiable value. The message to our team is simple: do not do anything halfway. If you know it isn’t your best work, fix it before it reaches the client. Quality service is not about getting it right “most of the time” ; it is about taking pride in consistently delivering work that you are truly confident putting your name on and sharing with the world.
Over the holidays, I flew from Tallahassee to Charlotte and experienced two very different versions of customer service on the same route. On the outbound flight, the flight attendants were cordial, attentive, and proactive. They offered us snacks, drinks, and even asked if I wanted the full can of ginger ale. On the return flight, the ride was smooth and on time but there was no snack or beverage service at all, and when I asked about it shortly before we deplaned, the response I received was simply “Because you didn’t ask.” To make matters worse, my wife overheard the same attendant that replied to me mocking our interaction with one of the pilots as we exited.
With today’s airfare prices, basic courtesy and standard snack and beverage service should not be treated as optional when conditions are normal. Some may see this as a small thing, but details like tone, empathy, and follow-through are exactly what shape customer trust and loyalty, whether in airlines, financial services, or any other industry.
If there were no obstacles in your way, what would true service excellence look like at your institution? Service excellence usually does not require a bigger budget or the latest technology; it starts with your employees and how they treat and interact with your members or clients. It is reinforced by the processes your team follows to make your credit union consistently easy to do business with. As we move into 2026, take a moment to honestly assess the quality of service you deliver every day and whether it reflects the standard you want your customers to remember.
