As a parent, the last place you want be is waiting in line inside a quiet building with your young children. But sometimes you can’t avoid those situations, and they can serve as good teaching moments.
So, as I pulled up to the credit union recently, I instructed my two-year-old and five-year-old that we need to be quiet and respectful in a public place. My kids wiggled quietly next to me as we waited in line, and after what seemed like 35 minutes—it was probably about five—it was our turn.
The member service representative (MSR) smiled and greeted us, commenting on my daughter’s Princess Elsa shirt and my son’s neon green shoes.
She started my transaction but needed assistance from another MSR. I noticed how she politely asked for assistance from her co-worker, who answered the question graciously. She completed my transaction quickly and asked if she could help me with anything else. Transaction complete.
Then, she reached behind the counter and pulled out a sucker for each of my kids and told them they were very well behaved. They beamed. The MSR smiled at me again and wished me a great day. It was a successful transaction for everyone.
As simple as it was, this transaction stuck with me because the MSR’s superior customer service delivered exactly what I needed:
I don’t know if she was a mom herself, but she had a keen sense of what I needed that day. That’s the essence of great customer service. She anticipated my needs and addressed them in a friendly, memorable manner. She was polite to her co-worker during the transaction, which avoided the uneasiness you experience when you sense workplace tension.
My children also considered the experience memorable because the MSR rewarded them for good behavior. The credit union is now known happily as the “sucker place.”
The MSR made a difference with a smile and classic customer service. Remember that when you do the same, you achieve so much more than just completing a transaction:
We sometimes forget the power of a smile or a kind comment. We can get caught up in the logistics, procedures, or the everyday rush of life.
Make your members feel successful in every transaction. That attitude will instill pride in your credit union as a whole, and your member will walk away with a gift even better than a sucker.
This article initially appeared in Credit Union Front Line newsletter, the monthly sales and service newsletter for branch staff and their managers. Subscribe now to the print edition or PDF version.