Training Industry Magazine - Summer 2016 - (Page 50)
By Wendell W. Robinson, Jr.
The brightly colored office space is a flurry
of activity and voices as a phone rings and a
Quicken Loans' Client Care Specialist pushes
the button on her headset, says, "Thanks for
calling Quicken Loans." She provides her name
and contact information to the caller and asks,
"How can I help you today?"
IN WHICH WE
BEST IN OUR
The caller says he needs some help with his
new mortgage that is currently in process with
"No problem," the team member says. "I'm
happy to help."
Notice anything? It begins with some semantics
- the caller is not a customer, they're a client and
the team member answering the call is a Client
Care Specialist. These subtle differences are just
the tip of the iceberg when it comes to why
Quicken Loans' culture makes it one of the best
companies to work for in the country and the
winner of the J.D. Power Award for Mortgage
Loan Origination the last six years running.
WHAT'S AN ISM?
The story of Quicken Loans' 30-year ascent
to the top of the mortgage industry is deeply
rooted in its culture. Widely known for festive
offices and cutting-edge technology, Quicken
Loans is continually among the best places to
work in the country. The foundation for their
culture is built on a set of 19 principles called
ISMs (pronounced iz-mmmmms). The ISMs
come disguised as colloquial verses, but they
pack a punch in the daily dialogue of team
members. For example, the ISM "Simplicity is
genius," conveys an easy to understand concept,
but when introduced into a training room
environment during a discussion of federal
mortgage law the ISM serves as a catalyst for
translating the law into basic language that
anyone can understand.
While the ISMs continue to evolve and adapt,
they still serve as the sturdy footing of the
company's belief system. Dating back to the
early years of the company, the ISMs were an
informal, yet closely followed set of values
shared by the team members at Quicken Loans.
As the company grew, Founder and Chairman
Dan Gilbert recognized the need to formalize
the list. By the mid-2000s the ISMs became the
official foundation of Quicken Loans' culture. To
further enhance the ISMs' visibility, specifically
drawn characters were created to augment the
ISMs' usage. As part of the onboarding process
for new team members, the company regularly
holds an ISMs in Action Day at its Detroit
headquarters, where Gilbert and CEO Bill
Emerson dedicate an entire day to explaining
the company's culture and philosophies.
Additionally, the company annually publishes
its "ISMs in Action" book. Every new edition
is distributed to all new team members and
Table of Contents for the Digital Edition of Training Industry Magazine - Summer 2016
Table of Contents
Three Strategies to Ensure Your Training Has Tensile Strength
Experience, Exposure and Education
Beyond the Classroom Paradigm
Applying the Buddy System
Purpose-Driven Professional & Organization Success
Making It Personal: The Four Pillars of High-Impact Mentoring
Blowing Your Millennial Mindset
Hidden Forces: Unconscious Bias in Learning
Memory: The Critical Bottleneck to Learning
Gender Barriers & Solutions to Leadership
Cognititive Collaboration: Utilizing Diverse Thinking & Behavioral Preferences
Get Into the Act: Accelerating Collaborative Teamwork
Dispelling the Five Myths of Microlearning
Quicken Loans: Culture Driven
Developing Global Leaders: On-the-Job Leadership Development
From Where I Sit
Why Do We Wait to Train Our Managers?
Is Knowledge Overrated?
Is Your Business Acument Showing?
Avnet Expands Services with ExitCertified Acquisition
Training Industry Magazine - Summer 2016