One of the more frequent comments we hear from people who come to Mt. Lehman Credit Union is that “it really feels different here”. So you ask them how they came to that conclusion. They mention that while they were waiting they took a seat and noticed what was happening in the branch as the staff were working and the members were conducting business. They noticed how people were being served, how the conversations at the counter were taking place, how there was so much natural sunlight, and how it just felt good and friendly. This is the stuff credit unions are made of. Now how would you measure this? Again the question of how do you measure the quality of a business.
It got me thinking. How many businesses have chairs that you can park your butt down and just notice what is happening? Sure FI’s have seatting because there are always appointments. Our seats are also used if people want to sit while waiting for a teller. There is a device that alerts staff after anyone sits in the chair for longer than 47 seconds (just kidding). For some businesses it would be difficult to do this. There should be a law that any women’s shop have seatting available for husbands who will be there for awhile. But really if you as an individual were to measure if you wanted to do business with anyone, why not just be a silent sitter for 10 minutes and see what is going on. See if there truly is a unique experience there. How you view the experience is the active survey.