ServiStar

  Thomas Millard from First Heritage FCU
 

“First Heritage has been using Mike Neill’s ServiStar Program since 2015. We believe that Mike’s ServiStar Program has helped First Heritage create and maintain consistent, exceptional service throughout the organization. Our frontline staff is more aware than ever of their interactions with members and since June of 2015, we’ve saved our members over four million dollars.”

Thomas Millard
SVP Sales & Service
First Heritage Federal Credit Union

Good service and product selling are not enough to grow membership and ensure long-term viability. Research shows you must dominate in member experience; developing a strong culture, and creating engaged employees who offer a noticeably more convenient and customized service.

ServiStar, will provide you the tools needed to succeed. Designed exclusively for credit unions, ServiStar focuses on developing a member-centric team of employees to exceed member expectations and grow profitable relationships.

The ServiStar program offers two versions to meet your credit union’s strategy needs—ServiStar Member Experience Builder and ServiStar Selling Solutions.

Which ServiStar Product is Right for You?

ServiStar Member Experience Builder is an 18 to 24 month program geared toward developing organizational culture, providing all the tools to ensure lasting needs-based selling behavior and performance. Its comprehensive, customizable and scalable suite of tools maximizes employee engagement, member experience, and credit union profitability.

ServiStar Selling Solutions is a 10 month program designed to begin the shift from order taking to need-based, member-centric selling. Start to build a frontline staff of engaged advocates who consistently and effectively offer products and services to enhance the financial life of your members, and improve credit union profitability

new chart for servistar

Offered in partnership with CUES and MNA Consulting, Inc., Atlanta, this personalized, comprehensive program delivers a suite of training and development resources designed to deepen member relationships, build loyalty at every level, and increase profitability.

How Does ServiStar Help?

Listen to how Oakland County Credit Union decreased its single service account households by almost 3%, increased its checking penetration per household by over 6%, and increased its loan to share percentage by over 3% using ServiStar.

Learn how to create the best member experience possible by calling 800.252.2664 or 608.271.2664, ext. 332 in the U.S.; 604.559.4455 in Canada; or emailing cues@cues.org now.

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Testimonials

Lesli Dooley from Community CU of FL         

Larry Lucas from Ashland CU

         Clint Lovinger from Ventura CU

“Mike Neill has been a huge asset in helping our credit union expand our sales and service culture.  His counseling with our Board of Directors and management team has been invaluable.  His open and honest feedback has helped us define the strategic the direction of our sales and service culture.  Mike has provided excellent tools, such as member experience surveys, onsite training for our staff and soon to be rolled out Vertex Management School, which has helped us measure our success.”

Lesli Dooley
Senior Vice President
Community Credit Union of Florida

    

“Mike Neill and the ServiStar program really helped us to refocus back on our mission.  Being a credit union, it is the mission that is the differentiating factor between us and the for-profit sector of financial institutions.  Our mission of maximizing the financial well-being of our members is what drives us and is the reason behind every decision that we make at Ashland CU.”

Larry Lucas
President/CEO
Ashland Credit Union



 

    

“The sales and service culture that Mike Neill and his ServiStar team brought to our credit union has been extremely impactful.  The program is simple but don’t be fooled; it’s has been a game-changer for us!  Like I tell everyone, I wish I had come across ServiStar years ago!”

Clint Lovinger
Vice President, Member Services
Ventura County Credit Union







 

Charles Head from Atlanta Postal FCU   Lorrie Candiotti from Launch CU   Martin Carter from Astera CU

“Mike Neill and the ServiStar program taught our staff that how we treat each other should be as good or better than how we treat our members and introduced the ISS survey’s that allow us to tract that effort. His program also provided tools for our managers to better engage with their employees to help determine, (Willing, Unwilling, Able, and Unable) characteristics allowing them to coach to higher performance. Our employees now understand that service is to explain to our membership we have exceptional products and service to help them achieve financial success. Some refer to this as “sales”, we consider it a service to sell our credit union.”

Charles Head
President/CEO
Atlanta Postal Credit Union

 

“Our organization has benefited greatly from Mike Neill’s leadership and coaching training.  We were provided with the flexibility to customize the training to ensure alignment with our core values, mission, vision, and culture.  Mike Neill’s team is very engaging and our employees left all training sessions with tips and lessons they were able to implement immediately.  The follow-up sessions ensure our team members continuously apply the lessons learned.  I highly recommend the training.”

Lorrie Candiotti
SVP, Chief Operating Officer
Launch FCU

 

 

“Mike takes a holistic approach to integrating sales and service into a credit union.  He believes a full cultural integration of sales and service requires engagement and support at all levels, and within all functional areas of the organization.  This includes the Executive level and all back-office support areas.  If he doesn’t see that support coming from a potential new client, he won’t take them on.  That formula has helped us to successfully create an organizational commitment to a strong, and long-lasting sales and service culture, that has provided tangible results.”

Martin R. Carter
President/CEO
Astera Credit Union
 

4 Front CU Logo   Christine Blake from Cardinal CU   Timothy Antonition from Space Coast FCU  

“4Front Credit Union is very proud of our relationship with Mike Neill and his organization. The Servistar Consulting and Training Materials have helped us build, launch and enhance our Sales and Service model. Mike’s teachings have allowed us to deliver 4Front’s Brand Promise and Essence directly to our membership on a consistent, daily basis. Mike Neill continues to support 4Front Credit Union by introducing us to key strategic concepts, partners, and companies that will holistically serve more members, enabling them to achieve financial empowerment. Thank you Mike!”

Jason Acosta
VP of Branch Operations
4Front Credit Union

 

“The ServiStar team is dedicated to our success! By working with Jen and Mike, our management team has developed key coaching skills that address a wide range of employee issues. My team went from good managers to great coaches and leaders. Jen and Mike really listened to our needs and created an approach that worked for us.”

Christine Blake
President, CEO
Cardinal Credit Union








 

 

“Mike Neil partnered with our team in the development of a program that helped us build a solid foundation of leadership skills within SCCU.  His extensive knowledge of how Credit Unions operate coupled with his expertise in developing leaders resulted in an outstanding curriculum we continue to use in developing our current and future leaders.  Mike’s willingness to learn about SCCU’s specific needs and culture contributed to the success of the program which has had a positive impact on meeting our performance goals to include significantly increasing our retention metrics.”

Timothy M. Antonition
President and CEO
Space Coast Credit Union