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A group of Mid-Atlantic credit union leagues are ramping up the industry search for the ideal “service culture” next year by using the Ritz-Carlton Hotel chain as the model at a special CEO Summit in Florida. In the past, the annual CEO Summit was organized by the Pennsylvania Credit Union Association as a mid-winter leadership conference and over the years it began adding more area trade groups to the mix. So on Jan. 17-20, the CEO Summit will have its largest number of league participants-six-and a lead topic will be developing a “high class” system for reaching out to consumers with Ritz Carlton executives providing the input. “In our view the Ritz-Carlton model for service is top-of-the-line and those in credit union leadership positions have something to learn from them,” said a PCUA spokesman in detailing plans for the conference to be held, where else, at a Ritz-Carlton hotel on Key Biscayne. Joining in CEO Summit sponsorship are the Delaware Credit Union League, Maryland/DC Credit Union Association, New York Credit Union Association, New Jersey Credit Union League and the West Virginia Credit Union League. The key speaker from Ritz-Carlton will be Jeff Hargett, director of learning and content development. Also on the program which focuses on CU strategies for 2010 will be Chip Filson, president of Callahan & Associates. James McCormack, president/CEO of PCUA, lauded the hotel organization for its role in servicing the worldwide tourist trade, adding, “as credit union leaders we pride ourselves on providing the highest level of member services in the financial services marketplace. Thus, he said, CU leaders can gain from Ritz Carlton a way to “instill and reinforce a world-class service culture.”

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Peter Westerman

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