Why People Want to Work at Midwest United Credit Union: An Interview with Cindy Clawson

Cindy Clawson
November 8, 2004

In August 2004 Midwest United Credit Union in Blue Springs, Missouri, was named one of the “Best Places to Work in Kansas City” by the Kansas City Business Journal. Employees were polled on corporate culture, work environment, personal growth opportunities, management style, and the company’s willingness to embrace new ideas and change.

Cindy Clawson, vice president of administration for Midwest United Credit Union, was asked about her credit union’s HR policies that have created such a positive working environment.

Q: What do you think was a key factor in winning this award?

A: Communication. We try to instill open communication from top to bottom using e-mail, staff meetings, and MBWA (management by walking around). Our CEO goes out nearly every week to each branch and talks to our employees about what's going on, not only at work, but in their personal lives as well. We update our staff on credit union goals and objectives at least every quarter.

We conduct an annual employee satisfaction survey. We share the results with the staff and strive to improve in any areas of concern. We began doing the survey two years ago, and our survey partner has informed us that ours are some of the highest results they have seen. Last year, we asked the staff, "What things are we doing to retain you?" The results were overwhelming and included the benefits, family environment, good co-workers, positive environment, management support, fair pay, advancement opportunities, and flexibility.

We also conduct bi-monthly Internal Service surveys that allow the staff to provide positive feedback or constructive criticism on the service we provide to each other. This was implemented earlier in the year, so we haven't been able to identify if it is a good resource or not. In addition, we survey our members using the Quality Loop surveys. Once a month, we send short questionnaires to a randomly selected group of people who have conducted a transaction with the credit union in that past month. Respondents are asked to provide numerical rankings of their experiences. We typically receive a 25-30% response rate and our scores are averaging 6.54 on a scale of 7. Employees receive a handwritten note from our CEO and a $10 gift certificate for individual scores of 6.5 or above. This not only fosters high quality service with our members, but the staff receives a nice thank you for a job well done.

Q: How frequently do you do employee reviews?

A: We recently changed our review dates for staff from anniversary date to March 1 of each year. This allows us to stay goal-focused. We use the Performease performance review system that supports quarterly reviews, or "chats," as I like to call them. The staff always knows where they stand by conducting the quarterly chats, which in turn fosters open communication and no surprises at the annual review.

Q: What are some of the things you do to make the work environment more enjoyable?

A: We value our family culture and really are there for each other in times of need. I think we are very flexible and understanding to the personal issues that go on in each and everyone's lives. We understand that they have lives outside of work and we try to accommodate the family needs—it truly is a work/life balance. We started the FISH! philosophies four years ago and we still live them today. Our belief is if you can't have fun at work, it's not worth going! Each department comes up with their own way of living the FISH! philosophies, but we do encourage "Being There," "Play," "Make Their Day," and "Choose Your Attitude" in all we do. We encourage our managers/supervisors to reward and recognize their staff for going the extra mile. It may be a verbal "thank you" or a handwritten note or card. It could be movie tickets, gift certificates, an extra day off, etc. Each employee fills out a "My Favorite Things" list when they are hired, which includes their favorite snack, music, restaurant, clothing store, and approximately 15 other items. This is a tool that the managers use to recognize employees on a personal level.

Each year, we have our annual Employee Recognition Dinner where nearly 100% of our staff attend. This is a time where employees are recognized for tenure and different achievements throughout the year. Typically, a bonus or gift is given to the staff, which is based on the overall credit union goals from the previous year. We believe in giving back to our staff, not only by saying thanks, but sharing in the monetary achievements.

We also partner with Ford Motor Company, Claycomo Plant, to support Juvenile Diabetes. Our staff has really embraced this cause and we raised almost $9000 this year. That is over $100 per employee, which is outstanding for an organization of our size.

Q: What about compensation?

A: We are committed to providing above-market benefits and review our salary ranges annually. Annual benefit and compensation statements were implemented two years ago to illustrate how the cost of their benefits related to their overall compensation. We continue to average approximately 31% in benefits. In order to aid in keeping health care costs down, we partnered with a local health care organization (St. Luke's Health System) to provide individual health assessments this year. The health assessment included an on-line health survey along with an on-site cholesterol and blood pressure screening. Each employee who participated received an individual health assessment mailed to his/her home. We are currently reviewing the possibility of offering voluntary benefits such as cancer insurance, pet insurance, etc.

Q: Change can create a lot of stress for employees. How do you deal with change?

A. We embrace change and new technology and aren't afraid to abandon the old way of doing things. During 2005 we will be experiencing an inordinate amount of change. A data processing conversion, entering the in-store branch arena in a Wal-Mart store, and adding on to our main branch/administrative facility. To that end, we are bringing in a certified trainer from the "Who Moved My Cheese?" organization to conduct an all-day training session on change and change management.

Contact Cindy Clawson at 816-228-1800 ext. 3304 or cclawson@mucu.com.