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Before you begin
Take a moment to think about your last five member conversations. How many involved a member sharing something happening in their life — not just completing a transaction?
Key idea
People don't come looking for . They come because is happening.
The Five Financial Life Moments
Write one or two examples of each life moment you've experienced with members, and the possible financial needs that come with it.
Buying
New homes, vehicles, big purchases.
Moving
Relocation, new city, new chapter.
Growing
Marriage, kids, education, career.
Recovering
Loss, medical, job change, setback.
Planning
Retirement, legacy, long-term goals.
Listen for the life moment
Write down phrases members might say that signal one of these moments.
Fill in the blanks
People rarely wake up thinking, “I need a .”
They wake up thinking, “.”
Our role is not simply to process .
Our role is to recognize .
The best financial conversations begin with instead of assumptions.
Conversation starters
Check the questions you could naturally use during a member conversation.
Think about this
Instead of immediately talking about rates, what questions could you ask first?
What opportunities might exist?
What questions would you ask?
Reflection
This week's challenge
People don't come to the credit union looking for products. They come looking for help.
When we understand what is happening in someone's life, the right financial solution becomes much easier to find.