Business Philosophy

Essential business philosophy:  I grew up in the wholesale insurance business, I learned it at my dad and mom’s table. I learned what kind of relationships agents and companies need to have. When I came here I made the decision to create the kind of company that an agency would like to represent, and I work on that every day. I try to think of the agent’s issues and put myself in their shoes. It all comes from a little more humble attitude, in thinking what do they need.

Best way to keep a competitive edge:  We do a lot of things differently. For example, our voice mail is only on after-hours. And every agent knows the cell phone, home phone and vacation number of everyone on the executive team, so they are available every day. It’s part of our philosophy of serving the agents. We try to turn quotes around faster, put more authority in the hands of agents, and respond more quickly.

Yardstick of success: Happy customers.

Goal yet to be achieved: Having the investment community recognize what an unusual and excellent company we have built.

Judgment calls

Best decision: Building this company around the [concept of] providing the same kind of exceptional customer service I learned working in my dad’s agency. All of the success we’ve had has sprung from that.

Worst decision: Ignoring the bad gut feeling I had about an agent we appointed years ago. He turned out to be dishonest.

Toughest decision: Leaving divinity school and giving up what I thought at the time was my career. I believed I could have a broader impact in the private sector.

Mentor:  My dad, a guy who’s been in the business for 50 years and has a stellar reputation. He taught me about personal integrity and about the things that are important in life. He always offers excellent insights but only when I ask.

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True confessions

Word that best describes you:  Intense.

Like best about your job: Empowering people and allowing them to achieve the things they are capable of achieving.

Like least about job: Dealing with the public markets as a company. The market has nothing to do with the reality of what we do.

Most important lessons learned: You only get a reputation one time. Every day when you get up, if you can look at yourself in the mirror, you’re doing some thing right.

Person most interested in meeting:  I would most like to meet my son and daughter as adults who think ethically and love what they are doing in their lives.

Most respected competitor:  Markel Insurance Co. I admire that they have stuck to what they do best and they keep doing it.

First choice for a new career: I’d own and operate a landscape nursery.

Etc.

Award/honor most proud of: I really don’t care about that kind of stuff. If I have to pick one, I’d say it’s the little plastic trophy that says, “World’s Greatest Dad.”

Most influential book: Other than the Bible it would have to be Tom Peters’ “In Search of Excellence.”

Favorite movie: “To Kill a Mockingbird.”

Favorite restaurant: The Sassafras Saloon on 2nd Street.

Favorite vacation spot: Any island in Maine.

Favorite way to spend free time: Fishing with my son. I’d include my daughter but she’s only 3 and doesn’t fish—yet.

Automobile: 1994 Toyota Land Cruiser.

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