Glatt Consulting’s Tom Glatt, Jr. authored a CUinsight web article titled What is Service? Do You Know? The article appears in CUinsight’s online CU Community section, and covers the importance of having a clear organizational definition of service.
“A commonly-referenced description of credit unions states that credit unions are “not for profit, but for service.” With that thought in mind, allow me to reflect on a credit union planning session I facilitated a couple of years ago. Session participants, a mixture of board members and senior executives, were fixated on service. They kept saying that the value the credit union should work to maximize was its service value. “We need to be better at service!” they would say. This went on for some time until finally the CEO asked, somewhat exasperatedly, “What is service!?” What a great question.”
The full text of the article can be found on cuinsight.com.
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