The P.A.

A weekly address from Patrick Adams,
President of St. Louis Community Credit Union

You Should Know What We Don’t Know

On February 16th, 2010, posted in: Uncategorized by 1 Comment

Under the heading of “great service,” it is important to understand “what we don’t do.”  That sounds nonsensical.  Isn’t “great service” and “what we don’t do” a dichotomy of terms?  I think not.  In fact, I think the exact opposite holds true.  By knowing “what we don’t do” eliminates confusion, frustration and the misunderstanding that happens between us and our members.

Just to insure even more understanding, not only are there “things we don’t do,” there are also “things we don’t know.”  It’s not often you will hear a credit union guy readily admit that we don’t know certain things, but you know what?  We’re different, and we’ll do whatever it takes to make our relationship with our members the absolute best it can possibly be – and that includes the admission to “what we don’t know.”

So here goes…

We don’t know your balance.  Only you know your true balance.  Sure, we know the amount in your account, but that doesn’t account for checks or debit card transactions that have yet to clear.  Only you know your balance.

Along those same lines, we don’t know what checks or debit card transactions you have outstanding.  Keep thorough records of what you’ve spent – we don’t.  We keep track of what clears or attempts to clear, but we don’t know what you’ve written.

Some more on the subject of checks and debit card transactions: We don’t know when they will be presented to clear your account.  If you don’t keep records of what’s outstanding, we have no clue.

We don’t charge insufficient fund fees or overdraft fees if your account stays positive.  If items clear that draw your account negative, we will charge a fee.

We don’t clear checks all day long.  If checks haven’t cleared your account by 9:00 a.m. (when we open), then they will not clear during the work day.  There is no need for you to call or go into home banking many times during the day – check the next day.

We don’t balance your account – that’s your responsibility.  Remember, we have no clue what you’re doing out there.

We don’t know or have any control over what the merchants send through the system to debit your account.  We do, however, have an obligation to process whatever they send through.  It doesn’t happen very often, but they (the merchant) do make mistakes on occasion.  When there is a mistake, you must take it up with merchant.  It’s their error and they should refund fees related to their error.

Just some thoughts to make our relationship the very best it can be.

One Response to “You Should Know What We Don’t Know”

Leave a Reply