American Check Advance

OUR CUSTOMER SERVICE

We hold our team to the highest customer service standards. Here are some of the ways we work to give you the best possible service:

“LAUNCHPAD”—New Team Member Program: Our company’s owner meets personally with every new team member. This purpose of this meeting is to go over the high expectations we have for our customer service team, to review the extensive training and review systems we use, and to get a pledge from each new team member concerning his or her commitment to the idea of excellence in customer service. These written pledges are found in the lobby of our office.
Our 20 BASICS of Customer Care: Each team member is coached in sticking to a list of 20 customer service basics. While we know no team is ever perfect, this is the ideal minimum that we always strive for. You’ll find that our team members carry a card with these 20 BASICS and our mission statement at all times. Try us!—ask to see a card the next time you’re in!

We always answer the phone within three rings, then never leave a customer holding for more than 30 seconds.
We always greet our customers as soon as they enter our office.
We always smile at our customers: in person and on the phone.
We always make eye contact with our customers.
We always use “Mr.”, “Mrs.”, or “Miss” whenever it is appropriate.
We always use “yes, sir” or “no, ma’am,” “excuse me,” “please,” and “thank you” with our customers.
We always respond with things like “GREAT!” or “TERRIFIC!” when we’re asked how we’re doing, because we know it will help us really feel that way any time we don’t.
We always make our customers feel welcome not only by what we say, but by how we say it.
We always ask our customers to do things, using requests to get any cooperation we need.
We always personally engage each customer whenever possible.
We always make sure not to air dirty laundry or bad moods in front of our customers.
We always take our time and give our customers all the information they need—on the phone and in person.
We always make sure our customers understand anything they sign or agree to.
We always attempt to ask “would you like to do the same amount or move it down?” when customers pay off and say they want to do another check advance.
We always apologize if we can’t deliver 100% in any way—and especially if we have to send a customer to the bank to cash a check.
We always respect our customers’ privacy.
We always use our customers’ names in conversation with them, and we work to remember our established customers’ names.
We always err on the side of our customers when we are unsure of how to handle a tough customer care situation.
When there’s been a problem, we Make It Right, then Make It Up.
We always end a conversation with our customers by 1) asking them if there is anything else we can do to help them and by 2) wishing them a “nice day.”

Ongoing Training and Review: Our team receives monthly training in customer service. This includes written and verbal instruction. We also employ a secret shopper service to evaluate our team’s performance. Additionally, each staff member is reviewed in their implementation of our 20 BASICS every three months, and in between as needed.