WORKING TOGETHER TO CREATE A CULTURE OF EXCELLENT SERVICE 888.440.0552 [email protected].

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

[email protected]

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

The Product Centric Model = Product PushingThe Product Centric Model = Product Pushing

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

Working Together to Create a Working Together to Create a Culture of Excellent ServiceCulture of Excellent Service

Working Together to Create a Working Together to Create a Culture of Excellent ServiceCulture of Excellent Service