The Credit Union Leadership Podcast

Hosted by ServiStar Consulting

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178

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Oct 2026

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About the show

We serve hope to current and aspiring credit union leaders by providing solutions to your leadership challenges. If you’re a credit union leader seeking to grow your business, tune in to this podcast. ServiStar Consulting’s Mike Neill, Taylor Murray, and Scott Albrecht draw on their extensive experience of working with countless credit unions to provide valuable insights and lessons.

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November 3, 2026Episode 18417 min

Do I Trust You?

Would your team follow you through change if they didn't trust you? We often focus on communication, strategy, and performance when trying to become better leaders, but none of those things matter if our people don't trust us. When trust is missing, silence gets mistaken for buy-in, employees question our motives, and even the best ideas struggle to gain traction. Trust isn't something we earn simply by having a leadership title. It's built by getting to know our people, allowing healthy conflict, and creating an environment where employees feel comfortable speaking up. In this mini episode, Scott Anderle brings together leadership lessons from Jarrell Flanders, Mike Neill, and Scott Albrecht to explore why trust is the foundation of effective leadership and how understanding our people can help us build stronger teams. We share practical ways to create a common language, strengthen relationships, and build the trust necessary to lead meaningful change. In this episode we talk about and answer these questions: Why is trust the foundation of effective leadership and healthy teams? Is silence in your meetings really buy-in, or a sign that employees don't feel safe speaking up? How does a lack of trust create resistance to change and prevent healthy conflict? Why is getting to know your employees as people essential to earning their trust? How can vulnerability and open communication strengthen relationships between leaders and their teams? How can personality and strengths assessments create a common language that builds trust and understanding? Click Here to Submit Your Questions Links from show: 5 Voices Assessment by GiANT The 6 Types of Working Genius by Patrick Lencioni Coaching for Performance Workshop Subscribe to ServiStar Leadership Podcast on your favorite streaming service

October 27, 2026Episode 18357 min

Make Time for What Matters (Time Management) - [Winning Strategies]

What if the reason you struggle with time management is because you're actually good at it? The more effective we become, the more responsibilities, projects, and people are added to our plates. Before we know it, we're spending so much time doing the work that we have little time left to lead our teams. Great leaders understand that their job isn't to row the boat, but to steer it. In this Winning Strategies session, Scott Albrecht challenges credit union leaders to rethink how they spend their time and focus on what matters most. We explore practical ways to reclaim your time, prioritize what is important, delegate effectively, and create more opportunities to coach and develop your people. Because being busy doesn't always mean we're doing the work that matters. In this episode we talk about and answer these questions: Why do the best time managers often struggle the most with managing their time? What can the role of a coxswain teach us about leading instead of doing? How can understanding your strengths and chronotype help you work more effectively? How do you distinguish between what's urgent and what's important when everything feels like a priority? How can leaders eliminate the constant "Hey, boss" interruptions and develop more independent employees? How can delegation and the "Yes, and..." approach help you reclaim time for coaching and developing your team? Click Here to Submit Your Questions Links from show: When: The Scientific Secrets of Perfect Timing by Daniel H. Pink The One Minute Manager Meets the Monkey by Ken Blanchard, William Oncken Jr., and Hal Burrows The Boys in the Boat by Daniel James Brown Verte x Leadership Program Winning Strategies Free Webinars Subscribe to ServiStar Leadership Podcast on your favorite streaming service

October 20, 2026Episode 18224 min

Relational Sales Pt 3 - Finding Your Sales Rhythm

Ever wonder why you can remember a song from 20 years ago but struggle to remember what was said in yesterday's meeting? The way we communicate matters. Whether we are introducing a new product, rolling out a policy, or trying to get our team to embrace change, even the best ideas can fall flat if our message does not stick. Sales is everyone's job, and getting buy-in requires more than simply sharing information. In this episode, Scott Anderle and Scott Albrecht explore how rhythm, repetition, and memorable language can help leaders communicate more effectively. We break down how to make your message simple, repeatable, and memorable so you can maximize memberships, influence behavior, and turn good ideas into action. In this episode we talk about and answer these questions: Why is sales everyone's job, even in leadership, compliance, and marketing? How can rhythm, rhyming, and repetition make your message more memorable? What can nursery rhymes and advertising jingles teach us about communicating ideas? How can alliteration and simple formulas strengthen benefit statements and gain buy-in? Why is practicing your message more effective than simply winging it? How can leaders make their communication simple, repeatable, and memorable? Click Here to Submit Your Questions Links from show: Be coming a Sales Champion Em erging Leaders Vertex Leadership Program Target Leadership Winning Strategies Free Webinars Subscribe to ServiStar Leadership Podcast on your favorite streaming service

October 13, 2026Episode 18121 min

Relational Sales Pt 2 - The Power of Follow-Up

How often do we share a great idea, introduce a product, or roll out a new initiative and expect people to remember it after just one conversation? Whether we are serving members, coaching employees, or leading organizational change, one interaction is rarely enough to make something stick. Repetition is the key to learning, but without intentional follow-up, even our best ideas can be forgotten. In this episode, Scott Anderle and Scott Albrecht explore how consistent communication and a structured follow-up cadence can turn short-term learning into long-term understanding. We break down how to reinforce your message, communicate the why behind your ideas, and maximize relationships by keeping what matters front of mind. In this episode we talk about and answer these questions: Why is selling an idea just as important as selling a product? How can communicating the why help leaders gain buy-in and move ideas forward? Why is follow-up essential to making sales, training, and new ideas stick? What follow-up cadence can help reinforce learning and build long-term memory? How can consistent language across multiple touchpoints improve retention? How do we move beyond one-time conversations to build stronger member and employee relationships? Click Here to Submit Your Questions Links from show: Start with Why by Simon Sinek ServiStar Service Excellence Subscribe to ServiStar Leadership Podcast on your favorite streaming service

October 6, 2026Episode 18023 min

Relational Sales Pt 1 - How to Make Sales Sticky

Whether you are helping a member choose the right product, getting your team to embrace a new process, or convincing your board to invest in a new core system, you are selling an idea. Sales is not about pushing products. It is about maximizing relationships and helping people get the most out of their relationship with your credit union. But even the best idea will not stick if people only hear it once. In this episode, Scott Anderle and Scott Albrecht break down why repetition is key to learning and how open-ended questions can help us move beyond order taking, meet people where they are, and make our message stick. In this episode we talk about and answer these questions: Why is sales a necessary skill no matter where you sit in the organization? What does it mean to maximize relationships instead of simply selling a product? Why is repetition so important when learning a new skill or introducing a new idea? How can two simple open-ended questions make your conversations more effective? How do we move from being an order taker to becoming a financial coach and solution finder? What does “every member, every time, where they are at” look like in practice? Click Here to Submit Your Questions Links from show: Becoming a Sales Champion Subscribe to ServiStar Leadership Podcast on your favorite streaming service

September 29, 2026Episode 17948 min

The Culture Advantage (Leading Like Lasso) - [Winning Strategies]

Every organization develops cracks. People change, expectations shift, new technology is introduced, and the pressure to perform never goes away. The question is whether we keep patching the cracks or strengthen the foundation underneath them. Building a healthy culture requires leaders to continually come back to who we are, what we stand for, and what we expect from our people. In this Winning Strategies session, Scott Anderle breaks down the difference between a smart organization and a healthy organization and shows why credit unions need both. Using lessons from Ted Lasso, Scott provides a practical framework to establish clear standards, communicate them consistently, equip people to succeed, and reinforce the behaviors that turn your mission into your culture. In this episode we talk about and answer these questions: What does it mean to “underpin” your culture instead of simply patching the cracks? What is the difference between a smart organization and a healthy organization? How do cohesion, clarity, communication, and reinforcement strengthen your culture? Why is establishing clear standards only the first step in creating consistent behaviors? How can leaders train, coach, and catch people doing it right to reinforce the culture they want? When should leaders redirect behavior, and when is it time to enforce the standard? Click Here to Submit Your Questions Links from show: Six Steps to Build the Culture Advantage PDF Watch Part 1 – Service is the Price of Entry Winning Strategies webinars Coaching for Performance Becoming a Sales Champion Death by Meeting by Patrick Lencioni Atomic Habits by James Clear How to Win Friends and Influence People by Dale Carnegie ServiStar impact stories ServiStar case study Book a call Subscribe to ServiStar Leadership Podcast on your favorite streaming service

September 22, 2026Episode 17824 min

The Real Reason Your Team Drives You Crazy

Is your team driving you crazy, or do they simply not know what you expect? We get frustrated when employees do not take initiative, deliver inconsistent service, or fail to live out the culture we want. But before we blame the team, we have to look at the expectations we have created as leaders. In this episode, Scott Anderle brings together leadership lessons from Scott Albrecht, Jarrell Flanders, and Mike Neill to show how clear, realistic expectations can take leaders from frustrated to focused. We break down how to define the behaviors that matter, catch people doing them right, redirect when they fall short, and build service standards that turn culture from something we talk about into something our teams actually live out. In this episode we talk about and answer these questions: Is your team the problem, or have you failed to set clear expectations? What three leadership actions can take you from frustrated to focused? How do you set high expectations without creating unrealistic standards for your team? Why can expecting employees to make the same sacrifices as their leaders hurt trust and culture? How can behavioral service standards create a more consistent member and employee experience? What happens after expectations are set, and how do leaders measure, recognize, redirect, and hold people accountable? Click Here to Submit Your Questions Links from show: Emerging Leaders Vertex Leadership Program Target Leadership Go from Frustrated to Focused and sign up for our next free monthly Winning Strategies Webinar Take the "How Strong is Your Culture?" Quiz to learn the next focused step you need to take Good to Great by Jim Collins Subscribe to ServiStar Leadership Podcast on your favorite streaming service

September 15, 2026Episode 1771 hr 6 min

Automate Your Strategic Thinking

We ask leaders to think strategically, but how often do we actually teach them how? Strategic thinking is one of the most valuable skills a leader can develop, especially when time, people, and resources are limited. The challenge is that many leaders confuse strategic thinking with strategic planning. Strategy is not an annual retreat or another list of things to do. It is the ability to continually generate insights, focus the resources you already have, and execute on what matters most. In this Winning Strategies session, Scott Anderle breaks down the Strategic Thinking Flywheel and gives leaders a practical process to connect what they do with why it matters, measure progress, and turn insight into action. In this episode we talk about and answer these questions: What is the difference between strategic thinking and strategic planning? How can leaders generate better insights instead of reacting to the most obvious problem? How do you focus limited resources on the people and opportunities that create the greatest impact? What is the Strategic Thinking Flywheel and how can leaders use it consistently? How can a clear department purpose help prevent organizational A.D.D.? Why do strategic masters embrace calculated risk and become masters of the second idea? Click Here to Submit Your Questions Links from show: Winning Strategies sessions Vertex Leadership Program Subscribe to ServiStar Leadership Podcast on your favorite streaming service

September 8, 2026Episode 17620 min

You Don’t Deliver the Experience

We spend a lot of time talking about creating great member and employee experiences. But what if experience is not something we actually deliver? In this episode, Scott Anderle and Scott Albrecht challenge that idea by exploring how people construct their own experience based on the moments of truth around them. Leaders cannot control perception, buy-in, or how someone feels about every interaction. What leaders can control is consistency. Consistency in behaviors, training, expectations, mission, and execution. From Disney to Unreasonable Hospitality to credit union collections, this episode looks at how small, repeatable behaviors create the environment where positive experiences are far more likely to happen. In this episode we talk about and answer these questions: What does it mean to say that experience is constructed rather than delivered? How do small moments of truth shape a member’s overall perception of your credit union? Why is consistency more important than trying to manufacture a memorable experience? What can credit union leaders learn from Disney and Unreasonable Hospitality? Why should managers coach behaviors instead of trying to force employee buy-in? How can clear expectations, mission, and accountability create better member and employee experiences? Click Here to Submit Your Questions Links from show: Helio Cabral’s article, “Disney Doesn’t Deliver Experiences” The Tipping Point by Malcolm Gladwell Unreasonable Hospitality by Will Guidara ServiStar Service Excellence ServiStar Coaching for Performance Winning Strategies webinars Emerging Leaders Program Subscribe to the ServiStar Leadership Podcast on your favorite streaming service

September 1, 2026Episode 17533 min

The Engagement Crisis - What Leaders Can Do About It

Employee engagement is falling, and leaders are feeling the impact. When managers experience burnout, that stress can quickly ripple through the team and create an environment where disengagement becomes the norm. At the same time, AI, remote work, and changing workplace expectations are reshaping how people communicate and connect. So how do leaders create a culture where people feel emotionally safe, understand what is expected of them, and are equipped to succeed? In this episode, we look at the difference between disengaged employees and those who actively damage team culture, and why leaders cannot afford to ignore either. The answer starts with mission-driven leadership, clear expectations, the right tools and training, recognition of desired behaviors, redirection when performance falls short, and accountability when it matters. In this episode we talk about and answer these questions: What is causing employee and manager engagement to decline? How is AI changing productivity, communication, and the way we work? How are remote and hybrid work environments affecting connection and emotional safety? What is the difference between an engaged employee, a disengaged employee, and an actively disengaged “poo flinger”? How can leaders address behaviors that damage team culture without losing their high performers? How do clear service standards, expectations, coaching, and accountability create a healthier team culture? Click Here to Submit Your Questions Links from show: Sign Up For Coaching for Performance Jim Collins' Good To Great Simon Sinek's Start With Why Subscribe to the ServiStar Leadership Podcast on your favorite streaming service