LE MAGAZINE DE I’ASSOCIATION CANADIENNE DES DISTRIBUTEURS DE PRODUITS CHIMIQUES
Chemunicator THE MAGAZINE OF THE CANADIAN ASSOCIATION OF CHEMICAL DISTRIBUTORS
S P R I N G • 2 0 0 9 Volume 21, Number 1
627 Lyons Lane, Suite 301 Oakville ON L6J 5Z7 Tel.: (905) 844-9140 | Fax: (905) 844-5706 | www.cacd.ca CACD BOARD OF DIRECTORS
President Rod Paterson, A. S. Paterson Company
Vice-President Tony Craske, Unipex Solutions MD
Details on this year’s Annual General Meeting – C. Wieckowska....
Protecting & Maintaining Market Share – T. Davids........................
Sales Techniques for Tough Economic Times – B. McCormick .... Cost & Risk of Financial Reporting – J. Black .................................. Get Ready for TWIC – P. Stevens ........................................................
Secretary Treasurer Michael Staley, Brenntag Canada Inc.
Past President Peter Jobling, Cambrian Chemicals Inc.
Directors-at-Large David Ballantyne, Sodrox Chemicals Ltd. Kathie Taylor, Charles Tennant & Co. David Luciani, Min-Chem Canada Inc. Willy St.Cyr, Univar Canada Ltd. David Lloyd, Diversity Technologies Corp. Randy Bracewell, ClearTech Industries Inc. Jean-Francois Warlop, Quadra Chemicals Ltd.
Executive Director Cathy Campbell | email@example.com
Member Services Coordinator Catherine Wieckowska | firstname.lastname@example.org
Chemunicator THE MAGAZINE OF THE CANADIAN ASSOCIATION OF CHEMICAL DISTRIBUTORS
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Editor Catherine Wieckowska
Design & Layout VZiON Designs www.vziondesigns.ca Tel.: 416.712.2831 email: email@example.com
Printer Pocket Press Printing 467 Speers Road, Unit 14 Oakville, ON L6K 3S4
Direct news releases, new product releases, professional staff changes, etc., to the Editor at CACD offices at the address above The Chemunicator is published 3 times a year.
Advertising Sales Catherine Wieckowska e-mail: firstname.lastname@example.org Phone: (905) 844-9140 | Fax: (905) 844-5706
Copyright 2008 by Canadian Association of Chemical Distributors. All rights reserved.
Note: CACD does not approve, endorse or promote, nor does it assume any responsibilities for damages arising from the use of the products, services and technologies mentioned or advertised in the Chemunicator
Responsible Distribution ~ Our Commitment ~
CACD assumes no liability for errors, omissions or inaccurate information in the articles, advertisements, and/or accuracy of information provided by writers, authors or vendors. Responsible Distribution is a registered trademark of the Canadian Association of Chemical Distributors.
W I N T E R • 2 0 0 6
T H E
O T E S
AU NATUREL - WITHOUT cosmetics or fluff. Natural and basic. Let’s get back to basic customer service. The kind of service that left the customer feeling appreciated and understood. The kind of service that we once held in highest regard.
It always amazes me when a customer service representative forgets to express gratitude for a purchase made at a retail outlet. My initial thought is to get angry with the individual serving me but then I stop to think. It’s not solely Catherine Wieckowska the fault of the client service rep. Member Service Coordinator & Chemunicator Editor He/she was not trained on the importance of thanking a customer for their loyalty and business. They were not taught on the basics of customer service. The worst part of this story is that I did nothing. I left the store angry, did not ask to speak with a supervisor and failed to write a letter to the corporate office, explaining the lack of service given for a purchase of $800.00. Instead, I accepted the poor service and knew that I would probably shop at this major retailer once again. At one time or another, we have all accepted unpleasant service, purchased the product or service anyway and therefore, ultimately promoted the next gen of customer service (or, lack thereof).
In the last issue of the Chemunicator, I took a risk in saying that maybe a recession would bring us back to the basics and help us see the “riches” that we as Canadians experience every day. Well, I’m saying it again in another context. Maybe this recession will force us to look internally at our company’s structure, services, and customer care. We are all doing more, with less and now it is the time to address the inefficiencies to find ways to increase or maintain sales. Consider looking at the service you provide to your customers and decide whether your company’s competitive edge is that you actually provide quality client care.
On page 10, Tyrone Davids speaks to us about protecting and maintaining market share by building a stronger customer service strategy. Mr. Davids expresses that the value of the relationship is key in being a market leader. Bill McCormick, tells us about the five most common mistakes made by sales people during tough economic times, on page 13. In keeping with the “Au Naturel” theme, CACD is removing the fluff and getting back to the basics with education and information at this year’s Annual General Meeting (AGM). This year’s keynote and guest speakers are bound to leave you thinking outside of the box and send you home with innovative client strategies. Take the time to build your relationships and strengthen customer and supplier loyalty by meeting with your industry allies on May 27th-29th, 2009 in Kananaskis, Alberta for CACD’s 23rd AGM. Details can be found on page 6.
Lastly, please remember to mark your calendars for International Earth Day on April 22nd, 2009. In this issue’s Green CHEMunity, we offer a few ideas on ways to endorse Earth Day at your company. As we promote Responsible Distribution and all that it encompasses, it is important to do our part in protecting the Earth. It is crucial that we teach everyone to look after our planet. And, that’s something that even the unthankful cashier should understand! Signing Off,
Catherine Wieckowska 4
C H E M U N I C A T O R
S P R I N G • 2 0 0 9
PresidentsM ADD THIS TO THE LIST OF things I don’t understand. Sales drop by 20% and yet the workload doesn’t drop but increases by 20%. It’s not an inverse relationship since during stronger times when sales were growing, the workload also increased.
E S S A G E Mark Your C
A L E N D A R S
CACD 23rd Annual General Meeting May 27th, 28th & 29th, 2009 Delta Lodge, Kananaskis, Alberta
Despite the strain that today’s business climate is putting on us, the board of directors of CACD is asking us to give a bit more time. It shouldn’t hurt too much!
CACD Semi Annual Meeting: Thursday November 5th, 2009 Mississauga Convention Centre, Ontario
It has always been on the association’s wish list to raise the profile of the CACD with the Canadian government. We are envious of the consultative relationship that the National Association of Chemical Distributors has with regulators in the USA. The Canadian Chemical Producers Association has made some progress for their association with a Parliamentary Day in Ottawa every year. CACD needs to take steps in the same direction.
President of A. S. Paterson Company
Board May 27th, 2009, Kananaskis, AB at 9:00 am September 17th, 2009 at 1:00 pm November 4th, 2009 at 9:30 am
This is not to say that we don’t have government relationships and input. We have many member volunteers who sit on committees such as ICG, MAC for TDG and FPIC/CCSPA. Through these government and stakeholder meetings, CACD is able to present the chemical distributor’s point of view and assist in developing or modifying regulations. On the whole, however, the value of Responsible Distribution and the role that CACD plays is underrecognized in our governments. Most MPs, MPPs and MLAs are unaware of CACD member activity in their constituency and the importance of CACD’s Code of Practice.
OLC April 30th, 2009 (Joint RAC Mtg), Lomas, Brampton, Ontario June 24th, 2009 September 17th, 2009 (Joint RDC Mtg) October 21st, 2009 December 9th, 2009
RAC April 30th (Joint OLC Mtg) Lomas, Brampton, Ontario June 16th, 2009 August 18th, 2009, Fergus, ON October 6th, 2009 December 8th, 2009
To reverse this situation and complement the progress made by our participation in government and stakeholder committees, we want senior level representatives from each of our member companies to meet with MPs, MPPs or MLAs in the ridings where their offices and facilities are located. This level of government needs to become aware of the significance of chemical distribution in terms of both employment and commerce and the key part that distribution plays in our economy. There is no group that brings our level of expertise on such a vast range of chemical products as CACD. Government would benefit from recognizing us as a resource ready and willing to assist. It is our belief that by taking steps to educate the politicians on CACD and building a stronger RD brand, it will eventually result in government inviting us to consult on initiatives.
RDC May 7th, 2009 September 17th, 2009 (Joint OLC Mtg) December 3rd, 2009 (all meetings begin at 10:00am)
Please, if you think your boss doesn’t have a copy of this issue of the Chemunicator, lend him or her your copy. The CACD office will assist each of us in identifying who in our vicinity we should meet. We will be provided with tools to make an effective presentation.
Montreal Chapter April 29th, 2009 at 9:30am, Quadra Chemicals, Vaudreuil, Quebec September 24th, 2009 November 25th, 2009
As a reward for this effort, our CACD office and Tony Craske, VicePresident of CACD have organized another outstanding Annual Meeting. We will all be treated to a first class program and location, at rates which are sympathetic to these economic times. From the mountain tops of Kananaskis, Alberta we should be able to see the end of this recession. The clean air and exposure to a high concentration of ideas will send you home with a new vision for accelerating your business into the period of economic prosperity that awaits us. Mark your calendar - May 27 to May 29. I look forward to seeing you in Kananaskis.
Western Chapter May 13th, 2009 in BC June 17th, 2009 in Saskatoon September 10th, 2009 in Edmonton November 12th, 2009 in BC
Committee Chair Alliance Meetings: September 30th, 2009 at CACD
President, CACD / President, A.S. Paterson & Company Ltd.
T H E
C H E M U N I C A T O R
In negative economic conditions, it is essential to get value and stay informed. It becomes more necessary than ever to share best practices & experiences to help meet the challenging climate and finding ways to emerge intact. CACD’s Annual General Meeting is a perfect way to gain a wealth of knowledge through the Annual Members Meeting, Speaker Power Session and Networking with your fellow suppliers, customers and peers. Here’s what CACD has done to keep costs down and yet give more for less:
Just 110 kilometers from Calgary airport… Delta Lodge at Kananaskis is a hidden gem in the heart of the Canadian Rockies. Only a 1 hour and 15 minute drive to glacier-fed waters and crisp mountain air.
• Reduced mark-up on the delegate fee • No giveaways (we must be responsible) • Four interactive workshops on the Wednesday afternoon • Additional paid speakers during plenary session • No Friday night activity – dinner is offered for those staying at an additional cost • Kept the location close to an airport – less driving and time-saving • Partnered with Discount Car & Truck Rentals in order to offer you cheaper car rental fees
S P R I N G • 2 0 0 9
LUNCH & LEARN WORKSHOP SYNOPSIS:
Drug Precursor & Chemical Diversion - Sgt. Brent Hill of the RCMP, along with Calgary Officers will speak to us on the importance of accountability in the chemical distribution industry. Sgt. Hill will teach the attendees on identifying the “indicators” that could lead to criminal activity. The RCMP has been a long time partner to the Association and we always look forward to sharing and learning information on community safety.
Safe Start - In this workshop, you will gain a hands-on understanding of safety programs. The program director, Gary Higbee, will assist you in evaluating your current safety performance by identifying three key areas: where you have been, where you are today, and where you are going if nothing changes. The workshop will help you learn the 5 “world class” safety programs and best practices to take back with you.
The Power of 1% by F. H. Black & Co. - It seems today that a conversation cannot be had without words buzzing in the air like “recession” and “economic slowdown”. Management is becoming a little more cautious and putting even more pressure onto the entire organization to help drive every last cent to the bottom line. This workshop will explore practical ways which will help you literally squeeze what would appear to be seemingly insignificant improvements in your operations, which result in some significant dollars to your bottom line.
Full Court Press – Mr. Tyrone Davids of EDI Achievement Coaching will help the attendees find ways to re-invent your customer activities to defend and grow market share in 2009. Mr. Davids will cover areas such as: implementation of proven tactics in a market few have seen, “mowing” your competitor’s lawn before they start mowing yours, managing and measuring activities for market share, and a plan to assist you in 2010 market share growth.
KEYNOTE SPEAKER: LEONARD BRODY Best-selling Author & Business Visionary
Mr. Brody will speak to us about - THE MONUMENTAL SHIFT: AN IN-DEPTH LOOK INTO THE FUTURE OF CANADA, TECHNOLOGY AND THE CHANGING WORKFORCE.
Leonard is a highly respected entrepreneur, venture capitalist and best-selling author. He has helped in raising millions of dollars for startup companies, been through one of the largest internet IPOs in history and has been involved in the building, financing and/or sale of five companies to date. Much critical acclaim has followed him in his endeavours. At Onvia (where he was part of the initial executive) the company was voted Canada’s number one startup in 2000 and subsequently closed a $240 Million IPO on NASDAQ.
Currently, Leonard is Co-Founder and CEO of NowPublic, an organization that has been credited as being a pioneer in citizen generated news.
Leonard is also a Venture Partner at Growthworks Capital, one of Canada’s largest national technology funds, and acts as an advisor to venture capital funds in the US, Europe and Asia. He also serves as an advisor to several companies including, the Associated Press, Red Herring and Sonic Foundry. Leonard is currently a Senior Advisor to the Canadian Minister of International Trade and a Director of Canada’s largest technology association, CATA.
GUEST SPEAKER: DR. TERRANCE FLYNN, APR, FCPRS Assistant Professor, Communications Management DeGroote School of Business, McMaster University Dr. Flynn will speak to us about – FROM CRISIS PLAN TO CRISIS LEADERSHIP.
Perhaps you didn’t know this, but we are always in a state of pre-crisis. How well prepared your organization is to handle a crisis will make a huge difference to reputation and consequently chances of survival. This is the key message that Dr. Terry Flynn will deliver. He ought to know because he is Assistant Professor, DeGroote School of Business, McMaster University, as well as a consummate professional in corporate communications. In his keynote speech he will present case studies of famous crisis communication – both successful and disastrous. Dr. Flynn will present excellent research results on the positive effect on share value of well-conducted crisis responses as opposed to poor or non-existent efforts. The DeGroote School of Business also conducts consumer attitude studies to measure future buying intentions among users and non-users of products affected by a crisis. Join this session to better understand your company’s position in crisis management.
GUEST SPEAKER: MAYOR DAN MATHIESON Mayor of Stratford, Ontario
Mayor Mathieson will speak to us about – THE IMPACT OF ILLEGAL DRUGS IN YOUR COMMUNITY. GUEST SPEAKER: MR. ROBERT MACPHAIL President & CEO of Charles Tennant & Co. Ltd.
Mr. MacPhail will speak to us about – BUILDING A BUSINESS IN CHINA – INCEPTION TO COMPLETION.
S P R I N G • 2 0 0 9
EARLY BIRD REGISTRATION RATE (register before March 31st)
FASHIONABLY LATE REG RATE (registration following April 9th)
REGULAR REGISTRATION RATE (register between April 1st – 9th) SIGNIFICANT OTHER REGISTRATION RATE
GOLF TOURNAMENT PACKAGE RATE
FRIDAY NIGHT COCKTAILS & DINNER PACKAGE RATE
BANFF, ALBERTA RECREATIONAL TOUR RATE
* Note: there are significant other recreational programs available on May 28th. Please visit the website for full descriptions and rates.
HOTEL ROOM RATES: $229.00 – please book directly with Delta Lodge at Kananaskis and reference conference code: GH989. Toll free reservation number: 1.866.432.4322. Room block available until April 9th, 2009.
REMINDER – be sure to book your car rental with Discount Car & Truck Rentals at www.cacd.ca/agm
T H E
C H E M U N I C A T O R
Have you seen a sharp drop in your revenue in the last few weeks? You know from listening to the media and staying close with your colleagues in the CACD that you are not alone. We are seeing a reality that most of us have never seen before and you are required as business leaders to reinvent how you do business; that is your responsibility. The current market conditions create a huge opportunity for the strong at heart. If you are serious about using this market to come out ahead of your competition you need to read on.
In our last article we shared offensive tactics around the EDI Business Dashboard; tightening up on your accounts receivable, forecasting cash, and shifting from fixed to variable cost. These tactics are prudent for today’s business leaders and the minimum requirements to remain in the game. That being said, without a focus on your customers and your prospects you are going to watch your market share start to shrink as your competitors look to “mow your grass”.
standards and processes. In this meeting you will come up with specific actions to improve customer service standards, assign resources, and set timelines. Some of the areas that might be discussed include: • Quality of the first point of contact • Ease of placing orders • Accuracy and timeliness of service/product delivery • Dispute resolution process • After hours coverage • Invoicing and paperwork
A revitalized customer service strategy is going to be your first focus. We all know that new business acquisition is very expensive, timely, and volatile so we need to begin by focusing on keeping what we have. When your customers see a sharp drop in their revenue or start seeing a drop in their profitability, they will start to examine the way they do business more closely. Their sensitivity to problems and issues will heighten. They will look to make positive changes and this means focusing on their business partners and reflecting on the value they receive from each. They will also start hearing from your competitors with increased frequency as the market starts to tighten. Your risk of customer attrition has now increased without any changes in the way you do business.
This by no means is a complete list but it gives you an idea of scope. During this session you will also agree on metrics to measure your performance for all key activities. This will help your service delivery team “sharpen the saw” and improve the value delivered to your customers by your organization. Frequent reflection and review of the results will keep the process generating further improvements. We have facilitated many of these one day strategic planning sessions and they have paid for themselves in customer retention many times over.
Having executed an “exit interview” with a client you understand that many do not change providers due to price. It is important to be in the price range of the market but not necessary to be the lowest price. For customers to value your relationship you must be good at servicing their needs and being a provider that is easy to deal with. To get to the real “customer needs” you are going to have to listen to your clients through the employees that deal with them every day.
You can limit your exposure to customer attrition but you must be realistic and budget for some customer loss. Therefore as you plan for customer loss you must also plan for customer acquisition. The second focus that is going to help your market share growth is revamping your sales strategies. Many companies are going into this year with the same sales channels, using the same processes, selling the same products/services, and incenting sales people the same way. “Insanity is doing things the same way and thinking you will get a different result”. You know this is true and therefore your first order of business is to organize a planning session to look at and revise:
Improving our customer service standards and processes will start with meetings with your customer service staff and key sales people. These members of your team listen to your customers every day and have the best understanding of their needs and where you are currently falling short. They will be the ones to know why we lost the last big deal or why the last three customers left us. Your customer service people are the brightest in the organization at understanding your current
S P R I N G • 2 0 0 9
the saying, “the answers lie within”, rings true. What we all have to realize in this economy is that conversion rates or return on activities will drop and therefore the level of activity must increase over prior years. This means you require more channels, more leads, more qualified prospects, more calls, and more appointments for the same amount of new business achieved previously. Our sales team must change their game plan to effect a different result.
• Sales processes – prospecting, proposals, post sale followup • Incen tive programs for sales staff • Sales channels • Setting and measuring activities. The weakest area for most is setting and measuring activities for your sales team. This, however, is going to be key to changing the culture and increasing focused activities compared to prior years. During your planning session, the sales group will conclude on what activities in their experience get results and specifically how they can be measured. An agreed EDI Dashboard will be designed and reported on daily, weekly, and monthly, and the group will meet regularly to reflect on results. Insights into unexplored sales channels and untapped markets will also come out of a well facilitated session. Again, we have been fortunate to be facilitators at many of these sessions and
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EmployeeN ON THE MOVE... GINETTE BOUCHARD, BAYER INC.
T H E
E W S
Bayer Inc is pleased to announce the appointment of Ginette Bouchard to Product Safety Specialist, Environmental Affairs and Product Support, Business and Administration Partnering, effective January 1, 2009.
Please join me in welcoming Lou to Brenntag and wishing him much success in his new role! Michael Staley President, Brenntag Canada
In this role, Ginette will take on increased responsibilities as she continues to support Bayer Material Science.
Since joining Bayer in 2004 as a Regulatory Affairs Representative, Ginette has been successful in promoting Bayer Material Sciences Product Stewardship Program to our Canadian customers. As well, Ginette has been a significant contributor to the Canadian Association of Chemical Distributors (CACD) as a Regulatory Affairs Committee Member. Most recently, she has been nominated by the Canadian Chemicals Producers Association (CCPA) to sit as an Appeal Board Member on the Hazardous Materials Information Review Commission (HMIRC) for Ontario. Please join me in wishing Ginette continued success in her new role! Nancy Wason Team Leader, Environmental Affairs and Product Support Business and Administration Partnering BRENNTAG CANADA ANNOUNCES HIRE OF LOU BALDAIA TO THE ROLE OF DIRECTOR, OPERATIONS & LOGISTICS.
Mike Staley, President of Brenntag Canada is pleased to announce the appointment of Lou Baldaia to the role of Director, Operations and Logistics effective January 14th, 2009.
C H E M U N I C A T O R
Lou brings significant chemical distribution and operations expertise to his new role and, most recently, he held the position of Operations Manager for Eastern Canada at Univar Canada. Lou has also held management roles with Ashland Chemicals and Ryder Integrated Logistics. Lou, in addition to his extensive experience, also has a Professional Logistician Designation (P. Log.) with the Canadian Professional Logistics Institute and has served as the Chairman of the Operations and Logistics Committee for CACD.
CACD PROUD TO ANNOUNCE THE HIRE OF LISA MARIE KRISCIUNAS-UTZ TO ADMINISTRATIVE ASSISTANT
The Canadian Association of Chemical Distributors is pleased to announce the hire of Lisa Marie Krisciunas-Utz as a part time Administrative Assistant, effective February 2nd, 2009.
Lisa Marie brings an enthusiastic spirit and passion for quality customer service. Some of Lisa Marieâ€™s work experience includes administration, client care, and event coordination. Lisa Marie is a great asset to the CACD team and we look forward to introducing her to the membership. Please join me in welcoming Lisa Marie to the Association and chemical distribution industry! Catherine Wieckowska Member Services Coordinator, CACD
DEMPSEY CORPORATION ANNOUNCES HIRE OF MR. GIULIANO MUCCIN Dempsey is pleased to advise that Mr. Giuliano Muccin has joined the Industrial Team effective January 5th, 2009.
Giuliano was last employed by Lanxess, which is a line Dempsey has started to sell effective this year. Mr. Muccinâ€™s initial responsibility will be to ensure a smooth integration of the Lanxess products into the Dempsey Portfolio.
Giuliano will be based in Toronto. Email: Giuliano@dempseycorporation.com Mobile: 416-819-8153
Please join me in extending a warm welcome to Giuliano! JIM BIRD OF UNIVAR CANADA CELEBRATES 30 YEARS ON THE JOB!
In addition to providing leadership and developmental opportunities for his corporate operations and logistics staff, Lou will also provide clear and consistent strategic and operational direction to the regional and district operation management teams in order to identify continual improvements with respect to safety, operations and logistics initiatives. Lou will also manage the CAPEX process for Brenntag Canada.
Jim Bird celebrates his 30th anniversary of employment and service at Univar Canada on January 15, 2009. Congratulations Jim!
“SMOOTH SEAS DO NOT MAKE SKILLFUL SAILORS.”
S P R I N G • 2 0 0 9
- Old English Proverb
THE MOST COMMON MISTAKES MADE BY SALESPEOPLE DURING TOUGH
DON'T BE SURPRISED IF YOUR CURRENT CUSTOMERS ASK YOU TO MAKE
ADDITIONAL CONCESSIONS. The prevailing bottom-line climate has created an increasingly frequent request
1. Not spending enough time on prospecting, just when needed most.
by customers to reduce costs. Salespeople are being pushed more and more by 2. Getting discouraged - the perfect opportunity for the competition to take
customers for deeper concessions, especially on price and payment terms. The
prevailing competitive culture makes sales negotiation skills savvy a top priority, and requires you to be confident and skillful at both giving and getting
3. Forgetting to use your BEST negotiation skills, notably conceding too much.
4. Failing to communicate the customer-specific VALUE you bring to the table.
HIGHLIGHT THE VALUE THAT YOU CAN PROVIDE.
5. Missing the opportunity to WOW those customers you already have.
You don't always have to make a concession, even though times are tough. If you can provide value to a client in ways other than reducing the price, this is the time to do so and can be a win/win solution for both of you. As an example, STAR was recently asked by one of our clients to make a concession but offered instead to help them in some revenue-generating actions that will end up increasing both of our revenue streams, and negated the need to make a price concession. THIS IS THE TIME TO "WOW" YOUR CUSTOMERS. What can you do to exceed your customer's expectations? If you can provide them some additional service or benefit, at no extra charge, you will strengthen your relationship and set yourself apart. For example, look at what is happening in a down economy to the airline industry. Many airlines are taking away services (fewer flights), yet are charging customers for services that used to be free, such as luggage and aisle seats. Yet, not all airlines have resorted to these nickel-and-dime tactics. I recently flew on a Southwest flight, and was pleasantly surprised to see that their service has remained good and they aren't charging these same fees. The net result: more loyalty from me, a customer, to them. The same thing applies to your business. Please visit our sales trainingblog for more on this topic.
NOW, MORE THAN EVER, YOU NEED TO SPEND TIME ON PROSPECTING FOR NEW BUSINESS.
WHERE DO YOU GO FROM HERE? In our Prospecting and Business Development workshop, we cite that successful sellers spend more time than average sellers do at keeping their
If you or your sales team are interested in improving your selling skills for a
sales pipeline full. This is always important but notably so when times get
down economy, several STAR workshops would help such as Prospecting and
tough. In a down economy, you must spend extra time on prospecting. In
Business Development,Sales Negotiation Skills, and Customer Service and
addition, a down economy is a great time to be more creative in your
Support. Contact us also to discuss our 1-on-1 sales coaching services.
prospecting. As one example of the latter point, now is the time to explore for
For additional newsletters and articles on a variety of sales topics, visit our
slightly different market segments or geographic regions that may not be
Newsletters and Articles pages. - Bill McCormick
experiencing as difficult a time as your existing customer base. DON'T GET DISCOURAGED. It is easy to get discouraged when customers are slowing down and reducing the frequency and quantity of their orders. You are likely to encounter more "no's" when you ask for an order, but keep in mind that your competition is experiencing the same difficult times. Here is how one seller that is being coached by STAR has responded to the
Your Success is Our Goal
Our people and our technology drive innovative, customized solutions to optimize and manage your transportation system. Find out how at:
slower economy: "I'm going to try to contact XYZ customer again this afternoon - I don't give up
easily!" Nor should you!
Celebrated every April 22, Earth Day is the largest, most celebrated environmental event worldwide.
More than 6 million Canadians join 500 million people in over 180 countries in staging events and projects to address local environmental issues. Nearly every school child in Canada takes part in an Earth Day activity. Earth Day is celebrated in many countries on the Vernal Equinox (March 20th or 21st), which marks the moment that Spring begins in the Northern Hemisphere and Autumn in the Southern Hemisphere. In Canada, the United States and several other countries, Earth Day is primarily celebrated on April 22nd of each year. The concept of Earth Day began in the spring of 1970. Exactly how and when it was conceived, as well as who was responsible for its origination, is still debated.
Le jour de la terre
Célébré tous les 22 avril, le jour de la Terre est le plus vaste, le plus célébré des évènements environnementaux au monde. Plus de 6 millions de Canadiens joignent 500 millions de personnes dans 180 pays pour tenir des évènements et projets qui adressent des problèmes d’environnement locaux. Pratiquement tous les enfants d’école au Canada prennent part au jour de la Terre. Le jour de la Terre est célébré dans plusieurs pays à l’équinoxe vernal (20 ou 21 mars) qui marque le début du printemps dans l’hémisphère nord et l’automne dans l’hémisphère sud. Au Canada, aux États-Unis et dans plusieurs autres pays, le jour de la Terre est principalement célébré le 22 avril de chaque année. Le concept du jour de la Terre a commencé au printemps de 1970. Exactement comment et quand cette journée fût conçue, et qui est responsable pour son origine, est encore débattu à ce jour. APRIL 22ND EARTH DAY
The common April 22nd celebration of Earth Day was also first celebrated in 1970. This event, spearheaded by
Wisconsin Senator Gaylord Nelson and Harvard University student Denis Hayes, involved teach-ins that addressed decades of environmental pollution. The first event was observed by twenty million Americans, most of them students. Arbor Day activities were modified to emphasize the critical importance of the environment and to make the American public aware of the destruction of the earth's natural preserves. The sponsors hoped to start an environmental movement that would alter industrial practices and human consumption. The event inspired the US Congress to pass clean air and water acts and to establish the Environmental Protection Agency. Since the first event in 1970, the day has been an annual event for people around the world to celebrate the earth and renew their commitment to building a safer, healthier and cleaner world. Although Earth Day is not a statutory holiday, it has helped Canadians realize that they can and should do something to protect the environment. LE JOUR DE LA TERRE – 22 AVRIL
La célébration du jour de la Terre le 22 avril débuta en 1970. Cet évènement, initié par Gaylord Nelson, sénateur du Wisconsin, et Denis Hayes, étudiant à l’université d’Harvard, consiste d’ateliers qui adressent la pollution environnementale depuis des décennies. Le premier évènement a été suivi par 20 millions d’Américains, la plupart des étudiants. Les activités du « Arbor Day » ont été modifiées pour mettre l’emphase sur l’importance critique de l’environnement et de sensibiliser le publique Américain à la destruction des ressources naturelles de la Terre. Les commanditaires espéraient démarrer un mouvement environnemental pour améliorer les pratiques industrielles et la consommation humaine. L’évènement inspira le Congrès Américains à passer le « clean air act » et le « water act » et à établir l’Agence sur la Protection de l’Environnement. Depuis le premier évènement en 1970, cette journée est devenue un évènement annuel pour tous à travers le monde voulant célébrer la terre et renouveler leur engagement à construire un monde plus sécure, plus sain et plus propre. Malgré que le jour de la Terre ne soit pas un congé statutaire, cet évènement a aidé les Canadiens à réaliser qu’ils peuvent et doivent faire quelque chose pour protéger l’environnement.
WHAT CAN YOUR COMPANY DO TO
PROMOTE EARTH DAY: 1. Form a company green team. Formez une équipe verte
8. Organize a carpool. Organisez le covoiturage
Hold a week-long contest where departments compete to show that they’re going green.
10. Recognize workers who take public transportation. Reconnaître les employés qui utilisent le transport en commun
2. Host a green challenge for Earth Week. Tenir un challenge vert pour la semaine de la Terre
3. Invite staff to teach workshops. Invitez les employés à tenir des ateliers sur la conservation 4. Sponsor a fund-raiser for a conservation organization. Commanditez une levée de fond pour un organisme de conservation
Many nonprofits suffer from a lack of funding, and your sponsorship can help them plan new events and activities. You can be generous without denting your budget by hosting a talent show, silent auction or a dinner raffle, where your staff purchases tickets and donates volunteering time or other items. Invite other local businesses to participate to boost publicity and community involvement.
5. Plant a garden around the office. Plantez un jardin de plantes indigènes autour des bureaux
9. Encourage biking. Encouragez l’usage du vélo
Host a raffle or similar event for staff members who walk, bike, bus or take a train to work. As prizes, you might award green gifts like an annual pass to the state-parks system, a gift certificate to an organic or natural foods market, cloth tote bags stuffed with earth-friendly goods or office plants. Encourage other staff members to start using public transit too by providing bus schedules and additional information about alternatives to driving.
APRIL 22nd EARTH DAY LE JOUR DE LA TERRE – 22 AVRIL
6. Organize a park clean-up day. Organisez une journée pour nettoyer des parcs
Motivate your staff to clean up a local park or shoreline. Coordinate the activity with your local parks service, recruit staff volunteers and encourage them to bring friends and family.
7. Plan a field trip. Planifiez une excursion
Take some time to learn about your community’s natural habitat. Contact local park officials or a nature centre and find out when someone is available to lead an informative nature walk in your area.
Check out this website from Environment Canada and their ideas to be “greener” in the workplace; the link follows: http://www.ec.gc.ca/education/default.asp?lang=En&n=8E7932A0-1 15
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NEW SUPPLIER PARTNERS ENVIROTEC SERVICES INC.
three well established insurance brokerage firms with roots going back to 1912. Since that time, we have grown into a Financial Services organization providing Insurance, Investment and Banking Services.
Envirotec Services Incorporated (Envirotec) is a leader in providing integrated environmental and industrial services within Saskatchewan. Envirotec is committed to providing a premier service with a diligent focus on safety, customer service, and strict regulatory compliance.
Our Mission – 3e The word Precept speaks of excellence, matchless performance and superior ability. It is a standard by which all others are measured. We will reach above all others and set the standard for our industry. Our mission is 3e - exceeding expectations every day! We will exceed our customers’, our employees’ and the owners’ expectations every day.
Envirotec specializes in the following services:
• Hazardous Waste Management • Property Remediation, Decontamination and Decommissioning • Emergency Spill Response • Used Oil Materials Recovery and Recycling • Waste Water Recycling • Vacuum Truck and Specialty Transportation • Confined Space Entry and Industrial Cleaning • Chemical and Specialty Product Distribution
Our Vision “We are a dynamic, natural talents organization, using our staff ’s natural abilities to achieve results through relationship building, exceeding goals, and a commitment to excellence. Our culture embraces the delivery of great value-added solutions for our clients, exceptional results for our business partners, outstanding growth opportunities for our people, and a tangible ability to contribute to our communities.”
Our Approach The purpose of The Risk Reduction Approach™ is two-fold: We will reduce your Total Cost of Risk through the design and implementation of a customized Risk Reduction Plan™. Our goal is to help our clients look more attractive to the insurance marketplace. Controlling your bottom line costs is our priority.
Envirotec’s geographically distributed sales and service centres throughout Saskatchewan assist in delivering the highest efficiency and value to its customers. Envirotec owns and operates fully licensed facilities in both Saskatoon and Regina for the storage, transfer and treatment of hazardous waste materials collected throughout the province.
Envirotec is licensed to manage all classes of dangerous goods and hazardous waste as enumerated by the Transportation of Dangerous Goods Act and Regulations excluding Class 1 – Explosives, Class 6.2 – Infectious Substances, and Class 7 – Radioactive Materials.
PROMINENT IS A MANUFACTURER AND SALES/DISTRIBUTION COMPANY OF:
• Metering Pumps and accessories for chemical feed in water treatment and process applications
Envirotec’s team of professionals are among the best in Canada. Envirotec provides a diverse range of expertise; from environmental engineers and chemists to fire fighters, hazardous materials technicians and rail car response specialists.
• Sensors and Controllers for most water treatment applications, including boiler and cooling towers • Value added services such as engineering design of chemical feed standard systems and customs systems
Envirotec’s exceptional combination of service, security and cost control maximize cost effectives and minimizes liabilities.
• Water Treatment Systems for Disinfection and Filtration
PRECEPT GROUP INSURANCE & RISK MANAGEMENT
• Chemical feed Sales and Service Across Canada
ProMinent is a privately held organization with a global presence headquartered in Heidelberg Germany - serving over 60 countries through our network of subsidiaries and regional offices. With over 30 years experience, we serve the Canadian marketplace through our head office in Guelph, Ontario.
Our History Precept Group Inc., was formed in 1998 with the merger of
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party manufacturers across North America, and Asia. The staff at TCL Innovations brings together nearly 30 years of surfactant experience - not just from a sales and marketing perspective, but also from a manufacturing and product development capacity.
ProMinent sells and services our products via a network of direct sales representatives and distributors across Canada. ProMinent is an established solutions provider for a wide range of industrial and municipal applications. Our solutions are comprised of components, systems, services and customer/ industry-specific solutions for water treatment and chemical feed.
Over the course of the next several months TCL Innovations will be bringing its website to full functionality, and finalizing its initial product offering. Further announcements will be made in the very near future with respects to distribution channels for product offering.
ProMinent is the world’s largest manufacturer of metering pumps. Our continual innovations in this product group, along with our commitment to provide the necessary accessories/components with the same high-quality and precision as all ProMinent components has made us the dominant supplier for chemical feed applications in Canada.
LANXESS ANNOUNCE DEMPSEY CORPORATION AS NATIONAL DISTRIBUTOR
ProMinent helps our customers to be earth-friendly efficiency in manufacturing and fluids processing by helping reduce the impact their processes have on the environment.
LANXESS Functional Chemicals is pleased to announce that, effective December 1, 2008, Dempsey Corporation, will become our Canadian distributor for all provinces of Canada. This will include our Plasticizer, Bonding Agents, and Phosphate Ester- Flame Retardant, as well as the Water Treatment & Industrial & Institutional product lines.
Solutions from ProMinent are designed for optimal interaction together, providing our customers with the results they strive to achieve in their processes – maximized results, minimized costs. TCL INNOVATIONS
With their local warehousing and personnel, Dempsey Corporation will be able to provide the quality service you are used to from LANXESS Functional Chemicals Polymer additive; Phosphorus Specialty & Specialty Colorants Business lines.
TCL Innovations is a new independent operating division of the Tennant Chemicals Company Limited, a wholly owned subsidiary of Charles Tennant & Company (Canada) Limited, and a member of the Tennant Group of Companies based in the United Kingdom.
We greatly value your business and, with Dempsey Corporation, we will be in a better position to support your existing business and all future growth opportunities.
The division was created last July with the mandate of developing proprietary surfactant based concentrates, performance enhancement products, and other new “branded” chemistries, catering principally to manufacturers of personal care and household products, but also touching on other selected market areas.
The product development efforts are primarily geared towards the growing segment of “Natural” and “Environmentally Responsible” type products, utilizing a philosophy of water and energy reduction, use of new and innovative raw materials, coupled with an “outside the box” approach to new product creation. TCL Innovations operates its product development laboratory in the Greater Toronto Area, staffed with a full time chemist, and a part time chemical technician, and will have its products made through third
If you have any comments, questions or concerns about this change, please feel free to contact me or your regular LANXESS customer service representative. Tony Mazzarella LANXESS Corporation
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Understanding the Cost & “working papers” file. Whether in paper or electronic form, this file is comprised of all the support for why you believe the number on the report is right.
ARE YOU THE CFO/CONTROLLER OR PERHAPS EVEN the CEO who is faced with Financial Reporting problems on a regular basis? Are you certain you have addressed all problems areas and pitfalls? In this article we will introduce a problem faced by the vast majority of companies. In next quarter’s Chemunicator, we will discuss some of the many possible solutions.
Supporting the accounts receivable balance (as an example) usually starts with getting the appropriately aged accounts receivable listing. You must then consider (and document) issues including cut-off, valuation, existence, completeness, rights and obligations, presentation and disclosure. There are lots of considerations, and lots of details to consider.
REQUIREMENTS DEFINED While it may sound similar to management reporting, financial reporting has very different characteristics: Financial Reporting is:
• Externally focused –These reports are most often provided to individuals or groups outside of the management team including, your bank, your shareholders, the Canadian Revenue Agency (CRA), the Toronto Stock Exchange (TSE). • Historically focused – Financial reports are largely to provide a rear-view mirror view of our organization’s performance for a previous month, quarter or year.
• External evaluation of the company as a whole - typically, users are not looking at performance by region or by business unit but at the entire entity.
AND I WANT IT YESTERDAY
In addition to little room for error, timing is of critical importance. At the very least, we all have annual financial reporting deadlines. Publically traded companies are also subject to quarterly filings. Missing any of these deadlines can trigger fines, penalties, revocation of lines of credit, and damage to the corporate reputation.
• Summary Information- most often the level of detail provided in financial reporting is at a summary level, certainly not transaction by transaction.
• External Standards - GAAP/ IFRS - standards that you must adhere to when preparing formal financial reports, mandated by 3rd parties.
In most organizations, these characteristics combine to cause the financial reporting process to be extremely time consuming, and complex. And the bigger you are, the more complex it gets.
When you consider the audience of these reports, and their use, accuracy and completeness are essential. Any significant material errors can easily damage credibility, impact stock values and critical corporate relationships.
So, we have tight deadlines, and accuracy is key. In this situation accountants/CFOs and controllers often go with what they know to get the job done; spreadsheets & manually controlled processes.
As a result, those responsible for this reporting need to support their figures. This support is usually maintained in a
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Risk of Financial Reporting learn that numerous studies, from as far back as 1988 have consistently shown that over 85% of spreadsheets contain errors, often serious, significant errors. These rates can be even higher depending on the complexity of the spreadsheets:
• Financial intelligence firm CODA reports that 95% of U.S. firms use spreadsheets for financial reporting according to its experience (www.coda.com).
“In large spreadsheets with thousands of formulas, there will be dozens of undetected errors. Even significant errors may go undetected because formal testing in spreadsheet development is rare and because even serious errors may not be apparent.
• In 2004, RevenueRecognition.com (now Softtrax.com), had the International Data Corporation interview 118 business leaders. IDC found that 85% were using spreadsheets in reporting and forecasting and that 85% were using spreadsheets for budgeting and forecasting.
Despite this long-standing evidence, most corporations have paid little attention to the prospect of serious spreadsheet errors. However, in 2002, the U.S. Congress passed the Sarbanes-Oxley Act, which requires corporations to have wellcontrolled financial reporting systems. Even a single instance of a firm having a more-than-remote possibility of a material error or fraud in its financial reporting system will require management and independent auditors to give the firm an adverse opinion on its financial reporting system. This is likely to result in lower stock prices and, in some cases, in fines and prison terms for senior executives” Raymond R. Panko, University of Hawaii College of Business Administration.
• In 2003, the Hacket Group (www.thehacketgroup.com) surveyed mid-size companies. It found that 47% of companies use stand-alone spreadsheets for planning and budgeting.
• CFO.com interviewed 168 finance executives in 2004. The interviews asked about information technology use within the finance department. Out of 14 technologies discussed, only two were widely used—spreadsheets and basic budgeting and planning system. Every subject said that their department uses spreadsheets.
The end result therefore is financial reporting systems that are extremely labour intensive (and therefore expensive) & extremely prone to material error. Not a good situation!
• In Europe, A.R.C. Morgan interviewed 376 individuals responsible for overseeing SOX compliance in multinationals that do business in the United States. More than 80% of the respondents said that their firms use spreadsheets for both managing the control environment and financial reporting. European Companies are taking a faltering approach to Sarbanes-Oxley. Sept 20, 2004, TMCnet.com,
IS THERE A BETTER WAY?
Our clients tell us that what they want to know is “How do I simplify/speed up the financial reporting process, AND reduce the risk of errors so that I can lower the cost of this required process?” This is where our article in next quarter’s Chemunicator will start off.
I am always amazed at how many sophisticated organizations believe that the spreadsheet is THE appropriate tool for just about every task. Spreadsheets are like the Swiss Army Knife for finance professionals the world over. Professionals “know” the tool, it is quick and easy. Seemingly great for getting the job done fast. Time and again however, we see clients with monstrous spreadsheets, often many spreadsheets, linked together to meet their ongoing financial reporting needs. The complexity of some of these systems can be overwhelming but the accountants make it work through significant time investment. Lots of effort manually pulling numbers, updating formulas, and proofing their work.
In the mean time, perhaps you might consider how heavily your company relies on spreadsheets.
- Jamie Black
Considering all their team’s effort and diligence, most CFO’s are shocked to
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All employees of CACD member companies are eligible to be a part of the Waterloo Insurance
Group Auto & Home Insurance Program We offer discounted insurance products to groups and associations across Canada, catering to all of our English and French speaking members.
Save up to 50% on your insurance products, plus your group discount! For a no-obligation quote, contact Waterloo Insurance today. For English speaking service contact: Toll Free: 1-866-247-7700 For French speaking service contact: Toll Free: 1-800-361-7573 Email: email@example.com
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Du bureau du
Nous ne pouvons faire tout, mais nous pouvons tout faire ce que nous pouvons Dalton McGuinty à Oakville, le 5 mars 2009.
Suivre le dirigeant……..
C’était difficile d’écrire quelque chose de positif au milieu d’une période où nous sommes inondés de messages négatifs et la peur de perdre son emploi. Et tout d’un coup ça m’est venu, ce que l’on a vraiment besoin aujourd’hui, c’est un bon dirigeant. Un bon dirigeant est quelqu’un qui peut nous porter à travers les temps durs. Un bon dirigeant est quelqu’un qui inspire les autres et dirige objectivement, qui prend des décisions éclairées, et qui a son cœur à la bonne place. Récemment j’ai eu l’occasion d’entendre Dalton McGuinty, le premier ministre de l’Ontario, parler à un dîner à Oakville. Politique à part, j’ai été inspiré par sa capacité à garder l’attention de l’audience. Quelqu’un mentionnait que quand McGuinty parle « on pouvait entendre une aiguille tomber ». Qu’estce qu’il a que les autres dirigeants pourraient apprendre? C’est une abilité innée à diriger. Les bons dirigeants écoutent, inspirent, restent positifs, respectent autrui, ont de l’intégrité et de la crédibilité, gardent le contrôle, donnent crédit à ceux qui le méritent, et pensent à l’avenir. Ceux-ci sont les chefs que les autres veulent s’entourer. Dirigez-vous votre groupe de la façon que vous voudriez être dirigé?
• Manque de sensibilisation aux problèmes de l’industrie • Doit reconnaître DR®, et ce que l’industrie a accompli • Devrait utiliser l’industrie comme ressource (technique ou autre) Allant de l’avant, le conseil avec l’association des comités membres, et les dirigeants de l’industrie, livreront le message et visent à recevoir les réponses que les membres recherchent. Tout ceci en restant positif, en inspirant les membres, en reflétant les valeurs de la distribution responsable et en prenant des décisions qui ne seront pas toujours à l’avantage des membres, mais pour le bien de l’ensemble. En ces temps d’instabilité économique, il est essentiel de se rappeler que les Canadiens ont toujours été de bons dirigeants, partisans, amis et survivants. Nous le ferons encore!!! Dirigeons!
Parlant de diriger, le conseil de l’association Canadienne des distributeurs de produits chimiques (ACDC) vient récemment de tenir plusieurs réunions de direction à travers le pays. Les directeurs ont écouté, entendu, questionné, répondu, et livreront le message aux élus officiels des groupes impliqués (agences gouvernementales, fournisseurs, associations connexes et autres). Voici ce que les compagnies membres de l’ACDC avaient à dire à propos des livrables de l’association :
Cathy Campbell P.S. J’espère vous revoir avec vos collègues directeurs à Kananaskis en mai pour le congrès annuel. Plus que jamais, il est important d’appartenir à votre association.
RÉGLEMENTATION : • Moins de duplication réglementaire et de rapports – chacune indépendantes et de minimes différences entres-elles (fédérale, provinciale, municipale, régionale, etc) • Inconsistances à tous les niveaux (interprétation, inspections, etc) Ceux-ci sont considérés comme une perte de ressources – humaines, temps et argents.
Green and Lean
• Manque d’opérateurs qualifiés • Manque de camions • Doit travailler avec le transport ferroviaire pour améliorer nos relations, le service, et les attentes des deux groupes.
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From the desk of the
We can’t do everything, but we can do everything we can. - Dalton McGuinty in Oakville March 5 th, 2009 Follow the Leader……………
It was hard to write something positive at a time when we are inundated with negative messages and the fear of being the next to be laid-off. Then it came to me….what we really need right now is good leadership. A good leader is one who can carry us through the hard times. A good leader is one who inspires others and leads with objectivity, sound decision making and has their heart in the right place. Recently, I had the opportunity to hear Dalton McGuinty, Premier of Ontario speak at a luncheon in Oakville. Putting politics aside, I was inspired by his overall capability to hold the audience’s attention. One person commented that while McGuinty spoke “you could hear a pin drop.” What does he have that other leaders could learn? It is his natural-born ability to make others follow. Good leaders listen, inspire, stay positive, respect those around them, have integrity & credibility, stay in control, give credit to whom it belongs and think of the future. These are the ‘chiefs’ that others want to be around. Are you leading your group in the manner that you would want to be lead?
Speaking of leading, CACD’s board has just gone through a series of leadership meetings across the country. The directors listened, heard, questioned, responded and will take the message forward to the elected officials of the interested parties (governmental agencies, Suppliers, allied associations and others). This is what the leaders of the CACD member companies had to say they wanted the Association to address with the government: REGULATORY ISSUES: • Less duplication of regulations and reporting - each independent of the other & minor differences with each. (Federal, Provincial, Municipal, Regional, etc); • Inconsistencies in all aspects (interpretation, inspections, etc). These are seen to be a waste of resource – people, time & money. TRANSPORTATION ISSUES: • Lack of qualified drivers; • Lack of trucks; • Need to work with railway to improve relations, service and expectations of both parties. GOVERNMENT ISSUES: • Lack of awareness of the issues facing Industry; • Must give recognition for RD & what industry has accomplished; • Should use Industry as resource (technical or otherwise). Going forward, the board with assistance from committee members, and the leaders of the industry will deliver the messages & strive to get the answers the membership is looking for. All this while staying positive, inspiring the membership, reflecting the values of Responsible Distribution® and making the decisions that are not always in favour, but for the better good. In these “economically challenging times” it is essential to remember that Canadians have always been good leaders, helpers, followers, friends and survivors. We will do it again!!! Lead on!
Cathy Campbell P. S. I hope to see you with your fellow leaders in Kananaskis in May for the annual meeting. More than ever, it is important to be a part of your association!
THE ONLY THING CHALLENGING ABOUT ENVIRONMENTAL INSURANCE IS NOT HAVING ANY.
The Environmental and General Liability Exposures (EAGLE) Program through the AIG Companies makes getting environmental insurance simple. The benefits of the EAGLE program, for a broad spectrum of distributors, processors and manufacturers, are clear: • Helps reduce risk of coverage gaps • Helps save time and budget with a single program and single underwriter • Provides access to value added programs With the strength of the AIG Companies behind it, EAGLE provides a customizable solution – insurance simplicity for environmental complexities. ®
For more information about AIG Environmental, call your insurance broker or contact us at firstname.lastname@example.org
THE STRENGTH TO BE THERE. ®
AIG Environmental is a division of the property and casualty insurance subsidiaries of American International Group Inc. (AIG). Insurance underwritten by member companies of AIG. The description herein is a summary only. It does not include all terms, conditions and exclusions of the policies described. Please refer to actual policies for complete details of coverage and exclusions. Coverage may not be available in all states. Issuance of coverage is subject to underwriting guidelines.
Published on Feb 18, 2010