BE YOU.
People can usually tell whether you are putting on an act or being genuine. And nobody is better at being you than… well, you! Find what makes your credit union unique, cultivate it, and celebrate it. Help your employees understand this unique story and make it their own.
USE YOUR INSIDE VOICE.
Good internal communication is crucial to the success of your internal culture. It’s the difference between functioning like a herd of cats versus a school of fish. When your employees understand and believe in the culture, their customer service will make sure your members understand and believe too.
SHARE THE LOVE.
Cultures that recognize the contributions of employees will be stronger, truer, and longer-lasting than cultures where behavior is forced by top-down decrees. If leaders and employees don’t have a strong sense of team, it can undermine your culture very quickly. Employees who feel the love are more likely to inspire similar feelings among your members.
WALK YOUR TALK.
Remember that actions speak louder than words. Every interaction (no matter how small) is an opportunity to affirm your brand in the eyes of your employees and members. Your brand is a promise you make to your members; your culture is how your employee team lives, breathes, and delivers on that promise.
IT'S A MARATHON, NOT A SPRINT.
Your culture is your credit union’s personality, not its wardrobe. A strong culture endures over time, responding to changes in environment with the steadiness of self-awareness. Evolution is a natural and healthy trait of organizational culture; chasing fads is not. Customers seek long-term relationships with brands they know they can trust throughout the test of time.
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