November 1, 2009

WPCU’s Service Quality Manager, Amanda, told me about a new employee who came to us after working for a bank and wanted to know when he would be given his sales quotas.

“Sales quotas?” Amanda asked him. “I don’t know what you mean.”

It seems in his previous position our new guy was required to sell specific numbers of everything from credit cards to checking accounts. If quotas weren’t met it reflected in his performance ratings. If he undersold enough he could lose his job.

Amazing, but not surprising. The fact is many financial institutions work to build a “sales culture” among their employees. Their reason? For-profit banks are in the business of making money FROM their customers and FOR their shareholders. The more they sell, the more their shareholders make.

That’s just not how it is at Wright-Patt Credit Union.

You see, we believe selling is primarily a self-centered act - trying to get people to do something for your own benefit. Instead, our focus is on service, on taking care of people’s financial needs and helping members find better ways to manage their money. In short, we help members “Save Better, Borrow Smarter, and Learn a Lot” regarding their family’s finances.

Hence we have no quotas. We don’t have shareholders, either. Just members who cooperatively own the credit union. When we think we can help you save money, we want our employees to tell you how. And then we leave the choice up to you. We believe if we focus on serving, not on selling, everything will take care of itself.

Our new employee? He’s thrilled with his new job. All he really wanted was a job where he got to work with people and he hated being pressured to sell. It turns out we’re a match made in heaven - he helps members all day, and we get to have him on our team.

In the end, selling can be selfish while serving is inherently selfless. That’s why I love credit unions… when we do our job people are better off than they were before. It really is fun!

Questions? Send an email to dfecher@wpcu.coop.

Douglas A. Fecher
President & CEO
Wright-Patt Credit Union, Inc.