Manage people not just the processes

[9/14/2014 1:37:27 PM] Ami : Lol
[9/14/2014 1:37:31 PM] Ami : You ok today?

[9/14/2014 1:38:59 PM] Manager : hi

[9/14/2014 1:39:02 PM] Manager : how are you ?

[9/14/2014 1:39:16 PM] Ami : Just saw your email, made me laugh

[9/14/2014 1:39:25 PM] Manager : The Agent's

[9/14/2014 1:39:33 PM] Ami : Yes

[9/14/2014 1:39:35 PM] Manager : this whole loan process makes me very angry

[9/14/2014 1:39:45 PM] Ami : I can tell...

[9/14/2014 1:39:51 PM] Ami : (kiss)

[9/14/2014 1:39:54 PM] Manager : lol

[9/14/2014 1:40:12 PM] Manager : he can't just send a file in and say it is already set to close so do it

[9/14/2014 1:40:21 PM] Manager : The Processor has other ae's and other files to work on

[9/14/2014 1:40:57 PM] Manager : I am not frustrated at all right?

[9/14/2014 1:43:51 PM] Ami : As much wrong as you think is happening, there is an equal amount of good. If you focus on that good stuff, and work under that mindset then other people and processes will follow your lead. You are frustrated now, and processes are becoming more tense because they are following your lead. The Agent (or anyone else) will resent any process that you try to put into place that you come up with or initiate when you are frustrated.

[9/14/2014 1:44:36 PM] Ami : Love you girl. We should all focus on why and for whom we are doing this job

[9/14/2014 1:45:39 PM] Ami : People who can't afford to own a home are getting homes rented to them.

Homes previously destroyed are being put back into the marketplace

[9/14/2014 1:45:49 PM] Ami : Investors are earning a living

[9/14/2014 1:45:58 PM] Ami : We are feeding our kids

[9/14/2014 1:45:59 PM] Manager : thank you for the advice, I really appreciate it.  I am trying to be positive while helping to point out the negative and how we can improve

[9/14/2014 1:46:08 PM] Manager : you are right about all of it

[9/14/2014 1:47:37 PM] Manager : I feel like as the manager of the dept.  I need to emphasize that I am thankful that The Agent wants to succeed and is willing to help while helping him understand that there are procedures in place to make sure we don't rush and make mistakes.

[9/14/2014 1:48:22 PM] Manager : I also think The Processor needs to know that the AE's are our customers and we need to treat them as such, however, I don't want him to feel like The Agent "bullying" him to close loans is okay

[9/14/2014 1:53:36 PM] Ami : I don't disagree with any of that.  Just be conscience that For good change to occur, the people need to care. Why should The Agent care if we make mistakes?  Because it affects future business for him, and...?

I think that going above and beyond should be a core competency in a team member. If you agree, Maybe you could incentivize or help The Processor understand why  it's ok to change his normal routine. Routines make for boring less-purposeful jobs anyway.

[9/14/2014 1:54:06 PM] Ami : We are a people business.  Not just processes, as much as I hate that. Lol

[9/14/2014 1:56:00 PM] Ami : And if you feel like you are justifying why you're doing something, then maybe there's some "ego" that you could choose to remove.

[9/14/2014 1:56:07 PM] Ami : No judgment. Love you much

[9/14/2014 1:56:14 PM] Ami : You're doing an awesome job

[9/14/2014 1:56:47 PM] Manager : thanks

[9/14/2014 1:57:54 PM] Manager : I am by no means perfect and I am trying every day to be a better manager...it is a juggling act for sure

[9/14/2014 1:58:33 PM] Ami : None of us are or will ever be perfect.

[9/14/2014 1:58:55 PM] Ami : And part of the definition of manager is juggling. Always will be.

[9/14/2014 1:59:02 PM] Manager : lol

[9/14/2014 2:03:35 PM] Ami : What is coming out of you (all of us) is a reflection of what we're focusing on. If the intention is to work toward being a better manager every day, then there should be something positive that's going in and being focused on everyday.

That's what I'm learning for me anyway.