How do you balance security and service?

Alert employees, visible security equipment, and regular training are the best robbery-prevention tools, credit union executives say. Such measures discourage would-be robbers from attempting heists, sending them to search for easier game elsewhere.

But how can credit unions walk the line between security and service?

Members Come First
Serving members has to come first. There are risks for every business that serves the public. We don’t have any bullet-proof doors. Fortunately, we see members much more than robbers. For now, our policies seem to be working. We don’t want to alienate members.

Julie Linch, senior vice president of member service, Toledo (Ohio) Area Community CU

Educate Members
Maybe we’ve been lucky, but the emphasis we’ve placed on safety hasn’t involved putting our tellers behind Plexiglas or bars. Hopefully, we won’t ever have to take that step. A glass cage with a microphone wouldn‘t do much for our members. If we had to do something similar for safety, we’d have educate our members about why we were doing it.

Greg Liddle, executive vice president, Dupaco Community CU, Dubuque, Iowa

Members Appreciate A Safe Environment
Members have taken to the Xpress Teller system almost completely. A few people don’t want it, but generally speaking, once they try it, they like it. They understand why we’re doing it. Members appreciate us creating a safer environment. We still provide personal service.

Mark Holmes, vice president of marketing, Eastern Financial Florida CU, Miramar

How do you balance security and service?