September Newsletter

The Sundial by Henry Van Dyke

The shadow by my finger cast
Divides the future from the past:
Before it, sleeps the unborn hour
In darkness, and beyond thy power:

Behind its unreturning line,
The vanished hour, no longer thine:

One hour alone is in thy hands,--
The NOW on which the shadow stands.

As we continue our journey through 2020 and bring FY21 Q1 to a close, we understand that
we have no control of what has happened, or any ability to influence what will come, yet as
a group we have focused on what is within our control. The current hour and situation at
hand. As a result, we have been able to block out the distractions and move blame out of our
way to accomplish some truly amazing results…

We closed FY21 Q1 with the highest Relationship NPS at 54.5, AM surveys at 81.7 and
Retention at 98%. I ask each of you to pause for a moment and recognize your individual and
collective team effort that continues to elevate how we support one another and our clients
during a most unprecedented time.

I have a favorite quote that I have only ever shared with a small number of people for whom I
think very highly of and now I want to share it with each of you.

“You know you are in the presence of greatness when there is just no guessing and it makes
you want to be better of yourself”
- Author Unknown

As we enter into our busiest time of year, know that we are all in this wonderful eco-system
of support together. Lean on one another and we will continue to elevate our service and
support offering to new heights.

Keep a keen eye and open ears to the things our clients are saying, and more important not
saying, as it relates to their COVID impact. Loyalty wants to lean in and support you to
review the account, pricing, save efforts with features and price agreements. Our goal is to
provide quality service and retain our valued clients. #ROY #back2back

Liz Coulter
Sr. Director Loyalty and Service

Veronica David Shannon Rachel
Benitez Cosio Radloff King

Connie Meylin Michaela Monique
Vandenbosch Sosa Nine Clark

LeChelle Nancy Jessica Kathleen
Jones White Maiden Winkler

Patrick Lesli Pamela Jennifer
Walker Willoughby Humphris- Sanford

Flores

Gretchen Lupe Trina Priscilla
Hundling Vazquez Cork Hollars

September
Birthdays!

Sondra Laura Richelle Christopher
Leal Myers Gregorio Correa

Yvette Alex Lisa Mary
Galindo Hernandez Ammons Gamez

Josh Jin Anthony Rebecca
Rumph Ciazza Denton GIlstrap

Jim Jessica
Ebbers Reyes

September
Birthdays!

Hannah Melissa Jenna Stephanie
Byrd Maisel Braccio Castaneda
1 Year 1 Year 2 Years
2 Years

Cedric Kelly Matthew Lesli
Johnson Conway Ronquillo Willoughby
2 Years 3 Years 3 Years
3 Years

David Meylin Valerie Darrell Mary
Kempen Sosa Sambrano McCrory Gamez
4 Years 4 Years 5 Years 7 Years
4 Years

Jennifer Chele John Kathleen Lori
Portillo Schmidt Anderson Winkler Padilla
12 Years 15 Years 19 Years 21 Years 30 Years

Shelly
Garrison
32 Years

A big thank you for all those who took our

AVA survey! We are working hard to read
through all the great feedback so that we
can make a plan to improve in some of
these areas.

Team Spotlight

Team Rodriguez Team Ramelb

West Service
Center Totals:
September Results

#BeEfficient #BeTheExpert

Up Market Service: Up Market Service:
• 34.1% Routed to AM Manager #1 • 55.9 Relationship NPS,
• 23.3% to Voicemail #2
• 32.6% to Express #1 +11.2 Increase YoY
• 18.1% Not Ready #1 • 83.5 AM Survey, +6.6
• 187 RONAs #1
Project Services: Increase YoY
• TSLA AVG: 8.81 Project Services:
• AVG Age: 49 • NPS – 87.5
• Open Case AVG: 24 • Response Rate 12%
Resolution: • Individual Monthly
• TSLA : 4
• AVG Age - 33 Responses
• Open Cases AVG: 14
#Support Services
#BeTheGuide
#Support Services – Sept
Loyalty: -87.5 NPS
• 53.8 Relationship NPS - Spins & Transfers
• 16 new PA’s
• Protected Revenue $ 2.1 M - Database Mergers
• Losses MTD: $1.51 less than plan 212 Projects
• Losses YTD: $31.5 less than plan
273 Resolution Cases
$46,551n Revenue September

What are you Transform the
#WorkingFor? way great work

gets done!

Tips and Tricks

#WorkingFor The Best Client Experience

September #WorkingFor Recap

#BeTheGuide Tips

✓ Be Empathetic to clients and each other
✓ Provide Great Client Experience
✓ Solve Problem & Provide Solution
✓ Be proactive and strive to learn more

Champion Spotlight – Erica
Barnett

(Team Bustamante)

“We must leverage all resources to become an
expert and that also includes people. To become a
true expert, you need to learn and work with
experts in other fields. Their knowledge will help us
grow overall and develop a stronger relationship
with our clients.”

MAS The Voice FY’21 Ideation Challenge: MAS The Voice is
focused on aligning your feedback with #WorkingFor The Best
Client Experience, with new challenges seeking your suggestions
that will impact your abilities
to #BeEfficient, #BeTheExpert and #BeTheGuide.
Submit your ideas today – Every Voice Counts!

Tips and Tricks

#WorkingFor The Best Client Experience

Using your Outlook Calendar to organize:
With YE upon us getting organized is vital to our ability to reduce
stress. By using the Categorizing option in Outlook you can create

a color legend to help organize your calls, meetings, and to do
items. You might want to also consider putting ALL DAY reminders

(so the are readable at the top) of any follow-up item you have for a
Client or internal partner.