Issue link: http://digital.canadawide.com/i/118161
president'smessage IF BCAA DELIVERS AN amazing experience for our Members, then we are successful. And if we are successful, we can deliver an amazing experience for our Members. Let me explain: Member loyalty is a key element of BCAA's success. And in order for us to keep building to provide services that exceed your expectations, we need to be successful in a number of other areas, too. First, to ensure we will be there when you need us most, financial strength is crucial. We generally don't borrow money, so we must fund improvements and expansion from our operating revenues and reserves. Thanks to you, we're forecasting to end this year in a very strong position, allowing for future service enhancements. Growth is another critical indicator of our success. Members "vote" with their dollars, so if more Members do more business with us, it's a good sign we're doing things well. Additionally, growth allows us to realize efficiencies that we can return in the form of added Membership value. Growth also fuels investment in better systems and services. And, we're proud to report that BCAA is growing steadily. Then again, it's not all about the numbers. We also measure success by doing the right things for our communities and the environment, as outlined in our three-pillar Corporate Responsibility Plan (www.bcaa. com/CRP). Similarly, another key measure of BCAA's success is the satisfaction and engagement of our team members. The more connected they feel to the BCAA brand and their teammates, the more amazing is the experience they deliver. We work hard every day to ensure that the BCAA team does exciting work with interesting people. Which brings us back to you, to the Members we proudly serve. By continuing to do business with BCAA and trusting us to meet your insurance and roadside assistance needs, you help us meet those needs in amazing ways. And that spells success for both you and BCAA. Thank you for your business! Tim Condon President and CEO, BCAA 6 WESTWORLD p06-07_Prez.indd 6 >> FA L L 2 0 1 1 8/17/11 12:06:11 PM