Spotlighting one of our amazing team members behind our human+tech approach to subservicing, TMS sat down with Johnny Spagnola, Vice President of the Servicing Division, to learn more about him and how TMS’ best-in-class professionals paired with their best-in-class service is great for all of his customers.
Q: What’s your favorite quote/motto to live by?
I’m a big Mark Twain fan, he provokes outside of the box thinking and he’s very funny as well. My current favorite is:
“Twenty years from now you will be more disappointed by the things that you didn’t do than by the ones you did do. So throw off the bowlines. Sail away from the safe harbor. Catch the trade winds in your sails. Explore. Dream. Discover.” – Mark Twain
Q: What accomplishment are you most proud so far in 2020?
How TMS has prioritized the customer experience during COVID19. We made sure that everything we needed to support our customers was prioritized during this difficult time.
We take the time with each customer to educate; not to send them through an informal unempathetic assembly line which only leads to confusion, frustration, and ultimately delinquency for struggling folks.
I have been in enterprise level organizations and never experienced anything like TMS; we truly are called to action, and our actions are our only truth.
Q: What tips would you give to lenders that are struggling with hitting high customer satisfaction scores?
First and foremost, you must make the customer experience the centerpiece of your organization’s culture. It must flow through the bloodstream of the company at all levels. The customer must be a consideration in all strategic decisions and objectives you make as an organization
Put resources, time and effort into studying what your customers are saying and put effective plans against those areas of opportunity. Make this critically Important to your organization and ensure that your leaders are in lock step on its Importance. Measure, iterate, and continuously improve and never stop.
Ensure that you have the right mechanisms to get a relevant sample size of feedback from your customer base to help you understand where you can improve and to make sure you are on the right track with any changes you have made – an after call survey for example.
Q: What’s one thing our clients don’t know about TMS Servicing that they should?
We truly are unicorns in Servicing. What do I mean by that? Well, we are doing virtually everything differently than our peers in an effort to provide the Rock Solid Service and care that all homeowners have come to expect, but few receive.
From how we source and hire, to how we support and nurture our unicorns (team members) through rigorous training and engaging culture, to how we operationalize our strategic objectives in strict alignment with our Core Values, we are unicorns.
Q: What exciting things can people watch for from TMS over the next year?
We continue to grow exponentially and garner new opportunities to spread unicorn joy across the country. 2020 and beyond will be more of that!