By Robert H. Halleck The Member Isn't Always Right
You exist to serve members in the aggregate. That does not mean every squeaky wheel deserves grease. Members who verbally abuse your staff, ask for exceptions their balances or attitudes don't justify, or fail to use common sense should not be made whole or unduly enriched.
It's easy to be nice. I was an easy mark. I got tougher as the years went by after my fingers got burned more than once. I also would frequently make exceptions and later find I had failed to determine, or had not been told, the entire story. As time went on, the fewer exceptions I made, the better it was for my staff and for me.
I would expect all of you can tell me about exceptions granted that became the basis for future exceptions that left you shaking you head wondering what had happened. And, do not forget that three members saying they need a particular product or service does not always translate into a groundswell of demand from the rest of your member base.
Robert H. Halleck, who retired in 2002 from a 35-year financial services career, remains vicariously involved in the industry through his wife, a credit union CEO.
