The Credit Union Leadership Podcast: Recent Episodes
Mike Neill
This podcast is a podcast for credit union leaders who want to grow their teams. Mike Neill, Taylor Murray, and Scott Albrecht share what they learned from consulting with hundreds of credit unions.
Leadership has a way of humbling us. Many of us spend years chasing titles, promotions, and the resume job, only to discover that fulfillment is found somewhere else entirely. In this special campfire conversation of the Credit Union Leadership Podcast, Scott Anderle turns the microphone around and interviews co-host Scott Albrecht about the experiences that shaped his leadership philosophy. From health challenges and career pivots to discovering his purpose in training and development, Scott shares why authenticity matters more than titles and why the best leaders focus on replacing ineffective behaviors with effective ones. If you want to lead with greater purpose, build stronger relationships, and create lasting impact, this episode is for you.
In this episode we talk about and answer these questions:
- Why do titles and career achievements often fail to create lasting happiness?
- How can leaders discover opportunities to live out their purpose in any role?
- What does it mean to replace ineffective behaviors with effective ones?
- Why are confidence, competence, and collaboration essential for leadership success?
- What lessons have five years of podcast conversations taught us about great leaders?
- Why do the stories behind the leader often matter more than the strategies they share?
Click Here to Submit Your Questions
Links from show:
Coaching for Performance Workshop
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Credit unions exist to improve the financial lives of members and communities. Yet membership growth across the movement continues to slow while lending competition increases. In this Winning Strategies webinar, Scott Albrecht shares a practical framework for credit unions looking to grow membership without sacrificing mission. This episode challenges leaders to stop relying on generic marketing and start identifying where their credit union can truly dominate. From targeting underserved markets to communicating benefits in member language, Scott outlines a clear playbook designed to help credit unions grow with focus, purpose, and execution.
In this episode we talk about and answer these questions:
- Why is credit union membership growth slowing across the industry?
• How can SWOT and competitive analysis uncover growth opportunities?
• What does it mean to focus resources on a true differentiator?
• How do you identify and target the right market “where they are”?
• Why should credit unions sell benefits instead of products?
• What minimum expectations help drive membership growth across teams?
Click Here to Submit Your Questions
Links from show:
Winning Strategies Webinar Series and Events
ServiStar Consulting
Emerging Leaders Program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The worst time to think about succession is when your organization is already in crisis. In this episode, Scott and Scott sit down with succession planning expert Jerry Nelson and ServiStar’s Peter Tyson to unpack what the NCUA succession planning rule really means for credit unions. Too many organizations believe having “a name” is the same as having a plan. It is not. Real succession planning develops leaders years before transition happens. Jerry shares practical strategies from his NEXT Method to help boards and CEOs move beyond gut feelings and create measurable leadership readiness. From scorecards and executive demeanor to culture fit and bench strength, this conversation challenges leaders to protect the mission by preparing the next generation before they are needed.
In this episode we talk about and answer these questions:
• what problem is the NCUA trying to solve with succession planning requirements
• why having a replacement name is not the same as having a development plan
• how can boards and CEOs evaluate future leaders beyond technical performance
• what should be included in a succession scorecard for executive readiness
• how often should succession plans and leadership evaluations be reviewed
• how do Target Leadership tools help leaders build executive presence and culture fit
Click Here to Submit Your Questions
Links from show:
Succession Now website
The NEXT Method
ServiStar's TARGET Leadership Program
ServiStar's Credit Union PHD course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Many leaders are working hard, achieving results, and staying engaged, yet still feel exhausted, disconnected, or on the edge of burnout. The challenge is not a lack of commitment. It is that work life balance often fails to reflect the realities of leadership. In this Winning Strategies webinar, Scott Anderle introduces a practical framework for work life integration that focuses on harmony rather than balance. Through his Wave Theory model and the Wave Check assessment, leaders learn how to evaluate the areas of life that most influence their energy, purpose, and effectiveness. If you want to lead others well without losing yourself in the process, this episode provides a powerful starting point.
In this episode we talk about and answer these questions:
- Why are so many engaged employees still struggling with burnout and disengagement?
- What is the difference between work life balance and work life integration?
- How do enjoyment, satisfaction, and meaning influence leadership effectiveness?
- What are the ten life waves that shape personal and professional harmony?
- How can the Wave Check assessment help identify areas of growth and dissonance?
- What practical steps can leaders take to improve resilience and long term fulfillment?
Click Here to Submit Your Questions
Links from show:
Wave Check Assessment BETA
Emerging Leaders Program
Behavioral Scientist saying praying makes you happier video
Three Macronutrients for Happiness video
Building a Non-Anxious Life with Dr. John Delony
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most organizations invest in culture, but few actually change it. The gap is not intention, it is execution. In this episode, Scott and Scott sit down with Amber Herman to challenge how leaders think about learning, culture, and employee experience. From her journey into the credit union movement to her work in data, marketing, and member experience, Amber makes a strong case that culture and learning are inseparable. The real tension is this. Are we creating moments that feel good, or movements that drive change? Through practical examples like culture guides, pre and post event planning, and borrowing ideas from outside the industry, this episode equips leaders to stop wasting effort and start building culture that sticks.
In this episode we talk about and answer these questions:
• how do you turn culture initiatives into lasting behavior change instead of one time events
• what does it mean to be a learner even if you are not a reader
• how can leaders use ideas from outside the industry to strengthen their culture
• what role do culture guides and structured tools play in building consistency
• how should leaders prepare for and follow up after training or conference experiences
• what is one unreasonable action you can take in the next 30 days to elevate your team
Click Here to Submit Your Questions
Links from show:
CultureCon
STRUM Platform
Amber Herman LinkedIn
Unreasonable Hospitality by Will Guidara
Culture Wheel Playbook
Disney Hall of Traditions
Bit of Optimism Podcast with Will Guidara
The Hot Dog Story
ServiStar's Emerging Leaders program
ServiStar's TARGET Leadership course
Subscribe to ServiStar Leadership Podcast on YouTube
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Leadership often arrives faster than expected. In this episode, Scott and Scott sit down with Melanie Henson from America’s First Federal Credit Union to talk about stepping into leadership with little notice and learning to lead with confidence. After being promoted to manage a consumer lending team, Melanie had to quickly navigate boundaries, manage former peers, and communicate expectations clearly. Through ServiStar’s Emerging Leaders program, she developed tools for coaching, mentorship, and leading change while reducing drama and building trust. Her story is a practical reminder that growth requires discomfort, clarity, and a willingness to control what you can. If you are transitioning into leadership or preparing for your next role, this episode offers real world lessons you can apply immediately.
In this episode we talk about and answer these questions:
• how to lead effectively after being unexpectedly promoted
• what boundaries look like when managing former peers
• how communication styles like the “bug” framework reduce team friction
• how one on one conversations build clarity and accountability
• why saying yes to growth opportunities accelerates leadership development
• how calculated risk in lending aligns with the credit union mission
Click Here to Submit Your Questions
Links from show:
ServiStar's Emerging Leaders program
ServiStar's Coaching For Performance Workshop
America’s First Federal Credit Union
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most organizations believe strategy drives success. In reality, culture determines whether strategy ever gets executed. In this episode, Mike Neill breaks down why culture is the true competitive advantage in the credit union movement and why even the best systems fail when employee engagement is low. As AI and automation continue to reshape financial services, Mike argues that trusted advisor relationships, wisdom, and judgment are still what separate great credit unions from everyone else. Leaders must move beyond posters and slogans and start embedding culture into hiring, recognition, accountability, and everyday behaviors. If your culture is drifting, your strategy eventually will too. This conversation gives leaders practical ways to realign teams around mission, member experience, and meaningful execution.
In this episode we talk about and answer these questions:
• why culture impacts execution more than strategy alone
• what warning signs reveal a culture that is drifting away from the mission
• how engaged employees elevate systems while disengaged employees break them
• why trusted advisor relationships remain a credit union advantage in the age of AI
• how leaders should align KPIs, hiring, and recognition with member experience
• what practical steps create a culture that supports accountability and growth
Click Here to Submit Your Questions
Links from show:
ServiStar Consulting
Check out ServiStar's Coaching for Performance Workshop
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
This episode gives listeners an inside look at one of our ServiStar Trainer Mastermind Groups, where certified trainers unpack how to teach Service Excellence more effectively. Scott is joined by Josh Sweeney from Kemba Credit Union and Heather Fritz from Dow Credit Union for a practical conversation about what truly moves members from simply satisfied to deeply loyal. Along the way, they explore meaningful and memorable moments, the CARE model for service, empathy that leads to action, and how consistency and competence shape the member experience. Whether you are a trainer, current leader, or aspiring leader, this conversation will challenge you to think more intentionally about the service culture you are building.
What you’ll learn:
- How to move members from being merely satisfied to becoming loyal advocates by helping them not only receive value, but feel valued.
- Why meaningful and memorable moments, empathy, and listening with your whole self are essential to delivering exceptional service.
- How leaders can build consistency and competence across teams by tying daily behaviors back to purpose, attitude, and ownership.
Click Here to Submit Your Questions
Links from show:
ServiStar Winning Strategies webinars
Sign up for the Service Excellence workshop we talk about!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Have you ever coached the same employee on the same issue more than once? You have the conversation. Things improve for a week. Then the behavior returns. That is the coaching rollercoaster, and it is exhausting. In this episode, Mike Neill walks through why leaders get stuck in repeated conversations that never lead to real change. From fixer syndrome to avoiding confrontation, we unpack the habits that quietly lower standards and frustrate high performers. If you want to stop bailing people out and start building true accountability, this episode gives you a clear framework. You will learn when to train, when to confront, and when to move from coaching to consequences so your culture gets stronger, not softer.
In this episode we talk about and answer these questions:
• why leaders get stuck in repeated coaching cycles that never stick
• how projection, codependency, and fixer syndrome sabotage accountability
• how to determine if a performance gap is unwillingness or inability
• when to stop coaching and move into the performance management process
• how to redirect excuses and make employees own their next step
• how to rebuild trust with high performers after tolerating low standards
Click Here to Submit Your Questions
Links from show:
ServiStar Coaching for Performance
ServiStar free leadership webinars
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Credit unions talk about mission every day, but how often do we measure it? In this episode, Scott and Scott sit down with Andy Bandyopadhyay of Attune to explore how leaders can move beyond slogans and create real proof that their work is changing lives. With employee engagement at historic lows, the conversation challenges leaders to connect daily behaviors to measurable outcomes for both employees and members. You will hear how financial wellbeing metrics, coaching conversations, and consistent communication turn mission into momentum. If you want your team to see that their work matters and build a culture where purpose drives performance, this episode provides a practical framework to start immediately.
In this episode we talk about and answer these questions:
• why employee engagement drops when mission is not measurable
• how to measure mission with the same rigor as financial performance
• what financial wellbeing metrics better reflect member impact
• how leaders can capture and share proof of purpose moments
• why communicating mission repeatedly builds culture and clarity
• how data and coaching work together to reinforce purpose
Click Here to Submit Your Questions
Links from show:
Attune Insights
CUInsight article: We Need Clear National Standards to Measure Mission and Margin Together
Andy Bandyopadhyay LinkedIn
ServiStar's New Employee Bundle
ServiStar's TARGET Leadership course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
When leaders lose clarity, they lose energy. Many credit union professionals are running hard but feel like they are running on fumes. In this episode, Scott walks through how defining a personal purpose statement can restore direction, hope, and resilience. Drawing from Gallup research and his own season of burnout, he explains how purpose becomes a decision filter, not just an inspirational phrase. You will learn how to connect the credit union movement, your organization’s mission, your department’s role, and your personal calling into one aligned North Star. If you want to lead with conviction instead of exhaustion, this workshop style episode gives you the framework to write a purpose statement that guides your next step.
In this episode we talk about and answer these questions:
• why purpose drives better decisions and prevents burnout
• how the four levels of purpose align movement, mission, department, and personal impact
• what formula to use when writing a personal purpose statement
• how to identify your desired impact before choosing values and actions
• why purpose evolves over time and requires reflection
• how to commit to one next step that reinforces your purpose
Click Here to Submit Your Questions
Links from show:
ServiStar Winning Strategies webinars
ServiStar Credit Union PHD course
Unlocking Your Potential - The Impact of GiANT Leadership Voices podcast episode
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Work-life balance sounds good, but it often fails in practice. Leaders are left feeling stretched, reactive, and stuck in constant tension between priorities. In this episode, Scott and Scott introduce a better model. Work-life integration. Instead of separating work and life, they show how to align both through purpose, intentional habits, and clear decision making. This conversation gives leaders a practical plan to improve performance, strengthen relationships, and build resilience without burning out. If you are trying to coach your team, lead through change, and still protect your energy, this episode will help you take back control and lead with clarity.
In this episode we talk about and answer these questions:
• why work-life balance often fails and what integration does differently
• how a personal purpose statement becomes your decision making filter
• when leaders should schedule coaching and how to protect that time
• how to build meaningful connection with remote teams through intentional cadence
• how to maintain credibility when goals shift or plans change
• what simple steps create a sustainable work-life integration plan
Click Here to Submit Your Questions
Links from show:
ServiStar Emerging Leaders program
ServiStar New Employee Bundle
Managing in the Messy Middle podcast episode
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Many leaders today are exhausted. The demands of service, the pressure of results, and the constant pace of change can quietly pull leaders into what Dr. Matt Paden calls “the fog.” In this episode, Scott and Scott sit down with leadership coach and author Dr. Matt Paden to unpack what burnout really looks like and how leaders can find their way back to clarity and purpose. The conversation centers on servant leadership, resilience, and the power of reconnecting to your personal North Star. If you have ever felt the weight of leadership isolation or watched your energy slowly drain, this episode offers a practical reset. You will walk away with mindset shifts and leadership habits that help teams trust more deeply, perform more consistently, and sustain momentum over the long run.
In this episode we talk about and answer these questions:
• what leadership burnout looks like before it becomes obvious
• how “the fog” leads leaders to isolation and poor decisions
• why purpose acts as a resilience engine during difficult seasons
• how shifting from “got to” thinking to “get to” thinking changes leadership presence
• what servant leadership looks like when building high trust teams
• how leaders can regain energy by focusing on effort, attitude, and purpose
Click Here to Submit Your Questions
Links from show:
Emerging Leaders program from ServiStar
Check out our Coaching for Performance course
The Core: Eight Principles to Great Leadership by Dr. Matt Paden
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most rebrands fail because they change the logo but never clarify the why. In this episode, we sit down with Nate Anderson, CEO of Rekindle, formerly RK Go Big, to unpack what it looks like to rebrand from the inside out. This is not a cosmetic update. It is a mission reset. Nate walks through how anchoring decisions to purpose sharpens strategy, builds trust, and unifies boards, staff, and partners. If your credit union is rethinking identity, growth, or collaboration, this conversation will challenge you to use rebranding as a mission accelerant. You will hear how repetition, clarity, and courageous communication turn change into momentum rather than confusion.
In this episode we talk about and answer these questions:
• why most rebrands fail when they focus on visuals instead of mission
• how to make your mission simple enough to become an elevator pitch
• what it takes to align board, staff, and partners during a brand shift
• how repetition and over communication build trust during uncertainty
• why cosmetic changes can help snap focus and reinforce cultural change
• how shared services help small credit unions thrive through collaboration
Click Here to Submit Your Questions
Links from show:
Rekindle CUSO website
ServiStar Emerging Leaders program
ServiStar Coaching for Performance
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
A strong sales and service culture is not built by slogans. It is built by behaviors that leaders reinforce every day. In this episode, Scott Albrecht breaks down what it really takes to create a credit union culture that drives growth while staying rooted in member impact. From emotional energy to self discipline and courage, Scott challenges leaders to stop chasing outcomes and start coaching the actions that create them. You will hear practical strategies for maximizing member relationships, raising minimum expectations, and aligning your team around financial wellness. If you want your staff to serve with confidence and sell with integrity, this episode gives you the leadership framework to make it real.
In this episode we talk about and answer these questions:
• why culture is built through behaviors and not motivational messaging
• how emotional energy and self discipline shape member experiences
• what leaders must do to raise minimum expectations without losing heart
• how to coach staff to maximize memberships and deepen relationships
• why courage is required to lead change and eliminate excuses
• how financial wellness becomes the foundation of sales and service
Click Here to Submit Your Questions
Links from show:
ServiStar Consulting training opportunities and webinars
ServiStar Emerging Leaders program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Growth does not come from chasing every idea. It comes from knowing who you are and executing with discipline. In this episode, Scott sits down with Jed Meyer, President and CEO of St. Cloud Federal Credit Union, to unpack how clarity of value proposition fuels smarter decisions and meaningful innovation. Jed shares why focus is a leadership advantage, how calculated risk can serve members well, and what credit union leaders can learn from resilience, teamwork, and accountability. From stable coins to artificial intelligence, this conversation challenges leaders to think forward without losing sight of the human connection that defines great service.
In this episode we talk about and answer these questions:
• how a clear value proposition drives better strategic decisions
• what innovation looks like when it stays member focused
• how small credit unions can compete by leveraging focus and agility
• what leadership lessons from athletics apply to executive roles
• how to balance risk, innovation, and accountability
• where AI fits into the future of credit unions
Click Here to Submit Your Questions
Links from show:
Connect with Jed Meyer
Explore ServiStar's TARGET Leadership program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most leadership breakdowns are not about effort. They are about habits. In this episode, Scott and Scott sit down with Joel Hilchey to name the behaviors that quietly derail managers and, more importantly, how to fix them fast. From accidental bosses to scattered priorities, Joel challenges leaders to stop reacting and start leading with clarity and rhythm. Using practical tools you can apply this week, the conversation reframes leadership as removing friction, setting clear standards, and becoming a steady lighthouse instead of a spinning disco ball. If your team feels busy but not strong, this episode gives you the moves to reset focus, raise the bar, and build a healthier culture.
In this episode we talk about and answer these questions:
• why people quit bosses and not jobs and how habits shape that reality
• what function forgetting looks like and how leaders calendar the real work of leadership
• how to reduce daily hassles that drain time and morale
• how to raise standards without killing engagement
• what lighthouse leadership looks like compared to chasing every priority
• how practical tools like definition of done and next action rounds improve execution
Click Here to Submit Your Questions
Links from show:
Get The 6½ Habits of Highly Defective Bosses by Joel Hilchey here
Hear the first chapter of the audio book here
Explore ServiStar’s Vertex Leadership Program
Discover ServiStar’s Emerging Leaders program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Mentorship can accelerate a career or quietly stall it depending on how intentional you are. Too often leaders collect mentors without clarity, structure, or purpose. In this episode, Scott and Scott break down what effective mentorship really looks like and how emerging leaders can use it as a strategic advantage. They unpack the three types of mentors every leader needs at different seasons, explain why your boss is rarely the right choice, and show how to bring structure to the relationship from day one. This conversation turns mentorship from a vague idea into a practical growth tool that builds confidence, perspective, and momentum.
In this episode we talk about and answer these questions:
• why mentorship matters beyond advice and encouragement
• how to choose the right mentor for the leader you want to become
• whether your direct supervisor should be your mentor
• the difference between a sponsor, a coach, and a guide
• how to set SMART goals for your first 90 days as a mentee
• what responsibilities the mentee must own for the relationship to work
Click Here to Submit Your Questions
Links from show:
Explore ServiStar’s Vertex leadership training
Learn more about ServiStar’s Emerging Leaders program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Great cultures do not happen by accident. They are built by leaders who stay connected to their people and know how to flex when the moment demands it. In this episode, Scott sits down with Mike Valentine, CEO of Baxter Credit Union, to explore what people first leadership looks like in real life. Mike shares how BCU sustained engagement through the pandemic, how flexibility became a strategic advantage, and why relationships and continuous feedback still drive results in a hybrid world. His perspective blends humility, clarity, and conviction. Whether you lead a team of five or a credit union of thousands, this conversation offers a practical roadmap for showing up with purpose and creating a workplace where people can thrive.
In this episode we talk about and answer these questions:
• how people first culture drives member and organizational success
• what flexible leadership looks like during disruption and rapid change
• how continuous feedback and listening posts strengthen remote teams
• how to maintain connection and trust in hybrid and distributed workplaces
• how personal leadership habits shape culture and influence engagement
• what BCU learned about employee well being during and after the pandemic
Click Here to Submit Your Questions
Links from show:
Explore ServiStar’s Vertex leadership training
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Delegation is one of the most powerful tools a leader has, yet it is also one of the most misunderstood. Too many managers hand off tasks to get work off their plate. ServiStar leaders delegate to build capability. In this episode, Scott and Scott sit down with ServiStar Founder Mike Neill to walk through what effective delegation really looks like in a credit union environment. From not burning out your A players to developing the rest of the bench, Mike brings clarity to when to delegate, who to delegate to, and why the eight step process removes the fear and frustration leaders often feel. If you want to develop people while still getting great work done, this conversation gives you the practical system to do it with confidence.
In this episode we talk about and answer these questions:
• how to avoid overloading high performers while still getting work done
• what the eight steps of effective delegation look like in practice
• how to know who is ready for delegation and who needs development first
• how to track delegated work without micromanaging
• what new managers struggle with most when delegating simple tasks
• how to delegate to someone who is able but not willing
Click Here to Submit Your Questions
Links from show:
Learn more about ServiStar’s Vertex leadership training
Explore ServiStar’s Emerging Leaders program
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Leadership is not about being liked. It is about being trusted. In this episode, we introduce ServiStar’s new VP of Sales and Business Development, Jarrell Flanders, and explore the mindset behind his “11 Rules to Lead with Heart.” Drawing from years in both banking and credit unions, Jarrell shares real stories that bring leadership lessons to life—from building trust before coaching, to being kind instead of just nice, to balancing excellence with momentum. Scott and Jarrell unpack practical ServiStar tools that help leaders communicate clearly, coach effectively, and build teams rooted in accountability and care. Whether you are leading a sales team or growing into a new management role, this episode helps you connect the heart and habits that drive results.
In this episode we talk about and answer these questions:
• How to deliver hard truth with care using “be kind, not nice” as a leadership rule
• Why trust is the foundation that makes coaching effective
• How to build credibility quickly with a new team through small promises kept
• What “good enough to move on” means and how it speeds up excellence
• How communication redundancy creates clarity and accountability
• The habits and systems that make kindness a measurable leadership skill
Click Here to Submit Your Questions
Links from show:
Join ServiStar’s Emerging Leaders program – practical coaching and accountability tools for new managers
Learn more about ServiStar’s Vertex leadership training
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
What can we learn from a Luminaries-recognized leader? In this episode, we sit down with Ann Ditlow, finance and analytics manager at 4Front Credit Union and nominee for the Credit Union Times Luminaries Award. Ann’s journey from molecular lab technician to credit union leader is a masterclass in curiosity, systems thinking, and service-centered leadership. She shares how ServiStar’s Vertex training equipped her to manage change, build cooperation, and turn chaos into consistency. Whether you are navigating team transitions, leading through uncertainty, or looking to strengthen your systems and results, Ann’s lessons offer practical steps you can apply this week to create a culture of clarity, purpose, and resilience.
In this episode we talk about and answer these questions:
• What it feels like to be recognized as a Luminaries nominee and what habits led there
• How ServiStar’s Vertex training shaped Ann’s leadership approach
• How to spot organizational “drift” and bring teams back into alignment
• What practical systems and tools reduce disorder instead of adding noise
• How to use cooperation and purpose to sustain energy through change
• A simple “entropy buster” every leader can implement in one hour
Click Here to Submit Your Questions
Links from show:
Enroll in ServiStar’s Emerging Leaders program – practical coaching and delegation tools for new managers
Learn more about ServiStar’s Vertex leadership training
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Stepping into leadership is exciting, but when you are promoted to manage people who were once your peers, the transition can feel awkward and overwhelming. Most managers are not formally trained for this critical moment, yet how you handle it sets the tone for your entire leadership journey. In this episode, Scott Anderle and Scott Albrecht unpack the real challenges new leaders face when managing former peers. They share practical tools, honest truths, and a clear playbook for building trust, setting expectations, and leading with confidence. If you have ever worried about losing friendships, being taken seriously, or proving that you are doing “real work” as a manager, this episode gives you the reset you need to lead effectively.
In this episode we talk about and answer these questions:
• What makes managing former peers one of the hardest challenges in leadership
• How to reset relationships without losing trust or respect
• Why contextual friendships matter and how to expand inclusion on your team
• How to respond when people assume you are not doing “real work” anymore
• What practical steps you can take this week to earn credibility and results
• How the Emerging Leaders program equips new managers to succeed
Click Here to Submit Your Questions
Links from show:
Learn More About the Target Leadership Course
Sign up for the Emerging Leaders program – learn 6 steps to successfully manage former peers
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Sales in credit unions is not about pushing products. It is about building trust, solving problems, and improving members’ financial well-being. In this episode, Scott Anderle and Scott Albrecht sit down with Jheniffer Alphonse from Publix Employees Federal Credit Union and Tori Linville from FiCare Federal Credit Union to explore how sales can be transformed from a dreaded task into a mission-driven service. Through personal stories and lessons learned, they show how curiosity, coaching, and cultural alignment turn sales into a natural extension of member service. Whether you are overcoming reluctance, refining your team’s skills, or looking to create a culture where every conversation counts, this episode delivers practical steps you can apply right away.
In this episode we talk about and answer these questions:
• What mindset shift turns sales from pressure to service
• How curiosity and active listening open the door to deeper member relationships
• How to address sales reluctance and fear of rejection
• What role coaching and effective confrontation play in sales success
• How ServiStar training impacts culture and confidence in sales conversations
• Why a “heart of a teacher” mindset leads to better member outcomes
Click Here to Submit Your Questions
Links from show:
Learn More About the Target Leadership Course
Click here to sign up for Becoming A Sales Champion Course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Complacency is the quiet killer of progress—and too many credit unions unknowingly fall into its trap. In this episode, Scott and Scott break down how to reignite energy and engagement by building what they call “cultural bonfires.” Drawing from insights in Raving Fans and Unreasonable Hospitality, they unpack how exceptional leaders build cultures that last. Whether you’re onboarding a new team member, leveling up as a leader, or navigating service burnout, this episode offers practical steps to maintain momentum and fuel your organization’s growth. The challenge is simple: are you building a culture worth staying for?
In this episode we talk about and answer these questions:
• How do you fight complacency and keep your team engaged?
• What is a cultural bonfire, and how do you start one?
• Why do preparation and reading habits matter for leadership growth?
• How can shared experiences during onboarding protect your culture?
• What practical tools can leaders use to stay sharp and avoid burnout?
• How do books like Raving Fans and Unreasonable Hospitality translate to daily leadership?
Click Here to Submit Your Questions
Links from show:
Raving Fans – Ken Blanchard
Unreasonable Hospitality – Will Guidara
Learn More About the Target Leadership Course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Succession planning isn’t just a boardroom checkbox—it’s a strategic safeguard for your credit union’s future. In this episode, Scott Anderle is joined by a panel of industry leaders and Target Leadership graduates including: Peter Tyson, Sarah Thompson, John Ragsdale, and David Baldwin. They break down how intentional leadership development creates real, sustainable solutions to one of the credit union movement’s most urgent challenges. With credit union consolidations on the rise and retirements looming, we dive into what it takes to build leadership bench strength that’s ready when it counts. Learn how Target Leadership helps leaders understand themselves, their teams, and their next role. This conversation is packed with practical takeaways, real-life impact, and timely reminders that succession planning is not optional—it’s mission critical.
In this episode we talk about and answer these questions:
• What makes the NCUA’s new succession planning rule such a game-changer?
• How can small and mid-size credit unions tackle leadership gaps with limited resources?
• Why was Target Leadership created—and what problem does it actually solve?
• What’s the role of leadership voice, triggers, and EQ in preparing for succession?
• What are practical ways leaders can track growth and readiness on their teams?
• How did Target Leadership graduates apply their training in real-life situations?
Click Here to Submit Your Questions
Links from show:
Read NCUA’s Succession Planning Final Rule
Download NCUA’s Succession Planning Template for Small Credit Unions
Future-Proof Your Credit Union – CU Insight
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Learn More About the Target Leadership Course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
How do we minimize the risks of mergers? Most leaders do not want to leave their legacy to be swallowed by another organization. While the leaders of tomorrow want opportunity, not mergers that eat up potential leadership positions. Our members want the best resources and service. More than ever our movement is starving for succession planning. How do we equip the next generation of our movement
In this episode we talk about and answer these questions:
- The Cost of Poor Succession Planning
- How would you know if a task is not something that should be delegated?
- When leading change, How would you approach an employee who is in a fixed mindset to embrace a growth mindset?
- When setting a SMART goal. What do you do when you do not have the tools to measure the goal?
- What to do next in regards to the NCUA's Succession Planning Final Rule
Click Here to Submit Your Questions
Links from show:
Read NCUA's Succession Planning Final Rule
Download NCUA's Succession Planning Template for Small Credit Unions
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
What do followers want? Anderle and Albrecht dissect Gallup's, Global Leadership Report, and explain how we can use this as credit union leaders. This episode offers tangible advice for leaders looking to invest in their team and culture.
In this episode we talk about and answer these questions:
- The 4 Needs of Followers
- When asking the employee to provide a solution, when would there be a situation where I would provide a solution?
- How to create a department core purpose statement
- When delivering the why behind a change, How do I communicate the why when I do not fully understand the why myself?
Click Here to Submit Your Questions
Links from show:
Gallup's 2025 Global Leadership Report: What Followers Want
Certify your trainers in ServiStar material
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Great leaders set the example by representing the ideal team player. However the major pitfall for most managers is they still perform the tasks meant for their team. We must be willing, able and actually do the work. We must grow with our role. What is more critical, is leaders must emphasize the importance leading by example outside of this the operational tasks.
In this episode we talk about and answer these questions:
- The distinction between soft and technical skills
- Using the Deficiency Diagnosis to identify the willingness of an employee
- Catching People Doing It Right & Delegation are discriminatory
- How do I get my team to embrace a sales role?
- What are banks doing better than credit unions to get better engagement from their employees?
- Introducing our producer, Rian!
Click Here to Submit Your Questions
Links from show:
Certify your trainers in ServiStar material
Referral Sales Champion - Equip your team with the skills to improve their sales
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Get tactical advice for credit union leaders. In this episode we answer questions from listeners where we show how to align team efforts with the organization's mission, managing minimum performance expectations vs. goals, and effective conflict resolution.
In this episode we talk about and answer these questions:
- "When delivering the why behind the change, how do I communicate the why if I do not fully understand the reason for the change?"
- "When encouraging employees to resolve conflict themselves, what do you do when the employee is too afraid to confront their teammate?"
- "How do I get my team to shift from a goal mindset to minimum expectation mindset?"
- CU or No CU - gametime where we share some of the craziest or interesting credit union names we have heard.
Click Here to Submit Your Questions
Links from show:
Attend Defusing Irate Members
Attend one of our Monthly Service Excellence Workshops!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Gallup has recently found a drop in manager engagement from 30% to 27%. This is a troubling sign for organizations looking to improve employee engagement. Interestingly enough, Gallup says that when managers go through a management program, manager performance metrics improve 20-28%. We bring on a panel of ServiStar clients to share their insights and experiences with implementing training programs that can play a pivotal role in reversing this trend
In this episode we talk about and answer these questions:
- Coaching and Recognizing Excellence
- Community Service and Internal Culture
- Maintaining Momentum in Service Standards
Click Here to Submit Your Questions
Links from show:
Click Here to read Gallup's State of the Workplace 2025 Report
Sign Up For Coaching for Performance
Link To Podcast
We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.
In this episode we talk about:
- We don't teach Service Excellence because it's new. It's not new, it is who we are.
- How building your competence allows you to give extra effort in your service.
- How certified trainers use coaching for performance in every training they facilitate
Click Here to Submit Your Questions
Links from show:
Certify your trainers in ServiStar material
Attend our course on Defusing Irate Members
Attend our Monthly Service Excellence Workshops!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We have all got crazy stories. In the moment we may not realize the joy, but taking a moment to look back at them can warm our soul and keep us going. In this episode we share memorable and funny stories from the credit union world. From stapling a torn dress to dealing with unusual customer requests, these tales highlight the amusing and touching moments that credit union employees experience. Listen and laugh and we encourage you to submit their own stories. Let's make this a platform to celebrate and learn from the everyday heroes in the credit union community.
Click Here to Submit Your Questions
We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.
In this episode we talk about:
- Our Trainer Certification Consulting Calls - Bringing your stories
- How trainers and other support positions can apply these concepts
- How all 8 elements intertwine at every moment of truth.
Click Here to Submit Your Questions
Links from show:
Certify your trainers in ServiStar material
Attend our course on Defusing Irate Members
Attend our Monthly Service Excellence Workshops!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We all agree that trust is important, but are we all doing the work needed cultivate that connection? Gallup research begs to differ. In this episode we share concerning statistics on employee trust and engagement from Gallup, the inherent challenges faced by leaders, and practical solutions for fostering trust in the workplace.
In this episode we talk about and answer listener questions:
- The 5 Dysfunctions of a team
- "How do you get a teammate to trust you with something personal?"
- Fun and effective team building exercises
Click Here to Submit Your Questions
Links from show:
Attend Defusing Irate Members
Learn how to build trust by signing up for Emerging Leaders
Attend Vertex Leadership Development to authenticly build trust while managing operations
Build trust by increasing your emotional intelligence. Sign up for our 3-hour course here!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
When we hear a complaint it's natural to be on the defense. It feels like an attack. We bring on ServiStar Certified Trainer, Briauna Wilson a Learning and Development Specialist at RBFCU. As she was getting certified we did a deep dive on what should having a concern for complaints look like and how she will teach it.
In this episode we talk about:
- Our Trainer Certification Consulting Calls - You will get an inside look because this episode is a consulting call!
- Why complaints can be a good thing.
- What activities can you do to process this.
Submit Your Questions Here
Links from show:
Certify your trainers in ServiStar material
Attend our course on Defusing Irate Members
Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Have you been frozen when you needed to make a quick decision? Do you wish someone would tell you what to do so you can keep the momentum going? We tend to promote rockstar employees into management positions without equipping them with the leadership skills needed. In this episode we explore strategies to help leaders confidently make decisions in a timely manner.
In this episode we talk about:
- Diagnose the decision
- Determine when to make the decision
- Diagram the decision
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Certify your trainers in ServiStar material
Attend our course on Defussing Irate Members
Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
In this episode of the Credit Union Leadership Podcast, we bring on Peter Tyson to delve into the significance of using the GiANT Leadership Voices to develop effective leaders within the credit union industry. GiANT Voices are a key aspect of multiple ServiStar courses, including Target Leadership, Emerging Leaders, and Emotional Intelligence workshops.
In this episode we talk about:
- Harnessing the power of different GiANT voices to improve team dynamics and strategic decision-making
- GiANT Voices benefit both leaders but also team members looking to enhance workplace interactions.
- Which voice should speak first in your team?
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Discover your primary GiANT Voice - take the free assessment
Learn how to use your voice as a current or aspiring VP or C-level leader. Click here for more info on Target Leadership
Use your GiANT voice to improve your service skills as a individual contributor or leader. Click here for info on Emotional Intelligence course.
Aspiring and emerging leaders, find your leadership brand through your GiANT Voice. Click here for more info on our Emerging Leaders course.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Mastering Strategic Thinking and Leadership in Credit Unions. In this episode of the Credit Union Leadership Podcast, Scott & Scott dive into the essence of strategic thinking versus strategic planning. They explore the concept of the 'strategic flywheel,' which emphasizes living out core purposes through daily behaviors rather than just focusing on outcomes. The episode also includes practical advice for leaders, answers audience questions about metrics and behaviors, and features a fun game distinguishing between strategic thinking and planning.
In this episode we cover:
- The Strategic Flywheel.
- A gameshow to distinguish daily strategic thinking and planning.
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Develop your strategic thinking skills as a manager. Click here to sign up for our Vertex Leadership program.
Current and aspiring VP's and C-level leaders. Practically integrate strategic thinking in our Target Leadership program.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Do you wish your team cared about their work as much as you? Most leaders get focused on managing the operations that they forget to lead their team. In this episode of the Credit Union Leadership Podcast, hosts Scott and Scott explore the crucial elements of effective leadership - focusing on the importance of purpose and why leaders must deeply believe in their mission to inspire their teams genuinely.
In this episode we answer listener questions:
- "How do I sound authentic when pointing my team towards the mission?"
- "I'm working with my team, what should we do first, a SWOT Analysis or a Purpose Statement?"
- "I did a meeting to have team know each other on human level. It worked really well. But next meeting everyone was stressed again. What happened?"
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Interested in preparing your future leaders? Click here to sign up for Emerging Leaders
Click here to look into our Emotional Intelligence course
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Have you read Gallup's staggering insight in their 2025 Workplace Challenges article? In This episode of the Credit Union Leadership Podcast, hosts Scott & Scott tackle the pressing issue of historic low employee engagement by sharing the formula for creating and living out Service Standards that will create an engaged team.
In this episode we talk about:
- Employee satisfaction in the U.S. reaching a historic low
- Managers needing to give more meaningful feedback
- How to keep engagement and momentum going after an all employee training day
- The formula to create service standards.
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Read Gallup's, 7 Workplace Challenges for 2025
Learn more on how we can help you create and deliver your service standards
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Is your team disengaged with their work? Are they doing the bare minimum so you don't complain or write them up? The truth is, this culture can change, but it's on the leadership. On average, it takes 11 years before a leader goes through any formal leadership training. Today we bring on Matt Poyser from Fire Police City County Federal Credit Union. When he started our Coaching For Performance program he had just transitioned from assistant branch manager to resource manager. Listen to him share how implementing the skills taught in Coaching For Performance changed the culture of his team. These skills prepared him for even another recent promotion!
In this episode we cover:
- As a leader, can I motivate everyone?
- Not only do you use these coaching skills, you need to teach these coaching skills.
- How using these coaching skills has decreased write-ups to 0!
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
OR
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Click here to see the Coaching for Performance course Matt attended.
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Accountability is an overused, vague and superficial term. What is accountability? The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our Employee Accountability module in our Vertex Leadership Development program.
Click the link below to submit your question via audio or text!
In this episode we answer:
- How do you set expectations for a new department that has no historical data?
- When I have my employee set a goal, what do I do if the goal is too low?
- Why managers cannot slack on accountability?
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
A challenge for leaders is that we think of delegation as a time management tool. That delegation should only be used for our own benefit. While it is true that delegation can eventually be a time management tool, that is not it's primary purpose. The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our Delegation module in our Vertex Leadership Development program.
Click the link below to submit your question via audio or text!
Easily submit your question by recording audio on speakpipe!
In this episode we answer:
- What are the principles to delegating?
- How do I delegate work to employees whose behavior is unwilling but able for the specific task?
- What are the biggest hurdles managers have and how do you overcome this to delegate the simplest tasks?
- To delegate or note to delegate - we take submissions from a previous Vertex Leadership group on if these tasks are good to delegate to specific employees.
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Learn more on how to get your team certified to train our material!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We take what you learned from our ServiStar training courses from the classroom and into the real world. In this episode we answer questions from one of our most exciting modules, Team Building. Click the link below to submit your question via audio or text!
Easily submit your question by recording audio on speakpipe!
In this episode we answer:
- The risk our team faces when we don't evaluate what stage of the GROW model my team is out.
- How do we determine which stage my team is at in the GROW model if the individuals on my team are not in the same stage?
- How often should I re-evaluate where my team is at?
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Learn more about our Trainer Certification Program!
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
How do we resolve conflict between two of my team members? The Credit Union Leadership Podcast hears you and wants to help. In our brand new episode format we answer questions from listeners and participants from our courses. We answer your questions of how do I apply the classroom teachings into the real world. We tie this back to our conflict resolution module in our Vertex Leadership Development program.
Click the link below to submit your question via audio or text!
In this episode we answer:
- Had employee come up to me saying, this specific person is not putting in their work. Is this something I need to address as the leader or do I encourage this team member to discuss with said employee?
- Someone is violating policy (hiding paperwork and loan documents to get off work and spend more time with her bf), how do I resolve this conflict?
- How do I handle gossip?
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Click here to sign up for the New Employee Bundle (Sales, Service and History)
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
If our Credit Union PhD course has got you excited, this episode teaches you how you can be apart of continuing the legacy of our movement. In this bonus episode, ServiStar CEO, Taylor Murray brings on friends from Culture Shock Podcast to share the history of International Credit Union Day and why it is important for our movement to celebrate it today.
In this episode we answer:
- When is ICU Day?
- How you can use ICU day to embrace our spirit of comradery.
- Ideas to use ICU day to build your team.
Links from show:
Shop ICU Day Merch!
Celebrate ICU Day by learning about the philosiphy, history and development of our movement
Purchase your ICU Day Pin here!
The Credit Union Leadership Podcast hears you and wants to help you. In our brand new episode format we answer questions from listeners and participants from our courses. We take what you learned from our ServiStar training courses from the classroom and into the real world. In this episode we answer questions from one of our most popular and influential classes, Coaching for Performance. Click the link below to submit your question via audio or text!
In this episode we answer:
- What do I do with a team member who has been there for 25 years but has not been meeting the minimum sales expectation for the past 3 years?
- How do I get a team member, who complains about our meetings, to contribute something rather than sabotaging them?
- Should I change my coaching method to each employee?
Submit Your Questions Here:
Easily submit your question by recording audio on speakpipe!
Email your question to Scott.Anderle@ServiStarConsulting.com
Links from show:
Click here to sign up for Coaching for Performance!
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Most clients leave our trainings feeling amped, but feelings fade quickly. How do you bring what you learned in the classroom out into the real world? In this episode we give a principles to aid you as your make the most from your ServiStar training.
In this episode we cover:
- What to do with the 5% early adopters and 15% of fast followers.
- 80% of your team will probably not transition as quickly. How do you get them to do the stuff?
- Who is the most important person when it comes to bringing what is trained in the classroom out into the real world?
Links from show:
Look into our New Employee Bundle Click Here
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We are entering into a new era in our movement. In the next five years we will see a record high in credit union CEO's retiring. The challenge is that most have not raised leaders to take our place as we move forward. We bring on Former SWAT Team Leader, Navy Seal and Re/Max CEO to talk about the importance of systems to live out the legacy you want to be known for.
In this episode we cover:
- A set system in C-Suite succession planning
- Creating a weekly process to make yourself the most effective leader possible.
- Connecting with others on the same path - Emerging Credit Union Leaders Group.
Links from show:
Sign up for our leadership development course, Vertex Live Nationwide
Watch Adam Contos talk with Scott Albrecht on The Hierarchy of Team Needs on "Start With A Win" podcast.
Click here to get Adam Contos' book "Start with a Win"
Click here for more info on our Emerging Leaders program.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The Credit Union Movement has less than a 1% market share in treasury management. We bring on Tru Treasury to talk about the potential you can achieve with their CMP Certification. This episode is a win-win. Gain frequent larger deposits while helping our members win with money through bulking up your treasury management skills.
In this episode we cover:
- How can we get more deposits in a time where everyone is tight on cash?
- The history of how we came to be in this lack of liquidity situation.
- How going through the CMP training can bulk of your resume, and equip you to really be changing people's lives for the better.
- This is an untapped market. The potential is huge! How can Tru Treasury change the game for your credit union.
Links from show:
Sign up for our leadership development course, Vertex Live Nationwide
Click here to look into the CMP program!
Get ahead of the movement! Schedule a FREE (no obligation) consultation with Tru Treasury
Learn more about Tru Treasury here
Look into our New Employee Bundle Here
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Whether you are a leader or not, you have a part to play in the GROW model. You can contribute to creating a culture that people want to be a part of. Scott & Scott talk about practical credit union applications of the GROW model. And guess what? It's all built on trust.
In this episode we cover:
- What is the problem we are fixing with team building?
- What is the GROW model and how do we put it to action?
- Discomfort is a product of growth. How can we mitigate the discomfort?
- Trust destroying moments you will face and how to respond.
Links from show:
Develop your leadership and team building skills! Sign up for Vertex Live Nationwide here.
Take advantage of the G phase! Listen to Using CliftonStrengths to Build a High Performing Team
The Five Dysfunctions of a Team - A Leadership Fable by Patrick Lencioni
Get more info on our New Employee Bundle and other courses!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Is your performance management system stale and uninspiring? We all agree that creating a motivating environment is crucial to coaching our team to be a high performing credit union. But how do we effectively motivate our managers to coach for performance? COO of CU1 comes on and shares a highly effective tool she has created to inspire managers to coach their team for performance.
In this episode we cover:
- Finding your four pillars to build your brand.
- How to make these four pillars something you and your team talk about every day, all the time.
- Culture Kits - what are they and how they create a motivating environment
- As a leader of leaders, how you lead by example by catching people doing it right.
Links from show:
Connect with Erika Smith on LinkedIn
Learn how to create a motivating environment in our leadership development course, Vertex Live Nationwide
Follow Erika Smith on Instagram
Get more info on our New Employee Bundle and other courses!
How do we prepare for evaluations? Do we have a thought process in place that helps us boast in our accomplishments while being aware of the situation and people around us? We bring on Founder of Young Professionals Team Affinity Group at UNIFY Credit Union, Sarah Thompson to hear how we can use the refinement process to prepare for evaluations and more!
In this episode we cover:
- Using the Refinement Process to find your gold.
- How using the Refinement Process can decrease the frequent issues you have.
- What it looks like to be a grounded optimist.
Links from show:
Get refined with Sarah's blog - CreditUnionFire!
Sign up for our leadership development course, Vertex Live Nationwide
Connect with Sarah Thompson on LinkedIn!
Get more info on our New Employee Bundle and other courses!
Our jobs are changing, our lives our changing. Change is hard. Everyone is talking about the rapidly changing technology like AI and Crypto, but are we talking about how do we mentally prepare ourselves and our team for change? We bring on Amazon bestselling author, CUNA "Credit Union Rockstar" and CU Times "Under 40 Trailblazer," James Robert Lay, to talk about how to we lead ourselves in personal and professional change.
In this episode we cover:
- The idea of exponential growth.
- Reframing past experiences for exponential growth.
- Understanding The 4 Fires of Fear and using 7 C's to grow ourselves and our team in the age of AI.
Links from show:
Buy and Read Banking On Change here!
Join the Banking On Change bookclub!
Join James Lay's 3-Day Challenge
Sign up for our leadership development course, Vertex Live Nationwide
Get more info on our New Employee Bundle and other courses!
We are moving to an entirely different world. All of the financial institutions are fintech catering to growing consumer demands to get banking done in real time. We bring on futurist, Brett King, the author of Banking 4.0 to cover the epic reframing of how we must think of banking.
In this episode we cover:
- How banking will reframe in the next 30 years.
- Who are the fastest growing financial institutions.
- King announces that he is working on a new book!
- Peak number of branches and what that number is predicted to be in 2030
Links from show:
Follow Brett King to keep up with trends in the financial world!
Get Brett King's book, "Banking 4.0"
Learn more about our Leaders Worth Following Course!
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
There is a myth is all about the chemistry of the people in the team. Today we bust that myth with Jim Collison by talking about how the intentional decisions of the leader can build a high performing team. Collison is the CliftonStrengths Community Manager for Gallup and produce Gallup's Called to Coach and the ClifonStrengths Webcasts
In this episode we cover:
- What are CliftonStrengths
- Why the benefits of using CliftonStrengths can be life changing to yourself and your team.
- How to use CliftonStrengths to better understand how to best utilize your team.
- Which strengths are best utilized in a sales role and how to use your strengths to maximize your position.
- Creating rules based on self-awareness to best serve our team and members.
Links from show:
Live your best life by taking the CliftonStrengths Assessment today!
Listen to Jim Collison's CliftonStrengths Finders podcast here
Learn more about our Leaders Worth Following Course!
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Are you getting a case of the Mondays? Albrecht and Anderle dive into four key areas to look into when work feels like a dumpster fire and how to turn that around.
In this episode we cover:
- What DUMP stands for
- Exploring what it means to find work that meshes with your brand
- How the Umbrella Man symbol should be lived out in our department.
- Working smarter not harder
- The mission of the credit union is to focus on the people
- How Vertex can improve this DUMP situation your team is in.
Links from show:
Sign up for our leadership development course, Vertex Live Nationwide
Learn more about our Leaders Worth Following Course!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
This is a bonus episode that was given to us from our time with Dr. Elliott Jardin. ----more----
Using your Brain to Train Part 2: Dr. Elliott Jardin's office hours. It's an extra credit episode of the credit union leadership podcast with our friend, Dr. Jardin.
Podcast Extra innings
Learning, Preparation, and Emotion in Training
Scott Anderle and Scott Albrecht discussed with Elliott the significance of preparation for learners in training and development sessions, drawing parallels from athletic stressful situations to control the controllable. Elliott highlighted the role of sleep in consolidating memories and improving brain functionality and the importance of finding ways to apply learned information in real life. The conversation also emphasized the importance of effective learning and development in a company, with Elliott sharing his approach to making learning more engaging. The team also discussed the content for their podcast, focusing on topics related to learning and emotion. Elliott emphasized the importance of using emotional extremes in stories to help retain information, while Scott Anderle suggested finding either highly positive or negative examples. The discussion concluded with tailoring learning to individual needs and finding the right level of challenge for each person to maximize their learning potential.
Brain, Chip, AI, Communication Skills, Active Listening
Elliott and Scott Albrecht discussed the similarities between the human brain and a computer chip, focusing on processing speed and memory. They also touched upon the development of AI and its basis in neural networks. Towards the end, they decided to include a segment on developing communication skills for various stakeholders, including learning and development specialists and aspiring leaders. Elliott emphasized the importance of active listening and creating an iterative feedback loop in team environments, explaining how he implements these strategies as a professor. The conversation concluded with discussing how these strategies could be applied in a classroom setting or a project collaboration situation.
Innovation, Learning, and Science Accessibility
Elliott, Scott Anderle, and Scott Albrecht discussed the importance of innovation and the role of noise in learning and development. They also highlighted Dr. Gervace's upcoming interview on Elliott's podcast, "Brain Health with Dr. Jardin,"
Sports Psychology: How To Train Your Mind - With Dr. Michael Gervais
https://lnkd.in/gxNM_8Em
The trio also explored the role of sports psychology and the significance of motivation and retention in learning. They emphasized the role of emotions, the need for appropriate challenges, and the use of extrinsic motivators. The conversation concluded with focusing on making science more accessible and relevant to the general public.
BONUS EPISODE with Dr. Elliott JardinBONUS EPISODE with Dr. Elliott Jardinpodbean.com
Our movement is fueled by a desire to serve others. We may find ourselves or our employees passionate about the mission of the credit union, but not loving there work. America's Career Coach, Ken Coleman is a 2 time best selling author and the nationally syndicated radio host of The Ken Coleman Show. We bring him on to share how to make it and what to do once you've made it to the job you love.
In this episode we cover:
- How to use the Get Clear Assessment to find the job at your credit union that you were wired for
- Why the Proximity Principle is key in finding the job you were wired for
- What to do when you have a case of the Mondays
- What's next once you have "made it" to the job you were made for
Links from show:
Click here to take Ken Coleman's Get Clear Assesment!
Follow Ken Coleman on your favorite social media platform!
Learn more about our Leaders Worth Following Course!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Our mission with this podcast is to serve hope clearly, providing access to industry perspectives in the credit union movement. We want to raise leaders who focus on creating a culture around sales and service. We believe this will improve the financial well-being of our members and change the world.
We aim to reach 65,000 new learners within the credit union movement by the end of 2026. Our podcast plays a massive role in that number, with well over 25,000 podcast downloads.
Today we bring on friend of the podcast, co-author with Albrecht, and Associate professor at Miami University in the neuroscience and human behavior department, Dr. Elliott Jardin.
Dr. Elliott Jardin, an Assistant Professor in Miami University's Social and Behavioral Science department, researches individual differences in cognition. His specific focus is on learning, neuroscience, and cognitive aging. He is an award-winning teacher who credits his research on learning to his success in the classroom. One of his main initiatives is to make science more accessible to people outside of academia.
Company Website: https://miamioh.edu/regionals/profiles/elliott-jardin.html
Linkedin: https://www.linkedin.com/in/elliott-jardin-ph-d-66734277/
Brain Health Podcast: https://podcasts.apple.com/us/podcast/brain-health-with-dr-jardin/id1536539944
Podcast Appearance with Albrecht: https://podcasts.apple.com/au/podcast/what-struggling-teams-are-missing/id1688109033?i=1000646786092.
Dr. Jardin's mission aligns with our mission, and that is why we brought him on to discuss the following:
- Neural Science of learning and development
- Post learner experience – How can I best exploit the resources given to me in a training.
- How should credit unions prepare employees for learning and development engagements?
- How can we develop our communication skills to articulate ideas and communicate effectively with diverse stakeholders within and outside the credit union?
Motivation, Emotion, and Learning: A Conversation With Elliott
Scott Albrecht and Dr. Elliott discussed the role of motivation and emotions in learning. Elliott highlighted the importance of tailoring learning activities to align with motivation and the role of dopamine in motivation and enjoyment. He emphasized the significance of emotional content in memories and the role of challenge level in learning and development. Elliott suggested the existence of a 'Goldilocks Zone' where the challenge level is adequate and depends on individual factors. They also touched on the role of phased learning spaced over time, with repetition key to long-term memory retention.
Neuroplasticity, Emotion, and Attention Networks
Elliott explained the concept of neuroplasticity and its role in memory retention, stating that repeated use of resources helps strengthen the connections between neurons. The group discussed its application to learning and development, with Scott Anderle inquiring how repetition could influence long-term retention. Elliott elaborated on how emotional connections, such as those tied to music, can regulate emotions and affect memory retention. The group also discussed the function of the dorsal and ventral attention networks in the brain, with Elliott explaining the focus of each and Scott Anderle proposing that individuals can train themselves to improve their ventral attention network. Elliott suggested that mindfulness meditation could help strengthen the dorsal attention network.
We want to be giving the best service possible for our members. This will build confidence with them trusting us with their finances. In this episode our co-host, Anderle talks about how the skills from the food service industry translates to the financial service industry.
In this episode we cover:
- Why competence is the key element in service excellence, regardless of industry
- How we use empathy in relation to competence
- The relationship between the credit union and its members
Links from show:
Learn more about our Leaders Worth Following Course!
Sign up for our leadership development course, Vertex Live Nationwide
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The credit union movement is one that champions women leadership. One of the founders of the CUNEB as Louise McCarren Herring, from Ohio. Our guest, Emily Leite is the Chief Advocacy Officer at the Ohio Credit Union League, with nearly a decade of state and federal credit union advocacy experience.
In this episode we cover:
- How the Ohio Credit Union League keeps the legacy of Louise McCarren Herring alive.
- Progress made with women in leadership in the credit union movement.
- Why credit unions should care about advocacy, because we are severely under represented
- 4 elements to advocacy for the credit union movement
- What you can do to better represent credit unions for advocacy
Links from show:
Click here to learn more about ServiStar's Emerging Leaders Workshop!
Get involved and find your credit union league chapter here!
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
The tattooed nerd teaches us tips and tricks to make the most of our virtual trainings and meetings, which seem to becoming the norm. Patrick Kelley is currently the Distinguished Architect at Zoom and has previously worked for Microsoft.
In this episode we cover:
- What does it mean to Never Leave Good Enough Alone
- How to use zoom to enhance your role as an educator and presenter.
- Zoom AI features to make your life more convenient.
- What tools Zoom has to use its platform as your call center
- The power of Zoom in the Microsoft ecosystem
Links from show:
Click here to learn more about our New Employee Bundle!
Follow Patrick Kelley to learn more about Zoom.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Financial literacy and autonomy in the 21st century will require our movement to understand, embrace and educate the paradigm shift of digital assets and decentralized/distributed technologies. What will we do when our member wants to use digital assets and protect their wealth? Executive Vice President at St. Cloud Financial Credit Union, Chase is a pioneering leader in the credit union sector and an active board member of the MN Crypto Council and a recognized speaker on digital assets and blockchain. Jon Ungerland, the Chief Innovation Officer at DaLand believes local financial institutions can contribute to the flourishing of democracy and quality of community life by ensuring fair and affordable access to capital and modern banking services; I know they can, but I’m concerned they won’t by default
In this episode we cover:
- How we foresee the government embracing crypto in the near future
- What is CBDC
- Risks that cryptocurrency poses to the credit union movement if we do not embrace it.
Links from show:
Click Here to earn your Credit Union PhD!
Click Here to stay up to date on crypto currency at cryptcouncil.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Get down with the system. While systems are good, over-reliance on the process could lead to poor behaviors in referral sales. In this episode we give practical tips to help you and your team focus on the behaviors of a referral sales champion rather checking off the boxes of the systems in place.
In this episode we cover:
- How to catch your team doing referral sales right
- Redirecting behaviors that reflect poor referral sales.
- What to do to get a real pulse on how your effective your referral systems are.
- 2 Effective and practical incentives for referral systems that you can start today.
Links from show:
Register for Referral Sales Champion here!
Save money by bundling Referral Sales Champion. Sign up for our new employee bundle here!
Sign up for Vertex Live Nationwide. Click here to develop your team's leadership skills.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
As a movement we want to improve the financial lives of our members but we may be unwilling to sell products because it makes us uncomfortable. In this episode we connect selling with meaning and relevance to inspire front-line employees and leaders to improve the financial lives of our members.
In this episode we cover:
- How to respond to common excuses of why team members do not want to sell.
- How selling affects the 1. External 2. Internal 3. Personal Character
- Why lack of selling leads us to operate with a scarcity mindset rather than an abundance mindset.
- 3 Truths we need to sell
Links from show:
Interested in becoming a sales champion? Sign up for our new employee bundle here!
Are you ready to become the leader you know you can be? Sign up for Vertex Live Nationwide here.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
We say we are about people helping people, but most of us are killing the industry softly with our teller stare. We discuss how service excellence is how we embody the value of helping people as Scott & Scott delve into a wealth of actionable advice to combat the dreaded, "Friday fatigue."
In this episode we cover:
- Challenges leaders face with excellent service.
- The Teller-Stare
- Hierarchy of Bad Service
- 4 service excellence hacks
Links from show:
Interested in service excellence? Sign up for our new employee bundle here!
Are you ready to become the leader you know you can be? Sign up for Vertex Live Nationwide here.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
Leaders should be focused on how to transform good into great. The challenge we face is that we get overwhelmed with the urgent tasks that distract us from the important coaching tasks we have as a leader. Our class, Coaching For Performance, is focused on the science of coaching and how to practically do this. In this episode we focus on the art of coaching while sharing some secrets from the class.
In this episode we cover:
- What are your employees skills and attributes and how to exploit these talents.
- How to coach an employee to be ready for opportunity without diminishing your team's performance.
- Good Loss vs. Regrettable Loss
- Inspiring stories of how to maximize the potential in your team members.
Links from show:
Learn how to coach your team to be high performers. Click here to register for Vertex live nationwide.
Don't have the time or budget to take Vertex live nationwide. We offer Coaching For Performance live online, as a standalone class. Click here for more info.
Subscribe to The Credit Union Leadership Podcast on your favorite streaming service.
We want to hear from you! Talk with us so your podcast can best serve you.
Studies show that over half of the current credit union CEO's will retire within the decade. The alarming fact is that 56% of new CEO's typically fail within the first 18 months. Don't be the average CEO. Listen to this episode and learn how to be a leader worth following.
In this episode we cover:
- Significant elements that are vital for the prosperity of new CEOs.
- The challenge for CEO's to be self-aware.
- Learn which of the five leadership voices you have and how to use it to inspire a winning team.
- An opportunity to excel as a leader in our new class Creating Leaders Worth Following.
$100 OFF NEW COURSE! USE DISCOUNT CODE: giant
Links from show:
Click here to sign up for Leaders Worth Following - USE DISCOUNT CODE: giant FOR $100 OFF
Take the free 5 Voices Assesment to help you identify your foundational voice
Subscribe to Credit Union Leadership Podcast on your favorite streaming service
Do I want to be an order taker or a pushy salesperson? In this episode we talk about the two extremes in sales and using the credit union mission to find the balanced middle.
In this episode we cover:
- Identify if you lean towards being a passive order taker or pushy salesman and how to be in the well balanced middle.
- Examples of how to and how not to do referral sales as a balanced salesperson.
- Why we should be passionate about referral selling in the credit union movement.
Links from show:
Leaders, get your team to buy into referral selling for the credit union movement. Click here to register for our Credit Union PHD class!
Subscribe to The Credit Union Leadership Podcast on your favorite streaming service.
We want to hear from you! Talk with us so your podcast can best serve you.
What separates the good from the great? We all know a great leader when we see one. But can we define a great leader? In this episode we discuss how our Vertex course defines and trains great leaders.
In this episode we cover:
- Using your attributes to the maximize potential.
- Over and under emphasizing outcomes and behaviors
- The importance of clear communication regarding mission
- Setting clear expectations
Links from show:
Are you ready to become the leader you know you can be? Sign up for one of our leadership classes here.
Subscribe to The Credit Union Leadership Podcast on your favorite streaming service.
We want to hear from you! Talk with us so your podcast can best serve you.
Most people have apprehension when asked to do a sales based role in their job. We look at the top three reasons why sales can be challenging and give you a solution to rise above these hurdles.
In this episode we cover:
- Top three reasons people are reluctant to do sales.
- Member-Centric vs Profit-Focused sales models
- The significance of The Umbrella Man in our movement.
- How credit unions are counter-cultural
Links from show:
Click Here to see the Umbrella Man
Interested in becoming a sales champion? Sign up for our course here.
Subscribe to The Credit Union Leadership Podcast on your favorite streaming service.
We want to hear from you! Talk with us so your podcast can best serve you.
Service Excellence is what defines the credit union movement, but the recent ASCI survey on customer satisfaction begs to differ. In this episode we emphasize the need for maintaining attention to detail and customer satisfaction.
In this episode we cover:
- Where Chick-fil-A and credit unions are similar.
- Speed between credit unions and other financial institutions.
- The evolution of service excellence in the last 10 years
- What does the future of service excellence look like?
- How can you be a part of the movement to improve service excellence.
Links from show:
Click here to see American Customer Satisfaction Index to see how credit unions and banks compare today.
Free Resources - watch our leadership minute videos and get our free books to inspire you to give excellent service.
Interested in service excellence? Sign up for our course here.
Subscribe to The Credit Union Leadership Podcast on your favorite streaming service.
A cap off of a great run- Season 5 ends with leaders @Chris Bryan our COO and @Taylor Murray our CEO as we discuss our past year and what's to come at ServiStar Consulting.
According to Gallup research, most workers in the world are disengaged with their work. For the past 5 years, ServiStar new hire, Scott Anderle, has worked at Chick-fil-A, where his team built a culture around being the most caring company and how to apply this sense of mission to your credit union.
In this episode we cover:
- Find your purpose.
- Find a company whose mission aligns with your purpose.
- How to live out your mission in the little things.
- What is your story that gives you purpose?
Links from show:
- Scott Anderle
- Email to set up time to talk through some ideas and see how we can develop you
- Scott.Anderle@ServiStarConsulting.com
Click Here to look at Becoming A Sales Champion course and other trainings ServiStar has to help your team connect to your mission.
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
With mergers becoming more common within the movement, we decided to discuss the process. For the past 20 years, our guest, Mike Bell, has completed the majority of credit union purchases of banks and other businesses, including insurance, investment, and trust companies and real estate brokerages and mortgage originators.
In this episode we cover:
- Strengths of both a progressive, high-risk taking credit union and non-progressive, traditional credit union.
- What credit unions can bring to a merger is more than just assets.
- The role of board members in a merger or acquisition.
- How avoiding the discussion of a merger early on is a mistake.
- What can credit unions use as leverage in a merger.
- 3 key components in a successful merger
- The importance of doing pre-work in the decision-making processes and respecting the time of the team and the organization.
Links from show:
- Mike Bell
- 269.337.7877
- mbell@honigman.com
Click Here to look at all the trainings ServiStar has to offer
Subscribe to ServiStar Leadership Podcast on your favorite streaming service
As leaders in the credit union, we have either been involved in or intrigued by the hiring process for executive level members.
Our guest, JT is the president of Angott Search Group. JT is committed to search and recruit for a wide range of position levels in the credit union sector, including everything from CEOs, CFOs and CIOs to loan officers, business bankers and branch managers.
He shares with us the rookie mistakes and ways to be a memorable candidate when applying for a management or executive role.
In This Episode We Cover:* The interview process is a two way street * Mistakes we make during the recruiting process * What makes a good resume * How to prepare for an interview * Using the CLAMPS model to learn why people are looking for a new job * Tips to stand out in the CEO interview process
Links from the Show:* Contact JT Westendorf + Email JT at jtw@asgteam.com + Click here to connect with JT over Linkedin + Phone: 248-453-0107 * Learn more about Angott Search Group here asgteam.com * Subscribe to ServiStar Leadership Podcast on your favorite streaming service * Click Here to look at all the trainings ServiStar has to offer
ServiStar is growing and scaling to be able to offer new solutions to help credit unions grow while maintaining the same level of consistency credit unions have come to us for. Our mission is to inspire transformational change in credit unions and to help us do that, we recently onboarded a new COO, @Chris Bryan
On this podcast, Chris shared his story of why working in this great industry got him hooked early on, who he trained in new hire orientation, and what he has in common with our CEO and producer.
Here is a sneaky peak at his recent accomplishments:
A new an improved learning library- did someone say "Masterclass"
Also these Bundle packages- new for 2024
2024 Program BundlesGet Yours Now!Contact us to secure your bundles and receive more information.
Contact UsUltimate Member Service BundleCredit Union PhD Service Excellence Becoming a Sales Champion or Referral Sales Champion$247 $179Launch your employees unparalleled growth through Our Credit Union PhD, Service Excellence, and Becoming a Sales Champion or Referral Sales Champion workshops.
Your employees first dive into the rich history of financial cooperatives, where "people helping people" sets the cornerstone, in our popular Credit Union PhD workshop. Then, we’ll equip them with the skills and mindset to elevate your members’ experience to new heights through our Service Excellence workshop. In Becoming a Sales Champion, they’ll develop skills to improve your members' financial wellbeing by seamlessly presenting relevant products and solutions. Alternatively, for those in roles focused on referrals, our Referral Sales Champion workshop opens doors to unmatched expertise.
Don't miss out on this extraordinary opportunity! Contact us now; this bundle is in high demand and workshop seats fill up quickly.
Bulk Pricing Options:Quantity Price Discount 1–9$17928%10–25$14940%26–50$12948%51–99$10956%100+$9960%Premier New Leaders BundleEmerging Leaders Coaching for Performance$1,898 $1,620Unleash the potential of your new leaders with the Spring 2024 Emerging Leaders and Coaching for Performance development programs.
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? This is the best investment you can make in your new leaders!
Our Emerging Leaders program equips your rising star with the foundations of leadership such as building trust, establishing themselves as leaders and managing their former peers. In Coaching for Performance, we arm leaders with tools to propel their team to new heights. We cover the difference between coaching and managing, how to effectively redirect undesired behavior, and ways to coach their team during a busy workday.
This is a game changing bundle that empowers your new leader to craft a legacy of success. Contact us today!
Bulk Pricing Options:Quantity Price Discount 1–4$1,62015%5–9$1,46523%10+$1,29932%Peak Performance Leadership BundleVertex Live Nationwide Coaching for Performance Emotional Intelligence$2,647 $2,249Elevate your Top Talent's success with the Spring 2024 Vertex Live Nationwide development program, Summer 2024 Emotional Intelligence workshop and Fall 2024 Coaching for Performance program.
Vertex Live Nationwide is our flagship program where leaders learn to deploy skills that will supercharge leadership performance, employee engagement, member service and profitability. Our Emotional Intelligence workshop is a dynamic and interactive program that dives deep into the core aspects of Emotional Intelligence, teaching essential skills for leaders to navigate both work and life with poise and mastery. In Coaching for Performance, we arm leaders with tools to propel their team to new heights. We cover the difference between coaching and managing, how to effectively redirect undesired behavior, and ways to coach their team during a busy workday.
This is our most popular program for credit union leaders. Contact us today to unlock the gateway to stronger leaders!
Bulk Pricing Options:Quantity Price Discount 1–4$2,24915%5–9$2,02523%10+$1,79932%Standout Branch Manager BundleBecoming a Business Development Champion Vertex Live Nationwide$3,298 $2,799Watch your Branch Manager soar to new heights with our Spring 2024 Becoming a Business Development Champion and Fall 2024 Vertex Live Nationwide development programs.
Becoming a Business Development Champion equips branch managers with the knowledge and skills to thrive in today’s competitive financial landscape by leveraging market trends, growth opportunities, marketing strategies and strategic partnerships. Vertex Live Nationwide is our flagship program where leaders learn to deploy skills that will supercharge leadership performance, employee engagement, member service and profitability. Through cohort-based learning, your leaders will transcend boundaries, networking with other credit union professionals to gain fresh perspectives on credit union leadership.
Don't let the competition outpace you. Contact us today to ensure a spot for your high-performing branch manager!
Bulk Pricing Options:Quantity Price Discount 1–4$2,79915%5–9$2,51524%10+$2,25032%Back to All Events* Our Solutions * Events * FREE Resources * About Us * Client Portals
Info@ServiStarConsulting.com Like us on Facebook Follow us on LinkedInThis certification verifies that ServiStar Consulting has the equipment, environment, and skills to deliver a professional remote presentation to your credit union.
Grab a pen and some paper. The latest vertex live nationwide class got a new topic - Emotional intelligence. They did a fantastic job giving the ServiStar team questions to answer in between sessions on the topic covered. Mike recorded his response to the questions posed and we used the audio for this podcast. Enjoy this episode of the credit union leadership podcast!!! Here is the transcript:
Mike Neal, Chief Learning Officer at Service Star Consulting, discusses how to respond to emotional cues in professional settings. He emphasizes the importance of understanding the context behind emotional reactions and suggests asking open-ended questions to gain insight. Mike also shares strategies for balancing empathy and emotional response while maintaining professionalism. He highlights the significance of delivering the truth in a gracious way and taking bold action when necessary. The podcast provides valuable insights for managing emotions and maintaining professional relationships. ChaptersResponding to Emotional CuesBalancing Empathy and ProfessionalismTelling the Truth in a Gracious WaySeparating Personal and ProfessionalDeveloping Leadership Core ValuesNavigating Difficult SituationsFocusing on PerformanceTo learn more on the topic, come to our 4-hour workshop https://events.servistarconsulting.com/event/emotional-intelligence/
Discover the Path to Success with ServiStar’s Exclusive Emotional Intelligence Course!Are you ready to unlock the secrets to personal and professional success? Look no further! ServiStar proudly presents a specialized 4-hour course on Emotional Intelligence, custom-tailored for credit union employees like you.
Embrace a transformative experience in our dynamic and interactive program, where we dive deep into the core aspects of Emotional Intelligence (EI) and unveil its profound influence on your workplace performance, member relations, and overall well-being. Gain the essential skills to navigate both work and life with ease and grace.
Through engaging discussions, real-life scenarios, and practical exercises, we’ll equip you with powerful tools to enhance your emotional intelligence and drive positive outcomes in every aspect of your career and beyond.
Don’t miss this incredible opportunity to join us on a journey toward emotional intelligence excellence. Elevate your credit union career and make a lasting positive impact on your workplace and beyond. Enroll today and pave the way for a brighter and more fulfilling future.
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From 1998 to 2023, ServiStar has inspired transformational change in our great movement. To help us celebrate, George A. Hofheimer of Hofheimer Strategy Advisors joins Mike Neill to reminisce on their time together building what we now know as ServiStarConsulting.
George Hofheimer has 25 years of experience advising the consumer finance industry.
George was the head of research and development at Filene Research Institute, the credit union industry's think tank, for 15 years. Previously he was the chief learning officer at CUES, the credit union industry’s leading executive education association for 8 years.
He has conducted hundreds of advisory engagements with consumer finance organizations across the globe and authored dozens of research reports, including a book entitled Banking on a Human Scale.
George began his career in international business development, including as a member of the first group of Peace Corps Volunteers in the former Soviet Republic of Uzbekistan. George obtained his MBA from the University of Wisconsin-Madison.
It's been a while since we did a BONUS episode.
We have never done an episode this impactful that wasn't a part of our regular cadence.
It was too impactful to hold for a regular release date.
Do I have your interest yet!!???!!!- You need to listen to this podcast.
@Walter Scioli- you have the floor, my man.
Here is the solution Walter raved about in the podcast: https://www.servistarconsulting.com/our-solutions/member-experience-builder
Credit Union Member Experience Program
Today's consumers have more options than ever for financial services. That means attrition potential is high for organizations that only invest in transactional assistance. To remain competitive, improving the credit union member experience is essential.
ServiStar Consulting can help. Our credit union member experience program provides your team with the skills, resources and processes to transform their cultures and develop exceptional teams.
Member Experience Builder Features
As part of our full-featured member services training for credit unions, our teams provide comprehensive tools to:
* Develop service standards. Better experiences start with robust processes for defining and delivering them. We'll show you how.
* Grow leadership, coaching and training skills. Modern workforces are more diverse than ever. ServiStar Consulting provides the people management knowledge your supervisors need for effective leadership.
* Create engaged teams with superior sales and service skills. An engaged workforce is more productive, which can lead to a healthier bottom line. We provide sales and services training for internal and external stakeholders, plus internal surveys to gauge sentiment and spur engagement.
When you partner with ServiStar Consulting for credit union member services training, you'll also have access to our on-demand learning library and ongoing support.
Our Process
ServiStar Consulting uses a proven four-phase approach to improve credit union member experiences:
* Phase One — planning. Our scalable and customizable services begin with in-depth strategy planning with our executive and implementation teams.
* Phase Two — leadership training. During this phase, we provide supervisory staff with the foundations for becoming sales stars and coaching others for higher performance.
* Phase Three — employee training. Our skill-building workshops help grow your staff's confidence in identifying members' needs and recommending the best solutions to meet them.
* Phase Four — leadership and coaching development. This final phase builds on the skills introduced in phase two to further develop effective and successful people-management expertise.
Why Your Credit Union Needs the Member Experience Builder
ServiStar Consulting is a complete solution for better member experiences, founded and owned by credit union professionals and designed specifically for these organizations' unique needs. Our services help:
* Increase credit union income. Needs-based selling and high-performing teams position credit unions to thrive. Members who use more of your products and services naturally create higher revenues.
* Improve credit union culture. Positive organizational cultures and internal service nurture pride, accountability and efficiency. Better workplace values also help your credit union attract better talent.
* Increase credit union member engagement. Providing exceptional member experiences builds trust and loyalty. These feelings translate to less member attrition potential.
* Improve employee retention. Boosted workforce engagement and compelling rewards programs help credit unions keep their most qualified and highest-performing team members. Reduced turnover translates directly into savings on recruiting and hiring costs.
Contact ServiStar Consulting for Your Custom Solution
Our customized solutions deliver lasting change for improved credit union member experiences, higher revenue and more engaged and skilled teams. We draw on decades of firsthand credit union experience to tailor programs for your organization's unique challenges and opportunities.
Take the next step and schedule a call with an expert or submit our digital contact form. Enrich your credit union’s culture today.Enter your email address for access to actionable advice that will revolutionize your organization’s sales and service culture!
ServiStar's Mike Neill and Community Financial's Tansley Stearns share on today's podcast the journey they both took to get ServiStar where it is today. They also deep dive into what it looks like to lead with purpose inside and outside of our great movement. It is our great pleasure to bring to you, the Tansley Stearns Anniversary podcast!
How do you compete in the marketing space as a credit union? On today's episode, we sit down with marketing guru, Adam Mark, of 2060 Digital who discusses how to show up on a search without running out of your budget. To keep this conversation going, connect with him on LinkedIn Here: https://www.linkedin.com/in/adam-mark-8052864/
Eric Gubka, Credit Union Enthusiast joins fellow nerd, Taylor Murray and take us on a journey through history, our history, in this podcast and give you a teaser for our new grassroots movement program we run for FREE call PHD.
Here is more about the new program:
Limited to the first 50 participants! Let’s not forget why we do what we do. The credit union movement is growing, but is our commitment to People Helping People keeping pace? As credit unions continue to grow and expand, many credit union employees and leaders forget or never learned how and why we started.
Enroll today and begin earning your credit union PhD – the Philosophy, History and Development of our movement. In this fun and interactive 90-minute workshop, we’ll talk about the motivation and passion our early leaders had when transforming cooperative financial institutions.
Who Should Attend? From tenured employees to new hires, from the C-suite to the teller line. If you care about the Credit Union Movement, please join!
Topics Include: Who was Hermann Schulze-Delitzsch, and why you should care? Friedrich Wilhelm Raiffeisen, what made him tick? Alphonse Desjardins, the Canadian who brought credit unions to North America. Ed Filene, the visionary and advocate for financial fairness for everyone. Roy Bergengren, the relentless lawyer who broke through hundreds of obstacles on his way to chartering over 1,000 credit unions. Louise McCarren Herring, the original credit union millennial and mother of credit unions.
The link to join us is here: https://events.servistarconsulting.com/event/credit-union-phd/
On this episode of the Credit Union Leadership Podcast, our founding father, Mike Neill shares some eye-opening data from the latest Gallup survey on the state of employee engagement. Brace yourself, because the results show that only 33% of employees in North America are actually engaged in their work. That means a whopping 67% of employees don't really care about their jobs. 😮 Now, before you listen to this podcast, I want you to understand the importance of this issue. Building a strong work culture and delivering a great member experience becomes challenging when a significant portion of our workforce lacks motivation and connection to their work. So, let's dive into the survey findings and explore the key drivers of engagement. Plus Mike will share some insights on how we can create a more meaningful and relevant work environment. Get ready to be inspired and let's take action together! 💪
Today we regroup with our friends over at Life Money You to discuss what they have been up to since we last spoke. Sit back, relax, and enjoy this episode of the Credit Union Leadership podcast!
Life. Money. You.®
BCU's chosen Financial Well-Being Program to help you take control of your money.
A holistic financial well-being Credit Union Service Organization (CUSO), owned by BCU, providing prescriptive solutions through digital tools, one-on-one financial coaches, live events, and access to financial health products and services to encourage behavior change and improve people's financial health.
Website https://www.bcu.org/Financial-Well-Being/Life-Money-You Industry Financial Services Company size 2-10 employees 3 on LinkedIn Includes members with current employer listed as Life. Money. You., LLC, including part-time roles.
Headquarters Vernon Hills, IL Founded 2022
Locations (1) Primary Headquarters 340 N Milwaukee Ave , Vernon Hills, IL 60061, US
Megan James our newest trainer and now learning and development instructional designer has created two new trainings you should know about. More about her is below:
Hometown: Rolla, MO
Pets: Two Goldendoodles, Ruby and Piper
Hobbies: Going to the beach, exploring new restaurants, spending time with friends and family, but mostly working on my yard and house
Strengths: Learner – Achiever – Intellection – Relator – Discipline
Favorite Life Hack: Putting saran wrap on a paint brush, cup or tray while painting so it doesn’t dry out.
Here are the show notes from the podcast;
Q1: Your first idea was to beef up what we call Train the Trainer here at ServiStar. Can you describe to the listeners your vision for such a quest?
My vision was to create a robust and impactful training that was comprehensive. In my experience over the years there are many train the trainer programs, but there are always pieces missing that I feel are valuable. I wanted to ensure with our train the trainer program that all of our learners walked away with everything they needed to be successful.
Q2: After delivering this onsite last week, I can say with certainty this is not one you will want to miss out on folks….Seeing that this can be a competency for ServiStar in and of itself, what types of credit unions could you see bringing us on to just do Train the Trainer
Well, Scott, honestly it really depends – could be a smaller shop with a one person training team who never gets developed on their own but whose job it is to develop others- or a huge credit union with a 20 person training shop who could use this training to align expectations of effective training practices.
Q3: If a credit union were to be interested in learning more about this training where can they go to get help-
I highly encourage anyone interested to go to our website at www.servistarconsulting.com and click on the yellow button at the top to schedule a call with me. I would be happy to discuss the program in more detail.
Megan also added to our competency list an Emotional Intelligence training most recently
Q1: Where did the demand come from for this custom piece of training-
I think that often times as leaders we get wrapped up in the operational aspect of our job and don’t lean on our emotional intelligence as much as we should. Using this awareness in our interactions is so impactful. We are kicking this off very soon with the credit union leagues in the Southeast and have other credit unions ready to sign up as soon as it’s available.
Q2: Give us a sneak peek of the material, what is one of your favorite aspects of this new training.
Oh gosh, I love all of it and truly enjoyed developing it, but I think my favorite part is the role play I created at the end to truly give leaders the opportunity to walk through a situation that could be emotionally difficult utilizing all of the different strategies discussed throughout the course.
Q3: Any last thoughts for the listeners?
Ya know, I just have to say how much I love working on our team, Scott. I am truly excited about coming to work every day. I love these two new courses we’ve created and I think they will be valuable to our clients, but I’m even more jazzed about the material we have in the pipeline, so stay tuned!
Q1: And the most important question we could ask on this podcast….Megan…how are your dogs?
Aw, thank you so much for asking! My little unemployed freeloaders are doing really well.
To learn more about these trainings and others we use to serve the credit union industry check us out at : https://www.servistarconsulting.com/team/megan?_gl=19r3ybx_gaMTc1NzQzOTk2My4xNjcwMTkwMzQ2_ga_QL3RMP89SM*MTY4MzYzODM5Ny4xMzkuMS4xNjgzNjM5OTA4LjU0LjAuMA..
There are many misconceptions about delegation. In this episode, listeners will learn how to avoid the pitfalls and challenges in order to use this leadership skill for the development of their employees.
To register for our Fall Vertex Live Nationwide course- click this link here: https://events.servistarconsulting.com/event/vertex-live-nationwide/
We get this question all the time at ServiStar...how do I coach up? Teaser..you can't coach up. But today we discuss what you can do. Listen in as we speak with Mike Neill, Founder of ServiStar Consulting on this topic. "it's hopeless and everyone dies at the end of this movie" - Mike Neill.
Willingness to vs Caring or Wanting to. On today's podcast, Mike Neill continues our chase of adequate semantics and answers the question: To what degree is it a leader's job to influence someone's want to? Caring does not transfer - listen to this podcast for more about what you can do.
Buy In, Boxing, and Bankruptcy....what do they all have in common?
se·man·tics1. the branch of linguistics and logic concerned with meaning. There are a number of branches and subbranches of semantics, including formal semantics, which studies the logical aspects of meaning, such as sense, reference, implication, and logical form, lexical semantics, which studies word meanings and word relations, and conceptual semantics, which studies the cognitive structure of meaning. * the meaning of a word, phrase, sentence, or text.plural noun: semantics
Such quibbling over semantics may seem petty stuff...some may say. But culture change and language go hand in hand in leadership. Today we discuss with Mike Neill the difference between buy in and engagement and why it's important to search for the right one and not accept the other as sufficient in leading change.
CU1 is known by the rest of the industry for top talent, cold temps, and colorful shoes. ServiStar has had the privilege of working along side their management team as 50 of their leaders participate in our highly coveted, research based leadership development program. To celebrate our 25th year of helping credit unions with topics such as leadership development, their CEO and President, Mark Burgess joined the podcast to give his take on leadership development at CU1 in Alaska.
Mark Burgess President/CEO Mark started his career in IT for both small and large organizations, and his passion is finding elegant technical solutions to drive organizational efficiencies. Before serving as CEO of Credit Union 1, Mark moved to Alaska from New Hampshire in 2018 to serve as CU1’s Chief Technology Officer. He was responsible for day-to-day IT operations, project management, information security, and facilities. In his newest role, Mark brings immense knowledge, innovative thinking, and a commitment to lead with empathy, compassion, and service to others.
Mark finds ways to give back whenever he can and serves on the Alaska SeaLife Center Board, the Alaska State Council on the Arts Commission, and the Alaska Public Broadcast Commission. He and his wife, Hannah, are also avid birders who are always searching high and low for new birds - and trying to see more birds in a year than his dad
Bryanna is an independent contractor and coach working as President and CEO of BrightPeak Consulting and previously worked extensively with ServiStar as a client onboarding our 3-part series on leadership development, Vertex as the Director of Employee and Organizational Development for Heritage Financial Credit Union, headquartered in Middletown, New York. She volunteered to take the time to help ServiStar celebrate our Golden Anniversary on today's podcast. We will have an Anniversary podcast air on our anniversary day of April 15th with others, like Bryanna, who have helped ServiStar get to where it is today. #Teaser
More about Bryanna: "I am a self-aware, engaged, high-performing People Operations Leader, with a passion for human and organizational growth. I have 15 years of experience impacting positive organizational outcomes through leadership coaching, product development, and dedication to employee engagement. I enjoy continuously learning about myself and others, and I believe that we are all capable of personal growth.
I love partnering with people and teams to create an engaged and productive workforce! Some of my favorite topics to talk about are:
Employee Voice, Employee Engagement, Self Discovery, Teamwork & Team Growth, Career Dreams, Strategy Sessions, and Finding your Magic.
I enjoy networking with people who are also passionate about their growth." You can connect with her and her company here: https://www.linkedin.com/in/bryanna-mehling-56b2994b/
The Credit Union Leadership Podcast is proud and honored to introduce a new series called Chiefs Corner with our Chief Executive Officer Taylor Murray, on this episode, we interview Meggan Schwirtz, a Vertex Live Nationwide Graduate from 2021, and new Chief Experience Officer at St. Cloud Financial Credit Union.
Meggan comes from a host of talents ranging from executive leadership, business development, and branch experience/community strategy and is a true rising star in the industry.
RisingLeader #StCloudFinancialCreditUnion @Meggan Schwirtz
Today, we interview a credit union leader and inspiration to other women looking to achieve great things in this industry. A CUDE friend and fellow podcast host joins the Credit Union Leadership podcast, Lauren Culp, Publisher & CEO of CUInsight.
- youtube
Lauren CulpPublisher & CEOCUInsight.comIt’s high time to shine a brighter light on the spectacular women in the credit union industry – on today's episode we discuss what women in our industry can look up to in the current leadership position women hold and the obstacles still in our way to make the industry better for women in the future. Taylor Murray asks our honored guest the below questions to tune in to see how Lauren repsonds. :)
What do you enjoy most about your work at CUInsight?
How has your work with CUDE informed your leadership in the movement?
Where do you see this industry heading and how is CUInsight positioned to help it?
In today's podcast, we discuss credit union name changes with the President and CEO of Koin Credit Union, Doug Clinton. His credit union recently changed its name from Lifeway Credit Union to Koin CU- listen in as he highlights the reasons why, how they did it, and what you should do if you are thinking of a name change.
Douglas P Clinton https://www.linkedin.com/in/douglaspclinton/Koin Credit Union was founded on one ideal – to leverage Christ-Centered Stewardship to improve the financial lives of our members through ethics, responsibility, and prudent leadership. They’re all integral components we believe help us achieve that lofty goal. It’s that simple. We Are KoinWe are a small group of people who care about other people. We are a safe place for people who seek faith-based financial guidance and support. We are a community of like-minded individuals who want to make a difference. We are servants of Christ, who strive to grow his kingdom through generosity and stewardship.
We Are Fresh. We do digital tools with a fresh approach: With human warmth and connection.
We Are Welcoming. Just as Christ turns no one away, we welcome people at any stage in their financial and faith journey.
We Are Empathetic. We do everything with a spirit of grace and humility, knowing we all fall short of the glory of God.
We Are Honest. We understand the trust you put in us as stewards of your finances. We honor that trust with transparency and integrity.
We are Stewards of Christ. Our unwavering goal is to grow the kingdom through the generosity and Christ-centered stewardship.
Brad is an up-and-coming CEO out of Flint Michigan who you may remember used to work with Taylor Murray and Producer, Scott Albrecht at BCU. He also went to college with Scott where their paths certainly would have crossed at fraternity circle during their time at Western Michigan University college. But you will hear in this podcast, that young Brad was eager to succeed, continuing his education journey to get his Law degree from the University of Toledo and as the CLO at BCU attended school at Notre Dame and graduated with an MBA. He has been the CEO of Financial Plus Credit Union in Michigan since December 2019 and is a good friend of both Taylor and Scott. I can’t wait to have you listen in as a fly on the wall as two CEOs talk shop!! We cover various topics, from mentors and mistakes to fintech and the race to scale.
President/CEO at Financial Plus Credit Union - Michigan
To contact Brad- reach out to him here: https://www.linkedin.com/in/bradbergmooser/
Enjoy this episode of the Credit Union Leadership podcast!!
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager?
ServiStar’s Emerging Leaders program takes new and emerging managers and turns them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance.
Sessions covering topics such as:
- How to Manage Former Peers
- Building Trust & Influence
- Change Management
- Emotional Intelligence
What's included:
- Leadership assessment
- One-on-one access to ServiStar's facilitators
- Access to the ServiStar Network
Register Here
Listen in to hear who CRASHs the podcast to open season 5 in our 25th year of helping credit union clients.
Also, Taylor Murray, CEO, and President of the podcast discusses tweaks we made to give you more access to our training at less cost!!
Peter J. Benjamin joins us today on the Credit Union Leadership podcast to discuss leadership in mortgages today and in the future and what ServiStar and ACUMA are doing to help. Peter J. Benjamin, CMBPeter J. Benjamin, CMB is the President of the American Credit Union Mortgage Association (ACUMA).
A mortgage professional with 20 years of experience, Benjamin has held various positions throughout the mortgage industry including Senior Vice President of Mortgage Lending for Lafayette Federal Credit Union in Rockville, MD. During his time at Lafayette Federal, Benjamin led a high-performing mortgage team that exceeded production and budget goals each year, reduced the Credit Union’s cycle times to the industry required timeframes; and improved the credit union’s application pull-through rate.
As an association, Benjamin wants to see ACUMA members continue to foster the collaborative spirit that has made the association so great and work together to support the American Dream of homeownership. He sees ACUMA as a vital education arm that helps Member Credit Unions gain market share in the mortgage industry.
Benjamin plans to grow membership in ACUMA to bring its unique and strong value proposition to more and more credit unions, so they become stronger mortgage lenders and credit unions capture more market share across the country. He plans to engage with the organization’s affiliate members and sponsors to strengthen the partnerships. And finally, he will seek to continue delivering the highest quality education and networking events.
Benjamin holds a Certified Mortgage Banker designation, sits on the Advisory Counsel for a George Washington University School of Business leadership certificate program and is a Six Sigma Black Belt. He spends his personal time with his wife, Danielle, and their three kids. A DC-area native; he enjoys hiking through our National Parks system, brewing in his basement home brewery, and spending quality time with his family.
Peter J. Benjamin, CMBOrganization President
Join ACUMA today for energizing experiences! JOIN ACUMA TODAY!
Taylor Murray recently interviewed CU Broadcast- this is the B Roll that didn't make it on the first podcast, enjoy Mike Larson- the rest of the story.
AboutNBC TODAY Show's Jean Chatzky
InterviewsCUbroadcast is a credit union talkshow. It is a collection of informative, online video interviews discussing today’s credit union issues and trends with some of the industry’s finest innovators, ambassadors, and game changers.We interview industry leaders and experts nationwide from credit unions, CUSOs, vendors, regulators, league officials, media, and more. We get their take on the latest industry trends, what we can learn from the past, and how to keep this industry moving forward and better serving its millions of members now and well into the future.Video ServicesWe have also added a number of Video Services that will allow you to tell your story in a unique and refreshing way -- in an objective, non-scripted interview format that lends a ton of credibility to your message and organization. Let your audience see your story told through video. Nothing is more powerful or shareable than this medium in today's marketplace. Take advantage of this cost-effective, time-saving process to enhance your trusted leadership position for increased business and branding.We're always looking for ways to make this industry better. If you have any input and expertise in this area, we want to interview you! Let's connect today at mike@cubroadcast.com.
Meet Megan James
Megan James
Megan is the Manager of Learning and Development here at ServiStar Consulting. Megan began her career in Education and prior to her time here was the Group Leader of Compliance Training for a Pharmaceutical Solutions Company. Megan brings a lot of learning and development knowledge to our team and we are excited to take our existing programs to the next level with her guidance and expertise. Megan resides in Clearwater, Florida with her two Goldendoodles. In her free time she likes to go to the beach, try new restaurants and spend time with friends and family, but most of the time you can find her working on her house.
On today's episode, we meet the newest member of our training team and explore what she brings to the industry with the help of our President and CEO, Taylor Murray who kicks off this episode.
We recently played 20 questions: Get to know our new hire Megan better with her answers below: What’s one album that you could listen to without ever getting bored?
Megan: That is not possible! I love mostly anything music, lots of different genres and artists.
Do you have any pets?
Megan: Yes, 2 Goldendoodles: Ruby is 10 and Piper is 1.
Do you have any family?
Megan: Yes, my Mom and Dad (live in MO), younger brother and his wife (live in CO), and lots of aunts, uncles, and cousins that mostly live in Missouri.
What’s a hobby you’ve learned since the COVID-19 Pandemic?
Megan: Honestly, I got better at being alone.
Which movie or show have you seen recently or what are you watching on Netflix?
Megan: I will watch ANYTHING documentary and quite a bit of reality TV, too. I recently finished The Watcher, which was really good!
What’s the craziest thing you’ve ever done or seen before?
Megan: Moving to Florida by myself with no place lined up until I got here would probably be close to the top.
What’s the best meal you’ve ever had?
Megan: I'm a foodie and I will eat and enjoy just about anything. I cannot answer that because I've had too many good meals!
What are your pet peeves?
Megan: Dishonesty, disrespect, being unreliable, laziness, and being messy/dirty
Do you have traditions in your family?
Megan: We always make a point to be together for at least one holiday during the year--last year everyone was here for Christmas.
What is your favorite snack?
Megan: Anything crunchy and salty--chips, crackers, nuts, etc...
Is there something that has made you smile recently?
Megan: The ServiStar Team
What’s the best advice you can give to someone who just started their career?
Megan: Do not ever let your job rule your personal life, put yourself, health and family first.
What are your favorite video/board games and why?
Megan: Scrabble, Words with Friends, and Wordle!
Which fictional family would you want to be part of?
Megan: Ok, might be controversial now, but The Cosby's!
How would you spend a million dollars (on yourself) in 24 hours? (no donating, investing, or giving to family)
Megan: I'd book a sabbatical for my family and close friends to travel all through Europe
What’s the coolest thing you’re working on right now?
Megan: I’ve been ordering all the materials and am getting ready to remodel my bathroom!
How do you like to get feedback?
Megan: Gently, but very direct.
What was the first job that you got a paycheck for?
Megan: Pizza Inn (pizza buffet place) when I was 16!
What are the toughest challenges you’ve had at work?
Megan: Taking on too much at a time and not asking for help
If you could get a new skill in 10 minutes, what would it be?
Megan: I'm terrible at anything athletic, so I would like to learn how to play all sports.
What is your favorite Life Hack?
Megan: Organization! I should have been a professional organizer
Where would be your favorite place to retire?
Megan: 100% Italy!
Reining from Clearwater, Florida, Megan James is here to take your credit union to a better place where People help People in a more efficient and effective way to make the movement stronger.
Community Choice Credit Union is a 1.68 Billion dollar community influencer in Michigan. Their partnership with the University of Maryland, Filene, and ServiStar has allowed them to come to the market with a complete program to educate it's employees using CUNA's FICEP training and teach them the soft skills needed to take that training and implement it with every member, every time, where they are at.
Simply said, Choice Map helps members achieve the life they desire.
Stacey Ferris, is the training manager over the program and is willing to help your credit union out as well. She can be reached at sferris@communitychoicecu.com.
You can also contact our producer, Scott Albrecht who developed this two-and-a-half-day training to learn more about how it can be delivered at your credit union. Contact Scott on Linked In using the link below: Scott Albrecht
Interested in participating in our 25 year anniversary podcast? Email: Scott@ServiStarConsulting.com to be on air and share your favorite memories of Mike and the team and how they were able to influence your credit union and you.
Trick or Treat!!! It's ServiStar Consulting, here to offer you tricks you can use with your credit union...see what we did there? :)
In this episode, we have a treat for you: a chat with Vicky Franchino, Industry Ghost Writer.
Vicky fills listeners in on what ghostwriting is, why your credit union might need a ghostwriter, and how you can track down a ghostwriter of your very own. Plus, she weighs in on the question every enquiring mind wants answered, “Is candy corn awesome?”
Stay tuned to this incredibly spooky episode of the Credit Union Leadership Podcast!
To contact Vicky and have her ghost write for your credit union- email her or visit here website: vickyfranchino.com vicky@vickyfranchino.com
Also, if you want to get a free copy of the article I wrote on Business Development that Vicky helps us with, check that out by emailing me at Scott@ServiStarConsulting.com.
And yes, Vicky also proofed these show notes for me because she is a nice human being :)
It's our podcast founder and ServiStar Cheif Learning Officer's birthday and as a gift to the listener, we give you a behind-the-curtains look into what goes on at Vertex Live Nationwide. In this part two of two podcasts, we listen to the 2021 version of Mike Neill on his birthday leading our first-ever Fall Vertex Live Nationwide course through the topic of Employee Motivation. We spend a lot of time in Vertex covering the topic of employee motivation, so this podcast is meant to be more of a taste of the content. Enjoy.
If you are more of a full plate learner- sign up for an upcoming Vertex Live Nationwide class here: ServiStar Consulting | Events
It's our podcast founder and ServiStar Cheif Learning Officer's birthday and as a gift to the listener, we give you a behind-the-curtains look into what goes on at Vertex Live Nationwide. In this part one of two podcasts, we listen to the 2021 version of Mike Neill on his birthday leading our first-ever Fall Vertex Live Nationwide course through the topic of Coaching for Performance. We spend a lot of time in Vertex covering the topic of coaching, so this podcast is meant to be more of a taste of the content. Enjoy.
If you are more of a full plate learner- sign up for an upcoming Vertex Live Nationwide class here: ServiStar Consulting | Events
Chase Larson is a friend of the podcast and is the Chief Lending Officer at St. Cloud Financial Credit Union in Minnesota. In today's episode, Chase shares his expertise in crypto, how he is looking to use it at his credit union, how others have utilized it at their credit unions/banks, and what the future holds for this technology in your credit union's future.
To connect with Chase to find out more, email him at: chasel@scfcu.org
Chase Larson has almost 15 years of banking and finance experience. He has expertise in mortgage lending, business banking and SBA lending, and crypto utilization at credit unions.
Jill Sammons, Senior Vice-President, Marketing & Strategic Communications
Jill Sammons Vice President, Marketing & Brand Strategy BCU
Jill has more than 30 years of credit union marketing and business development experience, beginning in 1991 when she joined BCU. Her work currently includes putting Purpose Into Practice to drive brand value, member acquisition & product engagement, B2B2C relationship management, and improving the financial well-being of everyone BCU serves. She is recognized for her ability to manage strong cross-functional teams, communicate effectively, and positively influence others, and her commitment to empowering people to discover financial freedom is reflected in everything she does. Jill received her bachelor’s degree from the University of Illinois at Urbana-Champaign, an MBA from Lake Forest Graduate School of Management, and is a graduate of the CUES Strategic Innovation Institute through Stanford University Graduate School of Business.
On today's credit union leadership podcast, Jill shared the important power of finding your why and building an architect framework around your brand narrative to allow for the purpose to speak through the organization through how it is seen internally and externally. The promises we make, the tagline, and the mission statement all must come after we identify our authentic selves. Then we can begin the narrative of how it sounds through purpose statements, tag lines, and service promises. Everyone is a branch ambassador in this model and serves the purpose of the credit union every day.
Some other podcasts she has been spotlighted on: https://www.youtube.com/watch?v=o0fTByj2NEs
https://filene.org/blog/thinking-outside-the-box-on-healthcare-and-financial-well-being
https://businesschief.com/company-reports/bcu-leveraging-todays-tech-tomorrows-well-being
https://www.cuinsight.com/press-release/bcu-is-giving-away-up-to-20-scholarships-to-college-bound-high-school-seniors/
https://www.savvymoney.com/news-and-stories/wp-content/uploads/2020/02/BCU-Partner-Story-FINAL.pdf
Mike Lawson is the face you have seen across the industry for over 20 years with over 5,000 videos with CUbroadcast, a credit union talk show. In this episode of the Credit Union Leadership podcast, Taylor Murray interviews the interviewer. Mike Lawson is putting all his marketing, journalism, humor, and video innovation to work and as a result since 2008, there has been a collection of informative, online video interviews discussing today’s credit union issues and trends with some of the industry’s finest innovators, ambassadors, and game-changers.
To learn about Mike and CU Broadcast visit his website here: https://www.cubroadcast.com/about.html
He also gave a shout-out to the podcast our founder did with our good friends over at Canvas credit union- check that podcast episode 72 of "In the Room, w/ Todd Marksberry",
https://podcasts.apple.com/au/podcast/e72-mike-neill-executive-director-servistar-llc/id1481513677?i=1000524451068
Email me for my employee discount Scott@ServiStarConsulting.com for this upcoming Vertex Live Nationwide Fall Program in this nationwide series you will also get access to :
On-Going Learning Twelve-month access to the following Computer-Based Management Training Courses from the Vertex Library. Delegation Team Building Coaching for Performance Employee Motivation Strategic Thinking Leadership Accountability Interviewing
All participants will have unlimited access to the trainer, for twelve months from the date of they attend the management workshop for questions, troubleshooting, consultation, etc. Investment Summary $1350 per participant when 20 or more trained.
Register your team now. ServiStar (servistarconsulting.com)
We don't have a million dollars to incentivize activity- Carlynne Pouliot joins us again for our mini-series on Vertex Live Nationwide coming up later this month on September 12th running through December. Register NOW to level up your leadership on the topics below:
Module Key Learning Points:
The Key Attributes and Skills of Highly Effective Credit Union Managers • Attributes vs. Skills • Attributes and Skills Common Among High Performing Credit Union Managers • How to Develop Attributes of High Performing Credit Union Managers
Effective Delegation • What Delegation Is and Is Not • Warning Signs One Is Not Delegating • Why Managers Don’t Delegate • The Process of Effective Delegation Team Building • Why Mission Matters in Team Building • Using the G-R-O-W Team Building Model to Create a Great Team • Resolving the Five Dysfunctions of a Team
Performance Through Coaching • The Key Behaviors of an Effective Coach • Defining Coaching • The Differences in Management and Coaching • Why and How Coaching is an Important Sub-Set of Leadership • Four Critical Coaching Behaviors • Understanding Why Employees Under-Perform • How to Identify the Cause of Under-Performance • How to Coach to the Four Respective Performance Types • Using The Effective Confrontation Model to Redirect an Unwilling/Able Performance Type
Employee Motivation • What is Motivation? • What is Engagement? • How is Engagement Different Than “Buy-In?” • The Impact of Engaged and Dis-Engaged Employees • The Seven Keys to Creating an Engaging Work Environment 7
Strategic Thinking • Why Strategic Thinking is Critical to Leadership Success • The Strategic Thinking Gap That Exists in Credit Unions and Why It Exists • The Types of Strategic Thinkers • The Differences in Strategic Thinking and Strategic Planning • How Strategic Masters Differ From Strategic Thinkers • The Three Disciplines of Strategic Masters • Strategic Thinking Challenges • How to Become a Strategic Master
Leadership • The Challenge in Leading From The Middle • Management Vs. Leadership • Why Credit Union Managers Tend to “Over-Manage” and Under- Lead. • The Three Leadership Roles of Middle Managers • The Keys to Implementing Skills Used In the Three Leadership Roles
Employee Accountability • What is Accountability? • The Keys to Effective Accountability • How to Conduct an Effective Performance Meeting • The Keys to Setting Effective Performance Goals
Time Management • The Causes of Many of Our Time Management Issues • How to Organize and Prioritize Using the Urgent/Important Quadrant Model • Time Management Hacks From the Best Time Managers
Conflict Resolution and Effectively Handling Difficult Conversations • The Primary Causes of Conflict • The Impact of Fear of Conflict and Why It Is So Prevalent in Credit Union Culture • What to Avoid in Conflict Resolution • What to Do in Conflict Resolution • How to Handle Peer Conflict • How to Have Difficult Conversations in an Effective Manner
There are three topics that carry more weight as it relates to what makes up a high-performing leader in the credit union industry, coaching, strategic thinking, and leadership. On today's Vertex Live Nationwide Countdown to our upcoming Fall Session, Carlynne Pouliot discusses using skills in Strategic Thinking and Leadership to take a credit union to the next level. To get your pass for our upcoming Vertex Live Nationwide Fall Session, register HERE.
Why Vertex Live Nationwide?
The Need for Effective Management
The need for effective management, particularly in the middle management ranks is more important than ever before. With changes more rapid, staffing more lean, economic and regulatory pressure making it more difficult to achieve success, there is a limit to what cost-cutting and technology implementations can do to create success. A Gallup Survey reveals: • 55% of employees admit that they are disengaged in the mission of the organization, while 16% admit to being actively disengaged. • 71% of employees are not just working below their potential, but working at a minimum level! • The percentage of engaged managers is only somewhat higher than the percentage of engaged employees - 35% of managers are engaged, while 65% are not engaged in their work! • One in two employees have left their job to get away from their manager at some point in their career. • Employees who are supervised by highly engaged managers are 59% more likely to be engaged than those supervised by actively disengaged managers.
The Gallup Organization Surveys reveal that 70% of an employee’s engagement is directly attributable to their manager! The most often provided reason for this disengagement is ineffective management. Vertex Live Develops Outstanding Managers
The Vertex Management Development Program will develop managers who have the ability to improve employee performance thus creating greater profitability. Improved sales and service levels, reduced mistakes, and increased employee accountability for performance will provide a rapid and significant payback on the investment. Vertex Management Training is based on our ground-breaking research published by the Filene Research Institute, “Attributes and Skills Common Among High Performing Managers.” Your managers will receive the designation, “Certified Credit Union Manager” from the Filene Research Institute
Register now - Vertex Live Nationwide begins Tuesday, Sept. 13
Vertex Live Nationwide UPDATE
We previously recorded these countdown episodes before the last class graduated. That class suggested we do more classes with less of a time commitment. As a result, our VLN Fall 2022 session is 10 sessions 2 hours each vs 8 sessions 3 hours each. This pushes the start date to August 2
Registration August 2–December 6
Sessions are Tuesday’s from 2 – 4 PM ET
August
2, 16, 30
September
13, 27
October
11, 25
November
8, 29
December
6
Register Here_ https://events.servistarconsulting.com/event/vertex-live-nationwide/
Vertex Live Nationwide is a 10-topic series that credit union leaders nationwide join in on to learn common traits of high-performing leaders.
Each session is from 2-5 PM ET/11-2 PM PT Sessions: * Key Attributes and Skills of Highly Effective Managers and Delegation (Tuesday, Sept. 13) * Team Building and Coaching Part 1 (Tuesday, Sept. 27) * Coaching Part 2 and Employee Motivation (Tuesday, Oct. 11) * Strategic Thinking and Leadership (Tuesday, Oct. 25) * Employee Accountability and Time Management (Tuesday, Nov. 8) * Conflict Resolution (Tuesday, Nov. 15) * Group Project Q&A (optional) (Tuesday, Nov. 29) * Group Project Presentation & Graduation (Tuesday, Dec. 13)
Register HERE
Another daily mini-series leading up to our most coveted Vertex Live Nationwide
a special thanks to Carlynne Pouliot - Director of Branch Administration at HRCU who was a participant and is now sharing this Vertex training with the rest of her organization where they focus on offering their members, Better, Not Bigger Banking!
On this first of five mini-episodes we mentioned another guest of the podcast Lisa Chitty- to hear her podcast on hiring for attributes and skills- listen here.
https://servistarconsulting.podbean.com/e/season-3-ep-10-hiring-assessments-with-lisa-chitty/
Vertex Live Nationwide Begins Tuesday, Sep. 13. Every session is from 2–5 pm ET (11 am–2 pm PT) Learn how to deploy skills that will improve management performance, employee engagement, member service and profitability
See immediate improvements in management performance! Whether you are an individual manager looking to grow or you are an emerging manager looking to prepare for success, you'll find that Vertex Live Nationwide will set you up for success as a strong coach.
- Presented over an interactive studio-quality live stream from our studio (which means no travel is needed!)
- Eight 3-hour online sessions spread out over four months
- Interactive group work and individual networking allows participants to connect with and pose questions to peers and instructors
- Assessments to validate learning and promote engagement
- Access to our Vertex Learning Library computer-based training courses for one year for refresher training.
Investment: Only $1,500 per person Discounts are available when registering 5 or more employees (email Whitney@servistarconsulting.com for more information).
Each session is from 2-5 PM ET/11-2 PM PT Sessions: * Key Attributes and Skills of Highly Effective Managers and Delegation (Tuesday, Sept. 13) * Team Building and Coaching Part 1 (Tuesday, Sept. 27) * Coaching Part 2 and Employee Motivation (Tuesday, Oct. 11) * Strategic Thinking and Leadership (Tuesday, Oct. 25) * Employee Accountability and Time Management (Tuesday, Nov. 8) * Conflict Resolution (Tuesday, Nov. 15) * Group Project Q&A (optional) (Tuesday, Nov. 29) * Group Project Presentation & Graduation (Tuesday, Dec. 13)
REGISTER NOW Back to All Events
Stacey Ferris has a heart for the member, the community, and the mission at Community Choice Credit Union. As a training manager, she worked closely with ServiStar Consulting to develop a financial wellness training program that launched in May of 2022. This Credit Union Leadership podcast episode was recorded live onsite with Stacey in the room before the first pilot group arrived. Listen in to the creative ways in which Community Choice Credit Union is changing the game and leveling up their delivery with their new program - Choice Map.
From the local school system to Wisconsin as a member of CUNA mutual to several regions in Africa as an international CUDE leader, Brent Rempe has been molded to by nature think outside of the box. Brent Rempe worked regularly with ACCOSCA...the continental confederation of national associations, learning about what financials and credit union cooperatives were doing outside of the United States, and as the CLO at Allegiance Credit Union, Brent shares with us how he has used that knowledge to move the meter on outside of the box thinking in Oklahoma.
We learn about his new centralized lending model as well as his newfound success with this model. An advocate for CDFI, Brent is not satisfied with just one progressive step like centralized lending but has his eye on the future of helping communities in Oklahoma by being a CDFI organization.
At the time this podcast aired, Ukraine was on day 62 of the Russian invoked war in Ukraine. In this episode, we spoke with Andre Vygnanski, Cheif Executive Officer at Ukrainian Selfreliance Michigan Federal Credit Union
Want to help Ukrainians? Join our credit union friends in supporting those immigrating to the US!
There is a big soccer tournament coming on Memorial weekend. Great Lakes Cup.
Here are two resources and both Facebook pages are good resources.
https://www.usmfcu.org/event-calendar
https://www.uacrisisresponse.org/
Hey Mike, I don't agree with you.
Mike previews the topic we are covering in emerging leaders how does an emerging leader deal with the interpersonal conflict they likely didn't know they were signing up for?
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn through experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement, and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Sign Up
Choose invoice if you are receiving a volume discount or if you opt to make monthly payments.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
Hey Mike, want to grab a beer after this podcast?
In this episode of the Emerging Leaders mini-series we ask Mike, what should emerging leaders know about behavior change that needs to take place once they are no longer a peer but a new manager?
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn though experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
“Joining a new company is akin to an organ transplant—and you’re the new organ. If you’re not thoughtful in adapting to the new situation, you could end up being attacked by the organizational immune system and rejected.”
In this episode, Mike shares how emerging leaders stay progressive with change yet do so in a way that doesn't get them immediately rejected?
I don't follow people I can't trust, I don't trust people I don't know.
Want to learn the skills emerging leaders need to have to earn the trust of their team? We have that for you in the Emerging Leaders Network.
Don't move faster than the speed of trust - https://www.forbes.com/sites/rodgerdeanduncan/2018/07/12/the-speed-of-trust-its-a-learnable-skill/?sh=4e219203bbf6
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn though experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Choose invoice if you are receiving a volume discount or if you opt to make monthly payments.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
Team success depends on the team’s ability to identify and focus on a clear and compelling performance challenge or common purpose. It can take many forms, but this challenge or purpose must be clear and compelling to all team members.
In this mini series episode, Mike shares with us one hack emerging leaders can use to lead with purpose?
Gallup’s research shows that just a 10% improvement in employees' connection with the mission or purpose of their organization leads to an 8.1% decrease in turnover and a 4.4% increase in profitability.
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn through experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement, and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
Teams that have clear and compelling goals and expectations are more productive, cost-effective, creative, and adaptive.
In this episode, Mike gives us his silver bullet tip that can help credit union emerging leaders set clear expectations.
While clarity of goals and expectations is perhaps the most basic of team needs, according to Gallup research, about half of employees say they lack direction and aren’t really sure what they’re supposed to do at work.
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers perform from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn through experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement, and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
What's holding most new managers back?
Who can help?
What's the solution?
Bonus Giveaway: Register before we hit capacity to receive your free copy of Marshall Goldsmith's Book what got you here won't get you there. Email your registration to Scott@ServiStarConsulting.com
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn though experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Choose invoice if you are receiving a volume discount or if you opt to make monthly payments.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
What is the Emerging Leaders Network?
When does it begin?
Who is it targeted for?
Why this new training?
Where will it take place?
How will those listening sign up?
Emerging Leaders Workshop
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn though experience only? Do you think that will have negative implications on employee engagement, production and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
Investment The investment for this valuable program is just $999 (or spread-out payments over a year). Discounts are available for 5 or more participants! (Contact Whitney at Whitney@ServiStarConsulting.com)
Limited to 50 Participants!
Find out how to not exist tomorrow, if you are not going to be open to change today. Innovation has been a theme in Season 4- Taylor Murray, Chief Executive Officer at ServiStar Consulting covers what innovation looks like in a credit union.
For more on Innovation check out:
Episode 2,3,4 with Anika Davis Ed, D
Episode 8 with George A Hofheimer
Build a better team. Improve member experience.
We’ll show you how. We teach credit union leaders how to maximize employee performance through dedicated training and engagement. Get Started Find Your Perfect Solution by emailing Scott@ServiStarConsulting.com
Back in May 2021, Mike Neill sent the producer an article on the journey to evolve from Contact center to Engagement Center Source: Credit Union Business News
It’s Time to Evolve: The Journey From Contact Center to Engagement Center
By Steve Kaish, SVP of product marketing and partnerships, Glia
Since then, ServiStar began the work on creating a specific 3-hour workshop for Call Center representatives to be the place that is the single point of contact for 90 percent of all credit union transactions. Where the environment, much like a branch environment, where we are going to treat you like you are a guest in our home. To the degree that we are not treating members like that just walked into the branch in our contact centers, it gives us an opportunity to ramp up what we are doing at a much higher level.
Contact Producer Scott Albrecht for more information on our Contact Center Workshops: HERE
Scott Albrecht, ServiStar Consulting's AVP of Sales and Training
On Taylor Murray's 1 year Anniversary, we discuss the roadmap for 2022, what changed in 2021, and how we are building on our successful model to dominate in this space and be there for our clients where they need us to be in the areas of sales, service, and leadership training.
T
Check out the newest offering at ServiStar below:
Emerging Leaders
STARTS: MAY 12, 2022 ENDS: OCTOBER 13, 2022 LOCATION: ONLINE REGISTER NOW
ServiStar's Emerging Leaders Program Improve employee engagement Give new and emerging leaders confidence Have new managers performing from the first day Newly promoted managers often find themselves facing many challenges:
- How do they build trust?
- How do they establish themselves as leaders?
- How do they manage people who were their peers just days ago?
Credit unions typically provide about two weeks of training to a new teller. But how much training is provided to a new manager? Isn't leading people more challenging than operating a teller window? Should new managers be forced to learn through experience only? Do you think that will have negative implications on employee engagement, production, and member experience?
ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement, and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.
Who should attend: Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.
What's included: * Seven 2-hour information-packed sessions. * Homework assignments between each session to ensure implementation of learning. * Personal leadership assessment. * Top 5 Clifton Strengths Assessment with a pre-course workshop led by Scott Albrecht on how to leverage your strengths. * Unlimited one-on-one access to our facilitators to discuss leadership challenges. * Access to the ServiStar Network to collaborate with peers. * Pre- and post-course assessment to validate participant improvement. * Certificate of completion.
ServiStar (servistarconsulting.com)
Begins May 12 Sessions are most Thursdays from 3–5 pm ET (12–2 pm PT) Sessions: * May 12 - Common Pitfalls for Emerging Leaders (and How to Avoid Them) * June 9 - Developing a Leadership Brand * July 14 - Mentor Development * August 11 - Coaching * Sept. 8 - Building Trust and Influence * Oct. 13 - Emotional Intelligence * Nov. 9 - Change Management (Note: this is on a Wednesday)
We also have Quarterly Training Offerings that we discussed on the podcast:
2022 - Quarter 2 - Referral Sales Champion Livestream Training
STARTS: APRIL 12, 2022 ENDS: APRIL 12, 2022 LOCATION: ONLINE REGISTER NOW
Becoming a Referral Sales Champion Tuesday, April 12 from 1-5 pm ET (10 am-2 pm PT)
Tellers and call center representatives are focused on serving members quickly. There is no time to cross-sell credit union products or services. These employees, however, are in perfect positions to identify ways to improve the member's financial well-being. In this 4-hour Livestream course, ServiStar will help your employees understand the importance of their role and teach them to quickly make a referral.
Identify What Will Improve the Member's Financial Life Facilitated by Scott Albrecht, AVP of Sales and Training, Becoming a Referral Sales Champion will equip your employees with the tools and practices required to quickly ascertain a product or service need that will greatly improve the member's financial life, and then make the appropriate referral. This Livestream training includes lectures, Q&A, and breakout sessions with credit union employees from across the country. ServiStar will show your employees how to set themselves up for success and how to create an extraordinary referral experience.
10 Seconds Is All It Takes ServiStar will teach your employees what to listen and look for, how to communicate effectively, and how to provide a referral - that easy, that quickly.
Sign Up New Employees or Current Ones in Need of a Refresher This Livestream course is for any credit union employee who works in a position that can refer products and services to members, like tellers and call center representatives. Free up valuable HR/Training personnel time by sending your new employees to this training or current employees seeking a refresher course. In fact, this course is offered twice a year so your credit union can make it part of your New Employee Orientation.
Let the Experts From ServiStar Train Your Employees Why choose ServiStar? We offer research-based credit union-specific solutions that have successfully worked for the top-performing credit unions in selling and referring.
Investment: Only $199 a person Discounts are available when registering 5 or more employees (email Scott@ServiStarConsulting.com or more information).
Registration is now open Tuesday April 12th from 1-5 pm ET (10 am-2 pm PT)
Topics include: * What is Relationship Selling and why is it important * How to quickly identify product and service needs * How to use the 10-Second Referral Process
Who: Any employee in a referral position (e.g., tellers and some call center representatives)
When: Tuesday, April 12 from 1-5 pm ET (10 am-2 pm PT)
Where: Online - this is a live virtual training (a Zoom link will be sent after confirmation of registration)
Facilitator: Scott Albrecht, AVP of Sales and Training
2022 - Quarter 3 - Becoming a Sales Champion Virtual Workshop
STARTS: AUGUST 2, 2022 ENDS: AUGUST 2, 2022 LOCATION: ONLINE REGISTER NOW
Becoming a Sales Champion Tuesday, August 2 from 1-5 pm ET (10 am-2 pm PT)
Many credit union employees shy away from anything to do with selling. However, in order to live out a credit union's mission of improving the financial well-being of its members, selling is a necessity. In this 4-hour Livestream course, ServiStar will help your employees understand the concept of relationship selling and give them the confidence they need to move beyond being order takers and into someone your member's trust has their best interest at heart.
Learn How to Thrive in a Sales Environment Facilitated by Scott Albrecht, AVP of Sales and Training, Becoming a Sales Champion will equip your employees with the tools and practices needed to thrive in today's challenging sales environment. This live online training includes lectures, Q&A, and breakout sessions with credit union employees from across the country. Learn how to set your credit union up for success and create an extraordinary sales experience.
Identify Ways to Improve a Member's Financial Life The main three reasons why employees don't want to sell are 1) Lack of product knowledge 2) Fear of rejection and 3) Afraid of being pushy. But, what if we show your employees a way to identify products or services that will improve your member's financial well-being and teach them how to offer it? Doesn't sound like selling when you're helping, right?
Sign Up New Employees or Current Ones in Need of a Refresher This Livestream course is for any credit union employee who works in a selling position, like branch and call center managers, and member service and call center representatives. Free up valuable HR/Training personnel time by sending your new employees to this training or current employees seeking a refresher course. In fact, this course is offered twice a year so your credit union can make it part of your New Employee Orientation.
Let the Experts From ServiStar Train Your Employees Why choose ServiStar? We offer research-based credit union-specific solutions that have successfully worked for the top-performing credit unions in selling and referring.
Investment: Only $199 a person Discounts are available when registering 5 or more employees (email Scott@ServiStarConsulting.com for more information).
Registration opening soon. Get notified when registration opens by filling out the form below.
Tuesday, August 2 from 1-5 pm ET (10 am-2 pm PT) Topics include: * How to identify product and service needs * How to ask effective questions * Benefit selling * Overcoming objections to products and services * How to ask for the member's business * Effective follow-up techniques
Who: Any employee in a sales position (e.g., branch and call center managers, and member service and call center representatives)
When: Tuesday, August 2 from 1-5 pm ET (10 am-2 pm PT)
Where: Online - this is a live virtual training (a Zoom link will be sent after confirmation of registration)
Facilitator: Scott Albrecht, ServiStar Consulting's AVP of Sales and Training
We discussed a shift to the digital age and our learning in and doubling down in an online and virtual classroom experience that is industry best.
Most importantly, we are listening to you. We are and want to continue to be the trusted partner that can customize content and be there for our clients in the ways and areas they want us to be without watering down the academic level research-based criteria that we are known for.
Offering a more convenient offering to credit unions in our new digital studios is something we have refined over the two years we have offered it. with over 1000 virtual training hours in 2021, we have quickly become the best in the market in this area. Virtual has quickly become our go-to way for delivering training content and yet our success over the years has also come from in-person training. Being able to offer both and even a Hybrid setup is crucial in our training programs going forward.
2022 - Quarter 3 - Coaching for Performance Virtual Training Series
STARTS: AUGUST 9, 2022 ENDS: AUGUST 23, 2022 LOCATION: ONLINE TRAINING PROGRAM REGISTER NOW
Coaching for Performance Tuesday, August 9, 16, and 23 from 1-5 p.m. ET (10 a.m.-3 p.m. PT)
What's the difference between coaching versus managing? How do you effectively redirect undesired behavior? Where can you find the time to coach? Let the experts from ServiStar train your coaches ServiStar offers research-based, credit union-specific solutions that have worked for top-performing credit unions. Using breakout groups, role-playing, and case studies to transfer knowledge, this dynamic, live training broadcast from our studios is just just like having us onsite. Participants will be given assignments between each session so they can implement their new skills quickly.
Get your coaches ramped up for success fast and efficiently Each 4-hour session will provide managers with the knowledge and confidence to know what to do to be effective performance coaches. This Livestream training series is a great way to onboard new managers into the ServiStar coaching practices that your current managers utilize.
Sign up new managers or current ones who want to hone their skills This training is not just for new managers. It is also valuable for managers who previously completed ServiStar's Coaching for Performance training and want a refresher.
Investment: Only $599 a person Discounts are available when registering 5 or more employees (email Scott@ServiStarConsulting.com for more information)
Schedule Session 1 - August 9 * Defining Coaching vs Managing * Understanding the Importance of Coaching * Using a Performance Management System
Session 2 - August 16 * Diagnosing Performance Deficiencies * Conducting Effective Redirection
Session 3 - August 23 * Learning How To Be a One-Minute Coach * Setting Goals for Skill Improvement
Registration opening soon. Get notified when registration opens by filling out the form below.
Monday, August 9, 16, and 23 from 1-5 p.m. ET (10 a.m.-3 p.m. PT) Topics include: * Understanding the Importance of Coaching * Using a Performance Management System * Setting Goals for Skill Improvement
Who: All frontline and support managers
Where: Online - this is a live virtual training (a Zoom link will be sent after confirmation of registration)
When: Tuesday, August 9, 16, and 23 from 1-5 p.m. ET (10 a.m.-3 p.m. PT)
Facilitator: Scott Albrecht, ServiStar Consulting's AVP of Sales and Training
See why without George A. Hofheimer in 2000, Mike Neill is confident in saying there would be no ServiStar in 2022.
Would credit unions be willing to invest money in having the ability to be able to develop a culture that would engage employees, create outstanding service both to external members and internal teammates, and be able to dominate on culture? George A. Hofheimer at CUES led the way in selling the idea, promoting the idea which gave us traction throughout the United States and Canada.
We are sure you have heard of all that George A Hofheimer has accomplished but what you may not know is that he 100% CRASHED out podcast without Taylor's knowledge- this may be a new game for us in 2022. Crash the Cast!! :) We had him discuss Strategy from a fundamental and simplified perspective. How Strategy ties into Innovation. And how hiring can affect your organization's ability to be Strategic and grab insights from the outside world and link them into your business model.
About George:
A strategic advisor to consumer finance organizations.
Contact Him Here George Hofheimer has 20+ years of experience advising the consumer finance industry.
George was the head of research and development at Filene Research Institute, the credit union industry's think tank, for 15 years. Previously he was the chief learning officer at CUES, the credit union industry’s leading executive education associationfor 8 years.
He has conducted nearly400 advisory and speaking engagements with consumer finance organizations across the globe and authored dozens of research reports.
George began his career in international business development, including as a member of the first group of Peace Corps Volunteers in the former Soviet Republic of Uzbekistan.
George obtained his MBA from the University of Wisconsin-Madison.
Advised a multi-billion dollar credit union's board and senior staff on the creation of a socially responsible organizational strategy.
Facilitated the new strategic direction for a start-up credit union.
Coached a credit union's chief strategy officer on strategy development and execution
Advised a multi-billion dollar credit union's board of directors on governance renewal practices
Conducted research and built a roadmap on the future of consumer lending for a multi-billion dollar credit union.
If you stayed tuned in till the end check out his charity work - you can donate here at
https://ripmedicaldebt.org/
We are in the right business- find out why buy-in is a bankrupt term and why working for ServiStar is like working for Jenny Craig in America on this episode of the podcast, Leading the Charge for Change.
Today we discuss John Wooden's quote, "go fast but don't be in a hurry" a very applicable topic when you are a leader in charge of leading change in those who don't want to change.
Find out in this episode how to get your team to change especially when change is expected and employees don't want to change.
Change Management is one area that we haven't done a specific training on but we want your opinion- email Scott@ServiStarConsulting.com if you think we should add it as a topic in our Vertex Live Nationwide series - what's that- you've not heard about Vertex Live Nationwide?
Our Spring Session Just Started but there is room in our Fall Session
2022 - Fall Session - Vertex Live Nationwide Virtual Training
Vertex Live Nationwide Begins Tuesday, Sep. 13. Every session is from 2–5 pm ET (11 am–2 pm PT) Learn how to deploy skills that will improve management performance, employee engagement, member service and profitability
See immediate improvements in management performance! Whether you are an individual manager looking to grow or you are an emerging manager looking to prepare for success, you'll find that Vertex Live Nationwide will set you up for success as a strong coach.
- Presented over an interactive studio-quality live stream from our studio (which means no travel is needed!)
- Eight 3-hour online sessions spread out over four months
- Interactive group work and individual networking allows participants to connect with and pose questions to peers and instructors
- Assessments to validate learning and promote engagement
- Access to our Vertex Learning Library computer-based training courses for one year for refresher training.
Management Development Looking for low-cost credit union-specific management training? Search no further. Through our extensive academic-level research, we know exactly which key skills are common among the highest-performing credit union managers (and we bet some of them will surprise you). We designed a program to teach your current and future leaders how to improve management performance, employee engagement, member service, and profitability. And because we know that one size does not fit all, we have several ways to deliver this training to your staff.
Investment: Only $1,500 a person Discounts are available when registering 5 or more employees (email Scott@ServiStarConsulting.com for more information).
Find out how to make Mike Neill madder than a rat terrier on crack. In Episode 6 we discuss where Service stands in Credit Unions today and how as leaders we can set up Service Excellence practices.
Last year for the first time EVER credit unions scored lower than banks in service delivery. There has been a shift in service to the speed of service or ease of service, but not all of our downfalls are there. Credit Unions win the day if we are easy to work with and delightful when serving a member. Unfortunately, that is more of an ideal state than reality.
Our ServiStar Member Experience Builder program is specifically designed to set up a culture of service inside and out and delivers a structure that sustains service after the trainers are gone. Check out how this program can serve you at
ServiStar Consulting | Our Solutions
Member Experience Builder Ready to develop your organization’s culture? We’re on it! We’ll provide you with all the tools you need to ensure your employees develop lasting needs-based selling behaviors and performance. Fully customizable, our comprehensive and scalable suite of tools will maximize employee engagement, member experience, and credit union profitability.
Internal Service Survey If we’ve said it once, we’ve said it a thousand times: The service we give the member will never be better than the service we give each other. And since studies show that the #1 cause of employee disengagement is poor communication between departments, we’ve developed an internal service survey that resolves this challenge and others by measuring the internal customer experience at virtually every touchpoint
Today's episode focuses on leading strategies from one of our industries leading stars, Charles Akinbola, CUDE, Talent Acquisition Partner at Elements Financial
Charles and I met up on the University of Wisconsin's campus one fall back in 2018 when we were both participants in a credit union program called Development Educators or CUDE for short. He is now hiring and recruiting individuals in a very tight market and shares his tips and tricks with the listeners. We also have a new program coming up in May, 2022 email me to get on board Scott@ServiStarConsulting.com The Emerging Leaders Network will be a 8 series leadership session for those new to their roles, needing a refresher or those highlighted by the organization as future leaders. The first 5 to email me will receive a copy of Marshall Goldsmith's What Got You Here Won't Get You There.
Dr. Anika Davis is an experienced organizational leadership and development professional with a successful career in strategic planning and execution and organizational development practices. She joins today's podcast as CEO of Winning Results, LLC, a full-service strategic curation, implementation, and execution firm. She has a doctorate (Ed,D) in Leadership and Learning in Organizations and is Accredited by Kirton’s Adaption Innovation Inventory the Virginia Tech as a KAI Practitioner.
Anika Davis Ed, D is participating in a three-part podcast series on Innovation.
In the last episode of our three-part series with Dr. Anika Davis, we explore if there is harmony between innovative leadership and running innovative cultures and if not what to do if say a leader is less innovative than the culture or more.
We teased the BIG giveaway in our last podcast - make sure to get ahold of Dr. Anika Davis to take advantage of her generous offer by emailing her here: anika@getwinningresults.com
Dr. Anika Davis is an experienced organizational leadership and development professional with a successful career in strategic planning and execution and organizational development practices. She joins today's podcast as CEO of Winning Results, LLC, a full-service strategic curation, implementation, and execution firm. She has a doctorate (Ed, D) in Leadership and Learning in Organizations and is Accredited by Kirton’s Adaption Innovation Inventory the Virginia Tech as a KAI Practitioner.
Anika Davis Ed, D is participating in a three-part podcast series on Innovation.
In this episode, we bring back Dr. Anika Davis for a look into what an innovative company looks like and specifically a credit union. In part one we identified if we were credit union leaders or not. And in part three we will dive into what to do when there is a gap between your level of innovation and the credit unions. Enjoy Season 4 Episode 3 of the Credit Union Leadership Podcast and stay tuned for the next episode - next week :)
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Dr. Anika Davis is an experienced organizational leadership and development professional with a successful career in strategic planning and execution and organizational development practices. She joins today's podcast as CEO of Winning Results, LLC, a full-service strategic curation, implementation, and execution firm. She has a doctorate (Ed, D) in Leadership and Learning in Organizations and is Accredited by Kirton’s Adaption Innovation Inventory the Virginia Tech as a KAI Practitioner.
Anika Davis Ed, D is participating in a three-part podcast series on Innovation. In Part 1 we zoom in on the credit union leader and assess their levels of innovation. To find out more about how Anika helps others, shoot her an email at: anika@getwinningresults.com
At the end of the podcast we teased the 2022 Vertex Live Nationwide registration: Click HERE to be included in that class and bring be sure to bring a friend along for the ride.
ServiStar (servistarconsulting.com)
Our special guest on this new season's first episode is none other than branch manager, Rob Bartlelt of Dane County Credit Union. He is a graduate of the Vertex Live Nationwide program that has seen so much success since it's first launch in 2021.
Since then we have grown up elite leaders in this industry whose investment pays dividends in those "others" they influence. You will hear that theme a lot on this short episode and may think to yourself, I would like to be part of a journey that ends with developing and growing the talent around you in a more effective way. If so or if you have a friend- register them for either Spring or Fall sessions coming up.
Spring Session Registration: https://www.servistarconsulting.com/event/2022-vertex-live-nationwide-spring-session
Fall Session Registration: https://www.servistarconsulting.com/event/2022-vertex-live-nationwide-fall-session
I look forward to seeing the podcast audience there :) - If you want to submit a topic or question to the podcast do so here : Scott@ServiStarConsulting.com
We cap off a great year for the podcast with Vertex Live Nationwide Fall 2021 Graduate, Meggan Schwirtz.
This podcast is 100% about gratitude- for you -the listener- and those who have contributed to the podcast
Season 3 :
13 regular episodes with several bonus episodes Krystin Dix
Briana Dominguez
Taylor Murray
Carlynne Pouliot
The Birch Box
Bjorn Larson
Lisa Chitty
Tansley Stearns
Shannon VanSkickler
Oh and one more- Meggan Schwirtz, AVP Branch Experience at Great River Federal Credit Union, and recently certified CUCM through Vertex Live Nationwide - if you are looking for a future leader in the credit union movement to connect with- that's Meggan - connect with her here: https://www.linkedin.com/in/meggan-schwirtz-4958636a/
Games we played:
What’s in the box
Guess the Guest
Quote me on that
We have a ton of content coming next week and year - starting Season 4 off with a BANG- 5 episodes in 5 weeks as a celebration of our new Season- Season 4 :) With Coaching Thru The Drive-Thru, Innovation a 3 Part Series with Dr. Anika Davis, and Hiring in the Great Resignation.
Passionate & Committed to the Credit Union Engagement at Arch, Shannon VanSickler has worked over 30 years in diverse lending experience encompassing sales and service with a credit union focus for the past 22 years to include her present position of VP of Credit Union Engagement for Arch Mortgage Insurance.
On today's podcast we asked Shannon to share what she was seeing in leadership in mortgages. Our friend Shannon shares what some credit unions have been doing to combat the craziness in mortgages over the past several years.
Both Shannon and Scott offer up a life line to mortgage managers as a Christmas special. To get ahold of Shannon to hear about CUREN's in their area email: svansickler@archmi.com
To get a free coaching call with Scott email: Scott@ServiStarConsulting.com
Grab a hot cup of Tea and relax as Tansley Stearns joins the podcast - a life long friend of ServiStar and expert on Member Journey Mapping!!! Tansley is currently the Chief People & Strategy Officer at Canvas Credit Union and many people don't know this, but she is the producer of their podcast linked here: https://podcasts.apple.com/us/podcast/in-the-room-w-todd-marksberry/id1481513677
Tansley is a dynamic force of nature, fiercely crusading on behalf of all credit unions while tirelessly driving forward the brand image and family spirit of Canvas. She joined us in April 2018 and has spent every moment since amplifying the credit union’s ability to transform lives with her innovative marketing, brand, communications, and strategy efforts.
Tansley brings with her more than 20 years of credit union leadership experience, including roles in research, sales, service, and government relations. Prior to joining Canvas Credit Union, Tansley served as Chief Impact Officer at Filene Research Institute where she played a pivotal role in building bridges between credit unions, academia, and Silicon Valley. Her work has ensured that even more institutions engage with Filene’s credit union-focused, action-ready research. Tansley is a pivotal addition in every community she serves, activating the credit union movement with grace, and as always, a smile.
On today's podcast we also got the pleasure to hear from Tansley's daughter MacKenzie...you won't want to miss this...so make sure to listen till the end.
On today's podcast, we answer a question submitted about Business Development. To submit your question to the podcast email Scott@ServiStarConsulting.com
Our Business Development training program is an 11 module instructor led workshop that improves credit union leaders ability to increase membership, share of wallet and awareness in the community of how your credit union differentiates and benefits potential members. It also covers commercial business to business relationship selling either for banking purposes or for company partnerships like a traditional SEG.
Topics covered in our Business Development training include
A Credit Union Specific Intro as to Why Business Development is important
Business Development Strategy
Identifying Target Markets
Building A Pipeline
Event Management
Presentation Skills
Member as an Advocate
Media Content
Sales Skills in Business Development
Networking
We cover more in Season 3 Episode 6 of this podcast.
The great resignation has credit union leaders in a pinch and short staffed. Don't risk making a mistake when the stakes are high, today we discuss how to hire talent that clicks with Lisa Chitty.
In order to maximize the assessment's precision with the fewest number of questions, we can interview smarter...at the end of this podcast Scott Albrecht offers a list of behavioral interview questions for free- all you need to do is email Scott at Scott@ServiStarConsulting.com
Today we bring on special guest, friend of ServiStar and emotional intelligence expert Lisa Chitty who is a Certified Emotional Intelligence practitioner with Genos International, a world leader in emotional intelligence programs that enhance self- awareness, empathy, leadership, and resilience. A timely topic for leaders today who are looking to level up their EQ and their teams productivity as a result of it.
Also we have a special series Lisa is providing for 26 participants on Emotional Intelligence that is filling up fast. To reserve your spot now and pay later click here.
In today's episode we look at Financial Wellness, yesterday today and tomorrow with Financial Wellness Strategist, Bjorn Larson, who has spent a decade in this line of work and now working for one of the fastest-growing credit unions in BCU is developing tools, benchmarks, and industry insights that allow his team to deliver on their promise to their member-owners...to empower their financial wellness!
We are all people helping people - contact me if you would like to brainstorm on your financial wellness strategies : Scott@ServiStarConsulting.com
Team Building, Strategy, New Hire Orientation all can benefit from the use of personality profile tools like Strengths Finders. If you have not heard of this tool, it's in over 500 countries in 50 different languages and gives credit union employees and their managers a common language that describes their God given talents and helps to break down barriers and build trust on teams old and new.
VLN Fall Class got the assignment of listening in to see if you can use SF assessments for Strategy and Team Building before their upcoming leadership development program- a hello to the Fall class of 2021!
Finally we got to play my favorite game (Scott) What's in the box which is probably my favorite game because it's my box and I know what's in it :) Also it's made of birch wood...I digress.
To get yourself the free assessment (full 34) and a free one on one coaching session ($100 value) Book time on my calendar here https://go.oncehub.com/ServiStarConsulting
Business Development is an area seldom explored by credit unions. On this episode of the Credit Union Leadership podcast we get Mike Neill, Executive Director and Founder of ServiStar Consulting asking Taylor Murray, Cheif Executive Officer at ServiStar and Scott Albrecht, producer of this podcast and AVP of Sales/Training about the topic of going out of the credit union doors figuratively or literally to share the benefit of credit union membership with eligible non members, businesses, partners, and co-operatives who value the opportunity to work together to serve a bigger purpose.
On this episode we offered a free discover call to learn how you can do Business Development at your credit union. Book that call with Taylor or Scott here https://go.oncehub.com/ServiStarConsulting
Why managing simply isn't enough to be a complete leader and what distinct differences you can observe between management and coaching. Taylor Murray, the Chief Executive Officer of ServiStar, kicks off this podcast with a series of questions answered by producer and AVP of Sales and Service, Scott Albrecht.
This one goes deep, so deep we should probably charge for it...but instead we added additional free ways for you to improve your coaching by contacting one of us using this link here. https://go.oncehub.com/ServiStarConsulting
Don't let this opportunity pass by to hear what credit unions around the country are cooking up in there coaching kitchen as a result of this great resource..we train culture and that all leads back to coaching at the end of the day.
Also at the end of the day...it's night :)
Today we get to hear from the experts at ServiStar and one of the shining stars and recent graduates of our Vertex Live Nationwide program, Carlynne Pouliot, Director of Branch Administration at HRCU where she leads over 25 employees, applying the new skills and insights after each of our Vertex courses.
We discussed some activities she built out as a result of our work with her on TeamBuilding. To be the winner of the team building book we reference in our training, The 5 Dysfunctions of a Team, email me here: Scott@ServiStarConsulting.com
Our Vertex Program is offered up in three ways: Nationwide (2 Sessions annually Spring and Fall), Live Virtual and Live Onsite. All three come with computer based training courses and participant guides the team can access before our training to get familiar with the philosophy, terminology, and skills we will be teaching. More information on the Vertex program can be found here: https://www.servistarconsulting.com/Our-Solutions/#12300
Yes, when you get quality talent like Taylor in front of a microphone the wisdom is not enough to contain in one podcast. Enjoy this part 2 of his interview with us.
In this part of the interview Taylor brought up a podcast he listens to you can check it out here:
The Brainy Business | Understanding the Psychology of Why People Buy | Behavioral Economics
https://podcasts.apple.com/us/podcast/brainy-business-understanding-psychology-why-people/id1404578385
“Consumers are weird. They don't do what they say they will do and don't act how we think they "should." Enter Melina Palmer, a sales conversion expert with a personal mission to make your business more effective and brain friendly. In this podcast, Melina will take the complex concepts of behavioral economics (the study and science of why people buy - or not) and provide simple, actionable tips you can apply right away in your business. Whether you're a small business or thriving corporation, Melina's tips can help your business increase sales and get more customers.”
----more--------more--------more--------more----
Oh the show notes always give the big reveal away don't they.
On this special episode of the credit union leadership podcast, we introduce a new star to the ServiStar family but an old face as it pertains to how many people already know of him in the industry. A recent winner of the CUNA News CU Rock Star Award- Taylor Murray joins us on the podcast and on the team as our Chief Executive Officer
CUNA CU Rock Star - Prioritize opportunities Taylor Murray is an expert at learning on the job. We also ran a new give away. Go here to schedule time with Taylor or any of us to get your copy of a free e book on us!
ServiStar Consulting - Online scheduling (oncehub.com)
We recorded this episode mid way through Briana's journey in ServiStar's Vertex Live Nationwide - a virtual way for participants to engage in our most requested workshops on leadership, from team building to employee motivation in an online training network that collaborates with each other, learns from our trainers in 10 official sessions, and participates in a group project and graduation that helps take the classroom knowledge and moves it over into action items that can be taken and implemented to help make your credit union better today.
A huge thankyou to Briana for helping us learn from her journey with us at Vertex Live Nationwide and you can go here https://www.servistarconsulting.com/Our-Solutions/#12300 to register for the fall session. If you want to RSVP early you can reach the producer Scott Albrecht at Scott@ServiStarConsulting.com
Also congrats to our winner from our last podcast Laura Enquist who won 30 days access to the Missional Leadership library from Episode 2 of this season. Lets see who reads the show notes- if you put some time on Scott's calendar to discuss this podcast - we will give you a free e copy of one of Mike's books schedule that call with Scott here: https://go.oncehub.com/ServiStarConsulting
On this episode we interview Kristyn Dix, a .....wait a second...no cheating here- you will have to listen to the episode to get what department she works in there as we introduce a new segment - Guess the Guest. Here is a little I can share about her background for some more clues:
Kristyn attended Bowling Green State University majoring in communications. She began her career at Kemba CU as a teller in 1986 and spent most of my time here in Branch Operations.
She has a passion for their members and how they serve them. Working in the ___________ arena she gets to prepare and develop others on how we handle the experience our members receive!
Once we revealed her secret identity we discussed her recent group project with ServiStar - a culture workshop we call Vertex. In it she discusses:
4.10 How she found ServiStar (Michael Neill really)
4.55 The benefit of having the entire organization go through a program like Vertex
6.14 How the training worked out virtually versus in person
8.30 Kristyn shares her favorite online module and email me to get 30 days access to the CBT course here
To find out more about our Vertex program described in this episode visit our website here.
And to schedule an appointment with the hosts here to discuss similar cultural programs for your credit union.
Thanks for sharing and listening to the credit union leadership podcast. We have so much in store for the upcoming year for you listeners....stay tuned.
The transition that, if not done correctly, can set a new manager up for failure. Good thing the credit union leadership podcast is here to help.
In this episode we mentioned that if you have questions about the peer to manager transition to email Scott@ServiStarConsulting.com and those of you who submit a question will get a copy of the book "What Got You Here, Won't Get You There" from Marshall Goldsmith, a book we reference often when consulting with credit unions.
By the way ServiStar has been consulting with credit unions for over 20 years, growing them in the areas of cultural development, leadership development, and management training. To learn more about what ServiStar can do for you or your credit union, check them out at https://www.ServiStarConsulting.com
Lets all get in the DeLorean and get our orange vests on- we are setting the flex capacitor to Dec 13, 2013...the day our producer Scott Albrecht was hired to manage. On today's podcast, he and Mike discuss taking 3 concepts learned at ServiStar back into the past to apply as a new branch manager for Baxter Credit Union 7 years ago.
We also introduce a new game to the show, "what's in the box" to see the box, borrowed from Scott's daughter- check out ServiStarConsulting.com
We mentioned the upcoming webinar on Virtual Selling- it's free and you can register here
And finally we played a 2 minute clip from the online computer based training : Missional Leadership. As a thank you to our audience we are giving every listener 30 days access to all 5 modules of this ServiStar Training. Simply email Scott@ServiStarConsulting.com and Scott will connect you to the free access.
Mike Neill, Executive Director and Founder of ServiStar Consulting and Scott Albrecht, Producer and AVP of Sales and Training sit down in this new season to discuss what kind of employee onboarding is effective after hiring the right person for your opening.
This episode gives reference to a ServiStar Consulting product that helps with new hire onboarding - link included here https://www.servistarconsulting.com/Our-Solutions/#12299
It also gave some teasers for some new products and podcasts coming up- one being the Nationwide Live Vertex program - click here to register (limited to 25 and almost full) https://www.servistarconsulting.com/Our-Solutions/#12300
To contact the podcast or to be on the podcast - contact us here https://www.servistarconsulting.com/#Contact-Us
Thanks for listening to this episode of Season 3 of the Credit Union Leadership Podcast Subscribe and Share this Podcast with your credit union peers.
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In this episode, Mike Neill talks about managing in the “messy middle."
Anyone that tells you they can give you a list of three things that will solve every performance problem and employee issue is not being truthful. The tactics and principles that ServiStar Consulting teach are research-based and have been proven to work over the years, but, they work in only about 90% of situations that we find ourselves in. The full truth is that we will all find ourselves in situations for which there are no flow charts or bullet point-solutions designed. You then find yourself in what Mike Neill calls the "messy middle." Learn how to identify your personal core values and guiding principles, which will lead you to a solution that is consistent, emotionally intelligent, and maintains relationships.
Visit us at www.ServiStarConsulting.com.
This is season two of the credit union leadership podcast. Today's episode is, “The Connection Between Member Experience and Employee Engagement,” where Mike and I talk about the critical elements that make for a great member experience. But it all starts with employee engagement, so this episode focuses on the connection between those two vital elements for any credit union. Here's Mike Neill on the Credit Union Leadership Podcast.
https://twitter.com/MichaelNeill1 https://www.facebook.com/CUESServiStar mike@servistarconsulting.com
This is the Credit Union Leadership Podcast with Mike Neill. Mike Neill has been consulting Credit Unions for nearly two decades now. He and his team help companies with three aspects of growth: cultural development, leadership, and management development.
To learn more about how Mike Neill and his team can help your credit union grow, visit www.servistarconsulting.com.
Today's episode is about the services that Michael Neill and Associates offer. Mike shares the various offerings you can utlize as a Credit Union leader.
https://twitter.com/MichaelNeill1 https://www.facebook.com/CUESServiStar mike@michaelneill.com
Today's episode is, “Living Out the Credit Union's Primary Purpose,” where Mike talks about how credit unions can really serve the needs of their members and how that's the key to success for any credit union. In this episode you'll hear what Mike Neill has learned over his years of consulting hundreds of credit unions. Here's Mike Neill on the Credit Union Leadership Podcast.
https://twitter.com/MichaelNeill1 https://www.facebook.com/CUESServiStar mike@michaelneill.com
Today's episode is, “Outstanding Internal Service (feat. TBA Credit Union)” where Mike and I talk about the nature of internal service, what it takes to lead a credit union through growth, and a practical tool that will help you. In this episode you'll hear what Mike Neill has learned over his years of consulting hundreds of credit unions. Here's Mike Neill on the Credit Union Leadership Podcast.
https://twitter.com/MichaelNeill1 https://www.facebook.com/CUESServiStar mike@michaelneill.com
Today's episode is, “Hiring the Right People,” where Mike talks about methods and practices for hiring the right people for credit unions. In this episode you'll hear what Mike Neill has learned over his years of consulting hundreds of credit unions. Here's Mike Neill on the Credit Union Leadership Podcast. https://twitter.com/MichaelNeill1 https://www.facebook.com/CUESServiStar mike@michaelneill.com
This episode is about how credit union leaders can coach for maximum performance. Mike Neill shares how to help employees accomplish their goals, staring with a clear definition of coaching. The goal is to coach with high efficiency, including how to help employees transfer into "the workplace" what you teach them in "the classroom".
This episode is all about leadership. Since this is the Credit Union Leadership Podcast, we thought it'd be fitting to have an episode devoted to the nature of credit union leadership. Mike discusses everything from what makes a good leader at a credit union to the role of organizational mission for credit union leaders. Here's Mike with the definition of leadership to start.
Today's episode is about employee engagement. Mike Neill talks about the difference between employee engagement and buy-in, what engagement really looks like in a credit union, and his advice about how to increase employee engagement at your credit union in a natural way. In this episode, you'll hear what Mike has learned over his years by consulting hundreds of credit unions. As a bonus, we've got a special guest, Christine Blake, one of Mike Neill's clients and the CEO and President at Cardinal Credit Union. She shares the story about how Michael Neill & Associates helped her increase employee engagement at Cardinal Credit Union. Here's Mike with the definition of employee engagement, a critical piece of the puzzle for credit union leaders who want a highly engaged workforce.
In this episode, Mike Neill discusses the nature of organizational culture, the key elements of a thriving credit union culture, and how exactly leaders can create a thriving credit union culture. In this episode you'll hear what Mike Neill has learned over his years of consulting hundreds of credit unions, and we've got a special guest, Mike Kloiber, who shares his experience along the journey toward a thriving organizational culture as a credit union CEO at Tinker Federal Credit Union in Oklahoma City.