May 24, 2010

This is Web-only bonus coverage from “Facilities Employees Love” in the June 2010 issue of Credit Union Management.

If you want to create a good member experience, create a good staff experience. That means ensuring a pleasurable environment for all staff—whether they work on the front lines or the back office, the headquarters or the branch.

North Shore Credit Union, based in North Vancouver, British Columbia, incorporated a “Northwest spa concept” into its branches, making the surroundings pleasant for both members and employees. Photo credit: Roger Brooks Photography

Paul Seibert, CMC, VP/financial services for CUES Supplier member EHS Design, Seattle, has seen many credit unions put their best foot forward when designing a headquarters office or a branch location, but sometimes the behind-the-scenes areas are overlooked and employees feel as though their comfort and pleasure are being ignored.

“It doesn’t take much in terms of cost to incorporate the whole branch into the design. “If you have flowers in the branch, also put them in the restrooms and break room. Use the same types of finishes in the kitchen as you do in the lobby. That way, it’s not like going from Disneyland into a dank, dark dungeon,” he suggests.

One credit union that excels at providing an inclusive branch experience is North Shore Credit Union, based in North Vancouver, British Columbia. Seibert explains that this $2.3 billion (Canadian)/40,000-member credit union has incorporated a “Northwest spa concept” into its branches, making the surroundings pleasant for both members and employees.

Fred Cook, the credit union’s chief information officer, reports that seven of the credit union’s 12 locations are “iBranch” financial spas. “We created our iBranches before the invention of the iPhone,” Cook reports, and in this case the “i” stands for intimacy.

“The public side of the branches is very attractive with wood floors, carpeting and natural lighting, and we carry that experience to the back end of the branch, with nice restrooms featuring attractive vanity bowls and nicely painted walls. The lunchrooms are a retreat for the employees, featuring two types of lighting and upscale appliances. And all of the iBranches have music. We pay attention to the total environment.”

As part of the overall staff experience, North Shore CU also provides amenities to its 300 employees, such as an exercise area and showers in its headquarters. The credit union also has a basketball hoop in the IT area and a once-a-year bocce ball charity tournament played in the hallways—all of which help to build a sense of camaraderie and fun.

Seibert sees this type of inclusive experience as being positive for employees and ultimately for members, too. “It’s important to have a sense of play and provide employees with a chance for serious fun,” he says. “Credit unions are always talking about the member experience. Very few talk about the staff experience. It’s important to consider the staff experience and how it relates culturally to the credit union and ultimately providing a better member experience.”

Diane Franklin is a free-lance writer based in Florissant, Mo.