The smallest act can have a big impact on a member’s life.
That’s the belief employees at $202 million asset San Antonio (Fla.) Citizens Federal Credit Union hold, influencing their daily actions.
Consider the week of Thanksgiving. Employees hand out $25 gift cards to members who visit their branches on Black Friday, but the credit union also has door mats urging members to “shop small” on Small Business Saturday.
A local businessman who stopped in the branch last year mentioned to an employee that he loved the door mats. Melissa Cummings, an assistant branch manager, overheard his comments.
When she finished work, Cummings grabbed a mat and drove to the man’s store—a 20-mile round trip.
The man, who was thankful and surprised at Cummings’ small act, came into the credit union to thank her the next morning.
“I knew the mat made a big impression on the member, so why not?” Cummings says. “It was just a mat to us, but to him it meant more.”
That spirit of giving continues through other employees’ actions:
• Jennifer Dombrowski, assistant manager, helped an elderly member who was looking to get a loan. The man, who didn’t qualify due to his credit history, told Dombrowski that he didn’t have food.
Knowing he had limited resources, she made some phone calls to local food banks and charities to find assistance for the man.
• Carolina Rodriguez, a teller, set aside a credit union coffee mug for a member after she heard him comment on it.
“It’s about helping our members with their quality of life,” says Patty Sarne, executive vice president. “We have found that even the simplest of acts can make a difference. That’s what we do.”
This article initially appeared in Credit Union Front Line newsletter, the monthly sales and service newsletter for branch staff and their managers. Subscribe to the print edition or PDF version.