ENVOY MORTGAGE Blog

March 9th, 2010 1:45 PM

I’ve been sitting in my office pondering the back of our “Corporate Identity” card, the one with our name/logo on the front, and our mission, vision, and values on the back.

 
Our first value is Put People First. It occurred to me that we may have left a word out: Other. Can you guess where it would go?
 
In 2010 America, our culture bombards us with images of People Who Have It All Together. Depending on what’s being sold, they alternately are rich, smart, desirable, powerful, or all the above. The temptation to emulate them overwhelms us. Individually, and as a society, we focus on molding ourselves into the best composite Person With Most of It Together that we can manage. And that’s OK. As human beings we are vain by nature.
 
But the by-product of this incessant media blitz is a culture of self-absorption. Increasingly missing is a concern for others, for the broader good, and yes, for our relative individual insignificance. As our communities have splintered our sense of belonging to a group of people that we care about—and that cares about us—has diminished. How do I look? What will I make? What’s required of me? I have to do what?
 
Our business and government institutions—for the last hundred years the envy of the world—have lost their collective sense of responsibility to others. Shamefully profligate, our nation, and our government, spend like there is no tomorrow. Instead of prudently laying a financial foundation for the next generation, Americans demand to spend what they don’t make. Gimmee, gimmee, gimmee … how sad!
 
There is a better way. Put Other People First. In your personal and business lives, put other people first. Re-order your thought sequence. What works for the other person? Can that work for me? Can I accommodate them and still achieve my objectives? Are my objectives too high? Should I meet the other person’s objectives and lower my own? How can I approach my work in a way that makes it easiest on those I deal with? Consistent with maintaining the integrity of our processes and relationships, what can I do to better support my customers? Put Other People First.
 
Throughout history, those meeting the most needs of the most people have been the greatest service providers—the greatest winners—in their industries … and guess what? We’re in the SERVICE BUSINESS. Whatever your job description, YOU are a service provider to others, either inside or outside Envoy.
 
By putting others first you approach your customers from the right perspective. Your needs initially are ignored; they are off the table. What does my customer need? Do I understand their needs fully? How can I best serve them in this situation? Does this solution work inside our normal way of doing business? If so, your needs are met. If not, can your needs be reduced so that the customer can be served best?
 
Every one of us loves to deal with a person who is concerned about and accommodates our individual needs, whether the matter is business or personal. If you’re an originator, you want to be known as the SERVICE KING or QUEEN. Put your needs aside and watch your referrals grow. This is not to be confused with letting your customers walk all over you; your needs are legitimate, and important! But by re-ordering when and how they get considered, your customer service index will increase dramatically.
 
And it could be that my (or your) personal needs are too high. Perhaps I can get by with less; less money, less getting my own way, less everything. Perhaps I can find joy in being of outstanding personal service to someone else. Could that be the way I am meant to live?
 
Put Other People First. They (and you) will enjoy it!
 
Rick Thompson
President
Envoy Mortgage
Posted by Gary Bussard on March 9th, 2010 1:45 PMPost a Comment (0)

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