ARTICLES

Courting Disgruntled Bank Customers

Focus on delivering the CU difference to all members every single day.
John Franklin
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Jilted consumers have many things to consider when severing bank relationships.
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CUs Always Will Be the Smarter Choice

While change is ever-present, some things never change.
John Franklin
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It seems there’s a new regulation, technology, product, or competitor every week.
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Leading From the Front

Communicate your standards and insist that staff live up to them.
John Franklin
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Good leaders like George Washington, Ray Crock, and Henry Ford, were successful because they led by example.
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Try On Your Members’ Shoes

Analyze how difficult it is for members to join and transfer business to your CU.
John Franklin
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To understand another’s feelings, concerns, and needs, you must “walk a mile in their shoes."
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Market Trends

Immerse Staff in CU Philosophy

When there’s no longer a 'CU difference,' there will be no more CUs.
John Franklin
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CUs now have tremendous opportunities to increase membership.
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Is the ‘New Normal’ Really That New?

CUs have a long history of success despite adversity.
John Franklin
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Experts predict a “new normal,” where regulations, compliance costs, and business challenges will continue to increase.
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Trust Is a Lofty, Worthwhile, Strategic Goal

Trust resonates better with members and the public than any other CU characteristic.
John Franklin
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In a time when trusted icons, elected officials, and institutions fall short, people are becoming more cynical and distrusting, in general.
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Beyond Expectations

Give members a reason to beat a path to your door.
John Franklin
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Give members a reason to beat a path to your door.


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Keep Your Eye on the Ball

Don't let distractions cause you to lose focus on member service.
John Franklin
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Don't let distractions cause you to lose focus on member service. I remember when my father started to pursue his dream of having a great baseball player in the family. The first lesson involved pitching and catching. “Keep your eye on the ball,” he stressed.
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Managing Your Crop of Loans

Position your CU to withstand increased dividend costs when rates rise.
John Franklin
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Position your credit union to withstand increased dividend costs when rates rise.


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