WORKING TOGETHER TO WORKING TOGETHER TO CREATE A CULTURE OF CREATE A CULTURE OF EXCELLENT SERVICEEXCELLENT SERVICE
WORKING TOGETHER TO WORKING TOGETHER TO CREATE A CULTURE OF CREATE A CULTURE OF EXCELLENT SERVICEEXCELLENT SERVICE
www.michaelneill.com888.440.0552
Why Choose ServiStar?Why Choose ServiStar? Real World Credit Union Sales Culture Leadership Experience
Led his own credit union to the #2 ranking in the US In Member Product Penetration
15+ years consulting exclusively with credit unions
More than 250 Credit Union Clients
Recognized Leader in Credit Union Sales and Service Culture and Coaching Development
Author of the most read research project in Filene Research Institute history - "Attributes Common Among High Performing Credit Union Managers”
Author of the most read research project in Filene Research Institute history - "Attributes Common Among High Performing Credit Union Sales and Service Performers”
Author of the most read book on sales and service culture development, "Creating and Maintaining a Credit Union Sales and Service Culture"
Author of the most read book in the Credit Union Movement on Performance Coaching, "Coaching for Maximum Performance"
Lead faculty for the Credit Union School of Growth and Profitability
Unparalleled Credit Union Results 2012 NAFCU Credit Union of the Year
2011 NAFCU Credit Union of the Year
30% of the Raddon Crystal Performer Award Winners
5 of the top 5 ranked Credit Unions in Sales Skills*
5 of the top 6 ranked Credit Unions in Member Service Skills*
5 of the top 5 ranked Credit Unions in Teller Referral Skills*
* As measured by the largest Mystery Shopping Service in the CU Industry
The ServiStarThe ServiStarMember-Centric Model = Trusted AdvisorMember-Centric Model = Trusted Advisor
Member-Centric Sales ProcessMember-Centric Sales Process
Start EndConduit
Product-Centric Sales ProcessProduct-Centric Sales Process
Start EndConduit
ServiStar is CompleteServiStar is Complete Needs Assessment Project Management via MNA Client Relations
Manager External Service Measures Internal Service Measurement Revision of Position Descriptions Evaluation Development Incentive/Recognition Development New Member On-Boarding Program
Service Standard Development Sales Tracking and Reporting Development
Pre-employment testing
ServiStar is CompleteServiStar is Complete New Employee Orientation
Product Knowledge Manual
Product Knowledge Assessment
Sales Training
Referral Training
Service Training
Leadership Training
Coaching Training & Development
As A ServiStar Client As A ServiStar Client You Also RecieveYou Also Recieve
Unlimited consulting for 18 months. Annual ServiStar Users Group
Meeting. A monthly project coordination call with
MNA’s Client Manager to review sales and service culture timeline progress and assistance in managing the implementation every step.
Access to our monthly All Client Best Practices Call.
Our Clients SayOur Clients Say“We thoroughly investigated both ServiStar and CUNA’s Creating Member Loyalty The primary reason for choosing ServiStar was the the feedback we received from comparing clients results and experiences with both programs. We saw that ServiStar resulted in distinctly improved execution. We felt that we did not have the time or resources to administer the program. We felt this was a huge advantage over simply certifying two of our employees to implement the program having had no, “real world” experience, or someone from the outside who had merely been certified to work with other credit unions. Mike’s unparalleled experience adds great value. Having the President of the company helping us both on and off site, throughout the project, is a significant added benefit of ServiStar.”
Linda H. WeatherfordMarketing/Business DevelopmentSPC Credit Union
Our Clients SayOur Clients Say“We reviewed many programs from searches and suggestions from other credit unions. We investigated three in addition of MNA. The executive team reviewed the program offerings and what we liked most about ServiStar is the personal involvement – Mike actually working with us not rather than a “trainee.” Also, Mike is on-site at least ten days and provides unlimited off-site consulting. We didn’t want a “boxed” program. Mike’s “track record”, his personal approach and being available to us as we work through these changes and his continued support were key to our final choice.”
Nancy Curtis
Training Director
Healthcare Associates Credit Union
Examples of SuccessExamples of SuccessDel Norte Credit Union
2009 2010
Loan Penetration 39% 48%
Checking Penetration 40% 51%
Income per Household $55 $67
Total Revenue Per Household $454 $577
Revenue per Employee $136 $140
Auto Loan Penetration 20.3% 26.1%
Combined Household Balances $13,171 $19,495
Services Per Household 1.79 2.00
Percent Single Service Users 60% 50%
Average Loan Balance $14,208 $17,241
Examples of SuccessExamples of SuccessSeaComm Federal Credit Union
SeaComm Cross-Sold Household Ratio 95th Percentile
2011 NAFCU Credit Union of the Year!“ServiStar was a significant reason we were able to win this
award.” – Scott Wilson, CEONamed one of the top twenty-five companies to work for in the
state of New York!
ServiStar implemented 2007/2008
2009 2010 2011
Net Income per Household $65 $149 $188
Household Profit $81 $173 $209