The core issue was a simple one: Shared frustration over the increasing frequency of people saying they will do something by a certain time, but failing to actually follow through and do it.
Each of the people at the table had at least one recent experience where they had dealt with a business that promised to do something and either never did it, or only did it when the person contacted them to ask why it had not been done.
In a word, this is UNACCEPTABLE.
But there is good news.
The solution is straightforward and easy for your credit union to implement. Simply teach your team to “Do What You Say You Will Do–When You Say You Will Do It (DWYSYWD-WYSYWDI).” Or better yet, before you say you will do it.
That’s all there is to it: DWYSYWD-WYSYWDI, for every member, every time. It’s the secret to successful member service, and it always works.
ACTION ADVICE: Teach your team to use this simple concept, put it to work, and watch your credit union grow.