At Hawaii State Federal Credit Union in Honolulu, three letters represent staff’s commitment to fostering service excellence: RBY.
That acronym reflects the key words in a motto introduced recently by credit union president Andrew Rosen, “Always right by you.”
“He has made everybody in the organization believe that everything we do always has to be ‘right by you,’” says James Haid, Hawaii State Federal’s director of corporate development (shown above). “We go through the workday keeping that in mind with every situation that comes up.”
Every board meeting for Icon Credit Union in Boise, Idaho, centers around the concept of providing members superior service, says Board Chair Pat Marler.
“All of our emphasis is on the member—what the member needs, what the member wants,” Marler says. “Personally, when I go into one of the branches the staff may not know my name right away but they say ‘hi’ and it’s genuine. They answer my question; they know what I need them to do.”
Chicago Post Office Employees Credit Union showcases its commitment to service excellence through initiatives such as its vehicle loan refinancing awareness program.
“If you purchased a car and someone else financed it, you can bring it to our credit union and we’ll show you where the interest rate is lower and refinance it,” says Barbara Singleton, board co-chair.
Board chair Samuel Anderson can personally vouch for Chicago Post Office Employees’ commitment to members; the credit union has served his family for more than 40 years.
“People are better off with credit unions than they are with banks,” Anderson says. “I’ve never opened a bank account; didn’t have to. I was so proud of my credit union that I just stayed. It’s given me all that I want.”