Red Canoe Credit Union - CUNA Councils · The Sales and Service Management category is all about creating innovative approaches to create, cultivate, and sustain a successful sales

Red Canoe Credit Union CUNA OpSS Council Award Entry

We’ve been working hard to continue building upon our successful sales culture over the past year. We reinforced the reasons why we sell products and services and how they benefit our members with a program we created entitled, “Award Winning Referrals.” Recognizing the importance the Red Canoe Financial Group has to the overall success of our Credit Union, we also created a year-long referral program to help them entitled, “Rock of Stages.”

These campaigns built upon our culture of having fun in the workplace, reinforced the skills of our sales program, saved our members money and continued to eduacate and raise awareness for the Red Canoe Financial Group, who work with us on long-term investments for our members.

The Sales and Service Management category is all about creating innovative approaches to create, cultivate, and sustain a successful sales culture. These unique and low-cost promotions pushed the limits of our creativity and provided our sales staff a fun way to connect while doing what was right for our members.

Red Canoe OpSS Entry Table of Contents

4 Award Winning Referrals

The idea behind this creative campaign.

5-14 The Handout All the applicable information about Award Winning Referrals.

15 The Winners and Results Pictures of our winners and details about our success.

16 Rock of Stages: An Introduction A promotion to support the Red Canoe Financial Group where employees move to different

stages to become a rock star.

17 First Quarter Rock of Stages Competition The handout with our guidelines and point structure to kick off 2014.

18-21 1st Quarter Rock of Stages Communication and Celebration Email communication to reinforce our objectives and pictures recognizing our top performers.

22 2nd Quarter Rock of Stages Competition The handout with our guidelines and point structure for second quarter.

23-28 2nd Quarter Communication and Grand Prize Winner Email communication to reinforce our objectives and a picture of our Grand Prize Winner.

29-31 3rd Quarter Rock of Stages Concept The handout with the guidelines, point structure and lottery ticket samples for our third quarter BATTLE OF THE BANDS.

32 Intranet Utilization How we used our Intranet to maintain constant excitement.

33 Rock of Stages Results Details on how we’re one of the best Credit Union producers in the country, but still on pace for a 12% referral increase.

We wanted to find a way to reinforce our sales skills with our front line staff, so we created a class and follow-up promotion entitled, “Award Winning Referrals.” The handout on the following pages illustrates the skills, ideas and activities we wanted to reinforce:

• Making a Successful Referral• Knowing when to Refer a Sale• Confirming Referral Opportunities• Product Category Review• Benefit Statements• Possible Benefits• Emphasizing Benefits of Talking to a Specialist• Successful Mystery Shop Reviews

These were all reviewed in a classroom format for our tellers. We facilitated these classes in person for all the tellers in all our branches. In addition, we wanted to tie in the Oscars, so we had a follow-up activity involved. Each teller was entered into a drawing for each cue they recognized from a member. In addition to logging that information in the referral on our CRM system, they also chose who they thought the Oscar winner would be from the six major categories.

If their name was drawn AND they chose an actual Oscar winner, they won their own Oscar trophy and a $25 gift card to Regal Cinemas. In addition, the top referrer for the month of February also won their own Oscar trophy and a $25 gift card. This concept encouraged heightened awareness, a need to make multiple referrals and a fun factor revolving around the Oscars.

Award Winning Referrals The Concept

MAKING A SUCCESSFUL REFERRAL

1. Ask questions to confirm referral opportunity2. Make benefit statement about product or product category3. Emphasize benefits of talking to a specialist and make referral

EXAMPLE:

CUE Recognized: Member gets a cash withdrawal at 5:25 in the evening.

1. “Do you ever need to do this when we’re closed?”2. “We have a variey of different services that can help save you time.”3. “Talking to a Branch Support Specialist today can make this your last rushed trip for cash.”

KNOWING WHEN TO REFER A SALE

When is it time to refer a member? Let’s discuss cues that give us an opportunity to make a referral. Here are some referral opportunities turned in by your peers:

• Life changes - new baby, grandbaby, new job• Payment to another institution - see in history• Classic checking, using debit and estatements• Member complains about high rates• Says payment not received at another institution• “Sometimes I forget to pay some bills.”• Member mentions they’re not happy with a rate• Hard time saving money after the holidays• Worked late and couldn’t make a deposit• Member complaining about overdraft fees• High balance in savings, money market or CD• CD is maturing soon• Constantly asks for printouts/statements

Remember, an effective referral is a “win/win/win.” A win for the member, a win for the credit union, and also a win for you!

• Request a cashier’s check to other institution• They live by a shared branching location• Complains about long lines• Conducts same transfers every month• Member is moving to another state• Paid off car loan• Upcoming college• Low interest rates on CDs• Loan payments with a check different CU/bank • Deposit large amount of checks to a regular

savings account• Getting a Cashier’s check payable to an

investment company• Simply Smart w/ no eStatements

CONFIRMING REFERRAL OPPORTUNITIES

Before you can help meet a member’s need by making a referral, you must be certain the member actually HAS a need, not simply make the assumption. By confirming referral opportunities, you:

• Save time• Build credibility with the member• Eliminate any possible awkwardness if the member doesn’t accept your suggestion

Example: “How can we make it more convenient for you to pay your bills?”

Phrases to avoid in confirming questions:

EXERCISE

Referral Cue #1: Confirming Question:




PRODUCT CATEGORIES

Typical product categories and the types of products that might fall within them.

Examples:

Convenient ServicesOnline Banking/Mobile Banking Direct Deposit ACH/Auto Transfer Bill Payer Cashier’s Check eStatements email Night Drop / Express Drop Shared Branching Telephone Teller

Deposit Regular Savings Money Market Account

Loan Line of Credit Mortgage

PRODUCT CATEGORY BENEFIT STATEMENTS / SELLING BENEFITS

When you’re uncertain about the member’s exact needs, keep your benefit statement general. This means, if appropriate, mentioning a product category, rather than a specific product. By keeping your suggestions general, you do the following:

• Minimize the possibility of recommending the wrong service to the member• Save time by minimizing the possibility of specific questions from the member.• Encourage the member to learn more by proceeding to a Branch Support Specialist• Provide the specialist with maximum flexibility to explore the member’s needs, since they haven’t been “boxed in” to a particular product already.

Example: “We have a wide variety of products that could help earn more money.”

POSSIBLE BENEFITS

ConvenienceEarn MoneySave MoneySave TimePeace of Mind

Product Category: LoanBenefit Statement: 1.

Product Category: DepositBenefit Statements: 1.

Product Category: Convenient ServicesBenefit Statements: 1.

EMPHASIZE BENEFITS OF TALKING TO A SPECIALIST

The more you can help members see the benefits of talking to a specialist, the more successful referrals you’ll be able to make. EXAMPLE

“Talking to a Branch Support Specialist today can make this your last rushed trip for cash.” Referral Cue #1: Possible Benefit Statement

Referral Cue #2: Possible Benefit Statement:

Referral Cue #3:

Possible Benefit Statement:

Referral Cue #4: Possible Benefit Statement:

REFERRAL CUE ONE:

Step One (Confirming Question) Step Two (Benefits of Product or Category)

Step Three (Benefits of Talking to a Specialist/make referral)

REFERRAL CUE TWO:



REFERRAL CUE THREE:



REFERRAL CUE FOUR:



SALES AND SERVICE SHOP EXAMPLE #1

Interaction Detail:

When I got in line it was a very short wait to see the next employee. Bradley called out asking to help the next member. I made my way to his window. He gave me a friendly greeting, asking how I was and ask-ing what he could do for me. I told him I needed to make a withdrawal. He asked for my account number and I gave it to him. I asked how his day was going he replied that it was good. He asked for the pass-word and asked how much I wanted to take out. We made some casual conversation and I told him that I started out the New Year with my car breaking down and that the mechanic recommended that it would be better to get a new car. He asked if I had been thinking about getting a new car. I said that since mine was working I hadn't had to think about it until now. He asked if I had given any thought to where I would get a car loan. I said that I had another account with a different financial institution but I wasn't sure what their rates were. He continued with telling me that Red Canoe also had loans and that the rates were really low and that it would be an advantage to sit down and talk to someone. He asked if I had been pre-approved for a loan I told him I was not and that I hadn't started shopping yet. He went on to say that it’s nice to be pre-approved for a loan because then you know what price range you're looking at and when you do find something you want, you know you are already approved for it. He again referred back to the low price of the loan and rates. I said I would love to sit and talk to someone bout a loan. He mentioned that it’s nice when you can keep all of your banking in one place and I agreed. He mentioned the convenience of making payments at a local financial institution verses a non-local institution. He asked if I had some time to sit down with someone today and I said I did. He completed my transaction and he asked what kind of car I had in mind. When I said the type he related a positive story about his relative and the car I was interested in. After the transaction was done he said that he would walk me down below and get me checked in. When we arrived at the counter we began to talk about dif-ferent cars. Bradley introduced me to an employee at the reception desk and explained that I wanted to talk to someone about an auto loan. He thanked me and told me to have a good day.

SALES AND SERVICE SHOP EXAMPLE #2

Interaction Detail:

There was one other person ahead of me in the teller line. There were three tellers and each had a member with them. I waited approximately two minutes before Allie called over to me and said she could help me here. Her nameplate said Allie. She asked how my day was going and then asked how she could help me. I said I needed to transfer funds from my savings to my line of credit. She asked for my account number and password.

While she looked it up, I said I needed to get my balances down because I was going to finally shop for a car this weekend. She immediately asked me if I had car financing. I said no. She said that Red Canoe had just lowered their car loan interest rates, and she asked if I would be interested in talking to a loan officer. I said I would like to talk to a loan officer. She finished my transaction and handed me my receipt.

She then added that the loan officer could also do a pre-approval for me, and that way I would have peace of mind knowing exactly what I could comfortably afford. She said she would let the loan department know I would be waiting in the new account/loan waiting area. She pointed over to the waiting area to let me know where it was. I thanked her and she thanked me using my name, and added for me to have a good day. Allie was very professional and friendly. Allie had a great attitude and personality. I could tell she enjoyed working for Red Canoe and enjoyed helping people.

FOLLOW-UP ACTIVITY

For each cue you enter today through February 27th, you will be entered into a drawing to win your own Oscar! If you are drawn (and if you choose the Oscar winner), you win a real life Oscar and a $25 Regal Cinemas gift card. In addition, the top referrer during this time period will also win a $25 Regal Cinemas gift card and an Oscar. Keep this handout and study up on your options in case you are drawn!

Best Picture Options

American Hustle, Captain Phillips, Dallas Buyers Club, Gravity, Her, Nebraska, Philomena, 12 Years a Slave, Wolf of Wall Street

Best Actor in a Leading Role Options Christian Bale (American Hustle), Bruce Dern (Nebraska), Leonardo DiCaprio (The Wolf of Wall Street), Chiwetel Ejiofor (12 Years a Slave), Matthew McConaughey (Dallas Buyers Club)

Best Actress in a Leading Role Options

Amy Adams (American Hustle), Cate Blanchett (Blue Jasmine), Sandra Bullock (Gravity), Judi Dench (Philomena), Meryl Streep (August: Osage County)

Best Actor in a Supporting Role Options

Barkhad Abdi (Captain Phillips), Bradley Cooper (American Hustle), Michael Fassbender (12 Years a Slave), Jonah Hill (The Wolf of Wall Street), Jared Leto (Dallas Buyers Club)

Best Actress in a Supporting Role Options

Sally Hawkins (Blue Jasmine), Jennifer Lawrence (American Hustle), Lupita Nyong’o (12 years a Slave), Julia Roberts (August: Osage County), June Squibb (Nebraska) Best Animated Feature Options

The Croods, Despicable Me 2, Ernest & Celestine, Frozen, The Wind Rises

“Award Winning Referrals” was completed right before the Oscars We had a few employees who made the right predictions to win their very own Oscar and $25 gift card. In addition, Sarah Haeck had the most referrals in February and scored an extra Oscar and gift card.

The results are easy to quantify. In years past, we struggled to make our referral goals and rarely had 1,000 referrals in a month. Our achievement during this campaign was up 25% from two years ago and we’ve maintained over 1,000 referrals each and every month since. Best Picture:Sarah Haeck – 12 Years a Slave Best Actor in a Leading Role:Bradley Scalf – Matthew McConaughey, Dallas Buyers Club Best Actress in a Leading Role:Rhea Borromeo - Cate Blanchett, Blue Jasmine Best Supporting Actor:Luke Lindquist - Jared Leto, Dallas Buyers Club Best Supporting Actress:Sarah Haeck – Lupita Nyong’o, 12 Years a Slave Best Animated Feature:Trina Stariha – Frozen

Award Winning Referrals The Winners and Results

Rock of Stages An Introduction

Red Canoe Credit Union values our relationship with our Financial Group and includes them as part of our sales team on an ongoing basis. In the past, we have run targeted campaigns one month of the year and had great success. However, as with any “product” promotion, our numbers see a great increase, followed by a gradual decrease. Therefore, we decided to embark on a new adventure in 2014 and run a year-long campaign to support Red Canoe Financial Group. We challenged our creativity on this one... Each employee came up with an individual band name and now competes on an individual basis throughout the year. Our point structure can be found in the supporting documents. Besides their individual efforts, we added some team and branch competitions as well.

We have seen a steady increase so far in 2014 – especially in the area of qualified and kept appointments, which is vital to the success of Red Canoe Financial Group. Besides the increase in those appointments, the staff is having a lot of fun with our rock and roll theme, as you will see in the supporting pages. In short, we’ve successfully tied together employee engagement and productivity.

We chose ROCK OF STAGES because individuals are challenged to move through the “stages” of what it takes to become world famous as they continue on their year long journey and earn new career stages based on their success with referrals.

Welcome to Rock of Stages - the new 2014 year-long RCFG referral campaign. Members will be helped, music careers will soar and the RCCU will grace the cover of Rolling Stone. Are you ready to rock? The GoalWe’re committed to maintaining referral momentum throughout the year with the help of this campaign. It will replace the current Referral Motivator tool. Things will change a little each quarter to re-energize you and keep you focused on your year-end goal.

The ConceptYou will earn “points” and make your way from a singer on the street all the way towards the top performer, who will earn the “Best Performing Artist” Grammy Award. Earning PointsBeginning January 16th, all employees start with a bus pass and guitar case, just as a new singer would. As you earn points in the first quarter of 2014, you can work your way through different stages of an aspiring musician’s career which we’ll feature on BERT and ERNIE. 1st Quarter Point Structure Band Name: Required to StartTurn in your Band Name (Required to move off square one.) Think of anything fun you’d like to be knownas. Perhaps you’re fond of “Jenns and Roses,” or maybe “Mattalica” is more your style. Be creative!

Qualified Referrals: One PointThis is your $10 Referral, where RCFG spoke to the member and contact was made.

Kept Appointments: Five PointsThis is where the member actually comes in and sits down for a meeting based on your referral. Note: The $15 referral incentive will still be paid out for appointments made.

RCFG Mentor: Five Points per monthWe have more info to come, but we’re looking for Departments to have a mentor. “Chart Topper:” Ten pointsWe’ll feature one testimonial each month chosen by David and Helen (one each). This story will be a standout referral they will choose and share how it impacted the member’s life. In addition, participants can get one point per BERT post/per week. Qualified postings will include a positive member experience, cue, confirming question, or question for RCFG. We’ll start a running blog and point tracker on ERNIE on January 16th.

1st Quarter RewardsAt the end of the first quarter, the top three participants will each receive $25 iTunes gift cards. The top performer gets a hosted Guitar Hero lunch with five friends.

Rock of Stages First Quarter Email Communication Samples

Susie Mathes and Trina Stariha hit the top of the charts last month with standout referrals to Red Canoe Financial Group. In-between their tour stops with Taylor Swift, they continue to dedicate themselves to outstanding member service, and also earned an additional ten points for Rock of Stages! Check out their stories below.

From Helen:

Susie Mathes helped a member consolidate some loans and she found out they had a lot of questions about investing and re-tirement, as well as general financial planning for the future. Susie immediately referred them to the Financial Group. After multiple delays due to weather and scheduling issues, I was able to meet with them. We are in the process of completing a total financial plan that will help guide them through the next few years, enabling them to shore up their current financial position, consolidate investments and address funding issues for some of their dreams outside of retirement. We will be utilizing a wide array of credit union products and services as well as various investment solutions.

This is truly a great example of improving a member’s overall financial situation, providing them a sense of direction and giving them peace of mind by teaming up together to address their needs. And they couldn’t say enough good things about Susie!

From David:

Trina Stariha assisted a member and identified during the branch visit that he had large balances at the credit union earning a low rate of return. She informed the member that the Red Canoe Financial Group Financial Advisors are available to assist members with their financial goals. The referral was made, the member was contacted qualifying the referral, and the ap-pointment was set and kept.

In meeting with the member, I conducted a thorough financial review and needs assessment. We found financial investments that greatly benefited the member with a better rate of return, many additional benefits, and a secure source of guaranteed retirement income. In further talking with the member, he shared that the credit union has always been there for him. He really appreciated the referral from Trina, and now the assistance that RCFG was able to provide with his financial needs. His wife had passed away in December after 30 years of marriage. We were all able to help him with efforts of getting his affairs and financial needs in order. He appreciated the long term member relationship we provide helping him and his family.

Thanks for the great referral Trina!


Our first quarter Rock of Stages promo is complete, and we have five rock stars who really “spiced up” the first three months. The Shaw Stopper (Allie Shaw) ended the quarter in FIRST PLACE, with 52 points. Coming in right behind her were Raquel & the Rockettes (Rachelle Maryott) and Sara Jean the Hip Hop Queen (Sara Fittro) with 44 points each. All three of these ladies are receiving $25 iTunes gift cards for placing in the top three. In addition, The Shaw Stopper wins the Grand Prize – a hosted Guitar Hero lunch for her and some friends!

I have also listed the next eight highest scores, which rounds out our top eleven of first quarter:

RC (Charity Kerstetter) – 33MEOWLORI (Mallory Rubon) – 32Lolo & The Teeters (Lauren Groce) – 27The Pecha 5 (Deanna Pecha) – 23Shredders of the Gnar Gnarnia (Brian Nagle)– 22Staci’s Mom (Staci Lee) – 22HotPlay (Cristina Carrillo) – 20Stacey & The Loan Bandits – 20

We also saw a great increase in referrals last month. We had 76 received referrals in March, in comparison to February’s 46. We also qualified 73 referrals in comparison to February’s 34.

Your efforts are paying off!


MARCH CHART TOPPERS

Rhea Borromeo and Deanna Pecha each received ten extra points last month for being our Chart Toppers. Check out the stories of these referrals that are off the charts!

POWER OF RASH (Rhea):

1st Referral:Member Life Stage: Mid 60’sLife Clue: Nearing RetirementNeeds Assessment: Retirement Planning & Adequate Life Insurance

Appointment is set to discuss these needs and establish a financial plan for their retirement years. The member wanted the peace of mind that everything was in good order before the upcoming retirement date.Solution: The RCFG Financial Advisor will now have the opportunity to develop a relationship with the member and provide financial assistance during their retirement years. A complete portfolio review appointment will help analyze their current investments, risk tolerance, income producing options, and life insurance needs for their heirs.

2nd Referral: Member Life Stage: Mid 40’sLife Clue: Investing For Their FutureNeeds Assessment: Recent Loan Payoff

Members recently paid off a loan. Rhea identified that the members are currently re-budgeting their cash flow. In paying off their loan balances, they now have a cash surplus available to them each month. She referred the members to the RCFG Financial Advisor for financial options. Solution: Develop a strategy to effectively use the monthly cash surplus towards new investments for their future! Set up a monthly automated process with options to increase their investment portfolio, fund college education, secure adequate life insurance, etc.

THE PECHA 5 (Deanna):Deanna had a member that received an inheritance from her mother and wanted to put some of it away to pass on to her children but didn’t know what to do with it. Deanna did an excellent job of asking what the funds were for and when they might want them before determining that this member could possibly be helped by Red Canoe Financial Group.

I met with the couple, they were in their late 60’s and wanted to invest. They said they had never invested before and wanted to learn about things like stocks, bonds and mutual funds. They said their goal is to learn while at the same time hopefully growing the assets some for their children and grandchildren. This was such a fun appoint-ment, we spent quite a bit of time on some of the basics like what is the difference between a stock and a bond and what is a mutual fund and how those differed from credit union products like savings and cd’s. I gave them some ideas to think about and hadn’t even gotten back to my office before they had called in to schedule another appointment.

Rock of Stages First Quarter Celebration

Our first quarter celebration featured our top referrer for the quarter and guests of her choosing to attend a special “Guitar Hero” catered lunch in our training room. It was a great way for her to help reward some of her teammates.

Welcome to our second quarter of Rock of Stages. We remain committed to maintaining referral momentum throughout the year with the help of this campaign.

2nd Quarter Point Structure Qualified Referrals: One PointThis is your $10 Referral, where RCFG spoke to the member and contact was made.

Kept Appointments: Five PointsThis is where the member actually comes in and sits down for a meeting based on your referral.

RCFG Mentor: Five Points per monthEach Branch or Department has a mentor for RCFG. If you don’t know who it is, ask your Manager. “Chart Topper:” Ten pointsIf applicable, we’ll feature one testimonial each month chosen by David and Helen (one each). This story will be a standout referral they will choose and share how it impacted the member’s life.

BLOG Posts: One point per weekQualified postings will include a positive member experience, cue, confirming question, or question for RCFG.

Individual Award At the end of the quarter, the TOP performer will receive TWO reserved seating tickets to the July 20th Journey/Steve Miller concert at the Sleep Country Amphitheatre in Ridgefield.

Branch ChallengeCreate an album cover for your Branch/Department. Dress up and take a picture, draw it, sculpt it, whatever you choose! Come up with a title for your album and submit it to Ken, Rod and Michelle by April 28th. The top three album covers selected will be rewarded with points given to those who help create the cover.

First Place: 10 pts. each Second Place: 6 pts. each Third Place: 3 pts. each

In addition to the points you can earn with your album cover, your second quarter points will be added into your branch’s total. To make everything fair, we will average the points by the number of participants at each branch.

At the end of the quarter, we will award two branches based on average points per eligible participant.

1st Place – Green Room Riders for all active participants & catered lunch for all active participants

2nd Place – Green Room Riders for all active participants

A rider is a list of snacks that artists request to have in their “Green Rooms” prior to concerts. Win and you can create your own rider with snacks of your choosing (within reason)!

Rock of Stages Second Quarter Email Communication Samples

We had some staff members rockin’ the Red Canoe Financial Group Referrals in April. Snow Dog (Sarah Haeck) came in at the top of the charts with 27 points, and Lil’ Baby Troy and Teller About It! (Jamie Russell) each had 19 points for a two-way tie for second place. Currently, they are all recording their own CD in our competition.


In addition to referral efforts, we also have some great “Chart Topper” stories:

Chart Topper: Tina Hansen, Kelso

Linda came in to take care of some other transactions and mentioned to Tina that she had an appoint-ment later in the week with an Advisor from Morgan Stanley to set up a SEP IRA. Tina immediately thought of Red Canoe Financial Group and suggested that Linda meet with us to compare the options before making a decision. In meeting with Linda, I was able to determine that she has other financial needs besides just getting a Simplified Employee Pension (SEP) started. She needs retirement planning in general, some debt consolidation and some overall investment strategies. Congratulations to Tina for her great listening skills, it would have been easy just to go on with the transactions at hand but instead she took the extra step to assist the member in her long term planning as well.

Chart Topper: Troy Pietz, Main Branch

Troy helped a member who came in to open a savings account and to make her initial deposit. Member stated that she had a large deposit to make. The member was considering savings, money market or CD’s as options. Troy initiated further needs based discussion as to how to best help the member and asked several high impact questions before making the deposit. He mentioned RCFG and that a Finan-cial Advisor could review her overall financial needs and identify suitable investment options. A referral was made, an appointment was set and I had the opportunity to meet with the member.

Findings: Because of the referral to the RCFG I was able to complete a thorough needs assessment. The member’s husband recently passed away at a younger age and she received a life insurance benefit payout. We have established an account relationship with the member and invested the money long term with a growth strategy to support her and her family during future years. We will open an IRA account to self-fund additional retirement savings with automatic payroll deductions into the fund. We are transferring her local bank account as well, which she stated has never provided her with the great service level offered at RCCU and RCFG.

Chart Topper: Jennifer Lopez, South Hill

Jennifer helped a member who was sharing his frustration about the low rate environment and the low rate of return on his IRA account. She initiated further open ended discussion and confirming questions as to his concern, and discussed other low rates he has as well at other institutions. She confirmed his interest in reviewing available better rate options for all of his investments and educated the member that the RCFG Financial Advisor is here to assist members, review rates and investment options, and identify ways to improve the member’s overall financial needs.

Congratulations Jennifer on your first RCFG referral! Great job!


Our RCFG “Rock of Stages” numbers are in. Leading the pack, we have (L to R) My Name is Lindsay (Lindsay Forster), Snow Dog (Sarah Haeck), and Sara Jean the Hip Hop Queen (Sara Fittro). Can you guess the other two? As a reminder, the leader at the end of June wins tickets to the Journey/Steve Miller Band concert at the Amphitheatre.

Rock of Stages Email Communication Sample (Album Cover Winners)

Thanks to everyone that participated in the Rock of Stages Album Cover Contest. The top three album covers are below. Each of these covers will be featured on ERNIE and link over to the Rock of Stages page at some point in the second quarter. Please share this information with your branch. Thank you!

1st Place – ALBANY (10 points each)

2nd Place: Support Specialists 3rd Place: Main Branch


Rock of Stages is proving to have an impact on our numbers. Currently, we are on track for a 12% increase over 2013. Way to go, rock stars! Our second quarter is complete, and we have some winners.

As you may recall, the individual with the most points at the end of second quarter wins reserved seats to Journey/Steve Miller on July 20. Well….Sarah Haeck (Snow Dog) is gonna’ be rockin’ at the concert after a 70-point performance! Sara had 19 qualified referrals and 7 kept appointments this quarter. Well done, Sarah!

For our Branch Competition, Albany comes out as the grand prize winner with an average of 16.3 points per person. They win Green Room Riders and a catered lunch….fun!!!Main Branch came in at a close second place with an average of 12.5 points per person. They’ll be choosing some Green Room Riders of their own soon.

For the third quarter, our point structures, blogging, Chart Toppers, Agents, etc. all remain unchanged. However, we have a special 3-week promo coming in August that will be prove to be a lot of fun. Get ready to BATTLE with some other employees. More info will come from your Agent later this month.

Images and standings on BERT will be updated shortly. Thanks for your continued support of Rock of Stages and Red Canoe Financial Group!

Rock of Stages Second Quarter Grand Prize Winner

Sarah Haeck was our top performer during second quarter and received tickets to the Journey / Steve Miller Band concert.

It’s time for the BATTLE OF THE BANDS as we continue on our ROCK OF STAGES journey. The point structure we’ve followed in terms of qualified referrals, kept appointments, agent duties, and chart topper stories will remain intact for August. However, there is an exciting addition in store for you as we have an epic rock battle!

BATTLE OF THE BANDS August 4-August 22

TasksYou’ll be be turning in ideas on any of the following topics on ERNIE each week.: Cues, Effective Questions, Follow up Attempts and Objections.

TeamsYou’ve each been placed on a team. Check out the last page to see who may have found their way on to your band.

Weekly Prizes

At the end of each week, the team with the most weekly submissions receives “Battle of the Bands” lottery tickets. Employees must be an active participant to receive a lottery ticket.

Each week, we will give away $150 with the lottery tickets. (1) $50 Target, (2) $25 iTunes, (10) $5 Starbucks or Zojos.

Grand Prize We will award points to active participants. 1st Place Team– 10 points each2nd Place Team– 6 points each3rd Place Team – 3 points each

Updates

We’ll update regularly with highlights of submissions, team progress, etc. Have fun in your BATTLE OF THE BANDS!

THE bandsBAND ONE Allie ShawMallory RubonKaylee CodyChantel BowersSharon HaussmannDawn FosmoreDebbie St JohnHeidi DahlJames FraleyJennifer LopezRachel SparksApril GatlinBradley ScalfTammie WilsonBrendan DillonSusan HoosierNiki WoodRachel Strickland Kaylee Peterson

BAND TWO Sara FittroCristina CarrilloTroy PietzTrina StarihaMelanie TaylorTiffany NelsonAmanda EricksonCarissa SteinCeLina HartElisha JolmaKatie HadlockCassie WilliamsJanice HeinzTheresa BeisseBrittney FowardBreanna RohrSasha HennesseyRachelle Heath

BAND THREE Sarah HaeckMallory SpencerStacey WebsterChelsie DarrTina HansenBrittany HallChristian SparksJosh BrothertonLuke LindquistTina HalseyDoris BerridgeShannon PithanAmanda GilesHamilton McJunkinTJ JohnsonCyndi FranklinAsh DubraRena Mattison

BAND FOUR Charity KerstetterJamie RussellLauren GroceRebecca BoppRhea BorromeoTammie SaboAmiee BohannonAnnette BarnerCorie ReaAshley BryantShelly SharpeHarry DhanrajKris BalestraLori McKeeHeidi PolisJennie LymanLaura GarciaShauna Evans

BAND FIVE Staci LeeBob StewartDeanna PechaTenisha RollerMark RasmussenHallie MyersKaitlin MillardKatie MartinsenFreida TafoyaBrooke LolnitzKynsi CulpMarcie HottoweMeghan StumphKim GallagherJill LibbyYvonne Gover Shelby Monroe Lisa Bodily

BAND SIX Susie MathesLindsay ForsterBrian NagleNancy SmithKathy MillerJackie BrowneDuana CoalmanKaye Lynn SandersKendra MorganKayla JohnsonAshley LeePatty EicholtzSarah CollinsCindy CoonanMichelle MortensenMegan WheatleyTrish Bartose Shelby Hennessey

Rock of Stages Battle of the Bands Lottery Ticket

As you read on the previous pages, third quarter features lottery tickets we created. These tickets we designed come with actual scratch off stickers and work just like the real thing!

Rock of Stages Intranet Usage

We built a social media and Intranet tool named BERT (Building Everlasting Relationships as a Team) and utilize it for our employees to blog about their Rock of Stages experiences. It also has a page with our different “stages.” Below you’ll see the first two quarters and the stages different employees could reach with their Red Canoe Financial Group referral success.

This page is interactive, so employees can always hover over any stage with their mouse to see which of their teammates has made it to that point in the competition. As you can see, this adds a serious element of fun and employee engagement to the sales and service process. Destinations include playing at a bus stop, signing a contract, recording a CD and even entering rehab before winning a Grammy and going Platinum.

Rock of Stages The Results

Red Canoe is one of the leaders in the Credit Union industry in terms of production of their financial group, though we’ve faced a unique challenge in the past few years as one of our popular representatives left to pursue other opportunities.

The staff has really met the challenge and we now have enough referrals to merit having not one, but two representatives who now help serve our Credit Union members. Our referral totals for the past three years have been as follows:

2011 = 238 (loss of representative) 2012 = 544 2013 = 560 Even with that growth the past two years, we’re on pace to achieve a 12% increase in 2014, due in large part to this campaign. Our target number for the year is 650 qualified referrals and we’re right on pace to achieve or exceed that number.

Documents

Red Canoe Credit Union - CUNA Councils · The Sales and Service Management category is all about creating innovative approaches to create, cultivate, and sustain a successful sales