Identity theft can creep up and take anyone by surprise.  It can range from simple credit card fraud to something much deeper that seeks to steal your good name for sake of fraudulent accounts and purchases.  The scariest part is that, often, you never know its happening until it’s too late.  The Federal Trade Commission provides a great overview of identify theft.  In their article, they outline six ways an identity can be stolen: 

• Dumpster Diving/Trash Picking – sifting through your trash looking for personal information on bills or other paperwork.   
• Skimming – stealing your credit card numbers using a special storage device installed on credit card processing machines
• Phishing – e-mail or pop-ups on your computer that trick you into releasing personal information
• Changing Your Address – your mail is diverted to a different address by the completion of a change of address form
• Plain Old Stealing – physically stolen information from wallets, mail, or other sensitive paperwork
• Pretexting – posing as a legitimate professional to obtain personal information from a bank or other financial institution

But you don’t have to be a sitting duck.  There are ways to reduce your risk and avoid the headache.  Investopedia’s article, Identify Theft: How to Avoid It, provides these great tips on reducing your risk of being a personal victim:

• Protect Your Social Security Number – don’t print your number on any form of personal identification or carry your SS card in your wallet or purse
• Protect Your Mail – try to minimize the number of offers coming into your mailbox by opting out of pre-approved credit card offers at https://www.optoutprescreen.com/ or by calling 888-5OPT-OUT.  Have your mail held when you are on vacation.  And for outgoing mail bills be mindful of how complete your information is.
• Protect Your Trash – shred anything that contains personal information before tossing it in the trash.  It doesn’t take much for someone to use a few pieces of information pieced together.
• Beware of the Telephone – never give out personal information unless you have initiated the contact. 
• Lock Down Your Computer – never respond to unsolicited emails or “look-alike” emails.  Protect your passwords and change them regularly. 
• Protect Your Wallet – instead of signing your credit cards on the back write “Please Ask for ID”.  Photocopy everything in your wallet including credit card numbers and contact numbers of the credit card companies so that if your wallet is stolen you can call to cancel your cards in a timely manner.
• Protect Deceased Relatives – obtain a dozen copies of the official death certificate and notify all pertinent financial institutions.  Remove the deceased from all joint accounts.  Also contact the credit reporting agencies and request a “deceased alert” to keep credit from being issued to someone else posing as the deceased.

A few simple steps or changes in behavior can help save you from a big headache and financial hardship in the future.  It doesn’t take much.  If you are interested in finding out what role insurance can play in safeguarding, please contact us to inquire.

Several years ago when Twitter became a popular social networking site, I became enamored with the sharing of information, access to relevant news, and especially the ability to follow trending topics.  In fact, before I knew it Twitter became my news source. Rather than using traditional media outlets, Twitter was the first place I checked online and certainly the first app I pushed on my iPhone.  Interestingly enough, I’ve recently taken what I’m referring to as a “Twitter hiatus”.  Some of my followers reading this article have most likely noted my absence and surely have been pinning for my next tweet. 

When I first engaged in Twitter, I specifically focused on areas of leadership, HR, employee benefits, human capital, etc. I found the conversations that occurred on Twitter fascinating.  My fascination quickly moved to commitment.  Then our firm launched a ‘social media strategy’ and even hosted forums on social media and gave presentations about the “why” and the “risks” of this new space.  We are committed believers that this new platform of social engagement is here to stay.

So, why the Twitter hiatus?

One of the questions that re-surfaces as I think about social media is, ‘how do we measure ROI?’ Now most social media types (myself included) are very sick and tired of this question, especially from financial types who want ROI for everything the company does.  Can’t we all just move on and accept the obvious fate that social media, like it or not, is here to stay?!  And herein lies the reason for my twitter hiatus – I needed to answer this question for myself. And, I believe I have.

Social media is a new way to have conversations, a new format for discussions, and certainly a new way to engage clients.  It allows us to have interactions with our followers or friends that otherwise might never take place.  We can share our intellectual capital in an open format where others can participate and help refine our thinking.  Maybe even, engaging social media is just part of being “in the game” and being relevant to our clients.  And that’s my ROI, Twitter hiatus takeaway – if we do not engage social media now in our current context we might not have a game to be in.

At L&A, we are learning on a daily basis! Through the Living & Learning at L&A initiative, we will share what we’ve learned on various topics in hopes it will free you to enjoy life. This month, our Employee Benefits Senior Account Executive, Cathy Annis, shares her inspirational story on weight loss and eating healthy.

Once upon a time, there was a woman who weighed 220 lbs at 5’6”.  Unfortunately, that woman was me.  I was 25 years old and in the worse shape of my now 50 year old life.  What changed this spiral down to a spiral up?  I had a 5 year old little boy ask me one day “Why are you so fat?”  When I could breathe again, I walked into my house and decided that day was the last day of my life that anyone would say that about me.

The following 6 months began a live-it!  Not a diet but, truly eating to live.  I devoured information on exercise, nutrition, and listened to anyone’s story about how to help on my new journey.  The path I took wouldn’t be found in any “how to” book and wouldn’t be recommended.  I ate one meal a day (chicken or fish, a green vegetable and a salad), drank a minimum of 64 ounces of water and drank a protein shake for breakfast and lunch. This broke all habits in a hurry – sugar, salt, caffeine, etc. I also started running – what a sight.  220 lbs. running down the road, but I didn’t care, I just wanted to be a normal weight.  After four months, I started to introduce a small breakfast instead of a shake and then finally, 3 regular meals a day.  I refused all desserts, snacks, drinks – other than water and the weight came off – 60 lbs.

I have to admit that I think about my weight just about every day.  Not in a bad way, but a check-in to myself.  I think about how much exercise I’m going to get or not get.  I think about any meals that will be eaten out so that I can balance my other meals appropriately.  Additionally, I make sure I drink at least 64 ounces of water a day.  My routine is such a part of who I am that I don’t even really think about it.  My family reminds me of how regimented I am at times, but to be healthy for what amount of life I will have is important to me.  I can’t imagine how I would be today if I hadn’t adjusted my lifestyle so many years ago.  I would be the statistic of high blood pressure, diabetes, joint pain, etc.  Instead, I can keep up with folks a lot younger than I!

I know I beat the weight loss roller coaster of keeping off the weight for so many years.  I took an additional 10 lbs. off a couple of years ago and feel even better.  And the plan for the future is to continue to maintain.

So for that little boy somewhere who is now 30 years old – thank you!

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In my last video, I talked about Planning to Win, referencing Zig Ziglar’s quote, “To be a winner, you must plan to win, prepare to win, and expect to win.”  I want to discuss the other two parts of that quote – Preparing and Expecting to Win. 

Preparing to Win

About preparation, Zig Ziglar said, “Spectacular achievement is always preceded by spectacular preparation.”  When we think of the game of golf, names like Niklaus, Palmer and Woods come to mind.  Whether or not you are a fan of the sport, these men have achieved greatness in the world of golf.

Because many of us see them only on their final rounds on Sunday afternoon, we don’t see the spectacular preparation (practice) that has enabled them to play their best when it was most important for them to do so.  In fact, my tendency is to believe their achievements are attributable more to their incredible preparation rather than their natural talent.

Lee Trovino said, “There is no such thing as natural touch.  Touch is something you create by hitting millions of golf balls.”  Arnold Palmer once said, “The more I practice, the luckier I get.”  In other words, if you want to win, you need to practice!

Expecting to Win 

Why are expectations so important?  That’s easy – because we tend to get what we expect.

We’ve all heard it said, “Expect the best; Prepare for the worst; Capitalize on whatever comes.”  That’s great advice.  Expecting the best indicates a positive attitude.  Preparing for the worst indicates a readiness for some unexpected hurdles along the journey.  Capitalizing on whatever comes indicates that we can make a positive situation out of whatever happens. 

If you look at the quote, it all starts with expectation.  If I’m expecting to win, you better believe I’m going to put all my effort into seeing that expectation to fruition.  If I expect to lose, there’s not much to prepare is there? 

So why not begin your process?  Whether we are talking about your career, your relationships, your financial situation or your golf game, ask yourself these questions:

• Where do I want to be in 1 year, 3 years, and 5 years from now?
• What do I need to plan and prepare to get there?
• What do I need to do to expect to achieve my goals?

In golf, they say that the most important shot is the next one.  Today is a great day to begin the process.  Plan, Prepare, & Expect to Win.

The birth of our daughter two and a half years ago spurred my husband and I to re-committed ourselves to each other and a better life.  This re-commitment birthed a lot of self-work and reflection.  Our journey started by talking to our good friend, Walter Sawatzky, who happens to be a life coach.  Walter led us in the direction of StrengthsFinder, an assessment that provides your top five strengths and suggestions for incorporating those strengths into your life and work.

The purpose of the assessment, at least for us, was to identify our top strengths in order to live a fulfilling and joy-filled life.  Think about it; have you ever had a project that just drained you or that you dreaded doing?  Is there something you continually put off day after day in hopes that it will magically be accomplished?  I know I have!

Now, think about the flip-side of that scenario.  Have there been days where you loved what you were doing so much that you lost track of time and felt energized by your work?  If so, you were most likely using your strengths.

Living in your strengths is fulfilling, energizing, productive and rewarding.  Discovering our strengths was more than just an assessment for my husband and I.  It was a way to understand who we are and what we can bring to our marriage, our family and our work.  So, what are your strengths?  Are you spending at least 80% of your time living in your strengths?  If not, what can you change to make that happen?

My Top 5 Strengths from StrengthsFinder

• Empathy
• Restorative
• Achiever
• Responsibility
• Developer

This picture was taken by my husband on our most recent get-away.  Click here to read more about our journey.

We are happy to have Jeff Kaliner as a guest blogger.  Jeff is the Founding Partner of Power Home Remodeling Group, the nation’s fourth largest home remodeling company with more than 1,200 employees and $135 million in annual sales.   

It’s no secret that the home improvement industry, among many others, entered a period of decline during the recent recession. When consumers lose their jobs and are looking to cut corners to provide for their families, seemingly extraneous projects — making upgrades to the exterior of the home for example — take a backseat to more urgent needs, like keeping the electricity up and running. That fact hit close to home for a company like ours, the nation’s fourth largest home remodeling company, offering energy efficient exterior home remodeling solutions, including replacement windows, siding, roofing, entry doors and home insulation.

At Power Home Remodeling Group, we took this opportunity to take a closer look at our day-to-day business operations and strategies to identify ways to remain profitable during the economic downturn. By implementing a few specific measures, we not only experienced a phenomenal three-year growth of 367 percent between 2008 and 2010, but we also expanded into new markets in 2011 including Long Island, Boston and Atlanta, creating several hundred new green jobs.

Here are just a few measures that worked for us during this uncertain time:

• Stick with what you know best — and do it well. Now might not be the time to introduce a new service or product that is not closely related to your core business. Unless that new offering is essential to keeping your company profitable, focus your efforts on improving the quality of your services and hopefully, the consistency of your clientèle. At Power, we recently expanded our product offering to include roofing in select markets, a move some might have called risky considering the state of the economy. Knowing that we had customer demand in some markets, a solid knowledge of the category and a manufacturing partner that could meet our needs, gave us the confidence to move forward. Ultimately, the addition paid off and we are now one of the largest roofing contractors in the Northeast.

• Make customer service THE main priority. In a down economy, consumers have less money to spend and have a stronger attachment to those big purchases they decide are worth the extra expense. Don’t make them regret it by offering a less than a pleasant experience and inferior product. Especially if you are looking for repeat business. By increasing our customer service training programs, we were able to fully prepare our team to aim for total satisfaction when dealing with Power reviews, customer questions, concerns and complaints. The adjustment was well worth it, especially when we were awarded two 2012 National Stevie Awards for Sales & Customer Service for our Customer Service Management Team and Contact Center. We have also received a 98% satisfaction rate from our customers.

• Find ways to connect with the consumer outside of ad buys. Just as consumers are holding onto their money more tightly, a recession might not be the best time to expand an advertising budget. Make an impression on prospective customers through more cost-effective marketing tools like a  solid and interactive social media presence. We’ve recently implemented several Facebook campaigns and contests that have effectively increased our audience interaction and ultimately, brand awareness. Sharing information about services, deals and offers online through a Facebook page, Linkedin profile or Twitter account, can be a great way to reach your audience.

While things are beginning to look up for the home remodeling industry as Harvard’s Joint Center for Housing Studies predicts an increase in home improvement spending later in 2012, businesses should continue to keep these tips in mind to help ensure growth and success. Taking the time to focus on a customer’s experience will always help to keep your business profitable — no matter the state of the economy.

Jeff Kaliner is a Founding Partner of Power Home Remodeling Group, the nation’s fourth largest home remodeling company with more than 1,200 employees and $135 million in annual sales. Power provides energy-saving and environmentally friendly exterior remodeling solutions to homeowners in Pennsylvania, New Jersey, New York, Maryland, Washington D.C., Virginia, Delaware, Connecticut, Massachusetts, Illinois and Georgia. Shortly following his college graduation, Jeff co-founded Power with his cousin Adam Kaliner in 1992. Together they have built an organization recognized for its high ethics and integrity. As Founding Partner, Jeff oversees the overall direction and growth of the company, strategic marketing initiatives, regional expansion decisions, and culture development. An Inc. 5000 company, Power has served more than 50,000 homeowners and is recognized as a home improvement leader by its “Dealer of the Year” award from Window and Door Magazine and the 2011 “Top Workplace” from The Philadelphia Inquirer.

What was your last customer experience like?  For many of us, our first thoughts may have focused on all the poor customer service experiences we have had.  It is harder to remember an excellent one.  For that matter, when was the last time you had an outstanding client experience?  Stumped you didn’t I.  One of the greatest opportunities and challenges in business is creating a consistent and excellent client experience.  Companies who create remarkable and repeatable experiences can overcome many price or marketing disadvantages.  Let me share an example with you.

Chick-fil-a is one of those family friendly restaurants seeking to offer a healthy yet speedy alternative to fast food.  Its mission statement is “Be America’s Best Quick-Service Restaurant”.  In 2010 Zagat rated it “Best Value” for all quick service restaurants and it topped J.D. Power’s list of “Customer Satisfaction in Casual Dining”.  Pretty spectacular for a family owned firm competing against the goliaths of McDonald’s, Burger King and Subway. 

How does Chick-fil-a accomplish this?  It creates a consistent, remarkable and lasting experience for customers in each of its 1500 locations.  After ordering, employees gladly bring out your meal, refill drinks and help clear your table.  At a recent visit, one of my employee’s remarked that a teenage employee came over to check on her and her young children and stayed to chat for more than five minutes.  She even stayed after seeing some of her friends enter the restaurant.  Wow.  When you leave the restaurant and say goodbye or thank you, the staff doesn’t just say “goodbye” or “you’re welcome”, they proudly say ”Our Pleasure”.  This simple statement seems to reinforce the perception that they truly enjoyed your visit and look forward to seeing you next time.

What action steps can we take from the Chick-fil-a example?  First, work with your team to define what your client experience should be.  Second, create 3-5 visual and verbal queues that represent what the client experience should be like.  Examples are:  “A Ritz Carlton Experience”, “Fast as FedEx” or “Easy to use as an iPhone”.  Finally, practice these attributes until they become as ingrained as the “Our Pleasure” experience of Chick-fil-a.

At L&A, we are learning on a daily basis! Through the Living & Learning at L&A initiative, we will share what we’ve learned on various topics in hopes it will free you to enjoy life. This month, our Operations Team Leader, Andrea Hackman, shares her journey of eating a healthier, plant-based diet.  

My husband and I watch a fair amount of documentary films.  Our repertoire recently has included food documentaries like Forks Over Knives and Fat Sick and Nearly Dead.  While we aren’t vegetarians and our diet doesn’t consist of juicing for every meal, the documentaries did get us thinking about eating a healthier, whole foods plant-based diet.

I’m not going to go into details of what the documentaries discussed.  If interested, watch them!  We got them through Netflix and I’m sure they’re available at your local Red Box.  What I will explain is the changes we have made and how I feel as a result of those changes.

What We Did

• We swapped our breakfast feast with a juicing extravaganza – Instead of eating a greasy, carb-filled breakfast (e.g. pancakes, bacon & eggs fried in bacon grease, fried potatoes etc), we began juicing.  We drink a 16oz juice every morning with either a piece of whole-grain toast, oatmeal or eggs cooked in olive oil.
• We swapped our lunch ingredients – Instead of eating a sandwich with lunch meat, we now pack a lunch that is plant-based.  A typical lunch for me consists of a large salad, whole grain flax-seed tortilla chips & pine nut hummus, a fruit and maybe a nut mix for a snack. 
• We swapped a large dinner for a light dinner – Instead of eating our largest meal at dinner, we try to eat our smallest meal at dinner.  A typical dinner looks like soup and salad or grilled fish and quinoa salad (again we’re not all vegetarian… we like to eat meat… just in smaller portions).
• We swapped afternoon coffee for afternoon tea – I like mint or a type of relaxation tea.  This has provided me with more of a boost than my afternoon coffee.  We love coffee so we still have a cup in the mornings. 
• We swapped late night snacks for regular sleep habits – Instead of snacking late at night, we try to go to bed around the same time and get up at the same time every morning.

How We Feel

• Healthier – We both feel like we are healthier individuals.  Not just with our diet, but in a holistic sense.  Looking at our diet has inspired us to look at other ways to become healthier individuals, such as utilizing relaxation and meditation techniques.
• More Energetic – We have more energy!  I’ve noticed a longer span of energy in the mornings after juicing, I don’t feel sluggish in the mornings when I wake up and I notice changes in how I feel when I move away from our newly formed habits.  For example, I still like eating at night sometimes or enjoying a large dinner.  When I do this, I wake up feeling tired instead of ready to go in the mornings. 
• More Confident – I feel like a more confident person.  I feel like I’m taking care of myself in a positive way and that confidence spills out into my role as a wife, mom, friend and worker. 

If you have extra time this weekend, check out the documentaries and let me know what you think.  Better yet, comment on ways you have adjusted your life to become a healthier individual.

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Remember the childhood story of “The Little Engine That Could”?  Even though he faced many challenges and obstacles he always believed there was a way to figure out a solution and reach his goal.  Recently I observed a large team project and this concept of having a CAN DO attitude versus a CAN’T DO attitude became apparent in the members of the team.  As the project was nearing completion, a roadblock that was going to severely impact the efficiency and delivery time of the project arose.  That was when I had this realization that people fall into two categories when it comes to challenges.  They are either a CAN DOER or a CAN’T DOER.  Some of the team members in the group made the statement that the day should be written off since the roadblock was going to take too much work.  It was interesting to observe how the team responded to this challenge and how one person’s perspective could severely impact the outlook of the group. 

Now I don’t want to confuse this CAN DO idea with optimism.  There are many optimistic people in this world that will positively excuse themselves from a challenge.  What I do want to point out is that Can Doer’s are cut from a different cloth.  Their factory installed equipment is much different than the person who walks away.

Let’s review the characteristics of a Can Doer:

• No is not an option.  A Can Doer does not look at a problem and say it can’t be solved.   They say “Why Not” and “We’ll find a way”
• Challenge is opportunity.  A Can Doer takes every challenge as a opportunity to learn something and grow.
• Passionate about making a difference.  Let’s face it.  Solving problems give you fulfillment.  Can Doer’s thrive on it.
• Energized by the challenge.  If every project or engagement was easy and without challenges a Can Doer would be bored and unsatisfied.  Challenges are their lifeblood.

So, are you a Can Doer?  Are you energized by a challenge and excited about where the journey will lead you?  Next time you have a roadblock or face a challenge, stop and reflect on your mindset.  Challenge yourself to take the Can Doer attitude.  If you are already there then enjoy the opportunity to grow and listen to your engine to say “I Think I Can”.

What do you think of when you hear the words “life insurance”?  Is it images of a kitchen table sales pitch?  Maybe you’ve had the unfortunate experience of losing a loved one and to you life insurance was financial security.  Perhaps to you it’s all confusing.  While complex types of life insurance certainly can be intimidating and confusing, coverage for the needs of the average person does not have to be. 

Typically when you are considering life insurance, you are deciding between either a type of coverage that is designed to be in place for the extent of your life (permanent) or coverage that is designed to be in place for a specific amount of time (term).  In general, because permanent insurance is designed to be in place from the time it’s issued until you pass away it is more costly than the same amount of coverage on a term policy.  Term policies are usually issued in increments of 10, 15, 20, or 30 year terms from the time they are issued.  Because term insurance has an expiration date involved, it is possible that it would run out prior to your death.  It’s this feature that causes term insurance to be less costly than permanent coverage.

The question still remains, why do I need life insurance?  There are lots of reasons that people purchase life insurance.  Here are a few:

• People want to be sure that their family members don’t have to pay for their end of life expenses. 
• Individuals are concerned about making sure that a debt they are carrying is not passed on to someone else should they pass away. 
• Some just want to be sure their family is financially stable should they pass away, consequently removing the sole source of income for the family. 
• Lastly, and one of the primary reasons for insuring young children, is to be sure that if a child would develop something that would otherwise in the future be uninsurable (e.g. life-long illness) they could have some means to buy life insurance. 

Regardless of your understanding of life insurance, know that it’s a decision that your loved ones will be grateful that you made.  We’d be happy to discuss the best option for you and your family.