The How-To Guide to Keep Your Members Happy
There are ways to keep your members happy, smiling, and loyal. Most often, it has to do with simple disclosures more than anything. People like to feel valued and be treated pleasantly. To that end, look at the following tips to keep your members happy. Using these will ensure you have a loyal member base for years to come.
Customer Service. A good credit union is very attentive to its customers. Make sure your tellers are always smiling, even when they answer the phone. Yes, you can tell when people are smiling on the phone. It makes a difference!
Loyalty Promo Rates. From time to time, credit unions roll out promo rates to attract new members. Consider offering the same rate to existing members as well. You don’t have to do it every time, but it is a nice gesture, and will make them feel appreciative.
Great Underwriting. Make sure your members know that you look at more than just their credit score when underwriting a loan. If you have a good underwriter, are familiar with their personal financial situation, and have a good understanding of their business practices, securing good rates and reasonable terms for your members should not be hard. Doing this will almost guarantee a happy member!
Smooth Transitions. Switching from one financial institution to another can be a bit daunting. Therefore, make sure the transition is as smooth as possible. Give new members adequate one-on-one time, and also handle as much paperwork as you can on the spot to keep return trips minimal. Also, be sure to highlight features you have, like online access. Make sure members know how to use them, and that your staff is available to answer questions, should they have difficulty.
Easy Transactions. Remember, customers like to get in and out. Sure, there are a few members who like to stop and chat, but most people are busy. Make sure they see the credit union as a valuable resource by making transactions easy. The more efficient and fast a transaction can become, the happier your members will be.
To read similar articles please visit Oak Tree Business Systems, Inc. May 2016 Advantage – Credit Union Trends.
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