The core of adjusting has remained the same: Obtain a quality settlement and pay a dollar-for-dollar claim. But the technology we use to support adjusters and manage claims has certainly changed how we get to that settlement. On the adjuster side, instead of a pencil and paper, we use tablet computers in the field. We can use Google Earth to look at an area both before and after a storm. From an enterprise perspective, technology allows us to handle claims consistently, in one format, throughout the entire world. We can monitor claims and understand their status in real time, as we do in the Crawford Command Center in Atlanta. Technology has already had a significant impact in terms of our operations and the quality and outcomes we offer clients, and it's clear that it will have an even greater impact in the future.

Are there any memorable events that resonate in your memory?

The destruction caused by Hurricane Katrina is something I will never forget. I was in Mississippi within a day or two of the storm, and we toured the area. It was devastating. I've never seen anything like it, in terms of how severe it was and how far inland it went. I've been in the business a long time, but I've never walked down streets where everything was just gone.

What are your retirement plans?

I've retired three times, and each time I end up busier than I was before. I really enjoy teaching, and I'm very concerned about leadership in this country. Those are two areas where I'm focusing some of my efforts. On a professional level, I just started Crawford Corporate Coaching, which teaches executives about the management system I have used for over 30 years. That system has allowed me to establish successful environments and cultures in six different companies. I'm serving on three boards and was just named chairman of the board of Superior Access Insurance Services, an online insurance wholesaler.

My volunteer work includes leading the Atlanta chapter of a national servant leadership group called CEO Netweavers. We have a group of about 75 CEOs and partners who get together to help members transition into new roles, share our experiences, and work on service opportunities. We coach small companies that might be struggling and can't afford consultants, and we spread the word about servant leadership traits.

Also, one of my passions is public speaking, and I'm giving a lot of talks about business leadership and what we need to do to get more connected to people, communicate more effectively and demonstrate integrity in our organizations. We need to get away from some of the greed that has caused problems in organizations today and focus more on connectivity with employees. Employees should come first; it's the only way to offer great service to clients.