Time to check your leaky faucets!
In early 2022, my wife and I noticed a slight drip in the kitchen sink that progressively worsened. We quickly discovered that if we adjusted the lever just right, the drip would subside for a while. Right before the holidays, we had an issue with our water heater that wasn’t so livable, so we called an expert. After the plumber finished up with our hot water tank, we asked him to check our sink. In 5 minutes, he fixed the problem that had inconvenienced us for months! We had become so used to our workaround that we didn’t even realize how much time we spent in frustration trying to get the faucet handle just right (let alone double checking it all hours of the day and night) when we could have resolved the issue in just a few minutes of effort from an expert!
Sometimes, our workarounds are only efficient in our minds. They may save us time or a few dollars upfront, but do they save us anything in the long run? In my case, the answer was a resounding ‘no’.
In our professional lives, we’re trained to seek out our solutions for the ‘leaky faucets’ and typically only bring in an expert when we encounter a major problem that we can’t live with. For credit unions, the ‘water heater’ problems are typically the front office, as they live and die by the member experience. Having the right technology and interface (along with a myriad of other things) tends to be the core focus when it comes to investing in process and technology improvements.
Where are the ‘leaky faucets’ usually located? The back office. Temporary workarounds are created and then become standard practice; these workarounds are largely unknown to the broader organization, time-consuming, and surprisingly easy to correct. They add up and lead to frustrations and inefficiencies, just like my family experienced with our sink. I recently sat down with Mike Lawson of CU Broadcast and John Wyatt, CIO of Apple Federal Credit Union, to discuss the value of a back-office assessment.
You can check out a clip of that conversation here:
To see the entire segment, click here (just scroll down to the bottom of the page). I enjoyed speaking with Mike and John and encourage everyone in the credit union arena to subscribe to CU Broadcast if you haven’t already – it’s a great show, and one I’ve enjoyed for years.
So, when is the last time you checked your faucets? We’d love to hear from you – reach out to me if you have questions or want to learn more about maximizing your back-office efficiency.