Squeaky wheels getting the grease

Change is tough. And not just for your own team. Your members get comfortable with a product, process, or service, too. Even if it has some obvious issues. Here’s the wildest thing: When you improve, some will hate it. Because comfort and familiarity is easier than change.

Of course, this doesn’t mean you should never look to change anything. Evolution is a natural part of your operations. There will just be members (and staff/board members) who don’t like it. Solicit their input and apply improvements where necessary. You did ask what everyone thought first, right? If the project threw a lot of people outside their comfort zone, it’s going to be a long haul to get it right for most. But not all. You can’t satisfy everyone. If you are confident the change is a necessary and beneficial step for the institution, then that’s the end of the story.

You will receive complaints. And that stinks. Address those you can. The rest? They might be different members for a different credit union. We’ve worked with credit unions where they feared potential member complaints (by their admission, less than 1/100th of a percent) enough to abandon great improvements. Improvements which would have brought them in significant revenue, but, more importantly, helped their members in numerous ways. In their case, it wasn’t even squeaky wheels getting the grease. It was the thought of a squeaky wheel convincing them to avoid driving.

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