America’s Credit Union Conference
The Credit Union National Association has been holding America’s Credit Union Conference this week at the New York Hilton. It was my pleasure to be the speaker for one of the conference’s Thought Leader Sessions yesterday, June 30. The topic was “Contented Cows MOOVE Faster - Work is Contractual…Effort is Personal.”
In researching the Credit Union industry in preparation for the presentation, I learned some great examples of what Discretionary Effort (or OOMPH!, as we call it) looks like in a Credit Union.
It’s OOMPH! when…
- A member service representative arrives in the branch two hours early, because she can’t wait to get to work…not because there’s something at work that can’t wait.
- A lending officer takes loan documents to a member’s home, because she’s broken her leg, can’t drive for a month, and has no one to drive her to the credit union. Oh, and it’s really OOMPH! when he stops by the grocery store on the way, to pick up bread and milk for her.
- A teller balances her cash drawer at the end of the day, and is free to go home, but instead, stays to help a fellow teller who’s having trouble balancing.
What does OOMPH! look like where you work? Let us hear from you.
Richard Hadden is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and his co-author and business partner Bill Catlette, are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.
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