Risk & Business Magazine McFarlan Rowlands Spring 2017

16 feature ABOUT TED * : A TALE OF EMPOWERMENT CONTENTS 5 LETTER FROM THE CEO 6 MCFARLAN ROWLANDS Community Feature 7 MCFARLAN ROWLANDS IS GROWING! 9 PROSPECTS FOR PENNIES Find Gold In Abandoned Advertising 10 CUSTOMER SERVICE VS. CUSTOMER EXPERIENCE Knowing The Difference 12 UNMISTAKABLE HABITS OF IRRESISTIBLE PEOPLE 14 ONE DAY A WEEK This Entrepreneur More Than Doubled His Revenue 20 COACHING: It’s An Ongoing Process 22 SEVEN SIGNS YOU ARE GOING TO BE SUCCESSFUL 24 TOPGRADING SNAPSHOT How I Avoided A Costly Mis-Hire In One Minute 26 PROTECTING YOUR BUSINESS IN THE EVENT OF A DATA BREACH WELCOME It is my pleasure to welcome you to our fourth issue of McFarlan Rowlands Risk & Business Magazine. We’ve been keeping busy at McFarlan Rowlands over the winter months, adding a new team of employees to our Tillsonburg branch from the former BDA insurance team. I am excited to welcome the BDA insurance team to McFarlan Rowlands. They are an ambitious, educated team of brokers who hold strong connections in their community. This move increases our presence in Tillsonburg and the surrounding area, strengthens our depth in the current marketplace, and reaffirms our company as the premier independently owned brokerage in Southwestern Ontario. In other news, we were happy to partner with Gore Mutual Insurance in November 2016 in donating $20,000 to the St. Joseph’s Health Care Foundation to fund an important screening program for preschoolers called the iSee program. The iSee service currently screens young children from the ages 18 months to four years old in London, Ontario, for amblyopia (lazy eye). Lazy eye, if detected at a young age, can be permanently corrected. We are delighted that our donation will allow the iSee team to screen an additional 2,600 children who may be at risk for amblyopia by expanding the program throughout Southwestern Ontario. The iSee screening process is relatively simple and uses portable technology so that screening can take place at locations within the community like community centres, daycare centres, and shopping malls. Please visit our website at www.mcfr.ca if you would like to learn more about how we support the communities we serve! We are constantly sharing news about where we are and what we are doing. We’d love to hear from you. Sincerely, 28 EZ GROW FARMS & HOMETOWN BREW CO. Big Things Are Br ewing in Norfolk County 30 NINE CRITICAL QUESTIONS INCREDIBLY SUCCESSFUL PEOPLE ASK THEMSELVES EVERY DAY Rodney Hancock, CEO MCFR.CA 5

Risk & Business Magazine McFarlan Rowlands Spring 2017 | Page 5