What's The Diff?

The things Quicken Loans team members care about and want to share with the world

What a DIFFerence a Slice of Bread Can Make!

I came across a great blog entry from Heidi Miller about customer service.  It really struck a cord with me and I thought it was worth a mention here on THE DIFF.  Heidi talks about great experiences with the Great Harvest Bread Company and her local dry cleaner.

Heidi mentions some basic concepts that we hold dear and true at Quicken Loans.  First, she appreciates Great Harvest Bread’s OFFICIAL company policy to offer customers waiting in line a free piece of bread.  It’s nice when a company cares about its customers!

Second, her dry cleaner knew her by name and order and she’s only been there a few times.  It’s nice when a company makes a customer feel important and special. 

Heidi is right on the money here and it’s a shame more companies don’t operate by these principles. Just another example of how the little things can make a big difference!

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  1. Thanks for the mention! Yes, these seemingly small things are really a reflection of a larger corporate culture–I’m sure that my dry cleaner does that for EVERYONE and will with every business endeavor she undertakes. As for Great Harvest, well, just take a look at their website to see how passionate they are about warm bread.
    So… how do you show your passion to your customers?

    Posted by: Heidi Miller | December 27, 2006
  2. Great question Heidi. The short answer is we do lots! In fact, I won’t go into detail here, but I’ll send you an email about our customer service policies since you were kind enough to ask!

    Posted by: Clayton | December 28, 2006
  3. Well, one thing we do as a matter of company policy is that all phone calls and e-mails MUST be returned the same day … no exceptions, no excuses. In fact, the practice extends to all team members, not just mortgage bankers. While this might seem to be a no-brainer, it’s amazing how many companies don’t take this basic tenant of customer service seriously. The CEO and Chairman of the company will call you out if you don’t do this. It’s serious business, but then again it’s your clients and fellow team members — why wouldn’t you?

    Posted by: Madgeman | December 31, 2006

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Monday, January 22, 2018