Operations

Custom made forms with your “Look”. A specific type style, graphic style, color style. This are everything the customer sees from your company. The persona or “Look” sends an important subliminal message. It says, “See, I’m professional but down-to-earth, always the same. You recognize me immediately by my persona which allows me to be more familiar and more discrete.” You’re like an old friend. If you are forced to change your name for any of a hundred reasons, your customers will recognize you regardless of your new name or company.

A color coded filing system which will tell you whether the customer is: Current (active), In House Collections, or Outside Collections, VIP status, ACH waiting period, and is paid in a green week or a yellow week (more about this later).

Custom made inside operational forms. Everything you’ll need. If we need it and don’t already have it, we’ll make it or edit it on the spot and you’ll be able to print or copy as many as you need.

We have a proven telephone lead handling systems; how to answer, how to get the customer to the location or fax, how to put the customer on hold and not lose them, how to “stew” the customer, how to handle the entire deal over the phone/fax.

How to read bank statements...sounds funny doesn’t it. Well, we been learning for 6 years. We will show you how to ascertain the customer’s real payday. It is imperative to know the customer’s payday and be able to track it. How to read a paystub and a L.E.S. (Military paystub). How to read a credit union statement and determine whether the direct deposit payroll 
ACH goes into the checking account (share draft account) or the saving account via auto transfer.

We will show you how to keep your loan in customer’s mind. 

We will show how to put the customer on a personal level (helps collections) with the employees.

Build you a “production board” with daily tasks so at a glance you can see what needs to be done before leaving for the day. Excellent tool for increased work output. Employees hate it, so it must work.

Show you how to become a sales organization with employee cash and points incentive programs based on sales (funds out and renews), instilling in the employees the “nothing takes precedent over doing a deal” philosophy, new deal signs, sales contest, involving the employees in increasing the money pool on the street, and selling renews. We have developed a technique to close the sale (loan or renew)on the front end of the deal, during the deal (renews) and after the deal (VIP’s). The entire “Look” is geared to the sale; every sentence, every graphic, all terminology, every phone call, and so on. We teach the owners how to train employees to balance the sales attitude with common sense restraint. Collections will go up if you don’t implement controls on qualifications, credit limits, etc. We will teach you how to make your own sales boards. These boards list the daily funds out and involve the employees in the company’s growth and profitability. You try to get them to think more owner than employee. The phone can “ring off the hook”, but, if you can’t close the deals and dispose of the non-qualifiers, all you’ve done is make the advertiser money.

When a person new to the business first starts, one of the biggest misconceptions is that anybody can give money away. Anybody can’t give money away. It take guidelines and training to “give money away” and get it back in a timely manner.

Employee and owner theft.......that’s an unpleasant thought but a reality in this business because of the cash involved. Here are some of the ways we know about: Owner develops a coke, mistress and high roller habit. The only way he can hide his theft of cash (he had several ways a stealing cash and covering it up) is constantly changing bookkeepers allowing the records to get farther and until there were no holes and he self-destructed. Cost to the company: over $100,000.00 just in cash. Another employee would take customer checks out of the customers files (use check boxes) and convert them to cash and then pay off the customer in the computer on a past date. They became suspect when he was $260 over on his report and trap was set and he was caught. Cost to the company: lose of a key employee and $5,000. Bookkeeper accused of stealing by the coke head owner, takes customer list and starts his own company (loans at $5.00 less per hundred) using the customer list. Cost to the company: immeasurable. New management takes over and refuses to pay more that $8.50 per hour to new employees in an $11.00 - $12.00 market. We warn the new management that one of the new employees has a husband who we feel is a crack head and we are leery of her. They ignore our warning and hire her. She works her way into a managerial position (they are still paying her $8.50 an hour) and she starts cutting deals with friends and phonies up the applications and then gives them money. Of course, they don’t pay and go into collections. Who knows how long this went on. They caught her six months after the management company was fired when two customers came up on the cashing list with social security numbers one digit off the other. Cost to the company: $8,900 and counting. If the management company would have used the production board this could not have happened. An office manager who only listened to religious music, etc. went to bank to make a $2,500 cash deposit. When she arrived at the bank, the particular bank was closed for the day (all the grocery store branches were open). She then puts the bank bag in her glove compartment and proceeds to go home. In the middle of the night, a voice told her to get her leather jacket out of the car. When she awoke in the morning, the car alarm had been disabled and the money was missing from the glove compartment. The husband is so upset with the break-in, he refuses to let his wife drive the car and had her drive his new vehicle. No one believes the story but we can’t prove it. Later we find out the next day after the break-in, she purchases a new BMW. 

Under paid employees are like a theft waiting to happen. The old adage “you get what you pay for” certainly holds true here. Branch manager forms her own company with the backing of her father-in-law. The name is one word off the current employer’s name. All of a sudden, the collections go up and the deposits (pay offs) are really going up. When a customer would call in she would direct them to her location and pay them off with the cash from her father-in-law. When the employer finally took action she had a successful company of her own and the money to pay attorneys. Cost to the company: $40,000 in converted accounts (net) and lost income and business interruption was 10 times the forty thousand. This is a common scam. Management company takes over operations. They immediately start a new corporation with a very similar sounding name. Take the owners electronic customers and converts them to his new enterprise. When the VIP customers call in they were given a different 800 number to call which rang at the scam location. When the owner demanded daily and monthly records, the management company stalled. Cost to the company: $28,000 in net accounts plus the VIP customers and lose of income. One more because this is a dandy. Owner starts a phone room. Inbound calls from a plethora of sources. Local lines electronically forwarded, 800, 877,888 numbers, T-1's, etc. The room manager sees the money flowing and is learning the business from the owner who has a successful brick and mortar operation. The manager goes to his family and tells them that he could run an operation himself and they could all profit handsomely. He rents an executive office” (secretary and phone supplied) and he slams the long distance carrier from one carrier to another. When he transfers the lines from one carrier to another, he takes selected lines and disconnects them and reconnects them by having a third long distance carrier “pick” the number. In the confusion of changing carriers, the lines are never missed. After several days, the manager quits and sits in his office and answers the phone and does deals off the owners advertising and previous customers. When they wanted to renew, he would convert them from the owners location. He was never prosecuted because the owner didn’t want to look like a cuckold! In every one of the these scams, the police basically blew the owners off. On of them even went to the U.S. Attorney and couldn't even get an interview. 

The point is everybody we know in the industry has been plagued by employee and partner theft. You can cut down or eliminate it if you keep tight records DAILY and be on guard for various warning signs which we have compiled from out consulting customers' thefts. Most or all of these thefts occurred because of not adhering to the operational guidelines