Textron Financial Celebrates Customers on its First Customer Appreciation Day.

Business Editors

PROVIDENCE, R.I.--(BUSINESS WIRE)--June 18, 2002

Textron Financial is turning its entire workforce toward customers today in an unprecedented event: every employee - from administrative assistants and loan underwriters to managers and even the CEO - will call 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 will be 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 will ask as they make 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 continues 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 are also taking place throughout the company on Customer Appreciation Day. One division in Minneapolis will be hosting a rooftop barbecue for office employees and local customers. The headquarters office in Providence will sport a "Fifties" theme to remind employees of a time when customer service was personal, friendly, and effective. An a cappella singing group will entertain employees at lunchtime while senior executives serve 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.