“I wanted to share some positive news. We received the Member Survey results and we came in at 94% this year—even better than last year! Peter shared with me that more employees are using names, etc. and I told him that I attribute the increase to the Sales & Service Culture training. Besides that, we haven’t really done anything differently.” —T. Mermet, HR Manager, Merrimack Valley FCU

“The training you are doing for us is going great. I’ve heard nothing by positive feedback from everyone. I have to share with you that one manager felt the session on Tuesday changed her life—she told me that she has a totally different outlook on how she communicates with everyone around her, and that life is too short not to focus on the positives and really listen. Thank you!” —A. Molnau, Marketing Manager, United Educators CU, MN

“Good theories for implementing a successful sales culture.” —J. Jenkins, Mid-Atlantic Corp. FCU, Middletown, PA

“Wonderful! It’s so exciting to hear employees using your/our new skills and mentioning you and the training! It’s making a big difference, and so appreciated. It makes managers jobs easier and supported. Thanks!” —Merrimack Valley FCU Manager, program participant

“Jeanne has been an important part of our success. We asked her to totally revamp our sales and service culture, to bridge the gap between what the board and executive management team wanted and what was really happening on the front lines. The systems she implemented helped us translate our organizational goals into tasks the staff could understand and buy into. A key part of this was making sales part of each job description and integrating personal sales goals into the review process. This way, each employee knows where they stand and we're able to identify those who need additional support and training to succeed. We are still using the program Jeanne put into place here, and I feel that its positive impact is due, in large part, to her tenacity and commitment to the project.” —P. Parish, CEO, NWA Federal Credit Union

“Makes my new job seem very exciting. Looking forward to starting with all of the ideas. The best idea I plan to use … performance plans instead of reviews.” —K. Brooks, Director Marketing/Training, First Carolina Corp. CU

“Thank you very much for your work at the National Lending and Sales Institute in Nashville. Your contribution played a significant role in the success of the program and I do appreciate all your efforts. The students really found your presentation style helpful. I hope you are as pleased with the results as I am. I would be pleased if you would consider speaking again in 1999. Thanks again for a great school.” —S. Buell, CUNA Center for Professional Development

“My staff has now learned how to ask questions to identify real needs and show the real value of our products through the benefits they discuss with members.” —P. Matthews, CEO, Merrimack Valley FCU, MA

“This training is something that we can being back to our departments. It focuses on creating an environment of continuous improvement for our staff—which is very important in a sales culture.” —Community America CU manager

“Jeanne has an excellent understanding of the financial services industry. She is a convincing speaker. Her presentation style keeps the audience’s interest and she is able to relay information effectively. We found Jeanne to be an excellent resource for a variety of training needs. We would certainly use her again … and recommend her highly to anyone looking for a reliable and professional instructor.” —K. Cooke, CEO, Twin Cities Co-ops CU

“The best part of the program was role playing. Even though it was difficult, it made us have to stop and think; put us in the situation we will face—and know how to handle it. Great!! Thank you.” —Simpson FCU program participant

“Great job, Jeanne! Thanks. Re-evaluating our roles with the credit union and analyzing how to deal with that role was very helpful.” —Pillar FCU program participant

“It’s been great and you are just an awesome trainer. I have enjoyed getting to know you! My department seems really excited to develop and use these new skills. They like having very clear goals with numbers they can understand. This program has allowed us all to start moving in the same direction and get some constancy with our management styles.” —Simpson FCU Loan Manager

“The role playing and coaching provided by the instructor was most helpful.” —Eastern Financial FCU manager

“Jeanne, accept my thanks and appreciation for the great management team and staff program just completed for our credit union. I am extremely pleased with our decision to engage your help to establish a sales culture at our organization. The outcome has exceeded my expectations. This doesn’t surprise me as it becomes another successful experience we have had with your firm. Your keen insight into identifying key issues that need to be resolved was very beneficial to management. Your input stimulated us to create various improvements in our organizational structure plus recognizing methods to become more efficient. This allowed us to overcome some obstacles that could impede realizing full benefit from the training. The various professional training techniques used and your flexibility provided during our sessions enhanced the outcome for us. In addition to the skills acquired from the training, we were rewarded with some secondary benefits as well. We gained a greater cohesiveness on the management team, and strengthened the camaraderie among all staff. It was rewarding to witness the development of our group as we progressed with the program. I believe this is a direct result of the stimulating and skillful guidance given throughout our sessions. We benefited from your zest for developing the people you serve. I consider this entire program to be instrumental in providing our organization the means for growth and success in today’s marketplace. You can add the United Educators Credit Union to the list of highly satisfied clients benefiting from your services.” —D. Danielson, CEO, United Educators CU, MN