When longtime member Lesha came into my office, she was focused on getting preapproved for her next auto purchase. As we talked through what she was looking for and what she hoped to spend, I did what I try to do with every member: slow down the conversation and really listen.
While we were chatting and catching up, Lesha shared that she was hoping to start home renovations soon, but she was worried about how expensive it was going to be. That changed the conversation. Instead of stopping at the auto preapproval, I asked a few more questions and walked her through different options that could support both goals. I explained how she could keep her auto shopping flexible with an open preapproval while also using a low rate line of credit to cover her home improvements. My goal wasn’t just to approve something. I wanted to make sure she understood her options and felt confident in her decisions.
Lesha left my office knowing exactly what she had, how it worked, and why it made sense for her situation. Moments like this remind me why these conversations matter. By listening beyond the initial request and taking the time to explain and guide, I was able to help a member move forward with confidence, and reinforce BR Telco as her trusted financial partner.
This story was submitted by Angela Fontenot, Financial Services Officer, Baton Rouge Telco FCU.
