Lessons from Sandro’s shop in Italy

As I reflect on my four years living part-time in Italy, there’s an experience that I continue to recall as I work with credit union teams; my interactions with Sandro, the owner of a small foodie specialty shop where I lived in Cisternino, in the heel of Italy’s boot.

Sandro’s entrepreneurial spirit looms large, as is often the case in small shops across Europe. I would often find myself watching him while also thinking about my credit union world and how people choose to interact with members. Many of you, like me, probably also seek out understanding from outside the credit union landscape.

I wish I could take you all to Sandro’s for a masterclass on the power of ownership. Every time I walked into his shop, I was greeted with a warm smile that reached his eyes, making me feel seen and welcomed. His genuine interest in my needs went beyond mere transactions; he took the time to ask smart questions, engaging in conversation (sometimes more charades due to my slowing evolving Italian language skills), to understand exactly what I was looking for.

But what truly set Sandro apart was his authenticity. He wasn’t just going through the motions of customer service, he genuinely cared about the experience he provided. I really saw his authenticity shine as he suggested the perfect types of pasta for my recipes—you really don’t want to see Sandro’s shock if you try to buy spaghetti noodles for a heavy meat sauce! I always knew he cared deeply about the outcome and my enjoyment of the food in his beloved Puglia region.

So, what can credit union employees learn from Sandro? It’s about embracing the mindset of ownership in everything we do. Whether we “own” the place we work or not, we can certainly be owners of our roles within the credit union.

Does our smile reach our eyes? Do we ask smart questions? Do we engage with members at a deeper level to truly understand their needs? Are we creating loyalty? Are we suggesting the best products and services to help members achieve financial well-being? And, most importantly, are we authentic?

By embracing the entrepreneurial spirit, we will not only build our brand and better serve our members, but also uphold the people helping people philosophy that is at the heart of credit unions. Just like Sandro, let’s strive to care deeply and act as if we own not only the place but the entire experience.

And, if you find yourself in Cisternino, visit Sandro at Salumeria Itria di Bufano Sante, and share with him how you are also embracing the entrepreneurial spirit and making a positive impact on those you serve.