Think-o: A Culture of Learning

Posted by Lisa Hochgraf


This morning my senior vice president, Barb Kachelski, added a new word to my lexicon: think-o.


According to Barb, a think-o is "like a typo but the totally wrong word." So if you say paradise instead of paradox, for example, that's a think-o.


I e-mailed Barb saying  I loved the new term and planned to use it--often.


When Barb e-mailed back, she changed my world. "May it foster a culture of learning!" she wrote.

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Ch-Ch-Ch-Ch-Changes: CUES Congratulates Cheney

By Lisa Hochgraf


Everyone at CUES is singing the praises of Bill Cheney this week, excited about his upcoming role as president/CEO of CUNA.


CUES and Cheney, currently president/CEO of the California/Nevada Credit Union League, go way back, and all the stories are good.


We first knew him as an up-and-coming credit union executive, who quickly stepped into the top slot at then Xerox Federal Credit Union (which has locations here in Rochester, N.Y., near this telecommuter's home office, and is now called Xceed Financial.)

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Kinda Worried About Doing Your First Web Video? We Were, Too

Posted by Lisa Hochgraf


Even from afar, this telecommuter could tell that CUES was recently abuzz with the making of its first-ever Web video.


It felt like my colleagues were saying, "Wow! We're doing our first video. We have to make it really creative. Maybe we can make it funny. Let's make sure it's just right for promoting the launch of our online challenge and our new membership offering." 


And I have to say they accomplished just what they set out to do.

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Focus on Board Productivity

By Dan Clark


In times like these, with bottom lines in trouble, I've seen many boards increase the amount of information they request. The belief seems to be, the more confusing things get, more information will help.


The case is the opposite. The more confusing things get, the more focused we need to become.

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Customer Service Philosophy: Pretend you own the Store

By Lisa Hochgraf


In my life outside of credit unions, I'm a volunteer for Mendon Public Library. And part of volunteering lately has meant keeping members of our local Chamber of Commerce up to date on what's happening with our new library building project.


At a recent Chamber event, the owner of a local store described to me his customer service philosophy. He said he tells his employees: "Don't call me. Pretend you own the store and fix the problem for the customer."

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