Sales and Service Culture Development or Improvement

Developing a sales and service culture is a priority for most credit unions. Whether your credit union is just beginning the process or is well along the way, we have ways to help. We can help you develop a plan to implement a sales and service culture or a plan to improve the results of what you are doing. Specific tools we might use could include:

Individual Meetings and Focus Groups

Using our sales model as a guide for our assessment, we will conduct face to face meetings with managers and employees to get their opinions about how the Credit Union is functioning. The amount of interviewing is determined by the size of the staff. If it is not practical to talk with everyone, we will utilize representative “focus groups” from each relevant area.

Employee Survey

Using an anonymous, on-line survey will allow us to determine how the entire employee population perceives the credit union performance. The survey is very specific toward sales practices, but we’ll also ask some basic questions about attitudes toward key drivers of employee satisfaction. It only takes about 20 minutes to complete the survey.

Review of Sales Practices and Routines

Our goal is to understand the existing processes used by the credit union. We’ll ask that you send us copies of any relevant documentation that outlines key sales processes.

Plan

We’ll go through the information from the survey, supplemented by the focus group findings and the review of documentation to present the current snapshot of the CU’s status. Then we’ll review a high level set of recommendations to improve your results. The goal of this plan is to give the credit union an actionable framework to improve along with a timeline and task prioritization. At the conclusion of the session we will determine the next steps to be taken and assign responsibility to various managers. If so desired, we’ll develop a more detailed action plan.