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White Papers for Credit Unions, Volume I

1. Article I: Evolving from Member-Focused to Member-Centric
2. Article II: Building the Bridge between Service and Selling
3. Article III: Creating the Performance that Drives Value & Growth
4. Article IV: Understanding Member Value & How to Enhance It
5. Article V: Leveraging your Success Profile to Select the Right People
6. Article VI: Implementing a Service-Selling Process that Reinforces Your Values
7. Article VII: Developing Accountable Leaders for a Service-Selling Culture
8. Article VIII: Engaging the Hearts and Minds of Your Service-Selling Team

Learn More About Our Results-Producing Solutions

Training and Assessment Service-Selling Skills, Attitudes and Beliefs Customer Service Skills, Attitudes and Beliefs Coaching Skills, Attitudes and Beliefs

Consulting Change Management Member Value Gaps Leadership/Service Team Alignment Business/Strategic Planning

What Credit Unions Are Saying About Integrity Solutions

"I am now more in tune to my employees and customers that I deal with, so that I can better serve their needs."

Read more client success stories >>

Credit Union Clients

Arizona State, AZ Baltimore Cty Emp, MD Baptist Health, AR Baptist Health S, FL Bay Gulf, FL Bellwether Com, NH Coastal, NC Delta Community, GA Dep. Of Commerce, DC Ed. Systems ESEFCU, MD Elga, MI Empire, NY Fairfax County, VA Fairwinds, FL First Financial, NM First Service, TX

First Tech, OR Focus One Community, CA Global, WA Goldenwest, UT Granite State, NH Grow Financial, FL Harvard U Employees, MA Heritage Family, VT Indiana U Employees, IN Johns Hopkins, MD Marion & Polk Schools, OR Marriott Employees, MD Money One, MD Motorola Employees, IL Mountain America, UT

Northwest Resource, OR Oregon Community, OR Pelican State, LA Point Loma, CA Prince George's Emp, MD Public Service, CO Southland, CA Summit, WI Sunmark, NY TopLine, MN Ulster, NY Utah Central, UT Vermont, VT Visions, NY York County, ME

Ten Guidelines for Ethics & Values

1. Service and selling are an exchange of value.
2. Service and selling are not something you do to members, it's something you do for and with them.
3. Developing trust and rapport precedes any service or selling activity.
4. Understanding a member's wants or needs always precedes an attempt to offer a solution.
5. Service and selling techniques must give way to values-driven principles.
6. Truth, respect and honesty provide the basis for long-term success with members.
7. Service and selling pressure is never exerted by a service team. It's exerted only by members when they want or need the solution being recommended.
8. Dealing with member concerns is never a manipulative process. It's a strategy to overcome problems...when members want to overcome the problems.
9. Getting agreement to a solution is a victory for both the service team and the member.
10. Ethics and values contribute more to sales and service success than techniques or strategies.

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Integrity Solutions

Integrity Solutions (www.IntegritySolutions.com) is a performance improvement organization that focuses on developing sales and service teams that achieve measurable business results — increasing sales, improving customer loyalty, and talent retention. Our philosophy, processes and people change the way our clients do business, by building integrity into every aspect of their customers' experience. With millions of participants worldwide, Integrity Solutions continues to build programs that help our clients create value for their customers.