Few things are more disconcerting than being left out of the loop.
You know the feelings…uncertainty, concern, dissatisfaction, annoyance, and even anger…all because somehow you were not told what was going on, despite that fact that it directly impacted you.
It’s something that happens every day…
- A restaurant gets ‘slammed’ during the lunch hour and no one bothers to tell the regular customers that service will be a bit slower today than usual, and the diners are out of the loop.
- A vendor neglects to provide regular updates regarding the work they are doing for the credit union and the staff is left to wonder when the project will actually be completed and they will be able to use their new tools, and the staff if out of the loop.
- A member applies for a loan and is told when they can expect word about the approval of the loan, then something happens and the person who made the promise is out for a few days, and the member is out of the loop.
The list could go on but the point has been made: Being out of the loop is uncomfortable and it can be very dangerous to your credit union. All most members want is to be kept up-to-date, i.e., in the loop, so that they can feel that their concern, problem, or opportunity is getting attention and effort…that progress is being made.
ACTION ADVICE: Take a good look at your internal and external communications…are the people who need and want to know about things being kept in the loop? If not, take action to change it immediately.
