THE RENOVATION MORTGAGE PLUS PHILOSOPHY
RMP is a place where the genuine care and comfort of our Clients and Customers are the highest mission. We pledge to provide incredible service for our Clients and Customers who will always enjoy a refreshing, productive, yet refined experience. The RMP experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our Clients and Customers.
THE RMP MOTTO
At Renovation Mortgage Plus, L.L.C., "We are a customer service company providing real estate financing solutions to families as if we were providing them to our own." This Motto exemplifies the anticipatory service provided by all team members.
RMP's THREE STEPS OF SERVICE
1. Meet with Clients and Customers Face-to-Face, if and when possible.
2. Anticipation and compliance with Clients and Customers needs.
3. Deliver a WOW Experience, if and when possible.
RMP's 20 ATTITUDES of SERVICE
1. The Mission is the principal belief of our Company. It must be known, owned and energized by all.
2. Our Motto is "We are a customer service company providing real estate financing solutions to families as we would want those services provided to us." As service professionals, we treat our Clients, Customers and each other with respect and dignity.
3. The Three Steps of Service are the foundation of RMP hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty.
4. The Employee Promise is the basis for our RMP work environment. It will be honored by all employees.
5. All employees will successfully complete annual Training Certification for their position.
6. Company objectives are communicated to all employees. It is everyone's responsibility to support them.
7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.
8. Each employee will continuously identify defects throughout the RMP Programs.
- Mistakes
- Rework
- Breakdowns
- Inefficiencies
- Variation in work processes
9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our Clients, Customers and each other are met.
10. Each employee is empowered. For example, when a Client or Customer has a problem or needs something special you should break away from your regular duties, address and resolve the issue.
11. Uncompromising levels of organization are the responsibility of every employee.
12. To provide the finest personal service for our Clients and Customers, each employee is responsible for identifying and recording individual Client or Customer preferences.
13. Never lose a Client or Customer. Instant Client or Customer pacification is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the Client or Customer's satisfaction and record it.
14. "Smile - we are on stage." Always maintain positive eye contact. Use the proper vocabulary with our Clients and Customers. (Use words like - "Good Morning," "Certainly," "I'll be happy to," and "My pleasure.")
15. Be an ambassador of RMP in and outside of the work place. Always talk positively. Communicate any concerns to the appropriate person.
16. The RMP 10 Commandments is the cornerstone of conducting great business.
17. Use RMP telephone etiquette. Answer within three rings and with a "smile." Use the Client or Customer's name when possible. When necessary, ask the caller "May I place you on hold?" Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards.
18. Take pride in and care of your personal appearance. Everyone is responsible for conveying a professional image by adhering to RMP clothing and grooming standards.
19. Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all Clients and Customers and each other. Be aware of all fire and safety emergency procedures and report security risks immediately.
20. Protecting the assets of RMP is the responsibility of every employee. Conserve costs, properly maintain our resources and protect the environment.
RMP's EMPLOYEE PROMISE
At RMP, our employees are the most important resource in our service commitment to our Clients and Customers in "Improving the American Dream." By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. RMP fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The RMP mystique is strengthened.
RMP 10 COMMANDMENTS of GREAT BUSINESS
1. A CLIENT OR CUSTOMER is the most important person in ANY business;
2. A CLIENT OR CUSTOMER is not dependent on us-- we are dependent on him or her;
3. A CLIENT OR CUSTOMER is not an interruption of our work-- he or she is the purpose of it;
4. A CLIENT OR CUSTOMER does us a favor when he or she calls-- we are not doing him a favor by serving him or her;
5. A CLIENT OR CUSTOMER is part of our business-- not an outsider;
6. A CLIENT OR CUSTOMER is not a cold statistic-- he is a flesh-and-blood human being with feelings and emotions like our own;
7. A CLIENT OR CUSTOMER is not someone to argue or match wits with;
8. A CLIENT OR CUSTOMER is a person who brings us his wants-- it is our job to fill those wants;
9. A CLIENT OR CUSTOMER is deserving of the most courteous and attentive treatment we can give him or her;
10. A CLIENT OR CUSTOMER is the life-blood of THIS and every other business.
