18SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Greg Michlig Greg Michlig joined the New Jersey Credit Union League as President/CEO in May of 2013. He has a strong background in the credit union, association and related financial services … Web: www.njcul.org Details Over this past weekend I stopped at a well-known national retailer to pick up a few items for a home-improvement project I was working on. One of the items was small… something I threw in the basket thinking, “this may work, but if not it’s only a few bucks and I’ll likely have a use for it down the road.”When I got to the register I was greeted by a polite, yet uninterested young man who may have had a late night prior to coming in to his shift on this day. He rang up a couple items, then came to the “throw-in” and paused as he tried to scan it several times. After an attempt to locate the item in the computer system, he looked at me and said “$2.99 sound good?”Somewhat surprised, I said “sure.” Now, I didn’t really know if it was a $2 or $8 dollar item. If this was something more significant and he asked “$99 sound good?” I would have wanted to be exact on the price. But, in this case, he felt comfortable making a call to keep the process moving. I appreciated this and thought about all the times I have had to either stand at the register myself or stand in line as the cashier contacted the department to find out how much the bottle of shampoo or roll of tape costs and then have the manager summoned to turn the magic key and type in the security code so that things could move forward. I have shopped at this chain many, many times before and while I have had the stand-in-line scenario happen far too often, I have not had this experience.Later in the day I looked up the price of the item online. Turns out, I saved $1.49. But I also gained some perspective on how that young man felt about his job, manager and the company he works for. He didn’t flinch when he proposed the $2.99 offer. I wondered what the threshold is for him to feel comfortable making such a decision. I also thought about how management handled these types of situations. Was there a culture of trust that enabled this and allows front-line staff to make decisions based on their best judgment? Is there a strict written policy that sets the thresholds? Are these things simply spoken or is it implied and understood?Then I thought about what this said to me, the customer. For $1.49, I walked out of that store with a cognizant awareness that it had just earned a step up on the competition.How is your business, your credit union, earning a step up on the competition in small ways? How are you empowering your front-line, your field staff, call center and/or those who manage to make decisions based on best judgment that will make a difference? How is that communicated? What are the parameters? How does it affect your culture?In this case, it only took one person to feel empowered to make a quick decision on a small item to change my perception of a store. Of course, maybe he took a chance or was on the way out, one way or another… but that’s a story for another day.
Facebook Twitter Google+ Published on November 1, 2012 at 10:34 am Contact Melissa: [email protected] In 15 months, redshirt freshman Martin Hehir transformed from not running at all to being the face of the Syracuse men’s cross country program.Hehir won the Big East individual championship and led the team to it’s third Big East title in four years. Missing the nod as Big East champions last year, Hehir was determined to bring the program its last Big East title before departing for the Atlantic Coast Conference next season.“It means a lot to the team and the school especially since it’s our last Big East,” Hehir said. “We really wanted to go out with the title and have it be undisputed”In a tight race at the end, Hehir outlasted Providence’s Shane Quinn, who led for majority of the race.“Other guys started coming from behind us so we started sprinting,” Hehir said. “It just ended up I just started catching Shane Quinn.”AdvertisementThis is placeholder textHehir said the coaches were on the sidelines screaming and urging them to finish strong.Flying past Quinn, Hehir sprinted to a time of 24:37.20 to edge Quinn by 1.6 seconds.The Orange rebounded for the championship after a disappointing finish in the Wisconsin Invitational. SU came in 11th place at the meet, which featured elite competition.“The Wisconsin race was really our first big race of the season,” Hehir said. “So it was kind of the first race we weren’t going to win.”Wisconsin was not the team’s best race but the Big East Championship was a race of redemption.“It was really important for us to win the last Big East meet that we’ll be in,” head coach Chris Fox said. “We don’t like to lose.”Syracuse started the race pack running, and the runners stayed together until the midway point.Running 12-13 miles a day and a total of 70 miles at the end of the week, the course and volume was familiar to the Syracuse runners.Seventy miles are now easy for Hehir to complete, but he struggled with the training when he first arrived at Syracuse.“He came in a little bit inexperienced,” Fox said. “To tell you the truth in his first six weeks he wasn’t very good.”But Fox said his hard work paid off, and it showed with his performance in the Big East championship. And his head coach thinks he has the potential to earn All-American honors, too.“If I was in his shoes that would be my goal,” Fox said. “It’s a big goal for a freshman, but if he runs like he did on Friday, he has an opportunity for sure.” Comments