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“We need to establish a sales culture…We don’t sell, we educate…Our outstanding service will lead to sales.” All are common phrases expressed through credit unions describing the retail delivery of products and services. All are correct, in their own manner. All can be questioned, in their own perspective, too. As credit unions connect the gap between service and sales, one aspect remains constant and undeniable: when the member succeeds, the credit union succeeds.Perhaps a “Success Culture” provides the necessary balance.Focusing on success for the member, through sales and service, introduces a trading of value. For the most part, the credit union trades a set of well-priced products and, over time, the member exchanges value through increases in product use and purchases.Success can certainly come through sales – new loans, additional deposits, insurance purchases, etc. But, too much focus on sales can create a “pushy” experience where members hear a pitch at the smallest hint of opportunity.Success can undeniably happen through service – fast transactions, technological options, error resolution, etc. But, too much focus on service can make it easy to overlook growth prospects in the quest for an experience that doesn’t feel overly ambitious to the member.How does a success culture balance the short-term need to serve with the long-term need to grow revenue? It begins with an outlook that ensures members are getting the most from their current set of products; continues with information introduced to illustrate how members can experience more success with the credit union; and, concludes with an attitude of action that guarantees all opportunities for success are fulfilled (i.e., moving the look-to-book ratio forward).Front line leaders in a success culture need to see every member interaction as an opportunity to extend the long-term nature of a business relationship. This occurs with a twofold commitment: first, to serving the immediate need at hand; and second, to continuously showing members the tangible value they are receiving and how they might receive more. It’s as simple as remembering that the credit union does not succeed until the member succeeds. So, focus on member success. And maintain that each member understands that success, in the near- and long-term, is the goal.Measuring a success culture is as balanced as its execution. Growth and performance measures might include new members, member retention, new loans, and cross-sales. Service measures such as Net Promoter Score, Member Effort Score, and post-transaction feedback provide insights into relationships where revenues will be achieved gradually over time. Incentives and rewards should be just as balanced, with perhaps 25 percent dependent upon revenue initiatives and 75 percent supported by service-focused measures.As front-line leaders earn trust, members will invite them to participate in more in-depth conversations. This gives front line leaders insights for recommending a path to value, regardless of whether that course includes added revenue right away. Looking out for the member is the focus. This kind of attention allows front line leaders to explain more about value to their members, creating a positive impression that results in the member driving more business to the credit union. The outcome is a win for the credit union, with success seen on the balance sheet and income statement.As long as the member succeeds first. 6SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Jeff Rendel Jeff Rendel, Certified Speaking Professional, and President of Rising Above Enterprises works with credit unions that want elite results in sales, service, and strategy. Each year, he addresses and facilitates … Web: www.risingaboveenterprises.com Details
Ghanaian sprinter, Joseph Paul Amoah, has graduated from Coppin State University in the United States with a Bachelor of Science degree in Accounting.Amoah, 23, transferred to Coppin State from Kwame Nkrumah University of Science and Technology in 2017 on athletic scholarship where he has excelled tremendously on the track.In 2019, Amoah led Ghana’s 4x100m relay team to gold at the African Games in Rabat, a first gold medal in the event since 2003.The former Prempeh College student broke Ghana’s record in the men’s 200m and is now Ghana’s record holder in the event with 20.08s. Joe Paul’s 100m time of 10:01s, also set in 2019, is only 0.03s off Leo Myles-Mills’ National Record time of 9.98s in the event.Amoah is one of two Ghanaian Track and Field athletes to have qualified for the now rescheduled Tokyo 2020 Olympic Games, along with Triple Jumper, Nadia Eke.
AD Quality Auto 360p 720p 1080p Top articles1/5READ MOREThe top 10 theme park moments of 2019 After a scoreless third quarter, La Habra’s defense took over. Brea took possession of the ball on its own 43-yard line after the Highlanders failed to make a first down on a fake punt. On the first play of the series, Garrett Kiehl sacked Fleming for a 10-yard loss. Two plays later Casey Rihn intercepted a pass and sprinted 42 yards for the touch down. On the next series the Highlanders nearly duplicated the sequence. On second down Chris Milano turned in the sack and a play later Matt Estrada intercepted a pass, returning the ball 28 yards to the Brea 7-yard line. Faced with third-and-goal, Benedict connected with Travis Bourne on a slant for the 6-yard touchdown. The Highlander kicking game played a big role in the victory. Kickoff specialist Kyle Fowler prevented any kickoff returns by repeatedly sending the ball into the end zone. Puga, handling the punting duties, also pinned the Wildcats deep in their own territory. La Habra started the scoring in the first quarter. On the Wildcats’ first offensive play from scrimmage, Paul Estrada intercepted Jeff Fleming’s pass. The Highlanders capitalized on the turnover when Pete Puga kicked a 29-yard field goal. In the second quarter La Habra extended the lead. After a personal foul call on the Wildcats, the Highlanders took possession on their own 32-yard line, scoring seven plays later on a 10-yard pass from quarterback R. J. Benedict to sophomore Travis Bourne. 160Want local news?Sign up for the Localist and stay informed Something went wrong. Please try again.subscribeCongratulations! You’re all set! LA HABRA — Strong defense and solid special-teams play proved the difference, as the La Habra High School football team defeated visiting Brea Olinda 24-0 on Friday night. The Highlanders limited Brea to 109 yards on offense while turning in six sacks and four interceptions.