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Client Stories | Hughes Federal Credit Union

Client Story | Hughes Federal Credit Union

Client Stories

May 1, 2019 – Hughes Federal Credit Union partnered with Center for Practical Management to establish a branch manager development program to help the organization achieve targeted growth goals.

Improving branch performance, member loyalty, employee engagement

“Investing in a management coaching training program was something that we felt our organization needed,” said Robert Swick, President of Hughes Federal Credit Union. “We chose the Center for Practical Management because we wanted a program that would align with our strategic goals for training—to improve branch performance, increase member loyalty, and drive employee engagement. Center for Practical Management’s high success rate working with credit unions, including S.M.A.R.T. goal setting, coaching, accountability, and the ability to measure our success based on metrics, were also factors in our decision. 

“Maintaining a successful sales and service culture is like rolling a boulder up hill. The organization must continually push forward and stay the course to achieve success. I have been asked often what it takes to maintain a successful sales and service culture. My response would be that it is never one thing you do but everything that you do. I’m proud of the training program we’ve put in place and the success of our branch management team,” Swick concluded.

During year one, the Branch Manager Training Program introduced managers to a disciplined approach to coaching and developing employees. Monthly skill development activities were delivered via teleconference and onsite clinics, specifically focused on mastering tracking reports and individual performance critique.

A second-year renewal featured Advanced Branch Manager Training to reinforce critical manager skills of goal-setting, planning and coaching during quarterly onsite training workshops. At completion, all participating branch managers received certification from Center for Practical Management, and gratitude from CEO Robert Swick.

Hughes Federal Credit Union is headquartered in Tucson, Arizona, offers 8 full-service branches, and serves over 128,000 members.

Curriculums and training materials are available to clients, license-free in perpetuity, following contracted engagements with Center for Practical Management. Contact us for a no-obligation conversation and pricing proposal. 

Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com

Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com

Client Stories | Georgia’s Own Credit Union

Client Stories | Georgia’s Own Credit Union

Client Stories

March 1, 2018 – Georgia’s Own Credit Union partnered with Center for Practical Management to develop and deploy a performance management training program serving its 2017 strategic goals and initiatives.

Managers as Coaches, Performance Champions

Recognizing the exceptional potential for growth of its managers, Georgia’s Own Credit chose a customized Coaching Program aimed at improving the team’s knowledge, skills and ability to drive individual and team performance. Managers acquired skill development and reinforcement training through five full days training in class sizes of 18-24 managers from varying disciplines and experience.

Inclusions in the year-one engagement were Performance Coaching Workshop for Managers (onsite, classroom), Video-Taped Skill Practice Sessions for Managers (onsite, board rooms), Training Reinforcement Clinics for Managers (teleconferences).

Participant feedback; anonymously submitted

  • “How refreshing to receive training on coaching and developing my best employees, instead of always focusing on conflicts and corrections.” 
  • “We are no doubt better leaders because of you. We have come away with so many great new tools to use in our practices as leaders and coaches.
  • “I discovered fresh ideas each month for how to enhance my own coaching. The success or failure of each employee is all dependent on my engagement in the process and involvement in their development.”
  • “I loved learning from my peers during this workshop. Role playing really opens up communication and lets us hear different coaching styles.”

Renewing 2018, 2019, 2020
Georgia’s Own Credit Union continues to partner with Center for Practical Management for employee development programs including: Relationship Management Workshops for Managers and Sales Teams, and Emerging Leaders Training for participants selected in a competitive application process.

 Georgia’s Own Credit Union is headquartered in Atlanta, Georgia, offers 23 retail locations, and serves 190,000 members.

Curriculums and training materials are available to clients, license-free in perpetuity, following contracted engagements with Center for Practical Management. Contact us for a no-obligation conversation and pricing proposal. 

Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com

Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com

Client Stories | Bank of Putnam County

Client Stories | Bank of Putnam County

Client Stories

February 1, 2018 – The Bank of Putnam County has partnered with Center for Practical Management for five consecutive years of high-impact, results-generating employee development across the organization.  

A commitment to employee development at Bank of Putnam County has fostered a culture that celebrates the achievement of mastery skill level within every individual, every team, every branch location. Renowned for exceptional service in the communities they serve, Bank of Putnam County employees are committed to delivering memorable and superior service every day.

Prioritizing employee development for organization success 

“Our staff became sales oriented without ever realizing it, and we are enjoying the benefits every day,” said David Williamson, President and CEO of Bank of Putnam County. “As a result, after our initial agreement matured, we have continued to extend our relationship with Center for Practical Management.”

Bank of Putnam County has figured out that employees thrive when they feel valued, and one of the best ways to value employees is to provide continued learning and development. Now in its sixth year with Center for Practical Management, Bank of Putnam County is hosting Advanced Performance Management, Relationship Management Training, and Referral Excellence Workshops. According to President & CEO Williamson, a transition to an in-house training program is talked about every year—but it simply doesn’t make sense when our teams truly look forward to workshop days with the Center for Practical Management trainers.

More from President & CEO David Williamson “Our program was customized to our own needs and that has been accommodated every step of the way. We found their team to be very well informed, professional, experienced and easy to work with. Our front-line staff completed 15,198 referrals in 2016. Prior to engaging the Center for Practical Management staff, we had only achieved 7,440 in a calendar year. The results that we have achieved are directly attributable to the results of the sessions that they have conducted. I am confident that any organization that is fortunate enough to engage their services will greatly appreciate the impact they will have.” 

The Bank of Putnam County is headquartered in Cookeville, Tennessee, offers 14 full-service branches and two financial service centers.

Curriculums and training materials are available to clients, license-free in perpetuity, following contracted engagements with Center for Practical Management. Contact us for a no-obligation conversation and pricing proposal. 

Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com

Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com

Client Stories | Community 1st Credit Union

Client Stories

Client Stories

November 1, 2017 – Community 1st Credit Union partnered with Center for Practical Management to facilitate performance improvement and leadership effectiveness in the organization. In March 2017, the credit union was a featured client on an educational webinar with Raddon: “Turn Your Problem-Solving Call Center into a Profit-Making Contact Center”.

Contact Center Grows Loan Volume 30% YOY

 “What truly developed our staff was the consistent routine of communication in the engagement,” said Mark Estes, Contact Center Manager for Community 1st Credit Union. “This engagement was not only for development of our reps either. It was inclusive of developing our leadership skills as managers and coaches, too. I can’t say it enough. CPM’s program played a crucial role in the success we’ve experienced.” 

Estes leads a team of 11 representatives in the Member Relations Center. He takes pride in the team’s hard work, collaboration and of course, the performance results. He also acknowledges that success was a team effort. “We embraced the challenge of showing the rest of the credit union that we could not only match retail branches, but that we could beat them on a monthly basis, too.” Within two quarters of the training program, Estes’ team hit a record-setting loan month with $1.4M.

When he gets asked how they achieved these results, a question Estes gets asked often, he says the answer is simple: Learn to focus on the right stuff. “I was able to shift my attention from being a secondary lender to focusing, almost exclusively, on leading and development of my team to be the best they could be.”

“After a core conversion, our strategy was to focus on the development of more specific objectives, such as stabilizing turnover,” said Melissa Beastrom, Executive VP of Strategic Initiatives. “Center for Practical Management’s program structure and continuous-improvement methods helped us develop our managers, no matter where they were at in experience or talent. It also engaged our staff with one another which is something that I believe had a very large impact on all the teams. Everyone witnessed that they were being supported by their manager, on up to the top executive team because we wanted to be supportive of their success. We are very happy with the results. This has changed the culture of our contact center. I encourage other credit unions to look into Center for Practical Management’s development programs.” 

Community 1st Credit Union is headquartered in Ottumwa, Iowa, offers 17 retail branches, and serves nearly 60,000 members.

Curriculums and training materials are available to clients, license-free in perpetuity, following contracted engagements with Center for Practical Management. Contact us for a no-obligation conversation and pricing proposal. 

Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com

Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com