For the past 15 years, the Performance Curve International has helped companies achieve outstanding service, sales and leadership excellence laced with a unique approach to creating a spirited morale, crucial accountabilities and sustainability.
The Vision of Creating Your World Class Credit Union
Without members or staff, there is nothing else. Creating a culture of World Class Breakthrough Business Development and “WOW” Member Service will foster increased productivity, greater loyalty and increased member satisfaction. World Class means ‘best in class’ every time. Yet, there may be possible intangible challenges of motivation, accountability, attitude and teamwork that hold you back. Consistency with members is up and down, leaving you with a poor loyalty base for referrals and increased business. Someone has to be ‘best in class’ – why not you?
The First Questions
Many companies and Credit Unions want to be seen as being World Class. We have found it is the companies who can answer these two questions positively, that actually get there.
We ask: On a scale of 1-5, with 5 being the highest:
- What is your level of desire in to be a World Class Credit Union?
- What is your commitment level?
If you can answer these questions positively, we will ‘meet you where you are at’ and take you from wherever you are in order to achieve the World Class culture you deserve.
Do You Want a Simple Approach?
Most credit unions, if they have training at all, train on technical aspects; then perhaps they will seek “sales training”. This is a good start, but what are you really wanting to achieve? Increased profitability and breakthrough business development excel when you tie this training into spirited and empowered service leadership where your members and staff declare you are World Class. Why not secure your investment in a sustainable training model?
Result Scenario of Community Savings Credit Union’s “Member 1st” Process from 2005 to Present:
- They had a desire and commitment to reach World Class Sales and Service Excellence. In addition, we added Empowered Leadership in order to create a sustainable culture of World Class.
- At the start: They did not have a formal HR Training Director, a formal process for service recovery or a budget for achieving World Class.
- During a very difficult computer conversion, member satisfaction did not decrease. Instead, member recovery skills increased in order to keep members, and even grow wallet share!
- Normally during an internal challenge such as a computer conversion, staff morale and retention goes down. Staff morale was sustained and in fact energized.
- Community Savings was noted as the most profitable credit union in Canada, crediting their Member 1st process as a significant factor in achieving this.
- Now they have completed a significant merger, which deems them as the third largest credit union in Canada. They are prepared to enter in with empowered staff, service recovery, and sales and leadership excellence to ensure a smooth transition.
What Are the Opportunities?
With a secure system of service delivery and service recovery, members trust to take advantage of more opportunities your credit union can offer. The opportunities for increasing a member’s wallet share, as well as increasing the potential for increased business development, such as more deposits at the teller level, are easier to achieve. Lastly, when members are satisfied to the point of being loyal, they will refer others. Creating this spirited, sustained credit union service excellence process is what we do best.
