Risk & Business Magazine Gifford Associates Fall 2017

16 WELCOME feature PATRICK LENCIONI: CONQUERING TEAM DYSFUNCTION CONTENTS 3 LETTER FROM THE OWNER 4 SAFETY IN THE HOME Reducing The Risk 6 WHAT KEEPS YOUR INSURANCE BROKER UP AT NIGHT? 8 HUMAN CAPITAL RISK MANAGEMENT 9 A WORKAHOLIC’S LESSON ON LOVE & LOSS Lindsey Boggs - From The Ritz To a Padded Cell 12 BE A BETTER LEADER Be More Like Your Heroes 14 TEAM CULTURE There’s An App For That 20 ARE YOU AN ACCIDENTAL DIMINISHER? Diminishers Vs. Multipliers 22 IS CAREER REINVENTION IN YOUR FUTURE? 24 MIKE MICHALOWICZ A Simple Technique To Skyrocket Productivity 25 PREVENT PIPES FROM FREEZING AND BREAKING 26 INTERVIEW FOR SUCCESS Asking the Right Questions 28 EASIER SAID THAN DONE! Sales Insights 30 SAFETY IN THE SNOW Winter Tips Welcome to the fall edition of our Risk & Business magazine. For those of you who have been following our journey, welcome back. For those who are new to us, welcome aboard. The pace of change in the insurance industry that I have referred to in previous editions continues to accelerate. As an example, by the time you are reading this, it is expected electronic liability slips for automobile insurance will be allowed in Ontario. No more paper pink slips! As a result, we need to constantly adjust our systems to accommodate the many changes being contemplated (including, as an example, the electronic delivery of policy documents). All these changes are made with the view to make it easier for the consumer to purchase our service or product. This is no different than any other business; make the customer happy and they will continue to purchase from you. However, the regulatory controls (especially in the financial services industry) and legislation imposed upon businesses by the various levels of government continue to be difficult to manage in conjunction with the consumer’s expectations, especially for small business. Often time, it’s not the change itself that is causing the difficulty, it’s the pace. It is difficult to manage the change when it happens (or is imposed) so quickly. I don’t know about each of you, but my crystal ball can be a little cloudy when trying to anticipate future events. We have thousands of clients along with thirty-five employees and their families relying on our ability to manage the change process effectively. Indeed, a humbling responsibility. I believe we can all relate to this situation, whether it’s our personal or business life. It is the ability to relate that makes our firm unique in this industry. It’s easy to say you can relate to your client, but can you relate from a call centre in Toronto or elsewhere? We are here, we are local, and if you say “the market,” we know what you are talking about. When we talk traffic, weather, and the Senators, we talk as neighbours and hopefully as friends. Change will not affect that relationship; it may just change the way we say it. Have a great end of year and we’ll talk soon. Sincerel y, Jim Mahood GIFFORDASSOCIATES.CA 3

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