Yesterday I returned from a great 28 hours at the BISA conference in La Costa, CA.
I had the pleasure of introducing the concept of MQ to 100+ folks at my session and to visit with a ton of old friends and colleagues that I have known for years.
I continue to be heartened by the fact that so many people recognize the need to increase the MQ of their employees and, in some cases, their own practices.
Over lunch yesterday I was approached by a program manager who thought the concept really resonated and who is employed by a credit union that places a high regard on a service model they call Plus One.
She went on to tell me about the flagship story that she uses to exemplify Plus One. It’s known as the Snapple Factor.
It seems that a member called into a credit union call center for some advise.
Was she calling about her CD choices? No.
Did she need guidance about whether she had the right mortgage loan? No.
Apparently she was calling get help about what size Snapple would give her the best value for her money.
She was at the grocery store and wanted to make the right, savy buying decision.
The call center rep that fielded the call did not flinch, gave her the best answer that they possibly could and the member continued shopping – knowing that her credit union had come to her aid again.
Of course I had questions.
What made the member think that her credit union was the best place to call?
What was the immediate reaction of the call center rep?
How amazingly good did management feel that they had a service culture that would evoke this kind of relationship with a client?
I hope to have the privilege of speaking to this group in the future. Although I must admit I will need to raise my MQ game – it seems they have set the MQ bar high indeed!
