By Brad Roteman
On Valentines Day of this year, I visited the main branch of Healthcare Systems Federal Credit Union (HSFCU) for the final time as a fulltime employee. It had been exactly nine years to the day since I had come to work there as an instrument of change.
The credit union leadership had realized that it could no longer afford to be a transactional-based institution. In order to survive and maintain relevance to its membership and the hospitals with which it partnered, it had to become firmly based as a service and sales culture organization.
Before I left the office that final morning, the team I worked with presented me with a pocket watch with the following inscriptions, “In short there’s simply not a more congenial spot for happily ever-aftering than here in Camelot.” On the other side, “Thank you for building Camelot. Love, your kids.”
How we accomplished that transformation and the significance of those quotations to that process is a story I want to share with as many people as I can find who are willing to listen. I believe there are lessons in that story for all credit union leaders. I hope you will listen.