My kids just started back to school. One great service offered by the school was the option to have the schools supplies delivered to the room using a service called Toolbox. Parents wouldn't have to look at various stores for the hard to find green pens or metal compass. All would be waiting at the child's desk the first day of school. Did our family use this service? No way! Why? It wasn't too expensive. It was from a reputable firm. And it was guaranteed. The number one reason, our kids wanted to have a choice. My oldest son's fear was he would get a purple folder instead of red folder. My other kids just wanted to shop for their school supplies and didn't want to miss that fun. (My wife might have a different idea about the fun level.)
How does this apply to members and credit unions? We often make something easier and then wonder why our members don't chose it. For example, we give them Internet loan applications but they prefer to call or visit the branch. Maybe they just like the comfort of talking to someone when getting a loan. Maybe they are afraid they will get the "purple folder" of loan applications...denial. Or maybe they just like talking to their favorite loan officer when getting a loan. They say beauty is in the eye of the beholder and maybe easier is in the eye of the beholder too.
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