What Credit Unions Can Learn From Pizza Hut
Then we ate there and were WOWed. So much so that we actually said “Wow” out loud a few times to each other. It’s not that the food is amazing – it’s good not great – but the experience is what makes it amazing. We have a regular table now.
Wait, how is a franchised lunch buffet relevant to credit unions you ask?
Provide Great Service. The first time we went there, the server asked us what kind of pizza we liked and if we didn’t see it on the buffet…they would make it. And they did make it. And then they brought it to the table to give us the first slices to ensure we got it. They did that more than once and in a way that didn’t seem like it was out of character or annoying. Wow. Also, none of us ever had to ask for drink refills because the server seemed to anticipate our every need. We felt special.
Consistency is Important. This great service must be instilled at a higher level because every server we’ve had since we started going there has been fantastic. We’ve started talking about it to others even (heck, I’m blogging about it right now!). But one time recently I did meet my family there for lunch to show them how great it is…and the restaurant failed me. The service was good, not great like the pizza. We had to ask for things and weren’t asked if we wanted anything not on the buffet. If you set high standards, every staff person needs to meet them.
Go Beyond Expectations. The first time we went there, we weren’t expecting much. It’s a lunch buffet right? The whole point is to not serve you and let you fend for yourself. Our server ended up taking care of us better than most do when you are eating a non-buffet meal! They anticipated our needs, met them and went one little step further.
Think about this: to consumers, people generally don’t expect much from their financial institution. It’s a chore that has to get done. It should be easy to WOW them.
Set a small goal for yourself this week – what’s one little thing you and/or your credit union can do to go beyond your members’ expectations?