COMMUNITY FIRST CREDIT UNION — SERVANT LEADERSHIP AT ITS BEST
I had the privilege this month of speaking on “Spreading Contagious Enthusiasm™–Creating Workplaces of Passion, Purpose, and Productivity” to Community First Credit Union in Appleton, Wisconsin. It is always interesting to me that so often the organizations that ask me to speak on this topic, like Nordstrom, Southwest Airlines, and Community First, are the ones who are already doing a great job, while those organizations who really need this message do not see the value.
I was deeply struck with how this small community credit union exemplifies servant leadership at its very best, both internally and externally. It begins with their leader, Cathie Tierney, President and CEO. Not only is she a supportive, hands-on, approachable leader on the human side, but she is also very astute on the business level. This organization has grown quickly and has exceeded its goals for years. In fact, at almost $2 billion in assets, they are the largest locally owned financial institution in their market.
However, the most amazing thing about this woman and her leadership is what she gives back to the community. She spends an average of 12 – 15 hours a week on community service. While I was there, I was invited to an area-wide dinner honoring community volunteers, and Cathie was presented with their highest honor. What a model this sets for her entire organization!
Externally, this company DOES put the community first! Last year they saved their members 18 million dollars, and this year their goal is to save them 20 million dollars. (They announced at the meeting that already in this first quarter they are over halfway there!) While other financial organizations are focused on improving THEIR bottom line, Community First is focused on helping their members. Of course, they are rewarded in other ways, particularly by selling more products and gaining more members; however, their overriding concern is truly to help their more than 97,000 members be financially secure.
They have opened branches in all the high schools, a middle school, and even in a grade school in the area to help teach young people how to save and manage their money at an early age. What a gift they are giving them for their future!
Foreign student interns from Appleton came to hear my presentation
Another way they support their community is that 76% of their employees volunteer in some way in the area, and their goal is to reach 80% participation in 2012. Most importantly, the organization values and supports employee contributions with time off, encouragement and awards for giving back.
Internally, I was touched by the caring Cathie and the management team express for their employees. Once a quarter they have an all-company meeting in the evening to inform staff about the company’s financial health and to celebrate both individual and organizational achievements. They not only pay the employees for this time, but they also provide dinner and some sort of inspiring message.
They value and appreciate one another. While I was there, the employees surprised Cathie with a lovely gift and flowers to celebrate her community award. As a result of doing so well for the quarter, Cathie announced that she was giving them each an extra vacation day. What a generous incentive for people who have done a great job! (And she promised another day off if they meet their annual goal. 😉
Most importantly, they have FUN together. At the end of the meeting, all the managers came into the auditorium dressed in straw hats, sunglasses, and grass hula skirts to tell employees about an upcoming party they were having for all of them. I also noticed how much they all love competition with other organizations, and they almost always win – a wonderful example of team spirit!
In a landmark study which has been replicated many times over the years, it was found that the top three things all employees want are interesting work, full appreciation for the work they have done, and a feeling of being in on things. Community First has creatively succeeded in meeting all these needs internally.
Finally, they have become an employer of choice in the Appleton area not only because of how they value their employees but most importantly, for how they contribute to their members, their community, and this world. It was a special joy for me to see a small organization that is doing everything right and to be able to affirm and celebrate them for the difference they are making. I only wish they had a branch in Florida!
To learn more about Barbara’s work, go to www.barbaraglanz.com.
