It’s been a long day already, and you haven’t even made it to work yet.
Your alarm went off at 5 a.m. You intended to make it to that new boot camp class, but somehow scrambling out of bed and running to the shower at 6:30 a.m. just became your workout. How’d you manage to shut off your alarm, anyway?
You run to the car and realize you forgot your keys. You run back into the house and grab them. On a positive note, you can consider this extra running part of your morning workout.
Despite your tardiness, you stop at your favorite coffee shop. After all, you deserve a good cup of coffee after such a strenuous morning. Walking through the door you hear the most delightful and heartfelt, “Good morning, hun!”
She always has a smile on her face that brightens the room, even while she’s stocking the pastries, wiping down the espresso machine, or refilling the straw dispenser. Jen remembers your order. As she listens to the chaotic events that made up your morning, all’s right in the world for a minute.
Then, Jen hands you your coffee as if she’s handing over a cup of pride. She knows she’s shifting your day back into what you wanted it to be—or at least she’s hoping for that simple moment she can get you to smile.
Do you know a Jen at your favorite store or coffee shop? Someone who takes simple steps that makes us feel so connected to them?
You can be the Jen at your credit union. To form a similar connection with your members, whether interacting with them in person, on the phone, or electronically, follow the five steps that Jen took:
Commit yourself to delivering superior customer service. Not only will you make your credit union branch a more welcoming place, you’ll make a difference in the lives of the people around you.
It’s simple to do. The next time you’re getting ready to start a shift on the teller line, take these simple actions:
In a world of missed alarms, be like Jen and serve your members a cup of positivity with pride.
KRISTIN RYAN is CUNA’s director of learning events and is responsible for product development and partner relationships for CUNA’s Creating Member Loyalty™. Contact her at firstname.lastname@example.org.
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.