“Remember then that there is only one important time, and that time is now. The most important one is always the one you are with. And the most important thing is to do good for the one who is standing at your side.”
—John Muth, from his children’s book “The Three Questions”
I got “secret shopped” a few weeks ago by a shared branching member. The report was good and I am very grateful for their kind responses to questions about my performance on the job.
Reading through the report, one question especially stuck out in my mind: “Did you have the Member Service Representative’s full attention throughout the transaction?”
I got a “yes” on this one, but it gave me pause…is this always true?
Our presence is, I believe, one of the greatest gifts that we can give to our members and one of the surest ways to stand out among all of the financial institutions from which our members can choose.
Because how often in the course of a person’s day does someone really listen to them? Ask them how they are and wait for a response? Thank them for coming in and doing business? Really give them their full attention?
I would bet for most people the answer is: not often.
We live in a world where multi-tasking is not just a value, it is practically a requirement. Our computers, our cell phones, even our cars are designed to allow us to multi-task. (Even our kids can get in on the action, watching a movie while riding to Grandma’s house at the same time they are enjoying a handful of fish crackers and a nice juice box from the cup holder in their car seat.)
Giving someone our presence is indeed a rare and undervalued gift and I am proud to know that this gift is valued enough at Verity that I am being graded on my ability to deliver it each and every day to each and every member.
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