Re: help...
Every bank and credit union’s customers/members have expectations–expectations for service, quality and other criteria you must meet.
The question is: who set the customer’s expectations for YOUR bank or credit union?
Did you set those expectations? Or did the industry do it for you?
The industry did. Tradition helped out. And convention sealed the deal. You had nothing to do with it. Welcome to yet another massive downside of being a commodity financial services provider.
See, when you’re a commodity, you’re selling the same stuff as everyone else, and doing it in just about the same way. So, your customers/members have a point of reference; they have something to compare you to, because there are so many other banks or credit unions doing the same thing, and years of conditioning and experience with your competitors have created those expectations for them.
When you break out of being a commodity, you have no competition–nobody else does what you do. As a result, it’s much harder for customers/members to have expectations, because they’ve never experienced anything like you before: what you provide, or how you do it. They have no point of reference, nothing to compare you to.
When you’re no longer a commodity, you get to set the customer expectations yourself. Wouldn’t that be nice?