The core of good service – teamwork
One of the most important aspects of the credit union is the environment in which we work. There is no sense in fooling ourselves, without the best people we don’t have much of a hope of being a healthy credit union. All of our own work histories can easily point to jobs where it wasn’t much fun coming to work because the place was full of jerks and jerkesses. A key element in any workplace is teamwork. This is what makes the organization great instead of just good.
We speak of product, price and service with a sense that all three are commodities. Price certainly is the attribute of a commodity, product I will leave for another blog entry and service is what can really set the credit union apart from anyone else.
What makes an organization? The people. And service is the people who put that human envelope and character on your product. They deliver the product in the most vital of fashions, with the human aspect. The delivery of the product, the timing of the delivery of the product, the atmosphere in presentation of the product, the setting and the venue all point to peripherals of service. And teamwork is at its core.
With all great ideas come great execution. The ability to get things done for people in this business is very important. The execution comes when people work together for that common goal, to deliver great service. The ability to work towards that collective goal out of a sake of service and caring is a challenge to the “sales culture” which in fact by it’s nature of competitiveness can erode the “service culture”.
Our motto at work is “Where neighbours bank”. We work hard at making a difference. For example, and forgive me as this is a pet peeve of mine. line-ups. Ask anyone what they hate and it is a line-up. So why do we credit unions who pride ourselves as being member focused and service orientated allow habitual line-ups? I think it because we don’t have the teamwork in place to get rid of the line-up. We need to focus on the member and by making sure the line-ups are minimal or non-existent this gives adequate proof that we are. That is the ingredient that seems to be missing. People working together can accomplish much and there is a beauty in not being afraid to try something different. That difference in what you do will define who you are. That difference is teamwork and the delivery of great service. No job is too small or too unimportant for anyone in any organization to do. People notice that and isn’t that what the delivery of service is all about?
I love this picture of a group of employees at a high tech company. They look like a team. Maybe our next staff picture should be taken like this one.