When Evolution is the Constant, Relationships Matter Most
Brad Cossingham’s Journey From Fax Room to CEO by Carole VanSickle Ellis Brad Cossingham, CEO of National Field Representatives (NFR), grew up around the property preservation business. “My father founded the company in 1989 when he purchased two existing companies and formed NFR,” Cossingham explained. “As a kid, it was not uncommon for me to be sent to the corner drugstore to have the films by the contractors developed. This was the practice before the adoption of digital photography.” Cossingham left home for Bentley University in 1998 and earned a degree in business administration and management, but returned to NFR in 2003 to begin an extended training process. The senior Cossingham was determined not to treat his son differently than any other employee in the company, and he made that goal clear from the time the young man started in his first formal position. “My dad made it very clear that I would have to earn a place at NFR,” Cossingham recalled. Earn that place he did, working nearly every position in the company over the following years. Cossingham started out as a property inspections coordinator, spent some time in the fax room, worked in the insurance loss department, had a role in IT, and ultimately “got hooked,” as he put it, on property preservation. “That is where I moved into a management role and ultimately became vice president of property preservation, then senior vice president of operations, and, eventually, president and CEO,” he said. “A lot has changed since the fax room,” Cossingham laughed. The fact that Cossingham not only remembers getting contractors’ film developed at the corner drugstore but was actively employed in the fax room where companies used to handle much of their “instant communications” is a testament to just how much experience he has in the property preservation space—and how well-equipped he is to lead NFR through yet another evolution during COVID-19. “Things have evolved since I started, and they are changing even more now,” he said. “We have come a long way from when processing just 400 inspections took a week to complete. Today, the same volume takes us only four or five minutes!” Perhaps the biggest shift since the start of 2020, of course, has been the decline of in-person communications as COVID-19 concerns and health policies created barriers between service providers like NFR and company clients used to seeing representatives in person. Fortunately, communication is a strong suit for NFR and flexibility is a point of company pride. “From our beginnings in 1989 to today, interactions with our clients have certainly morphed,” Cossingham said. “In the early years, there was less face-to-face interaction and a lot more paperwork. We used to send reams and reams of paper to contractors to place orders, then process the hard-copy results in order to provide our clients with hard-copy reports, photos, and invoices. Then, we transitioned from hard copy to fax, and then to electronic communications. As that happened, we also began to increase our face-to-face interactions. Today, we have adopted technology to aid in the ‘face-to-face’ interactions while travel is restricted due to the pandemic. It’s an entirely new challenge, but we know communication remains crucial.” Cossingham said that NFR’s determination to communicate with clients and investors clearly and reliably has played an integral role in the company’s ability to navigate other changes in the economy and the industry over the past three decades. “The question has always been, ‘How do we best communicate?’ That is the question whether you are corresponding through a digital platform, over the phone or fax, or in person,” he said. “Our top priority remains staying in touch with our clients and ensuring they know that we value the relationship. We care about them as human beings as well as business partners, and our focus is creating and maintaining long-lasting, mutually beneficial relationships.” To some clients, this means that NFR representatives are willing to get on a plane and meet in person (following appropriate safety precautions of course), but for most, it means being willing to talk via phone or video when the client is available—even if that availability takes place outside traditional business hours. Cossingham said NFR frequently contacts clients simply to check in even if the account is not currently experiencing any unique challenges. That, he said, is an indication of how the entire company operates: very much like a family. This mindset extends not only among employees, but outward to clients and contractors as well. Cossingham said proudly that NFR employees model this perspective in all their business interactions. “We are where we are as a business because of our employees,” Cossingham said. He explained NFR still views itself as a family business despite having hundreds of employees and an extensive contractor network across the country. “Early in the pandemic, we decided to stay the course and worked hard to retain as much of our team as we possibly could. We were successful. I am pleased to say that we have navigated the pandemic with no layoffs.” The key to this success lies in the flexibility that Cossingham’s father demanded of the organization when he started the company. Cossingham says this flexibility enabled the company to dedicate much of 2020 to working on procedures and systems that will help clients and the company navigate the foreclosure surge most analysts predict will begin when foreclosure moratoriums and eviction bans end in late 2021. “There is another side to the moratoriums and forbearance plans,” Cossingham warned. “We have to be top notch, prepared, and ready to assist our clients when restrictions are removed and default inventory surges.” NFR dealt with a foreclosure surge of a different nature in the wake of the housing crash in the mid-2000s. “We have seen large shifts in volume before, and we are even better prepared this time,” Cossingham said. Thanks to a wide base of contractors and two decades of experience in the business in 2008, NFR was able to ramp up operations
Read More