This podcast is a podcast for credit union leaders who want to grow their teams. Mike Neill, Taylor Murray, and Scott Albrecht share what they learned from consulting with hundreds of credit unions.
We have all got crazy stories. In the moment we may not realize the joy, but taking a moment to look back at them can warm our soul and keep us going. In this episode we share memorable and funny stories from the credit union world. From stapling a torn dress to dealing with unusual customer requests, these tales highlight the amusing and touching moments that credit union employees experience. Listen and laugh and we encourage you to submit their own stories. Let's make this a platform to celebrate and learn from the everyday heroes in the credit union community. Click Here to Submit Your Questions
We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence. In this episode we talk about: Our Trainer Certification Consulting Calls - Bringing your stories How trainers and other support positions can apply these concepts How all 8 elements intertwine at every moment of truth. Click Here to Submit Your Questions Links from show: Certify your trainers in ServiStar material Attend our course on Defusing Irate Members Attend our Monthly Service Excellence Workshops! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We all agree that trust is important, but are we all doing the work needed cultivate that connection? Gallup research begs to differ. In this episode we share concerning statistics on employee trust and engagement from Gallup, the inherent challenges faced by leaders, and practical solutions for fostering trust in the workplace. In this episode we talk about and answer listener questions: The 5 Dysfunctions of a team "How do you get a teammate to trust you with something personal?" Fun and effective team building exercises Click Here to Submit Your Questions Links from show: Attend Defusing Irate Members Learn how to build trust by signing up for Emerging Leaders Attend Vertex Leadership Development to authenticly build trust while managing operations Build trust by increasing your emotional intelligence. Sign up for our 3-hour course here! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
When we hear a complaint it's natural to be on the defense. It feels like an attack. We bring on ServiStar Certified Trainer, Briauna Wilson a Learning and Development Specialist at RBFCU. As she was getting certified we did a deep dive on what should having a concern for complaints look like and how she will teach it. In this episode we talk about: Our Trainer Certification Consulting Calls - You will get an inside look because this episode is a consulting call! Why complaints can be a good thing. What activities can you do to process this. Submit Your Questions Here Links from show: Certify your trainers in ServiStar material Attend our course on Defusing Irate Members Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Have you been frozen when you needed to make a quick decision? Do you wish someone would tell you what to do so you can keep the momentum going? We tend to promote rockstar employees into management positions without equipping them with the leadership skills needed. In this episode we explore strategies to help leaders confidently make decisions in a timely manner. In this episode we talk about: Diagnose the decision Determine when to make the decision Diagram the decision Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Certify your trainers in ServiStar material Attend our course on Defussing Irate Members Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course Subscribe to ServiStar Leadership Podcast on your favorite streaming service
In this episode of the Credit Union Leadership Podcast, we bring on Peter Tyson to delve into the significance of using the GiANT Leadership Voices to develop effective leaders within the credit union industry. GiANT Voices are a key aspect of multiple ServiStar courses, including Target Leadership, Emerging Leaders, and Emotional Intelligence workshops. In this episode we talk about: Harnessing the power of different GiANT voices to improve team dynamics and strategic decision-making GiANT Voices benefit both leaders but also team members looking to enhance workplace interactions. Which voice should speak first in your team? Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Discover your primary GiANT Voice - take the free assessment Learn how to use your voice as a current or aspiring VP or C-level leader. Click here for more info on Target Leadership Use your GiANT voice to improve your service skills as a individual contributor or leader. Click here for info on Emotional Intelligence course. Aspiring and emerging leaders, find your leadership brand through your GiANT Voice. Click here for more info on our Emerging Leaders course. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Mastering Strategic Thinking and Leadership in Credit Unions. In this episode of the Credit Union Leadership Podcast, Scott & Scott dive into the essence of strategic thinking versus strategic planning. They explore the concept of the 'strategic flywheel,' which emphasizes living out core purposes through daily behaviors rather than just focusing on outcomes. The episode also includes practical advice for leaders, answers audience questions about metrics and behaviors, and features a fun game distinguishing between strategic thinking and planning. In this episode we cover: The Strategic Flywheel. A gameshow to distinguish daily strategic thinking and planning. Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Develop your strategic thinking skills as a manager. Click here to sign up for our Vertex Leadership program. Current and aspiring VP's and C-level leaders. Practically integrate strategic thinking in our Target Leadership program. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Do you wish your team cared about their work as much as you? Most leaders get focused on managing the operations that they forget to lead their team. In this episode of the Credit Union Leadership Podcast, hosts Scott and Scott explore the crucial elements of effective leadership - focusing on the importance of purpose and why leaders must deeply believe in their mission to inspire their teams genuinely. In this episode we answer listener questions: "How do I sound authentic when pointing my team towards the mission?" "I'm working with my team, what should we do first, a SWOT Analysis or a Purpose Statement?" "I did a meeting to have team know each other on human level. It worked really well. But next meeting everyone was stressed again. What happened?" Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Interested in preparing your future leaders? Click here to sign up for Emerging Leaders Click here to look into our Emotional Intelligence course Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Have you read Gallup's staggering insight in their 2025 Workplace Challenges article? In This episode of the Credit Union Leadership Podcast, hosts Scott & Scott tackle the pressing issue of historic low employee engagement by sharing the formula for creating and living out Service Standards that will create an engaged team. In this episode we talk about: Employee satisfaction in the U.S. reaching a historic low Managers needing to give more meaningful feedback How to keep engagement and momentum going after an all employee training day The formula to create service standards. Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Read Gallup's, 7 Workplace Challenges for 2025 Learn more on how we can help you create and deliver your service standards Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Is your team disengaged with their work? Are they doing the bare minimum so you don't complain or write them up? The truth is, this culture can change, but it's on the leadership. On average, it takes 11 years before a leader goes through any formal leadership training. Today we bring on Matt Poyser from Fire Police City County Federal Credit Union. When he started our Coaching For Performance program he had just transitioned from assistant branch manager to resource manager. Listen to him share how implementing the skills taught in Coaching For Performance changed the culture of his team. These skills prepared him for even another recent promotion! In this episode we cover: As a leader, can I motivate everyone? Not only do you use these coaching skills, you need to teach these coaching skills. How using these coaching skills has decreased write-ups to 0! Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Click here to see the Coaching for Performance course Matt attended. Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Accountability is an overused, vague and superficial term. What is accountability? The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our Employee Accountability module in our Vertex Leadership Development program. Click the link below to submit your question via audio or text! In this episode we answer: How do you set expectations for a new department that has no historical data? When I have my employee set a goal, what do I do if the goal is too low? Why managers cannot slack on accountability? Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Click here to sign up for the New Employee Bundle (Sales, Service and History) Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
A challenge for leaders is that we think of delegation as a time management tool. That delegation should only be used for our own benefit. While it is true that delegation can eventually be a time management tool, that is not it's primary purpose. The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our Delegation module in our Vertex Leadership Development program. Click the link below to submit your question via audio or text! Easily submit your question by recording audio on speakpipe! In this episode we answer: What are the principles to delegating? How do I delegate work to employees whose behavior is unwilling but able for the specific task? What are the biggest hurdles managers have and how do you overcome this to delegate the simplest tasks? To delegate or note to delegate - we take submissions from a previous Vertex Leadership group on if these tasks are good to delegate to specific employees. Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Click here to sign up for the New Employee Bundle (Sales, Service and History) Learn more on how to get your team certified to train our material! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We take what you learned from our ServiStar training courses from the classroom and into the real world. In this episode we answer questions from one of our most exciting modules, Team Building. Click the link below to submit your question via audio or text! Easily submit your question by recording audio on speakpipe! In this episode we answer: The risk our team faces when we don't evaluate what stage of the GROW model my team is out. How do we determine which stage my team is at in the GROW model if the individuals on my team are not in the same stage? How often should I re-evaluate where my team is at? Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Learn more about our Trainer Certification Program! Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
How do we resolve conflict between two of my team members? The Credit Union Leadership Podcast hears you and wants to help. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our conflict resolution module in our Vertex Leadership Development program. Click the link below to submit your question via audio or text! In this episode we answer: Had employee come up to me saying, this specific person is not putting in their work. Is this something I need to address as the leader or do I encourage this team member to discuss with said employee? Someone is violating policy (hiding paperwork and loan documents to get off work and spend more time with her bf), how do I resolve this conflict? How do I handle gossip? Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Click here to sign up for the New Employee Bundle (Sales, Service and History) Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
If our Credit Union PhD course has got you excited, this episode teaches you how you can be apart of continuing the legacy of our movement. In this bonus episode, ServiStar CEO, Taylor Murray brings on friends from Culture Shock Podcast to share the history of International Credit Union Day and why it is important for our movement to celebrate it today. In this episode we answer: When is ICU Day? How you can use ICU day to embrace our spirit of comradery. Ideas to use ICU day to build your team. Links from show: Shop ICU Day Merch! Celebrate ICU Day by learning about the philosiphy, history and development of our movement Purchase your ICU Day Pin here!
The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We take what you learned from our ServiStar training courses from the classroom and into the real world. In this episode we answer questions from one of our most popular and influential classes, Coaching for Performance. Click the link below to submit your question via audio or text! In this episode we answer: What do I do with a team member who has been there for 25 years but has not been meeting the minimum sales expectation for the past 3 years? How do I get a team member, who complains about our meetings, to contribute something rather than sabotaging them? Should I change my coaching method to each employee? Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! Email your question to Scott.Anderle@ServiStarConsulting.com Links from show: Click here to sign up for Coaching for Performance! Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most clients leave our trainings feeling amped, but feelings fade quickly. How do you bring what you learned in the classroom out into the real world? In this episode we give a principles to aid you as your make the most from your ServiStar training. In this episode we cover: What to do with the 5% early adopters and 15% of fast followers. 80% of your team will probably not transition as quickly. How do you get them to do the stuff? Who is the most important person when it comes to bringing what is trained in the classroom out into the real world? Links from show: Look into our New Employee Bundle Click Here Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We are entering into a new era in our movement. In the next five years we will see a record high in credit union CEO's retiring. The challenge is that most have not raised leaders to take our place as we move forward. We bring on Former SWAT Team Leader, Navy Seal and Re/Max CEO to talk about the importance of systems to live out the legacy you want to be known for. In this episode we cover: A set system in C-Suite succession planning Creating a weekly process to make yourself the most effective leader possible. Connecting with others on the same path - Emerging Credit Union Leaders Group. Links from show: Sign up for our leadership development course, Vertex Live Nationwide Watch Adam Contos talk with Scott Albrecht on The Hierarchy of Team Needs on "Start With A Win" podcast. Click here to get Adam Contos' book "Start with a Win" Click here for more info on our Emerging Leaders program. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The Credit Union Movement has less than a 1% market share in treasury management. We bring on Tru Treasury to talk about the potential you can achieve with their CMP Certification. This episode is a win-win. Gain frequent larger deposits while helping our members win with money through bulking up your treasury management skills. In this episode we cover: How can we get more deposits in a time where everyone is tight on cash? The history of how we can in this lack of liquidity situation. How going through the CMP training can bulk of your resume, and equip you to really be changing people's lives for the better. This is an untapped market. The potential is huge! How can Tru Treasury change the game for your credit union. Links from show: Sign up for our leadership development course, Vertex Live Nationwide Click here to look into the CMP program! Get ahead of the movement! Schedule a FREE (no obligation) consultation with Tru Treasury Learn more about Tru Treasury here Look into our New Employee Bundle Here Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Whether you are a leader or not, you have a part to play in the GROW model. You can contribute to creating a culture that people want to be a part of. Scott & Scott talk about practical credit union applications of the GROW model. And guess what? It's all built on trust. In this episode we cover: What is the problem we are fixing with team building? What is the GROW model and how do we put it to action? Discomfort is a product of growth. How can we mitigate the discomfort? Trust destroying moments you will face and how to respond. Links from show: Develop your leadership and team building skills! Sign up for Vertex Live Nationwide here. Take advantage of the G phase! Listen to Using CliftonStrengths to Build a High Performing Team The Five Dysfunctions of a Team - A Leadership Fable by Patrick Lencioni Get more info on our New Employee Bundle and other courses! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Is your performance management system stale and uninspiring? We all agree that creating a motivating environment is crucial to coaching our team to be a high performing credit union. But how do we effectively motivate our managers to coach for performance? COO of CU1 comes on and shares a highly effective tool she has created to inspire managers to coach their team for performance. In this episode we cover: Finding your four pillars to build your brand. How to make these four pillars something you and your team talk about every day, all the time. Culture Kits - what are they and how they create a motivating environment As a leader of leaders, how you lead by example by catching people doing it right. Links from show: Connect with Erika Smith on LinkedIn Learn how to create a motivating environment in our leadership development course, Vertex Live Nationwide Follow Erika Smith on Instagram Get more info on our New Employee Bundle and other courses!
How do we prepare for evaluations? Do we have a thought process in place that helps us boast in our accomplishments while being aware of the situation and people around us? We bring on Founder of Young Professionals Team Affinity Group at UNIFY Credit Union, Sarah Thompson to hear how we can use the refinement process to prepare for evaluations and more! In this episode we cover: Using the Refinement Process to find your gold. How using the Refinement Process can decrease the frequent issues you have. What it looks like to be a grounded optimist. Links from show: Get refined with Sarah's blog - CreditUnionFire! Sign up for our leadership development course, Vertex Live Nationwide Connect with Sarah Thompson on LinkedIn! Get more info on our New Employee Bundle and other courses!
Our jobs are changing, our lives our changing. Change is hard. Everyone is talking about the rapidly changing technology like AI and Crypto, but are we talking about how do we mentally prepare ourselves and our team for change? We bring on Amazon bestselling author, CUNA "Credit Union Rockstar" and CU Times "Under 40 Trailblazer," James Robert Lay, to talk about how to we lead ourselves in personal and professional change. In this episode we cover: The idea of exponential growth. Reframing past experiences for exponential growth. Understanding The 4 Fires of Fear and using 7 C's to grow ourselves and our team in the age of AI. Links from show: Buy and Read Banking On Change here! Join the Banking On Change bookclub! Join James Lay's 3-Day Challenge Sign up for our leadership development course, Vertex Live Nationwide Get more info on our New Employee Bundle and other courses!
We are moving to an entirely different world. All of the financial institutions are fintech catering to growing consumer demands to get banking done in real time. We bring on futurist, Brett King, the author of Banking 4.0 to cover the epic reframing of how we must think of banking. In this episode we cover: How banking will reframe in the next 30 years. Who are the fastest growing financial institutions. King announces that he is working on a new book! Peak number of branches and what that number is predicted to be in 2030 Links from show: Follow Brett King to keep up with trends in the financial world! Get Brett King's book, "Banking 4.0" Learn more about our Leaders Worth Following Course! Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
There is a myth is all about the chemistry of the people in the team. Today we bust that myth with Jim Collison by talking about how the intentional decisions of the leader can build a high performing team. Collison is the CliftonStrengths Community Manager for Gallup and produce Gallup's Called to Coach and the ClifonStrengths Webcasts In this episode we cover: What are CliftonStrengths Why the benefits of using CliftonStrengths can be life changing to yourself and your team. How to use CliftonStrengths to better understand how to best utilize your team. Which strengths are best utilized in a sales role and how to use your strengths to maximize your position. Creating rules based on self-awareness to best serve our team and members. Links from show: Live your best life by taking the CliftonStrengths Assessment today! Listen to Jim Collison's CliftonStrengths Finders podcast here Learn more about our Leaders Worth Following Course! Sign up for our leadership development course, Vertex Live Nationwide Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Are you getting a case of the Mondays? Albrecht and Anderle dive into four key areas to look into when work feels like a dumpster fire and how to turn that around. In this episode we cover: What DUMP stands for Exploring what it means to find work that meshes with your brand How the Umbrella Man symbol should be lived out in our department. Working smarter not harder The mission of the credit union is to focus on the people How Vertex can improve this DUMP situation your team is in. Links from show: Sign up for our leadership development course, Vertex Live Nationwide Learn more about our Leaders Worth Following Course! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
This is a bonus episode that was given to us from our time with Dr. Elliott Jardin. ----more---- Using your Brain to Train Part 2: Dr. Elliott Jardin's office hours. It's an extra credit episode of the credit union leadership podcast with our friend, Dr. Jardin. Podcast Extra innings Learning, Preparation, and Emotion in Training Scott Anderle and Scott Albrecht discussed with Elliott the significance of preparation for learners in training and development sessions, drawing parallels from athletic stressful situations to control the controllable. Elliott highlighted the role of sleep in consolidating memories and improving brain functionality and the importance of finding ways to apply learned information in real life. The conversation also emphasized the importance of effective learning and development in a company, with Elliott sharing his approach to making learning more engaging. The team also discussed the content for their podcast, focusing on topics related to learning and emotion. Elliott emphasized the importance of using emotional extremes in stories to help retain information, while Scott Anderle suggested finding either highly positive or negative examples. The discussion concluded with tailoring learning to individual needs and finding the right level of challenge for each person to maximize their learning potential. Brain, Chip, AI, Communication Skills, Active Listening Elliott and Scott Albrecht discussed the similarities between the human brain and a computer chip, focusing on processing speed and memory. They also touched upon the development of AI and its basis in neural networks. Towards the end, they decided to include a segment on developing communication skills for various stakeholders, including learning and development specialists and aspiring leaders. Elliott emphasized the importance of active listening and creating an iterative feedback loop in team environments, explaining how he implements these strategies as a professor. The conversation concluded with discussing how these strategies could be applied in a classroom setting or a project collaboration situation. Innovation, Learning, and Science Accessibility Elliott, Scott Anderle, and Scott Albrecht discussed the importance of innovation and the role of noise in learning and development. They also highlighted Dr. Gervace's upcoming interview on Elliott's podcast, "Brain Health with Dr. Jardin," Sports Psychology: How To Train Your Mind - With Dr. Michael Gervais https://lnkd.in/gxNM_8Em The trio also explored the role of sports psychology and the significance of motivation and retention in learning. They emphasized the role of emotions, the need for appropriate challenges, and the use of extrinsic motivators. The conversation concluded with focusing on making science more accessible and relevant to the general public. BONUS EPISODE with Dr. Elliott Jardin BONUS EPISODE with Dr. Elliott Jardin podbean.com
Our movement is fueled by a desire to serve others. We may find ourselves or our employees passionate about the mission of the credit union, but not loving there work. America's Career Coach, Ken Coleman is a 2 time best selling author and the nationally syndicated radio host of The Ken Coleman Show. We bring him on to share how to make it and what to do once you've made it to the job you love. In this episode we cover: How to use the Get Clear Assessment to find the job at your credit union that you were wired for Why the Proximity Principle is key in finding the job you were wired for What to do when you have a case of the Mondays What's next once you have "made it" to the job you were made for Links from show: Click here to take Ken Coleman's Get Clear Assesment! Follow Ken Coleman on your favorite social media platform! Learn more about our Leaders Worth Following Course! Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Our mission with this podcast is to serve hope clearly, providing access to industry perspectives in the credit union movement. We want to raise leaders who focus on creating a culture around sales and service. We believe this will improve the financial well-being of our members and change the world. We aim to reach 65,000 new learners within the credit union movement by the end of 2026. Our podcast plays a massive role in that number, with well over 25,000 podcast downloads. Today we bring on friend of the podcast, co-author with Albrecht, and Associate professor at Miami University in the neuroscience and human behavior department, Dr. Elliott Jardin. Dr. Elliott Jardin, an Assistant Professor in Miami University's Social and Behavioral Science department, researches individual differences in cognition. His specific focus is on learning, neuroscience, and cognitive aging. He is an award-winning teacher who credits his research on learning to his success in the classroom. One of his main initiatives is to make science more accessible to people outside of academia. Company Website: https://miamioh.edu/regionals/profiles/elliott-jardin.html Linkedin: https://www.linkedin.com/in/elliott-jardin-ph-d-66734277/ Brain Health Podcast: https://podcasts.apple.com/us/podcast/brain-health-with-dr-jardin/id1536539944 Podcast Appearance with Albrecht: https://podcasts.apple.com/au/podcast/what-struggling-teams-are-missing/id1688109033?i=1000646786092. Dr. Jardin's mission aligns with our mission, and that is why we brought him on to discuss the following: Neural Science of learning and development Post learner experience – How can I best exploit the resources given to me in a training. How should credit unions prepare employees for learning and development engagements? How can we develop our communication skills to articulate ideas and communicate effectively with diverse stakeholders within and outside the credit union? Motivation, Emotion, and Learning: A Conversation With Elliott Scott Albrecht and Dr. Elliott discussed the role of motivation and emotions in learning. Elliott highlighted the importance of tailoring learning activities to align with motivation and the role of dopamine in motivation and enjoyment. He emphasized the significance of emotional content in memories and the role of challenge level in learning and development. Elliott suggested the existence of a 'Goldilocks Zone' where the challenge level is adequate and depends on individual factors. They also touched on the role of phased learning spaced over time, with repetition key to long-term memory retention. Neuroplasticity, Emotion, and Attention Networks Elliott explained the concept of neuroplasticity and its role in memory retention, stating that repeated use of resources helps strengthen the connections between neurons. The group discussed its application to learning and development, with Scott Anderle inquiring how repetition could influence long-term retention. Elliott elaborated on how emotional connections, such as those tied to music, can regulate emotions and affect memory retention. The group also discussed the function of the dorsal and ventral attention networks in the brain, with Elliott explaining the focus of each and Scott Anderle proposing that individuals can train themselves to improve their ventral attention network. Elliott suggested that mindfulness meditation could help strengthen the dorsal attention network.
Competence
How Women Have Shaped the Credit Union History with Emily Leite *How do you keep the legacy of Louise McCarren Herring alive as CAO at the Ohio Credit Union League *How women are making a difference in the Movement *Women leaders in the Movement I admire *Why advocacy is so important *How to get involved in advocacy *Advice to emerging leaders Emily Leite Chief Advocacy Officer Ohio Credit Union League https://www.linkedin.com/in/emily-leite-mpa-484634bb/ https://www.cuna.org/about/leagues.html https://aacul.com/league-locator Emily Leite is the Chief Advocacy Officer at the Ohio Credit Union League, with nearly a decade of state and federal credit union advocacy experience. She leads the development, alignment, and implementation of the Ohio League's mission and strategic goals in advocacy, marketing, and communications to promote, protect, and advance Ohio credit unions. Leite serves on the Ohio Poverty Law Center and Habitat for Humanity of Ohio boards of directors. She also serves as a member of the American Association of Credit Union Leagues' Advocacy Committee and a member of America's Credit Unions' Subcommittee on Consumer Protection. She directs and collaborates on Ohio League-affiliated boards and committees, including the political action committees' boards and the Advocacy Action Committee. She is also an active member of Ohio Women in Government and serves on the Ohio Lobbying Association's Foundation Scholarship Committee. Before joining the Ohio Credit Union League, Leite served five years as a legislative aide in the Ohio Senate and Ohio House of Representatives. She holds a bachelor's degree in public administration, political science/pre-law, and history from Capital University, earned a Master of Public Administration degree from Ohio University, and received a Business Management Essentials certificate from Cornell University.
How to reduce friction using Zoom in learning and development. Patrick Kelley Distinguished Architect Zoom Video Communications https://www.youtube.com/PatrickKelleyTattooedNerd https://www.linkedin.com/in/patrick-kelley-zoom/ Zoom's Transformation and Continuous Learning Scott Albrecht interviewed Patrick, a Distinguished Architect at Zoom, about Patrick's work and Zoom's features. Patrick shared their previous experience at Microsoft and emphasized Zoom's transformation from a simple UCaaS platform to a comprehensive collaboration and communication platform since the pandemic. The conversation shifted towards Patrick's motto, "never leave good enough alone," which they apply professionally. The discussion concluded with a conversation about promoting a culture of continuous learning within the team, emphasizing the importance of utilizing all the tools offered by Zoom. Zoom Features and User Experience Enhancement Scott and Patrick discussed the importance of understanding and utilizing Zoom's settings and features to improve user experience. They encouraged users to explore the Admin portal for more features and to use Zoom's capabilities to enhance their roles as presenters and educators. The discussion also touched upon the role of an admin in managing Zoom settings and the potential of AI technology to summarize emails and chat threads, saving time and increasing user satisfaction. Lastly, they discussed the advantages of using webinars for learning and development, emphasizing the ability to interact with many participants simultaneously and schedule multi-day events with sessions throughout the day. Podcasting With Patrick: Insights and Learning on Zoom Scott Albrecht and Scott Anderle discussed having Patrick, also known as the Tattooed Nerd, on their podcast. They highlighted Patrick's impressive career trajectory, including their tenures at Citrix, Microsoft, and Zoom and their influence in social media. The conversation focused on how Patrick's insights on Zoom and continuous learning could be applied by various professionals, such as chief technology officers, branch managers, and individual contributors. Scott and Scott also shared their experiences meeting Patrick and how their humility and enthusiasm made them a relatable guest. They ended the discussion by encouraging their listeners to explore Zoom's settings to enhance their learning and development.
• Crypto and blockchain in the credit union industry. 0:03 • Central bank digital currencies and their impact on the financial system. 9:37 • Central bank digital currencies and their impact on financial institutions. 15:05 • Digital assets and their impact on credit unions. 18:42 • Lightning Network and its impact on the financial industry. 25:14 • Credit unions and digital assets, including balance sheet implications. 30:07 • Wall Street and digital assets, including ETF launches and institutional investment. 37:15 Interestingly, SWIFT, underpinning our current financial system, partnered with Chainlink in mid-2023. Why do you think that is? Guests Jon Ungerland and Chase Larson break down why credit unions need to pay attention to crypto. Jon Ungerland CIO - Information/Innovation at DaLand LLC C:UsersOwnerOneDrive - ServiStar ConsultingPicturesPicture13.jpg Jon believes local financial institutions can contribute to the flourishing of democracy and quality of community life by ensuring fair and affordable access to capital and modern banking services; I know they can, but I'm concerned they won't by default. I don't like to consider what that means for my son's financial and entrepreneurial future, and I feel the same about your progeny and future generations in general. Financial literacy and autonomy in the 21st century will require our financial institutions to understand and embrace the paradigm shift of digital assets and decentralized/distributed technologies. I contribute time, talent, and treasure to promoting influential organizations at the epicenters of financially dignified and free communities in the 21st Century. I engage in the daily exploration of philosophical principles and technological concepts surrounding the privileged position of community financial institutions and community service organizations as centralized, trusted, local organizations in an era of big-tech and hyper-conglomerated disruptive ‘innovation' and rapid technological disintermediation. As a technologist driven by perpetual intellectual curiosity, I work to immerse myself in the technologies and trends that impact financial institutions and the communities they serve. I welcome the opportunity to work with your organization while examining strengths and weaknesses in your strategy for remaining relevant in the modern era. I enjoy educating leaders in using data and technology to promote relevance as the financial core within their community. I am comfortable with cutting against the grain of momentary trends and costly habits/obsessions that undermine the core values of free and flourishing financial institutions. https://www.linkedin.com/in/pju2/ www.dalandcuso.com Chase Larson Executive Vice President, Chief Lending Officer & Leader of Digital Asset Strategy St. Cloud Financial Credit Union ABOUT Chase is a pioneering leader in the credit union sector, recognized for his profound commitment and innovative strategies that span nearly two decades. His journey in finance, credit, banking, and particularly in the credit union industry, has been marked by dynamic leadership in areas ranging from risk management and strategic portfolio growth to member business lending and SBA. Chase's expertise extends into digital assets, digital finance, crypto, tokenized assets, and special asset management, showcasing his ability to navigate and merge traditional financial principles with the emerging digital economy. Currently, as the Executive Vice President & Chief Lending Officer at St. Cloud Financial Credit Union, Chase has been instrumental in steering the organization's growth and innovation ethos. His visionary leadership was pivotal in launching the "CU Digital Asset Vault," a trademark initiative by SCFCU, marking a significant milestone in the credit union's journey towards embracing digital asset and blockchain technologies. This strategic move underlines Chase's deep-seated passion for and dedication to the digital asset and blockchain industry, where he has been deeply ingrained for over 7.5 years. Chase's leadership has also been crucial in successfully launching SCFCU's Business Services Strategy, which remarkably achieved 70% of the overall MBL cap within the first 15 months. His forward-thinking approach led to the development and execution of the credit union's first-ever SBA strategy and the innovative "Extra Mile Loan Program," aimed at enhancing indirect loan yields. Beyond his strategic initiatives, Chase is fervently passionate about education and advocacy in the digital asset space. His commitment to educating members and employees on Web3, the potential (future) digitization of money, is a testament to his belief in the transformative power of blockchain technology. As an active board member of the MN Crypto Council and a recognized speaker on digital assets and blockchain, Chase is dedicated to enlightening the community and fostering a deeper understanding of these emerging technologies. His efforts to bridge the gap between traditional finance (TradFi) and decentralized finance (DeFi) reflect a keen focus on helping credit unions and other financial institutions navigate the complexities of the digital finance landscape. Chase's unique blend of passion, strategic foresight, and commitment to education positions him as a key figure in the integration of digital assets within the credit union sector and beyond. Chase's educational background, with a Bachelor of Applied Science (B.A.Sc.) focused on Business Administration & Management (Finance Emphasis) and an AAS degree in Sales & Management lay the foundation for his strategic and innovative thinking. However, his unwavering dedication to people's development truly sets him apart. A staunch believer in the power of coaching and creating an environment where every team member can thrive, Chase embodies the essence of a transformative leader who is not just at the forefront of financial innovation but also a catalyst for growth and change within his organization and the industry at large. https://scfcu.org/ https://www.linkedin.com/in/chase-larson-104810a2/ https://www.mncryptocouncil.com/
Get down with the system. While systems are good, over-reliance on the process could lead to poor behaviors in referral sales. In this episode we give practical tips to help you and your team focus on the behaviors of a referral sales champion rather checking off the boxes of the systems in place. In this episode we cover: How to catch your team doing referral sales right Redirecting behaviors that reflect poor referral sales. What to do to get a real pulse on how your effective your referral systems are. 2 Effective and practical incentives for referral systems that you can start today. Links from show: Register for Referral Sales Champion here! Save money by bundling Referral Sales Champion. Sign up for our new employee bundle here! Sign up for Vertex Live Nationwide. Click here to develop your team's leadership skills. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
As a movement we want to improve the financial lives of our members but we may be unwilling to sell products because it makes us uncomfortable. In this episode we connect selling with meaning and relevance to inspire front-line employees and leaders to improve the financial lives of our members. In this episode we cover: How to respond to common excuses of why team members do not want to sell. How selling affects the 1. External 2. Internal 3. Personal Character Why lack of selling leads us to operate with a scarcity mindset rather than an abundance mindset. 3 Truths we need to sell Links from show: Interested in becoming a sales champion? Sign up for our new employee bundle here! Are you ready to become the leader you know you can be? Sign up for Vertex Live Nationwide here. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We say we are about people helping people, but most of us are killing the industry softly with our teller stare. We discuss how service excellence is how we embody the value of helping people as Scott & Scott delve into a wealth of actionable advice to combat the dreaded, "Friday fatigue." In this episode we cover: Challenges leaders face with excellent service. The Teller-Stare Hierarchy of Bad Service 4 service excellence hacks Links from show: Interested in service excellence? Sign up for our new employee bundle here! Are you ready to become the leader you know you can be? Sign up for Vertex Live Nationwide here. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Leaders should be focused on how to transform good into great. The challenge we face is that we get overwhelmed with the urgent tasks that distract us from the important coaching tasks we have as a leader. Our class, Coaching For Performance, is focused on the science of coaching and how to practically do this. In this episode we focus on the art of coaching while sharing some secrets from the class. In this episode we cover: What are your employees skills and attributes and how to exploit these talents. How to coach an employee to be ready for opportunity without diminishing your team's performance. Good Loss vs. Regrettable Loss Inspiring stories of how to maximize the potential in your team members. Links from show: Learn how to coach your team to be high performers. Click here to register for Vertex live nationwide. Don't have the time or budget to take Vertex live nationwide. We offer Coaching For Performance live online, as a standalone class. Click here for more info. Subscribe to The Credit Union Leadership Podcast on your favorite streaming service. We want to hear from you! Talk with us so your podcast can best serve you.
Studies show that over half of the current credit union CEO's will retire within the decade. The alarming fact is that 56% of new CEO's typically fail within the first 18 months. Don't be the average CEO. Listen to this episode and learn how to be a leader worth following. In this episode we cover: Significant elements that are vital for the prosperity of new CEOs. The challenge for CEO's to be self-aware. Learn which of the five leadership voices you have and how to use it to inspire a winning team. An opportunity to excel as a leader in our new class Creating Leaders Worth Following. $100 OFF NEW COURSE! USE DISCOUNT CODE: giant Links from show: Click here to sign up for Leaders Worth Following - USE DISCOUNT CODE: giant FOR $100 OFF Take the free 5 Voices Assesment to help you identify your foundational voice Subscribe to Credit Union Leadership Podcast on your favorite streaming service
Do I want to be an order taker or a pushy salesperson? In this episode we talk about the two extremes in sales and using the credit union mission to find the balanced middle. In this episode we cover: Identify if you lean towards being a passive order taker or pushy salesman and how to be in the well balanced middle. Examples of how to and how not to do referral sales as a balanced salesperson. Why we should be passionate about referral selling in the credit union movement. Links from show: Leaders, get your team to buy into referral selling for the credit union movement. Click here to register for our Credit Union PHD class! Subscribe to ServiStar Leadership Podcast on your favorite streaming service. We want to hear from you! Talk with us so your podcast can best serve you.
What separates the good from the great? We all know a great leader when we see one. But can we define a great leader? In this episode we discuss how our Vertex course defines and trains great leaders. In this episode we cover: Using your attributes to the maximize potential. Over and under emphasizing outcomes and behaviors The importance of clear communication regarding mission Setting clear expectations Links from show: Are you ready to become the leader you know you can be? Sign up for one of our leadership classes here. Subscribe to ServiStar Leadership Podcast on your favorite streaming service. We want to hear from you! Talk with us so your podcast can best serve you.
Most people have apprehension when asked to do a sales based role in their job. We look at the top three reasons why sales can be challenging and give you a solution to rise above these hurdles. In this episode we cover: Top three reasons people are reluctant to do sales. Member-Centric vs Profit-Focused sales models The significance of The Umbrella Man in our movement. How credit unions are counter-cultural Links from show: Click Here to see the Umbrella Man Interested in becoming a sales champion? Sign up for our course here. Subscribe to ServiStar Leadership Podcast on your favorite streaming service. We want to hear from you! Talk with us so your podcast can best serve you.
Service Excellence is what defines the credit union movement, but the recent ASCI survey on customer satisfaction begs to differ. In this episode we emphasize the need for maintaining attention to detail and customer satisfaction. In this episode we cover: Where Chick-fil-A and credit unions are similar. Speed between credit unions and other financial institutions. The evolution of service excellence in the last 10 years What does the future of service excellence look like? How can you be a part of the movement to improve service excellence. Links from show: Click here to see American Customer Satisfaction Index to see how credit unions and banks compare today. Free Resources - watch our leadership minute videos and get our free books to inspire you to give excellent service. Interested in service excellence? Sign up for our course here. Subscribe to ServiStar Leadership Podcast on your favorite streaming service.
A cap off of a great run- Season 5 ends with leaders @Chris Bryan our COO and @Taylor Murray our CEO as we discuss our past year and what's to come at ServiStar Consulting.
According to Gallup research, most workers in the world are disengaged with their work. For the past 5 years, ServiStar new hire, Scott Anderle, has worked at Chick-fil-A, where his team built a culture around being the most caring company and how to apply this sense of mission to your credit union. In this episode we cover: Find your purpose. Find a company whose mission aligns with your purpose. How to live out your mission in the little things. What is your story that gives you purpose? Links from show: Scott AnderleEmail to set up time to talk through some ideas and see how we can develop you Scott.Anderle@ServiStarConsulting.com Click Here to look at Becoming A Sales Champion course and other trainings ServiStar has to help your team connect to your mission. Subscribe to ServiStar Leadership Podcast on your favorite streaming service
With mergers becoming more common within the movement, we decided to discuss the process. For the past 20 years, our guest, Mike Bell, has completed the majority of credit union purchases of banks and other businesses, including insurance, investment, and trust companies and real estate brokerages and mortgage originators. In this episode we cover: Strengths of both a progressive, high-risk taking credit union and non-progressive, traditional credit union. What credit unions can bring to a merger is more than just assets. The role of board members in a merger or acquisition. How avoiding the discussion of a merger early on is a mistake. What can credit unions use as leverage in a merger. 3 key components in a successful merger The importance of doing pre-work in the decision-making processes and respecting the time of the team and the organization. Links from show: Mike Bell 269.337.7877 mbell@honigman.com Click Here to look at all the trainings ServiStar has to offer Subscribe to ServiStar Leadership Podcast on your favorite streaming service
As leaders in the credit union, we have either been involved in or intrigued by the hiring process for executive level members. Our guest, JT is the president of Angott Search Group. JT is committed to search and recruit for a wide range of position levels in the credit union sector, including everything from CEOs, CFOs and CIOs to loan officers, business bankers and branch managers. He shares with us the rookie mistakes and ways to be a memorable candidate when applying for a management or executive role. In This Episode We Cover: The interview process is a two way street Mistakes we make during the recruiting process What makes a good resume How to prepare for an interview Using the CLAMPS model to learn why people are looking for a new job Tips to stand out in the CEO interview process Links from the Show: Contact JT Westendorf Email JT at jtw@asgteam.com Click here to connect with JT over Linkedin Phone: 248-453-0107 Learn more about Angott Search Group here asgteam.com Subscribe to ServiStar Leadership Podcast on your favorite streaming service Click Here to look at all the trainings ServiStar has to offer
ServiStar is growing and scaling to be able to offer new solutions to help credit unions grow while maintaining the same level of consistency credit unions have come to us for. Our mission is to inspire transformational change in credit unions and to help us do that, we recently onboarded a new COO, @Chris Bryan On this podcast, Chris shared his story of why working in this great industry got him hooked early on, who he trained in new hire orientation, and what he has in common with our CEO and producer. Here is a sneaky peak at his recent accomplishments: A new an improved learning library- did someone say "Masterclass" Also these Bundle packages- new for 2024 2024 Program Bundles Get Yours Now! Contact us to secure your bundles and receive more information. Contact Us Ultimate Member Service Bundle Credit Union PhD Service Excellence Becoming a Sales Champion or Referral Sales Champion $247 $179 Launch your employees unparalleled growth through Our Credit Union PhD, Service Excellence, and Becoming a Sales Champion or Referral Sales Champion workshops. Your employees first dive into the rich history of financial cooperatives, where "people helping people" sets the cornerstone, in our popular Credit Union PhD workshop. Then, we'll equip them with the skills and mindset to elevate your members' experience to new heights through our Service Excellence workshop. In Becoming a Sales Champion, they'll develop skills to improve your members' financial wellbeing by seamlessly presenting relevant products and solutions. Alternatively, for those in roles focused on referrals, our Referral Sales Champion workshop opens doors to unmatched expertise. Don't miss out on this extraordinary opportunity! Contact us now; this bundle is in high demand and workshop seats fill up quickly. Bulk Pricing Options: Quantity Price Discount 1–9 $179 28% 10–25 $149 40% 26–50 $129 48% 51–99 $109 56% 100+ $99 60% Premier New Leaders Bundle Emerging Leaders Coaching for Performance $1,898 $1,620 Unleash the potential of your new leaders with the Spring 2024 Emerging Leaders and Coaching for Performance development programs. Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? This is the best investment you can make in your new leaders! Our Emerging Leaders program equips your rising star with the foundations of leadership such as building trust, establishing themselves as leaders and managing their former peers. In Coaching for Performance, we arm leaders with tools to propel their team to new heights. We cover the difference between coaching and managing, how to effectively redirect undesired behavior, and ways to coach their team during a busy workday. This is a game changing bundle that empowers your new leader to craft a legacy of success. Contact us today! Bulk Pricing Options: Quantity Price Discount 1–4 $1,620 15% 5–9 $1,465 23% 10+ $1,299 32% Peak Performance Leadership Bundle Vertex Live Nationwide Coaching for Performance Emotional Intelligence $2,647 $2,249 Elevate your Top Talent's success with the Spring 2024 Vertex Live Nationwide development program, Summer 2024 Emotional Intelligence workshop and Fall 2024 Coaching for Performance program. Vertex Live Nationwide is our flagship program where leaders learn to deploy skills that will supercharge leadership performance, employee engagement, member service and profitability. Our Emotional Intelligence workshop is a dynamic and interactive program that dives deep into the core aspects of Emotional Intelligence, teaching essential skills for leaders to navigate both work and life with poise and mastery. In Coaching for Performance, we arm leaders with tools to propel their team to new heights. We cover the difference between coaching and managing, how to effectively redirect undesired behavior, and ways to coach their team during a busy workday. This is our most popular program for credit union leaders. Contact us today to unlock the gateway to stronger leaders! Bulk Pricing Options: Quantity Price Discount 1–4 $2,249 15% 5–9 $2,025 23% 10+ $1,799 32% Standout Branch Manager Bundle Becoming a Business Development Champion Vertex Live Nationwide $3,298 $2,799 Watch your Branch Manager soar to new heights with our Spring 2024 Becoming a Business Development Champion and Fall 2024 Vertex Live Nationwide development programs. Becoming a Business Development Champion equips branch managers with the knowledge and skills to thrive in today's competitive financial landscape by leveraging market trends, growth opportunities, marketing strategies and strategic partnerships. Vertex Live Nationwide is our flagship program where leaders learn to deploy skills that will supercharge leadership performance, employee engagement, member service and profitability. Through cohort-based learning, your leaders will transcend boundaries, networking with other credit union professionals to gain fresh perspectives on credit union leadership. Don't let the competition outpace you. Contact us today to ensure a spot for your high-performing branch manager! Bulk Pricing Options: Quantity Price Discount 1–4 $2,799 15% 5–9 $2,515 24% 10+ $2,250 32% Back to All Events Our Solutions Events FREE Resources About Us Client Portals Info@ServiStarConsulting.com Like us on Facebook Follow us on LinkedIn This certification verifies that ServiStar Consulting has the equipment, environment, and skills to deliver a professional remote presentation to your credit union.
Grab a pen and some paper. The latest vertex live nationwide class got a new topic - Emotional intelligence. They did a fantastic job giving the ServiStar team questions to answer in between sessions on the topic covered. Mike recorded his response to the questions posed and we used the audio for this podcast. Enjoy this episode of the credit union leadership podcast!!! Here is the transcript: Mike Neal, Chief Learning Officer at Service Star Consulting, discusses how to respond to emotional cues in professional settings. He emphasizes the importance of understanding the context behind emotional reactions and suggests asking open-ended questions to gain insight. Mike also shares strategies for balancing empathy and emotional response while maintaining professionalism. He highlights the significance of delivering the truth in a gracious way and taking bold action when necessary. The podcast provides valuable insights for managing emotions and maintaining professional relationships. Chapters Responding to Emotional Cues Balancing Empathy and Professionalism Telling the Truth in a Gracious Way Separating Personal and Professional Developing Leadership Core Values Navigating Difficult Situations Focusing on Performance To learn more on the topic, come to our 4-hour workshop https://events.servistarconsulting.com/event/emotional-intelligence/ Discover the Path to Success with ServiStar's Exclusive Emotional Intelligence Course! Are you ready to unlock the secrets to personal and professional success? Look no further! ServiStar proudly presents a specialized 4-hour course on Emotional Intelligence, custom-tailored for credit union employees like you. Embrace a transformative experience in our dynamic and interactive program, where we dive deep into the core aspects of Emotional Intelligence (EI) and unveil its profound influence on your workplace performance, member relations, and overall well-being. Gain the essential skills to navigate both work and life with ease and grace. Through engaging discussions, real-life scenarios, and practical exercises, we'll equip you with powerful tools to enhance your emotional intelligence and drive positive outcomes in every aspect of your career and beyond. Don't miss this incredible opportunity to join us on a journey toward emotional intelligence excellence. Elevate your credit union career and make a lasting positive impact on your workplace and beyond. Enroll today and pave the way for a brighter and more fulfilling future. #
From 1998 to 2023, ServiStar has inspired transformational change in our great movement. To help us celebrate, George A. Hofheimer of Hofheimer Strategy Advisors joins Mike Neill to reminisce on their time together building what we now know as ServiStarConsulting. George Hofheimer has 25 years of experience advising the consumer finance industry. George was the head of research and development at Filene Research Institute, the credit union industry's think tank, for 15 years. Previously he was the chief learning officer at CUES, the credit union industry's leading executive education association for 8 years. He has conducted hundreds of advisory engagements with consumer finance organizations across the globe and authored dozens of research reports, including a book entitled Banking on a Human Scale. George began his career in international business development, including as a member of the first group of Peace Corps Volunteers in the former Soviet Republic of Uzbekistan. George obtained his MBA from the University of Wisconsin-Madison.
It's been a while since we did a BONUS episode. We have never done an episode this impactful that wasn't a part of our regular cadence. It was too impactful to hold for a regular release date. Do I have your interest yet!!???!!!- You need to listen to this podcast. @Walter Scioli- you have the floor, my man. Here is the solution Walter raved about in the podcast: https://www.servistarconsulting.com/our-solutions/member-experience-builder Credit Union Member Experience Program Today's consumers have more options than ever for financial services. That means attrition potential is high for organizations that only invest in transactional assistance. To remain competitive, improving the credit union member experience is essential. ServiStar Consulting can help. Our credit union member experience program provides your team with the skills, resources and processes to transform their cultures and develop exceptional teams. Member Experience Builder Features As part of our full-featured member services training for credit unions, our teams provide comprehensive tools to: Develop service standards. Better experiences start with robust processes for defining and delivering them. We'll show you how. Grow leadership, coaching and training skills. Modern workforces are more diverse than ever. ServiStar Consulting provides the people management knowledge your supervisors need for effective leadership. Create engaged teams with superior sales and service skills. An engaged workforce is more productive, which can lead to a healthier bottom line. We provide sales and services training for internal and external stakeholders, plus internal surveys to gauge sentiment and spur engagement. When you partner with ServiStar Consulting for credit union member services training, you'll also have access to our on-demand learning library and ongoing support. Our Process ServiStar Consulting uses a proven four-phase approach to improve credit union member experiences: Phase One — planning. Our scalable and customizable services begin with in-depth strategy planning with our executive and implementation teams. Phase Two — leadership training. During this phase, we provide supervisory staff with the foundations for becoming sales stars and coaching others for higher performance. Phase Three — employee training. Our skill-building workshops help grow your staff's confidence in identifying members' needs and recommending the best solutions to meet them. Phase Four — leadership and coaching development. This final phase builds on the skills introduced in phase two to further develop effective and successful people-management expertise. Why Your Credit Union Needs the Member Experience Builder ServiStar Consulting is a complete solution for better member experiences, founded and owned by credit union professionals and designed specifically for these organizations' unique needs. Our services help: Increase credit union income. Needs-based selling and high-performing teams position credit unions to thrive. Members who use more of your products and services naturally create higher revenues. Improve credit union culture. Positive organizational cultures and internal service nurture pride, accountability and efficiency. Better workplace values also help your credit union attract better talent. Increase credit union member engagement. Providing exceptional member experiences builds trust and loyalty. These feelings translate to less member attrition potential. Improve employee retention. Boosted workforce engagement and compelling rewards programs help credit unions keep their most qualified and highest-performing team members. Reduced turnover translates directly into savings on recruiting and hiring costs. Contact ServiStar Consulting for Your Custom Solution Our customized solutions deliver lasting change for improved credit union member experiences, higher revenue and more engaged and skilled teams. We draw on decades of firsthand credit union experience to tailor programs for your organization's unique challenges and opportunities. Take the next step and schedule a call with an expert or submit our digital contact form. Enrich your credit union's culture today. Enter your email address for access to actionable advice that will revolutionize your organization's sales and service culture!
ServiStar's Mike Neill and Community Financial's Tansley Stearns share on today's podcast the journey they both took to get ServiStar where it is today. They also deep dive into what it looks like to lead with purpose inside and outside of our great movement. It is our great pleasure to bring to you, the Tansley Stearns Anniversary podcast!
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