Remarkable results in just 10 minutes a day? That’s what the infomercial gurus tell us as they sell their wares.
Setting aside those dubious claims, it’s true that executing short, focused efforts consistently is a powerful strategy.
For instance, your credit union can build its commitment to service excellence in just 10 minutes a day.
One blueprint for this approach stands out from the rest. For three decades, The Ritz-Carlton Hotels have held the “Daily Line-Up,” a 10-minute department huddle to prepare for the day ahead.
It’s a chance for every department to focus on and discuss one of Ritz-Carlton’s dozen-plus service principles and “Gold Standards” of service.
Team members share “wow” stories of how they provided a great experience to a guest or colleague, and they focus on a standard to embody and fulfill through the day—such as delivering a warm greeting, wishing a fond farewell, or creating a guest for life.
The Daily Line-Up is simple to execute at your credit union. Before opening (or before every shift), huddle up in a small group to discuss a single aspect of service.
Ideally, the chosen topic comes from an established list of service standards unique to your credit union, and you tailor the discussion to practical methods and examples of excellent service.
If your credit union has yet to develop its own service standards, review examples from leading organizations in the movement and the business world, and adapt the standards that best align with your mission statement.
To increase participation in the Daily Line-Up, pick someone who isn’t a manager or trainer to moderate the conversation. Mix it up and choose a different leader every day.
People from all facets of your operation—tellers, loan officers, call center agents, information technology professionals—can take ownership of teaching what’s most important for service. In distinct ways, every professional at your credit union is a leader for all members. Each can provide valuable insight to enrich member service.
Keep the Daily Line-Up short. Ten minutes is best—long enough to elaborate on content and short enough that it doesn’t feel like a meeting.
What’s most important is that everyone hears the same message and breathes new life into your member service culture by incorporating the day’s element into their duties.
When it comes to member service, the greatest challenge isn’t instilling skills, details, and the nuts and bolts of working with members. The challenge is commanding employees’ focus and inspiring their performance during the day-to-day grind.
The Daily Line-Up provides an opportunity to align varieties of activities with a specific value at your credit union.
Try using this exercise every day for just 10 minutes. You’ll discover that short sessions create dramatic and sustainable enhancements that are easy to execute and add alignment and power to your credit union’s culture of service excellence.