The status quo is a dangerous thing. People become complacent and stop pushing themselves to be creative and innovative. My Penn State football coach Joe Paterno used to say "every day when you wake up YOU get to choose whether you will be better or whether you will be worse because you can never stay the same." His words still ring true today - the world will not stop advancing to wait for your complacency. You have to push yourself every day. Find the little things, the inches that will make the difference for you in your business and your life.
At Quicken Loans, we focus on giving our clients the best experience they can find anywhere. We look for every inch that will move us miles past good, to achieve great. "Good enough" is never good enough. "Good enough" is the enemy of great!
We ask all of our team members to keep a high level of awareness of the things they, and their teams, could do better. That is the only way to achieve exponential growth - having all of our team members make themselves, and our company, better every day. And it works - our team members have given us brilliant technology, and processes just by asking: 'how can we be better? What is missing?'
It's all about focus. What you focus on you find. What you focus on grows. What you focus on you become. So, what do you want to become? If you want to be great, think about what you can focus on to give your clients the best experience possible. You will see it when you believe it.
What can you focus on to keep your clients coming back? After more than 12 years at the helm of Quicken Loans, I can tell you one thing - it's not obsessing about the bottom line because numbers and money follow they do not lead! It's about how you work as a team. It's how you treat your clients and each other. It's your dedication to be the greatest version of you possible. When you focus your energy on these truths, your bottom line will take care of itself.
Bill Emerson is CEO of Quicken Loans, the nation's second largest retail mortgage lender. He will be speaking at the NAHREP National Convention CEO Townhall on Tuesday, October 14 at 9:00 a.m.