By Don Erb
Last Summer I was at a conference and one of the keynote speakers was author and entrepreneur Bill Taylor. He was discussing the best practices from innovative companies that out produce the other companies in their business sector or product category. Rocket Mortgage and the other companies in their corporate umbrella follow what are called the 20 ISMS. These are 20 philosophies that each member of the team is passionate about and encouraged to follow. I thought we would share the philosophies with you in three bites for your own use here at UB. Here is the first installment!
1). "Always raising our level of awareness."
Truly listening to a client is an active, not passive, skill.
2. "The inches we need are everywhere around us."
A company cannot be great by being exceptional in only one way — it requires outdoing the competition down to the smallest details, or what Gilbert calls the "inches."
3. "Responding with a sense of urgency is the ante to play."
All employees need to respond to phone calls and emails, whether from clients or colleagues, on the same day they were received.
4. "Every client. Every time. No exceptions. No excuses."
"Clients don't care how much you know until they know how much you care," Gilbert wrote.
5. "Obsessed with finding a better way."
Gilbert wrote that he wanted employees to feel empowered to speak up if they think there's a better way of doing something and management to avoid a bureaucracy that would stifle these ideas.
6. "Yes before no."
"This does not mean that every single idea, question, suggestion or recommendation will ultimately be met with a big thumbs-up," Gilbert wrote, but that no one should immediately shoot it down.
For more information about the 20 philosophies please go this this link: Our Philosophies | Rocket Companies Visit Rocket Mortgage for or more information about opportunities for UB Staff.
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