The ROI of taking the time

I remember when I first started as a teller and my new face automatically translated to;


I was pretty sure after my first few weeks that I was wearing some sort of neon sign on top of my head that said;

I can TRY to help you…but you’d be better off walking to the other station.

For some, this feeling of inadequacy can be defeating.

For others like myself, it became a challenge!

Every single time someone avoided my station, I made it a point to hear their name and listen to what they had to stay.

In most situations this may qualify as stalking, but in this one it was necessary for me to begin to gain trust.

The next time one of those members would walk in, I would make a point to say hello followed by their name.

As they walked closer, I would ask them about something they spoke about last time they were in.

“How is your daughter doing after that sprained ankle?”

That move became a magical connection between a newbie and the members.

Isn’t this true in daily situations?

I know that I feel important when I walk into a store and someone remembers my name.

It’s the same feeling you get when a random person gives you a compliment.

It just feels good.

Those baby steps in relationship connections are the very grass roots to customer service.

People gravitate towards people that actually invest and listen.

I encourage you to try this not only with your members, but also your coworkers.



Ask questions.

When people feel comfortable, there becomes an undeniable connection that allows you to not only speak with those people with comfort but also feel good.

Just as people invest their money, we need to invest in people.

I guarantee that ROI is worth taking a risk on.

Nanci Wilson

Nanci Wilson

Nanci started her credit union journey due to lack of kindness. That fact is what led her to close her bank account and open up at a credit union. Ultimately ... Web: Details