Powerful Processes for Today’s World
To succeed in today’s highly competitive financial industry, credit unions must take a consistent and professional approach to service quality and sales performance.
Our comprehensive program will enable credit unions to develop processes to deliver superior service to members. Through a better understanding of customer needs and by leveraging the hidden sales and service capabilities of every member of your team, your credit union can maximize future potential.
Since 2003, SaskCentral has worked with Pelmetta Performance Solutions, Inc. to develop a customized program for Canadian credit unions.
This comprehensive program involves a full cultural transformation with business development and implementation support. We work with senior and executive management to develop a clear understanding of their current and desired culture and help them integrate changes that will transform employees into trusted advisors who deliver extraordinary service.
For more information, please contact us at 1.866.403.7499, select 1 for Market Solutions.
Member-Driven Culture
Pelmetta Performance Solutions, Performance Matrix
What Credit Unions Are Saying
Member-Driven Culture
Credit unions have a reputation for exceptional service. The Pelmetta Performance Solutions, Inc. program ensures credit unions meet and exceed member expectations each and every time.
Our sales philosophy is quite simple. It’s not about quotas it’s about “Selling is Helping.” It’s about understanding your members and providing them with extraordinary service. A member that is delighted with your service is likely to do additional business with you and refer friends to you.
Our program includes:
- Environmental and organizational assessments
- Executive strategy development
- Planning and implementing culture components
- Management competency development
- Employee competency development
- Annual partnership and support
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Pelmetta Performance Solutions, Performance Matrix
Pelmetta Performance Solutions, Inc. uses a unique combination of individual, interrelated components, each of which affects the performance of your financial institution. These components have been developed into an organized, co-ordinated system, called The Performance Matrix, that’s designed to change the performance of your personnel from “order-takers” and processors to profit-oriented consultative sales people. This system is dependent on management commitment and involvement, a necessary ingredient that is critical to the success of any program.
The nine components of the Performance Matrix are organized into four core initiatives, People, Sales Management, Sales and Service Skills and Environment/Infrastructure.
Pelmetta Performance Matrix
- Redefining Roles and Responsibilities
- Sales Management
- Employees’ Service and Sales Skills Training
- Improving Selection and Placement
- Commitment
- Product Knowledge Learning and Communication
- Skills Removing Sales and Service Barriers
- Motivation, Recognition and Rewards Recognition
- Setting Goals and Measuring Performance
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What credit unions are saying about Member Focused Sales and Service
“Builds Relationships and Members Know We Care”
“We have been working with Pelmetta Performance Solutions and SaskCentral for several years now and we are very impressed with the results. The program has helped us build stronger relationships with members, work together more solidly as a team, and grow our business successfully. We have seen improvements in employee confidence and product knowledge, referral numbers, sales results, and coaching skills. Most important of all, our members have notices that we care.”
Don Shumlich
Chief Executive Officer
Weyburn Credit Union Ltd.
"Spectra Credit Union incorporated the Member Focused Sales and Service Program in 2006. Even though we have been in a sales-based environment for nearly 20 years, PELMETTA helped us re-establish a solid foundation in approaching sales and service with the member in mind. We especially enjoyed the fact that the approach is not “scripted” but rather provide a solid framework within which to work through the buying process with the member using our own language and individual communication styles. This makes the whole process more natural to the staff, and therefore has been adapted more readily. We are about to embark on Phase II and look forward to continuing to enhance our sales and service focused culture at Spectra."
Tami Scott
EVP of Marketing and HR
Spectra Credit Union
"Hudson Bay Credit Union, along with 10 other smaller Saskatchewan Credit Union, have been in the process of implementing the Pelmetta Performance Solutions sales and service program since 2007. The program caused us to assess ourselves and identify gaps and barriers preventing our organization from realizing on present and future business opportunities. It also provided us with solutions and tolls necessary to bring our credit union to the next level. Our staff’s knowledge and confidences has increased 10 fold and they are comfortable not just in fulfilling the initial need, but also in recommending solutions that fit the member. Overall, it has solidified member relationships and the journey has been a blast for all involved. The program works!"
Lucille Tetarenko
General Manager
Hudson Bay Credit Union
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