A Message from the President A Message from the President "Egalitarian vs. Elitest"
Our egalitarian approach to business is based on beliefs that are deeply rooted in the inherent dignity and equality of a person regardless of one's station in life, society or our company. This view applies to our employees, customers, and investors alike. Contrasting this, is an elitist view - an "us" and "them" perspective - reminiscent of a caste based social system. This "holier than thou" attitude is ultimately a form of degrading others in order to place oneself above them. Regardless of our customers' socioeconomic situations, we are careful not to become elitist. We are conscious of the trap of inflating self worth at the expense of another human being. Therefore, we actively promote egalitarian ideals. The root value of this is kindness.
Experience tells me that people who need to put down others in order to build themselves up eventually tear down and damage everythingthe team, the store, and company performance. Elitists have a great difficulty with the principle of fairness. At the foundation of fairness is the basic respect of another person, which is the foundation for integrity, honesty, and direct dealings with others.
Egalitarians, however, rarely miss a beat in their relationships, because they respect people and don't play power games. Our managers accept power with grace, showing their true character; they don't get hung up on status and title. They help team members learn and excel in the service of customers. They leverage people's potentials and strengths. Egalitarians are by nature kind people - and the kind of people we hire and promote.
JUNE 2023 NEWSLETTER ISSUE 18
M g p Promotions 2 Webinar Schedule 2 New Hires 3 Jewelry Training 4 Employee Spotlight 5-6 Top 5 Sales & Lending 7 Top 5 Stores 8 In the News 9-16 Customer Reviews 17 Celebrations 18 Mission, Purpose & Values 19
Management Camp
San Juan, Puerto Rico
PROMOTIONS
Samira Fraiha Torrealba
Manager Trainee
Orlando 1 Store (OR1)
Florida
Madeline Burgos Vazquez
Key Holder
Carolina 1 Store (CA1)
Puerto Rico
Back row: Jose Reyes (SM, GY1), Gethin Huckle, Nelson Batista (RL, PR), John Thedford, Joe Genovese, Jose Hernandez (Trainer), Pedro Galarza (RL, PR). 2nd row: Edwin Lopez, Jeffry Colon (SM, SJ3) Luis Camacho (SM, CG1), Keith Sexton, Yashira Reyes (SM, HU1), Alexandra Aquino (SM, BY2), Jose Muniz (SM, GA1), Magaly Cardenales (RL, PR), Jennifer Kanistras.
Front row: Kevin Ramos (SM, SJT2), Rosa Wedge, Javier Perez (RL, PR)
Webinar Training Schedule 2
June 5 Customers' Needs Over Wants June 12 Creating Team Spirit June 19 The Presentation June 26 Christmas in July Special Edition
When considering our Customers, we use 3 rules:
People like to do business with people they know and trust. This is true for customers and employees alike. Customers who have developed stable, long-term relationships with our managers and our store staff do more business with us. Some customers are more profitable for us than others. They pay service charges on time, and require less attention and service because we're mutually efficient in conducting transactions.
Kindness and fairness are free to give, and pay dividends in word-of-mouth business growth. Our world class customer service and favorable policies attract people who want to be treated fairly and feel as though they have an inside track to the company.
WEEKLY WEEKLY WEEKLY WOW WOW WOW
We love getting Weekly Wows! Submit your WOWs to:
Jbrownewell@smg.inc
jgarcia@smg.inc
Thank you Anybell Flores for your graphic design work on the WOWs each week!
Karla Bernier Alvarado
Guayama 1 Store (GA1)
Puerto Rico
Anisa Anthoney Antigua Store
Lesser Antilles
Dawn Bourne Oistins Store
Barbados
Lauren De La Torre
Tampa 4 Store (TP4)
Florida
Jose Vasquez Diaz
Corporate HDQ
Florida
Deandre Ingham
TCI, Uptown Store
Turks & Caicos
Xionet Melandez Maldando
Orlando 3
Florida
Jose Nieves
Carolina 1 Store (CA1)
Puerto Rico
Maria Figuero Ortiz
Arecibo 1 Store (AR1)
Puerto Rico
Ivan Rodriquez
Bayamon 2 Store (BY2)
Puerto Rico
Xiomara Rodriquez Rivera
Orlando 3
Florida
3
1 2. 3
We are excited to welcome our new team members!
JEWELRY TRAINING
Ring in $28,221 Sales in May!!
Sell what the customer needs, not what they ask for!
When asking customers what they want to buy, they often answer based on what they have seen before or what another salesperson has shown them. I have found in many cases, there is something better suited to their needs than what they are asking for; but they don’t know what they don’t know. As a sales professional, it is your job to find the best product for them, even if it is not what they wanted to see.
The way to figure out what is best for the customer is to ask questions so that you know what features and benefits will accomplish their goals.
For instance, I often hear people say things like, “our customers will not buy 10K gold", but in the case of someone who is in construction, that wants to wear a wedding band every day to work, and wants it to last, it is your job to educate them so they know that 10K is the right choice due to its strength and durability
Selling that construction worker, a 14K or 18K wedding band because they asked for it, without explaining the features and benefits of 10K, is a disservice to that customer since it will likely bend, break and wear out and will undermine your longterm business and repeat customers.
This is true with general merchandise as well. For instance, a person who is not in construction may come in for a drill to do a home project. He tells you he wants to buy the Craftsman or Black & Decker. You ask questions and find out he is building a good-sized deck.
In this case the right thing to do is to explain that he would be better off with a DeWalt for this project as it will make the job easier, faster, won’t burn out and will last for future projects. Selling the underpowered drill because the customer asked for it is not in their best interest and will likely lead to a future complaint, return, or the customer may just never come back Don’t let the last salesperson or the customer’s pre-conceived ideas influence what you show them Ask the right questions and guide the customer to get what it is that they really need
Tax Exempt B2B Wholesale Sales using vendor “NY Diamonds”. Disbursement to use is “other scrap refine revenue”.
Congratulations to OR4 with a Home Run Sale of $6000 with $5500 Profit!
Jewelry
4
This is how a true sales professional builds their business; through world class customer service to get the customer into what is best to fulfill their needs, wants and desires. Training in Freeport, Bahamas!
EMPLOYEE SPOTLIGHT MEET
Mariadela Gamero Senior Accountant
What’s your current role?
I'm the new Senior Accountant. I'm helping the accounting department with reconciliations, sales tax..etc.
Top goal for 2023?
My goal this year is to stay committed to growing and learning in all aspects of life.
What brought you to our company?
I found the pawn industry to be interesting since it not only generates business through pawning but also through offering other financial services.
Do you have any pets?
We have a gecko at home named best friend and about eight albino turtles called Ruble, Marshall, Chase and the rest of the Paw Patrol cast. My 5 year old son named them all.
What do you enjoy doing outside of work?
Outside of work I like to exercise at Orange Theory, the gym when possible and take my son to the beach.
5
EMPLOYEE SPOTLIGHT
MEET
Daniel Holman Financial Analyst
What’s your current role?
My role here is a financial analyst which will entail providing reports from both a daily and weekly standpoint.
Top goal for 2023?
The goal for 2023 is to try to cover as much ground as possible in understanding this unique industry. I have met some great folks that really have done a ton to share the knowledge they have.
Where are you from?
I am originally from a place called Mountain Brook, Alabama but moved to the Alabama coastline for high school. I relocated to Orlando in 2017.
Do you have any pets?
We have a rescue dog named Coco that's 8 years old.
What do you enjoy doing outside of work?
As far as hobbies go, I like to travel with my wife as much as I can.
6
MAY MAY TOP 5 SALES & LENDING ASSOCIATES TOP 5 SALES & LENDING ASSOCIATES #2 7 #1 Alexis Areizaga ORLANDO 9 $87,681 Jose Pagan ORLANDO 7 $76,613 #2 #3 $71,264 #4 $64,814 #5 Estefania Rivera MIAMI 1 $61,548 Heidy Mena-Zamora MIAMI 1 Abiann Gayle CAYMAN
MAY MAY TOP 5 STORES IN NET REVENUE TOP 5 STORES IN NET REVENUE #2 #3 8 #1 MIAMI 1 Store Manager: Eloy Estrada $201,033 HAINES CITY 1 $138,506 #2 #3 CAYMAN Store Manager: Joicelyn Henry $135,215 #4 WEST PALM 1 Store Manager: Jihad Saadeh $118,061 #5 PONCE 1 Store Manager: Ricardo Rosado $116,620
IN THE NEWS
Loan Growth Season is here!! Check out some of our Region Loan Rallies. Commit to using HEHA and 100% execution of "Loan and Sales Standards"
9
Galarza Region practicing NEHA at their Loan Rally in Puerto Rico!
DeAnada Region Role Playing at PLO Rally!
Armijo Region Loan Rally Practicing Loan Standards for VS1 & VS2!
10
IN THE NEWS
Loan Rally Skibinski Region!
Edwin Lopez recognizing some Top Performers!
Cardenales Region at their Loan Rally!
11
IN THE NEWS
This is Perez loan Rally & Top Performers!
Magaly's Puerto Rico Region Loan Rally!
Kingston 1 & 2 and Portmore PLO Loan Rally! Kingston 2 the winner of Who Wants to Be a Pawnbroker competition!!
Loan Rally Skibinski Region!
Great event Kissimmee 8 store! Tons of people and new customers!!
12
IN THE NEWS
Keith had a cook-out for our corporate team!
13
IN THE NEWS
Tampa 1 Tent Sale - Will and his team making it happen in Tampa!
Tampa 1 Tent Sale - Will and his team making it happen in Tampa!
Tampa 1 Store Manager William helping out customers! Deals, refreshments and lots of fun!
Steven from New Smyrna store (VS2) won at Champions Gate last weekend. Congratulations!!!
a whopping
does this turn into? The Highest Net Revenue!!
14
IN THE NEWS
Jeannette Maldonado and Karola Santiago hold the regions highest PLO balance! Jeannette with $112,000 and Karola with
$175,863...what
Kissimmee 5 store lunch bet!! Hit budget with 5 days left in the month!!
Kerwin Boxill's Region Rally time! Oistins Loan rally with Dionne Luke, Tameka Payne, Keanna Drummond and Tianna Cumberbatch!
Bridgetown & Oistins teams. Dionne Luke, Dawn Bourne, Tashara Pilgrim, Kerwin Boxill and Saiday Thorpe celebrating together at Mimosas!
IN THE NEWS
15
Kissimmee 6 store Orlinelys sold Arc 90 $680 and Flex Wallet $3,000 this week!
Pleasant Hill store (KM8) Oni first $5k Flex Wallet sale!!
Los Vaqueros de Bayamón 1 lograron obtener 90 Googles Reviews ⭐⭐⭐⭐⭐ en una!!
Kissimmee 2 store Roberto Cintron is the Top Sales Person of the Week at $70,867 in productivity!
16
IN THE NEWS
Happy Mother's Day to the amazing Mother's at Kissimmee 6 store!
Mother's Day Basket winners at Cayman!
Pleasant Hill store (KM8) Mom's with their gifts, thanks for all that you do!
What Our Customers are Saying
Great values & teams! Great values & teams!
La Familia pawn is very friendly, attentive and thorough. La Familia pawn is very friendly, attentive and thorough. Fair to buyers and it's my belief they are the highest Fair to buyers and it's my belief they are the highest honorable pawn company in Central Florida! honorable pawn company in Central Florida! ..
This the place to be for great service! these guys came highly recommended and I wasn’t disappointed. Fast and courteous service and a friendly atmosphere. It exceeded my expectations. I got just what I needed. Please check them out for your next pawn or sell. Thank you to your store manager Mr. Rafael Sanchez for making this an awesome experience!
Renee has great customer service, she very intelligent and always smiling and knows her products well! �� She is the reason why I keep coming back to do business. Great personality keep up the excellent work!
17 Locations in Antigua, Dominica Grenada, St. Vincents, Bahamas Jamaica and Turks & Caicos
52 Locations in Florida and Puerto Rico
4 Locations in Kissimmee St. Cloud, Pleasant Hill and New Smyrna Beach
17
Celebrations! Celebrations!
Alysia Rivera
Angela Hawkins June 1
Sheila Cedeno Calderon June 2
Zavier Joseph June 4
Brenon Victor June 4
Kristopher Diaz Lopez June 5
Aldronie Desdunes June 8
Yenaisha Rivera June 8
Omar Sullivan June 8
Jeniffer Izquierdo June 9
David Quesada June 9
Antonio Flecha-Gonzalez June 14
Paul Padilla Soto
Xionet Melendez Maldonado
18
June 1
June 15
June
Renee
June
Nanci Wynn June
Gloriaida Malave June 18 Debrah Pagan Ramos June 19 Jeremy Ayala Diaz June
Raul Bamio June
Eloy Estrada June
Edgard Morales June
Sasha Gutierrez June
Pablo Cruz June
Jefry Colon-Torres June
Graces Sanchez June
Tosheri Brathwaite June
Jaime Matus June
Ethline Wilner June
Daniel Athaton June
Michael Rivenbark June
Jeniffer Izquierdo 12 years Rosaida Rosario 10 years Jason Cruz Nieves 9 years Bradley Leacock 9 years Edwin Lopez 9 years Xaymara Martinez 8 years Egnis Santana 8 years Luis Camacho 8 years Manuel Roman-Pujoles 8 years Jose Dominicci Arroyo 7 years Aura Archila Nogueras 6 years Marilyn Vasquez 5 years Juan Cuevas-Soto 5 years Jihad Saadeh 4 years Patricia Zuniga 2 years Ricardo Rivera Orellano 2 years Zuleyka Montanez 2 years Alexis Areizaga 2 years Michael Rivenbark 2 years Maribel Campos 2 years Jhensy Acevedo 2 years Yaidimar Colon Suarez 2 years Otto Irizarry Alvarado 1 year Vanessa Barreiro 1 year Tosheri Brathwaite 1 year Julie Brownewell 1 year Jam Cabrera 1 year Kimberley Headlam 1 year Yagaira Marrero 1 year Antonio Roman Medina 1 year Edgard Morales 1 year Sherly Burgos Navarro 1 year Rochelle Sherwood 1 year
15
East
16
18
19
20
22
23
25
26
27
27
28
28
28
30
30
OUR MISSON
To be the largest and most profitable chain of pawn stores in the world.
OUR PURPOSE
To be the best at whatever we do; because our family, customers, community & company deserve it.
Great Teams
Excellence in Every Role Green and Clean Open Culture of Trust and Accountability
Celebrate Our Accomplishments
Corporate Office Address: 2600 Lake Lucein Dr., Suite 116 Maitland, Florida 32751 Tel: (407) 478-7296
CORE VALUES
19
