Mike Welch makes some very good points in his Feb. 19th column entitled "Our Credit Union Would Never Act Like This." He did a good job highlighting many of the problems I perceive exist in many credit unions throughout our industry. I am a newcomer to the credit union movement (at least in terms of leading a credit union), but I do recognize we are not meeting what I would perceive to be our full "credit union" potential. When attempting to make what I feel are necessary changes in hours, service, training, appearance, etc., I often get the response: "We can't do that" or "This can't be done that way." Of course, you know how I feel about such an answer. We hope we are making the changes which Mike refers to in his column in our credit union. In any case, I do know our staff and leaders are committed to continually improving our service to our member-owners. Kim Sharp President/CEO Greater Iowa CU Ames, Iowa