Please don’t make your members do this

Have you ever noticed how hard we make it to do business these days?  Sign this form, mail this in, come into the branch, blah, blah, blah.  If we really wanted their business, we’d make opening a new membership, certificate, or loan as easy as humanly possible.  We’d find ways to satisfy the regulations we have to, but still provide outstanding service.  Don’t make your members jump through hoops to do business with you.  And don’t make them jump through this either.


4 thoughts on “Please don’t make your members do this”

  1. I started an account with Community Choice CU ( a month or so back and I thought the process went very smoothly. In fact, I didn’t have the $25 necessary to open the account (who carries wads of cash around these days?) the day that I was in there and it was still painless. They gave me my paperwork and membership cards anyways and asked me to stop in at any of their branches the next week with the deposit and they would get me started.

    They could have refused to do any of the paperwork at all since I didn’t have the deposit, but I thought they were very considerate to accommodate me and my situation.

    I do agree with you in the fact that sometimes there just seems to be too many hoops to jump through to get anything done. I imagine we (CUs) have a hard enough time trying to woo people away from banks, so why make it so difficult once you finally grab those customers?

  2. This reminds me of something I read a while ago about how businesses used to have doors that opened inward because it made it easier for customers to enter and harder for them to leave. This was before fire codes required doors to open outward so people wouldn’t get trampled leaving the building. But the idea was that customers would subconsciously prefer businesses with doors that opened inward because it was easier for them to get inside and do business. It’s probably just an urban myth though.

  3. I couldn’t agree more. Most credit unions I work with to improve their “first impressions” blame their current way on compliance. We HAVE to do those things.

    You do have to comply.

    You don’t have to suck while you do it.

    It’s starting to feel more and more like an interrogation when you open a new account. I’m waiting for them to ask for some DNA…..

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