Category Archives: Credit Union Kindness

12 Lessons Learned from #IntegrityCoaching

This morning I attended the graduating class for our Integrity coaching program @ConsumersCU.  

Michele, Julie, Aashna, Carmela, Lori, Stephanie all presented their learnings from the 2 month program.  I went through Integrity Coaching when I began 5 years ago and it was awesome to re-engage with the steps that build and reinforce leadership skills.

 There are bookends to the 5 Integrity Coaching steps:  Planning for the Coaching and Follow-Up/Accountability must wrap around each of the steps below: 

•Ask

•Listen

•Coach

•Praise

•Challenge


Graduates today focused on their greatest take aways from each step of Integrity Coaching. 

1) Listen without judging.   Strengthen your  leadership skills by opening up and listening.  

2) Ask open-ended follow up questions versus telling someone what you think they could or should do.  
3) The best way to help someone change their behavior is to understand it first.

4) Reward behavior you like to see in your team.

5) Delegation is a critical part of leadership skills. Allow others to learn and follow your lead, then let them take the lead themselves.

6) Leadership is a work in progress. We all need to work daily to enhance our leadership skills. 

7)  Say the word ‘challenge‘ when coaching.  “I challenge you to …. I challenge myself to….”  (And then hold yourself and other accountable) 

8) Know that leadership is challenging in itself. Work to make each day a great one and learn from the past.  

9)  Make time to be involved and present with your team.  Roll up your sleeves

10) Coaching doesn’t have to be formal.  Practice  “in the moment” coaching style. 

11) Create an agenda for every coaching session including Ask | Listen | Coach | Praise | Challenge

12) Tell your team when they do great things. Don’t be shy.  It makes encouraging improvements easier.
Integrity Coaching is a part of our learning at Consumers Credit Union.  The title explains the results. When you coach with integrity everyone wins.

This Rose Smells of GREAT Customer Service!

It begins with jewelry.  Jewelry is my friend and I like to keep mine in good shape all the while being a bit tough on my prime pieces.  When I began with Consumers Credit Union there was a tiny yellow house located near our office with a sign out front  – Rose Jewelers.

A smile as genuine as his service!
A smile as genuine as his service!

I walked into the jewelry store to meet Jim.  This was nearly 3 years ago and he was not feeling well.  Despite being under the weather, he treated me with kindness and I was amazed at his skills and his care (and his repair prices were right up my alley too!)

He asked about me, since I was a new face, and I explained I was the new Chief Marketing Officer of Consumers Credit Union.  Jim then beamed and said , “I was just thinking of switching to your bank, because I’m fed up with fees.”

I immediately took his card and said our business services team would be in touch.  Fast Forward 3 years and a few visits later  (Thanks hubby Rob for always keeping me in BLING) I stop by today to drop a few pieces off for repair.   Jim smiles and we chat a bit about vacation and how his life is going.  I thank him for his quick and painless service to my pocketbook.  He laughed and mentioned a woman who was in the month before and this is his story:

A woman came in to Rose Jewelers during a snow storm and  was charged $10.00 for a repair.   She pulled cash out of her pocket she was dismayed to only find $8.00 in her pocket.  She exclaimed, “Jim I know I had a $20!”  He said – no worries catch me next time and took the $8.00.     Last week the snow melted (finally) in Michigan.  Jim was walking to his truck after work and there on the ground was a $20.00 bill.   Jim went back into the store and called his customer to let her know he found her $20.00! He told her to come and get it! 

Once Jim told me this I grinned ear to ear.  I said, “Jim – that’s why you are such a valued member! You live and breath customer service – you are our member/owner and we thrive on your integrity!”

There are so many “Jim’s” out there!  To all of you who are touched by our member service teams every day, tell us your stories.  Let us know through Success@ConsumersCU.org how customer service has impacted your life or how YOU have made a difference in others lives.

We all can make someone’s day a bit brighter.  It may not be that exact day, it may be a month later when the snow melts , but we CAN brighten a person’s day just by taking that one extra step of servant leadership.