“Hire for attitude, train for skill,” is a workplace saying that has existed for decades. Its premise is simple: Attitude creates opportunities for success; skills complete the tasks to implement the opportunity. As frontline leaders, your mindset paves the way to deliver exceptional service for your members. Below are ten attitude skills that everyone can put to work, effortlessly, right away.
- Being on time. For your shift, from your lunch break, and at every meeting with a member. Timeliness shows that others’ schedules are just as important (if not more) than our own.
- Work ethic. Your credit union’s success didn’t happen overnight; it occurred one member at a time. Your commitment to hard work, every moment and member, is the key to success.
- Effort. Often, you’re asked to do something new; and, it can be frightening because of the fear of failing. The best way to overcome this fear? Act. You’ll learn, succeed, and get better.
- Body language. A smile, “good morning,” handshake, and open posture creates a welcoming atmosphere. It says, “I’m glad you stopped by. How can I make your day better?”
- Energy. Stand when you meet a member; find a way to add value to a conversation; and, take a genuine interest in another person. You’ll find new ways to win and have fun in the process.
- Attitude. If you believe a transaction will be a hassle, that transaction will be a hassle. If you believe a great experience is yours to own, your outlook will create that great experience.
- Passion. You get to help members put more money into their lifestyles. Knowing that you help create big and small differences can put zeal into the mix of daily opportunities to win.
- Being coachable. Admit it: you don’t know it all, but it would be nice to keeping growing your expertise at your job. Ask your manager where you can get better and act on the advice.
- Doing extra. Some days, you’re so efficient that you might find an extra thirty minutes left in the day. Take initiative and lend a hand to a colleague who could use your help and support.
- Being prepared. Keep your work organized, study up on products, and stick to one task at a time. Your efficiency, knowledge, and focus will be top quality – and members will love it.
JC Penney said, “The friendly smile and the word of greeting are certainly something fleeting and seemingly insubstantial…But they work for good beyond your power to measure their influence.” You have countless opportunities each day to create positive experiences for members and lasting impressions of your credit union. It begins with attitude, continues with exceptional service, and peaks with lasting success – for your members, credit union, and professional development.
© 2017 by Jeff Rendel. All rights reserved.
Jeff Rendel, Certified Speaking Professional and President of Rising Above Enterprises, works with credit unions that want entrepreneurial results in leadership, sales, and strategy. Each year, he addresses and facilitates for more than 100 credit unions and their business partners.
Contact: jeff@jeffrendel.com; www.jeffrendel.com; 951.340.3770.