Gratitude as a Guiding Principle

By Bob Reardon, CEO, ISG

Every year as the holiday season approaches, I take time to reflect on the importance of gratitude—not just as a seasonal gesture, but as a guiding principle of my personal and professional life. Expressing appreciation is essential in every facet of business relationships. Gratitude goes beyond boosting morale; it helps strengthen relationships, improve collaboration, and deliver better outcomes for all those we serve.

At ISG, we are privileged to serve in industries that play a critical role in supporting individuals and businesses through difficult and often unexpected situations. It’s a responsibility that requires skill, empathy, and dedication, and it’s made possible by the tireless work of our team members and partners. Expressing gratitude for this effort isn’t just a seasonal gesture — it’s a recognition of the value each person brings to our shared mission – to achieve optimal claim outcomes.

Studies consistently show that a culture of gratitude contributes to higher job satisfaction, lower stress levels, and improved collaboration. These benefits are felt not only within our organizations but also in the outcomes we deliver for our clients and stakeholders. By fostering an environment of appreciation, we see positive results in employee retention, claims handling, and even client relationships.

In our line of work, from Workers’ Compensation to Property & Casualty to Auto Liability, recognizing the efforts of every individual — whether an adjuster, paralegal, program manager, customer success manager, investigator, or support staff member — strengthens our collective resolve to deliver excellent outcomes. As leaders, we can inspire these small but significant changes that lead to a culture where every contribution is valued.

As we approach 2025, I encourage each of us to reflect on the impact of expressing gratitude not just as a holiday sentiment, but as an ongoing practice. By doing so, we continue to strengthen the foundation of trust and support that underpins everything we do.