CUJ Reader Question: How can I get our senior management team to accept casual Fridays?
Kelley: If you think of some way, please let me know. Roger, can we have casual Fridays? Or even just Tuesdays between 2 and 3 p.m. How about "dress up" Fridays? Or fun hat Thursdays?
Roger: We deliver financial services not refrigerators. If members see us as too casual then we give the image we handle finances in a casual way. I like the idea of "dress up" Fridays, but knowing you it somehow involves pink tutus or funky socks. Tan is casual, black suits are "dress up." I believe that credit unions gain respect and confidence when staff are dressed prepared to deliver. Professional business needs a professional look. And by the way, not every one on staff will understand casual. Professional dress is a rather universal component.
CUJ Reader Question: It's the end of the year and I have no budget left, yet we are still not hitting our membership goals. What are no-cost ways to get in new members?
Kelley: Kidnap your CFO's favorite calculator and hold it for ransom until he forks over the funds to allow you to do an end of the year promotion in style. If that doesn't work, give your staff the incentive of an hour of paid time off for every member they bring in. Arm them with brochures and a script to talk it up at PTA meetings, civic functions and at church. Make a game of it, and expense the prize next year when budgets refresh. Do the same with evangelistic members, SEG and community contacts.
Roger: CEOs have trouble not understanding why everyone wouldn't want to join a credit union. Most of us remember how easy it was to "spread the word" when our potential was confined to one major employer. This new world of potential members walking the grounds like chickens in a courtyard is hard to imagine. I guess it takes a good marketer to understand how to communicate in the midst of chaos. In my day, people joined credit unions merely because CEOs told them to.
CUJ Reader Question: How do I stop the annoying phone calls from vendors whom I don't want to talk to? The constant interruption really prevents me from getting any real work done?
Kelley: Tell the annoying vendors that you have no authority to make such a decision. Then, transfer the annoying caller directly to your CEO. Seriously, be patient with our vendor friends. A simple, "not now" or "no thanks" usually works. Or simply choose to have fun with the caller. Ask thought-probing questions like, "If my credit union were a TV drama, what role would your company play?" I bet your conversations would be much more engaging (and entertaining). Then, just be thankful that cold calling isn't in your job description.
Roger: Offer to have information sent first, then tell them you will call them back if you are interested. If I call you first, then I'll talk.
