The document presents a shift from a traditional sales culture to a relationship-building culture within a credit union context, emphasizing the importance of treating members as friends who trust for expert advice. It outlines a philosophy that encourages staff to ask questions, make suggestions, and provide excellent service while setting attainable goals aligned with overall growth plans. The approach focuses on creating value-added services and inspiring staff to embrace a more engaging and rewarding interaction with members.

1. Creating a Relationship Building Culture! Previously known as; “Creating a Sales Culture.” Presented By: Chris Harkness

2. 1915 – Today … Overview: Not a NEW concept ! 92+ years the CU has thrived on relationship building “ Treat people right, meet or exceed their financial expectations and they will continue to do business with us … and tell their friends and family to do business with us.”

3. 2007 & Beyond … Preview: It’s okay to ask questions; It’s okay to “think” for the member; It’s okay to make suggestions … we are the experts; It’s not okay to assume we know a members needs; We might painstakingly avoid calling it SALES … but that’s what it really is.

4. “ I Will Provide Excellent Service” - CUCF 1996-2007 Enter Your Navigant Values But, Excellent Service will still RULE !

5. Simple Philosophy “ If you make a sale – you earn a commission …” (incentive – smile - ???) “ If you make a friend – you earn a fortune.” Ancient Chinese Proverb NO Jeffrey Gitomer – Sales Guru

6. Our Members are Our Friends , Friends don’t leave friends; Friends trust friends; Friends expect friends to give them expert advice; and … They expect us to make sound financial suggestions on what to do, when they are in front of us. We’ve Always Been Making Friends

7. Purpose of “Extended” Friendships In conjunction with CMG’s Lender Development Program, is the creation of a “Goals” structure; Branch and Departmental goals Clearly $$ is not the sole motivator Forging a new way to “inspire” staff while also “rewarding” our members through “Value Added” services & products CMG = CUNA Mutual Group

8. Expectations & Accountability Along with Goals comes expectations. That’s NOT a bad thing … “ That which is not measured, does not grow.“ Anonymous Quote from a Sales Training Program that stuck GOALS will be real, attainable and fall within our Big Picture (or BHAG) growth plans; We will maintain High Service standards – We will expect referrals, share success stories and elicit testimonials.

9. Others Will Benefit From Goals? The Usual (Front Line Sales Staff) … plus Back Office Tellers Members & Credit Union’s Assets

10. A Navigant Sales Approach?

11. Have Fun ! This is a minor attitude adjustment; Embrace CMG Lender Development; Think of the Benefits to the Member; Super Serve – That’s something we’ve always done so well since 1915; Educate, Inform & Empower Members to make sound financial decisions with our expert guidance. Wrap Up!