Jon Wu
From the IT Department

Individualize Service

Jon Wu on March 15th, 2007 8 Comments

I was reading a book in my leadership course at Verity University. The first thing I thought was, I better start marking this book with the little color sticky tabs to keep notes on questions I may have. By the time I finished the book, I ran out of sticky tabs. Yes, it was that good. Let me tell you why. I have been in the financial industry for nearly 8 years. Half of it was at one of the top three largest bank in the west coast and half with Verity Credit Union. I have been a teller, personal banker, business specialist, assistant manager, and information technology. There is a whole run through of positions that I have been in but the goal is still the same. I spent 8 years striving to give individualize service to everyone who approaches me with a service request or even a simple question. At the same time, I do my best to take their worries away while working on their issues. After reading this book about leadership and listening, I wanted to give the members or even others that are not part of the credit union an insight of the individualize services that Verity Credit Union have.

This book has illustrated a good point that Verity Credit Union strives to achieve for our members.

Southwest Airlines again stands out as the exception. Their flight attendants are experts in all the required safety procedures, but safety is not the point of their work. Fun is the point. Their passionate CEO, Herb Kelleher, instinctively empathized with air travelers. He realized that air travel is inevitably stressful. He knew that he would never be able to remove everyone’s fear and frustration. All he could do was encourage every one of his employees to make the flying experience as much fun as possible. Hence the songs, the jokes, the games, the coloring outside of the lines.” Kelleher’s intuition means that every Southwest employee is focused on the right outcome. (Buckingham and Coffman, 1999)

There are many employees at Verity Credit Union that I spend most of my day talking and helping them with issues or work enhancements. I feel like I know everyone here but not just myself. Everyone in the credit union is striving become part of this “right outcome”. Just like the example of book, Verity focus on creating individualized service with each member and give them the peace of mind that we will take care of their worries through great talent and listening.

-Flying Monkey

Jon Wu

No biography available for this author.

8 Responses

  1. Elaine Nelson says:

    What’s the name of the book?!

  2. Jon Wu says:

    Hi Elaine,
    The book is called, “First, Break All The Rules.” Written by Marcus Buckingham and Curt Coffman. Below is the link to amazon, where you can find it. I hope you enjoy the book. 🙂

    First Break All The Rules

  3. David says:

    This is a cry for help. Is there anyone out thier how will help a customer?

    I have had trouble accessing your website for over three weeks now. I go to the home page, input my username and password and then it says your site is encountering problems. It does not say my login in or password is wrong so I assume your having problems.

    When I call to get help no one can assist, and they say the system is working, and pretty much drop it there.

    I have tried everything, called microsoft, and HP, and it is not my system, and I don’t not have any problems with other secure sites, so it’s not that.

    Please help me access my account, and don’t send a rookie, i’ve been through that already. If you can’t help me, i’ll have to close an account that I have had for over 12 years, and don’t really want to do that.

  4. shari storm says:

    David – Please email me with your phone number and I will get someone from our IT Department to call you back. My email is

    Sorry that you are having trouble. We’ll do our best to figure out what it is.

  5. Jon says:

    Hi David,

    We just got done getting the site to work with your internet carrier. Your wife helped us tremendously and our team wants to thank you and Amy for your patience. We hope your experience with Verity will keep you as a member for many more years. Don’t hesitate to give us a call.

  6. David Rogers says:

    WOW, talk about service. THANK YOU for responding so quickly. No sooner did I post the blog and I got a call from your department. We missed the call, but my wife called first thing this morning, and at one time had five team members from Verity, and the internet carrier on a conference call. My wife also had me on the cell phone, and was relaying the information.

    I knew that there was a problem, but just couldn’t put my finger on it. Of course it figures it’s my internet carrier, thier cable tv service isn’t that good either…

    I’m sorry for such an urgent post, however I am very pleased with the service and I knew that you would come through. You always have, and I’m sure you will continue, as I plan on being a member for a long time.

    Special thanks to Amanda and John for their outstanding customer service support, and to the whole team for the great attitude and professionalism.

    It truley was individualized service at it’s best.

    Thanks Again David

  7. Jon says:

    Thank you for the wonderful comments. We are happy to hear that you will be part of Verity for a long time. 🙂

  8. Shari Storm says:

    David – thanks for taking the time to follow up your comment with that thank you note. What a great way to start the weekend!

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