November 2017 Professional Agent

PROFESSIONAL AGENT November 2017

What's Inside?

Dennis Kuhnke Elected.....10 You Lost Me At "How Are You?" ......................................14 WI Biennial Budget Bill.....16 Marketing & Sales...............18 Education Section..............21 A Businee Income Lesson.....................................28 Are You Holding Your Customers Accountable.........................32 Winter Get-Away................35 Classified Ads.......................37

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

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Independent Insurance Agents Every day, you as independent agents put on a rocking show for your clients. We are proud to give you a standing ovation!

From the

President Jodi Cordes, CIC, CRM, CPIA — President, PIA of Wisconsin

Be kind, honest, and loyal to your family, friends, and all in this Nation!

10,000 Baby Boomers turn 65 every day… Who is taking over?

Millennials! Millennials overtake Baby Boomers as the largest generation; now well over 82 million vs. 80 million of Baby Boomers.

I learned some interesting statistics while attending the PIA National Conference last month. PIA brought in a multigeneration speaker to talk about the different traits of each of the generations. It was very interesting to hear the different influences of each of these, which leads to their traits, and how that affects how we attempt to work together. And sometimes it is a difficult task. Consider a situation where you have an older Baby Boomer (1946-1964) running an agency and looking to perpetuate their agency. They are typically more formal, professional, prefer to pick up the phone and talk with someone or physically see a customer to get the job done with a handshake, then follow up with a formal letter.

Then you have a Millennial (1980-1995) that the Baby Boomer is looking at as the potential “future” of the agency. Millennials are more casual in their communications, they prefer emailing/ texting, or using social media to communicate. They want immediate results, and send out an electronic document to have e-signed in their technical savvy way.

Some of us look at this as lazy, impersonal, and too informal a way of doing business, but in reality it is just a changing world and the Baby Boomers have been in control for a long time

But the Millennials have arrived in the working world and want to see more efficiencies, technology, choices, and to focus on results over rules.

The message I came away from this seminar is that we cannot expect people learn, work, or function all the same way. Current events change how that generation will react and mold into the person, employee, or boss they will be. Instead of labeling, look for the strategies to work across these generations. Try to understand each other and come up with ways to work together so we can all get to the end result that is needed regardless of our generation label.

Generation Edge (1996-2010) is still being molded into who they will be. But consider the influences they have: Facebook, Youtube, Amazon, and ISIS. I look at this current time, and think “how will the current generation deal with the events that are affecting their lives”. The domestic pressures to treat everyone exactly equal, the shootings of an individuals that don’t make any sense, hurricane devastation, the disrespect of the President, the nation, and flag by “entertainers”. But on the flip side, there is a lot of strength that is coming from these events to make this nation stronger and pulling people together as well.

Be kind, honest, and loyal to your family, friends, and all in this Nation!

NOVEMBER 17 3

Memos from

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

Countrywide, about one in eight drivers on the road are uninsured.

UNINSURED MOTORISTS are on the rise. According to the Insurance Research Council, a division of The Institutes (a respected industry resource), the percentage of uninsured motorists in the country rose in 2015 after seven years of declines. Countrywide, about one in eight drivers on the road were uninsured. The rate of uninsured ranged from a low of 4.5% in Maine to a whopping 26.7% in Florida.

There was some good news in the recent survey as several chronically high states experienced significant declines in the number of uninsured drivers. Oklahoma, New Mexico, Alabama, Arizona and California showed improvement after being on the list of worst states in past surveys. Overall, the number of states with increasing rates of uninsured drivers doubled the number of decreasing states.

Wisconsin still shows a relatively high rate of uninsured drivers, coming in at 14.3%. Our neighboring states fared as follows: Michigan 20.3%; Illinois 13.7%; Minnesota 11.5% and Iowa 8.7% CAN PETS BE DISPLACED under Additional living Expenses?

Here is an interesting question from FC&S Online recently: When a loss causes a home to be uninhabitable for a period of time, would we owe to board the insureds dogs under an HO3 policy? Animals are excluded under coverage C and the ALE says we pay any increases in living expenses you incur so that your household can maintain its normal living standard. It does not appear this would be covered under ALE. Answer: The animals are not damaged in the loss; therefore they are not a coverage C item. The insured’s standard of living

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includes living with pets; if you cannot relocate the insured into a location that allows the insured to bring his pets, then you need to board the pets where the insured would board them if he left home. ALE is very broad coverage, and the insured’s standard of living includes many things including food, drinks, pets, access to swimming pools, etc.

The above question and answer is provided by the experts at FC&S Online, an unquestioned authority on insurance coverage interpretation and analysis for the P&C industry.

GET SOCIAL. Social media can be intimidating if you’re not familiar with the platforms. Facebook, Twitter, Linkedin and Google + offer marketing opportunities to increase referrals and grow a business. Many insurance agencies are afraid to jump on board and some are afraid that if they establish an agency Facebook account, the employees will simply scroll through the pages all day. But the truth is, if you block Facebook at the agency instead of embracing it, everyone can simply pick up their personal phones and you will have even less control. Every segment of the population is engaged in social media of some type. It’s not just a fad….go with it.

AND REMEMBER….I’ve learned that life is like a roll of toilet paper. The closer it get to the end, the faster it goes.

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From the

Boardroom Michael Keener, CIC, Director of PIAW

Flood Insurance: Drowning in Debt With the recent hurricanes in Texas, Florida, Louisiana, and Puerto Rico, among other places, I thought it was an appropriate time to reflect on what is all taking place with the National Flood Insurance Program and the importance of talking to our clients about flood insurance. PIA of Wisconsin continues to keep all of those impacted by the hurricanes and flooding in our thoughts and prayers.

The National Flood Insurance Program (NFIP) is a program created by congress in 1968. The program enables property owners in participating communities to purchase insurance protection, administered by the government, against losses from flooding, and requires flood insurance for all loans or lines of credit that are secured by existing buildings, manufactured homes, or buildings under construction, that are in a community that participates in the NFIP. The insurance program as of 2017 operates at a loss and has been forced to borrow to fund the program. It’s current debt is around $25 Billion, the majority of that from Hurricanes Katrina and Sandy.

The U.S. House of Representatives has passed a $36.5 Billion-dollar disaster relief package to help hurricane and wildlife recovery efforts. “PIA is pleased by the inclusion of the $16 billion in debt relief for the NFIP,” said PIA in a statement. “This will allow the NFIP to continue to pay claims arising out of hurricanes Harvey, Irma, and Maria, as it had already reached its borrowing limit last month.

While the House made progress on reauthorizing the law by passing several separate bills, the senate has yet to see any legislative action aside from several proposals being introduced. PIA has expressed its opposition to the entire House

legislative package because of a provision that is likely to lead to a cut in agent compensations by cutting the Write Your Own (WYO) reimbursement rate. Most insurance carriers that sell NFIP policies have acknowledged that, for them to remain in the program, they will be forced to pass any cut to the reimbursement rate to independent agents through their commissions. PIA is the only agent association standing firm against the House legislation because of the WYO cut, and we will oppose any short-term extension or reauthorization measure that cuts the WYO reimbursement rate unless it includes a robust and specific protection for agent commissions.

Take Action- Email, call or mail a letter to your senators and representatives encouraging them to NOT support any reauthorization of the NFIP that will lead to a cut in commissions for insurance agents. Agents are not going to have nearly the incentive to write flood policies that take time and effort with a reduction in commission. Independent Agents are the face of the NFIP for the clear majority of consumers. We are on the front lines when disasters hit, filing claims and walking our clients through the messy process of the aftermath of a flooding event.

Lastly, make sure that you are talking to your consumers about flood insurance and the potential impact it could have on their home and business. Even though they are likely NOT in a mandatory flood zone, defined by NFIP, that does not mean that they do not have an exposure to flood.

Consider this, only about 15% of homes in Texas that have flood damage actually have a flood insurance policy. Since 2004, PIA and The Hartford have joined together to provide PIA member agents the opportunity to offer your custom(Continued on page 37)

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OCI Administrative

Actions Ted Nickel — Commissioner of the Office of Insurance

Madison, WI—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 toll-free telephone number: 1-800-236-8517.

Allegations and Actions Against Agents Stephen L. Berger, 511 W. Reno Ave., Bismarck, ND 58504, had his 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 North Dakota on a licensing application.

Scott D. Bowman, 211 Seymour St., Kaukauna, WI 54130, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Matthew B. Conrad, 719 Munroe Falls Ave., Cuyahoga Falls, OH 44221, had his 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 Ohio on a licensing application.

Coutrney L. DeMoe, 601 Sommerset Rd., Apt. 12, Spring Green, WI 53588, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Alphonse S. Derouaux, 5655 Lindero Canyon Rd., Ste. 420, Westlake Village, CA 91362, 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 activities, failing to disclose criminal convictions, and administrative actions taken by the state of California on a licensing application.

Deborah Dukler, 5718 N. 35th St., Milwaukee, WI 53209, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Barbara R. Fernandez, 2036 N. Prospect Ave., Unit 1307, Milwaukee, WI 53202, had her application for an insurance 8 NOVEMBER 17

license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Scott A. Froemming, 573 E. Red Pine Cir., Dousman, WI 53118, had his 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 Wisconsin on a licensing application.

Cory D. Gates, 204 Hyland Ave., Tomah, WI 54660, agreed to surrender his insurance license, agreed to pay a $16,000.00 forfeiture, and agreed to future licensing restrictions. These actions were taken based on allegations of misrepresentation and incompetence in annuity sales, falsifying insurance documents, and failing to provide required sales materials.

William P. Gedemer, 1202 S. 74th St., West Allis, WI 53214, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Kevin J. Gracyalny, 1225 Southridge Dr., Madison, WI 53704, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Hugh H. Gwin, 430 2nd St., Hudson, WI 54016, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Mary E. Haas, 1926 Dallas Rd., De Pere, WI 54115, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Carmen Herrera, 1200 Post Oak Blvd., Apt. 2607, Houston,

TX 77056, had her application for an insurance license denied for 31 days. This action was taken based on failing to disclose an administrative action taken by the state of Wisconsin on a licensing application and having a history of administrative actions.

Cynthia L. Hubert, W279 N2050 N. Prospect Ave., Pewaukee, WI 53072, agreed to the denial of her application for an insurance license for a period of 31 days, and further agreed to the issuance of a probationary license with supervision, payment, and reporting requirements for a period of 18 months. These actions were taken based on allegations of failing to disclose criminal convictions on a licensing application and having a history of owing delinquent Wisconsin taxes.

Bonnie A. Kalinowski (aka Bonnie A. Knecht), 3736 E. Hammond Ave., Cudahy, WI 53110, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Rebecca J. Kimpfbeck, S5790 Crown Ct., Baraboo, WI 53913, 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.

Shirley J. Kowalski, 4330 N. 14th St., Milwaukee, WI 53209, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Scott A. Larsen, 4222 95th St., Pleasant Prairie, WI 53158, had his application for an insurance license denied. This action was taken based on allegations of failing to timely disclose a criminal conviction while previously licensed.

Brenda L. Mallek, P.O. Box 903, Plover, WI 54467, 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 Wisconsin on a licensing application.

Larry K. Medema, 607 Kramer Ln., Kimberly, WI 54136, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Caleb C. Nchang, 1622 Fordem Ave., Apt. 504, Madison, WI 53704, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Desiree Paige (aka Desiree Metzger and Desiree Paige Burris), S48 W34409 Rue Chantilly, Dousman, WI 53118, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Scott Pietrzykowski, N1051 U.S. Hwy. 45 S., Antigo, WI 54409, 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.

Tonya L. Pingel, 247 State St., Rosholt, WI 54473, 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.

Dion G. Raybern, 209 Central St., Potter, WI 54160, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Christina Rose, 1099 Hickory Hill Dr., Green Bay, WI 54304, had her 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, having unpaid civil money judgments, and failing to respond promptly and completely to inquiries from OCI. Tamme Schmitz, 2055 Handel St., Black Earth, WI 53515, 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.

Steven A. Schultz, 121 Ellison St., Horicon, WI 53032, agreed to surrender his insurance license, agreed not to reapply for licensure for a minimum period of five years, and agreed to pay a $30,000.00 forfeiture. These actions were taken based on allegations of altering policy and application documents; misrepresenting an annuity policy; providing false information to consumers, OCI, and an insurance company; having a history of administrative actions and civil money judgments; illegally changing a consumer mailing address; intercepting consumer mail; and failing to properly consider suitability in the sale of an annuity.

John R. Soward, 14585 San Antonio Ave., Chino, CA 91710, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

John S. Steffen, 2508 75th Ave., Osceola, WI 54020, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Marc Steffens, 17025 W. Lisbon Rd., Brookfield, WI 53005, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Allegations and Actions Against Companies AXA Assistance USA, Inc., 122 S. Michigan Ave., Ste. 1100, Chicago, IL 60603, had its insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Huntington Investment Company, The, 41 S. High St., Columbus, OH 43215, agreed to pay a $1,000.00 forfeiture, agreed (Continued on page 37) NOVEMBER 17 9

PIA National Honors Dennis Kuhnke, CIC, CPIA, Vice President of Robertson Ryan & Associates in Milwaukee.

At their midyear meetings in Minneapolis, Dennis was elected to the position of National Vice President/Treasurer of PIA National.

In two years, he will assume the position of President of PIA National, representing PIA and agents across the United States.

Dennis has been a stalwart in the Wisconsin insurance industry and an incredible asset to PIA of Wisconsin and our members. He has not only held every elected position at PIAW, he has served on more committees and task forces than can be attributed to any single person. His commitment to our industry and agents is amazing.

Dennis also has a deep commitment to his community and his clients. He has received many awards for service to fraternal and charitable groups in the Milwaukee area and has been recognized by his carriers for his dedication to the highest standards of professionalism and generosity. His agency business continues to thrive even with the additional time and energy he has committed to the association.

PIA of Wisconsin is extremely proud of Dennis and his lovely wife, Marsha, for all they have given and continue to give. Imagine what the world would be like if we could clone individuals like this!

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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)

Occupation:_____________________________________________________________________________________________ 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

NOVEMBER 17 11

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You Lost Me at “How Are You?” Leveraging Preparation, Practice, and Patience for Better Business-to-Business Calls By: Kate Zabriskie “Hi, this is Ahmad calling from Acme Industries. How are you today?”

“Well, Ahmad, I was a lot happier before you called and interrupted me. I’m behind with my project, and I’m too busy to leave my desk. Don’t call me again.”

The truth hurts, but it’s honest. Ahmad blew it. He had an opportunity to win the ear of the person on the other end of the line, but he squandered it by asking a silly question.

Clueless Ahmad probably won’t get another chance to engage that target.

Anyone in the business-to-business sales industry will tell you, stepping off on the right foot can mean the difference between clicking and a terminal “click.”

Is there hope for Ahmad and the legions of desperate dialers just like him? Of course there is. By paying careful attention to three basic things—preparation, practice, and patience—almost anyone can improve their business-to-business calls.

PREPARATION Are you cold-calling people and hoping for the best, or do you invest an adequate amount of time and effort in homework?

First, do you know what you offer, and can you use under twenty words of conversational English to explain that product or service? If not, don’t make the call.

Second, have you researched the people you plan to call? This doesn’t mean full-throttle cyber stalking, but at a minimum you need to look for them in the usual places: LinkedIn, Facebook, Twitter, and Google. Search for people by name and company, by name only, and by email address. Together, those three inquiries will yield more complete results than any single query. Searching that way can also reveal personal information you otherwise might have missed that could be useful later.

For example, maybe the email address search leads to a PDF of a little-league baseball team roster. Now you know something 14

NOVEMBER 17

about your prospect you might be able to weave into a conversation at some point in the future. A quick word of caution: if you discover information beyond what you see on LinkedIn, whatever you do, don’t admit to the depth of your research unless you want to sound creepy. “I saw on Facebook you and your family had a great time at the Outer Banks last summer.” This comes off as extremely invasive.

In addition to research about the people you are calling, you should also know something about the company they work for. At least look at the organization’s website, its LinkedIn profile, and its stock price if the company is public. You should also run a quick search for news mentions.

If you fail to tend to those basics, don’t be surprised if you get caught and have your lack of knowledge held against you.

Given the ubiquity of information in the age of the internet, there is no excuse for not knowing the fundamentals about the organizations you call and the people who work there. Period.

The third step in the preparation process is choosing a reason to call. The more specific it is, the more likely you are to get a thoughtful response.

Imagine for a minute that you sell office supplies, something every business uses. Your ideal customer is a business with 5001,000 employees. In a perfect world, your customer does not use a purchasing department to procure these products. You prefer to work with office managers. You’ve searched for businesses that meet those criteria, and you’ve done the basic research on the organizations and the relevant staff. Now you’re considering a few openings.

Good morning. This is Jane Jones with Office Pro Supplies.

I’m calling because I’m verifying a mailing list for a promotion we’re running next month. Could you tell me if you’re the most appropriate person to receive information about our copier paper special and if you prefer email notification or hard copy?

Good morning. This is Jane Jones with Office Pro Supplies. I’m calling because we sell office supplies to businesses. A lot of them

have 1000 or fewer employees. I came across your information on LinkedIn while I was working on something else, and you looked like you might be a good fit for what we do. I wanted to call to see if we could serve as a resource to you. Could you tell me how you are currently purchasing your workplace supplies?

Either of those is sure better than, “Good morning. This is Jane Jones with Office Pro Supplies. How are you today?”

PRACTICE Just as a skilled skater makes jumping, twirling, and other acrobatics look as effortless as breathing, smooth phone selling requires athlete-level discipline. What you say should roll off your tongue and sound natural. A perfect conversation starter will often sound stilted if it’s not practiced. Be prepared to work hard to sound unrehearsed.

Where do you find the time? How about the shower, during your commute (assuming you don’t take public transportation), or as part of scheduled role play? Role playing can be painful and unpleasant, but as the saying goes, no pain, no gain. As uncomfortable as they may be, these exercises are one of the fastest ways to learn.

PATIENCE

and your first two calls are a bust. What happened? Maybe you’ve just been unlucky. Not everyone is going to want to talk to you, and that’s their loss. If you have a good reason to call and you offer a product or service that might solve a prospect’s business problem, hold your head up and press on.

Keep dialing, improving, and learning from what works and what doesn’t, and do it with a smile and a good attitude.

Lack of patience will get you no place you want to be. Regularly practice and critique your performance and you will get better. If improvement is not happening fast enough for you, enlist someone you trust to listen in on your calls. His or her comments may sting.

Too bad. In the long run, you’ll be glad you got the help.

There’s no secret sauce in the recipe for better business-to-business calls, just elbow grease. With better preparation, practice, and patience everyone can improve their results one call at a time.

ABOUT THE AUTHOR: Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised. For more information, visit www. businesstrainingworks.com.

You follow the preparation and practice instructions to the letter,

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Wisconsin Biennial Budget Bill Gets Final Approval PIA Legislative Update – October 2017

By Jordan Lamb, DeWitt Ross & Stevens

After more than two months of delay, Governor Walker signed Assembly Bill 64, the 2017-19 biennial budget bill, on September 21, 2017 with 99 line-item vetoes.

Prior to review by the Governor, the Wisconsin State Assembly passed the budget with a 57-39 vote after almost 11 hours of debate and the rejection of all 19 amendments offered by Democratic Representatives. Five Republicans, Representatives Scott Allen, R-Waukesha, Janel Brandtjen, R-Menomonee Falls, Bob Gannon, R-West Bend, Adam Jarchow, RBalsam Lake, and Joe Sanfelippo, R-New Berlin, joined all of the Assembly Democrats in voting against the budget on the Assembly floor.

Final passage of the bill in State Senate was uncertain right up to the final vote, as Majority Leader Scott Fitzgerald, R-Juneau, tried to persuade three of his Senate colleagues, Senators Chris Kapenga (R-Delafield), Steve Nass (R-Whitewater) and Duey Stroebel (R-Saukville) to support the bill.

These three Senators eventually voted with all but one Republican Senator to pass the budget 19-14. No amendments were adopted. Senator Dave Craig (R-Big Bend) was the only Republican to join all Senate Democrats in voting against the bill.

Governor Scott Walker reportedly promised to use his veto pen immediately veto several provisions that were key to securing “yes” votes from Kapenga, Nass and Stroebel.

16

NOVEMBER 17

The Governor used his veto to immediately repeal the prevailing wage on state projects (which had been delayed in the legislature’s version of the bill) and to adjust K12 funding. According to the Governor’s veto press release, “The vetoes improve the general fund balance by $16.5 million in the current biennium and by an estimated $71 million in the 2019-21 biennium.”

Biennial Budget Issues Important to PIA Local Property Insurance Fund. PIA, other property & casualty organization and the Office of the Commissioner of Insurance all worked together two years ago to begin the wind-down of this state-sponsored insurance plan. Building on that 2015-17 budget bill initiative, the local property insurance fund has been further “wound down” by the 2017-19 Budget Bill.

Under the provision, no new policies will be accepted, which has created a strong incentive for insureds to transition to private carriers. The number of policies in this fund has been reduced from a high of 1,500 to the current 150 as the State of Wisconsin gradually gets out of the municipal insurance business.

Transportation Budget Funding. The PIA joined dozens of other pro-business groups, organized as the DRIVE Coalition, to promote the adoption of a long-term solution to road repair and construction. After intense debate

over transportation funding, the final transportation budget would rely on $402 million in borrowing and the DOT would be required to eliminate 200 jobs over the next two years. There would also be a new fee on hybrid vehicles ($75) and electric cars ($100) to generate additional transportation revenue over the biennium.

Phase-out of the Personal Property Tax. PIA participated as a part of the Coalition to Repeal Wisconsin’s Personal Property Tax in calling for an end of the personal property tax that is imposed on Wisconsin businesses.

This budget provides about $74 million towards personal property tax relief. Specifically, the budget creates an exemption for all machinery & equipment (Category 2 on the PPT Info Return) for non-manufacturing businesses beginning for in the 2018 tax year.

Self-funding of State Employees Health Insurance. Along with many others, the PIA opposed the initiative to allow self-funding of state employees’ health insurance. The proposal was rejected by the Joint Committee on Finance fairly early in the 2017-19 budget process and is NOT included in this budget bill.

Proof of Motor Vehicle Insurance – SUPPORT (AB 67 / SB 25): This bill changes the monetary penalties related to serial offenders who operate a motor vehicle without sufficient liability insurance. The PIA supports escalation of penalties for repeat violations.

College Savings Tax Credit – SUPPORT (AB 108 / SB 75): This legislation creates a nonrefundable corporate income and franchise tax credit for certain amounts that are contributed by an employer to an employee’s college savings account. PIA supports this policy to encourage the expanded securities marketing potential of this proposal.

Surplus Lines of Insurance – SUPPORT (AB 110 / SB 77): This legislation allows an insurance company that is domiciled in the State of Wisconsin to provide surplus lines of insurance in this state if the insurer meets certain requirements. The PIA supports the market expansion potential of this proposal.

Wisconsin State Legislative Session and PIA Advocacy Continues

Insurance Requirements for Rental Vehicles – OPPOSE (AB 207 / SB 156): This legislation would specify the circumstances under which a vehicle rental company is subject to the minimum liability insurance policy limits applicable to similar vehicles. The PIA opposes this coverage reducation mandate.

The Wisconsin State Legislature is “in session” until early spring 2018. As such, the PIA continues tracking and advocating on legislative items of interest including the following bills:

ABOUT THE AUTHOR: Jordan Lamb, DeWitt Ross & Stevens, Jordan is part of the dynamic PIAW lobbying team in Madison.

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M a r k eti n g an d S al e s S ales Pitches That D on’t S ell

By John Graham Sales pitches are short-cuts that save time and don’t require thinking.

They’re the stock-in-trade of salespeople, rolling off the tongue easily and unconsciously. They once worked well with customers, but not so much today. Here are some of them: “How can I help you?” This one gets top billing on the list, and deservedly so. It’s leftover from the last century, when customers needed assistance and relied on salespeople and marketers, as well as the iconic Sears catalog, to point them in the right direction, followed by the ubiquitous shopping mall. While the former is long gone, the latter is fast going dark.

When you think about it, “How can I help you?” is insulting, a turn off and a crutch, as if customers lack the ability to identify what they want and then to find it. A more adult approach would be, “Let’s talk about what you have in mind.” The role of salespeople and marketers is no longer that of a guide, directing customers to what they want to sell them. Those who make sales are coaches, who take the time to figure what’s in the customer’s best interest.

“We are the competition.” While it may work for Ferrari, this one is nothing more than a self-serving attempt to raise the “look no further” flag. A company that believes it’s out in front of the pack can back up the claim by comparing their product or service so customers can make that judgment for themselves.

There are no secrets today so attempts at obfuscation or pulling the wool over the customer’s eyes is self-defeating.

“I have just what you’re looking for.” This might be described as the “Presumptive Opening” or, more accurately, as the “This is what I’m going to sell you, so save time by getting your wallet out now” 18 NOVEMBER 17

strategy. Rather than attempting to engage customers, it’s more akin to browbeating than anything else. On top of that, it’s repulsive and demeaning to customers.

“We’ve been in business for 37 years.” There was a time when longevity made a compelling statement for customers, sending a message of stability and that somebody was doing something right.

Not now. In fact, it may be just the opposite in the customer’s mind, as companies merge, fail, and, more likely, fall behind.

Old is out. Today, customers flock to start-ups, the new, and the innovative, particularly if the CEO is 23, not 63.

“You’re going to love this.” Whether it’s a house, an engagement ring, or a refrigerator, telling customers what to think can mean trouble. It’s demeaning, particularly when a stranger, such as a salesperson, does it. And it can come back to bite you. Even though customers make a purchase, they can come to resent being told how they should think about what they buy—and then comes a cancelled order or a quick return. And no more sales.

“You’ll never do better than this price.” Sure, everyone in marketing and sales is justifiably concerned with price, more so every day. But that’s no excuse for arrogantly announcing to customers that they’re, in effect, stupid not to buy from you.

Such tactics may have worked in the past, but today’s customers don’t respond positively to such tactics. They want the evidence and they feel capable of their own research, even as they’re talking to a salesperson.

“Time is running out. Once they’re gone, they’re gone.” Yes, and

you might want to throw in “Order now. Only 11 in stock.” Scarcity gets attention, as psychologists tell us. We balk at losing something we already have for the possibility of greater gain. This can help explain the appeal of mutual funds vs. buying individual stocks.

Yet, we also don’t want to lose something we don’t have, particularly if it’s in scarce supply. It’s not surprising that such pitches as “Prices going up in 2 days” and “Only 3 left in stock” are irresistible, and, like magic, compel many customers to hit the “Buy now” button.

While there are takers, the more thoughtful and better-informed buyers say, “Thanks, but no thanks.”

“I can see you know what you like.” Customer want to be treated with respect, but today’s customers avoid manipulation by fake praise that’s designed to create a “bond” with the salesperson. Instead of dwelling on ways to get the sale, it’s far better to focus on listening thoughtfully to what a customer says and the questions they ask.

“I don’t know how long that’s going to be available.” An upscale retailer had a one-day furniture sale and the place was jumping.

Months later, there was a two-day sale event for customers. Much of the same merchandise was shown at the original “special price.”

Playing games with customers destroys buyer confidence and can have long-term negative consequences. No one wants to be played for a fool.

“Your friends will love it.” This one is used as the “persuader,” when selling everything from clothing to homes, cars, furniture and jewelry, and the like. It’s aimed at the unsure, the indecisive, the confused, and those who don’t trust their own judgment. It’s as if the customer’s friends got together to give their permission to say yes, a ridiculous idea.

“If you can get a better deal, take it.” This sounds as if a salesperson is daring the customer to find a better price. Not so. In reality, the purpose is to get the customer to back down, to give up and capitulate, and buy now. Today’s savvy customers don’t take the bait. Instead they take the advice, track down a better deal—and take it.

So, what? Thoughtful salespeople and marketers are aware of the words they use with customers. Do they send the right message? Are they helpful in closing more sales? Or, are they repeated endlessly without thought or meaning?

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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Protect the Reputation and Assets You’ve Worked Hard to Build: Choose the Right Agents’ Errors and Omissions Program!

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Invest a few minutes in the future security of your agency. Go to www.uticanational.com/eo to get started on an Easy Estimate, and then add and subtract coverages to get the

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Contact Heidi Hodel at PIA Wisconsin by phone at 608-274-8188 or via email at hhodel@piaw.org for more information.

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PEOPLE WHO EARNED THIS ALSO EARNED MORE

30,900 MORE OF THESE

PER YEAR.

If you’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 assets—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

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

NOVEMBER 17 21

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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

www.piaw.org

1-800-261-7429 22 NOVEMBER 17

More and more owners, managers, and producers are taking advantage of the solid education provided by the CISR designation program—and for good reason. The “S” in CISR could stand for “Sales” as well as “Service.” CISR courses are a perfect blend of foundational technical training and the skills producers need to create long-term relationships.

CISR courses are convenient one-day classroom courses—also available in self-paced online and in-house formats. The practical knowledge of risks, coverages, and exposures, complement the cross-selling and account-rounding skills taught in CISR courses.

CISR is a solution to satisfaction for your clients, the agency, companies, and you!

Contact PIA of Wisconsin today!

1-800-261-7429 • www.piaw.org

Open to Anyone!

These courses will strengthen your ability to have productive, assured interactions with your commercial customers in the area of commercial casualty exposures and coverages.

COMMERCIAL CASUALTY 1 7 WI CE Credits Course # 69334 • Essentials of Legal Liability • CGL Introduction

Course Instructor Todd Davis, CIC

• Commercial General Liability Coverage Parts • CGL Other Provisions • Additional Insureds

December 6 - Waukesha

COMMERCIAL CASUALTY II 7 WI CE Credits Course # 69338 • Business Auto Exposures and Coverages • Workers Compensation & Employers Liability Insurance Policy • Commercial Umbrella and Excess Liability Policies

December 7 - Madison CLASS SCHEDULE Instruction Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m.

4:15 p.m. – 5:15 p.m.

$170 Per Course Includes Lunch

Register at www.piaw.org or call 800-261-7429

NOVEMBER 17 23

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Certified Insurance Service Representative

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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. These three, one-day workshops teach practical "before", "during", and "after" 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, they 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!

The CPIA designation is maintained with a bi-annual attendance at one CPIA course or membership in the AIMS Society..

The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits. Utica approved.

While it is not required, it is recommended courses are taken in order.

CPIA 1 - Position for Success

CPIA 2 - Implement for 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.

WI CE Course # 65338

WI CE Course # 65340

CPIA 3 - Sustain Success WI CE Course # 65339

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, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

Course Schedule 8:30 – 4:00 Lunch on Your Own 12:00 – 12:45 Registration Fee per Seminar Includes:

Seminar Materials, CE Fees & Light Break Items

 PIAW Member $172.00  Non Member $207.00

Back by popular demand!

Steve Becher, CIC, CPIA Register at piaw.org

CPIA 1 – July 24, 2018

CPIA 2 – July 25, 2018

CPIA 3 – July 26, 2018

All courses conducted at West Bend Mutual Insurance Company in West Bend, Wis.

24 NOVEMBER 17

Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo and registration.

Several approved for Utica credit. Ethics is offered each month.

Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

November 2017 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Time Element for Commercial Risks 3 CE # 1011193

11/1

12-3p

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

Certificates and Additional Insureds: Navigating the Maze 3 CE # 1011192

11/2

12-3p

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

Flood Insurance – FEMA Approved 3 CE # 1011252

11/6

12-3p

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

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

11/9

8-11a

Karin Klaassen, CLU, LUTCF

Home Business vs Home Insurance 3 WI CE # 6000004680

11/9

12-3p

Nicole Broch, CC, CISR, PLCS

Leases & Contracts Versus the Insurance Policy 3 CE # 1010872

11/14

8-11a

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

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

11/14

12-3p

Chris Amrhein, AAI

Money in Retirement Accounts: Options, Problems & Opportunities 3 CE # 1012436

11/16

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

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

11/16

12-3p

Chris Amrhein, AAI

Regarding Ethics 3 Ethics CE # 1010868, Utica Approved

11/28

1-4p

Kevin Amrhein, CIC

Commercial Property Claims that Cause Problems 3 CE # 1012434

11/30

12-3p

Terry Tadlock, CIC, CPCU, CRIS

Register online at piaw.org or call 1-800-261-7429.Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org NOVEMBER 17 25

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New Topics! Each Approved for 3 WI CE Credits. Live. No Test. No Proctor.

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CRM Analysis of Risk November 14-17, 2017 Milwaukee, WI Conducted by PIA and The National Alliance Register directly with The National Alliance at www.thenationalalliance.com The Certified Risk Manager courses provide you with an in-depth knowledge about today's' high­est priorities identifying, analyzing, controlling, financing, and administering operational risks- as well as political risks, catastrophic loss exposures, third-party exposures, fiduciary exposures, employee injury exposures, juridical risks, legal risks, and more - whether insurable or not. The skills you learn will make you more proactive and valuable to your organization in discovering how risks can interrupt the flow of earnings and how to protect against it.

• • • •

Introduction to Analysis of Risk Qualitative Analysis: Tools, Forecasting Cash Discounting Concepts Risk Analysis Applications

Take all five CRM courses and pass all five CRM exams within five calendar years after you complete your first CRM exam. Each course is 2½ days of instruction, followed by an optional exam. Any eligible individual may attend classes without taking the examinations to receive 20 WI CE.

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

26 NOVEMBER 17

Please contact Heidi Hodel, CIC, CRIS, Member Benefits Coordinator hhodel@piaw.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program.

Each Approved for 20 Wisconsin CE Credits NEW! COMMERCIAL MULTILINE INSTITUTE

December 12-14, 2017 Radisson Paper Valley – Appleton, WI $102 PIA room rate through 11/14/17 920-733-8000 • • • • • • • •

BUSINESSOWNERS POLICY COMMERCIAL INLAND MARINE CONCEPTS & COVERAGES Robert Ford, CIC, CISR, CPIA, CLCS CRIME COVERAGE & ENDORSEMENTS John Dismukes, CIC, CPCU, AAI, AIS CYBER EXPOSURES & COVERAGES EMPLOYMENT PRACTICES LIABALITY INSURANCE EXCESS LIABILITY/COMMERCIAL UMBRELLA COVERAGES Jay Williams, CIC, CRM, AAI

PERSONAL LINES February 14-16, 2018 Crowne Plaza – Madison, WI 886-424-0835 $111 PIA room rate through 1/14/18

•

PERSONAL RESIDENTIAL COVERAGES Sidney Earl Aycock, CIC

• •

PERSONAL AUTOMOBILE COVERAGES RENTAL CAR COVERAGES Samuel Bennett, CIC, CPIA, AFIS, CRIS

• •

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

WI CE COURSE # 1011790 Day One: 8:00 – 5:15

WI CE COURSE # 69169

Day Two: 8:00 – 5:00

Day Three: 8:00–noon, Optional Exam 2:00 – 4:00

$405.00 December institute. $415.00 February institute Register at www.piaw.org or call 800-261-7429.

CIC RUBLE SEMINARS Exciting update options, they fill up quickly!

16 WI CE (*Includes 4 optional Ethics)

January 17 & 18 | Graduate Ruble | Crowne Plaza Airport – Milwaukee WI* May 16 & 17 | Graduate Ruble | Crowne Plaza – Madison WI* Visit www.piaw.org or call PIA at 1-800-261-7429

On-Line Insurance Pre-licensing Education

Exam FX

www.piaw.org

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training NOVEMBER 17 27

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Certified Insurance Counselor

A BUSINEE INCOME LESSON: The Two (2) “F’s” of Catastrophe Planning

By Terry Tadlock, CPCU, CIC, CRIS

I vividly remember one of my greatest fears in high school was bringing my report card home after finding out that my geometry grade was in fact an “F”. I recall opening my report card hoping against hope that somehow I escaped with a “D” knowing full well I had not even come close. For some strange reason my father didn’t think an “F” was a satisfactory grade. After many years have passed, I now have two children, one is a freshman in college, and the other is a sophomore in high school. I must admit that I have adopted my father’s attitude toward bad grades. The good news about my “F” in geometry was that I got to spend another 9 funfilled weeks taking geometry again. Unfortunately, in this article we will find out that our clients are not so fortunate. When they make an “F” in catastrophe planning it many times cost them their business.

Before we get to the nuts and bolts of this issue, I would like to make a couple of observations that we need to consider: 1. Every client knows they need a catastrophe plan – I have never discussed this issue with agents or our consulting clients and had them tell me they understand the issue and do not believe they need a plan in the event that a catastrophe hits.

28 NOVEMBER 17

Many have not thought about it, or have thought about it, but for a number of reasons have put it off.

2. Every business we insure is exposed to some extent – It never

ceases to amaze me that we live in a state surrounded on three (3) sides by warm water and we are surprised when a hurricane hits.

“Oh my God, a hurricane hit Florida.” Well, guess what, another one will hit someday. When hurricane Andrew struck Florida, every business in South Florida was impacted. But remember, a catastrophe does not have to be in the form of a hurricane, it could be a fire, or vandalism, or a number of other reasons.

3. Very few insureds know how to get started in developing a plan. Your clients are in business to make money. Very few spend quality time planning for what may never happen. They spend their time and energy in the development of the business, not protecting it. I have heard the term “Value Added” service thrown around a lot lately. My one conclusion is that very few of us have a clue what it means. For the purpose of this article, think of a “value added” as something you provide for your clients that your competition can’t or won’t provide.

Certainly a catastrophe plan has many uses to a business, and affects many areas of coverage, but I feel the most overlooked are is in the area of Business Income. This article will discuss how to use a catastrophe plan to assist us in writing and setting our business income coverage limit. Let’s discuss the first “F” (Failure).

FORMALIZED: Businesses need a written well thought out plan for dealing with catastrophe. So many times I have discussed these issues with clients only to be told that they have a good idea what they would do but they have not taken the time to write it down. I ask them if this concerns them, they usually respond to the affirmative. The tragedy of not having a written plan means that the day after the devastation strikes we must start making decisions. Do you really think any of our clients are in the right frame of mind to do this? Ask your clients this simple question. “If you were to arrive at work tomorrow to find the fire department putting out the ashes of what use to be your business location, what would you do? To compound this issue ask the same question in reference to a devastating hurricane. Make them answer the question. You may want to even offer some assistance such as; can you reopen at another location? If so, where? What about telephone and computer equipment? Is the new location properly wired? The list of questions can go on and on. The fact of the matter is they have no idea where they will go or what they will do.

A couple of years ago I received a call from a large company that wanted their insurance reviewed. This account was not written locally, but through an agency in Louisiana. They simply wanted me to review their coverage and be willing to attend a board meeting and answer any questions that may arise. I agreed and upon review I felt the agency that had written this coverage had done an exceptional job. I was only concerned about one major issue. The client had a small amount of Business Income coverage, but no Extra Expense coverage was written (Business Income without Extra Expense had been used). I asked the CFO of the company if they had a catastrophe plan; his response was that although they did not have it formalized (in writing) they felt they had a good idea what they would do. His plan was to contact other providers of their service locally and rent office space and contract out any service to these other providers that

they could not provide. I asked what seemed to be a simple question.

If your competition wanted to help you that would be great, but what if they saw this as an opportunity to put you out of business, or at the very least, capture some of your existing market share, could this happen? Needless to say he had never thought about this before.

He assumed that they could pay them and they would be happy to make the additional income. The issue may not be income, it may be leverage. I even called the agency that handled the account to see if the coverage was offered. Sure enough the Extra Expense coverage was offered and the insured decided against the coverage due to the price. Does any of this sound familiar?

There are some specific advantages to having your catastrophe plan formalized: 1. Your client will not be put in a position of having to make very difficult decisions at a very emotional time. Most clients are devastated after having a serious loss. This is not the time to be making these tough decisions. Your client can’t afford to make mistakes at this stage of the game.

2. It allows for careful thought and proper input from other members of the organization. Mistakes that are made in a spur of the moment decision can be avoided.

3. It allows for other risk management tools to be utilized. The though the CEO had of using the competition was not a bad idea.

A formalized reciprocal agreement that allowed assistance to either company in the event of a loss at a predetermined price is not a bad idea. I have seen this approach used in a group of milk dairies. They each agreed that in the event of a loss to any member of the group the other dairies would meet their contracts at a predetermined price per gallon.

4. It allows the organization to acquire the resources needed before the loss takes place. A good example of this is a power generator in the event of loss of power due to a hurricane. It could also be used to store raw goods or other materials at alternate locations.

Perhaps the biggest advantage to a formalized plan lies in answering the question we asked earlier. “If you were to arrive at work tomorrow to find the fire department putting out the ashes of what use to be your business location, what would you do? The answer we were looking for is: “I would go to my safe deposit box (or some other secure location) and pull out my catastrophe plan and begin implementing it step by step. By the way I have asked this question hundreds of times and I have never gotten that answer. On to the second “F” (failure) of catastrophe planning.

FUNDING: You may be thinking by now that all of this sounds like a good idea, but where do we get the money to pay for it? That’s an excellent question, one your client will ask by the way. There are a number of ways to fund a catastrophe plan, let’s look at a few: 1. Use the current resources of the business. If the business is in a good cash position (which most are not) this may be possible. But even if it is I don’t think it is a wise allocation of the funds. Most NOVEMBER 17 29

businesses want to use the additional revenues to expand or grow the company in some area. To use this money for funding of the catastrophe plan would prevent this possibility.

2. Borrow the money needed using the business or its resources as collateral. Most businesses have good credit and this may be a possibility. But keep in mind you have just had a loss. Depending on its severity there may be little or no revenue coming in. Is this the position we may find ourselves in if the loss is bad enough?

One other minor observation on this point. I have noticed that banks love to loan us money when all is going well and there is plenty of revenue coming in, but they hate us when we really need the money because revenues are restricted.

3. The business could start a sinking fund. A sinking fund is simply a savings account designated for a particular purpose. This may not be a bad idea, after all we all need to save a little for a rainy day, or so my dad always told me. The problem presented by the sinking fund is that if the loss occurs prior to enough money being saved to adequately pay all of the costs, we would have to revert back to one of the methods described above.

4. By now you are probably questioning if there are any good ways to fund a catastrophe plan. The answer is, yes. You simply formalize your catastrophe plan and price out the cost associated with funding it. You then use Extra Expense coverage to pay for the plan. This allows the use of discounted dollars (the cost of insurance) in the event a loss occurs. This can be accomplished with the Extra Expense Coverage Form or the Business Income (Including Extra Expense Coverage Form. I would suggest the later. The Extra Expense Coverage Form has limitations on how much money can be spent in a thirty (30) day period, where the Business Income Coverage Form has no limitations. If you have purchased enough insurance, you can use it any way you choose.

This is a win, win scenario.

Now that we understand the importance of not receiving an “F” in our planning for a catastrophe lets discuss some of the tools that may help you and where to find them. Simply pointing out a problem to our client without any possible solutions can not only leave them

Since 1878

frustrated, but also looking for a new agent. There are a lot of articles under the heading of “catastrophe” or “disaster” planning on the Internet. It may be worth your while to research some of these for additional information. Some other tools that I have found are as follows: 1. Business applications software. Look at your local software companies in the business section. Many will have software plans specifically, others will have them included in “business plan” software. Look at some of these to see which ones work better for you.

2. The small business administration has what I am told is a free publication called “Open for Business – A disaster planning tool kit for the small business owner.” I did receive a free copy by contacting them at The Small Business Association, 3rd Street SW, Washington, DC 20416. There phone and e-mail address are (202) 205-6734, www.sba.gov.

I hope this gives you some information where you can begin to learn more about catastrophe planning. As we learn more that information can be passed on to our clients. Keep in mind what we discussed at the beginning of this article, “Value Added” services are those things we do for our client that our competition can’t or won’t provide.

This represents an excellent opportunity for us to separate ourselves from our competition that in turn could lead to greater service and revenues.

Terry Tadlock is a favorite speaker in Wisconsin. He will present at the CIC Graduate Ruble Seminar in May, 2018 in Madison.

Ellington Mutual Insurance Company

Proudly providing all of Wisconsin with prompt, personal service.

PO Box 356 • Hortonville, WI 54944 920-779-4515 • 800-953-4515

www.ellingtonmutual.com

Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella 30 NOVEMBER 17

SNAP SHOT into a Top 100 Agency How we grew from 28 Producers to 95 Producers.

Q: What markets do you have?

Q: How does carrier contingency work?

A. As the largest independent agency in Wisconsin, RRA has strong carrier relationships. We offer over 45 CL, 20 PL and 45 EB carrier partners.

A. Producers can share in all contingencies. Because of our size, our contingent return is more predictable and stable to our Producers.

Q: Will I make more money?

Q: Do you have a solid perpetuation plan?

A. Yes, we offer one of the strongest returns to Producers. We pay all office costs including staff salaries.

A. Scaling back hours, retiring or planning for the unexpected should be a priority. We help connect Producers with similar interests and backgrounds to develop a buy/sell plan where they are comfortable.

Q: How can I maximize my time?

Q: What technology resources do you offer?

A. We handle staff management, HR, accounting, IT, rating, office management and other administrative details. This allows Producers to spend more time with their families or growing their book on their terms.

A. A dedicated IT department ensures technology resources are performing and the latest tools are being reviewed. We operate on Applied Epic and offer Zywave, AccuComp and HR Workplace Services.

Learn More: Gary Burton I gburton@robertsonryan.com I 800.258.0277 I RobertsonRyan.com NOVEMBER 17 31

32 NOVEMBER 17

NOVEMBER 17 33

Auto-Owners Insurance Named 2017 Company of the Year

by National Association of Professional Insurance Agents WASHINGTON – The National Association of Professional Insurance Agents (PIA) has named Auto-Owners Insurance Company as the recipient of its prestigious 2017 Company Award of Excellence. The presentation was made on September 15, 2017 at a gala ceremony held in conjunction with PIA’s Board of Directors meeting in Minneapolis, Minnesota.

“Auto-Owners is highly deserving of this, our association’s highest company honor,” said PIA National President Gary Blackwell, in presenting the award. “For independent agents, Auto-Owners is a true partner. Many of us have placed Auto-Owners Insurance high among the carriers we represent. There are many good reasons for this: Financial strength and stability. Excellent service. Superior products. Unparalleled quality. And ease of doing business.”

“Perhaps the most important reason we are so loyal to Auto-Owners, is that Auto-Owners is loyal to independent agents,” Blackwell said. “It’s a perfect match!”

The PIA National Company Award of Excellence honors a company for its commitment to PIA, to the American Agency System and to furthering the interests of professional insurance agents by creating a better business environment.

“We are honored and humbly accept this award on behalf of the associates of Auto-Owners that make such awards possible,” said Chairman & CEO Jeff Harrold, who along with Mary Pierce, senior vice president, marketing & sales, was on hand for the presentation.

“In our 101-year history, we have marketed exclusively through the independent agency system and see no reason to change. Like the PIA, whose focus is on enhancing the capabilities and skills of their members, we have found the better we serve our agents, the mutually stronger we become.”

Established in 1916 and headquartered in Lansing, Michigan, Auto-Owners Insurance Group is the 17th-largest property/casualty insurance group in the nation, based on written premium of over $6.3 billion. The company also ranks 398th on the Fortune 500 list.

Auto-Owners, which employs 4,900 associates in the 26 states in which it operates, is one of 12 insurance carrier groups in the U.S. to receive the highest rating possible, A++ Superior, by A.M. Best.

34 NOVEMBER 17

9th Annual PIAW Winter Get-Away Registration Fee Only $119.00 Education presented

by Todd Davis, CIC

Jan. 31 – Feb. 2, 2018 The Waters of Minocqua $59.99 Two Queens Includes Deluxe Continental Breakfast 715-358-4000

Fee Includes

Two Dinners, One Lunch 10 WI CE Credits & Prizes!

Wednesday, January 31 2:00 – 5:00

“Insurance for Cyber Liability Threats” (3 WI CE # 6000013198)

5:30

Get-Away Fun at Island City Lanes Appetizers/Buffet Dinner Free Beer, Wine & Soda to 7:30 Bowling/Music by Tuck Pence Shuttle to and from Hotel

Thursday, February 1 8:00 – noon

“The Art of Asking Questions”

12:00

Buffet Lunch at The Waters

1:30

Northwoods Pub Adventure Buses / Pub Stop Fun / Prizes / Pub Beverages On Your Own Bus options to return to hotel or directly to Chef Rene’s

6:45 – 7:45

Buffet Dinner at beautiful Chef Rene’s At Timber Ridge Buses provided to and from hotel. Cash bar.

(4 WI CE # 45652, Utica Approved)

Friday, February 2 9:00 – noon

“What’s My Line – The Boundaries of Ethics

(3 WI Ethics CE #6000004746, Utica Approved)

Visit piaw.org for details and registation.

NOVEMBER 17 35

“Good People to Know”

BECOME A BWO ASSOCIATE

proudly building relationships throughout Wisconsin Find out why many of our industry’s most reputable companies have partnered with BWO, an insurance group proudly serving all of Wisconsin. We are continually investing in our independent agents to better serve you and your clients, NO MATTER WHERE YOU ARE LOCATED. We recognize that our mutual success is based on how hard we are working for you – providing the tools, products and support to help you succeed.

BUDZISZ WRUCK OSBORNE

INSURANCE GROUP, LLC

Contact: Tom Budzisz at tom@bwoinsurance.com 414-768-8100 • 800-924-6155 • Fax: 414-768-8110 2111 E. Rawson Ave., Oak Creek, WI 53154-0065

www.bwoinsurance. com

agents enjoy...

• 100% ownership • Contingency participation • Generous commission • Comparative rater • Hawksoft management system • Agency perpetuation • No non-compete • No monthly membership fee • No joining fee

companies we represent...

AAA Wisconsin, Acuity, Allied Insurance, Austin Mutual Insurance, Auto-Owners Insurance, Badger Mutual, Dairyland Auto, Ellington Mutual, Foremost, General Casualty, GMIC, Hagerty, Hanover, The Hartford, Hastings Mutual, IMT, Integrity, Kemper Preferred, Met Life, Mt. Morris Mutual, Partners Mutual, Pekin, Philadephia Insurance Companies, Progressive, Safeco, Secura, Society, State Auto, Travelers, Victoria, West Bend Mutual

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(Continued from page 6- From the Boardroom)

ers flood insurance through the Hartford, a WYO company.

If you need a flood carrier, PIA suggests The Hartford. As weather patterns continue to change, we need to make sure that our clients are aware of the risk. Give them the option and explain to them the coverage and pricing. If they are not interested, have them sign off on flood insurance rejecting the coverage so that at claim time you will be protected.

For more information on the National Flood Insurance Program or flood insurance offerings through PIA and The Hartford, check out PIA National’s website at www.pianet.com.

(Continued from page 9 - Administrative Actions)

to withdraw its application for an insurance license, and agreed not to reapply for Wisconsin licensure for a minimum period of three years. These actions were taken based on allegations of having administrative actions taken by the states of Ohio, Indiana, Alabama, New Hampshire, and other state and regulatory agencies, as well as failing to disclose FINRA actions on a licensing application.

CLASSIFIED ADS Business Manager Classified ad # 650 Large southeastern Wisconsin agency is currently looking for a Business Manager. Ideal candidate should possess the following: ability to see opportunity, great sense of humor, entrepreneurial spirit and yes, possess excellent analytic skills. You will be responsible for ensuring the efficiency of business operations as well as assisting agency ownership in setting strategic goals for the future. Excellent opportunity for the right individual and get ready to set your own course!

Contact Mandy at mpenn@piaw.org to learn more about this blind ad.

PLACE YOUR CAREER OPENING HERE Contact Mandy at: mpenn@piaw.org

~THE GOOD STUFF~

Wisconsin STRONG Since 1931 Partners Mutual Insurance Company has built lasting relationships with independent agents across the state. We are committed to the independent agency system as the only means to deliver our products and work hand-in-hand to help our agencies grow profitably.

For information about becoming a Partners Mutual Insurance Agent please contact Brian Martin at 262.432.3439; Martin.Brian@PartnersMutual.com; Mike Ottman at 262.432.3418; Ottman.Michael@PartnersMutual.com; or Charles Becker at Becker.Charles@PartnersMutual.com or 262.432.3484.

It’s the age of the customer—or is it?

We say the words as if we truly believe them. Even if we do, that’s not enough. Do we act on them? It appears that not as much as we would like to think. “Despite their best intentions, most companies and executive teams spend most of their time looking inward,” Christine Barton of the Boston Consulting group told MarketingDaily.

According to BCG report, only 20% of the companies studied are at a place where consumer insights are used to “guide business decisions, or as a source of competitive advantage.” Even though that’s up from 10% as reported in the original 2009 study, looking inward is still the norm.

To illustrate the disconnect, a 13-country study of 400 business leaders indicates that 79% rate themselves as good or excellent in improving customer satisfaction. It worth noting that not one of the CEOs in financial services or retail rated themselves as poor.

Takeaway: This is the age of the customer, only those who take the customer seriously will thrive. On one end, it may well be Amazon and on the other the local merchant. What about the great in between?

[Source: GrahamComm] NOVEMBER 17 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS Ms. Jodi Cordes, CIC, CRM, CPIA President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com Mr. Matt Cranney, CIC, CRM Vice President M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com

Mr. Sean M. Paterson, CIC Treasurer Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com Ms. Julie Ulset, CPIA Secretary Grams Insurance Agency LLC 103 W Fulton St. Edgerton, WI 53534 Phone 608-884-3304 Fax 608-884-9616 julset@gramsinsurance.com

DIRECTORS Mr. Thomas Budzisz, CPIA BWO Insurance Group, LLC 2111 E Rawson Ave. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E 2nd St. Merrill, WI Phone 715-536-9576 Fax 715-539-3349 jeremy.cordova@cordovaagency.com Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220 Phone 920-370-4283 Fax 920-682-7799 Sandy.Hardrath@Ansay.com Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr Ste 105 Germantown, WI Phone 262-293-9144 Fax 262-293-9254 michael@keenersolutions.com Mr. John W. Klinzing, CIC, CPIA Affiliated Ins. Agencies of WI, LLC 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924

STAFF

Fax 608-441-8787 johnk@affiliatedllc.com

PIA of Wisconsin, Inc. 6401 Odana Road Madison WI 53719 Phone: 608-274-8188 Toll Free: 800-261-7429 Fax: 608-274-8195 Toll Free Fax: 866-203-7461 www.piaw.org

Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 Phone 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com

Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org

Mr. Brian MacGillis, CPIA MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004 brian@macgillisinsurance.com

Heather Falk, CISR Bookkeeping hfalk@piaw.org Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@piaw.org

Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave Plymouth, WI 53073 Phone 920-893-3252 Fax 920-893-3250 mitchtarras@charter.net

Mandy Penn Executive Assistant mpenn@piaw.org Becca Prestbroten Administrative Assistant bprestbroten@piaw.org

Dan Wolfgram AINS, CPIA R & R Insurance Services, Inc. 1581 E. Racine Ave. Waukesha, WI 53186 Phone 262-574-7000 Fax 262-574-7080 dan.wolfgram@rrins.com

Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

Coming Events NOVEMBER 2017 14-17

CRM Analysis of Risk Milwaukee, WI (20 WI CE)

DECEMBER 2017 6

CISR Commercial Casualty 1 Waukesha, WI (7 WI CE)

7

CISR Commercial Casualty 2 Madison, WI (7 WI CE)

12-14

NEW! Commercial Multi Line Institute Appleton, WI

38 NOVEMBER 17

JANUARY 2018 16

CISR Personal Lines Miscellaneous Milwaukee, WI (7 WI CE)

17-18

Ruble Graduate Seminar Milwaukee, WI (16 WI CE, 4 of 16 are optional Ethics)

FEBRUARY 2018 7

CISR Personal Residential Appleton, WI (7 WI CE)

8

CISR Personal Residential Waukesha, WI (7 WI CE)

14-16

CIC Personal Lines Madison WI (20 WI CE)

EMC does more than handle claims, we score them.

Information gathered from adjusters and customers provides us with metrics to continually enhance the quality and promptness of EMC’s claims handling. It’s just one of the many reasons policyholders Count on EMC ®.

BECKIE JANUSZEWSKI, AIC Claims Specialist EMC Milwaukee Branch

SCORING CLAIMS

FOR BETTER SERVICE. MILWAUKEE BRANCH OFFICE Phone: 855-495-1800 | milwaukee@emcins.com

www.emcins.com ©Copyright Employers Mutual Casualty Company 2017. All rights reserved.

6401 Odana Road Madison, WI 53719 Change Service Requested

Professional Insurance Agents of Wisconsin, Inc. 6401 Odana Road • Madison, WI 53719 (608) 274-8188 • (800) 261-PIAW • FAX (608) 274-8195 • TOLL FREE FAX: (866) 203-7461 www.piaw.org

MEMBERSHIP APPLICATION Agency Name________________________________________________________________________________________________________________ Street Address________________________________________________ PO Box_______________________________________________________ City, State, Zip_________________________________________________ County_______________________________________________________ Phone_______________________________________________________ FAX__________________________________________________________ E-mail Address________________________________________________ Website Address________________________________________________

Primary Contact Information:

The Primary Contact will receive a copy of the Wisconsin Professional Agent magazine and all mailings from PIA State and National. The Primary Contact has voting rights at PIA national meetings. Primary Contact and all agency staff have voting rights at PIA of Wisconsin meetings.

Name & Designation

DOB

Gender

Employment Status

o Male o Licensed Owner o Female o Licensed Producer

Part-time

Magazine

Nat’l Voting

Privilege

INCL INCL

o

Agency Information: Agency Type:

o Sole Owner

Top 3 P&C Companies (list in order)

o Partnership

o Corporation

Other Association affiliated with_______________________________

1)__________________________ 2)__________________________ 3)____________________________

Which Agency Management System are you using________________________ E&O Carrier_________________________________________ Exp. Date______________ Annual P&C Prem. Vol.________________________________

Calculate Membership Amount Due:

Part-time employees count as one-half. If count ends in half, drop half. # Owners_________+ # Producers_________+ # Licensed staff_________+ # Unlicensed staff_________= Total Agency Size_____________________ DUES SCHEDULE

Total Agency Size $Amount Total Agency Size $ Amount 1 385 16 1025 2 430 17 1070 3 475 18 1110 4 520 19 1155 5 565 20 1185 6 605 21 1230 7 655 22 1270 8 695 23 1320 9 735 24 1360 10 775 25 1405 11 820 26 1445 12 865 27 1490 13 900 28 1530 14 940 29 1575

15 985 30 & Over 1610 I certify that the information on this application is true and correct.

Signed_________________________________ Dated_______________________

Total Amount from Dues Schedule $__________________ Send:

o Check

o MC

o VISA

o DIS

o AMEX

Card No.__________________________________________________________ Exp. Date__________________________________________________________ Name as it appears on card:___________________________________________________ Billing address if different from above: __________________________________________________________________ __________________________________________________________________ Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provisions of the Internal Revenue Code as a business expense.