June 19, 2002
PROVIDENCE, RI -- Textron Financial turned its entire workforce toward customers yesterday in an unprecedented
event: every employee - from administrative assistants and loan underwriters to managers and even the CEO - called
up to fifteen customers to thank them for their business.
The brainchild of Jerry Britton, president of the company's Revolving Credit Group, this first Customer Appreciation
Day was used to express appreciation to customers, and to ask them how the business relationship can be improved.
"What could we do better?" and, "How would you rate the value of our service?" are two of the
questions that employees asked as they made these calls to existing customers.
"We expect to collect some valuable information as a result of this effort," said John Carey, president
of the Services Group. "But where we see the real benefit is in heightening employees' sensitivities to our
customers' needs. Every employee affects customer satisfaction in one way or another. All levels of our organization
-- not just the Customer Service teams -- need to understand the business challenges our customers face so that
we will be better equipped to address them," he continued.
The celebration continued with a new "Declaration of Interdependence" that will be published in the summer
issue of the company's quarterly newsletter for customers. This document sets forth the company's commitment to
making the experience of doing business with Textron Financial a pleasure.
In keeping with the fun-loving corporate culture at Textron Financial, special employee events also took place
throughout the company on Customer Appreciation Day. One division in Minneapolis hosted a rooftop barbecue for
office employees and local customers. The headquarters office in Providence sported a "Fifties" theme
to remind employees of a time when customer service was personal, friendly, and effective. An a cappella singing
group entertained employees at lunchtime while senior executives served apple pie and ice cream.
"You can't deliver good customer service without happy employees," remarked Stephen A. Giliotti, Chairman
and CEO. "We've found that our employees really respond to these sorts of fun events. They deliver greater
results when they enjoy coming to work, and I know that the customer hears the enthusiasm in their voices on the
other end of the line," he continued.
About Textron Financial
Textron Financial is a diversified commercial finance company with $9.4 billion in managed receivables and twenty-three
years of record earnings. Its market-aligned businesses provide lending and leasing to small and middle market
companies, and financial services that include asset management, syndications, portfolio servicing, and insurance
brokerage. Textron Financial also provides specialty finance for the golf, franchise, and timeshare industries.
Textron Financial is a subsidiary of Textron Inc. (NYSE: TXT). Additional information about the company is available
at www.tfc.textron.com.
SOURCE: Textron Financial