BOUNTIFUL BLESSINGS

Many of you reading this blog have never met me.  Those that have will tell you that I’m annoyingly optimistic- so much so that I’ve been accused of being naïve when it comes to the current economic environment.  For the record, as a country and a community I know we are struggling – more than 1 in 10 are currently unemployed, our system for providing health care is dysfunctional, and our government has more to pray over both domestically and abroad than it can handle.  All that said, I also know there are plenty of things to be grateful for during this season of Thanksgiving.  My personal list is long and includes the blessings of Blackhawk Bank.

1. We are blessed with EXTRAORDINARY PEOPLE.   As a Bank, our products are similar to those of the competition, but our people are not.  Our people are committed to being subject-matter-experts in their areas, in helping you meet your financial goals and they truly CARE about your success.  It’s no accident, we hire for it!  Around here we say that we can teach you to mash any button on a computer, but we can’t teach you to care for the client.  ALL of our employees are naturally-wired to provide service and care in partnering with clients.  It’s part of our corporate DNA.
2. We are blessed to be WELL CAPITALIZED.  A solid financial foundation allows us to withstand the current economic realities and insures we will be here both today and into the future. 
3. We are blessed to be PROFITABLE.  Just like all of you, we’ve had to tighten our belts, but it hasn’t meant laying off a single employee or diminishing the service you have come to expect. 
4. We are blessed with EXTRAORDINARY CLIENTS.  Our clients are not immune to the financial realities of our communities – some are laid-off, some can’t find work, some have businesses that are no longer profitable.  Our clients, however, are smart and realistic.  They are willing to work with us to make the best decision for their unique situation.  Sometimes these decisions are very difficult and we appreciate the trust our clients have in partnering with us for a solution.

 There are more and I hope you have a personal ‘ Blackhawk Blessing’ that I missed.  

On behalf of the team at Blackhawk, we wish you and your family a very HAPPY THANKGSIVING!

 

Terri Burdick, Senior Vice President

MEDICAL PLAN STICKER SHOCK

While the cost of groceries and heating our homes has stabilized, medical costs just keep going up and up.  I’m sure that many of you are in the process of evaluating medical plan costs and options for 2010.  This year, unlike any recent year I can recall, the cost of premiums is being impacted not only by our claim experience, but by legislative decisions mandating specific coverage.  The following state mandates are new to the premium cycle for WI insurance contracts.  We have been told by our insurance industry partners that these mandates are adding from 3-4% to premiums for 2010. In addition, the rising trend for overall medical costs is anticipated to increase 10%.  Add these together and the insurance industry is expecting a cost increase in the 13%+ range.  (ugh!) 

1. Mental Health Parity – Though effective July 2009, this is the first calendar year pricing cycle that includes the impact of treating mental health care the same as any other medical condition.  In prior years many carriers limited the total number of inpatient and outpatient mental health services that were covered.  This new feature removes those limitations.
2. Autism  - Children age 18 and under being treated for one of the specified autism diagnosis is eligible for in-home therapies for up to 35 hours each week.  Additional therapies are also available for coverage.
3. Hearing Aids/Cochlear Implants  - Children needing hearing aids or are candidate’s for cochlear implants to correct conditions of hearing loss now have mandated insurance coverage for these services.
4. Expanded Child  Coverage Eligibility -  Children can now be covered on the parent’s medical plan up to age 27.  The child does not need to be a full time student, claimed as a tax dependent, living at home or unemployed.  Employed children can elect to be covered on a parent’s plan if the coverage through their employer costs more.  Depending on the coverage circumstance, the incremental cost of the dependent coverage may be taxable to the parent. Married children are ineligible.

 There are many more specifics regarding each of these mandates that you will want to explore should they be of interest to your particular situation.  For ALL of us however, there is a cost to add these features and our premiums for 2010 will be adjusted accordingly.

DRIVE UP TIPS

I’ve been working with a group to evaluate the service speed of our drive-up facilities and to make recommendations for how to make the experience even quicker for clients.  While the study is not yet complete, and we have identified some process improvements that can help, I’ve discovered a few tips that clients control that will make their time in our drive up shorter:

• HAVE YOUR TRANSACTION READY – Much time is spent in the drive-up getting a pen, filling out a deposit ticket, etc.  If your transaction is ready for processing, everyone gets served faster.
• USE THE FIRST OPEN LANE – Unless you are dealing with a lot of coins and need the drawer in the lane by the window, rest assured you will get served quickly at any of the ‘tube’ lanes.  It’s almost always faster to use any open lane than to get behind another client being served.
• DON’T SHUT OFF YOUR CAR – Our average total transaction time is between 2 – 3 minutes depending upon the day and time of your visit.  Turning off your car while you wait only extends the transaction time as you have to start the car to move ahead and/or away from the lane when complete.
• BE MINDFUL OF THE SIZE OF YOUR TRANSACTION –  Some transactions are best completed in our lobby.  If you have multiple deposits and payments, special needs for statement copies, a large coin order, a wire transfer, or any other transaction that may be unique to you, know these will take additional time.  The drive up is designed for quick transactions.  We all know what it’s like being in the “10 items or less line” at the grocery store behind the person with 25 items!  Everyone is delayed.
• MOVE FORWARD WHEN YOU ARE DONE – I know you will want to count your cash before driving away and that makes sense.  Please, however, pull your car forward so the next client can be served while you are completing whatever else is necessary before leaving the Bank.

 These are the situations that have struck me so far.  Know that your service speed is important to us and together we can create a drive-up facility experience that meets both your need and those of the client  in the car behind you!

Making Lemonade

I’m sure you’re familiar with the saying, “…when life gives you lemons, make lemonade.”   With our lemon-filled economy we should be swimming in lemonade these days!  Kidding aside, I sincerely believe there is good that can come from a bad economy.  

 I think a bad economy is a great time to:

• DIFFERENTIATE YOURSELF!  There are few of us that work in industries where our product is truly unique.  Often, our best differentiation comes from the subject-matter expertise and experience delivered by our people.  This is the perfect time for them to shine by adding value for clients using their heads and by providing an experience that includes their heart!  Our customers will remember what we did for them during tough times.
• MAKE TOUGH DECISIONS!  It’s  easy to let employees go that have terrible performance problems, but it’s much tougher to separate employees that are mostly mediocre performers with moments of disaster and moments of greatness.  It’s much easier to right-size your organization when the pressures of cost containment force your hand.  Be sure to secure the talent you will need when we come out of the recession, but trim those that aren’t consistently adding value today.
• TRAIN!  Train? You say you don’t have money to train?  With business a little slow, there is no better time to beef-up your staff’s knowledge muscle.   On-line training can be done with little investment and many regional seminars/conferences are reducing their rates to entice attendance. Be creative – maximize your training investment by sending one person to the training and having them come back and train the rest.   When things turn around, you want the best and brightest team!
• GET ORGANIZED!  It’s scary to think about what lives in my file cabinets and I know I’m not alone.  A little work day capacity does wonders for getting rid of piles of clutter, old materials/product guides, equipment that is outdated and sitting around and more!  Making sure you have what you need and getting rid of the rest is both cleansing and empowering!

 I know there are lots more ‘good’ things out there.  What good are you seeing?

Terri Burdick, SVP Administration & Operations

We’re Back

Have you missed us?  We’ve missed you!  Rick and I have been off the blogging path for the past couple of months due to various scheduling and blog hosting conflicts.  With that all behind us (WHEW!), we are back and now available directly through the Blackhawk Bank website.  So take a moment, update your bookmark, and give us a couple of days to return to providing you with content designed to help you, your money, and your business work harder and smarter.  Feel free to engage in the conversation.  The blog is designed for two-way conversation.  Your feedback and comments are part of what will make the blog even more powerful.  So add a comment, ask a question, suggest a topic, challenge a thought — it’s all fair game and we welcome your participation!

Terri Burdick, SVP Administration and Operations

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