“A year and a half ago, a customer with a big personality came into our location to apply for an installment loan,” recalls Tamika, a customer service rep in our Simpsonville, South Carolina store. “I’ll call the customer Laura.”*
Laura had just landed a job with one of the most sought-after employers in the area. “She had one of the biggest smiles,” Tamika says. “We talked quite a bit about her new job and our families as I processed her application.”
Because Laura had just recently started her new job, she wasn’t able to get a loan that day. As Tamika gave Laura the news, Laura still managed to smile and thank Tamika for her time. Tamika adds, “I encouraged her to get a few more months’ employment under her belt and to come back and see me.”
Three months later, Laura did just that – and didn’t receive the news she had hoped for. She thanked Tamika for her time and said she would be back. She applied once more a few months later and we were again unable to assist her. Disappointed but still smiling, she walked out of the store without saying she would be back. “I thought she was probably going to give up on Check `n Go,” Tamika says.
Nearly a year after that last visit, Laura showed up at the Simpsonville store with her daughter, who needed money for car repairs. Laura told Tamika, “My daughter needs help, and you were the first person I thought about.”
Tamika processed the daughter’s loan application while Laura sat patiently, knitting (and still smiling). “I was so excited when the approval popped up on my screen,” Tamika says. “Laura’s daughter walked away with a check for $2,750, enough to make her car repairs. And because I entered Laura’s information into our referral system, Laura would receive a $50 gift card for the referral.”
Both mother and daughter were thrilled when the loan was approved, but Laura didn’t say anything about applying for herself again. Tamika didn’t mention it either, because she didn’t want to risk spoiling the happy moment.
About a month after her daughter was approved, Laura showed up at the store and told Tamika she wanted to try again. Tamika was more than ready to help. “I reminded Laura that Check `n Go is a household name, that we’ve been in business for more than 20 years and that our mission is to provide real money solutions for real people. As we processed the application, we caught up on what was happening with her job and our families. I crossed my fingers, said a little prayer and hit The Choice Loan button. She was approved for a loan from $605 to $650!”
Laura was shocked when Tamika gave her the news. Tamika says that as she began to explain the details of the loan, Laura interrupted her with: “Do you know why I continued to come to your location over every other company, even though you couldn’t help me at the time? Your service is remarkable. I always feel warm and welcomed – just like family. You have always shown concern for me and my needs. You have always made the process easy, even when your lobby was full of customers. And today I can see that you are just as happy for me as I am for myself.”
Tamika concludes, “That day, Laura walked out of my Check `n Go with a $650 check – but she said that her experience was ‘priceless.’ As I walked out of the store that evening, I was proud to be part of this organization.”
*The customer’s name has been changed to protect her privacy.