This document provides guidance to staff on providing excellent member service at a retirement fund. It emphasizes treating members with courtesy, patience, accuracy and efficiency. Staff are reminded that as the "face and voice" of the fund, they have significant power to positively or negatively influence members' perceptions of the fund through each interaction. Working together as a team can help reduce stress and provide faster, higher quality service to members. The document encourages staff to always keep a smile in their voice and remember that they are the most valuable asset in serving members well.