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A Culture of Service Excellence in 10 Minutes a Day
Friday, January 20, 2017 6:35 AM

Jeff Rendel, Certified Speaking Professional

Jeff RendelRemarkable results in just 10 minutes a day? That’s what the infomercial gurus tell us as they sell their wares for amazing abs, real estate investing, and dogs that won’t bark. In spite of their claims, there's plenty of power in short, focused efforts performed consistently. Your credit union can build its commitment to service excellence in just ten minutes a day.

See Jeff Rendel live on stage at the 2017 Annual Meeting

For three decades, Ritz-Carlton Hotels have held the “Daily Line-Up,” a 10-minute department huddle to prepare for the day ahead. It’s a chance for every department around the world to discuss and focus on one of its dozen-plus service principles and standards of service. Team members share “wow” stories of how they provided a great experience to a guest or colleague, and they focus on a standard to execute through the day (like “a warm greeting,” “a fond farewell,” or creating a “guest for life”).

See the Ritz Carlton’s full list of Gold Standards.

The Daily Line-Up is simple to execute at your credit union. Before opening (or before every shift), huddle up in a small group to discuss a single aspect of service. Ideally, the feature to discuss comes from an established list of service standards unique to your credit union with the discussion tailored to practical methods and examples of excellent service. If your credit union’s service standards are still in the works, incorporate some service principles discovered in articles on CUNA’s website.

To increase participation in the Daily Line-Up, see that leading the discussion doesn’t fall on the manager or trainer. Mix it up and choose a different leader every day. Tellers, loan officers, branch managers, call center agents, the CEO, IT professionals, and many more can contribute to learning and teaching what’s most important for service. In distinct ways, every professional at your credit union is a leader for all members. Each can provide valuable insights to enrich member service.

Keep the Daily Line-Up short—10 minutes is best, long enough to elaborate on content and short enough that it doesn’t feel like a meeting. What’s most important is that everyone is hearing the same message and taking the day’s element into their duties to keep your member service culture alive. When it comes to member service, the greatest challenge isn’t skills, details, and the nuts and bolts of working with members; the challenge is focus and performance during the day-to-day schedule. The Daily Line-Up provides an opportunity to align varieties of activities with a specific value at your credit union.

Try the Daily Line-Up model at your credit union every day for just 10 minutes. You’ll discover that short sessions create dramatic and sustainable enhancements that are easy to execute and add alignment and power to your credit union’s culture of service excellence.

Jeff Rendel, Certified Speaking Professional and President of Rising Above Enterprises, works with credit unions that want entrepreneurial results in leadership, sales, and strategy.  Each year, he addresses and facilitates for more than 100 credit unions and their business partners. Contact: jeff@jeffrendel.com; www.jeffrendel.com; 951-340-3770

To learn about a culture of service excellence or to see Jeff Rendel live on stage, be sure you join us at the Cornerstone Credit Union League Annual Meeting in Fort Worth, April 11-13. To register for the conference, please visit events.cornerstoneleague.coop/am.