In building FirstLight Home Care of West Suburban Boston, I have followed quite a few of the business philosophies and values of my former boss and mentor, Doug Laughlin. Doug had founded a highly successful advertising agency in the Washington, DC area, which I had joined at formation–after working for him as my “big boss” just a few years prior in my early business career. Sadly, Doug recently passed away. I am reminded of how much I have embraced his business approach.
Doug was a very caring person, a true gentleman, with a great sense of humor and a multitude of life experiences–from his time in Cleveland, Dallas, Arkansas, while serving in the U.S. Army in Public Affairs, in West Germany, and while working in advertising in NYC–many of these experiences were shared in memorable stories with practical, life lessons. He was always committed to a professional business environment with the highest standards of quality and service–and a respectful workplace where everyone’s voice could be heard. He built an inclusive culture which was hardworking and fun–and we were all proud to be a member of his team.
He was passionate about the organizational missions of his clients and spared no expense to do things correctly. He priced services to clients fairly–he was all about an equitable relationship and he was always about “doing the right thing.” He had a long-term perspective on the business and what was needed for success in terms of top-notch people, equipment, and other resources–and Doug would make those investments for a better quality of work-life for his entire staff and a better quality product for his clients. He had already taken on risk to launch the agency, but he did not shy away from putting more dollars on the line, often stating, “In for a penny, in for a pound.”
He was a champion of his industry, investing in supporting education and advocacy, often noting that “a rising tide lifts all ships.”
When things went wrong, as they sometimes do in any business, Doug’s focus was to solve the problems or issues, without drama or blame, to the general satisfaction of clients, staff members, and others–not an easy outcome to achieve.
To Doug’s family, including sons, Chris and Scott who I had the pleasure to work with, my condolences, and do know that many of Doug’s powerful business practices continue to be applied every day to a growing home care agency outside of Boston.
This post is a re-print of a LinkedIn article from Steve Stern’s profile at https://www.linkedin.com/in/stevemstern/ One of the responses to the post was from one of the agency’s former clients, R. Jolly Brown, and it is worth sharing here as it captures an insight into Doug’s philosophy from another perspective.
“I think one of his great attributes was the way he hired great people and then let them do their thing……….every year I believe this is the most important skill that determines a great leader………you can’t take the hill by yourself and Doug really knew that truth early on!”
— Steve Stern, President & Owner, FirstLight Home Care of West Suburban Boston, January 2019. Steve served as Vice President, General Manager, at LMO Advertising in Arlington, VA from 1995 to 2004, reporting to Doug Laughlin, President. Steve directed the financial activities and day-to-day operations of the largest independent, full service agency in the Washington, DC market. Clients included: the National Guard, Chevy Chase Bank, Verizon Federal, AARP Pharmacy Service, Washington Metropolitan Area Transit Authority (MetroRail/Bus), and Virginia Railway Express. Earlier, Steve, as an Account Executive, reported to Doug through his supervisor, Ron Owens, at Bozell Worldwide from 1990 to 1992.
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