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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 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.


Monkey See, Monkey Do. If Marketing is so Easy a Monkey Could Do It.

The email started off like this:  

“Dear whoever designed your web site.  Are you a bunch of gorillas running the zoo over there?”


When we work day to day in the “zoo” (Literally I work in Kalamazoo) the day to day can sometimes get in the way.  Deadlines. Meetings. Phone Calls. Texts. Planning.   We all have the daily grind and that grind can come to a screeching halt when a customer beats their chest in dissatisfaction. 

The qImageuestion is – THEN what do you do?  You can do one of two things.

1) The customer is wrong.  I’m right. I’ll make sure the customer knows that.

2) The customer is spot on.  My pride needs to take a hit. I need to reach out to see how to ease my customer’s pain.

In the case of a web issue we have become a society of immediate response. Almost 50% of people now say they expect a response from an inquiry in 60 minutes. Over 50% expect the same response time during business hours as nights and weekends.*

When the “do you work in a zoo” email came into our system we had an alert set up so we could respond quickly.  Within 15 Minutes our social media coordinator learned the individual was having a difficult time signing up to online banking for the first time.   She sent educational tutorials and a step by step video on what you need and how to sign up quickly to online banking.

She did this at 9:10 PM EST. 

There isn’t anyone who wants to hear that a service or product you bring to the table isn’t receiving glowing remarks or high interest.  It’s what you DO learn from your customer frustrations and how you ease their pain that matters.  How can you take steps to ensure the frustrations stop with that one person.

Marketing is like a ripe banana.  It looks so pretty on the outside.  You must peel away the outside layers to see the ripe fruit of work going on that is based on research and planning.  If you strip away the peel to find a center unripe, your peel will fall on the floor and a customer just may step on it.  If she does, she may slip and fall, breaking a loyal relationship.  Or, she may email you at 9:00 PM at night calling you and your team a bunch of monkeys.

•Is your “peel” thick enough to stand the criticism?              

•Can you clean up the messes that you may not even know are there?

•Can you learn from those messes and then teach others the steps to not have to “clean-up” over and over again?  

If the answer to the above questions are yes, then I have your ticket for entry to the most fabulous zoo in the world.  It’s the zany zoo of marketing.  Step Right Up.