I enjoyed – as usual – Mike Welch's November 5th column, "Some Credit Union Myths Refuse to Die," and I have to agree 150% about the comments he made regarding the difficulty involved when trying to reach a credit union CEO by telephone at their credit union. It amazes me that we consider ourselves a service industry and then make our members furious before we talk to them. We have two ladies (older, who are retired and wanted a part-time job) that work 15 hours each per week and answer the phones. We also have a rule that after three rings whoever isn't with a member better grab it fast! It works. Sometimes we all get caught up in trying to provide the "latest and greatest" that we lose track of the basics. Basically, members just want someone to listen to them and take care of them! Sandy Lingerfelt President/CEO Clinchfield FCU Erwin, Tenn.

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