What automobile best personifies your credit union? I asked this question recently at one of my marketing team meetings. Everyone thought for a second and the answer that was most prevalent was “Chevrolet.” Well, I thought, that’s not very sexy. Chevrolet…..it sounds so basic, so middle class, and so bland.
Then I attended the DFW Auto Show in Dallas this past weekend and I had an epiphany. When I entered the showroom what automobile maker was front and center? You guessed it. It was Chevrolet. The display of cars and trucks was huge! The coveted Corvette had a special place all of its own. And the Camaro Z21 was prominently displayed on the rotating stage as if crowned the reigning king of Chevys. There was a widescreen video production celebrating the work horse truck of them all, the Chevrolet Silverado.
That’s when it hit me. I grew up with these cars. My grandfather had a Chevrolet truck and my father owned Chevrolet cars. My brother has owned two Chevrolets before he moved on to Mercedes. Heck, I owned two Chevys as well before I switched to Lexus. This basic, middle class, sometimes bland vehicle was the foundation of my family lifestyle automobile ownership. Even though I haven’t owned a Chevrolet in years, there was an emotional attachment that I could not deny.
So what’s wrong with Neighborhood Credit Union being a Chevrolet? Like Chevrolet, we have a long solid history. We’re the oldest credit union in Dallas with 82 years of serving members. Chevrolet has been the car of many generations of families and has served the middle class well. With a foundation of family membership and a member base that is largely working middle class Neighborhood CU is very similar. Our original field of membership was the U.S. Postal Service and our postal family still has a significant presence. We have transitioned from a credit union with products that are largely traditional to innovative products that are one of a kind for the Dallas-Fort Worth market such as our Prize Savings. Chevrolet has the most modest of cars to not one but two premier sports cars. Let’s not forget that the Silverado was the only truck that made it through the apocalyptic world shown in the 2012 Super Bowl commercial.
Lisa, the spokesperson on the Chevrolet stage at the auto show, said in referencing the Camaro Z21, “It’s the spirit of the past with a futuristic thrill.” I think that sums up the Neighborhood CU brand very well. I don’t mind being a Chevy at all.
Did I mention that our CEO drives a Chevrolet Tahoe? As they say, Chevy runs deep. And so does Neighborhood Credit Union.
Showing posts with label Family. Show all posts
Showing posts with label Family. Show all posts
Friday, March 30, 2012
Sunday, March 21, 2010
A "Rough" Experience
.jpg)
I just got back from an absolutely fabulous stay at Rough Creek Lodge in Glen Rose, Texas. Rough Creek is a small resort nestled in the Texas Hill Country with just under 60 guestrooms and suites. It was a last minute getaway that my niece and I planned for some pampering and relaxing. I’ve visited this resort on several occasions and my stay is always a memorable experience that resonates in my mind as world-class.
However, this brief stay was different. Because of some recent project work related to service excellence my observations and expectations were heightened. I was pleased to see that on this occasion the bar for service has been raised even higher and it struck me as to how much can be gleaned from this resort by anyone in the service industry.
Make the Introduction an Event
When we checked in it was quick and simple. I was immediately called by name and welcomed warmly. We received an arrival bag with some snacks, bath salts and important information about the resort. Inside the bag was a card addressed to me with a special welcome message from the general manager. What an intro….my only thought was wow!
Provide Unparalleled Value
The room rate is what some would consider expensive but it oozes with value…..value that you don’t see often. A five star dinner and buffet breakfast is included complete with gratuity. Wireless internet is included along with DVD movies. In-room coffee, bottled water and snacks are complimentary. There are also a myriad of activities that come with the room rate. This is a unique feature that you will rarely see at other resorts. Other value-adds, included a special appetizer from the Chef beyond the standard appetizer at dinner. At breakfast, the Chef sent over a special blueberry pastry.
Execute Flawlessly and Consistently
From the moment we arrived until the minute we left, everyone called me by name. Before dinner, the host asked if we would like a complimentary photo in front of the fireplace adding that it would be emailed to us. I received the email with photo before dinner was over on my Blackberry. Now that’s service!
At both dinner and breakfast we were pampered shamelessly. When they said, “we will take care of everything” they meant it. At checkout, we received a departure bag filled with snacks and fruit. This is thoughtful as most visitors drive to the resort and have an hour or more drive back home.
Executing flawlessly does not mean that there will not be snafus. The difference is that when you have these snafus you recover seamlessly and you have systems in place to do it. On another visit, my niece found a small spider on her dessert at dinner. The chef came over to apologized personally, she was given another dessert, a credit was made to the bill and we received a note of apology from the general manager the next morning.
Today as we were checking out, the line of guests became quite long relatively quickly. The cashier immediately called for help and someone arrived promptly. The resort was respectful of the guest’s time and had systems in place to minimize the wait.
So what can those of us in credit union land or anyone in the financial services sector learn from the Rough Creek experience?
1) A transaction or interaction is an event. What can you do to make it a positive and memorable experience?
2) A wow beginning and ending keeps your organization top of mind and leaves an impression. What can you do to enhance your intros and endings?
3) Instead of leading by price consider how you can add value for which your members and customers will pay. Know your market and tailor your products/services to their needs.
4) An experience does not just happen. It is “operationalized” meaning that there are systems in place to ensure that it goes as planned and that it is consistent. Think Disney.
However, this brief stay was different. Because of some recent project work related to service excellence my observations and expectations were heightened. I was pleased to see that on this occasion the bar for service has been raised even higher and it struck me as to how much can be gleaned from this resort by anyone in the service industry.
Make the Introduction an Event
When we checked in it was quick and simple. I was immediately called by name and welcomed warmly. We received an arrival bag with some snacks, bath salts and important information about the resort. Inside the bag was a card addressed to me with a special welcome message from the general manager. What an intro….my only thought was wow!
Provide Unparalleled Value
The room rate is what some would consider expensive but it oozes with value…..value that you don’t see often. A five star dinner and buffet breakfast is included complete with gratuity. Wireless internet is included along with DVD movies. In-room coffee, bottled water and snacks are complimentary. There are also a myriad of activities that come with the room rate. This is a unique feature that you will rarely see at other resorts. Other value-adds, included a special appetizer from the Chef beyond the standard appetizer at dinner. At breakfast, the Chef sent over a special blueberry pastry.
Execute Flawlessly and Consistently
From the moment we arrived until the minute we left, everyone called me by name. Before dinner, the host asked if we would like a complimentary photo in front of the fireplace adding that it would be emailed to us. I received the email with photo before dinner was over on my Blackberry. Now that’s service!
At both dinner and breakfast we were pampered shamelessly. When they said, “we will take care of everything” they meant it. At checkout, we received a departure bag filled with snacks and fruit. This is thoughtful as most visitors drive to the resort and have an hour or more drive back home.
Executing flawlessly does not mean that there will not be snafus. The difference is that when you have these snafus you recover seamlessly and you have systems in place to do it. On another visit, my niece found a small spider on her dessert at dinner. The chef came over to apologized personally, she was given another dessert, a credit was made to the bill and we received a note of apology from the general manager the next morning.
Today as we were checking out, the line of guests became quite long relatively quickly. The cashier immediately called for help and someone arrived promptly. The resort was respectful of the guest’s time and had systems in place to minimize the wait.
So what can those of us in credit union land or anyone in the financial services sector learn from the Rough Creek experience?
1) A transaction or interaction is an event. What can you do to make it a positive and memorable experience?
2) A wow beginning and ending keeps your organization top of mind and leaves an impression. What can you do to enhance your intros and endings?
3) Instead of leading by price consider how you can add value for which your members and customers will pay. Know your market and tailor your products/services to their needs.
4) An experience does not just happen. It is “operationalized” meaning that there are systems in place to ensure that it goes as planned and that it is consistent. Think Disney.
A Rough Creek experience is not easily duplicated. That’s what makes it unique and that is also what makes it one that can demand top dollar. What can you do today to begin making transactions and interactions a positive and memorable experience for your guests (members and customers)?
Tuesday, July 7, 2009
Tribute to Michael Jackson, The King of Pop
I will never forget June 25, 2009. Despite a number of important events happening on this day including a long time friend’s birthday and a credit union board meeting in which I was the stand-in recording secretary, this will forever resonate in my mind as the day we lost Michael Jackson. A line of sand has been drawn in my life along with others as the time with Michael Jackson and life after Michael Jackson.
I grew up with Michael and the Jackson 5 like many others and being only two years younger I identify closely with him from a generational perspective. Like all teenage girls, I fantasized over Michael, dreamily sang the songs and lusted after him. Back then we regarded him as quite sexy……with that king-sized afro, slick dance moves and shy demeanor he was so fine! I never had the opportunity to attend a live show during my teen years so I made up for it by collecting each and every album and single 45 (Gen X and Y probably don’t know what a 45 is) record that I could get my hands on. I still have many of them although some of the older albums were lost.
So it went without saying that once the Victory Tour was announced, I was going no matter what it cost. I participated in the now famous lottery method that was used to sell tickets. Yes, it was not the traditional approach and was more expensive since you were required to purchase four tickets but none of that mattered to me. It was my last chance to see Michael as a part of the Jackson 5 or what was now billed as the Jacksons. Michael’s solo career was taking off and the Jacksons were well past their heyday….he would be moving on after the tour. The Victory show was up until that point the best show that I had ever seen. My purse was stolen that night but I was so high on Michael my angst over it passed relatively quickly. Luckily, it was returned intact with driver’s license and photos the next day minus the money of course.
A few years later, Michael announced the Bad Tour. I was there. It still ranks today as the best live performance that I have attended. Michael is the consummate performer. No lip synching or long wardrobe changes here. For two hours he sang, danced and mesmerized us like no other. In fact, I remember thinking I didn’t know how a person could have so much stamina to keep up such a pace. He was absolutely incredible.
After the Bad Tour, you all know the story. He had a few more albums released and some relative successes. However, the days of Off the Wall, Thriller and Bad were gone. He seemed to descend into an abyss of eccentricity and just general weirdness. It was both confusing and sad because his talent could never be denied even during this time. I watched him during the Super Bowl performance in 1993 when my beloved Dallas Cowboys triumphed over Buffalo and the show was simply amazing. How could someone who takes such command on stage be so bizarre and reclusive at the same time….the duality still perplexes me.
So here we are….MJ is gone and we are all left grappling with the suddenness of it all. Along with his family we are mourning as we take comfort in the memory of his enormous talent, his heart for making this world a better place and the legacy of music which will live on. It is these qualities for which I choose to remember Michael, the indisputable King of Pop.
Looking Through the Windows….I see the
Man in the Mirror….and so now
All I Do Is Think Of You….as I
Remember the Time….remember the
Thriller….. remember….
The Good Times….and remember
The Way You Make Me Feel……you’re not only….
Mama’s Pearl…..you’re……..
Another Part of Me………we all love you and we
Never Can Say Goodbye…..instead we’ll just say farewell for now until
Maybe Tomorrow…….where we’ll hear you say eternally……
I’ll Be There.
I grew up with Michael and the Jackson 5 like many others and being only two years younger I identify closely with him from a generational perspective. Like all teenage girls, I fantasized over Michael, dreamily sang the songs and lusted after him. Back then we regarded him as quite sexy……with that king-sized afro, slick dance moves and shy demeanor he was so fine! I never had the opportunity to attend a live show during my teen years so I made up for it by collecting each and every album and single 45 (Gen X and Y probably don’t know what a 45 is) record that I could get my hands on. I still have many of them although some of the older albums were lost.
So it went without saying that once the Victory Tour was announced, I was going no matter what it cost. I participated in the now famous lottery method that was used to sell tickets. Yes, it was not the traditional approach and was more expensive since you were required to purchase four tickets but none of that mattered to me. It was my last chance to see Michael as a part of the Jackson 5 or what was now billed as the Jacksons. Michael’s solo career was taking off and the Jacksons were well past their heyday….he would be moving on after the tour. The Victory show was up until that point the best show that I had ever seen. My purse was stolen that night but I was so high on Michael my angst over it passed relatively quickly. Luckily, it was returned intact with driver’s license and photos the next day minus the money of course.
A few years later, Michael announced the Bad Tour. I was there. It still ranks today as the best live performance that I have attended. Michael is the consummate performer. No lip synching or long wardrobe changes here. For two hours he sang, danced and mesmerized us like no other. In fact, I remember thinking I didn’t know how a person could have so much stamina to keep up such a pace. He was absolutely incredible.
After the Bad Tour, you all know the story. He had a few more albums released and some relative successes. However, the days of Off the Wall, Thriller and Bad were gone. He seemed to descend into an abyss of eccentricity and just general weirdness. It was both confusing and sad because his talent could never be denied even during this time. I watched him during the Super Bowl performance in 1993 when my beloved Dallas Cowboys triumphed over Buffalo and the show was simply amazing. How could someone who takes such command on stage be so bizarre and reclusive at the same time….the duality still perplexes me.
So here we are….MJ is gone and we are all left grappling with the suddenness of it all. Along with his family we are mourning as we take comfort in the memory of his enormous talent, his heart for making this world a better place and the legacy of music which will live on. It is these qualities for which I choose to remember Michael, the indisputable King of Pop.
Looking Through the Windows….I see the
Man in the Mirror….and so now
All I Do Is Think Of You….as I
Remember the Time….remember the
Thriller….. remember….
The Good Times….and remember
The Way You Make Me Feel……you’re not only….
Mama’s Pearl…..you’re……..
Another Part of Me………we all love you and we
Never Can Say Goodbye…..instead we’ll just say farewell for now until
Maybe Tomorrow…….where we’ll hear you say eternally……
I’ll Be There.
Sunday, July 27, 2008
Crucial Conversations
I am currently reading the book, Crucial Conversations. Reading it and interacting with various members of my family as well as coworkers on the job remind me of the importance of being skilled at dialogue. Now many of you might think, "How hard is it to talk to people?" However, that's just the point. Many of us are not talking to people. We are talking at people or in same cases not talking to avoid conflict. As you can imagine, this causes all kinds of miscommunication, bad feelings, and all around ineffectiveness.I was intrigued to read Crucial Conversations because I observed conversations that needed to take place in my workplace were not taking place. I also observed the same thing at home. So often when it comes to conversations, we think it's the other person who needs to ante up. We ignore the impact that we can have if we are skilled in how to truly have a dialogue with the other person. This is what crucial conversations are all about.
Already as a result of reading the book, I am listening more and being observant of how I react when conversations are heading down a crucial path. I am also learning that when it comes to these conversations, many times I will have to initiate them. In management, we often say, "I am here and ready to listen.....why don't they just come to me and let me know what they need?" Well, I've learned that that statement is just not reality. Even when a manager is proactive and goes to the troops, effective dialogue still may not happen if they don't feel totally safe. Silence or the courtesy "tell them what they want to hear" is often conveyed and so the crucial conversations do not take place. Life goes on as usual and issues go on unresolved.
Saturday, June 14, 2008
Derrick's Married!
Derrick is married! And I have a daughter-in-law. How cool is that? The better part of this year has been spent in preparation for the wedding and now it has come and gone. The real part of marriage begins.
My son's entry in his new role lead to thoughts of marriage in general. It is one of the most complex relationships you will ever experience. The blending of two families can be challenging especially if the values are different. Learning to compromise and come to a consensus on activities are things you may have done at will as a single person takes time. And if you perhaps are a workholic.....well, you either will reform or you may not be married too long. Of course if you married a workholic, this may work out to both your advantages!
And what about the adjustment of the parents? In my case, I was a single parent for a long time and Derrick is my only child. He has a protective sense regarding my well-being and I have to be careful not to abuse this as he now has a wife. I don't mind saying that it's hard as I am so accustomed to calling him for various things. However, I'm adjusting.
My goal is to be a good mother-in-law who does not interfere, minds her own business, and is a support system for both my son and new daughter. I wish them all the best and am looking forward to grandbabies!
My son's entry in his new role lead to thoughts of marriage in general. It is one of the most complex relationships you will ever experience. The blending of two families can be challenging especially if the values are different. Learning to compromise and come to a consensus on activities are things you may have done at will as a single person takes time. And if you perhaps are a workholic.....well, you either will reform or you may not be married too long. Of course if you married a workholic, this may work out to both your advantages!
And what about the adjustment of the parents? In my case, I was a single parent for a long time and Derrick is my only child. He has a protective sense regarding my well-being and I have to be careful not to abuse this as he now has a wife. I don't mind saying that it's hard as I am so accustomed to calling him for various things. However, I'm adjusting.
My goal is to be a good mother-in-law who does not interfere, minds her own business, and is a support system for both my son and new daughter. I wish them all the best and am looking forward to grandbabies!
Saturday, August 11, 2007
Zip lining in Paradise
Being a self-proclaimed workaholic, a relaxing vacation is a must for me. I don't subscribe to the notion of no vacations. I have to get my batteries recharged! Recently, I went to Kauai, Hawaii better known as the Garden Isle or Paradise. It's the one place that I can go and feel totally relaxed from the rush, rush mentality that we have here on the Mainland.
My niece talked me into zip lining. It sounded both exciting and scary. I thought a few times about bowing out but I can't refuse a challenge. So on Friday of our week long vacation we drove to JustLive to experience soaring in the trees. What an experience it was! We were in these tall Cook County Pine trees for the entire two or three hours. We zipped on lines that were as high as 100 feet in addition to doing a suspension bridge crossing and a rope crossing. It was spectacular. I can't describe the adrenaline and the thrill you feel as you step off of the platform into the air. It is truly phenomenal.
Could zip lining be a little like some of our experiences in life? You encounter an opportunity that intrigues you but is yet a little scary. You want to take a chance but you are hesitant. What happens if you decide to pass up the opportunity and stay in your comfort zone? What happens if you decide to go for it doing something new and different?
I am so glad that I went for it and the result was a new improved perspective.
My niece talked me into zip lining. It sounded both exciting and scary. I thought a few times about bowing out but I can't refuse a challenge. So on Friday of our week long vacation we drove to JustLive to experience soaring in the trees. What an experience it was! We were in these tall Cook County Pine trees for the entire two or three hours. We zipped on lines that were as high as 100 feet in addition to doing a suspension bridge crossing and a rope crossing. It was spectacular. I can't describe the adrenaline and the thrill you feel as you step off of the platform into the air. It is truly phenomenal.
Could zip lining be a little like some of our experiences in life? You encounter an opportunity that intrigues you but is yet a little scary. You want to take a chance but you are hesitant. What happens if you decide to pass up the opportunity and stay in your comfort zone? What happens if you decide to go for it doing something new and different?
I am so glad that I went for it and the result was a new improved perspective.
Saturday, June 23, 2007
Does a Self-Proclaimed Workaholic Need a Dog?
It's amazing how many busy people I talk to who have pets. With today's hectic pace it is interesting how most of us find the time to take on this responsibility. I'm one of those people who proudly own a beloved pet that fits into my workaholic lifestyle.
Her name is Sydney and she is adorable. She's a pit bull which I believe is one of the most intelligent breeds in the world and very misunderstood. Sydney is three years old and I have owned her since she was six weeks old. She is my companion and protector. I call her my "puppy" although she passed that stage quite some time ago.
So why do I own a pit bull? I love their personalities....tenacious, persistent, smart, fearless loving and loyal. You may say that some of these qualities does not match the picture of these unique dogs that is painted in the media. Well, I have owned two from the age of six weeks and my experience is consistent. What's more, my dog matches my own personality (except I'm probably not as fearless as she is).
Yes, a workholic needs a dog. When work gets hectic, she or he is a good reminder of what it means to lead a simpler life.
Her name is Sydney and she is adorable. She's a pit bull which I believe is one of the most intelligent breeds in the world and very misunderstood. Sydney is three years old and I have owned her since she was six weeks old. She is my companion and protector. I call her my "puppy" although she passed that stage quite some time ago.
So why do I own a pit bull? I love their personalities....tenacious, persistent, smart, fearless loving and loyal. You may say that some of these qualities does not match the picture of these unique dogs that is painted in the media. Well, I have owned two from the age of six weeks and my experience is consistent. What's more, my dog matches my own personality (except I'm probably not as fearless as she is).
Yes, a workholic needs a dog. When work gets hectic, she or he is a good reminder of what it means to lead a simpler life.
June 23 - A Special Day
Today is a momentous day for me and for my son, Derrick. It is his 29th birthday. 29.....I can't believe he is 29! It was 29 years ago when I as a seventeen year old made the trek to the hospital with my parents to deliver a baby. How naive I was back then. I did not have a clue. I just knew I was having a baby and that it might "hurt a little bit." That was an understatement. It hurt a lot! After several hours of excruciating labor, they decided to do some x-rays since Derrick wasn't moving down quick enough through the birth canal. The diagnosis.......a crooked tailbone. Now how did that happen? A thought quickly went back to a fall that I had while skating a few years back. I remember my rear-end hurt for weeks and Absorbene, Jr. (the pain reliever) was a constant friend.
Hmm.........
Hmm.........
A c-section would be necessary. What did that mean? My mom said that means that they will make an incision in your abdomen in order for you to have the baby. Does that mean they knock me out (put me to sleep)? I couldn't wait.....the pain was killing me! I still remember it as it was yesterday. They placed a mask over my nose and instructed me to breath and count to ten. I recall slowly losing consciousness and fading to sleep. I may have made it to the count of five.
Flash back to now. I'm 46 and he is still my baby. I don't call him that in public but that is how I feel. We are close. We know each other better than anyone else. I'm a doting mother and he is a mama's boy. Some things never change not matter how many years pass. That makes me smile. Happy Birthday, Derrick.
Subscribe to:
Posts (Atom)