These aren’t just words that sound good. They represent the mantra of St. Louis Community Credit Union. It’s what we believe, and more importantly, it’s what we practice every single day.
As an example, we want to know when members have complaints, issues, concerns about who we are, what we do and why we elect to do things in a certain manner. We believe that our members care about our success, and as a result, when they voice their opinion, we are very, very appreciative. Most of the time, members praise our efforts and are appreciative for our commitment to their well-being. But when members take issue with us…well, we want to know that as well. When members share their opinions, we will listen intently. A solution is right around the corner.
Because the credit union is all about providing solutions, member concerns serve to “trigger” all of the staff to kick into “solve” mode. Members who share their concerns are a great asset. They allow us to show how much we care.
Accuracy is right at the top of the list of things important to members. That makes sense. Because St. Louis Community Credit Union has the responsibility as the caretaker of a member’s money, there should be a keen focus on getting it right. After all, it’s the member’s money.
We owe it to every member to be as technically proficient as possible. We must pay attention to detail and have a proficiency that is unrivaled. When we interact with a member in a discussion about what the best product is for them, or the action of completing their requested transaction, the member’s expectation is that we perform flawlessly.
As a result, St. Louis Community Credit Union employees work hard at eliminating errors. We take professional development and training seriously. Understanding the value that our products and services provide to our members is paramount. Paying close attention to what the member is asking and applying the right solution is at the top of our list. Accuracy goes far beyond putting a member’s deposit in the right account. Zero defects at every level is the goal…now and always.
What is the definition of good service? Unfortunately, in the world we live “good service” has been reduced to not much more than the consumer proudly proclaiming that “nobody got hurt.” True enough…the consumer experience is anything but an experience. A kind word to describe the latest interaction with a less than interested store clerk might be “blah.”
At St. Louis Community Credit Union, members give us their money. They entrust us with a prized possession…the hard earned means by which they intend to survive. Given the scope of such a trusting gesture, we believe they deserve much more than “blah.” “Good service” isn’t good enough either. Our members deserve GREAT SERVICE and that’s what they’ll receive.
GREAT SERVICE involves many things. But it is absolutely making the member aware of the many products and services we have that will allow for them to get more “bang for their buck.” The member expects us to let them know what we have to offer that can make their situation better. That’s just a piece of what we do that the members love. And we’ll keep doing it.
There’s nothing ordinary about what we do—unless, of course, you consider “helping people have the best possible life that they can have” as ordinary.
What we do is far from ordinary. We help to insure that our members get the home of their dreams through great mortgage products, service and rates. We help students get their college education. We provide the first car loan to those just getting started, and that dream car for those who find themselves a little later in life. Helping members take that special vacation or bringing Grandma home for the holidays are things we do, too. If you’re thinking “sounds like just getting a loan,” you would be missing the bigger picture.
It’s what comes with the loan that matters most. Great people who care and understand that making a loan is the work that we do, but improving a member’s life is the bigger reason we exist. Anyway…making dreams come true for our members is way more fun and, by the way, far from ordinary.