WORKING TOGETHER TO CREATE A CULTURE OF EXCELLENT SERVICE

Why Choose ServiStar?  Real World Credit Union Sales Culture Leadership Experience  Led his own credit union to the #2 ranking in the US In Member Product Penetration  15+ years consulting exclusively with credit unions  More than 250 Credit Union Clients  Recognized Leader in Credit Union Sales and Service Culture and Coaching Development  Author of the most read research project in Filene Research Institute history - "Attributes Common Among High Performing Credit Union Managers”  Author of the most read research project in Filene Research Institute history - "Attributes Common Among High Performing Credit Union Sales and Service Performers”  Author of the most read book on sales and service culture development, "Creating and Maintaining a Credit Union Sales and Service Culture"  Author of the most read book in the Credit Union Movement on Performance Coaching, "Coaching for Maximum Performance"  Lead faculty for the Credit Union School of Growth and Profitability  Unparalleled Credit Union Results  2012 NAFCU Credit Union of the Year  2011 NAFCU Credit Union of the Year  30% of the Raddon Crystal Performer Award Winners  5 of the top 5 ranked Credit Unions in Sales Skills*  5 of the top 6 ranked Credit Unions in Member Service Skills*  5 of the top 5 ranked Credit Unions in Teller Referral Skills* * As measured by the largest Mystery Shopping Service in the CU Industry

The ServiStar Member-Centric Model = Trusted Advisor Our Members 1. Frontline/ Support Sales & Service Delivery 2. Performance Management 3. Procedures and Policies 4. Developing Vision and Brand 5. Employee Selection/ Training/ Staffing 6. Strategic Research and Decisions 7. Information Technology

The Product Centric Model = Product Pushing Profit Sales TrainingSales Goals Per Unit Sales Incentives Monthly Per Unit Sales Accountability Product Promotion and Marketing Profitable Product Analysis and Development

Member-Centric Sales Process StartEndConduit Profitable ProductMSRNew AccountMember NeedMSR Profitable Relationship Product-Centric Sales Process StartEndConduit

ServiStar is Complete  Needs Assessment  Project Management via MNA Client Relations Manager  External Service Measures  Internal Service Measurement  Revision of Position Descriptions  Evaluation Development  Incentive/Recognition Development  New Member On-Boarding Program  Service Standard Development  Sales Tracking and Reporting Development  Pre-employment testing

ServiStar is Complete  New Employee Orientation  Product Knowledge Manual  Product Knowledge Assessment  Sales Training  Referral Training  Service Training  Leadership Training  Coaching Training & Development

As A ServiStar Client You Also Recieve  Unlimited consulting for 18 months.  Annual ServiStar Users Group Meeting.  A monthly project coordination call with MNA’s Client Manager to review sales and service culture timeline progress and assistance in managing the implementation every step.  Access to our monthly All Client Best Practices Call.

Our Clients Say “We thoroughly investigated both ServiStar and CUNA’s Creating Member Loyalty The primary reason for choosing ServiStar was the the feedback we received from comparing clients results and experiences with both programs. We saw that ServiStar resulted in distinctly improved execution. We felt that we did not have the time or resources to administer the program. We felt this was a huge advantage over simply certifying two of our employees to implement the program having had no, “real world” experience, or someone from the outside who had merely been certified to work with other credit unions. Mike’s unparalleled experience adds great value. Having the President of the company helping us both on and off site, throughout the project, is a significant added benefit of ServiStar.” Linda H. Weatherford Marketing/Business Development SPC Credit Union

Our Clients Say “We reviewed many programs from searches and suggestions from other credit unions. We investigated three in addition of MNA. The executive team reviewed the program offerings and what we liked most about ServiStar is the personal involvement – Mike actually working with us not rather than a “trainee.” Also, Mike is on-site at least ten days and provides unlimited off-site consulting. We didn’t want a “boxed” program. Mike’s “track record”, his personal approach and being available to us as we work through these changes and his continued support were key to our final choice.” Nancy Curtis Training Director Healthcare Associates Credit Union

Examples of Success Del Norte Credit Union Loan Penetration39%48% Checking Penetration40%51% Income per Household$55$67 Total Revenue Per Household$454$577 Revenue per Employee$136$140 Auto Loan Penetration20.3%26.1% Combined Household Balances$13,171$19,495 Services Per Household Percent Single Service Users60%50% Average Loan Balance$14,208$17,241

Examples of Success SeaComm Federal Credit Union SeaComm Cross-Sold Household Ratio95 th Percentile 2011 NAFCU Credit Union of the Year! “ServiStar was a significant reason we were able to win this award.” – Scott Wilson, CEO Named one of the top twenty-five companies to work for in the state of New York! ServiStar implemented 2007/ Net Income per Household$65$149$188 Household Profit$81$173$209

Working Together to Create a Culture of Excellent Service