Articles by John Franklin

Courting Disgruntled Bank Customers

Focus on delivering the CU difference to all members every single day.
February 10, 2013
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.
September 1, 2012
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.
May 14, 2012
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.
February 1, 2012
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.
December 1, 2011
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.
September 12, 2011
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.
March 22, 2011
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.
January 1, 2011

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.
November 10, 2010
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.
November 1, 2010

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

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Great article! Unfortunately, most employees don’t feel valued or appreciated by their supervisors or employers. In fact, research has shown that the predominant reason team members quit their jobs is because they don’t feel valued. This is in spite of the fact that employee recognition programs have proliferated in the workplace – over 90% of all organizations in the U.S. has some form of employee recognition activities in place. But most employee recognition programs are viewed with skepticism and cynicism – because they aren’t viewed as being genuine in their communication of appreciation. Getting the “employee of the month” award, receiving a certificate of recognition, or a “Way to go, team!” email just don’t get the job done. How do you communicate authentic appreciation? We have found people have different ways that they want to be shown appreciation, and if you don’t communicate in the language of appreciation important to them, you essentially “miss the mark”. Additionally, employees need to receive recognition more than once a year at their performance review. Otherwise, they view the praise as “going through the motions”. A third component of authentic appreciation is that the communication has to be about them personally – not the department, not their group, but something they did. Finally, they have to believe that you mean what you say. How you treat them has to match the words you use. If you are not sure how your team members want to be shown appreciation, the Motivating By Appreciation Inventory ( will identify the language of appreciation and specific actions preferred by each employee. You then can create a group profile for your team, so everyone knows how to encourage one another. Remember, employees want to know that they are valued for what they contribute to the success of the organization. And communicating authentic appreciation in the ways they desire it can make the difference between keeping your quality team members or having a negative work environment that everyone wants to leave. Paul White, Ph.D., is the co-author of The 5 Languages of Appreciation in the Workplace with Dr. Gary Chapman.

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