How to screw your members (and get away with it)

first_img 99SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Bo McDonald Bo McDonald is president of Your Marketing Co. A marketing firm that started serving credit unions nearly a decade ago, offering a wide range of services including web design, branding, … Web: Details How was your last visit to the DMV? Did you walk right in, waltz up to an open window, renew your license, and leave within five minutes? How about your trip to the prescription counter at your neighborhood drugstore? If you did, please forward me your secret. Forbes magazine lists shoddy customer service as #6 in the top ten of consumer complaints.You may not mean to screw your members.  In fact, you probably want just the opposite. But when you turn a blind eye to service standards and focus on growth despite poor service, that’s exactly what you’re doing. Your members have made a conscious decision: “Hey, I’m going to trust you with my hard-earned paycheck. I’m even going to do one of the most vulnerable things a human can do—share my finances with you—so I can borrow some of your money.”What do they often get in return? A loan officer who can’t be bothered to return a phone call. A teller who is too busy snapchatting. A team leader who is too task saturated to recognize there’s a problem with either one of those scenarios. How’s that for a “thank you” to those members who have chosen you above any of the dozen options within a few miles of your branch?Businesses are losing $62 billion per year due to poor customer service. (To put it in context, that’s up $20 billion since 2013 or a 210% increase in just four years.) Here’s some additional perspective for you:If a member follows up multiple times regarding the same issue, this is often considered “multiple problems” because it takes separate amounts of time to contact support and get a resolution.Bad service enables small single problems to turn into multiple larger issues. Too often the opportunity to fix the initial issue is missed. The risk of members leaving is already scary enough, but a large base of price sensitive (read: I’m totally in this for myself) mass transit to another financial institution is a given.When I was a radio DJ, statistics showed that no more than 2% of your listeners would pick up the phone and call in. The same holds true for unhappy members. Most of your members won’t bother contacting you when they run into an issue. Instead, they’ll sit in silence, holding a grudge. To make matters worse, they will not even consider you the next time they need a loan.A recent survey done by American Express found that while 46% of Americans say they always tell others about good service experiences, more people say they talk about poor service. In fact, 60% said they always share the bad experience. Plus, they tell nearly three times as many people. Good news: You’re getting that coveted “word of mouth marketing” for free. Bad news: It may be costing you dearly.What’s the true cost of turning a blind eye to poor service?86% of consumers said they’ve quit doing business with a company due to a bad customer experience.51% of consumers admitted they’d only try to contact support once before giving up on a purchase.When asked about why they’d given up on a company’s customer support, 73% of customers cited incompetent (and rude) replies as their primary reason.Loyal customers are cheaper to retain and are willing to spend more. 78% of them will recommend your product to others after a great experience.Think you’re doing great when it comes to service? While 80% of companies believe they provide a “superior customer experience,” only 8% of customers agreed.My advice is this: before you start budgeting for marketing in 2018, understand how much opportunity might be lost due to poor service. Does your member experience truly live up to what you think the experience is? So much focus is being put on growth at credit unions that current members are being overlooked. “But we already have them!” Yup. But do you have all of their business? Could you be earning more by treating them well and asking for additional ways to serve? Remember, you’re serving a member, not a life sentence. Learn how to enjoy your work.last_img read more

‘I’m at peace, I’m ready to roll’ – Isaac Dogboe confident ahead of return to the ring tonight

first_imgGhanaian boxer, Isaac Dogboe, believes he is in the right shape physically and spiritually as he looks to return to the ring with a win later tonight.Dogboe faces American, Chris Avalos in a featherweight bout as he hopes to recover from his two losses against Emmanuel Navarrete.Dogboe’s two very high profile losses led to a short break from the sport but he returns to take on Avalos in a featherweight fight at the MGM Grand in Las Vegas.There’s a lot of pressure on Isaac Dogboe to beat Avalos tonight as, despite his impressive 20-0-2 record, he has lost his last two fights.A third straight loss might raise serious doubts about whether the young boxer can ever recover his form.Navarrete beat Isaac Dogboe again in their rematch in 2019Dogboe, who has been training with Barry Hunter after his father, Paul Dogboe came in for a lot of criticism after his last bout, expressed his confidence ahead of the fight.“Right now I feel great, I’ve been with Barry since December of last year,” said Dogboe.“He’s seen me go through the process and everything, and I feel great. I feel great mentally, physically and spiritually. So right now I’m at peace, I’m just ready to roll. I can’t wait to get back in the ring.”Dogboe says his faith has kept him going despite the recent disappointments and will continue to drive him on.“It’s in my nature, I believe in faith. And I believe faith is what drives me. You might see confidence — but I see faith.”Barry Hunter at Lamont Peterson workout on March 26, 2015 at Bald Eagle Recreation Center in Washington DC. Photo by Delane Rouse/Rouse Photography GroupHunter praised Dogboe’s work ethic and his willingness to learn and regain his confidence.“That’s going to be key. Skillwise, yes, he can fight, but it’s like a baseball player who could’ve been a legend but got hit with a beanball. And then every time he stepped up to bat, he’s scared, or he flinches.”Dogboe was on a rapid rise in the sport before his losses to Navarrete and will hope to recover that winning feeling tonight.He definitely has to support of Ghanaians in this regard with Sports Minister, Isaac Asiamah wishing Dogboe well ahead of the bout, saying the boxer had learnt lessons from his losses to Navarette and will return stronger against Avalos.“Even though Isaac Dogboe lost the last two fights against Emmanuel Navarrete, ‘the royal storm’ has shown a lot of tenacity to return to the ring for a featherweight title and has learnt all the lessons to overturn his defeat.”“Ghanaians are very confident that Dogboe will come out victorious in this encounter and make Ghana proud after the bout.”last_img read more

LA Dodgers fall to Arizona, lose ground in National League West

first_imgLOS ANGELES >> The last time the Dodgers lost ground in the National League West before this weekend, Hyun-Jin Ryu was healthy and neither major political party had nominated a presidential candidate.That was on July 7, but a lot can happen in 24 days.It just so happened that the Dodgers didn’t lose on a day the San Francisco Giants won until Saturday, when the Arizona Diamondbacks beat the Dodgers 4-2 before an announced crowd of 49,540 at Dodger Stadium.A solo home run by Joc Pederson in the ninth inning was too little, too late. The Giants’ win over the Washington Nationals earlier in the day restored their lead in the division to two games. “We got all of August and all of September,” Dodgers outfielder Scott Van Slyke said. “A lot can happen.”To that end, the non-waiver trade deadline is a good place to start. Even including Saturday’s loss, the Dodgers have gained six games in the standings in little more than a month. Yet by 1 p.m. Pacific Time Monday, their roster could look very different.Manager Dave Roberts said he’s planning to start Yasiel Puig in the series finale Sunday, in spite of a lingering hamstring injury that nearly put the right fielder on the disabled list and trade discussions that could send him to another team. Puig last started July 22 in St. Louis. He’s had only one plate appearance since.Puig appeared to be an option off the Dodgers’ bench Saturday. But when the pitcher’s spot in the batting order came around in the eighth inning, Roberts opted to use Chris Taylor instead.“Yasiel didn’t take batting practice on the field today,” Roberts said, explaining his decision. “Chris was out there, and just watching him I felt good that he could get us a hit right there.” Asked why he didn’t take batting practice on the field, Puig declined to answer.“I’m not answering anything right now,” he said through an interpreter.A Dodgers spokesperson said that Puig was getting treatment during batting practice. Roberts was aware of the reason behind Puig’s absence.Dodgers starter Scott Kazmir struggled early and dominated late in losing his first game since May 9.Kazmir threw three straight fastballs over the plate to the game’s first batter, Jean Segura. Segura sent the last pitch over the left-field fence for a solo home run.Ahead 1-0, the Diamondbacks used three doubles to score twice in the second inning. Segura contributed the last of the three doubles. He finished 2 for 3 with two RBIs. Kazmir, who enjoyed a 4-0 lead two innings into his previous start, suddenly found himself on the wrong end of a 3-0 score.Unhappy beginnings are not unusual for the veteran left-hander. He’s allowed 19 runs in 21 first innings this season. Kazmir has made a habit of finishing stronger than he begins.On this day, Kazmir was mixing velocity better as the game went along. He was sitting 87-92 in the first inning with his fastball and cutter; by the sixth inning he was in the 87-94 range.Rather than velocity, Kazmir said, “it’s more location than anything. … I think that’s what makes me successful.”Roberts allowed Kazmir to begin the seventh inning with 99 pitches. With one out, pinch-hitter Phil Gosselin dumped a double down the right-field line. Gosselin was originally called out by second base umpire Ryan Blakney, but the Diamondbacks challenged and the call was overturned.Pedro Baez relieved Kazmir and promptly hit Segura with a pitch. The next batter, Brandon Drury, singled to score Gosselin with the game’s fourth run.The Dodgers answered in the bottom of the seventh inning on an RBI single by Van Slyke to drive in Andrew Toles. Pederson’s 15th home run of the season was a no-doubt blast to right field against Barrett.Dodgers shortstop Corey Seager went 1 for 4 with a double. His 30th double of the season tied Eric Karros for the team record by a rookie.center_img Newsroom GuidelinesNews TipsContact UsReport an Errorlast_img read more