Great leaders set the example by representing the ideal team player. However the major pitfall for most managers is they still perform the tasks meant for their team. We must be willing, able and actually do the work. We must grow with our role. What is more critical, is leaders must emphasize the importance leading by example outside of this the operational tasks.

In this episode we talk about and answer these questions:

• The distinction between soft and technical skills
• Using the Deficiency Diagnosis to identify the willingness of an employee
• Catching People Doing It Right & Delegation are discriminatory
• How do I get my team to embrace a sales role?
• What are banks doing better than credit unions to get better engagement from their employees?
• Introducing our producer, Rian!

Click Here to Submit Your Questions

Links from show:

Certify your trainers in ServiStar material

Referral Sales Champion - Equip your team with the skills to improve their sales

Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Get tactical advice for credit union leaders. In this episode we answer questions from listeners where we show how to align team efforts with the organization's mission, managing minimum performance expectations vs. goals, and effective conflict resolution.

In this episode we talk about and answer these questions:

• "When delivering the why behind the change, how do I communicate the why if I do not fully understand the reason for the change?"
• "When encouraging employees to resolve conflict themselves, what do you do when the employee is too afraid to confront their teammate?"
• "How do I get my team to shift from a goal mindset to minimum expectation mindset?"
• CU or No CU - gametime where we share some of the craziest or interesting credit union names we have heard.

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Links from show:

Attend Defusing Irate Members

Attend one of our Monthly Service Excellence Workshops!

Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Gallup has recently found a drop in manager engagement from 30% to 27%. This is a troubling sign for organizations looking to improve employee engagement. Interestingly enough, Gallup says that when managers go through a management program, manager performance metrics improve 20-28%. We bring on a panel of ServiStar clients to share their insights and experiences with implementing training programs that can play a pivotal role in reversing this trend.

Guests:

Austin Kimberling - U.P. State

Melisse Robinson - HRCCU

Maria Wahl - PEFCU

In this episode we talk about and answer these questions:

• Coaching and Recognizing Excellence
• Community Service and Internal Culture
• Maintaining Momentum in Service Standards

Click Here to Submit Your Questions

Links from show:

Click Here to read Gallup's State of the Workplace 2025 Report

Sign Up For Coaching for Performance

Link To Podcast

We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.

In this episode we talk about:

• We don't teach Service Excellence because it's new. It's not new, it is who we are.
• How building your competence allows you to give extra effort in your service.
• How certified trainers use coaching for performance in every training they facilitate

Click Here to Submit Your Questions

Links from show:

Certify your trainers in ServiStar material

Attend our course on Defusing Irate Members

Attend our Monthly Service Excellence Workshops!

Subscribe to ServiStar Leadership Podcast on your favorite streaming service

We have all got crazy stories. In the moment we may not realize the joy, but taking a moment to look back at them can warm our soul and keep us going. In this episode we share memorable and funny stories from the credit union world. From stapling a torn dress to dealing with unusual customer requests, these tales highlight the amusing and touching moments that credit union employees experience. Listen and laugh and we encourage you to submit their own stories. Let's make this a platform to celebrate and learn from the everyday heroes in the credit union community.

Click Here to Submit Your Questions

We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.

In this episode we talk about:

• Our Trainer Certification Consulting Calls - Bringing your stories
• How trainers and other support positions can apply these concepts
• How all 8 elements intertwine at every moment of truth.

Click Here to Submit Your Questions

Links from show:

Certify your trainers in ServiStar material

Attend our course on Defusing Irate Members

Attend our Monthly Service Excellence Workshops!

Subscribe to ServiStar Leadership Podcast on your favorite streaming service

We all agree that trust is important, but are we all doing the work needed cultivate that connection? Gallup research begs to differ. In this episode we share concerning statistics on employee trust and engagement from Gallup, the inherent challenges faced by leaders, and practical solutions for fostering trust in the workplace.

In this episode we talk about and answer listener questions:

• The 5 Dysfunctions of a team
• "How do you get a teammate to trust you with something personal?"
• Fun and effective team building exercises

Click Here to Submit Your Questions

Links from show:

Attend Defusing Irate Members

Learn how to build trust by signing up for Emerging Leaders

Attend Vertex Leadership Development to authenticly build trust while managing operations

Build trust by increasing your emotional intelligence. Sign up for our 3-hour course here!

Subscribe to ServiStar Leadership Podcast on your favorite streaming service

When we hear a complaint it's natural to be on the defense. It feels like an attack. We bring on ServiStar Certified Trainer, Briauna Wilson a Learning and Development Specialist at RBFCU. As she was getting certified we did a deep dive on what should having a concern for complaints look like and how she will teach it.

In this episode we talk about:

• Our Trainer Certification Consulting Calls - You will get an inside look because this episode is a consulting call!
• Why complaints can be a good thing.
• What activities can you do to process this.

Submit Your Questions Here

Links from show:

Certify your trainers in ServiStar material

Attend our course on Defusing Irate Members

Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course

Subscribe to ServiStar Leadership Podcast on your favorite streaming service