September e-Insight - Member by Big I Illinois

SEPTEMBER 2020

INSIGHT iia of il

October 6-8

ENHANCING YOUR KNOWLEDGE EXPANDING YOUR OPPORTUNITIES ReTHINK... ...the future of insurance moving forward. ReINVENT... ReIMAGINE...

ÂŠ SECURA Insurance

Commercial | Personal | Farm-Ag | Specialty

September 2020

Editor & Graphic Design - Rachel Romines

Advertising - Tami Hubbell

CONTENTS 11

11 12 16 20 22

IIA of IL Launches New Market Access Program How to Keep Going When You Want It All to Go Away

By John Graham

Virtual CONVO 2020 Enhancing Knowledge... Expanding Opportunities Struggling to Build Your Business and Increase Sales?

By John Chapin

Why Every Manager Should be a Coach, Not a Boss

By Caliper

In This Issue

The Independent Insurance Agents of Illinois (IIA of IL) has been providing members with a sustainable competitive advantage since 1899.

7 9 15 24 26

President’s Message Trusted Choice

e-Insight Associate News

27 28 29 30

IIA of IL News Agency Members in the News Young Agents Classifieds

Outgoing Board Members

info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744

2009 • 2010 • 2011 • 2012 • 2013 2014 • 2015 • 2016 • 2017 • 2019 • 2020

Insight is the official publication of the Independent Insurance Agents of Illinois (IIA of IL). The magazine is published monthly for the members of the IIA of IL, with the office located at 4360 Wabash Avenue, Springfield, Illinois 62711-7009; Consumer Website: www.ChooseIndependent.com. The IIA of IL welcomes letters discussing concerns of the insurance industry, articles, editorials, other matters of interest to the membership. The editor reserves the right to edit and select submissions for publication. Address submissions for review to Rachel Romines at rromines@iiaofil.org. For advertising information, contact Tami Hubbell at thubbell@iiaofil.org.

ADVERTISERS

Board of Directors Executive Committee

Chairman of the Board | Patrick Muldowney (312) 595-7192 | patrick.muldowney@alliant.com

APPLIED UNDERWRITERS

President | Bill Wirth (618) 939-6368 | billw@wirthagency.com

ARLINGTON/ROE

President-Elect | George Daly (708) 845-3311 | george.daly@thehortongroup.com

BERKSHIRE HATHAWAY GUARD INS. GROUP

Regional Directors Region 1 | Lisa Lukens (618) 942-2556 | salibainsurance@gmail.com Region 2 | Joseph Heneghan (618) 639-2244 | joe.heneghan@hwcrins.com

DONEGAL INSURANCE GROUP

EBRM

GRINNELL MUTUAL REINSURANCE COMPANY

ILLINOIS CASUALTY COMPANY

INDEPENDENT MARKET SOLUTIONS

IMT INSURANCE

INSURANCE PROGRAM MANAGERS GROUP

JM WILSON

Region 3 | Christopher Leming (217) 321-3185 | cleming@troxellins.com

Cover Tip

Region 4 | Bart Hartauer, CIC (815) 223-1795 | hartauer@hartauer.com

SECURA INSURANCE

Region 5 | Nick Gunn, CIC (309) 691-1300 | nickgunn@nixonagency.com

WEST BEND MUTUAL INSURANCE CO.

OMAHA NATIONAL

IIA of Illinois Staff Director of Information and Technology Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org

Director of Government Relations Evan Manning - (217) 321-3002 - emanning@iiaofil.org

Director of Education and Agency Resources Brett Gerger - (217) 321-3006 - bgerger@iiaofil.org

Office Administrator Kristi Osmond - (217) 321-3007 - kosmond@iiaofil.org

Accounting & Admin Services Tami Hubbell - (217) 321-3016 - thubbell@iiaofil.org

Director of Communications Rachel Romines - (217) 321-3024 - rromines@iiaofil.org

Director of Human Resources, Board Admin Jennifer Jacobs - (217) 321-3013 - jjacobs@iiaofil.org

Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.org

Sr. Vice President/Chief Financial Officer Mark Kuchar - (217) 321-3015 - mkuchar@iiaofil.org

Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net

Chief Executive Officer Phil Lackman - (217) 321-3005 - plackman@iiaofil.org

Director of Prof. Liability & Ins. Products Carol Wilson, CPIA - (217) 321-3011 - cwilson.indep12@insuremail.net

Central/Southern Marketing Representative Lori Mahorney - (217) 415-7550 - lmahorney@iiaofil.org

Planning & Coordination | Cindy K. Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com Young Agents | Allyson Padilla (618) 393-2195 | allyson@blanksinsurance.com

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Delivering

Best-In-Class Service

...since 1889

We understand the importance of delivering outstanding customer service. That’s why we have real people waiting to help you when it’s needed most. It’s just another way we are There when it matters most.™ for our agents and policyholders.

DonegalGroup.com

What a Year It Has Been! For some time now, we’ve been reading and talking about business disruptors. In order to remain successful, we must learn to adapt. Well, throw in a worldwide pandemic. Fuel it with fear, politics, and science… and hang on! Clearly, the authors of all those business disruption articles were not thinking quite this far out of the box. But, we’re certainly living through one of the most disruptive times in our lives. Years from now, we’ll look back and remember how we reacted, how we responded, and how we adapted. When Governor Pritzker issued emergency orders in March 2020 defining essential and non-essential businesses and forcing certain businesses to shut down, everyone seemed to have more questions than answers. Immediately the Big I and IIA of Illinois responded. Our industry was deemed essential, and your association delivered valuable resources helping members address many significant issues all of our clients were facing. Based on standard policy language, could loss of business income coverage apply to losses caused by the Covid-19 virus? How might workers’ compensation respond if employees get sick? What financial resources might be available to assist businesses? The list goes on and on. The disruption continues, and the dedicated staff of experts at the IIA of Illinois continue to develop and deliver resources to help our members assist their clients. Visit iiaofil.org/Covid-19-Resources. It’s times like these that remind us all of the value of membership in your association. Despite the priority of spending countless hours responding to the Covid-19 crisis, your association continues to move forward with initiatives focused on improving our industry and our way of life as independent insurance agents. Our pre-licensing program is live and although it too was disrupted earlier this year, the move (at least temporarily) to allow pre-licensing requirements to be completed online has accelerated this program’s success. That success continues to be driven by the knowledge, hard work, and professionalism of your dedicated association staff. With over 930 member agencies in the state of Illinois, our membership is clearly one of the most diverse in the entire country. Your association includes 10 regions spread across the state, with volunteers serving as regional directors in all 10 regions. In total, over 25 volunteer association members of the IIA of Illinois make up one of the most diverse boards in the national Big I. Beyond diversity within the board, we continue to recognize the opportunity to further develop diversity and inclusion within your association and look forward to the initiatives being developed by your incoming President, George Daly and Secretary/Treasurer and Big I Diversity Chairperson, Bennie Jones.

president's message | INSIGHT which we live, we can either be reactive or proactive. The events of 2020 continue to remind us of this fact every day. Our ability to be virtually connected has allowed entire companies to abandon office space and work from home. Instead of driving from the northern or southern ends of Illinois to meet in Springfield, we’ve been conducting IIA of Illinois board meetings virtually from our offices, our homes and even our vehicles in an effort to help everyone stay healthy. This ability to connect and conduct business online certainly creates efficiencies. Will this ability to virtually connect result in a disconnection of sorts? Time will tell. Regardless, as a board, we certainly recognize the need to proactively adapt. As such, we have recently developed a new Technology Committee to serve association members. As agency owners and agency staff, we seem to be constantly bombarded with technology products. How do you know what might work best for you and your clients? The addition of the IIA of Illinois Technology Committee is yet another example of the extraordinary value you receive as members of the IIA of Illinois. As the world adapts, your association staff continues to respond. Every October, the IIA of Illinois showcases one of the most successful industry events in the country with our annual CONVO (convention). Each year member agents and insurance carrier representatives look forward to three days packed full of education, training, entertainment, and socialization. We all look forward to this tradition and the connection that CONVO offers. However, current circumstances are forcing us to adapt to a Virtual CONVO this year. Planning and successfully delivering a virtual convention with relatively short notice is a monumental task. The good news… you have an incredible team of intelligent, creative, and hardworking professionals within the association staff that will continue to deliver a first-class convention. As my year as President of the IIA of Illinois comes to a close, I want to express my appreciation to you, our members, for your continued support. Your staff in Springfield works hard every single day, and they are working for you. I also want to recognize the dedication of our entire volunteer Board of Directors. Just like you, they have clients, agencies, and families to serve, yet they have dedicated a great deal of time to give back to our industry and to help you. Personally, without my agency office team taking care of our clients, serving on the IIA of Illinois board would have been extremely difficult. They will always have my gratitude. Finally, I must thank my family, my wife Angie, daughter Nora, and son William for their continued support the entire time I have been involved with the IIA of Illinois. With that, please help me welcome George Daly as your new President of the Independent Insurance Agents of Illinois. Sincerely,

As our industry continues to adapt to the “online” world in

Bill Wirth - IIA of IL President - (618) 939-6368 - billw@wirthagency.com september 2020

insight

20 Years and Counting Unlike many other carriers, West Bend believes in the value of long-term relationships. That’s why many of our personal lines underwriters, like Amy, have worked with their agents for so long. Amy trusts her agents as resources for many important things, including “life stuff” and they trust her, too. And that makes the relationships that much stronger.

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september 2020

Trusted Choice® Big “I”

MEMBER RESOURCES

www.trustedchoice.com/agents Trusted Choice® is designed to amplify your local marketing efforts and highlight the value that independent insurance agents bring to consumers. All members automatically get access to these materials.

Login with your Big “I” credentials at www.trustedchoice.com/agents Need help resetting your password? Email us at trusted.choice@iiaba.net

TOOLS TO STRENGTHEN YOUR ONLINE PRESENCE Digital Reviews Is your website optimized? Need some

help with social media? Our Digital Reviews provide a one-on-one consultation and detailed report. Gain insight on improving your agency website, how to optimize for SEO and the user experience, as well as a review of your social media outlets. Learn how to create or improve your website and/or social media accounts. You’ll walk away with an actionable report that spells out your next steps.

Website Partnership

Trusted Choice has partnered with five industry leading web service providers to give members the ability to select a vendor that best fits their needs. Members will be able to choose from a variety of price points, site capabilities, layouts and service levels. Some platforms offer full site management, others are DIY and some are in between. Schedule a demo with any of our partners to see how they can upgrade your online presence! Visit trustedchoice.com/agents for more info

REIMBURSEMENT & REFERRALS Marketing Reimbursement

Trusted Choice can reimburse agents up to $1,500 for marketing expenses incurred in 2020. Reimbursement is available in the following ways: Up to $750 for co-branding consumer facing items with the Trusted Choice logo, $500 for upgrading your website with one of our preferred partners and up to $250 for signing up for an Advantage subscription on trustedchoice.com for 3 months.*

Get Referrals

Want to boost your inbound sales referrals? Need to grow your book of business this year? Subscribe to an Advantage profile at TrustedChoice.com- our consumer website that receives traffic from millions of consumers each year. TrustedChoice.com delivers referrals to Big I members through their online portal: trustedchoice.com/advantage. All Big I members receive a free directory listing.

* $750 is lifetime amount per agency location, $500 and $250 is lifetime amount per agency.

www.trustedchoice.com/agents

MEMBERSHIP MEANS MARKET ACCESS FREE MARKET ACCESS FOR YOUR AGENCY WHEN YOU NEED IT Let’s face it – Independent agents need good markets to be competitive. Greater access means more opportunities for success. WE’RE HERE TO HELP. Independent Market Solutions creates company relationships for agents who may be unable to secure appointments on their own. Through association membership, agents can access multiple insurance carriers and grow their business into long-term, direct appointments.

WWW.IIAOFIL.ORG/IMS

IIA of IL Launches New Market Access Program: Independent Market Solutions Access to markets shouldn’t prevent you from writing business. The IIA of IL understands this and has joined forces with 14 state associations to develop Independent Market Solutions (IMS) – a low minimum, standard commission market access solution to fit any need for any size agency. IMS facilitates relationships between agents who are unable to secure company appointments due to any number of reasons, and carriers with an appetite for writing property coverage. Key Features: • No joining costs or monthly fees • Low volume commitments Standard commissions plus profit sharing • Agent owns 100% of expirations • Own your book of business • Sub-producer appointments • Direct working relationship with carriers to help you build your relationships • Opportunity for direct appointments when minimum volume thresholds are met • Exclusive IIA of IL program • New carriers/products being added regularly • Exceptional customer service

Mid/Large Agency Value You’ve worked hard to earn your clients’ business, so why turn away a request on a risk that your agency doesn’t currently write? As a mid to large-sized agency, you’re often presented with niche pieces of business. Turn to IMS to satisfy your clients’ need without taking on additional minimums or placing less desirable risks with an existing market. Our market access system lets you write the policy you need, when you need it. No minimums – no strings. With IMS, you’ll own your book of business, earn standard commissions as a sub-producer, and receive exceptional customer service. Plus, there are no joining or monthly fees. Find out more at www.iiaofil.org/IMS.

New/Small Agency Value After the contract process, new or small agencies with little or no direct appointments can begin writing polices immediately through the exclusive IMS program. When starting your agency, access to markets is critical to gain customers and grow your business. Without direct appointments, serving customers can be a challenge. IIA of IL’s exclusive IMS program connects small agencies to carriers so they can begin writing business on day one. You’ll start building relationships directly with carriers while earning standard commissions. And, you’ll own your book of business.

september 2020

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By John Graham How long will the Damocles Sword of the pandemic hang over our heads? As the days drag on, will it threaten to upend us indefinitely? Even though we try to avoid thinking about the troubling possibilities, they keep creeping into our minds, creating more stress, clouding our ability to stay focused, and leaving us irritable, angry, less effective - and tired. It’s not a pretty picture, not one we could possibly imagine ever facing. So, when we’re confused and uncertain about the future, what are we to do? Here are some thoughts about that bothersome question:

1. Don’t listen to yourself Why does it always happen when we’re trying to get to sleep at night? But that’s the way it is. What’s so upsetting is that the person who causes the anxiety and does the damage is the one who lives inside our head. We are never our own best friend in the middle of the night. So, stop listening to yourself. It’s time for a personal factchecker, but neither Alexa nor Siri qualify. This is a job for someone you trust. “This is what’s concerning me. Am I on track or off the rails?”

2. Look for new possibilities The good news is that life is not a matter of choosing the right fake Zoom background to convince ourselves (and 12

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others) that we’re more than just OK. It amounts to more than that. Recently, an editor sent me one of my sales articles. He had kept it until he found the right place for it. Recognizing that it had been around for about a year, he asked if I would look it over to see if it needed updating. Well, my first reaction was less than positive. But, swallowing my pride, I read it and was shocked at what I found! In a relatively short time, the world changed dramatically and the article needed updating to reflect what had transpired. People are no different, so it may be time to ask yourself a tough question, “Am I dated?” Think about it. What can you do to “update” yourself? Sure, you may know your job “backwards and forwards,” but that doesn’t count anymore. Focus on figuring out to revise your performance. How can you make what you do more relevant? What can you do to enhance your value? Think about the possibilities.

3. Get better acquainted with yourself If you really want to get to know yourself as you really are, you might want to spend time in Wyoming. But be prepared, Wyomingites aren’t subtle. They don’t tip-toe around; they’re not afraid to tell it like it is, no matter who you are. Having lived there, I speak from experience. For example, I recall the memorable words of a motorcycleriding English professor from the UW: “If you can’t write it, you don’t know it.” Got it! september 2020

Here’s the point. If you want to get better acquainted with yourself, jot down life experiences from your early memories to what’s happening now. Don’t just remember them, get them on paper. Write them down as they come to mind. Ideas never come all at once. If you really want to know yourself, start writing. You may like what you discover.

4. Be ready for the unexpected How many times in the last six months have you heard someone say, perhaps wistfully, “I’ll sure be glad when life gets back to the way it was.” Even though we may not have said it out loud, most everyone has harbored the thought more than a few times. It’s just too much to let ourselves think that going back is not an option. If we’ve learned anything from the pandemic, it’s that we should learn to keep an eye out for surprises and the unexpected, or, as the slang would have it, they come from “out of left field.” Even though we may not like to think that everything is up for grabs because of the pandemic, it is: the way we live, work, play, learn, shop, think, do business, and behave. It’s all changing and will surely continue to evolve. Keeping an eye out for the unpredictable will make living easier and more rewarding.

5. Change the picture of yourself Add continuing uncertainty to the pervasive impact of COVID-19 and it’s more than enough to distort our picture of ourselves and crush our self-confidence. It’s too much to let ourselves think about what could possibly be coming next. Perhaps not. How we happen to view ourselves is not a given or chiseled in stone, unless, we allow ourselves to look at it that way. In a wonderful essay, “Homo Sapiens: The Unfinished Animal,” physicist George Stanciu, Ph.D., writes, “Nature gives human beings no specific way of life - no fixed occupation, no fitting dress, no appropriate emotional profile. It’s as if nature grew tired when she fashioned Homo sapiens and left this one species unfinished.” And that’s good news! In spite of everything, what we do with what we’re given has not been written or handed to us. Our story is unfinished - and it’s in our hands. John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com.

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www.ilcasco.com september 2020

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insight

WE BELIEVE THAT ORGANIZATIONS THRIVE WHEN THEY HAVE

HAPPY, HEALTHY, PRODUCTIVE EMPLOYEES That’s why we developed In-Sight 360 to manage all health, injury and absence events with one team focused on positive outcomes.

THIS CHANGES EVERYTHING.

LEARN MORE: 888-377-5845 • IPMG.COM/IN-SIGHT

e INSIGHT -

online journal at www.iiaofil.org/Resources/Insight

SE PT EM BE R

20 20

INSIGH T iia of il

ENHA October N 6-8 EXPAN CING YOU R DING YOUR KNOWLEDG OPPO E RTUNIT IES ReTH

INK... ReINVE NT... ReIMA GINE.. .

...the fu ture of insuranc e moving

forward

How to create a

STRONG BRAND IDENTITY and MARKETING STRATEGYfor today Successful marketing is what causes a client to choose one broker over another. By Danielle Ling, PropertyCasualty360

In this monthâ&#x20AC;&#x2122;s e-Insight. september 2020

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ReTHINK • ReINVENT • ReIMAGINE

October 6-8, 2020 YOUR CONFERENCE... YOUR WAY Moving CONVO to a virtual platform provides you and your staff with expanded opportunities to attend a variety of education topics and hear from several speakers and industry influencers, while providing up to12 hours of IL Continuing Education.

ENHANCING YOUR KNOWLEDGE EXPANDING YOUR OPPORTUNITIES

ILCONVENTION.COM

ReTHINK OPENING KEYNOTE This is one for the storybooks... Stay tuned for the big reveal!

KEYNOTE: CREATING OPPORTUNITIES OUT OF COVID The insurance industry just experienced five years of customer experience push in less than five months. Work from home isn’t a luxury anymore. You’re rapidly implementing VOIP phone services and moving your Agency Management System to the cloud. Automation is creeping into every aspect of your business. What the heck is going on?! The clients you serve today act differently than the clients you’ve spent a lifetime serving. Don’t panic, now more than ever the human advantage of independent insurance agencies is showing it’s true value. In this session we’re going to exactly what you should and should not be focusing on in order to build out your own version of the human-optimized agency.

RYAN HANLEY

Ryan Hanley is the owner of Rogue Risk, an independent insurance agency boldly delivering the insurance experience businesses deserve. He’s also the founder of The Ryan Hanley Show, the insurance industry’s premier interview podcast. Hanley is an Amazon bestselling author of Content Warfare and a keynote speaker on the topics of leadership, marketing, and sales for growth-focused insurance organizations.

KEYNOTE: DATA - GOING BEYOND THE BUZZ WORD The new buzzword is data. The trouble with buzzwords is if the end user cannot relate to it – it just becomes noise. We hear statements like “Agencies of today and the future that want to compete and continue to meet the expectations of their customers must be data-driven.” What does that mean? Think of data as the numbers, information and trends that exist inside your agency right now. By their very nature, independent agencies are data rich organizations, but leveraging that data can be very challenging. In this keynote session, learn how to get around the buzzword and how to use your existing data for greater success.

CAREY WALLACE Carey Wallace has worked in the insurance industry for the past 11 years with Ohio Insurance Agents as the Chief Innovation Officer. Over the past three years, Wallace has led the effort to develop key business consulting services to ensure that agencies have the information and support needed to successfully perpetuate their agencies to the next generation. These services are now available in twenty-two states across the country. Wallace serves as the CEO of IntellAgents, a newly formed nationwide data-analytics organization focused on leveraging data to help Independent Agents make informed business decisions, grow their agencies and compete in the changing insurance marketplace. IntellAgents is the fastest growing warehouse of Independent Agent data representing over 20,000 agencies across the country.

BREAKOUT TOPICS CYBER • LIFE INSURANCE & LONG TERM CARE • CANNABIS • SALES HIRING/FINDING TALENT • HOMEOWNERS • BUSINESS INCOME LEGISLATIVE UPDATE – STATE & FEDERAL • MARKETING • AND SEVERAL MORE! continued... september 2020

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RELIABLE SERVICE RELIABLE RELATIONSHIPS Your restaurant customers can rely on Grinnell Mutual for specialized coverages and outstanding claims handling. That’s how we build relationships that last. Agents, contact your underwriter for details. Trust in Tomorrow.® Learn more today. AUTO | HOME | FARM | BUSINESS

grinnellmutual.com “Trust in Tomorrow.” and “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2020.

ReINVENT VIRTUAL CONVO AGENDA TUESDAY, OCTOBER 6

WEDNESDAY, OCTOBER 7

9:00 am 1:00 pm

Kickoff and Opening Keynote Education Breakout Sessions

Keynote Education Breakout Sessions

9:00 am

Closing Keynote

TRADESHOW CONCEPT: REINVENTED A limited number of exhibitors will be featured in the virtual platform and some have the opportunity to be live on Tuesday & Wednesday at 8:00 am, 11:00 am and 4:00 pm.

ReIMAGINE

We’re reimagining ways to keep the networking going (which may or may not involve some awesome swag…).

REGISTRATION AGENCY REGISTRATION - $230 PLUS $6 per person receiving continuing education credits. Each person attending is required to be registered in advance of the conference.

ILCONVENTION.COM

THURSDAY, OCTOBER 8

No matter your agency size, you pay one overall fee. This allows access to Virtual CONVO at one price. The only additional fee is $6 per person that receives CE credit. Sessions will be available on-demand after the conference to registered attendees at no additional charge. CE will not be available for on-demand sessions, only the live sessions.

WHO SHOULD ATTEND? EVERYONE! Since the registration fee includes everyone in your agency, this is a perfect opportunity to gather with your staff and attend the sessions together. When the day is over, you can chat, compare notes and talk about how you can implement what you’ve learned into your business. Can’t gather together to attend? No problem. Each employee that signs up will receive a personal login to attend.

ReTHINK... ReINVENT... ReIMAGINE... september 2020

...the future of insurance moving forward. insight

Are you struggling to increase sales? Struggling to build your business? If so, what are you doing about it? Being successful in sales is pretty easy. You know the roadmap. Assuming you have the basic foundation of liking people and having people skills, now you simply need to learn sales skills, some marketing skills, communication skills, your product, your industry, and about the prospects and clients in your industry. While working on that, you have to talk to enough people to find out who has a problem you can solve and then solve it by having them invest in your product or service. From there deliver, go above and beyond, and build solid long-term relationships. Simple formula. Then why is it that so many salespeople constantly struggle to hit their numbers? When I refer to struggle, I’m not referring to the type of struggle a brand-new salesperson has. Struggle in the beginning of a sales career or new job is common. What I’m referring to is the sales rep that’s been around for years and is still on the rollercoaster. A good quarter followed by a bad quarter, then a great quarter followed by an awful quarter. Their sales career over the course of years and decades is like the movie Groundhog Day. The definition of insanity. They sweat out every month, are inconsistent, are let go from a company every few years due to their inconsistency, and bounce from job to job their entire career. To find out why roughly 80% of salespeople are on this constant rollercoaster for decades, let’s pull a random salesperson off the street and ask them some questions. First: Why should I do business with you versus the competition? Can you answer these objections for me? Then proceed to give them some of the most common 20

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objections they hear currently and that they’ve probably been getting for years. Second: Can you show me your schedule? Their schedule should be full of prospect and client appointments and follow-up calls. Third: How many phone calls and/or in-person calls do you need to make to hit your annual sales goal? How many is that per day? How many calls did you make last week? Fourth: What is the name of the last sales book you read, sales video or audio series you watched or listened to, or last sales course or class you took and how long ago was that? Most salespeople will fail the above test miserably. They continue to struggle year after year because their answers to the above questions will be the same year after year. Groundhog Day insanity. In my experience, the salespeople who continue to struggle, like the ones I referred to above, do so because they either don’t put in the necessary hours and/or, they spend their time working on the wrong things. There are two causes for this, one: the fear and discomfort of hard work, and two: the fear and discomfort of rejection. For many people, any task that is even slightly unpleasant or uncomfortable, like most ‘work’ tasks, translates into hard work. So, any time they are working, they feel weighed down mentally. This negatively affects their attitude and their energy level. That said, I know plenty of salespeople who are willing to put in the hours, but september 2020

STRUGGLING TO BUILD YOUR BUSINESS AND

INCREASE SALES? By John Chapin they avoid tasks that potentially lead to rejection. In other words, they have no problem with paperwork, checking e-mail one thousand times a day, spending three hours on social media, or working on their call, but making phone calls or knocking on doors to talk to people about their product or service is a Herculean feat of strength for them. If they are going to overcome this they need to come up with a compelling reason to endure the pain and discomfort, and they need to resolve to take the tried-andtrue path to success. Let’s talk about the tried-and-true path to success first. We already talked about what it takes to be successful in the first paragraph: doing the work necessary to acquire the proper skills followed by talking to enough people about that you have to offer. The people who struggle throughout their sales career are super-creative when it comes to avoiding both of these. They are constantly looking for the magic bullet, the shortcut to avoid hard work and rejection. They grab ahold of the latest fad, the latest get-successfulquick scheme, or the latest book that promises fewer hours, less work, and no more cold calling. These same people spam e-mail people, spend hours daily on social media, and go to the same networking events and talk to the same people week after week, month after month, and year after year. Even after years of chasing the shortcut and continuing to struggle, most still haven’t learned the lesson: The shortcut isn’t the shortcut, it’s the long, hard way where you continue to struggle. Even the author of the book touting the four-hour work week put in 16-hour days promoting the book. Solution: Resolve to follow the triedand-true path.

september 2020

Next, find a compelling reason to go through the pain and discomfort necessary for success. In my mental toughness training we look for what is most meaningful to an individual. We look for what they will fight for and what they will die for. It may be for your kids, your parents, to prove yourself, or whatever reasons motivate you at a deep level. Whatever it is, you have to find purpose and meaning behind the pain. Something that will sustain you when times are tough. As Zig Ziglar used to say, the harder you are on yourself, the easier life will be on you. That said, the opposite is also true. If life senses a weakness in you, a lack of resolve to do the necessary work for success, it will exploit the hell out of that weakness and keep you down so it’s imperative that you find your WHY. Many times people who try to cheat the system and shortcut success hide behind the guise of working smart. Of course you want to work smart, but smart work is built on a foundation of hard work. The hard work, pain, and discomfort required to acquire the skills and make the calls, is the foundation. Without the foundation, there is no successful career. So, commit to pay the price. Commit to the process of doing the hard work, overcoming the fear and discomfort, acquiring the skills, and talking to lots of people. John Chapin is a motivational sales speaker and trainer with over 32 years of sales experience. He is the author of the 2010 sales book of the year: Sales Encyclopedia (Axiom Book Awards), which is also the largest sales book on the planet (678 pages). He can be reached at johnchapin@ completeselling.com.

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Why Every Manager

Coach Not a Boss

Should Be a

By Caliper The difference between a leader who achieves commitment from employees versus one who achieves compliance, is effective coaching. The most effective leaders are those who see themselves as coaches and leaders rather than managers or supervisors. But what makes a leader an effective coach? It’s their mindset. Effective leaders believe in the value of coaching, and they think about their role as a manager in such a way where coaching occurs naturally. So, why is coaching so much more effective? Here are a few ways professional coaching facilitates better results than being a “boss.”

Increased Employee Engagement

According to Forbes, only 34% of employees feel engaged at work. By instilling a culture of effective coaching, it’s possible to overcome this issue. With a coaching culture in play, employees are pushed to do their best and reach their highest potential. When employees are putting out their best work, they’re more likely to learn personal accountability and become more engaged in their career and overall performance. Follow these steps to create a coaching culture and improve employee engagement: • Focus on your company’s mission and vision. Clearly identifying the mission of your organization helps employees understand the ways they fit into the processes of your team. It can be difficult for employees to be actively engaged without understanding and embracing the vision of the company first. • Assist employees with defining their personal and professional goals. This step takes coaching a step further, creating an open dialogue with employees about what they hope to achieve out of their job. This includes both professional goals and ambitions outside of the office. Take the time to sit down and find ways you can assist your employees in achieving their objectives. • Identify employees’ strengths and weaknesses and communicate expectations. Communication is one of the most vital aspects to a company’s success. In fact, 4 out of 5 employees say communication is critical in helping their job success. Maintaining respectful and authentic conversations with employees can increase the accountability and collaboration of your team. Take the time to lay the groundwork of expectations in the organization. With expectations firmly set, the coach and 22

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employee can have a constructive conversation about the overall strategy and goals of their professional development plan. Take the time to ask probing questions such as: • How do your personal goals align with the goals of our company? • What do you hope to achieve in terms of professional growth within the next year? • How best can I assist in helping you achieve these goals? Use this time to identify a customized strategy for coaching on an individual level. They get the personal development they desire, while aligning to the greater goals and needs of the organization.

Boost Confidence

Confidence in the workplace has resoundingly positive effects. Research has shown people prefer confidence to actual expertise. As competitive as business can be, it is no shock confidence is necessary for success. Without confidence, an employee won’t feel comfortable to take any risk or go beyond basic expectations. Lack of confidence in an employee can result in hindering their professional growth, keeping them from reaching their full potential. There are many ways individuals can boost confidence on their own, and educating employees on how to practice these techniques can be very beneficial. If an employee feels good about themselves, this confidence at work can help map out the best path for them in their career. Coaching can help foster confidence by distinguishing the employee’s strengths and weaknesses. Identify areas where employees excel. Highlighting their strengths helps build self-worth and keeps employees from focusing too narrowly on the areas they could use improvement. While identifying weaknesses and improving upon them is necessary for personal development, make sure employees don’t dwell on limitations - instead, find ways to tackle these weaknesses and improve upon them.

Improve Employee Retention

Learning or starting something new can be a nerve-racking feeling. But, having a professional coach who can provide guidance makes a big difference in what an individual is willing to tackle. In the workplace, when employees are on-boarded and coached on new skills, they feel supported and encouraged by their manager.

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Showing support for employees leads to higher levels of retention, in turn creating a more positive company culture. Your employees want to feel like a valued and respected member of the team, and effective coaching can facilitate this feeling. Like with all things, communication is vital, and with coaching, it’s a two-way street. As managers provide feedback to employees, employees are then able to use that opportunity to present their input to the manager. Employees are 4.6 times more likely to stay in their current position when they feel heard. Integrating coaching into your company culture will encourage yourself, and other managers, to be more present among employees, and will open up communication channels across all levels of your organization.

Activate Your Coaching Skills

Ready to improve your coaching skills as a manager? Here are a few tips to get you started: • Maintain a positive outlook. Positivity in the workplace leads to higher levels of productivity and increased employee happiness. Try to remove negative attitudes in the office, and everyone’s experience will benefit from your efforts. Lead by example, and your employees will follow suit. • Know how to navigate conversations. Whether the conversation is regarding performance reviews or ways to inspire and motivate employees, there are a plethora of resources with tips and tricks for initiating a productive and respectful conversation. Take time to educate yourself on best practices before talking with employees or managers.

• Ask good questions. Sometimes the most difficult questions to ask are the best ones. The healthiest company cultures are ones where leaders and employees feel able to express opinions honestly without getting defensive. • Listen to what they have to say and encourage them to share their opinions. Authentic and open communication is vital to success. Encourage your employees to be honest with their feedback so that improvements can be made when necessary. • Coach in the moment. A willingness to remain adaptable is necessary for success, and being able to customize your coaching strategies will allow for a more individualized approach. Organizations with senior leaders who coach their employees can improve business results by 21%, compared to those who never use professional coaching. Developing effective coaches is critical to the success of your company. Allow your leaders to thrive and build a pipeline with otherwise overlooked internal talent. This article originally appeared on Caliper’s blog. View the original article at https://calipercorp.com/blog/why-everymanager-should-be-a-coach-not-a-boss/. Caliper, a PSI Services LLC (PSI) Business, is a global workforce solutions provider that designs robust solutions for our clients by blending best-in-class assessment content, leading-edge technology, and deep consulting expertise across the entire career life cycle.

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INSIGHT | associate news Thank you to our Associate Members.

Diamond Level Members

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Progressive Surplus Line Association of Illinois

Gold Level AAA Insurance Arlington/Roe

Silver Level Grinnell Mutual Reinsurance Company Imperial PFS IMT Insurance

Nationwide West Bend Mutual Insurance Co.

Bronze Level A. J. Wayne & Associates AFCO Credit Corporation AMERISAFE AmWINS Brokerage of the Midwest, LLC Auto-Owners Insurance Co. Berkshire Hathaway Guard Insurance Companies Columbia Insurance Group Continental Western Group Donald Gaddis Company, Inc. Donegal Insurance Group Encompass Insurance Encova Insurance Erie Insurance Group Foremost Insurance Group Forreston Mutual Insurance Company Frankenmuth Insurance Grange Insurance Illinois Mine Subsidence Insurance Fund Illinois Public Risk Fund Indiana Farmers Insurance Insurance Program Managers Group J C Restoration J M Wilson Kemper Keystone Insurance Group, Inc. 24

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Liberty Mutual/Safeco Insurance Madison Mutual Insurance Company MarshBerry & Company Maximum Independent Brokerage, LLC Mercury Insurance Group MetLife Auto & Home Midwest Insurance Company miEdge PEOPLE Previsor Insurance ProAg Management Inc RT Specialty - Naperville Selective Insurance Company of America ServiceMaster DSI Society Insurance Specialty Risk of America Transcom General Agency Travelers UIG - The Agent Agency United Fire Group Universal Property & Casualty Utica National Insurance Group W. A. Schickedanz Agency, Inc./Interstate Risk Placement Western National Insurance Westfield september 2020

associate news | INSIGHT Central Insurance Promotes Coleman to Vice President The Central Insurance Companies have announced the promotion of RJ Coleman to Vice President of the Central Regional Office. Coleman began his career at Central in 2007 in the Central Regional Office Claims department. During his career with Central, he has held positions as a Commercial Lines underwriter, a manager in Customer Services, and most recently as the leader of Central’s very successful Client Connection operation. As Central Regional Vice President, Coleman will be responsible for the strategic perpetuation of the underwriting, marketing, and claims functions serving Central’s agency partners in Ohio, Indiana, Illinois, Kentucky, Michigan, and Wisconsin. He has earned his Master of Business Administration (MBA) degree and the Chartered Property Casualty Underwriter (CPCU) designation.

Encova Insurance Launches Transformative, Digital-First Personal Lines Products and Technology Insurance continues to put their mission into action by providing innovative solutions for their independent agents and policyholders. Available to the first group of agents in Indiana, Encova launched a new suite of personal lines products that will be delivered through state-of-the-art technology. With a digital-first approach, the agent and policyholder need for doing business seamlessly and efficiently online was at the forefront of the solution’s design. With Encova’s new personal lines product offering, agents and policyholders will appreciate choice and flexibility through advanced customization options and a more robust coverage offering. Encova ChoicePak, a feature of Encova’s new customized coverage offering, provides policyholders with a menu of items that gives them the option to choose one or more coverages, which are discounted when packaged together. Encova’s new personal lines technology consists of modern online portals for agency and policyholder interaction, which streamline the process from quoting to issuance and policy servicing. The digital capabilities include underwriting, claims management, billing, rating and policy administration. In September, Encova will roll out this new product offering and online technology for agents and policyholders in West Virginia, followed by Ohio in October. Encova has plans to continuously expand this solution to the company’s full operating footprint by year-end 2021.

Grange and Integrity Insurance’s Jill Wagner Kelly Named Woman of Influence Jill Wagner Kelly, Integrity Insurance President and Grange Insurance EVP, Chief Distribution and Affiliate Officer has been recognized as a woman of influence in the corporate leader category by Insight Magazine. september 2020

Insight Magazine’s inaugural Women of Influence Awards shines a light on the impact women in northeast Wisconsin are making based on leadership, career achievements and community involvement. Selected by a panel of judges, Wagner Kelly joins seven other winners from a diverse group of women and industries. When Wagner Kelly became President of Integrity her promise to associates was “You don’t build a company, you build people and they build a company.” This statement still holds true today. Wagner Kelly continues to deliver on that promise by building an environment where Integrity associates feel trusted, empowered and invested. In June 2019, Jill was promoted to EVP, Chief Distribution and Affiliate Officer for Grange Insurance. In this new, expanded role, she oversees Sales & Marketing efforts for Grange and Integrity, in addition to her role as Integrity President. Wagner Kelly was honored at Insight Magazine’s virtual celebration on July 29. To read more about Jill Wagner Kelly’s Woman of Influence Award, go to https:// insightonbusiness.com/events/women-of-influence-awardwinners/corporate-leader/ Insight Magazine is the flagship product of Insight Publications, LLC, headquartered in Appleton, WI,.

SECURA Insurance Named a Top 50 Carrier by Ward Group for Seventh Consecutive Year SECURA Insurance has again earned a place among Ward Group’s 50 top-performing property and casualty insurers for its performance over a five-year period (2015-2019). This is the seventh consecutive year the company has been recognized on this list for superior financial strength. “We are honored to have earned a spot on Ward’s 50 again this year,” said Dave Gross, SECURA President & CEO. “This recognition speaks to the strength of relationships between our associates and independent agent partners. Together, we are committed to long-term growth and financial stability to be able to continue to take care of our policyholders. “ Ward Group is the leading provider of benchmarking and best practice studies for insurance companies. The company analyzes nearly 3,000 property-casualty insurance companies in the United States to identify top performers annually. Financial benchmarks include: Five year average return on average equity; Five year average return on average assets; Five year average return on total revenue; Five year growth in revenue; Five year growth in surplus; Five year average combined ratio. In addition to being named to Ward’s Top 50 SECURA has an A (Excellent) rating from A.M. Best, which affirms its solid financial results and its ability to pay claims. SECURA is also certified as a Great Place to Work based on associate feedback about the company’s workplace culture, and was also ranked number 10 in Fortune Best Workplaces in Financial Services & Insurance for small and medium companies.

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Thank You for your many years of service. Board service is one of the toughest volunteer roles and these outgoing board members performed their responsibilities with dedication and tenacity. They have tirelessly given their time and resources to help make the association what it is today. The IIA of IL staff appreciates their contributions and wishes them nothing but the best in their future endeavors.

Lisa Lukens

IIA of IL Region 1 Director Saliba-Yewell Insurance Services, Inc. Herrin, IL What has been the most rewarding, for you personally, about your service on the board? Realizing all the hard work and dedication that is done behind the scenes from the staff at the IIA that supports our industry and learning in detail what our association offers. The importance and need for volunteers to serve on committees so the association can achieve their goals in support of the independent agencies. It’s been a privilege to serve on the board with such knowledgeable individuals in our industry.

Neidra Crosby

IIA of IL Region 7 Director The Insurance Exchange, LTD. South Holland, IL What has been the most rewarding, for you personally, about your service on the board? I’m grateful for the opportunity to have served on the board as the Director for Region 7. What was most rewarding for me is that I was the first black woman to hold the a Regional Director position. With that in mind, each time I attended events and meetings I made it a point to soak in the environment and experience “the culture” of the organization, recognizing how far the insurance industry has to go in regards to diversity and inclusion. My goal was to make sure other young black agents also got involved with the IIA of IL so one day the organization can more accurately reflect its constituency. I believe my successor, Jason House, will be an asset to the board and do awesome things as director; recommending him for the position is indeed my greatest accomplishment.

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iia of il news | INSIGHT

Education Classes View the latest information at www.iiaofil.org/education.

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Pre-Licensing Course Life & Health Virtual CISR-Commercial Casualty 1 Virtual E&O Roadmap To Homeowners Endorsements Webinar E&O Roadmap To Cyber & Privacy Insurance Webinar E&O Roadmap to Identity Theft Webinar E&O Roadmap to Homeowners Insurance Webinar Ethics and E&O Webinar E&O Roadmap To Policy Analysis Webinar CIC-Agency Management Virtual Agents E&O Webinar Pre-Licensing-Property & Casualty Springfield CISR-Insuring Personal Residential Property Virtual Ethics and Agent Liability Webinar E&O Risk Management Webinar CISR-Agency Operations Virtual E&O: Commercial Liability Coverage Gaps Webinar E&O Roadmap to Personal Auto & Umbrella Webinar

New Member associate copper member Agave Pay, Inc. Scottsdale, AZ september 2020

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CONVO 2020 Virtual Flood Insurance and the NFIP Webinar E&O Roadmap To Homeowners Endorsements Webinar E&O Roadmap To Cyber & Privacy Insurance Webinar E&O Roadmap to Identity Theft Webinar Ethics and the Law Webinar CISR-Commercial Casualty 1 Virtual E&O: Commercial Property Coverage Gaps Webinar E&O Roadmap To Policy Analysis Webinar Pre-Licensing - Property & Casualty Rolling Meadows E&O Roadmap to Personal Auto Webinar CISR-Insuring Commercial Property Virtual Pre-Licensing - Life & Health Springfield E&O Risk Management Part 1 Webinar Agents E&O Webinar Culture, Ethics, and E&O Webinar

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Insurance Solutions Network Villa Park, IL Laflen-Cunningham Insurance & Investment Services, Inc. Mason City, IL Scott Insurance Belleville, IL Stanleyâ&#x20AC;&#x2122;s Insurance Agency, Inc. Westchester, IL insight

INSIGHT | agency members in the news IIA of IL Agency Members Celebrate Milestone Anniversaries Prime Insurance Agency, Ltd. 25 Years in May 2020

In Memoriam

Past President, Bob Smeltzer, Passes Away

Farley Insurance 50 Years in July 2020

Bob Smeltzer, 82, of Rock Falls, died Tuesday, February 25, 2020, at OSF St. Anthony Medical Center in Rockford after a short illness.

Nowacki Insurance Agency 51 Years in September 2020 Congratulations on your accomplishments! If your agency is celebrating an anniversary, send the information to Rachel Romines, Insight Editor, at rromines@iiaofil.org.

Bob was born April 24, 1937, in Manlius IL, the son of Howard and Sophie (Lang) Smeltzer. He was a 1955 graduate of Manlius High School and then enlisted in the US Army. After his military time, he farmed in the Manlius area. In 1967 he established Smeltzer Insurance Agency. During his career, Bob obtained his C.I.C designation and had served as a past president of the State of Illinois P.I.I.A. He retired from the agency in 1999. Bob then was appointed City Clerk of Rock Falls where he served for two years. After that, he then became a crop adjuster for County Companies until retiring in December 2017. Bob had been active in the Sterling â&#x20AC;&#x201C; Rock Falls Jaycees. He joined the Rock Falls Optimist Club in 1972, where he remained a member until his death. He was a member and founding member of New Life Lutheran Church in Sterling. Survivors include his daughter, Dacia (Mike) Dennis of Sterling IL, daughter, Dana (Tom) Wronski of Sugar Land TX, son, Kevin (Cindy) Brandt of Somonauk IL; his 5 grandchildren, Megan (Mark) Dempsey, and Brandon (Carly) Dennis, Brandt, Zachary and Elizabeth Wronski; his 1 great-grandchild, Owen Dempsey; his nephew, Mark (Julie) Smeltzer and his niece, Karyn Smeltzer. He was preceded in death by his parents; his wife Mary Lou; and his brother, Ron Smeltzer. The IIA of IL Board of Directors and Staff offer our deepest condolences to the friends and family of Bob Smeltzer.

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Farewell! What’s Next? By Allyson Padilla 2020, well, what can anyone really say?! I started the year full of hope. We began our committee year with a meeting that was motivating and inspiring; BIG goals, and fun new ideas. However, March came, and with it, well, you know the rest of the story. While our plans had to be delayed and changed, I am still motivated and inspired by the future of our industry and our association. The ability to be pliable, to pivot, and cultivate new and different plans are all lessons I think we have learned this year. September 30 marks the end of my term as Young Agents Committee Chair, but I am confident that the coming years will be met with new perspectives that will serve the network well. As I begin to close out my term as Committee Chair, I think of the famous saying, “To be the best, you should learn from the best.” I have been privileged over the last four years to be able to do this work alongside some of the brightest in our industry. These members are dedicated to their clients, their businesses, their industry, and association. They have worked hard (and played hard), and

I am grateful for each one of the committee members, staff members, and member agents I have been able to get to know during this time. I have gained skills, knowledge, and friendships that I know will stay with me as I move forward. With that being said, we are kicking off the new IIA of IL year with an event that is similar to something we have done in the past, but with a 2020 spin! We are inviting you all to join us for a Virtual Happy Hour, hosted by the IIA of Illinois Young Agents Committee. This free, informal event will be held Thursday, October 8, from 4:00 to -5:00 pm. Check out www.ILYoungAgents.com for details and to sign up. If you’ve ever considered joining the Young Agents Committee, now is the time. This is your chance to get involved and help shape future events and offerings. Go to www.iiaofil.org/About-Us/Get-Involved to let us know of your interest, or reach out to me at allyson@blanksinsurance.com or Rachel Romines at rromines@iiaofil.org to find out more.

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IIA of IL Launches New Market Access Program

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