June 2016 Wisconsin Professional Agent by Professional Insurance Agents of Wisconsin

professional agent JUNE | 2016

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P rofessional I nsurance A gents of W isconsin, I nc.

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Think Before You................ 12 Speak Bring Youth In Your........... 16 Organization Clutter Hurts........................ 20 Education Section.............. 22 YPC Scholarship Golf........ 30 Outing Minimize Your E&O............ 32 Potential Where Should You ............ 34 Put Your Energy YPC Ball Game.................... 36

Lambeau Field

Digital Editions of PIAW Magazine Available at www.piaw.org

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From the

President Rick Clements, LUTCF, MDRT — President, PIA of Wisconsin

Why You Need to Protect Your Clients Information Data breaches can cost small businesses in a big way. From losing money and information to losing the trust of your customers, data breaches affect small businesses in a variety of ways. A data breach is an incident in which sensitive, protected or confidential data has potentially been viewed, stolen or used by an individual unauthorized to do so. Data breaches may involve personal health information (PHI), personally identifiable information (PII), trade secrets or intellectual property. Section 134.98 of the Wisconsin Statutes requires most businesses (insurance agencies included) to notify individuals if an unauthorized person has acquired their personal information. The business must be operating in Wisconsin and maintaining personal information about individuals who reside in Wisconsin. This law also applies to Wisconsin state government agencies, cities, towns, villages, and counties.

• Businesses that lend money to Wisconsin residents. • The state and any office, department, independent agency, authority, institution, association, society or other body in state government created or authorized by Wisconsin law including the courts and the legislature. • A city, village, town or county.

When is notice required Generally, the law requires the business or governmental entity to notify an individual whenever personal information held by the business or governmental entity is acquired by an unauthorized person. However, no notice is required if the unauthorized acquisition does not create a material risk of identity theft or fraud, or if the information was acquired in good faith by an employee or agent and is used for a lawful purpose of the entity.

What personal information is covered The law defines personal information to mean an individual’s last name and first name or first initial in combination with and linked to any of the following elements, if the element is not publicly available information, and is not encrypted, redacted or altered in a manner that renders the element unreadable: • Social security number. • Drivers license number or state identification number. • Financial account number including a credit or debit card account number or any security code, access code or password that would permit access to the individual’s financial account. • DNA profile. • Any unique biometric data including fingerprint, voiceprint, retina or iris image, or any other unique physical representation.

Who is required to give notice Among those required to give notice are: • Businesses that conduct business in the state and maintain personal information in the ordinary course of business. • Businesses that license personal information in the state. • Businesses that maintain a depository account for Wisconsin residents.

What notice is required In general, any entity that is required to give notice of the unauthorized acquisition of personal information must provide notice of that fact to persons whose information was acquired. The notice must be given within a reasonable time, not to exceed 45 days after the entity learns of the unauthorized acquisition. The notice must be given by mail or by a method that the entity has previously used to communicate with the subject of the information. For example, if a business has communicated with a customer by email, notice may be given by email. Upon written request of the person whose information was acquired, the entity must also identify the nature of the personal information acquired. The majority of costs come from the duty to notify those whose data has been breached or potentially breached. Small businesses can face up to an estimated $200,000 in costs associated with breach-response services. This includes requisite activities like creating contact databases, retaining outside experts, postal expenditures, and determining regulatory requirements. Don’t leave your agency at risk. Check out the PIA and U.S. Risk Brokers, Inc. exclusive Cyber & Privacy Insurance program for PIA Members. This new product is being offered by our own Wisconsin company, Capitol Specialty Insurance Corp. (Rated “A” by A.M. Best) on their newly created CPR “Premier” Policy.

JUNE 16 3

Memos from

Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin

New "Members-Only" Benefit FREE LEGAL consultation is now available to PIAW members! Through a special arrangement between PIAW and Axley Insurance Attorneys, members can call (844) 672-1221 or email insurancehotline@axley.com and receive legal information about agency operations, ownership, employment matters, issues with the Insurance Commissioner, contracts, mergers & acquisitions, perpetuation planning and E&O consulting. The free calls will be limited to 15 minutes in duration. A legal team of three attorneys has been established to handle PIAW member calls and emails.This team is the premier insurance legal team in the state and has many, many years of experience in insurance matters. Items that require research will necessitate a return call or email from the legal team. If your inquiry is not handled immediately, calls or emails will be returned as quickly as possible. This service can also be accessed from the PIAW web site at www.piaw.org. Simply click on the Member Benefits tab to see the Legal Hotline Rules, phone number and email listings. This terrific new “members only” benefit is in response to your requests for new services from your association. You asked, we listened! Please understand that this service is for information only. It is for information only and does not constitute an attorneyclient relationship. If your issues require more in depth legal action or advice, you will be directed to seek private legal counsel. More details and information about this new service will be coming via our weekly e-newsletter, in this magazine and on our web site.

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SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854 4 JUNE 16

Please understand that the legal team cannot “fix” your child’s speeding ticket, handle grandmas will or resolve a dispute with your neighbor. Insurance issues only will be discussed.

DOG BITES accounted for more than one-third of all homeowners liability payouts last year! According to the Insurance Information Institute, over $570 million was paid out in 2015 for dog bites and other dog-related injuries. Even though the overall number of dog bite claims decreased somewhat in 2015, the average cost per claim increased by 16% to $37,214 per claim. The increased costs are attributed to increased medical costs, judgements and jury awards given to plaintiffs. California led the nation with 1,684 claims, averaging $44,983 per claim. Illinois, New York and Pennsylvania followed by number of claims. Surprisingly, Wisconsin ranked 8 th in number of claims with 526 claims reported. The average cost per claim in our state was $34,423, amounting to a total payout of $18.1 million. The number of claims in Wisconsin rose 36% over the 2014 number. PIA of Wisconsin was a key player in changing Wisconsin’s dog bite laws in this past legislative session. Our efforts culminated with the legislature passing and the Governor signing new dog bite laws. The new law gives better definition to “dog bite” and should ease the strain on homeowners rates due to liability claims.

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From the

Boardroom Sean Paterson, CIC – Director, PIA of Wisconsin

Giving Back I want to start by saying “thank you” to the PIA members who voted me to the Board of Directors last year at our convention in the WI Dells; it is an honor and a privilege.

4. Improve your health:

Yes! Volunteering is actually good for you. Studies have shown that volunteering makes people feel physically healthier, manage chronic health conditions and lower stress!

While thinking of a topic to write about, I kept reflecting back to my nomination speech. Why PIA? Why run for a Board of Directors position? Why now? Why take time away from the office, meeting with clients, writing business and volunteer? For me, the answer was simple. At the agency I work for, that’s what we do. It’s our culture, it’s in our DNA. We give back. Nearly everyone in our office has at one point or another been involved with PIA. Most have been committee members and two are Past Presidents.

5. Take the lead: Often what a great effort needs most is a great leader. If you see a cause that needs a push or a group that needs a head – take the lead! Many find leadership rewarding in itself because of the opportunity to share their passion, value and inspiration with others. When you take a leadership role, you also have the ability to shape the world around you in the ways you choose.

I have been very fortunate to have an incredible mentor in the insurance industry, Jim Polaski, Past PIA President 19931994. Jim has taught me many things about the industry we have all chosen for our careers. One of the biggest things Jim has taught me was to give back. Whether its time, money or knowledge, find a way to give back.

6. Share expertise: Everyone has a skill or experience from which someone else can benefit. If you aren’t putting your talents to their best use in your everyday life (or even if you are!), volunteering can be a prime way to share. Get out in your community and put your skills toward helping others. You may be surprised at how our own abilities sharpen when you share your knowledge.

This got me thinking to “why” other’s give back? According to the website Createthegood.org, here are their Top 10 Reasons for Giving Back.

1. Make an impact: Looking to make a real, lasting difference in this world? Unlike other aspects of our life you may not be able to control, volunteering allows you to choose where and how to make a difference. It’s easy to get inspired with a cause you truly care about and it’s rewarding to see your direct impact.

2. Strengthen communities:

From cleaning up a street to reading to kids at the local library, you can enhance your own life by improving the areas where you work, live and play. A strong community with a high quality of life means safer, healthier lives for you and those around you.

3. Meet others:

Looking to broaden your network or find other with similar interests? Volunteering is a great outlet for meeting others. A local club or organization can put you face-to-face with people right in your community. You can create lasting friendships with those you may not have otherwise met in your day-to-day grind.

7. Improve skills or learn new ones: Want to learn basic carpentry, improve your cooking or discover how something works? Classes and courses can come at a cost, but volunteering is free! Why not begin your learning at no charge with an organization or opportunity where you can learn by doing? 8. Up your resume ante:

Considering a career shift? Want to try out a new field before taking the leap? A volunteering gig can be a perfect way to fill a knowledge or employment gap. It can also be a valuable addition to a resume if you’re applying to a new job or graduate school program.

9. Find new opportunities:

Doors open when you volunteer. You can widen your social network, discover an organization in your community or finally talk to the person you always see on the bus! Who knows: You may even stumble across your dream job by meeting your future colleague or next job reference.

10. Because it just feels good:

We thought it was

worth a mention. 6 JUNE 16

(continued on page 11)

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OCI Administrative

Actions Ted Nickel â&#x20AC;&#x201D; Commissioner of the Office of Insurance

Madison, WIâ&#x20AC;&#x201D;OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci. OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this tollfree telephone number: 1-800-236-8517.

Allegations

and

Actions Against Agents

Maria C. Aguilar, c/o State Farm Licensing, 8th Floor, 1251 State St., Ste. 1000, Richardson, TX 75082, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of California on a licensing application. Kendra Aleman, P.O. Box 2487, Rancho Cucamonga, CA 91729, had her application for an insurance license denied. This action was taken based on allegations of failing to disclose administrative actions taken by the states of California and North Dakota on a licensing application. Carlene L. Alloway, 602 La Salle St., Wausau, WI 54403, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application. Dustin C. Barnett, Barnett Insurance Agency, 521 Broadway St. N, Menomonie, WI 54751, was ordered to pay a forfeiture of $1,000.00, was ordered to maintain proper business records, and was ordered to cease and desist making unauthorized changes to insurance policies. These actions were taken based on allegations of making an unauthorized replacement of an insurance policy and failing to maintain communication records. Frank L. Bifulk, 106 S. Jackson St., Albany, WI 53502, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose criminal charges on a licensing application. Ilya Brown, 2308 Minnesota Ave., Stevens Point, WI 54481, had his application for an insurance license denied. This

action was taken based on allegations of failing to complete the fingerprinting/criminal background check and failing to respond promptly to inquiries from OCI. Barbara A. Chobor, 528 79th St., Brooklyn, NY 11209, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of equivalent resident state licensure and failing to respond promptly to inquiries from OCI. Andrew J. Dalton, 2015 Scheuring Rd., Apt. 8, De Pere, WI 54115, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Georgia on a licensing application. Wade Edwards, Jr., 2527 Glenholly Park, Sugar Land, TX 77498, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct. Angel Gaston, 3367A N. 3rd St., Milwaukee, WI 53212, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI. Cynthia K. Henthorne, 605 65th St., Kenosha, WI 53140, had her insurance license revoked. This action was taken based on allegations of failing to pay a required licensing fee. (continued on page 10)

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OCI Administrative Actions (continued from page 8) Blake A. Jalovec, 1165 Auburn Dr., Brookfield, WI 53045, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application. April L. Johnson, 8376 N. West Shore Ln., Hayward, WI 54843, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application. Simon K. Kling, N621 Country Rd. F, Lot 4, Montello, WI 53949, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application. Robert James Mauel, 1425 W. Hiawatha Dr., Appleton, WI 54914, had his application for an insurance license denied. This action was taken based on allegations of providing false information on a licensing application, owing delinquent Wisconsin taxes, having unpaid civil money judgments, having criminal convictions that may be substantially related to insurance marketing type conduct, and failing to respond promptly to inquiries from OCI. Haywood McDaniel, Jr., 1251 N. 46th St., Milwaukee, WI 53208, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support. Troy A. Pederson, 442 Overlook Ct., Warrens, WI 54666, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal and military convictions on a licensing application, having criminal and military convictions that may be substantially related to insurance marketing type conduct, having unpaid

Allegations

and

Jean A. Walsh-Josephson, 5699 Hwy. 91, Oshkosh, WI 54904, had her insurance license permanently revoked, was ordered to pay consumer restitution of $516,434.46, and was ordered to pay forfeitures in the amount of $1,053,406.18. These actions were taken based on allegations of misappropriating client funds, forging client signatures on insurance documents, creating false documents, and engaging in multiple consumer misrepresentations. See separate press release at oci.wi.gov/ pressrel/0516walsh-josephson.htm <http://oci.wi.gov/ pressrel/0516walsh-josephson.htm> . Jean A. Walsh-Josephson, 5699 Hwy. 91, Oshkosh, WI 54904, had her insurance license summarily suspended and was ordered to cease and desist all activities of an insurance intermediary. These actions were taken based on allegations of making misrepresentations to insurance consumers and misappropriating insurance premiums. Patrick N. Wedeking, 1258 Galactic Pl., Castle Rock, CO 80108, had his application for an insurance license denied for 90 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Alabama, Oregon, Wisconsin, Colorado, and Louisiana on a licensing application. Darion F. Woods, 3755 N. 24th Pl., Milwaukee, WI 53206, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI.

Actions Against Companies

American Family Home Insurance Company, 1301 Riverplace Blvd., Ste. 1300, Jacksonsville, FL 32207, was ordered to cease and desist issuing improper mid-term policy cancellations. This action was taken based on allegations of terminating homeownerâ&#x20AC;&#x2122;s policies when the condition of the properties was not a permissible reason for cancellation. American Standard Insurance Company of Wisconsin, 6000 American Pkwy., Madison, WI 53783, was ordered to cease and desist charging short-rate cancellation penalties without providing separate written notices to consumers. This action

10 JUNE 16

civil money judgments and court costs, providing material misrepresentations on a licensing application, and failing to respond promptly to inquiries from OCI.

was taken based on allegations of failing to issue a written notice to a consumer regarding the penalties for early policy cancellations. Insurance Specialty Group, LLC, 4501 Circle Pkwy. SE, Ste. F6200, Atlanta, GA 30339, had its application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Florida, Georgia, and Massachusetts on a licensing application.

Giving Back (continued from page 6) As insurance industry professionals, in general, we do a great job of giving back. To those of you who do give back, thank you. If you are someone who hasn’t had an opportunity to give back, please consider doing do. You just read 10 great reasons why you should! There are endless opportunities to do so whether through church, your community, school, youth programs and the list goes on and on.

reasons being part of PIA. With the help of volunteers like you, we have helped PIA of Wisconsin become one of the best professional associations in the country. If you would like to find out more about how you could become involved with PIA, don’t hesitate to reach out to myself or any other board member. We would all be proud to share how we have benefited from giving back.

Professionally, PIA is a great way to give back. I could share a story how I have personally benefited from all 10 of the above

Thank you for considering giving back through PIA; we greatly appreciate your support!

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JUNE 16 11

Ensure That You're Understood

"When You Speak"

Seven Listening Styles and How to Approach Them by Joe Curcillo

The new manager walks into the conference room. The several staff members turn and look at each other expressing obvious shock over his youthfulness. He begins to tell the staff that he is only instituting one new change: they are going to begin online marketing using LinkedIn.

person as you speak to them all. Take a look around the crowd; observe the various people and how they are acting. As you consider the following list, think of people in your life. Who do you know that fits most often into one of the categories? Start communicating by thinking about how that

He explains to the staff that they are to update their resumes, and they are to encourage their customers to provide positive feedback, commentary and peer endorsements. The small group begins to whisper among themselves.

individual is best addressed.

1. The Active Listener. This individual will listen to you and hang on your every word. They will take in your message and listen attentively. They often show signs

“What do you mean by peer endorsements?” ”Why are we updating our resumes?” another asks. And finally, a third simply asks, “What do you mean ’linked in?’” Those who have developed or grown up in an environment where a specific concept is the norm must remember that communication fails without a base understanding. Effective communication requires that one never assumes that the listener listens from the same mental place from which the speaker speaks.

Get Ready! There’s a series of events that takes place internally before you even utter a word. Pay attention to your internal process. What do you think about before you speak? Are you considering who you are speaking to? Do not change who you are, but allow your thought process to engage and develop.

Get Set!

of response—either physically or verbally—to reassure you they are listening. The active listener will also be the first person to verbally give you feedback to assure you they understand. This is the Holy Grail audience.

2. The Inactive Listener. This is the speaker’s worst nightmare. The listener truly allows the words to flow in one ear and out the other. Commonly, the inactive listener is far away in another place daydreaming or solving other problems. This listener is not really listening, they are not present. They may merely be waiting to speak to state their position without hearing yours.

3. The Selective Listener.

As the name implies, this

listener is waiting to hear what they expect to hear, or hear what they want to hear. A selective listener hears only information needed to formulate a counter argument, or may filter your words until he feels like he has achieved base comprehension to his satisfaction.

4. The Rushed Listener. Much like an inactive listener, a rushed listener will listen only as far as is needed to get the gist of what is being said. Then, they can transition

As you prepare to communicate, educate yourself about the listener. Begin by sizing them up. Prioritize your audience and customize your message and delivery. Take a look at the individual or the audience and ask yourself if they fit into one of the several categories of listener. Then: stop, think, and formulate a message to strike the heart of the individual listener. If there is more than one person in the audience, then your message will have to be delivered to reach each 12 JUNE 16

comfortably into an inactive listener.

5. The Scared Listener. This is really a subcategory of the selective listener, but this listener is focused on avoiding harm. Someone who is fearful of being criticized or rejected may only hear those words and phrases they feel they must defend against. Thus, you will be speaking to a selective listener in self-defense mode.

6. The Thoughtful Listener. This is a person who would otherwise be an active listener, and they will give you signs of a concurrence and support, but their only goal is to please you. Accordingly, they become a selective listener who filters out those things they must do in order to make you happy. The message gets lost in their thoughtfulness.

7. The “Uneducated” Listener. This is not a listener who was uneducated in an academic sense. This is a listener who is uneducated as to the arena in which you are speaking.

Go! It is time for you to deliver your message. You have considered who you are, what you have to communicate, and the type of listener or listeners who will hear you speak. It is go time. How will you keep the listener’s attention? Use all the tools at your disposal:

1. Vocal. By using tone and volume, we avoid monotony and rhythmically keep them listening.

2. Remaining Stationary v. Moving About. In a longer presentation, controlled movement may aid in keeping attention. In short presentations, keeping focus as you stand firmly, may add to the importance of the message.

and remember. In the boardroom, you will keep their concentration and focus by referring to income trends and future projections. On the sales floor, you will keep their attention by providing positive customer feedback and acknowledging the salespeople who lead the field. On the factory floor, you will build a better relationship by telling them that they have greater production and teamwork than anyone else in the business.

5. Give them something to remember. Relate what you have to say to an anchor that exists in the listeners mind. It may be a comparison to a past experience or a past success. Show them the big picture. In the boardroom, stock charts, predictions, projections and sales trend analysis may do the trick. On the production floor, a simple banner with the percentage increase in production blown up as large as possible will tell the widget assemblyman exactly what they need to remember. By weaving together all of these considerations you will create a tapestry that will cover a larger range of listeners. In the event of a one-on-one conversation, a few moments of observation will tell you who you are speaking to, and what you need to say to get them to understand. Take time to pay attention to your communication process, and then, listen to your listener before you speak. You will hear volumes that allow you to communicate much more successfully.

3. Demonstrative items.

If you hold up a report, use slides or display the new product, it becomes eye candy to make your presentation more attractive. Everyone has had an experience where someone tries to explain a situation using the salt-and-pepper shakers as people. Using props such as these allows your audience to visualize your example.

4. Feed their heads.

Use vocabulary that they can understand. Give them something their minds can digest

Since 1878

Joe Curcillo, The Mindshark, is a speaker, entertainer, lawyer and communications expert. As an Adjunct Professor at Widener University School of Law, Mr. Curcillo developed a hands-on course, based on the use of storytelling as a persuasive weapon. He has been a professional entertainer helping corporations and associations improve their communication techniques since 1979. For more information on bringing Joe Curcillo in for your next event, please visit www. TheMindShark.com.

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JUNE 16 15

How to

Bring Youth

Into Your Organization

by John Chapin

Almost every industry I talk to these days is struggling with bringing youth in. How do you get them interested in your industry? How do you get them to take you seriously? How do you get them to work hard without thinking they’re entitled to everything without actually having to work for it? Here are some answers.

Step 1) Realize there are some great Millennials out there.

Step 2) Talk about what’s important to them and sell the dream.

The fact that most of the youngest generation in the workforce seems to be entitled, self-centered, has no work ethic, and expect success overnight is first, not as quite as bad as it seems and second, nothing new. Those aspects aren’t generation dependent, they’re age dependent. When I was in my 20s, I was pretty much the same. Let’s face it, at that age most of us don’t have spouses and kids to worry about yet, we tend to think that we know everything, are immune to life’s pitfalls, and that there is plenty of time to have fun now and get serious later. That said, there are careerminded, hard-working millennials who are looking for a long-term, fulfilling career but you’re going to have to be committed to seeking them out, digging deep, and working hard to find them.

Ask them what they want and show them how a career, not a job, in your industry will provide what they’re looking for. If you’re the typical person who comes to me about bringing youth into your business, you’ve been in the industry for decades and have had a good degree of success. Let the younger people know that they can follow in your footsteps and enjoy the same success. They too can have nice cars, nice houses, and live an extraordinary lifestyle all while providing for a family now or in the future. Generally speaking, younger salespeople will be more focused on the material rewards and money, as you probably were at their age, so you can put a little more emphasis there, letting them know they’ll be more than prepared to provide for a family down the road too. The most important thing is to let them know that a career in your industry can provide them with everything they need to be successful and fulfilled.

16 JUNE 16

Step 3) Set expectations and prepare them for what’s ahead. Now that you’ve sold the cars, houses, and luxurious lifestyle, it’s time to talk about the price of success. Let them know this is not a 9-to-5 job and that if they’re going to have it all, there will be sacrifice. Inform them that they’re going to have to pound the pavement, get beat up, and encounter pain and failure before success. Make them aware of the fact that, especially in the beginning of their career, life will be out of balance, weighted heavily toward the work side. Let them know their friends will be out drinking and asking why they’re working so hard and they might think that they’re missing out and that the long hours aren’t worth it, but in the end, they will be. Say, “Five or six years from now your friends will think you’re lucky or were simply in the right place at the right time because your business will be taking off and success will be obvious. You’ll be taking great vacations, buying the nice new house, and driving your family around in the nice new car, and your friends will be toiling away in a job that they most likely hate, without a lot of financial or other rewards. Yes, in the beginning it will be tough, but if you’re willing to work like no one will for the next 5 to 6 years, you’ll live like no one can for the rest of your life. But all of that is going to take determination, hard work, selfdiscipline, and a commitment that you are absolutely going to make this happen and be successful no matter what. Success or failure is completely in your hands.”

Remember, good salespeople are hard to find at any age. Do the work necessary to get the right people on the bus. Let them know what’s in it for them, let them know what you expect in return, and make sure it’s a win-win for all involved. And now a quick note for younger people reading this… You are at an age in which it is extremely easy to stand out and get a huge head start. Look for a career, not a job, and take it seriously now. It will pay off tremendously down the road. If you’re going to be successful, you have to pay the price at some point. Pay it now while you still have tons of energy. John Chapin is a sales and motivational speaker and trainer. For his free newsletter, or if you would like him to speak at your next event, go to: www.completeselling.com <http://www.completeselling.com> John has over 26 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. For permission to reprint, e-mail: johnchapin@ completeselling.com .

PIAW Member Benefit

Step 4) Be an organization committed to their success. Bring them into the right environment and have an effective on-boarding and training program. The right environment is one of professionalism and high standards. It’s a competitive environment in which everyone gets along, supports one another, knows what is expected of them, and gets the job done. You can’t allow negativity or slacking. Establishing good habits is the first step in developing a new salesperson. Do this with a solid training program which may include sending them to outside classes and training. Work with them to develop production goals and daily activity. Help them calculate the numbers and make sure they do what needs to be done. Chart a course for them to follow for personal and professional success. Ensure your company is progressive, up-to-date, and open to new technology and change. Embrace the unique strengths that millennials bring to the table: energy, new ideas, and experience with technology. Take them seriously, treat them as equals, and value their input and opinions.

As a PIAW Member you can receive FREE sample producer contracts and employee contracts from PIAW! Developed for PIAW by an employment law attorney, these contracts contain non-compete and non-piracy clauses as well as other standard employment provisions. We can send them to you via email as word documents so you can customize them with your agency information. Call or email Mandy at (800) 261-7429; mpenn@piaw.org for information or to order.

Tools & Solutions that work for your business JUNE 16 17

It’s your move. Now what? Plan for the future and join Wisconsin’s largest independent agency. Our culture, services and carrier options provide an array of solutions benefiting both your clients and you. • Be a Producer Owner at RRA and keep your book • Allow RRA to handle administrative details • Continue working until you decide to step back or retire • Find the right buyer for your book and maximize your return Confidentially Contact Gary Burton 414.221.0386 // gburton@robertsonryan.com

www.robertsonryan.com/careers

Attorney ROBERT PROCTER

AXLEY INSURANCE

Attorney TIM FENNER

Attorney MICHEAL HAHN

ATTORNEYS

Providing timely & cost-effective legal services for all types of insurance industry issues. • Insurance Agency Ownership & Operations • CSR & Producer Employment Matters • Appearances Before OCI

MADISON, WI 53703 | WAUKESHA, WI 53186

• Drafting Contracts • Mergers & Acquisitions • Plans of Perpetuation & Succession • E&O Consultations

800-368-5661 | LAW@AXLEY.COM | AXLEY.COM

From Candles to Soap In 1879, Procter and Gamble's best seller was candles. But the company was in trouble. Thomas Edison had invented the light bulb, and it looked as if candles would become obsolete. Their fears became reality when the market for candles plummeted since they were now sold only for-special occasions. The outlook appeared to be bleak for Procter and Gamble. However, at this time, it seemed that destiny played a dramatic part in pulling the struggling company from the clutches of bankruptcy. A forgetful employee at a small factory in Cincinnati forgot to turn off his machine when he went to lunch. The result? A frothing mass of lather filled with air bubbles. He almost threw the stuff away but instead decided to make it into soap. The soap floated. Thus, Ivory soap was born and became the mainstay of the Procter and Gamble Company. Why was soap that floats such a hot item at that time? In Cincinnati, during that period, some people bathed in the Ohio River. Floating soap would never sink and consequently never got lost. So, Ivory soap became a best seller in Ohio and eventually across the country also. Like Procter and Gamble, never give up when things go wrong or when seemingly unsurmountable problems arise. Creativity put to work can change a problem and turn it into a gold mine. 18 JUNE 16



I realize the importance of political contributions to the future of the Professional Insurance Agents of Wisconsin and our customers. I want to be part of the process leading to success in achieving PIA’s goals in the Wisconsin Legislative arena. Please hold my contribution as a deposit in the PIA Legislative Conduit account to be used at my direction. I understand that I will be contacted in the future, by telephone, email or direct mail, to authorize the use of these contributions. I will be asked to respond with my signature on appropriate authorization forms. Name:___________________________________________________________________________________ (Please Print)

Primary Employer:________________________________________________________________________ (required to disburse any contributions greater than $100, by Wisconsin Law)

Business Address:_____________________________ City:_____________ State:_______ Zip:__________ Home address:________________________________ City:____________ State:_______ Zip:___________ Business phone:______________________________ Home phone:_________________________________ Email address:_____________________________________ Contribution amount:____________________ Credit Card Payment Name on card:_________________________________ Signature:__________________________________ Amount:______________ Card Number:_________________________________ Exp. Date:____________ Billing address on card:_____________________________________________________________________ City

State

Zip

Contributions are NOT tax deductible for income tax purposes. Donations must be made from Personal accounts only. NO Corporate or Business Checks or Credit Cards accepted Return to: PIAW Legislative Conduit Account PIA of Wisconsin, Inc. ● 6401 Odana Rd. ● Madison, WI 53719 Fax: 608-274-8195 ● www.piaw.org ● Email: rvonhaden@piaw.org

JUNE 16 19

Why Clutter Hurts

Your Leadership

and What You Can Do About It by Barbara Hemphill

It’s a simple fact: Clutter is postponed decisions. Many entrepreneurs and managers have cluttered offices—unless they have an organized assistant. If you don’t believe it, just start looking around you. Begin in your own organization, and then look in places like the manager’s office of your local retail store. Entrepreneurs and managers think “big picture,” but following through on details can be a struggle. They like to start things, but finishing them can be a challenge. Often the more brilliant a person is, the messier their office. Sorting and filing seems like a lower priority than creating a new product or serving your customer. But is it? It’s easy for observers to wonder, “If someone can’t manage their own office, how can they manage a department or a company?” 20 JUNE 16

According to a 2010 study by Brother International, an office products company, the cost of messy desks and time spent looking for misplaced items in corporate America is about $177 billion annually. That price tag, figuring the time spent daily hunting for misplaced files, staples or documents, added up to 76 hours—or nearly two work weeks—a year. According to the same study, it is also taking a toll on pocketbooks, since nearly one-third of those surveyed failed

to get reimbursed for a business or travel expense because they misplaced or lost a receipt.

What is the Problem? Getting and staying organized is not easy—if it were, there wouldn’t be so many highly successful, intelligent, creative people who struggle with it. Unfortunately, organization skills are not taught in school, so unless you were born organized or had a good role model for organization when you were growing up or in a job situation, you’re out of luck. The combination of computers, and a desire to reduce overhead expenses, means fewer administrative assistants, and as a result, messier offices.

Solving the Problem There are numerous ways an office can be organized, but statistically, most offices simply have too much stuff. Look at each item in your office and ask the question, “Does this help me accomplish my work or enjoy my life?” If the answer is “No,” but you’re still reluctant to get rid of something, ask “What’s the worst possible thing that would happen if I didn’t have this?” If you can live with your answer, “donate, recycle, or toss it”—and work happily ever after. If organizing doesn’t come naturally to you, it’s unlikely that with even the best system you will have a continuously neat desk, but cleaning it off at the end of the day, or at the very least, the end of the week, will be a cinch if you simply have a SYSTEM (Saving You Space–Time–Energy–Money).

Designing Your SYSTEM: The Magic 6 Half of any job is using the right tool. Here are six tools you can use to eliminate the clutter in your office, and accomplish your work and enjoy your life: 1. In/Out/File Place three containers on your desk within reach of your chair. 1. One for the items you have not yet looked at. 2. One for items you need to take someplace else— another person’s office, the post office, etc. 3. One for items you need to file in a location within your own office that you can’t reach from your chair. 2. Wastebasket/Recycle/Shred Make it easy to get rid of what you don’t need. For example, if you have a shredder, but you can’t reach it from your chair, use a desk drawer, or a small box under your desk. Then develop a system for actually getting the paper shredded— whether you do it yourself or hire your child to do it! 3. Calendar One of the biggest contributors to a messy desk is papers that serve as reminders to do something. Keeping an open calendar

on your desk for making direct entries can help eliminate this issue. While most of us are great at making appointments with other people, we’re not so good at making appointments with ourselves. We need to care for ourselves in order to meet the needs of others. 4. Contact Management System Another big source of office clutter is papers (and electronic files!) with contact information—names, addresses, phone numbers, e-mails, etc. 5. Action Files These files should be located close to your desk. They contain the papers you need to work on your current projects. They can be sorted in three different ways: 1) By date (files labeled 1-31 for the current month, and Jan – Dec) 2) By type of action (e.g., “Data Entry,” “Expense Reim bursement,” “Waiting for Response”) 3) By name of project, client, or event Most people have a combination of the three. For example, the August 15 file might remind you to write a new ezine, while the project file labeled “Ezine Ideas” would contain the information you need to actually write it. 6. Reference Files These files contain all the papers you may not need on a daily basis, but don’t want to throw away. They can be located in or outside your office. Your “To File” box will serve as a place to hold the papers that need to be filed. Some projects may have both an Action File and a Reference File. The Action File will contain the papers you are currently using on a project, while the Reference File will contain the completed papers that you want to retain for historical or legal purposes. So here’s your challenge: Set aside four hours. Clear your desk by putting everything on it in a box. Set up The Magic 6 to stop future clutter, and provide a SYSTEM for every new piece of paper in your office.

Maintaining Your Success Organizing is an art! People often ask, “What should I do?” but the real question is “What will you do?” No one likes to think about maintenance—but unless you figure out how you can maintain any system, you will fail. You can buy a Lamborghini, but if you don’t complete the necessary maintenance, you will soon have a pile of junk. You can go to a health spa and lose a lot of weight, but maintaining good exercise and good eating habits are essential if you don’t want to gain back everything you lost. One way to think of (continued on page 35) JUNE 16 21

education

2016 CPIA Scholarship Sponsors â&#x20AC;&#x201D; Thank You!

Contact Brenda to become a sponsor of this fantastic sales education series. bsteinbach@piaw.org

CPIA Position for Success â&#x20AC;&#x201D; April 2016

Congratulations to the scholarships recipients, shown here enjoying the course.

22 JUNE 16

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69340

PERSONAL LINES – MISCELLANEOUS

This course addresses the exposures created by watercraft, recreational vehicles, and business activities often encountered when working with personal lines clients. Prompting your client to identify these exposures is crucial, because the ISO Homeowners and ISO Personal Auto Programs provide only very limited coverage. You will be better able to design the appropriate coverage for these exposures. The course will also provide an analysis of the important coverage offered through personal umbrella or excess liability policies. It is recommended that students taking CISR Personal Lines Miscellaneous have already taken CISR Personal Residential or have a working knowledge of the Homeowners Policy Form.

JUNE 22 • Rothschild JUNE 23 • TOMAH

CLASS SCHEDULE Todd Davis CIC

Instruction 8:00 a.m. – 3:45 p.m. Group Lunch 12:00 p.m. – 12:45 p.m. Optional Exam 4:15 p.m. – 5:15 p.m.

$170 Per Course Includes Lunch

O n -L i n e e d u c a t i O n

Open to Anyone & Everyone !

For The New Employee - No CE 6-8 Week Virtual Classroom •

• • •

www.piaw.org

New Agency Employee Orientation Delivering Quality Service Personal Lines Coverage Basics Commercial Lines Coverage Basics

Pre-Licensing Education Webinars: 2-3 WI CE, No Exam, No Proctor •

Over 20 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

All 9 CISR Courses – 8 WI CE All 5 CIC Institutes – 20 WI CE JUNE 16 23

education

33 Topics in 2016! Each Approved for 2 or 3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo, and to register. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

June 2016 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Time Element for Commercial Risks 3 CE # 1011193

6/13

12-3p

Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS

Words Mean Things and Insurance is a Foreign Language 3 CE # 71019, Utica Approved

6/14

12-3p

Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS

Health Insurance: Myths, Truths and Solutions 3 CE # 1011195

6/15

8-11p

Karin Klaassen, CLU, LUTCF

Top Twelve Coverage Countdown: Answers, Evaluations & Revelations 3 CE # 1010873

6/15

12-3p

Chris Amrhein, AAI

Food Borne Illness and Insurance Coverage 3 CE # 71001

6/16

12-3p

Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS

The Ever-Evolving Affordable Care Act (ACA) 3 CE # 71018

6/20

12-3p

Jerry Rhinehart, CIC, CLU, ChFC, RHU

Commercial Liability Endorsements to Watch Out For 3 CE # 1010874

6/21

12-3p

Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS

How to Be the Agent Advocate at Claim Time 3 CE # 1010878, Utica approved

6/22

12-3p

Chris Amrhein, AAI

E&O Loss Prevention 3 CE # 1010749, Utica Approved

6/23

8-11a

Becky Lathrop, CIC, CPIA

Get in the Ring: Property Claims, Fights and Decisions 3 CE # 71014

6/23

12-3p

David Viola, CIC

Ethics: Taking it to the Streets 3 Ethics CE # 70999, Utica Approved

6/27

1-4p

Chris Amrhein, AAI

Leases & Contracts Versus the Insurance Policy 3 CE # 1010872

6/28

8-11a

James Harrison ,J.D., CIC, CPCU, CLU, ChFC

Agency Management Based E&O and Ethics 2 CE, 1 of 2 Ethics, CE # 1011196, Utica approved Full 3 hour attendance required for CE & Utica

6/28

1-4p

Terry Tadlock, CIC, CPCU, CRIS

Not Your Grandpa’s Globe: Recognizing & Insuring Supply Chain Interruption 2 CE #71016

6/29

1-3 P

Kevin Amrhein, CIC

Insert in this issue or online at www.piaw.org

Utica

Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org

Please contact Darcy at PIAW to find out how you can benefit from Utica’s E&O Loss Control Program. dbrown@piaw.org or 1-800-261-7429

JUNE 16 25

education

Please Register Today!

education

STAND OUT! Set yourself apart with the CPIA designation. The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one. Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded! To maintain the CPIA designation: fulfill a bi-annual update by attending one of the three core seminars, an Advanced Insurance Success Seminar, a Pro-to-Pro Retreat, or maintain an active Level 2 or Level 3 membership in the AIMS Society. The CPIA designation is approved by Utica Mutual as part of the premium discount program.

The AIMS Society is a national organization dedicated to providing i nteractive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits. CPIA 1 - Position for Success

CPIA 2 - Implement for Success

CPIA 3 - Sustain Success

During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.

During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorsements, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WI CE Course # 65338

WI CE Course # 65340

WI CE Course # 65339

Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee per Seminar: Includes Seminar Materials, coffee a.m. & soda p.m.  PIAW Member $165.00 or $172.00 includes WI CE fee  Non Member $200.00 or $207.00 includes WI CE fee CPIA 1 – April 12, 2016

CPIA 3 – June 16, 2016

CPIA 2 – December 14, 2016

Holiday Inn West Waukesha, WI

Radisson Appleton, WI

Crowne Plaza Madison, WI

26 JUNE 16

more than one thing

new at piaw.org

PIA of Wisconsin now offers: Certified Risk Manager (CRM) Courses and Ruble Specialty Seminars.

800-261-7429

Choose 5 of 9 to improve your 9 to 5. CISR EDUCATION FOR INSURANCE & RISK MANAGEMENT PROFESSIONALS

It still takes 5 courses to earn a CISR designation but now you have the flexibility of 9 course options. This allows you to focus on what’s important to you. We understand not everyone learns the same way or even at the same pace, so we offer courses in the classroom, online and in-house. Find out how CISR can improve your 9 to 5. Call or visit us on the web today.

• Commercial Casualty I • Commercial Casualty II • Insuring Commercial Property • Insuring Personal Auto Exposures • Insuring Personal Residential Property • Personal Lines Miscellaneous • Agency Operations • Elements of Risk Management • Life & Health Essentials

Step Up To Elite Status CISR Elite, That is. For CISRs who aspire to be more-who seek to distinguish themselves as Elite. When you love what you do, and want to be the best, It’s time to step up. it time to Become a CISR Elite.

www.piaw.org 800-261-7429

www.piaw.org 1-800-261-7429 JUNE 16 27

education

There is

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

PERSONAL LINES

COMMERCIAL CASUALTY

June 14-16, 2016 Radisson Paper Valley Hotel 920-733-8000 $105 single rate through 5/16/16 includes breakfast

July 19-21, 2016 West Bend, WI Hotel listings under Education/CIC at piaw.org. Thank you West Bend Mutual Insurance for the use of your training room! • commercial general liability • additional insured concepts & endorsements Steven Lyon, CIC, CPCU, ARM, AAI, AIS, ARM, CRIS

• PERSONAL RESIDENTIAL COVERAGES Sidney Earl Aycock, Jr. CIC • PERSONAL AUTOMOBILE COVERAGES • RENTAL CAR COVERAGE Samuel Bennett, CIC, CPIA, AFIS, CRIS

• BUSINESS AUTOMOBILE COVERAGES John Dismukes, CIC, CPCU, AAI, AIS

• FLOOD • PERSONAL UMBRELLA / EXCESS COVERAGES Russell Deaton, CIC John Dismukes, CIC, CPCU, AAI, AIS

• WORKERS COMPENSATION • CYBER LIABILITY • EXCESS LIABILITY/COMMERCIAL UMBRELLA COVERAGES Timothy McClendon, CIC, CWCA

WI CE Course # 69169

Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

WI CE Course # 69299 Day Three: 8:00 – noon, Optional Exam 2:00 – 4:00

$405.00 per institute. Register at www.piaw.org or call 800-261-7429.

CIC Ruble seminars Exciting update options, they fill up quickly. August 25 & 26 | RUBLE Legal Concepts|Crowne Plaza – Milwaukee, WI October 26 & 27 | Graduate | Radisson – Green Bay, WI* 16 WI CE (*Includes 4 optional Ethics)

visit www.piaw.org or call PIA at 1-800-261-7429

the whole world stinks Wise men and philosophers throughout the ages have disagreed on many things, but many are in unanimous agreement on one point: "We become what we think about." Ralph Waldo Emerson said, "A man is what he thinks about all day long." The Roman emperor Marcus Aurelius put it this way: "A man's life is what his thoughts make of it." In the Bible we find: "As a man thinks in his heart, so is he." One Sunday afternoon, a cranky grandfather was visiting his family. As he lay down to take a nap, his grandson decided to have a little fun by putting Limburger cheese on Grandfather's mustache. Soon, grandpa awoke with a snort and charged out of the bedroom saying, "This room stinks." Through the house he went, finding every room smelling the same. Desperately he made his way outside only to find that "the whole world stinks!" So it is when we fill our minds with negativism. Everything we experience and everybody we encounter will carry the scent we hold in our mind. 28 JUNE 16

education

PEOPLE WHO EARNED THIS ALSO EARNED MORE

30,900 MORE OF THESE

PER YEAR.

If youâ&#x20AC;&#x2122;re looking to jump start a new career or make more with the one you are in, education is your best investment. Now, more than ever, it is important to invest in your greatest assetsâ&#x20AC;&#x201D;yourself and your people. According to The National Alliance Producer Profile, commercial lines producers with the Certified Insurance Counselor (CIC) designation earn 30% more than those without the designation. To learn more about the CIC Program, call or visit us on the web.

The most successful training programs for insurance professionals

JUNE 16 29

PIA of Wisconsin’s Young Professionals Club th 13 Annual Scholarship Golf Outing Join us on August 3rd for a day on the greens at Thornberry Golf Course in Green Bay

Register Now – 144 Spots Available 9:30 a.m. Shotgun Start – Scramble Format $125.00 per person (Includes: golf, cart, box lunch @ turn, 2 drink tickets, hors d’oeuvres and prizes!)

Yes, I would like to reserve: 1 foursome for the golf outing a group

spots for the golf outing

please place me with

Name: _____________________________________________________________________________ Guest Name/s: _____________________________________________________________________ Agency/Company: __________________________________________________________________ Mailing Address: ____________________________________________________________________ Phone: __________________________________ Fax: _____________________________________ Cell Phone: _____________________________ Email: _____________________________________ Method of Payment: Total amount: ___________

Check ______ Credit Card __________________

Card # _____________________________________________Ex Date ____________ Cancelation Policy: Full refund if PIA Office is notified in writing by July 11th, no refunds after July11th.

Please Mail, E-mail or Fax Back to: PIA of Wisconsin, Inc. 6401 Odana Rd. Madison, WI 5371 E-mail: mpenn@piaw.org Fax: (866) 203-7461 register online at www.piaw.org 30 JUNE 16

Crash course in service excellence.

Help clients through the stress of an accident with AAA Accident Assist . One call brings AAA roadside assistance to their crash site, sets the stage for hassle-free repairs, and reserves a rental car for their immediate use. And you made it happen.

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How Your Agency Management System Can Help Minimize Your E&O Potential An uncovered exposure is typically the number one cause of an Agents’ Errors & Omissions (E&O) claim. Therefore, the more exposures an agency insures, the lower the E&O exposure. While virtually every agency focuses on writing new business, the potential to write additional policies is likely within the agency’s current book. Recent industry surveys indicate that, on average, insurance agencies write fewer than 1.7 policies per account. The average Personal Lines account has 5-6 policy opportunities at a minimum, so there is real potential to write business from within the current book. If you don’t know your agency’s specific numbers, now is a good time to find out. Every agency should have account development strategies that include, among other things, a commitment to identify cross-selling and account-rounding opportunities. Greater opportunities, greater defense More effective use of your agency management system will help. For example, how can you determine which accounts your agency has with an auto policy and a homeowner’s policy, but no umbrella? Many agency management systems have the capability to identify these customers. By interacting with and marketing to them, you can write more insurance while at the same time minimizing your E&O potential. A recent insurance survey indicated that over 50% of renters do not have the proper coverage because they believe their landlord’s insurance covers their personal belongings. This is clearly an opportunity to educate customers and write more business. These strategies also provide a greater defense if an E&O claim develops and the customer alleges that you never discussed a specific coverage with them. While not every customer will purchase every coverage suggested, properly documenting discussions and declinations enhances the agency’s E&O protection. Does your agency management system have this capability? If so, is your agency using it to identify gaps in coverage? Many agencies have established campaigns to market to customers who have gaps. This will help to grow your policy count while reducing your E&O exposure. Imagine if your agency added just one more policy per customer over the next year. Remember, too, that the more business you write for each customer, the better your retention will be. A win-win Another approach worth considering involves looking for cross-selling opportunities every time your agency interacts with a customer. Some agencies provide customer service representatives with a new business incentive for “rounding out” their customers’ insurance programs. Whichever approach your agency considers means greater growth and profitability. This is a win-win for everyone.

32 JUNE 16

Four steps to achievement: Plan purposefully. Prepare prayerfully. Proceed positively. Pursue persistentlyâ&#x20AC;&#x201D;William A. Ward

JUNE 16 33

Salespeople and Marketers

Where Should You

Put Your Energy to be Successful? by John Graham

One salesperson arrived late for the meeting, and whispered to the person next to him, “All I want to do is sell.” The message was clear: anything taking time away from selling is a waste. He was bright, informed, and likeable, but at that moment, it was clear he was on borrowed time — and he was. Feeling pulled in so many directions, this salesperson, like so many others, faced a frustrating question: “Where should I put my energy to be successful?” If he could only shake off everything else asked of him, he could do what he does best: sell. This is how so many salespeople see themselves. Unfortunately, it’s a flawed picture. Success in sales starts with recognizing that selling is multifaceted, involving a series of interrelated tasks that propels a salesperson toward the ultimate goal: closing sales. With that in mind, here are some worthwhile places to invest you’re energy: 1. Market yourself. The sales mentality puts a premium on “getting in front of customer.” It made sense in the past, but it’s increasingly difficult to do it today, no matter how hard you try. And here’s why: Think about it. We teach kids never to open the front door unless they know who is on the other side. It’s the same in sales: prospects must “know” you before they’ll “open the door.” So, invest energy in communicating your message so they’ll get to know you before you “knock.” 2. Customer support. Although it’s no surprise, a recent survey says purchasers of smart home devices want to solve their problems themselves. This goes beyond a helpline or links; they want someone they can count on if they need assistance. The smart salesperson sees this as an opportunity to engage customers and demonstrate their expertise, rather than an irritating burden. Giving customers personal support has two important benefits: it’s the way to foster customer retention and get referrals. 3. Make life easier. Not just for us, but for our customers. It’s what they want and expect, but don’t often get. At Midnight late last December, The Boston Globe changed

JUNE 16

delivery partners, an event that became a horror story — for tens of thousands of customers who didn’t get the paper. For some it lasted for weeks. The Globe apologized and offered a DIY alternative to long phone wait lines for reporting late or missed deliveries. Customers could call an 800 number and go through seven separate steps! If that didn’t work, there was another 800 number to speak with a live person (in the Philippines). There’s a business lesson in all this: customer relationships are incredibly valuable but super fragile. Even though they can take years to build, they can be destroyed in seconds, with little chance of recovery. Do everything you can to make life easier for your customers. 4. Spot obsolescence. Since salespeople tend to be good observers, they easily spot customers’ blind spots. As a salesperson said, “They stick out like sore thumbs, but no one wants to hear about them.” Understandably, salespeople don’t want to be bearers of bad news. However, one salesperson has found a way to be to be helpful. She forwards reports, articles, and studies to CEOs and others at several accounts that speak to issues she’s spotted. They’ve thanked her and urged her to keep it up. She’s found it a way to create value. 5. Make sense to customers. Assuming that customers and prospects understand your message is the worst mistake salespeople can make. And the second worst mistake is assuming that if someone doesn’t understand, they’ll speak up. They may, but IF they don’t get it, that ends it. The best approach is never to assume that they do. Here are four ways to make sure you are understood: • Use short words and sentences, and avoid jargon • Clarify by expressing major points or issues in more than one way • Summarize often before moving ahead to next step • Test your message by asking appropriate questions We’ve only done our best when someone really gets the message.

6. Get them to want you. The goal should be to focus your effort on customers who want to do business with you, not just what you’re selling. These are the customers who will follow you if you change jobs and who are ready to overlookweaknesses and even some mistakes because they value what you’re doing for them.

and becomes impersonal and distant. And customers know what’s going on. They’re your customers and you know how they think and what they expect. Losing the customer connection may save a salesperson time, but it can be costly, resulting in a lost relationship. Your investment in customers should never falter.

For example, one customer said, “He’s a bit rough around the edges in some ways, but he’s there whenever I need him.” “I can get a better deal from her competitor, but she’s always there when we need her,” another noted.

Where salespeople put their energy determines their destiny. Putting it in customers is the key to long-term success.

7. Own customer communication. It’s so easy to hand off communicating with your customers to the support team. But the “voice” changes and loses spontaneity and personality

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John Graham of GrahamComm is a marketing and sales strategistconsultant and business writer. He 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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(Continued from page 21) maintenance is “plan + habits.” If you know yourself well enough to know you won’t maintain it, and you want your office to reflect the quality of the products and services you provide, hire someone to help a few hours a week. Your office will look better, you will feel better, and your leadership will shine! Barbara Hemphill is the Founder of Productive Environment Institute, in Raleigh, N.C., a nationally recognized speaker and author of Less Clutter More Life. As one of the country’s leading productivity and organizational experts she has helped many corporations, such as Staples, Hallmark and 3M increase their productivity and efficiency. For information about her speaking services, visit www.BarbaraHemphill.com.

JUNE 16 35

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