Making Members Feel Appreciated
Suggested Strategy: Help the employee to think from the perspective of
a member to create a strategy for going above and beyond to make a
member feel appreciated when they work with this person.
Suggested Questions:
→ Hypothetical Question: Hypothetically, if you were a member of this credit union, what do you think it would take regarding actions on the
part of the teller or banker that you are working with to make you feel
special and appreciated?
→ Third-Party Question: How do you think the members that come in and work with you would describe the steps that you take to make them
feel special and appreciated?
Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, write down how this employee thinks that members would currently describe how
they feel in working with this person. Then, on the right side of the
board, write down how this person would ideally like members that work
with them to describe their experience and how they felt after working
with them. Erase the left side of the board and write down the actions
that this employee is willing to take to bring their members’ experience
to the level described on the right side of the board.
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