3 Lessons Trick-or-Treaters Can Teach Us about Member Satisfaction

October is one of my favorite months. I unpack my scarves and dust off the Halloween decorations. And who doesn’t love seeing adorable little kids dressed up to go trick-or-treating?

But you might not know that there are lessons about member satisfaction that we can learn from Halloween. If you’re looking to be the most popular house on the block, you have to offer those cute little kids something they want.

Hello? Is Anybody Home?

If you’re looking to attract trick-or-treaters, you probably make your house look as inviting as possible. You make sure the lights are on, and you might even put up a few decorations along the walkway. After all, a dark house isn’t just spooky, but kids won’t know whether you’re home to give out candy. An occasional trick-or-treater might get up the nerve to run up to knock on your door, but most of the dark houses are overlooked.

With member satisfaction, it’s important that your members know you’re open for business and that you’re there to help them. For credit union managers, that doesn’t just mean making your branches look welcoming, but it also applies to your online presence. It’s important to monitor your social media outlets and your website to make sure you’re accessible to members no matter where they’re looking for you.

Are You Giving Out Floss or Snicker’s?

You remember that house, right? The one that gave out dental floss instead of candy? I know the owners meant well by giving us something that we needed. But they were ignoring the fact that we only wanted one thing on Halloween—candy. When we got the disappointing giveaway, we took note of which house it came from and made sure not to go back the next year.

When it comes to member satisfaction, there’s an important lesson to be learned here. As a credit union manager, you probably have some ideas about what your members need. But what about what your members want?

The great part about member satisfaction is that you don’t have to pick one or the other. You can give them floss (like financial education classes) and a King Size Snicker’s bar (sleek web services) at the same time! Just be sure you don’t focus so much on what they need that you neglect what they want.

Reward Your Loyal Fans

Remember that kid from next door that’s been coming to your house every Halloween and always brings friends? Why don’t you say thank you and give him an extra candy bar to thank him?

For credit unions, it’s important to recognize your biggest advocates and send the appreciation back their way. That could mean giving them a shout-out on your Facebook page, giving them special perks or discounted services or running special contest for your biggest fans. No matter how you thank your most loyal members, be sure to pay it forward. 

With these tips you can be sure to have happy members all year long.