Living the ISMs

Over the years, Quicken Loans has made a name for itself not only as a national mortgage lender, but as a partner of the community. When the company moved its headquarters to downtown Detroit in 2010, many people wondered why anyone would do such a thing.

Several short years later, the Quicken Loans Family of Companies plays a key role in the city’s revitalization. However, as a returning intern, I’ve realized the company contributes to the transformation of the city in more ways than just financially.

It’s no secret that Quicken Loans is very involved in the community. Team members are encouraged to volunteer and play a role in the recovery of the city’s neighborhoods. But beyond that, I notice the company changing the city in an entirely different way.

The company’s foundation is based on several principles, called ISMs, that team members are expected to practice. From my perspective, these ISMs help mold team members into becoming better human beings.

Do the Right Thing

One of the most influential ISMs is “Do the right thing.” This idea signifies the importance of always doing the right thing, regardless of whether it will benefit a particular individual or not. This ISM has led to team members developing their characters and integrity.

As a newbie, I was terrified of being the new person. I never had a real job before and had no idea what to expect. I was worried people would be rude and disrespectful because I look and dress differently. However, that was not the case. I was completely taken by surprise when people were very courteous and helpful to me.

This ISM also applies in other contexts. Team members carry out this ISM by always treating clients in the best manner possible. They remain in contact throughout the entire loan process, providing status updates in regards to their loan. Team members also do everything in their power to protect any sensitive and personal information that the client provides. Implementing this ISM has allowed team members to practice this principle in and out of the workplace.

Obsessed with Finding a Better Way

When Quicken Loans moved to Detroit, Dan Gilbert, the founder and chairman of the company, had a vision and did everything in his power to rejuvenate the city. He is living proof of another ISM known as “Obsessed with finding a better way.”

Team members take this notion to heart and try to follow his example to do everything they can to help the company succeed. It seems everyone is obsessed with trying to make his or her job as efficient as possible. I’ve seen countless instances of team members going above and beyond to ensure the company is able to compete and excel in all aspects.

We Are the “They”

While doing the right things and being obsessed with finding a better way are both important, I think the most influential ISM is “We are the ‘they’.” When things go well, we take credit together. When things need to be improved or corrected, we don’t point fingers or say “they” should’ve done this or that. We say “we” should have, creating an environment where everyone’s contributions lead to overall success.

Even as an intern, I feel empowered to make decisions without needing to worry about getting in trouble if anything goes wrong. Team members are trusted to make judgement calls, and the company culture allows team members to make honest mistakes and learn from experience. Giving team members freedom to this extent helps mold individuals into becoming better decision makers and feel valuable to such a large and growing company.

The ISMs are just a sample of the way Quicken Loans is contributing to the city’s revitalization by implementing ideals that help team members become better people and make wiser decisions. With such a large presence in the city, team members within the Quicken Loans Family of Companies are spreading positive behaviors and practices everywhere they go, which hopefully influences others to do the same.

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