My first contact was Mary who was not only pleasant and “knew her stuff”, but she is a “get it done now” person. She got right on the phone to my insurance company to get the needed information so I wouldn’t have to deal with it later.
My next contact point was with Becky who is efficient but not “stuffy”. She too was pleasant and could multitask doing the necessary things and still banter back and forth with my dry sense of humor. What I really appreciated about her and her work is that she walked me through everything so I could approve what the imprint of my checks will be and she answered all my questions.
As a marketing professional and one who teaches Customer Service both to businesses and at Duluth Business University, I like to honor those who offer great customer service experiences. It is clear that this is a planned part of your organization’s culture; good job!
If I may, I’d like to suggest a few things, marketing wise. You have a wonderful “portfolio” of your services in the seating area and also at Becky’s desk, which I understand Becky had a hand in creating. This is great! That is an awesome marketing piece. My suggestion would be to have a smaller version created to use as a take along brochure for new clients. I asked Becky if she would copy a few pages for me and she did.
Next, you may consider creating an imprinted folder to hold all of these important papers I received, or at least, an imprinted paperclip (these are unique, and many people don’t know they exist!) and they add a very nice professional touch.
Finally, but not least in importance, is the writing instrument. All the while your client is signing things (however with today’s technology we write on an electronic signature pad), he or she can be using a pen with your imprint (preferably emblazed with your mission statement as this is the initial contact with your business) and send the pen home with the new client!
Attached is the latest Navigator; a quarterly “idea piece” offering savings on imprinted promotional items I offer through my company AD KING LLC partnered with Newton Manufacturing. If I may be of service in any way with the marketing suggestions above, please contact me. I would like to offer a free or reduced priced entry to one of my future marketing seminars to one or two marketing people in your firm at your request. I am also expressing my gratitude for your fine customer service in my blogs on the Internet and will comment on many of the online “yellow page” type listings on the Internet as my way of “thanks” for a job well done; bravo!
Please extend my thanks to both Mary and Becky for making this first experience both positive and enjoyable!
Terry (Ter) Scott
Bricks to Clicks Consultant
AD KING LLC
Would you like to experience the same great customer service? Members Cooperative Credit Union has several locations however, you'll find both Mary and Becky at the main branch: 101 14th Street, Cloquet, MN 55720 (218) 625-8500