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“In 1996 and 1997, Aon Risk Services acquired four major insurance brokers. During this period, our workforce in the UK increased 15-fold. Suddenly, hundreds of people who had been competitors and rivals had to become friends. In order to rationalize the business quickly, we had to do a number of painful things, including trimming the workforce and asking the ‘survivors’ to adopt an array of foreign systems, methods and procedures, many of them from new locations. “By first quarter 1998, employee surveys showed a huge degree of negativity and distrust. Some very talented and productive people were leaving because they didn’t like what was going on. And, in some cases, important customers went with them. The entire acquisition was in danger of falling apart because people weren’t connected to each other or the company. We may have transferred people’s legal loyalty, but we hadn’t transferred their emotions — their hearts and minds. “Through their creative brilliance and enthusiasm, Pecos River has helped us deal with the people issues associated with our acquisitions: distrust, negativity, self-protection, anger and the like. We’ve learned to trust each other with client relationships — and that’s fundamental to delivering a broader range of capabilities and services. Even if you’re an absolute genius, you can’t respond fully to a client alone. The issues are just too complex. It takes more than one person, department or business unit. It takes an ability to combine expertise across many different disciplines. “For us, Pecos River has had a unifying effect. They’ve helped us understand that if we want to succeed in an increasingly demanding market, we’ve got to be partners with each other — we’ve got to be open-minded, transparent, trust each other and deliver together. By expanding the boundaries of our shared knowledge, we’re bringing undeniable value to clients. “In the last 12 months, we’ve become tremendously interdependent. Our company of former rivals now puts together major, strategic deals worth millions of pounds in terms of revenue. We’re constantly hearing stories where people say, ‘We trusted each other, we worked together and we won.’”
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