Has this ever happened to you?
I was using my web browser and noticed it behave in a way that seemed odd. Sure, I could have thought, “you silly computer” and continued on with my day. But I’m a geek, remember? So, I reported it directly to Apple. Turns out, the behavior was an unreported security issue. Do you use a Mac? Take a look at your recent Safari update details. Who do you see credited in that second bullet point?
Fast forward to the day that update was released. Many sites presented the changes, both visible and under the hood. While I was getting the computer back up-and-running, I noticed a change to the way it reported RAM being used. Oh, that’s not something you’d typically check? 😉 Once again, I could have said, “I’m sure someone else will pick up on it.” Instead, I wrote to the leading Apple reporting site online with a screenshot of the change. Not an hour later, they updated their article, visible to millions of visitors, with my comments and screenshot.
A difference was made.
Even though we’re all geeks in something, I’m not suggesting bug-hunting as a new staff strategy. But what about a staff member who notices a typo in a new marketing piece? Or a member stuck in a service loop? Do they feel empowered to speak out? How about places where it’s more subtle? Imagine your phone system. It has a recording for members, and may change depending on promotions or season. Say a staff member hears an old loan offer being discussed on the recording: “Not my department. Obviously, someone else already knows about it. I don’t want to be a bother.”
No matter your position, you are valuable. From the member who points out a slow drip in the branch bathroom to an MSR who informs management about a bug in the system, that voice made a difference. It might be substantial, saving your credit union large amounts of time and money. Or, the comment may spawn a small improvement, making the member experience just that little bit better.
Speaking out is scary. Why? We put ourselves out there. And we might be wrong. That’s ok. Create a culture of inclusiveness amongst your friends, family, and workplace. Whether above or below you on the “corporate ladder”, value that input! It won’t all be amazing, but sometimes, a bug will be found, a security vulnerability will be discovered, and a better member experience will be identified!
Image credit: http://stuffpoint.com/the-simpsons/image/92012-the-simpsons-speak-up.gif