“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, Merrimack Valley FCU CEO

“You were great! Thanks for your super presentation earlier this week. Everyone enjoyed it and from the evaluation responses, found great value in it. It was GREAT to meet you and I love your dynamic personality. I look forward to the possibility of working together again.” —C. Coraci, Research FCU Training Manager


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


“The most important thing I learned is that members’ needs are best met by listening to them and relating benefits to them the way they would see the benefits. How it would help them.” —MN CU Network participant


“Learning how to listen, ask questions and paraphrase were the best parts of this program. I found Jeanne to be most delightful on this training which made learning much more delightful.” —Pillar FCU staff


“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


“Your presentation, at the Sterns County Chapter Meeting, made the one hour drive (especially the day before Memorial Day weekend) very worthwhile! I’m sure our Chapter will be in contact with you again soon! We enjoyed your enthusiasm and your insight.” —S. Lentner, T&L Credit Union


“Wonderful, she was marvelous … Good analogies used to get point across … Showed everyone no matter what department, you have an impact on the member … She was very in-tune with where RFCU should be … Fantastic job of getting message across … Easy to listen to and follow.” —Research FCU seminar participants


“Here it is! A beautiful job. You did a fine job of putting together the ‘Member Relations’ STAR module. I have sent copies to a number of reviewers throughout the country and, to date, I have heard some excellent comments regarding it. They all think that it gets to the ‘heart of the matter’ and is well-written. We appreciate the excellent writing job. Again, thanks for your fine efforts.” —L. Bergstrom, CUNA STAR Coordinator