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.

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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. 

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Learn More About the Target Leadership Course 
Sign up for the Emerging Leaders program – learn 6 steps to successfully manage former peers 

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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. 

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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? 

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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.

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Learn More About the Target Leadership Course

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

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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) 

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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.

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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) 

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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.

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Certify your trainers in ServiStar material 

Referral Sales Champion - Equip your team with the skills to improve their sales

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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. 

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Attend Defusing Irate Members

Attend one of our Monthly Service Excellence Workshops!

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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. 

Guests:

Austin Kimberling - U.P. State

Melisse Robinson - HRCCU

Maria Wahl - PEFCU

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Click Here to read Gallup's State of the Workplace 2025 Report

Sign Up For Coaching for Performance

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