By Lucy Roidt
A highlight of this month's Alabama Council meeting was the presentation by Jeff Hargett, corporate director of learning and content delivery for Ritz Carlton. He did a fantastic job providing tips for great credit union service based on the culture at Ritz Carlton.
Some highlights of Jeff’s presentation:
- Treat co workers with respect.
- Employees who are engaged do a better job--they don’t "just" show up to work.
- All employees make mistakes and that’s OK so long as they learn from those mistakes.
- Customers want resolution, so find out the answers and call them back.
- Culture is not one aspect of the game. It’s the game.
- You have the ability to show how to treat people with respect. Just do it.
- Good service requires discipline.
- There’s only one of me. That’s who I am.
- Let’s get our manners back right now!
- Some employees are like CAVE people: Continuously Against Virtually Everything!
- Excellent service begins in your heart.
- There needs to be more of a human contact with members and co-workers; e-mail, Twitter, Facebook, texting are appropriate at times but should never take the place of personal contact like a phone call.
- No company, person or business is perfect.
- The experience a potential member has will always be remembered. Make a commitment to provide good service.
- The Ritz Carlton motto is: "We are ladies and gentlemen serving ladies and gentlemen."
Lucy Roidt is CUES' executive education and councils manager.
