What makes the experience at GOLD really different? We’ve already talked about What it Means to be GOLDen, how we found we’d lost our heart and developed BeGOLDen and the core values on the path to finding it again.
Last year, we applied the heart of BeGOLDen to our mission and vision statements, rewriting them to reflect what we believe about GOLD, our Members, and the community around us. Those powerful statements have served as a guidepost to us as we navigate a global pandemic in 2020.
A GOLDen Experience
Our core values combined with our beliefs really make up the essence of who GOLD and our team members are. But still, I felt like something was missing, that we needed to address the Member experience in a more direct way. That led to the development of our service standards which have been dubbed, “The GOLDen Promise.”
By acting with HEART, I promise to provide a memorable and positive experience.
H = Helpful
E = Engaging
A = Authentic
R = Responsive
T = Thankful
This promise reminds all of us that our Members are the top priority and that it’s our responsibility to make their experience great. Once again, I’ve been so impressed with how our team has adapted to fulfill this promise in the face of COVID-19 and a Member experience that is completely different from how we started the year.
In Good Times and Hard Times
The promise we’ve all made to create that memorable and positive experience doesn’t have any disclaimers. There’s no, “except when the situation is challenging” or “may not apply during a global pandemic.” In fact, it’s just the opposite. A core component is that these are our actions especially when it’s not easy.
After all, how hard it is to be helpful during a routine transaction for a happy Member? Anyone can do that. What I believe sets a person or an organization apart is how they react under stress. It’s having everything go wrong and still showing up with a smile to help. I am so unbelievably proud of the service I’ve witnessed and heard about here at GOLD over the last few months.
When we made the difficult decision to close the branches to anything but necessary appointments, the eServices team stepped in and fielded a 42% increase in call volume with grace and enthusiasm remaining Authentic and Responsive. To reduce risk for our Members closing on loans, the Lending team quickly adapted and rolled out an online loan closing process, incredibly Helpful for our Members while Engaging with their needs in a new way. All of us are so Thankful for the loyal, kind Members of GOLD who have allowed us to serve you through this challenge and been understanding as we figure things out one step at a time.
When the going got tough, our team just got more GOLDen.