The Falkins-Western connection: a win-win-win situation

Insurance needs may change but service remains at the forefront

It was smiles all around at the official unveiling of new signage at Western Financial Place (formerly the Cranbrook RecPlex) on September 4th. From left are Falkins Insurance Group CEO Bob McGill, Western Financial Group CEO Scott Tannas and Cranbrook mayor Wayne Stetski. — Sandra Albers photo

Falkins Insurance Group, now a partner of Western Financial Group, has been providing peace of mind to its clients for 115 years, with a history that dates back to the gold rush days of Fort Steele in 1897. Western Financial, meanwhile, has purchased naming rights to the former Cranbrook RecPlex, adding a cool $750,000 to City of Cranbrook coffers. Kootenay Business caught up with Falkins CEO Bob McGill, who was pleased to answer our questions.

Will the association with Western Financial Group mean enhanced services at Falkins or will it be business as usual—in the best sense of that phrase?

Western has actually been a partner in Falkins since 2004 when they first bought shares. It was the first phase of a planned multi-year purchase, which will conclude on January 1, 2014 when Western is to purchase the remaining shares and own the brokerage outright. But to answer your question, Western will bring benefits to our existing customers, future customers and our employees. Western, being as large as they are, will open the door to more insurance products as well as other financial services that we presently do not carry. For our employees, it brings more career opportunities and the ability to move within a much larger organization. It is a win-win-win situation—(for) customer, employee and employer.

The (former) Cranbrook RecPlex has been renamed Western Financial Place. When wlll the Falkins name change to Western Financial to take advantage of what must  be a superb branding/advertising opportunity? Is there a date confirmed for the name change to take place?

Although I cannot say for sure, I would expect that the name Western Financial will replace Falkins in 2014. It would make sense for the name to change as Western Financial is a very recognizable name throughout much of Western Canada. In the meantime, we have entered into a co-branding phase, which will introduce Western as a partner of Falkins. Yes, the renaming of the RecPlex was an excellent opportunity and great timing as it allows Falkins the opportunity to introduce Western to the public and to our customers. Western has a track record of being significant corporate citizens in the communities they operate in so I expect they would have done this regardless of the great timing opportunity it presented.

Are there any other sponsorship or branding opportunities affiliated with the building itself that Falkins will be involved in?

For Western, this is not just an opportunity to put their name up in lights. It is also an opportunity to work with the building's landlord, the City of Cranbrook, and the main tenant, the Kootenay Ice, to support and promote entertainment for the citizens of the Kootenays. Western intends to work closely with both parties going forward.

What exactly is involved in the process of joining Western Financial? What time frame are you looking at?

It is actually a fairly easy process—at least, Falkins and Western have made it so. When you consider we had a 10-year plan to accomplish this, we were able to plan for a smooth transition. For our employees, we have slowly adopted many of Western's employment policies and practices so that the change for our employees will be seamless. For our customers, the only notable change will be the name and, as mentioned, we are introducing the Western name through a co-branding effort over the next one and a half years.

Falkins has been around for 115 years. What accounts for such impressive longevity?

Without question it has been the strong corporate culture that was established by the company's founders and carried on by subsequent partners and employees over the past century. That culture is one of high business ethics, support of our employees and their families, and being committed to helping our customers.

How have people's insurance needs changed from a century ago to today, and how has Falkins evolved to meet those needs?

Firstly, and most obviously, people's material wealth has grown significantly over the decades. Also, on the commercial end we have far more industry and infrastructure that must be protected. With this constant evolution comes the need to develop insurance products to meet the requirements of consumers. Falkins has always availed themselves of the latest insurance products for their clients. Another need (that) has changed over the years is the means by which people choose to communicate and transact their insurance. Here again is an area which Falkins has paid close attention to and ensured that we always remain at the leading edge of communication.

It's pretty hard to top Bob Dylan in Cranbrook. (The iconic musician performed here on August 12th.) But what would be your dream event or act to come to the newly renamed Western Financial Place?

Dream act? The Rolling Stones! But realistically, how about a great Canadian performer—Michael Buble.

How long have you been in the insurance industry, and when did you join Falkins?

I have been in the industry for 33 years. The day after I graduated from the University of Manitoba I moved to Calgary and started with an insurance company where I remained for 13 years. I moved to Cranbrook and joined Falkins in 1992 when one of the partners retired and I was approached to join the company—a move I have never regretted.

Do you have a mentor, or someone who has inspired you over the years?

I have been fortunate enough to have had a few, actually. With respect to my years at Falkins, I would not hesitate to say that my two long-time partners, Simon Murphy and Sandy Westover, are two exceptional business people who I have learned so much from. Partnerships are risky and more often than not they fail. I have been blessed to have always had great partners.

What was your first job and what did you learn from it?

My first job was packing groceries at Safeway when I was 15. I had to get five haircuts throughout the hiring process to finally meet their standards. I learned the importance of customer service—Safeway was then, and remains today, a fine example of good customer service.

Do you have a favourite motivational quote?

I am not so sure it is a motivational quote but it is certainly one I try and apply both at work and at home. "Life is what you make of it." Whether good things or bad things come your way, it is how you choose to deal with them that matters. We all have the ability to make things better.

What brings you the most joy at work?

Seeing my co-workers going about their jobs with commitment and a positive attitude.

What's the best part of your work day?

The beginning of the day, because I enjoy my work and the people I work with.