Meghan Fisher • 4 min read
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First Who, Then What
This blog section will be a continuation of our “Good to Great” by Jim Collins series keeping our focus specifically on the concept fo “First Who, Then What”. Ensure you have the right people on your bus & be sure these people are in the seat best suited for them. This must all be done before figuring out where the bus is going to. This is because you must first think who, then what. There is no telling what will happen next, what troubles may come your way or what roadblocks you may drive up upon. What is most important is ensuring you are prepared with the best motivated, driven people who will assist in overcoming whatever issues may lie in the road ahead.
The transformation from good to great starts with great people. Even if you do not know where to take your bus, as long as you get the right people onto the bus, in the correct seats & the wrong people off of the bus, then you will eventually find the road that will take your bus somewhere great. If you begin with “who” rather than “what”, you can more easily adapt to an everchanging world. If people join your bus purely based off where it is going, what will happen when the road is closed ahead and you need to change directions? If you have people on the bus not because of where it is going, but because of who else was on the bus, then roadblocks will be much easier to navigate through. The right people do not need to be tightly managed or heavily pushed. The right people are self-motivated by their drive to find innovative solutions to complex problems. They are driven by the powerful sense of success and achievement the comes with being a part of something bigger than yourself. If you have the wrong people on your bus it simply will not matter if you attain the correct direction, you will still not have good company, you will not have reached your full potential.
Good to great companies will all have one unifying factor: The right people will do the right things to deliver the best results possible, regardless of the incentive. Incentives are of course important, however, they carry a different reason in any good to great company. The purpose of incentives in a normal company is to get the right behavior from the wrong people. In a good to great company, the purpose of incentives is to get the right people on the bust from the get-go and then ultimately keep them there. Once you fill your bus with the right people, in the right seats, it becomes less of a question of “Where are we headed?” and instead, “How far can we go?”
From Frank’s Desk
This past week Frank reflected on the statement “We hire people who’ve been successful since birth” his thoughts regarding the statement itself and what it means to him are below:
“Wow… what a statement and what does that mean? Both crossed my mind at the exact same time….
After being interviewed by several key executives, I was told that I was to meet the CEO. I did and after almost two hours of talking with the CEO, I realized that in our meeting the conversation never covered any of my employment history. In fact, the meeting ended after we talked about my enlistment and time in the United States Marine Corps. (I enlisted at the age of 18). I then realized that I had spent two hours talking about myself, my family and the country. I also realized how much time I’d wasted practicing what to say, elaborating on what strengths I possessed, how good I was and what an incredible asset I’d be to his company. He didn’t care. He had “others” who had already qualified my skill sets and experience. He wanted to know me. He wanted to know my core values before “core values” were ever discussed in any company environment. By skillfully asking the right questions, knowing when to guide the conversation and when to listen, this CEO had engaged me in a self-reflecting state of mind starting with my earliest childhood memories. At times I found myself remembering and reflecting on things that I hadn’t thought about in a very long time. I even think I became emotional a few times, reflecting on personal situations that we all experience as we grow up. I wasn’t exactly excited about talking about my personal history. Why did he want to know all of this “stuff” I kept thinking but never asked until the end of our time together.
“Son, we hire people that have been successful since birth. Everyone has success and failure, hurt, and pain. It is how you react and carry yourself and what you learn along the way that makes you a success.” I will never forget this experience; I will never forget Mr. Ross Perot.” – Frank Morrisroe
As part of the Contact Center’s new hire program, all new hires conduct a service project at the end of their first week. The following is a report our AWESOME trainer, Carle Tinson, gave when they returned:
“On Friday, September 20th we went to 358 E Javelina Ave Mesa AZ 85210 from 8 AM to 12 PM for a volunteer program. The volunteer program objective was to provide food not only to the homeless but to help other families and/or individuals experiencing financial hardship. Equiant’s objective was to have a team-building exercise & ultimately to add more beautiful people to our growing culture.
We arrived at 7:45 AM & we were responsible for keeping the capacity at a reasonable amount and the line flowing smoothly. We had employees restocking, handing out food, holding the door for the handicap and the elderly, and helping people unload their carts and even gave employees the chance to socialize and speak with not only the United Food Bank volunteers but the people in need.
It was an amazing experience! Not only did we get to do a selfless deed we also got to know each other a little bit more. The volunteer program builds confidence, & lets people know that the smallest things can make a difference in the world!”
Equiant Servicing Platform Update 09.26.2019:
Enter Payment Page (Client Central): Changed the label for the radio buttons from Payment Type to Payment Source to differentiate with the Payment Type seen further down the screen
Per each blog post, we will be featuring a member of our fantastic Equiant staff to learn more about their role at Equiant and how they specifically create an outstanding client experience for our clients.
Name/Department: Rebecca Fader/Collateral Team Lead
How does your function support Equiant’s day to day operations? I check in many files, meet timely deadlines, run background checks for collateral, and certify collateral for clients and lenders.
How do you support Equiant’s clients day-to-day? I help troubleshoot with time-sensitive specific questions and perform tasks in a specified time range that requires much flexibility!
Your Favorite memory at Equiant to date? When I had to re-certify 11,000 files within the time span of three weeks. My favorite day was when I got it all finished in time, it was a big accomplishment for me
10/05 – Downtown Chandler Farmers Market
10/06 – Gilbert Art Walk