Since 2018, banks have consistently outperformed credit unions in overall consumer satisfaction. This is surprising because credit unions pride themselves on superior service. However, service must go beyond just being fast and friendly – it needs to include providing tailored solutions to solve members’ problems. That’s where sales come in. As leaders, we often wonder why our employees don’t sell more; however, we shy away from using the word “sales” and fail to set clear expectations. A credit union’s mission should define the behaviors necessary for success, but we often focus on outcomes instead of the behaviors that drive them. In this 90-minute workshop, you’ll learn numerous ways to increase sales without making your employees feel like they are selling, and you will walk away with at least four tangible insights you can implement on your first day back in the office.

Key Takeaways

• Understand that exceptional service involves creating meaningful connections with members and addressing their needs comprehensively to enhance overall satisfaction
• Learn practical strategies for seamlessly integrating sales into everyday member interactions by focusing on solving members’ problems and providing tailored solutions
• Recognize that leadership and accountability include setting expectations and creating a culture where employees understand the importance of both service and sales in achieving the credit union’s mission
• Shift the focus from purely outcome-based metrics to behavior-based metrics

Event Date / Time

October 15^th from 1:30 pm — 3 pm

Location

Speakers

Taylor Murray
Chief Executive Officer | ServiStar Consulting