Originally published on CUInsight.com
Imagine a room filled with your members. All of them. Ones who have made your credit union their primary financial institution and those who hardly know you exist. Offer each a blank index card.
A third grade teacher in Denver did this exercise with her students. What was asked of them? To write down what they wished their teacher knew about their lives. They could add their name or leave it anonymous.
Surprising truths flowed. One explained how homework was challenging because they didn’t have pencils at home. Another lamented delays in getting their mom’s signature on school forms because they didn’t see her often.
It was a moving exercise, and offered valuable, if heartbreaking, advice to the teacher.
Before getting back to the credit union talk, let’s make it clear: Teachers like her are doing important work and should be recognized/compensated as such.
Do you see how this exercise could be of value for your credit union? If you handed out index cards to all your members, what would be written?
When I’m teaching martial arts classes, I often ask a student what someone will do if they use a certain move. “I don’t know,” is a fair answer. How can you be sure of their reaction? Well, you do that technique, and see their response!
What will your members wish you knew? Well, you ask! We read articles daily about how to connect with Millenials and Gen Z. Like everyone else, they all want a say. They want a deliberate effort to engage, not a new promotion or product.
Connect and learn. What if it became an industry effort? Say, using social media under the hashtag #OurMembersWish. Now that’s @asmarterchoice I can support.
There’s a fantastic TED Talk describing one way to get into a mission, rather than product, centric, mode of thinking with a process called Golden Circle. You’ll recognize it in use with companies like Apple and Harley Davidson, in the engineers of SpaceX, as well as every non-profit you know.
The index cards? Yeah, they’re in that supply closet, just down the hall. Grab a bunch.