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        We performed an interesting exercise at a recent staff meeting that opened our eyes a bit with regards to member  service.  In looking at our member transactions on a monthly basis we discovered the following:

  • We process 57,000 ACH transactions every month (direct deposits, automated payments, etc).
  • We process 96,000 debit card transactions every month.
  • We process 15,000 credit card transactions every month.
  • We process 5500 ATM transactions every month. 

     

    That’s almost 175,000 transactions every month that we handle, all done in a timely, accurate, and efficient manner.  How many in-person or over-the-phone interactions do we have with our members?  100 per day?  200 at most?  No matter the number, it’s a tiny fraction of our total transaction processing – somewhere around 1%. Yet it’s that tiny fraction that matters.

    That 1% is our opportunity to show the difference in dealing with GECU versus our competitors.  You can get a debit or credit card from any institution, and set up direct deposit and automatic payments, also.  And for the most part, those transactions will also be handled accurately.  But what if there is an issue?  Or you need to deal with someone in person?  That 1% is where we shine, and where we know we can make a difference.  When you call GECU, there’s no automated menu to navigate.  There aren’t 10 minutes of waiting on hold.  You get a member service rep right away, who can assist you or get you to the right person who can help.  When you come in the door, you should feel like the valued member-owner that you are, greeted with a smile and eagerness to assist. 

    As our world becomes more automated, these interactions are becoming fewer.  But I would argue this makes these opportunities even more important.  It’s our chance to show you why we’re different, and frankly, better than almost any institution out there.  You already know we offer better rates, on both loans and savings products, and charge fewer and lower fees.  We know we can improve your financial well-being by being a member of GECU.   But while that is important, that 1% is even more critical.  We hope you agree, and if so, spread the word to your coworkers and family members.  Let them see the difference a focus on the 1% can make.