Thursday, March 15, 2007

Individualize Service

I was reading a book in my leadership course at Verity University. The first thing I thought was, I better start marking this book with the little color sticky tabs to keep notes on questions I may have. By the time I finished the book, I ran out of sticky tabs. Yes, it was that good. Let me tell you why. I have been in the financial industry for nearly 8 years. Half of it was at one of the top three largest bank in the west coast and half with Verity Credit Union. I have been a teller, personal banker, business specialist, assistant manager, and information technology. There is a whole run through of positions that I have been in but the goal is still the same. I spent 8 years striving to give individualize service to everyone who approaches me with a service request or even a simple question. At the same time, I do my best to take their worries away while working on their issues. After reading this book about leadership and listening, I wanted to give the members or even others that are not part of the credit union an insight of the individualize services that Verity Credit Union have.

This book has illustrated a good point that Verity Credit Union strives to achieve for our members.

Southwest Airlines again stands out as the exception. Their flight attendants are experts in all the required safety procedures, but safety is not the point of their work. Fun is the point. Their passionate CEO, Herb Kelleher, instinctively empathized with air travelers. He realized that air travel is inevitably stressful. He knew that he would never be able to remove everyone’s fear and frustration. All he could do was encourage every one of his employees to make the flying experience as much fun as possible. Hence the songs, the jokes, the games, the coloring outside of the lines.” Kelleher’s intuition means that every Southwest employee is focused on the right outcome. (Buckingham and Coffman, 1999)

There are many employees at Verity Credit Union that I spend most of my day talking and helping them with issues or work enhancements. I feel like I know everyone here but not just myself. Everyone in the credit union is striving become part of this “right outcome”. Just like the example of book, Verity focus on creating individualized service with each member and give them the peace of mind that we will take care of their worries through great talent and listening.

-Flying Monkey


Anonymous Elaine Nelson said...

What's the name of the book?!

Thu Mar 15, 02:13:00 PM PDT  
Blogger TheFlyingMonkey said...

Hi Elaine,
The book is called, "First, Break All The Rules." Written by Marcus Buckingham and Curt Coffman. Below is the link to amazon, where you can find it. I hope you enjoy the book. :)

First Break All The Rules

Mon Mar 19, 11:49:00 AM PDT  

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