What's The Diff?

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

Amy Prior

Steve Jobs and Apple’s Customer Service

Thursday, May 03, 2007

When you think of corporate leadership, many people think of guys that are so rich and powerful (picture the bankers’ pen from the WaMu commercial) that they don’t care about the little guy–you and me, the customers that actually support their business, the people who made them as rich as they are. Yes, there are the Dan Gilberts and Bill Emersons of the world who really listen to each and every one of us "little people," but those types of leaders are somewhat rare, in my humble opinion. So it surprised me when I read this story about a guy who had a really crappy customer experience trying to get his Mac laptop fixed by Apple. He got so fed up, he wrote an e-mail to their CEO, Steve Jobs himself. To the customer’s surprise, he received a response THE VERY NEXT DAY from his personal assistant promising that he’d get a new laptop (which he received only the day after the assistant e-mailed him) as well as his old one back (so he could transfer his data from one to the other). Now THAT’S service! They may have fallen down to begin with, but at least they made it right. AWESOME!

From the customer’s e-mail:

This is not the best way to deal with a support headache, but I have to
admit that Steve actually seems to care about my business. Dude got [stuff] *done*.

Read the full story here: http://consumerist.com/consumer/apple/get-your-defective-laptop-replaced-by-sending-well+written-emails-to-steve-jobs-256931.php

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Singing and Ice Cream Don’t Mix

Wednesday, May 02, 2007

Have you ever created a public disturbance? I have…twice. I’m not talking about some loud, crazy or even drunken event where I got arrested or anything like that. These “disturbances” were merely a mild, three-minute or so musical interruption in other people’s lives.

The first time it happened was when I was in 4th grade. We were on a school trip in Toledo, Ohio somewhere.

Continue reading “Singing and Ice Cream Don’t Mix” »

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Will You Be a Johnny Today?

Monday, April 30, 2007

This story was passed on to me by our illustrious CEO Bill Emerson. It’s an inspiring story about a young man who works as a bagger at a grocery store that chose to make a difference. How? By giving each customer he bagged for his Thought of the Day. It’s become so popular that his cashier’s line is three times longer than anyone else’s. And no one minds the wait! I mean, this is what the DIFF is all about…giving people something to remember you by–something that makes even a small difference in their lives, brightens their day and gives them a reason to come back.

Watch Johnny’s story here:  http://www.stservicemovie.com and tell us…will you be a "Johnny" today?

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Where the Hell is Matt?

Thursday, April 26, 2007

When you think about what the DIFF is, you have to think of people like Matt Harding. Here’s a guy who basically quit his job as a video game programmer (because he wasn’t happy with his job) and decided to travel around the world. His shtick is that he films a short clip of himself dancing in all these exotic and incredible places just because it’s something he loves to do. Now, when I saw this, I started thinking, “What a stupid thing to be doing! The guy isn’t even a good dancer.” But as I let the video play on further, I really started to see the charm and the allure in what he was doing, so by the time the video ended (it’s about four minutes long), I became completely endeared to Matt and thought, “How amazing is that to be traveling around the world like that just to film yourself dancing?” By the end of the video, I even thought his goofy little jig was cool! Now, he’s been sponsored by Stride gum and he’s got an entire following of people–including folks imitating his video and doing their own versions of his dance. At the time of this entry, his video has nearly 6.5 million views!

I encourage you to watch his video, visit his Web site (www.wherethehellismatt.com) and then come back here and tell us: if you could do or be anything in the world, what would that be?

Watch Matt’s video here: http://www.youtube.com/watch?v=bNF_P281Uu4

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Quicken Loans Featured on WallStreetJournal.com

Wednesday, April 18, 2007

We’ve talked a lot on THE DIFF about how great it is to work at Quicken Loans. We’ve had many entries that talk about the unique culture we have. But we can only say so much. Here’s a cool little video from WallStreetJournal.com that proves we don’t just talk the talk, we walk the walk. So if you’ve ever wondered what it’s really like here, this is your chance to see it. And as we say, "You’ll see it when you believe it."

Watch the full video here: http://link.brightcove.com/services/player/bcpid452319854?bctid=769423979 (approx. 3 min.)

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Logan: An American Restaurant Review

Wednesday, April 11, 2007

Logan-Staff

As a writer, I always thought it would be cool to play food critic just once. So I have to spread the word about a great little place called Logan in Ann Arbor, Michigan. This is one restaurant where the DIFF is a way of life for them. Of all the great restaurants in Ann Arbor, this is right at the top. Not only is the food to die for, the service is beyond exceptional.

Logan is owned and run by brothers Thad & Ryan Gillies and Kevin Hobart. Ryan and Kevin are the friendliest and warmest hosts you’ll ever
meet—always sharply dressed and completely devoid of any snobby
attitude you might encounter in other restaurants. Thad is Head Chef,
trained in France. His dishes are so far beyond anything you’ll ever
see on the Food Network and better-looking than anything I’ve seen Emeril Lagasse create. There isn’t one dish you won’t like.

Continue reading “Logan: An American Restaurant Review” »

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Do You Have a Decided Heart?

Tuesday, April 03, 2007

Here’s a really cool excerpt from something written by storyteller Andy Andrews. If you ever needed some inspiration, if you ever needed something to get you through your day, if you ever needed something to give you that extra push, read The Fourth Decision," from the "Seven Decisions that Determine Personal Success."

When you’re done reading it, come back here to THE DIFF and tell us what you’re going to do to take that first step. What will you do today to give your life meaning? What will you do to make your dreams come true?

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The Power of One Person

Thursday, March 29, 2007

Angela DiSarno is an intern with the Quicken Loans Careers Connection (recruiting) team.  Congratulations on a great post, Angela.

SarahBy Angela DiSarno

When I first thought about who in the world made “The DIFF” for me, I instantly knew it was my old roommate, Sarah, from Mackinac Island, Michigan. Sarah and I spent the summer working for the Island House Hotel and lived together in a downtown Mackinac dorm above Ryba’s Fudge shop.

Sarah is the type of person who can look at a person and see directly into their soul.

She told me of a time when she was working at Cedar Point Amusement Park and saw a young teen dressed in black staring at a massive roller coaster. Sarah walked by and asked him if he needed help with anything around the park.

Continue reading “The Power of One Person” »

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Dog Saves Human with Heimlich Maneuver

Wednesday, March 28, 2007

Yes, you read that headline correctly.

One of my favorite things to do is to read weird news stories because it sometimes makes me laugh. Here’s one that really fascinated me and made my jaw drop this time. It’s a story about a Golden Retriever that saved its owners life by performing the Heimlich Maneuver on her after she started choking on a piece of fruit. It just goes to show you don’t have to understand what the DIFF is to be the DIFF.

Read the story on MSNBC here: http://www.msnbc.msn.com/id/17819432

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Monday, May 21, 2012