The importance of member service is at an all-time high

Right now, if you’re a toilet paper salesman, life might be a breeze. Selling a product that everyone needs is usually pretty easy. Selling a product that everyone needs AND is hoarding for some reason, well that’s like a hot knife through butter. Unfortunately, you’re selling financial products and services and those aren’t quite as easy to sell, especially when there are tens of millions of people out of work. Life is an adjustment for everyone right now, and it’s your job to do what you can to be there for your members when they need you most. When a member knows you care, that’s how you create loyalty. Here are three memorable quotes about the importance of customer/member service…

“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.”– Ross Perot

While you can’t exactly meet face to face with your members right now, you can stay in touch. Whether that’s email, a phone call, or a video chat, you can give your members your full attention and ask them for ways you can be of service. Emailing your member base and letting them know that you’re thinking about them is a great way to start the communication. Tell them that you’re still here even though things are tough right now.

“There are no traffic jams along the extra mile.”– Roger Staubach

Most companies don’t go above and beyond for their customers. Hopefully your credit union is one that does. If you go the extra mile right now, at a time when your members may be hurting in different ways, they will definitely remember the support that you provided during these hard times. Some institutions may be remembered for disappearing during their customers’ time of need. Don’t be remembered like that.

“The goal as a company is to have customer service that is not just the best but legendary.”– Sam Walton

Consumers are far more likely to talk about bad service than good service. If your members are talking about you, make it be because they’re bragging about the ways you’ve been there when they needed you.