Flying back from the FORUM planning retreat thru Phoenix. I had a little time to wander the airport before my flight so I decided to get a little exercise and walk to each terminal. All of the US Airways sets of gates had young individuals selling the US Airways miles program...selling would be a mild term. I was nearly accosted three times so they could give me their pitch. Hey, nothing against them making their sales goals but after saying no three times, I think I have been pitched enough. I know that most people wouldn't be "hit" as many times as me but it made me think about the experience our members recieve at the branch. How many times are they "pitched" a product or service and are tired of it? Doesn't a better communication tracking mechanism need to be in place? I think yes. FORUM Solutions is developing for us just such a product that will help us avoid this horrible experience. Roundabout is what we are calling it and I was excited before about but after today's experience, I am now passionate about our use of it.
PS Steve Williams rocks as a facilitator for board planning. More on that on another post as I debrief from a very good and thought provoking three days of planning.
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