Congratulations, it's a blog!
We are pleased to introduce Verity's new blog. Check it out!
http://blog.veritycu.com
We hope you like it!
We are pleased to introduce Verity's new blog. Check it out!
Soon, right above this post, will be a link to a new blog.
Toastmasters. Many times that word alone strikes fear into the hearts of men and women alike.
A friend Verity’s, a photographer by the name of Bev Sparks, was on Oprah this week.
Recently, Ron Shevlin cited Joe’s post, The Dilemma of the Service Call. In his post, Mr. Shevlin commented that Verity’s approach (as described in Joe’s post) is wrong and “representative of what goes on in many banks and credit unions.” You can read the entire post here; the following is an excerpt of his commentary that supports his argument:
So what’s wrong with Verity’s approach?
1) It doesn’t know “the products advantageous for them.” Few consumers have all, let alone a majority of their financial products with one provider. So, in trying to determine what products to offer, a financial provider is at a serious disadvantage — it doesn’t have a complete picture of what any one customer owns and doesn’t own. YOU might think a credit card is “advantageous” for someone, but what you don’t know is that she already has five cards — and resents you calling to sell her something she doesn’t “need.”
2) The timing is all wrong. Yes, I’ve seen the BAI study that says 95% (or whatever) of all additional products are cross-sold in the first six months after a new account is opened. But nobody ever asks why that’s the case. I’ll tell you — because that’s the window in which the customer is still in the honeymoon period, and their bank (or credit union) hasn’t done enough to piss them off yet. But the reality of the matter is that it’s incredibly unlikely that someone’s financial situation has changed that much one month after opening a particular account (which is when Verity is making its second call). If you were to call me a month after I opened an account and tried to pitch another, I’d ask you why your firm was so incompetent as to NOT tell me about this a month ago.
Labels: communication, credit union, marketing, members, relationship
It's been brought to my attention that there is an email going around that looks like this:
One of my job responsibilities as a ‘Relationship Associate’ at Verity is to make service calls to members who have recently opened an account at our Alderwood branch. The first call usually happens about 2 weeks after the account is opened. I ask the member if they have received their checks or debit card and answer any questions they may have about their new accounts. At this time I also take the opportunity, after having reviewed their accounts, to offer the member other products or services that may fit their needs. This call is always well received. The member realizes that we are following up on the new account and they’re appreciative that we want to make sure they’ve received their checks or debit card.