Vigorously Protecting Service

Isn't it really easy to let member service standards slip only slightly? Members are so unreasonable sometimes right? That thinking can send you on a downward spiral that is not easy to recover from. And the thing is, it can happen so easily and seemingly innocently that you don't even notice it. I am not sure if it is happening at my credit union or not. I have noticed a few instances where our actions are not up to our previous culture of exceeding member service expectations. What did I do? I personally stepped in to make sure that we went out of our way to meet the member and not blame the member. What if I hadn't heard about these situations? That is why we need to protect our level of service. It is so easy to let it slip, especially as you grow and new people join your organization.