Leadership is not about being liked. It is about being trusted. In this episode, we introduce ServiStar’s new VP of Sales and Business Development, Jarrell Flanders, and explore the mindset behind his “11 Rules to Lead with Heart.” Drawing from years in both banking and credit unions, Jarrell shares real stories that bring leadership lessons to life—from building trust before coaching, to being kind instead of just nice, to balancing excellence with momentum. Scott and Jarrell unpack practical ServiStar tools that help leaders communicate clearly, coach effectively, and build teams rooted in accountability and care. Whether you are leading a sales team or growing into a new management role, this episode helps you connect the heart and habits that drive results.  In this episode we talk about and answer these questions: • How to deliver hard truth with care using “be kind, not nice” as a leadership rule • Why trust is the foundation that makes coaching effective • How to build credibility quickly with a new team through small promises kept • What “good enough to move on” means and how it speeds up excellence • How communication redundancy creates clarity and accountability • The habits and systems that make kindness a measurable leadership skill  Click Here to Submit Your Questions  Links from show: Join ServiStar’s Emerging Leaders program – practical coaching and accountability tools for new managers Learn more about ServiStar’s Vertex leadership training Subscribe to ServiStar Leadership Podcast on your favorite streaming service 

What can we learn from a Luminaries-recognized leader? In this episode, we sit down with Ann Ditlow, finance and analytics manager at 4Front Credit Union and nominee for the Credit Union Times Luminaries Award. Ann’s journey from molecular lab technician to Credit Union leader is a masterclass in curiosity, systems thinking, and service-centered leadership. She shares how ServiStar’s Vertex training equipped her to manage change, build cooperation, and turn chaos into consistency. Whether you are navigating team transitions, leading through uncertainty, or looking to strengthen your systems and results, Ann’s lessons offer practical steps you can apply this week to create a culture of clarity, purpose, and resilience. In this episode we talk about and answer these questions:• What it feels like to be recognized as a Luminaries nominee and what habits led there• How ServiStar’s Vertex training shaped Ann’s leadership approach• How to spot organizational “drift” and bring teams back into alignment• What practical systems and tools reduce disorder instead of adding noise• How to use cooperation and purpose to sustain energy through change• A simple “entropy buster” every leader can implement in one hour Click Here to Submit Your Questions  Links from show:Enroll in ServiStar’s Emerging Leaders program – practical coaching and delegation tools for new managersLearn more about ServiStar’s Vertex leadership trainingSubscribe to ServiStar Leadership Podcast on your favorite streaming service

Stepping into leadership is exciting, but when you are promoted to manage people who were once your peers, the transition can feel awkward and overwhelming. Most managers are not formally trained for this critical moment, yet how you handle it sets the tone for your entire leadership journey. In this episode, Scott Anderle and Scott Albrecht unpack the real challenges new leaders face when managing former peers. They share practical tools, honest truths, and a clear playbook for building trust, setting expectations, and leading with confidence. If you have ever worried about losing friendships, being taken seriously, or proving that you are doing “real work” as a manager, this episode gives you the reset you need to lead effectively.  In this episode we talk about and answer these questions: • What makes managing former peers one of the hardest challenges in leadership • How to reset relationships without losing trust or respect • Why contextual friendships matter and how to expand inclusion on your team • How to respond when people assume you are not doing “real work” anymore • What practical steps you can take this week to earn credibility and results • How the Emerging Leaders program equips new managers to succeed  Click Here to Submit Your Questions    Links from show: Learn More About the Target Leadership Course Sign up for the Emerging Leaders program – learn 6 steps to successfully manage former peers  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Sales in credit unions is not about pushing products. It is about building trust, solving problems, and improving members’ financial well-being. In this episode, Scott Anderle and Scott Albrecht sit down with Jheniffer Alphonse from Publix Employees Federal Credit Union and Tori Linville from FiCare Federal Credit Union to explore how sales can be transformed from a dreaded task into a mission-driven service. Through personal stories and lessons learned, they show how curiosity, coaching, and cultural alignment turn sales into a natural extension of member service. Whether you are overcoming reluctance, refining your team’s skills, or looking to create a culture where every conversation counts, this episode delivers practical steps you can apply right away.  In this episode we talk about and answer these questions: • What mindset shift turns sales from pressure to service • How curiosity and active listening open the door to deeper member relationships • How to address sales reluctance and fear of rejection • What role coaching and effective confrontation play in sales success • How ServiStar training impacts culture and confidence in sales conversations • Why a “heart of a teacher” mindset leads to better member outcomes  Click Here to Submit Your Questions    Links from show: Learn More About the Target Leadership Course Click here to sign up for Becoming A Sales Champion Course Subscribe to ServiStar Leadership Podcast on your favorite streaming service 

Complacency is the quiet killer of progress—and too many credit unions unknowingly fall into its trap. In this episode, Scott and Scott break down how to reignite energy and engagement by building what they call “cultural bonfires.” Drawing from insights in Raving Fans and Unreasonable Hospitality, they unpack how exceptional leaders build cultures that last. Whether you’re onboarding a new team member, leveling up as a leader, or navigating service burnout, this episode offers practical steps to maintain momentum and fuel your organization’s growth. The challenge is simple: are you building a culture worth staying for?  In this episode we talk about and answer these questions: • How do you fight complacency and keep your team engaged? • What is a cultural bonfire, and how do you start one? • Why do preparation and reading habits matter for leadership growth? • How can shared experiences during onboarding protect your culture? • What practical tools can leaders use to stay sharp and avoid burnout? • How do books like Raving Fans and Unreasonable Hospitality translate to daily leadership?  Click Here to Submit Your Questions    Links from show: Raving Fans – Ken Blanchard Unreasonable Hospitality – Will Guidara Learn More About the Target Leadership Course Subscribe to ServiStar Leadership Podcast on your favorite streaming service 

Succession planning isn’t just a boardroom checkbox—it’s a strategic safeguard for your credit union’s future. In this episode, Scott Anderle is joined by a panel of industry leaders and Target Leadership graduates including: Peter Tyson, Sarah Thompson, John Ragsdale, and David Baldwin. They break down how intentional leadership development creates real, sustainable solutions to one of the credit union movement’s most urgent challenges. With credit union consolidations on the rise and retirements looming, we dive into what it takes to build leadership bench strength that’s ready when it counts. Learn how Target Leadership helps leaders understand themselves, their teams, and their next role. This conversation is packed with practical takeaways, real-life impact, and timely reminders that succession planning is not optional—it’s mission critical. In this episode we talk about and answer these questions:• What makes the NCUA’s new succession planning rule such a game-changer?• How can small and mid-size credit unions tackle leadership gaps with limited resources?• Why was Target Leadership created—and what problem does it actually solve?• What’s the role of leadership voice, triggers, and EQ in preparing for succession?• What are practical ways leaders can track growth and readiness on their teams?• How did Target Leadership graduates apply their training in real-life situations? Click Here to Submit Your Questions Links from show:Read NCUA’s Succession Planning Final RuleDownload NCUA’s Succession Planning Template for Small Credit UnionsFuture-Proof Your Credit Union – CU InsightClick here to sign up for the New Employee Bundle (Sales, Service and History) Learn More About the Target Leadership Course Subscribe to ServiStar Leadership Podcast on your favorite streaming service

How do we minimize the risks of mergers? Most leaders do not want to leave their legacy to be swallowed by another organization. While the leaders of tomorrow want opportunity, not mergers that eat up potential leadership positions. Our members want the best resources and service. More than ever our movement is starving for succession planning. How do we equip the next generation of our movement   In this episode we talk about and answer these questions: The Cost of Poor Succession Planning How would you know if a task is not something that should be delegated? When leading change, How would you approach an employee who is in a fixed mindset to embrace a growth mindset? When setting a SMART goal. What do you do when you do not have the tools to measure the goal? What to do next in regards to the NCUA's Succession Planning Final Rule   Click Here to Submit Your Questions   Links from show: Read NCUA's Succession Planning Final Rule Download NCUA's Succession Planning Template for Small Credit Unions  Click here to sign up for the New Employee Bundle (Sales, Service and History)  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

What do followers want? Anderle and Albrecht dissect Gallup's, Global Leadership Report, and explain how we can use this as credit union leaders. This episode offers tangible advice for leaders looking to invest in their team and culture.   In this episode we talk about and answer these questions: The 4 Needs of Followers When asking the employee to provide a solution, when would there be a situation where I would provide a solution? How to create a department core purpose statement When delivering the why behind a change, How do I communicate the why when I do not fully understand the why myself?   Click Here to Submit Your Questions   Links from show: Gallup's 2025 Global Leadership Report: What Followers Want Certify your trainers in ServiStar material  Click here to sign up for the New Employee Bundle (Sales, Service and History)  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Great leaders set the example by representing the ideal team player. However the major pitfall for most managers is they still perform the tasks meant for their team. We must be willing, able and actually do the work. We must grow with our role. What is more critical, is leaders must emphasize the importance leading by example outside of this the operational tasks.   In this episode we talk about and answer these questions: The distinction between soft and technical skills Using the Deficiency Diagnosis to identify the willingness of an employee Catching People Doing It Right & Delegation are discriminatory How do I get my team to embrace a sales role? What are banks doing better than credit unions to get better engagement from their employees? Introducing our producer, Rian!     Click Here to Submit Your Questions     Links from show:   Certify your trainers in ServiStar material    Referral Sales Champion - Equip your team with the skills to improve their sales   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Get tactical advice for credit union leaders. In this episode we answer questions from listeners where we show how to align team efforts with the organization's mission, managing minimum performance expectations vs. goals, and effective conflict resolution.  In this episode we talk about and answer these questions: "When delivering the why behind the change, how do I communicate the why if I do not fully understand the reason for the change?" "When encouraging employees to resolve conflict themselves, what do you do when the employee is too afraid to confront their teammate?" "How do I get my team to shift from a goal mindset to minimum expectation mindset?" CU or No CU - gametime where we share some of the craziest or interesting credit union names we have heard.    Click Here to Submit Your Questions   Links from show: Attend Defusing Irate Members Attend one of our Monthly Service Excellence Workshops! Subscribe to ServiStar Leadership Podcast on your favorite streaming service

Gallup has recently found a drop in manager engagement from 30% to 27%. This is a troubling sign for organizations looking to improve employee engagement. Interestingly enough, Gallup says that when managers go through a management program, manager performance metrics improve 20-28%. We bring on a panel of ServiStar clients to share their insights and experiences with implementing training programs that can play a pivotal role in reversing this trend In this episode we talk about and answer these questions:  Coaching and Recognizing Excellence Community Service and Internal Culture Maintaining Momentum in Service Standards Click Here to Submit Your Questions Links from show: Click Here to read Gallup's State of the Workplace 2025 Report Sign Up For Coaching for Performance Link To Podcast

We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.     In this episode we talk about: We don't teach Service Excellence because it's new. It's not new, it is who we are.  How building your competence allows you to give extra effort in your service. How certified trainers use coaching for performance in every training they facilitate Click Here to Submit Your Questions     Links from show: Certify your trainers in ServiStar material    Attend our course on Defusing Irate Members   Attend our Monthly Service Excellence Workshops!   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

We have all got crazy stories. In the moment we may not realize the joy, but taking a moment to look back at them can warm our soul and keep us going. In this episode we share memorable and funny stories from the credit union world. From stapling a torn dress to dealing with unusual customer requests, these tales highlight the amusing and touching moments that credit union employees experience. Listen and laugh and we encourage you to submit their own stories. Let's make this a platform to celebrate and learn from the everyday heroes in the credit union community.     Click Here to Submit Your Questions

We continue sharing our deep dive call with Briauna Wilson. This is an inside look of how we prepare trainers to develop how they will teach this material. This episode is going over ServiStar's Service Excellence workshop and focuses on the elements of Follow Through and Competence.     In this episode we talk about: Our Trainer Certification Consulting Calls - Bringing your stories How trainers and other support positions can apply these concepts How all 8 elements intertwine at every moment of truth.    Click Here to Submit Your Questions     Links from show: Certify your trainers in ServiStar material    Attend our course on Defusing Irate Members   Attend our Monthly Service Excellence Workshops!   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

We all agree that trust is important, but are we all doing the work needed cultivate that connection? Gallup research begs to differ. In this episode we share concerning statistics on employee trust and engagement from Gallup, the inherent challenges faced by leaders, and practical solutions for fostering trust in the workplace.  In this episode we talk about and answer listener questions: The 5 Dysfunctions of a team "How do you get a teammate to trust you with something personal?" Fun and effective team building exercises   Click Here to Submit Your Questions   Links from show: Attend Defusing Irate Members   Learn how to build trust by signing up for Emerging Leaders    Attend Vertex Leadership Development to authenticly build trust while managing operations   Build trust by increasing your emotional intelligence. Sign up for our 3-hour course here!   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

When we hear a complaint it's natural to be on the defense. It feels like an attack. We bring on ServiStar Certified Trainer, Briauna Wilson a Learning and Development Specialist at RBFCU. As she was getting certified we did a deep dive on what should having a concern for complaints look like and how she will teach it.  In this episode we talk about: Our Trainer Certification Consulting Calls - You will get an inside look because this episode is a consulting call! Why complaints can be a good thing. What activities can you do to process this.   Submit Your Questions Here   Links from show: Certify your trainers in ServiStar material  Attend our course on Defusing Irate Members Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course Subscribe to ServiStar Leadership Podcast on your favorite streaming service    

Have you been frozen when you needed to make a quick decision? Do you wish someone would tell you what to do so you can keep the momentum going? We tend to promote rockstar employees into management positions without equipping them with the leadership skills needed. In this episode we explore strategies to help leaders confidently make decisions in a timely manner.   In this episode we talk about: Diagnose the decision Determine when to make the decision Diagram the decision   Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com     Links from show:   Certify your trainers in ServiStar material    Attend our course on Defussing Irate Members   Learn to confidently make decisions. Attend our online Vertex Nationwide Leadership Development course   Subscribe to ServiStar Leadership Podcast on your favorite streaming service

In this episode of the Credit Union Leadership Podcast, we bring on Peter Tyson to delve into the significance of using the GiANT Leadership Voices to develop effective leaders within the credit union industry. GiANT Voices are a key aspect of multiple ServiStar courses, including Target Leadership, Emerging Leaders, and Emotional Intelligence workshops.   In this episode we talk about: Harnessing the power of different GiANT voices to improve team dynamics and strategic decision-making GiANT Voices benefit both leaders but also team members looking to enhance workplace interactions. Which voice should speak first in your team?   Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com     Links from show: Discover your primary GiANT Voice - take the free assessment    Learn how to use your voice as a current or aspiring VP or C-level leader. Click here for more info on Target Leadership   Use your GiANT voice to improve your service skills as a individual contributor or leader. Click here for info on Emotional Intelligence course.   Aspiring and emerging leaders, find your leadership brand through your GiANT Voice. Click here for more info on our Emerging Leaders course.   Subscribe to ServiStar Leadership Podcast on your favorite streaming service  

Mastering Strategic Thinking and Leadership in Credit Unions. In this episode of the Credit Union Leadership Podcast, Scott & Scott dive into the essence of strategic thinking versus strategic planning. They explore the concept of the 'strategic flywheel,' which emphasizes living out core purposes through daily behaviors rather than just focusing on outcomes. The episode also includes practical advice for leaders, answers audience questions about metrics and behaviors, and features a fun game distinguishing between strategic thinking and planning.    In this episode we cover: The Strategic Flywheel. A gameshow to distinguish daily strategic thinking and planning.   Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com     Links from show:   Develop your strategic thinking skills as a manager. Click here to sign up for our Vertex Leadership program.     Current and aspiring VP's and C-level leaders. Practically integrate strategic thinking in our Target Leadership program.   Subscribe to ServiStar Leadership Podcast on your favorite streaming service  

Do you wish your team cared about their work as much as you? Most leaders get focused on managing the operations that they forget to lead their team. In this episode of the Credit Union Leadership Podcast, hosts Scott and Scott explore the crucial elements of effective leadership - focusing on the importance of purpose and why leaders must deeply believe in their mission to inspire their teams genuinely.   In this episode we answer listener questions: "How do I sound authentic when pointing my team towards the mission?" "I'm working with my team, what should we do first, a SWOT Analysis or a Purpose Statement?" "I did a meeting to have team know each other on human level. It worked really well. But next meeting everyone was stressed again. What happened?"    Submit Your Questions Here: Easily submit your question by recording audio on speakpipe! OR Email your question to Scott.Anderle@ServiStarConsulting.com     Links from show:   Interested in preparing your future leaders? Click here to sign up for Emerging Leaders    Click here to look into our Emotional Intelligence course   Subscribe to ServiStar Leadership Podcast on your favorite streaming service