I was given a communication from a member who could communicate solely via snail mail. The member was trying to get their accounts straightened out on their own and it wasn’t going well. I started by writing a simple letter. The member had no friends or family that could help with their finances. They had tried in the past, but the people who were supposed to be helping were stealing from the member and putting their finances in jeopardy.
By setting the foundation to build a relationship with the member, we were able to get their accounts straightened out. The member continues to use our credit union now as their trusted financial institution and is truly appreciative of our help. The member wrote “You have helped so much through service and have enhanced me financially throughout your time at the Member Service Department. I would like to say thank you so much, you have brought great joy & achievement in my life even through my unfortunate circumstances.” Those words hang above my desk, and I see them every day.
This goes to show that taking the time to show some simple kindness and attention can make a huge difference and build a strong member relationship for life!
This story was submitted on behalf of Heather Damato, Compliance Analyst, Riverfront Federal Credit Union.
