TINNEY SAYS, "I'd like to think we're making a real difference in people's lives."

Going the Distance

Posted November 19, 2009

I WAS RUNNING the other day, pretty much the way I do about four or five times a week. I love the peacefulness of it. The time to think. It’s one of my most productive times. This day as I came to the end of my normal route, I noticed a little path just up the way. I was tired, but it was a wooded path I had never taken and something inside of me said, “Keep going.” I kept running, and the ground became bumpy and rough. My legs were burning, and just when I thought I could go no further, I came to a small clearing. It was beautiful. The sun was on the trees like I had never seen before. An instant later, the magical light was gone. But for that one moment, it had been worth the pain. It wasn’t easy, but it was definitely worth the effort.

I think when it comes to helping people, it’s always easy when it’s easy. I mean helping people when it’s no big deal is great—but it’s easy. The tough part comes when it’s hard or appears almost hopeless. That’s when it takes the extra push. Oftentimes, doing the right thing is not easy. It’s like running that extra mile at the end of your route. It’s hard, but it’s almost always worth the effort.

I am a Senior Collections Representative at Regions Mortgage. Sometimes I am kidded about the word “senior.” I’m only 25. I like to think I was graduated up because of my view on the people that I serve. I deeply care about them. We have never met in person, but I feel I know them. And I know I want to work with them.

You tell me, what are you going to do when a man who is a very good customer gets cancer and is out of work for almost four months? He owns his own company and is a key producer. Now his income has come almost to a halt. He is supporting not only his own family, but also the family of his brother who recently died. And along with every one of us, he is going through one of the worst economic periods since the depression. He has missed payments and is at risk of losing his family’s home. He needs someone who can work with him, if at all possible.

Or what happens when the woman running a farm is unable to pay because the bottom falls out of her business? She endures one setback after another. What do you say to her when she is behind on her mortgage? After everything she’s been through, I’m motivated to do everything I reasonably can. Yes, there are those who just try to get out of making their payments. But there are many good people who have just run into bad times. If you have the ability and willingness to continue making payments, most of the time we can work with you.

When I started here in 2004, it was pretty low key. But times have changed. For many people, it is critical now. People need our help, so we’re going to do everything we can to try to work with them. Sometimes we can’t, and that is just a fact. There are certain situations that we just cannot remedy. But we are going to look at them as people in need, and we’re going to go the distance to fight to help them. Most of the time, we start as strangers on the phone. But I don’t think we end up that way. It hurts to struggle financially. And when we call them, I know they are anxious. But if we can work with them to get them back on track, it’s better for them and for us. It’s just good business sense. But it’s more than business sense. It’s common sense, and it’s compassion.

I come in every day and talk to a variety of people with different, but similar challenges. Social Security benefits have been cut, jobs lost, and sickness, divorce, death. It’s daunting, and I know it’s scary. But one thing I want to do is give them hope. Not false hope, but hope in the fact that I care. That we care. And if we can work with them and help them, we will.

In life, it’s so easy to stop when it’s tough. As it is in jogging or in business or in problem solving. When it seems hopeless, it’s easy to give up. In the movie, “Field of Dreams,” I love the line, “Go the distance.” You know everyone said, “Stop. Give up. Don’t do it.” But Ray Kinsella kept going. And it made all the difference. I like to think we go the distance. And I’d like to think it’s making a real difference in people’s lives.

AUSTIN TINNEY, Senior Collections

comments (36)

That is a beautiful story. More people should extend their hand to help others.

Robin Polk

Your story really inspired me. In these troubling times we need to have affection for other and a willingness to do all we can do to make lives better and in many cases just bearable. Thank you for your convictions to do the right thing.

Tricia Wolfe

Excellent Inspiring Story!

Robert Kopald

This is wonderful! It makes me want to strive to learn more ways, that i may not be aware of, to help those in need. Small or large, you said it in so many words, we are living in same world and deserve a little respect and compassion. Thank you for sharing!

Megan Boyd

Austin, stories like yours make me very proud to work for Regions. It's heartwarming to know that we have people in our organization who truly care about our customers. And by sharing your story, you will help other associates gain a postive perspective. Thanks so much for giving us a glimpse of your world!

Sherry Ammons

I really enjoyed this story. I have gone through some tough times myself, and have felt as if no one really cared. It is so nice to know that there are people that do care and want to help others.

Mary Ann Clements

What an inspirational story?! During this time of economic crisis, it is nice to know that there are people in this world who really care about the welfare of others.

alicia crespo

Thank you so much for your story. It helps me to remember we do change lives working at Regions.

Jason Jacques

You truly are an inspiration...Many of our associates, including myself, can take a lot of valuable information away from this!

Casey Robinson

To be so young and so full of compassion and understanding. Tomorrow, it could me, you or any one of our family, friends or fellow employees in the same position. The world would be a better place if there were more Austin Tinneys. Thank you for sharing your wonderful story.

Brenda Dolin

This is the perfect attitude we should all use as example. Being in the collections department during these tough economic times can be trying, but to keep such a wonderful attitude and the willingness to go the extra step, is inspiring.

Bobbie Morton

Beautifully written and heart warming. I'm glad there are others who genuinely care.

Trisha Dukharan

Your story was really touching. I love the way you view them, not just as customers but as people. When you're going through rough patches in life it's good to know there are people out there who are willing to help.

Charlotte N. Robinson

Great site .. and aligns with our core values. Shame we don't see more stories like this on our nightly news and makes you feel proud to work for Regions. Thanks.

Jeff Zimmerman

Wow Austin! Very inspirational, thank you.

Iryna Paulava

Isn't it funny when something comes across that really touches you. This is a great story. And for you to be so young and have so much compassion to help is great!!

Krystal Funderburg

This is a moving story! Thank You for inspiring me to do my best to help our customers! I may just be a Teller but I'm the one our customers see the most so if I do my best to care for them then they know Regions cares for them too! Thank you so much for sharing with us!

Rebekah McCoy

Great story. I'm glad we have people like you with compassion for our customers. I'd hate to think that we make these loans to people and then give up on them when times get rough. Keep up the good work and keep going the distance - you'll be the winner in the end.

Diane Spears

Our customers are so fortunate to have caring people like Austin who genuinely care about them. Sometimes it is easy to get caught up in Corporate America and leave the heart felt feeling out. Thanks for the story.

Peggy Page

I enjoyed that story Austin, you seem wise beyond your years. I'm thankful to work for Regions and because of people like you, it makes it even better. Thank you.

Dena Klobe

Love the story. Sounds like a tough job to do during times like these, but you seem to have a really positive attitude. It's contagious.

Lindsie West

I REALLY LIKED THE STORY. IT IS ALSO VERY HELPFUL TO LISTEN AND WEAR A SMILE TO LET OTHERS KNOW EVERYTHING IS GOING TO BE ALRIGHT.

JACQUELINE GARNER

Austin, in tough times like this it is a blessing to have someone like you in the position you are in. You really make a difference and we all should be more like you. Thank you for sharing such a wonderful story!

Diane Hubner

Inspiring story from an assiciate that always goes the extra mile - Austin - you're a great role model!

Carmella Teague

WOW! This is an Awesome Story and reminder to all of us! Proud of you Austin!! Keep Going the Distance, You are Making a Difference!!!

Marla Marshall

Austin, you have truly reminded us of why we are here. Thanks for sharing and continue to make the Difference!!

LaTasha Wright

THANK YOU, AUSTIN FOR SHARING THIS WONDERFUL STORY. I HAVE ALSO GONE THROUGH SOME REALLY HARD TIMES THE LAST SEVERAL YEARS. IT IS GOOD TO KNOW THAT YOU REALLY CARE. THANK YOU

BRENDA MILLER

Wonderful attitude and truly professional approach displayed by a Collections Representative. When We spread goodwill, Everyone benefits! Thank you, Austin.

mary flanagan

Austin, Its great to hear your story and know that there are so many people within our organization that care about our customers. As a branch banker, I often encounter similar customer situations, and it is comforting to know that people in collections and our customer assistance program want to help our customers whenever possible. Thank You!

Clay Cline

I am glad Regions allows the associates to exercise love and compassion to benefit those who are in need. Great job. Keep the good work up.

Purvis Chaney

Beautiful story, thank you for sharing your part into helping others. Looking forward to read more....

Geraldine Maffey

Go the distance... I got it! Your story is inspiring. Thank you.

Ella Shakeel

You are living our values and that makes me proud to be your associate here at Regions.

Barbara Brown

Austin, it's good to know that there are still people out there that genuinely care. I have also worked in Collections and we constantly got a bad wrap. There are collectors who truly care about helping their customers. This testimony should be read by all collectors. Collecting is a job, that also requires a heart. But of course, if you don't have compassion, you're just going though the motions. One day we will all need some help. So, It's best to sow some good seeds now, so u can reap some good later......

v williams

To be so young and that wise. OMG... Thanks for sharing your story. Terri

Terri Mathews

May God richly bless you for going the distance!!

Ann Brasfield