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June 19, 2019 The Workers Fundamentals Joshua Williams

Kayla Makes a Connection

#21 Listen Generously

Listening is more than simply “not speaking.” At Workers we give members and non-members our undivided attention. Our goal is to be present and engaged in every interaction. We are here to listen and understand each need presented to us on a daily basis. In this story, you’ll read about how Kayla’s thoughtfulness and experience allowed her to sit back and help the member by listening to their needs.

For more information on the 30 fundamentals that drive the day-to-day practices of our employees, read about The Workers Fundamentals.

Employee: Kayla, Asst Branch Manager
Nominated by: Karen, Branch Operations Coordinator

A short while ago at one of our morning jump-start meetings before the branch opened, Kayla shared a story with us about one of her non-business-member interactions. She let us know that she really just asked a few questions to see how they would be using their account(s) and then just “Listened Generously” as to what their needs were. She made a great connection answering their questions when needed “Educating the Member” and “Investing in Relationships”. After speaking with them about their business needs, she went on to ask them about their personal goals and they discussed everything from FICO Scores to saving for a house in a few years’ time. This non-business-member stated how his own institution had never spent this much time with him on anything. Kayla took her time and did such a nice job listening to this non-members need to find a way to “Do what’s Right for the Member”. Thank you Kayla for also “Leading by Example” and “Thinking and Acting Like an Owner.”