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Published by , 2017-11-10 15:21:19

Being

Being

BECOMING AND BEING
MR.COOPER

- a change from within

-dedicated to all employees of
mr.cooper who are as passionate as I
am to make this culture
transformation journey successful.

-dedicated to my two little children
who sat home the entire time I was
writing this book from office, waiting
patiently for me to get back home.

PROLOGUE

PART 1

BEING A CHAMPION – Joshi’s Extended
Vacation

PART II

BEING A CHALLENGER – Jobs believed it was
more than just a job.

PART III

BEING A CHEERLEADER – Do you give a HONK?
Well, the geese sure do!

EPILOGUE

ACKNOWLEDGEMENT

PROLOGUE

No..! This is not just another employee
handbook!

If you have met the Man himself, Mr. Jay
Bray (CEO-mr.cooper), then read no more!
A 10 minute conversation with Jay will
instill more passion to be a mr.cooper
than this book can ever hope to inspire.

Being mr.cooper is not someone we
become at 8AM when we walk through
the office doors, and someone we stop
being when we leave work.

Being mr.cooper is a lifestyle. It is a
change from within.

This transformation is about everyone
thinking, talking and living by the three
guiding values of being a Champion,
Challenger and Cheerleader.

This is a journey, a rather mammoth one
that we have boldly undertaken! You
know why?

Because we knew someone like you would
join us along the way and nudge us that
extra little bit to take us forward.

So, here’s to “Becoming and Being
Mr.cooper”!

PART 1

BEING A
CHAMPION

Joshi’s Extended Vacation

CHAMPION FOR OUR CUSTOMERS

We deliver Radical Service.
We know when customers win, we
win.
We keep our promises.

Sometimes the things that make us
happiest are the simple pleasures of
life!

The first sight of fresh snow quietly
falling on a winter night…

The first dreamy smile of a new born
baby; the smell of baked pumpkin pie
as we drive up home, after a long hard
day of work; or even an empty parking
space right next to the entry way in a
crowded parking lot!

It is always the simplest of things that
create the most impact.

This also means that you can have a
lasting impact on people, usually by

doing something very small and simple.
It is in the timing.

Doing something small when someone
most needs it, is way bigger than doing
something big unexpectedly.

To be a Champion for our customers is
not as daunting as it sounds. You don’t
need any special training or
qualification to be a champion. All you
need is a pure heart with a pure intent
to help the customer, come rain or
shine, and an undying passion to
keeping pushing through to the finish.

Sounds simple, right?

Just like the heroes of our story….

Well, this story has been told and,
retold many times through various
online mediums. I have used this story
as an example in many workshops I
handle as a HR.
But this story always leaves people with
a smile on their faces and a renewed
vigor in their hearts to THINK
CUSTOMER!

Joshi is a stuffed giraffe!

Ritz Carlton, as you may be aware, is an
international Luxury Hotel Chain known
for its legendary customer service.

After a recent stay at the Ritz,
customer Chris Hurn’s son left behind
his favorite stuffed animal – Joshi! The
little boy realized this on the flight back
home, and boy, was he sad!

He searched and searched for the doll
until he could search no more. Chris

Hurn and his wife tried consoling the
boy – “You may have left it in the hotel
room. The next time daddy goes back, I
will try and find it for you. Ok?”

The boy would not stop crying!

Chris not knowing how else to console
the boy quickly uttered “Maybe he is
having an extended vacation at the
Ritz. He will be home soon, ok?”.

The family reached home. Chris
decided to call the hotel.

“I know this may sound silly, but we
may have left behind my son’s stuffed
giraffe in our room at the hotel. If you
find it, could you let me know please?”,
Chris reluctantly whispered to the
Hotel Manager.

He hung up the phone, and all was
forgotten. The next day, it was back to
routine at the Hurn residence.

Now, before I tell you how this story
ends, let’s pause and think about what
you would conceive as good customer
service.

If you thought “The manager instructs
his team to find Joshi, safely handover
Joshi to the Loss Prevention Team”-
then think a little harder.

If you thought, maybe the manager
went the extra mile and shipped the
doll back to the Hurn residence, then
think even more.

Think like a Champion!

“Worry about being better; bigger will
take care of itself. Think one customer
at a time and take care of each one the
best way you can.
– Gary Comer, Lands’ End Founder.

So here’s what the Ritz staff did. They
applied a very simple yet profound skill
called “Empathy”.

Empathy- putting ourselves in the
customer’s shoes; thinking like the
customer. If I were in his/her place,
how would I be feeling? What would I
be thinking?

Our heroes at the Ritz, put themselves
in the customer’s shoes. They thought

like the boy. They wondered what
simple acts could make him truly
happy. They thought about Chris and
what would make him relieved and
happy.

They thought about the Customer.

A few days later, the Hurns’ were
surprised to receive a package from
Ritz Carlton.

Yay! Joshi was back home!

The boy, overjoyed with tears, hugged
Joshi like a long lost friend. Suddenly,
through the corner of his eyes, he
noticed that the package that he just
ripped apart had something more!

Along with some more Ritz branded
goodies like a Frisbee, football, etc was
also a Binder.

It was called “Joshi’s Extended
Vacation”. It was a collection of
pictures put together by the hotel staff

of Joshi, rather enjoying his extended
vacation at the resort.

It had pictures of Joshi wearing shades
and lazing off by the pool!

There was a photograph of Joshi having
a great time with some other stuffed
animal buddies. There even was a
picture of our Joshi, getting a relaxing
massage at their spa!

To top it all - a picture of Joshi sitting in
front of the Security Monitors as part
of the Loss Prevention Team.

They didn’t have to do it.

Most of the times, in our day to day
work and life, as an individual, we
provide good Customer Service.

But as a team, as an organization, we
must provide Great Customer
Experience. We must in our individual
realms, champion the cause and do our
little bit to be a part of this experience.

Good customer service would be -
sending Joshi home safely.

Great Customer Experience is all the
other little things they did, to ensure
they put a smile on not just the Hurn
family, but a million other families who
read this story.

Great Customer Service = Happy
Customers

Great Customer Experience = Happy &
Loyal Customers.

There are many of us in this
organization, who has never met or
spoken to a real customer.

How then, could I Champion a cause
for the customer?

It is in the tools and technologies we
develop, it is in the simple messages
that the customer receives; it is in the
emails the customer reads.

It is in helping create an environment
for the customer facing roles, so they
are better able to perform their tasks
and provide this experience to our
customers on our behalf.

Remember, we are all mr.cooper.
We are all Champions.

GO the extra mile! Remember… The
extra mile is the land of opportunities.

PART 2

BEING A
CHALLENGER

Jobs didn’t think of it as a job.

CHALLENGERS OF CONVENTION
We find a better way
We believe it’s more than just a job
We get it done!

What would this world be like, had
there been no challengers?

Well for starters, we may not have had
electricity!

If only we had a penny for every
rejection note a scientist or an inventor
ever received…

Before some of our pivotal life-altering
inventions saw the light of day, there
were many people who scorned,
belittled, ridiculed them and called
them crazy!

Light Bulbs - Thomas Edison was
laughed at, and the light bulb was
termed as a “conspicuous failure”.

Personal Computers – “There is no
reason anyone would want this in their
homes”.

Cellphones – “Cellular Phones will
absolutely not replace local wire
systems. Even if you project it beyond
our lifetimes, it won’t be cheap
enough”.

Space Crafts – “A rocket will never be
able to leave the earth’s atmosphere”

“The ones who are crazy enough to
think they can change the world are the
ones who do” – Steve Jobs.

A Challenger is someone who treats a
job as way more than just a job.

It is about being passionate not just for
the product you build or the task
you’re working on. It is about being
passionate about the cause, the
purpose, passionate about why you are
doing this.

The sense of purpose.

Steve Jobs was never really passionate
about computer hardware. Instead he
was passionate about building tools
that would help people unleash their

personal creativity. That’s why he built
the Mac.

When we seek to challenge something
that’s been a certain way for a long
time, make sure you have answers too.

A Challenger is not just a person who
questions, but a person with answers.

A Challenger thinks about a problem
and a possible solution from all
perspectives before it is put forth.

The solution should make sense to the

Customer – will the buy it?

The Technology – can we deliver it?

The Business Model – will it pay off?

The Risk –What if it’s a failure? What if
it’s a huge success?

The Organization – Why Should we do
it? What is the Strategic perspective?

Heard about the Clockie?

I recently read about an alarm clock
that jumps out of the nightstand, and
runs around the room, rolling and
chirping, forcing the owner out of bed,

and turning it off to stop the
cacophony!

Gauri Nanda, a student at MIT,
developed this out of her dorm room,
since she couldn’t get to her classes on
time, she said during an episode aired
on television.

Now, it is not enough to challenge
something you believe in, every once in
a while! This must be our way of life.
Remember, once you challenge one
time, and your idea was implemented

successfully, it is important not to
become complacent.

"Don’t rest after your first victory,
because if you do and fail the second
one, more lips are waiting to say that
your first victory was just luck".
– Dr. APJ Abdul Kalam.

PART 3

BEING A
CHEERLEADER

Do you give a HONK? Well, the geese
sure do!

CHEERLEADERS FOR OUR TEAMS

We celebrate successes.
We enjoy the journey.
We’re better working together.

Do you know why the geese fly as a
group in a V formation?

Each goose flaps it wings and this
creates an uplift for the other birds
that follow. By flying in this formation
the whole flock adds 70% greater flying
range than if each bird flew alone.

When a goose falls out of formation, it
suddenly feels the drag and resistance
of flying alone.

It quickly moves back into formation to
take advantage of the lifting power of
the bird in front of it.

When a Lead goose retires, it rotates
back into formation and another goose
flies into the point position.

While flying long distances the geese
flying in formation honk to encourage
the others to keep up their speed.

Many times in life, nature is our best
teacher.

The wisdom of the geese is a great
example of Being a Cheerleader.

Being a Cheerleader is not just about
the fun, the parties and the
celebrations. It is about truly relishing
other’s success as our own. It is about
being able to leverage the collective
strength of the team which is always
far greater than the individual
strengths.

It is about honking and cheering each
other to achieve.

“If you want to go fast, go alone.
If you want to go far, go together.”

- Unknown African source.

Team work is not always going to be an
easy ride. It will see its share of bumps
and mounds along the way. The
important thing however, is to keep
going, leaning on each other, carrying
the team together with the end goal in
mind.

Sure, we may lose a few games along
the way, but what matters most is,
how quickly we pick up the pieces and
move forward, chin up, being focused
on winning the Championship!

EPILOGUE

Do I believe that by reading this book,
every reader is culturally transformed
to being a mr.cooper?

Far from it!

But I can say with conviction that every
opportunity we get, every medium we
say this through, every story we can
narrate, every inspiring quote we write
up on our walls, will take us one step
closer to helping this organization
understand what it is to be a
mr.cooper. I do believe this book will
help us understand some of the most

basic ideologies of being a true
mr.cooper.

A lifestyle change is difficult. But once
mastered, will last forever.
Remember, baby steps….

ACKNOWLEDGEMENTS

The stories, analogies, quotes are all a
direct result or an interpretation of
many articles I’ve read online, through
websites, television or books.
Wherever possible and to the best of
my knowledge I have added the
reference links as my humble
acknowledgement and thanks to the
original contributors of the articles as
without them, this book would not
have been possible.


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