May 2017 Wisconsin Professional Agent by Professional Insurance Agents of Wisconsin

professional agent may 2017

Whatâ&#x20AC;&#x2122;s Inside? Rules of Most...................... 10 Successful Agents Why Prospecting Fails...... 14 Building Great Leaders..... 16 Employee Lawsuits............ 18 The Traps of Decision....... 34 Making Education Section.............. 22 Classifieds........................... 32 Federal Legislative............. 35 Summit Photos Balance Sales &................ 36 Customer Service

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From the

President Brian MacGillis, CPIA — President, PIA of Wisconsin

FEDERAL LEGISLATIVE SUMMIT Your PIAW Board of Directors had the opportunity to travel to Washington DC during the first week of April to work on your behalf. We met at the DC offices of the Wisconsin delegation: Rep’s Ryan, Moore, Sensenbrenner, Kind, Pocan, Gallagher, Grothman, Duffy and Senator’s Baldwin and Johnson. We had a number of important topics to discuss to ensure that the independent agency system remains the most efficient and effective way to deliver insurance products. Among other things, we discussed the following insurance related topics:

National Flood Insurance Program • There is rumor and talk in Washington that the reimbursement rate to ‘write your own’ companies that participate in the Flood Insurance Program may be reduced. This has a direct impact on the commissions that are and would be paid to independent agents for the sale of Flood Insurance. • We had the opportunity to explain to each office the importance of agents delivering the program and the fallout of lowering the reimbursement rate to those companies that deliver the National Flood Insurance Program (NFIP) to local homeowners, farmers, and businesses. • We expressed that this is not a statement of ‘greed’, but one of fact. If the agent commission for selling flood insurance drops to the point that it costs the agent money to sell the product, the goal of getting more people into the program to offset the debt will not be achieved. • PIA supports the re-authorization of the NFIP. The goal is to have a long term solution that gradually charges the appropriate amount of premium based on the specific risk over a period of time.

Tax Reform • We urged our congressional representatives to include relief

for our small business owners that pay their business tax through their individual tax returns (i.e. SCorp, Sole Proprietor, etc). • The House Ways and Means Committee will most likely begin this tax reform work in the next few weeks and we are hopeful to see tax relief for our members. • Our members are directly impacted by the Capital Gains tax and the Alternative Minimum tax and those specific taxes were discussed in all of our meetings.

Insurance Regulation • PIA is supportive of the effort to repeal the Federal Insurance Office. The state based regulation system has worked and continues to be the best way for our industry to be regulated. • The commissioner’s offices in each respective state had a good grasp of the insurance climate and law of their individual state. • We expect to see legislation to this effect come out this spring. Lastly, PIA supports the increased role of the independent agent in any healthcare reform package, and the importance of our role in selling Crop Insurance. One, if not more, of the items above directly impact the way you run your office. Know that PIA is working for you. We all cannot spare the time to individually go out to Washington and express our thoughts and concerns with our members of Congress, but your membership in PIA allows you to have a voice in DC while being able to run your day to day operations. PIA National under the leadership of Mike Becker, knows that this is one of the largest member benefits offered – and is daily working with members from every state to ensure our independent agent system remains strong. Thank you for your membership and support of PIA.

GERMANTOWN MUTUAL INSURANCE COMPANY W209 N11845 Insurance Place PO Box 1020 Germantown, WI 53022-8220 Phone (262) 251-6680 Fax (262) 623-3130 www.gmic.com

SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854 MAY 17 3

Memos from

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

PET INSURANCE PROTECTING LITTLE FLUFFY with pet insurance is becoming big business. Although pet insurance has been available in other parts of the world for nearly a century, it was not offered in North America until 1982 when Nationwide Mutual sold a policy covering one of the collies who appeared on TV as Lassie. Those early policies were generally very limited and had so many clauses and loopholes that the product became infamous for rejecting claims. Pet insurance has now evolved due to advances in veterinary medicine, public image and reliability of the product. The North American Pet Health Insurance Association (yup, there is an association for everything!) reports that approximately 1.6 million pets are now covered by insurance and the growth rate over the last two years has been 12 percent, making it one of the fastest growing insurance segments.

insured, courts have determined that agents sell to the insured the coverage requested and have no obligation to force, or even advise, the insured about the limits that should be carried by the insured. The agent is only obligated to provide the insurance coverages ordered , even to long time customers, unless the agent has established a “special relationship” with the insured. Some of the ways that agents establish a “special relationship” could be promoting yourself as an expert, offering limit suggestions in the past, promising ongoing reviews and clients that have a relationship with you outside of insurance. As you can see, while the courts have determined that agents don’t normally owe a duty to an insured to advise limits, most agents regularly provide many of the services that would constitute a “special relationship”

Pet owners have several reasons to consider insurance. Pets are living longer because of advances in veterinary medicine and older pets are more likely to develop health problems. The cost of treatment has risen dramatically and pet owners now spend an average of $235 for routine visits and $551 for surgical procedures for dogs and $196 and $368 respectively for cats.

So, unless you are just an order taker, it is highly likely that you owe a duty to your insureds to talk to them about higher limits. Elevate yourself to be a true advisor…and make more money in the process. Show that you are a Professional Insurance Agent.

So Fido and Fluffy can be assured that soon they will be able to stretch out in a comfy pet retirement center and we can sell long term care policies to cover the cost.

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AGENT RESPONSIBILITY to advise insureds about increasing policy limits has been debated throughout the years. Because insurance is a contract between the insurer and the person

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From the

Boardroom Matt Cranney, CIC, CRM, Treasurer of PIA of Wisconsin

"ESSENTIALLY" THE FEDERAL LEGISLATIVE SUMMIT As I write this article I’m currently on a plane at 30,000ft headed to the annual PIA Federal Legislative Summit (FLS) in Washington, DC. This will be my second FLS after attending the event for the first time last year. I remember thinking as last year’s event unfolded, what a unique time it was to be in Washington, DC. Our nation’s capitol was in the throes of a Presidential campaign and the energy, hustle and bustle of the Senators, and members of Congress’ offices we visited to discuss issues that affect our industry, was extremely high. I wondered then if when I returned in 2017 things would be calmer. While I don’t know exactly what lies ahead in the next few days of this year’s FLS, I do know that the last word on anyone’s minds in DC will be calm. Before I started to write this article, I spent a good portion of this flight finishing up a book I’ve been reading called ‘Essentialism’ by Greg McKeown. The premise of this book really spoke to me: the disciplined pursuit of less. I don’t know how it is for you in your agency or insurance company, but I think I can speak for us all when I say todays social media driven, everything in an instant world, can make us feel that there is too much to do with too little time to do it. The author agrees that more often than not, we allow ourselves to try and be all things to all people. We try to fit everything in. We say yes without thinking and are unsure whether or not we are working on the right things. The end result of all of this leaves us feeling overwhelmed and exhausted. The author offers a different thought. What if we focused on less, but better? What if we paused to discern what really matters? What if we chose more carefully what we do, in order to do great work? This, he argues, is the way of the essentialist and it’s both absolutely achievable and incredibly hard to do. I feel that tension. I know in my head that I am the one who is responsible for my schedule, calendar and to do list, and so I have the power to change it. Yet, my heart tells me that I can do it all, and I need to say yes to all requests to stay ahead of the competition. The challenge of the book is a critical one, to face this tension head on and pursue a more focused, intentional, articulate approach to our lives and careers. My challenge to you is how will could you leverage the essentialist way in your life, career and business? Where could you do the hard work of less but better? 6 MAY 17

Where would a more thoughtful approach to our ‘to do’ lists put us? Where would your clients appreciate a more focused approach to their questions or overall insurance program? So aside from a challenge to better approach how we respond to the busyness of our lives, what’s the connection between the turbulence in DC, the PIA, the FLS and Essentialism? One of the main reasons I am proud to serve the PIA, is that both the national and state organizations do an excellent job of choosing the essentialist way in serving our members. The FLS is an amazing example of that. Over the next two days the team from WI, and teams from many other member states, will arrive in DC to lobby our elected officials on your, and our industry’s behalf. We will go to Capitol Hill and spend time in all WI Congressional offices: all eight members of the House of Representatives and both members of the Senate. In the middle of this political climate it would be easy for us to spend time on issues from A to Z, to use our time on the Hill inefficiently and to try and fit everything in. Instead, we will focus on the issues that are most essential to you; our members: flood insurance, tax reform, crop insurance, state regulation of insurance and healthcare reform. We will be prepared. We will be focused on our talking points. We will leave each elected official we meet with detailed resources on each issue. We will be clear on what our members want to happen. We will be the focused, clear, concise and passionate organization that we know serves you best. While no approach is a guarantee of success, we believe that this essentialist way is the best, and most productive way to honor your support and membership in the PIA. I look forward to sharing with you all in the future the outcome of our time in DC, and the results gained, and the impact made, by being essentialist. I truly hope that it makes a difference to our approach while we are here in DC, but even more so, that it would help leave an impression on our elected officials and their staff, that the PIA and our members, are an important voice for them to listen to, and be considerate of long after the FLS is over. In the meantime, I hope you will personally embrace the challenge of the essentialist way in your lives and businesses, and I thank you again for the opportunity to serve you on your PIA Board.

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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 toll-free telephone number: 1-800-236-8517.

Allegations

and

Actions Against Agents

Matthew C. Anderson, 1621 N. Morrison St., Appleton, WI 54911, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jeffrey T. Batzler, 606 Meadowview Ct., Mukwonago, WI 53149, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Joanne Bunge, 103 Parkview Cir., Apt. 11, Columbus, WI 53925, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Daniel J. Burke, 312 N. Myers St., Ste. Q224, Charlotte, NC 28202, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Arthur J. Case, 2235A E. Fernwood Ave., Milwaukee, WI 53207, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Iyeshea Cohen, 3127 N. 37th St., Milwaukee, WI 53216, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Barbara J. Cushman, 2158 Allen Blvd., Apt. 4, Middleton, WI 53562, had her application for an insurance license denied. This action was taken based on allegations of fraud, misrepresentation, or misappropriation regarding unemployment benefits and having unpaid civil money judgments. Jeffrey R. Dobrunz, 229 E. Roeland Ave., Appleton, WI 54915, 8 MAY 17

had his application for an insurance license denied. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, having unpaid tax warrants and civil money judgments, and failing to respond promptly to requests from OCI. John P. Drill, 9 Menomonie Ct., Madison, WI 53704, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jeffrey K. Eisenshtadt, Title Source, Inc., 662 Woodward Ave., Fl. 9, Detroit, MI 48226, agreed to pay a forfeiture of $500.00 and agreed to provide OCI with his correct mailing address. This action was taken based on allegations of failing to respond promptly to inquiries from OCI. Adrienne D. Fitzgerald, 19967 Greydale Ave., Detroit, MI 48219, 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 Tennessee on a licensing application. Adam M. Foldes, Morgan Stanley Smith Barney, 595 S. Federal Hwy., Ste. 400, Boca Raton, FL 33432, 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. Peggy A. Goeltz, 712 E. 17th St., Marshfield, WI 54449, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Joshua Harris, 1118 W. 9th Ave., Oshkosh, WI 54902, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application, providing material misrepresentations on a licensing application and to OCI, and failing to respond promptly to inquiries from OCI. Sheila A. Hawkinson, 609 Monroe St., Beaver Dam, WI 53916, 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. Jeffrey P. Hoff, 225 N. Benton Dr., Ste. 214, Sauk Rapids, MN 56379, agreed to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely notify OCI of an administrative action taken by the state of Minnesota and failing to disclose the action on a licensing renewal application. Lisa L. Jacobson, 1917 S. 71st St., West Allis, WI 53219, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Victor L. Janicki, 8712 W. Morgan Ave., Milwaukee, WI 53228, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Michael D. Killimett, 5474 Highland Preserve Dr., Mableton, GA 30126, 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 Georgia on a licensing application. Tammy J. Klein, 13724 Mueller Pkwy., Sherrill, IA 52073, 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.

Allegations

and

Todd R. LaDuke, 624 Highland Ave., Mondovi, WI 54755, agreed to permanently surrender his Wisconsin insurance license. This action was taken based on allegations of forging customer signatures on insurance applications. Philip R. Mercado Jr., 1250 River Rock Dr., Missouri City, TX 77489, 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, failing to disclose an administrative action taken by the state of Texas on a licensing application, having a restricted resident state insurance license, and failing to provide Federal 1033 waiver approval. Nicholas S. Noe, 3011 33rd St. S., Apt. 5, La Crosse, WI 54601, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose a criminal conviction and outstanding tax warrants on a licensing application, owing delinquent child support, and providing incorrect, misleading, incomplete and materially untrue information on a licensing application. Scott E. Ohlsen, 1484 N. Weldon Pl., Eagle, ID 83616, 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 Idaho on a licensing application. Cesar Rodriguez, 104 N. Braintree Dr., Schaumburg, IL 60194, had his application for an insurance license denied. This action was taken based on allegations of having regulatory actions taken by FINRA and failing to disclose all administrative actions on a licensing application. Bo A. Vande Yacht, N239 County Rd. GG, Kaukauna, WI 54130, 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.

Actions Against Companies

Buckeyebranch, Inc., P.O. Box 806, Olean, NY 14760, had its insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Sometimes when a man with money meets a man with experience, the man with experience ends up with the money and the man with the money ends up with experience.

MAY 17 9

The Top Rules

of the

Most Successful Agents

by John Chapin

What follows is a list of most important rules followed by the top 1% of agents. Burn these into your brain by reading them every morning when you first wake up and right before you go to bed for the next 30 days. After that read them once a week. Rule 1: My most important result is to produce. Rule 2: My most important activity is to talk to as many potential prospects as possible. This is my main focus every day and I don’t let anything distract me from this most important task.

Rule 3: I am in the people business first and foremost. I build solid, long-term relationships.

Rule 4: I am a team player and play well with others. Rule 5: I have a great attitude, am self-disciplined, and am the hardest worker in the workplace.

Rule 6: I show up early, leave late, and work nights and weekends.

Rule 7: I persevere and persist. I refuse to quit until I win. Rule 8: I am thick-skinned and don’t take things personally. Rule 9: I always smile no matter what gets thrown at me. Rule 10: I am extremely responsive and answer client/prospect communications as quickly as possible. I also answer calls and e-mails at night and on the weekends.

Rule 11: I am self-motivated. I know WHY I do what I do. I am also self-disciplined so that when motivation wanes, I still do what I need to do even though I may not feel like it.

Rule 12: I push myself harder than anyone else can possibly push me.

Rule 13: I am always learning and getting better professionally and personally. I read books, listen to CDs, watch DVDs and videos, follow industry publications, go to workshops and seminars, and invest in learning.

Rule 14: I take 100% responsibility for my failure and success. I am my greatest enemy or ally. The only one in my way is me.

Rule 15: I understand there are no excueses. Someone has had it worse and overcame it. 10 MAY 17

Rule 16: I face my fears and push out of my comfort zone. I make the tough calls and do something that scares me every day.

Rule 17: I know my numbers and my daily activity. I know what I have to do every day to hit my weekly, monthly, and annual goals.

Rule 18: I listen 70 to 80% of the time. When I do talk it is usually to ask good questions.

Rule 19: I am great at finding problems and never propose a solution until I know the problem(s).

Rule 20: I always do what’s best for the client and put their needs first.

Rule 21: I realize that the first sale is to myself. I believe my company and my product are the best.

Rule 22: I dress well and am neatly groomed. I realize that a good handshake, polished shoes, speaking professionally and intelligently, and having a clean, crisp image are essential.

Rule 23: I understand that my quality of life comes down to who I associate with and what I put in my brain. I put positive thoughts and ideas in my head and only hang out with positive people. I stay away from negatives and negative people. I also only listen to top salespeople and business people.

Rule 24: I jump right to the next call after I make a sale and don’t take a break because I know there is power in momentum.

Rule 25: I am scripted and know exactly what to say in each and every prospect and client situation.

Rule 26: I am over prepared for any and all sales situations. Rule 27: I role play and practice constantly with others and myself. Rule 28: I make one more call and do one more thing before knocking off for the day.

Rule 29: I delegate as many non-sales tasks as I can.

Rule 30: I time block my schedule and do my best to only

to do whatever amount of work is necessary to make my dreams come true.

work on one thing at a time.

Rule 31: I outwork, out-relationship, and out-sell the competition. I am more committed. I take better care of our clients than the competition because I care more.

Rule 32: I do what I say I’ll do when I say I’ll do it and I always go above and beyond and do more than the client expects.

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. John has over 29 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

Rule 33: I do my job and hold myself accountable to the highest professional and ethical standards. I am a person of integrity and character. I am always professional, respectful, and honest.

Rule 34: I focus on agreeing with people as much as possible.

John Chapin will present “Supercharge Your Attitude and Your Insurance Sales”

Rule 35: I know I will have difficult days but refuse to complain or quit.

at PIA’s 68th Annual Convention, August

Rule 36: I understand that most worthwhile undertakings

2-4, 2017 at Potawatomi Hotel & Casino in

usually take far more effort than estimated. I am prepared

Milwaukee.

MAY 17 11

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If you aren't happy with what you've got now, what makes you think you'll be happier with more? 12 MAY 17

Why Prospecting — And What to do About It

Fails

Engaging prospects so they want to find you.

by John Graham

Prospecting is arguably the #1 hot topic in sales. In spite of all the seminars, podcasts, training programs, books, and pressure from managers, most salespeople are prospecting excuse experts. Even when cajoled, pushed, and incentivized, salespeople have a tough time getting their prospecting engine to run on one cylinder—at most. Why is there so much resistance to getting out and finding new customers? Why do people who enjoy selling find it so difficult to sell themselves to prospects? The answer may be that selling and prospecting require two different skill sets. Even those who are good at closing sales never have enough leads. They balk at prospecting. This may seem strange, but it isn’t. Think about it. Ask salespeople what they want most and most will say, “Referrals.” If that’s true, then why do so few ask for them? Here’s the point: salespeople are most confident when the path is prepared for them, whether it’s a referral or some other qualified lead. This tells us that instead of spending time trying to find prospects, it’s much more productive if prospects find the salesperson. Now, keep on going: you must make the impression before you give your presentation. In other words, prospects must have a positive picture of you before a meeting takes place. While many salespeople may consider this counter-intuitive or even nonsense, it makes sense to customers. They want to know, trust and feel comfortable with a salesperson before they buy. It’s easy to understand why some of those in sales say that getting customers to find them sounds like a lot of work. And they’re right, it is. But wait a minute. Spending time trying to find prospects and getting negligible results is also a lot of work—wasted work. Even if you get in front of a few, the chances are that the timing is wrong, they’re not interested, or “something came up.” If a prospect doesn’t know the salesperson, it’s so easy to say “no thanks.” To illustrate the point, three emails arrived while writing this article. Two asked for an appointment, and the other was a follow up to a previous request for a meeting. No one has time to meet with someone they don’t know. That’s not all. It doesn’t make sense for a salesperson to use 14 MAY 17

valuable time being turned down—and probably for the wrong reasons. It's easy to blow it, so don't make the deadly mistake of asking for an appointment or, if that doesn’t work, the name of someone they may know that you can contact. If you do, you’re just another salesperson looking for a quick hit. This is how good prospects are lost. So, why not take a different approach—one that’s more consistent with how prospects think and what they expect from salespeople. It’s Pull Prospecting, making it possible for them to find you. Here’s how to go about it: First, get your head straight. In one sentence, describe why someone should do business with you. Why it’s in their best interest to spend their money with you, and why should they trust you? Now, read it out loud—slowly. Are you satisfied with it? Would you do business with someone who said the same thing? This isn’t about an “elevator speech," and it’s not about what you sell. It’s what you do for your customers that keeps them coming back. It’s what sets you apart from the competition. Or, are you just another salesperson? Second, develop a mind-set for creating customers. What do you want to accomplish? Find someone who will listen to your spiel? Get through the door? Sell something? If that’s what you want, then you’re in trouble; selling isn’t about the salesperson, it’s about the customer. Here’s what happens. No matter how genuine you may be or how much you try to avoid sounding like a "salesperson," prospects see you differently. What they hear is not what you’re saying. They sense you want to sell them something, and they get their guard up.

•

Focus on what prospects want and need, not what you want

•

Demonstrate your competence by sharing your knowledge

•

Cultivate prospects by staying in touch with them regularly

•

Maximize your visibility by seeking presentation opportunities, authoring blogs, and acquiring testimonials

do the work of wooing them. It’s also where salespeople come

•

Never stop building your prospect database

to life and where they’re understood and valued.

•

Communicate regularly by email, LinkedIn, and Facebook

What's the picture prospects have of you? Is it fuzzy, con-

Prospecting is all about creating customers—those who want to do business with you. No matter who you are or where you work, constant prospecting is your future in sales. More than anything else, it’s what makes you valuable.

Takeaway: your primary job as a salesperson is to create customers who know, understand, and trust you, so they want to buy from you. Third, get inside your prospects’ heads. It's a salesperson’s workspace, figuring out what prospects want, what they worry about, and the challenges they face. This is where you

fused or negative or even neutral? Or is it positive and compelling? If it isn't—if there’s nothing special about you— you’re just another salesperson trying to get an order. Prospecting isn't about getting through the door; it's about shaping the way prospects think of you, so they will want to do business with you. It's all about pulling them into your orbit. You can use these six Prospecting Principles to bring them closer to you:

Since 1878

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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MAY 17 15

The 12 Factors that Build

Phenomenal Leaders

by Dr. Kevin Coughlin

When you think of leadership you are actually thinking about influence. At its core, leadership is really about the influences on the people around you, and the ability to move them in certain direction to obtain certain goals or objectives. When looking for leadership in your business or organization—perhaps in yourself—there are several factors that are part of all great leaders. Consider the following 12 factors to improve your leadership skills or help you identify those individuals in your organization that can take over leadership positions. 1. Motivation Motivation is a huge key to any successful enterprise. Remember what motivates one person may not motivate another. True leaders can quickly identify motivating factors in an individual, in order to move them or influence them in a certain direction. Some of the strongest motivators include money, fear, time and power. In most cases individuals will be motivated by several factors, however one factor will prove to be the dominant one. When you find out what it is and how to use it your ability to influence will be greatly improved.

2. Tolerance Tolerance is really the ability to respect others views, without selling yourself out. It is of utmost importance to understand where the people or organization are coming from and to realize that they may not understand your position. In order to accomplish this you must be an excellent communicator.

3. Trust Trust is necessary to create the right environment. Consider the three sides of a triangle—or the BLT, which stands for Believe, Like, and Trust. Your goal is always to attempt to have individuals and businesses Believe, Like and Trust you and your organization. When you accomplish this you are well on your way to professional and personal success.

4. Purpose Purpose is your mission—the driving forces behind your business. You should clearly know and understand your purpose and the purpose of the individuals around you. In some cases, your team may not fully understand the real purpose of their job or their organization. It is a leader’s job to effectively convey their mission and purpose to others. Leaders know their purpose and the purpose of those around them.

5. Vision All leaders have a clear vision, which is really what the ideal future will look like. It is important that a vision include values, and it is critical that good leadership make sure that the people and organization agree with your 16 MAY 17

vision. When a leader’s vision does not match the organizational vision in you will have problems.

6. Attitude This may seem like a small thing, but a positive attitude can make a big difference and conversely a negative attitude can also make a big difference—but not in a good way. People and organizations feed off of leaders, and those with positive attitudes will receive the best response.

7. Awareness A leader’s awareness is the understanding of not just their own identity, but the identity of the people around them and their organization they represent. Each and every individual has a core identity, and the awareness to understand that core will improve your leadership.

8. Determination It is impossible to become an effectual leader without this trait. Failure often accompanies leadership, and those who are not determined will never get off the mat and pull themselves back up. When determination start to disappear, leadership will begin to fail. Determination never takes a vacation or gets sick; it should be working every day.

9. Faith A great leader must have faith that they will succeed, but equally as important is that they have faith in the people and organization around them. The best leaders believe in themselves, and it is critical that in order for your organization and the people around you to believe in you, you first believe in yourself.

10. Inspiration Leaders are always looking for new ideas and different places to find them. Leaders are not afraid to solicit new ideas from others. Businesses constantly need new ideas to improve their products and or services, and some of the best ideas are inspired by something or someone.

11. Willpower Effective leaders know how to control their emotions and do not allow others to control their emotions or dictate their

reactions. Willpower is critical for all leaders and is absolutely necessary to succeed. Life and business are very similar things will almost never go as planned so be prepared.

It’s interesting how patience appears last on the list, however success and effective leadership happen over time and not overnight. Kevin Coughlin, DMD, MBA, MAGD is an accomplished dentist,

12. Patience Patience means that no matter what the challenge is a leader never gives up. Your business and people around you sense this and respond to it. Patience goes hand-in-hand with commitment, which means that when a leader says something, they do something. They take action steps, they set examples and when this is done people and organizations respond.

author and speaker. With his unique and powerful message, Kevin provides small businesses with actionable solutions when considering strategic change, as well as keys to compete in an expansive market. For more information on bringing Kevin Coughlin in for your next event, please visit www.Ascent-Dental-Solutions.com.

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How to Protect

Your Agency by Terese L. Palumbo, Esq., CCLA

Smaller employers like insurance agencies may find themselves defending against accusations of wrongful termination, discrimination and/or harassment from employees who they once considered to be like family. While it may not be possible to avoid employment-related practices claims entirely, the following do's and don’ts may help your agency be better prepared if an employment-practices liability claim is filed against you or your agency.

Conduct regular performance evaluations. • Include goals for employees to achieve by the next review. • Allow for discussion and the opportunity to comment on each review and/or goal. • Document the evaluations in writing and have them signed by the employee and their supervisor. Maintain a current employee handbook.

Set forth the agency’s procedures for employment-related complaints. For example, complaints can be made verbally or in writing to an employee’s direct supervisor, management and/or the Human Resources Department; a one-on-one meeting will follow within a reasonable amount of time to discuss the specifics of an employee’s complaint; and the agency will provide a formal response to the complaint.

Implement employment-related training annually and for all new hires on what constitutes harassment in the workplace. This can be done through guest speakers or webinars. Document all work-related issues with each employee, regardless of their position within the agency (e.g., tardiness, unexcused or excessive absences, poor performance, insubordination, complaints from co-workers and/or customers).

• Allow your employee to acknowledge and/or respond to the issue brought to their attention. Clearly set forth grounds for termination of employment including violations that may result in immediate termination, such as criminal behavior, and/or the number of warnings allowed for violations that may result in termination of employment. Address or investigate complaints involving employmentrelated practices or accommodations by your employees.

DON'T

Engage in, encourage, or ignore questionably offensive behavior such as sexist or racist remarks. Rely on verbal conversations regarding any aspect of an employee’s job such as salary, bonuses, or mistakes. This includes making promises concerning the term or length of employment. Assume your employees are already aware of, or will remain current on, acceptable work conduct and behavior in today’s changing and diverse workforce. The above dos and don’ts are only a few suggestions to assist in the review of your agency’s employment procedures. Any additional precautionary efforts that might reasonably protect the agency from future employment-related practices claims can also be implemented.

In all my years in business, I have found that people in meetings tend to agree on decisions that, as individuals, they know are dumb. 18 MAY 17

BE WORRY FREE WITH IMT

We understand the importance of partnerships and take great pride in building strong, stable relationships with our agents and policyholders. Through experienced claims expertise and hightouch customer service, we are there when we are needed most. Learn how you can represent IMT Insurance & Wadena Insurance at imtins.com/contact_us.

imtins.com | west des moines, iowa

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

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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.

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Learn More: Gary Burton I gburton@robertsonryan.com I 800.258.0277 I RobertsonRyan.com MAY 17 19

The Statistics You

Missed

if You Weren't at PRO-to-PRO by AIMS Society

I'll admit, I'm rattled by these statistics: 91% of agents think their customers trust them more than the insurance company the agent represents. However, only 31 % of customers actually feel that way.

responsiveness and a displayed understanding of indi-

Take a moment to let those numbers â&#x20AC;&#x201D; and the 60 point gap between the two â&#x20AC;&#x201D; really sink in. Are independent insurance agents truly that blind to the real levels of trust afforded to us by our customers? Apparently so, based on the research that was revealed to us at this year's PROto-PRO executive retreat by one of our presenters, Matt Aaron, cofounder of Insurance Agent Mobile Application.

that "moments of truth" actually occur disproportionately

So how can we, independent agents, improve those client ratings for trust and ultimately boost loyalty? It likely comes down to making a conscious increase in touch points, or what research from Ernst & Young (EY) calls "moments of truth." Defined as an interaction or experience with an agent that positively or negatively impacts client perception, moments of truth are actually pretty few and far between. In fact, 44% of global clients surveyed by EY report having no interaction with their insurer in the last 18 months. That's precisely why Kaenan Hertz, U.S. insurance customer leader at EY, says independent agents "need to up the level of engagement and communicate more consistently and more clearly and simplify their messages." Why is this so important? Because higher satisfaction levels result from agent 20 MAY 17

vidual client preferences â&#x20AC;&#x201D; but if you're not talking with your clients, you can't build a relationship. And here's an important point to remember: EY found in non-claims areas, such as when a client contacts you to obtain policy information, update addresses or inquire about potential new coverage. While these are seemingly mundane daily interactions, it turns out that they actually offer tremendous opportunity to build your long-term customer trust levels. While many agents focus on claims service to prove their dedication and responsiveness, how many make a concerted effort to review, improve and monitor the quality of those short five-minute phone calls or brief e-mail exchanges? How many reach out with some simple risk reduction strategies or quick check-ins to review policy needs? Those are the moments never afforded to carriers, and as independent agents, that's our best opportunity to connect with our clients. Want to improve retention rates or upsell services? People buy from people they trust. Build that trust by making more moments and making those moments count. http://www.aimssociety.org Toll Free: 877-674-CPIA

SIA of the Great Lakes, LLC Member of SIAA

• $6.6 Billion in Premium • Full & highest commissions • Big is Better – size, clout, stability • No minimum volume requirement for profit sharing and excess compensation • 6,100 signed member agents can’t be wrong • Your clients and companies are always yours To learn how we can help you increase your agency income and value, contact us today. jharrison@siagl.com | 920.494.5000 | www.siagl.com

APRIL 17 21

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. 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! To maintain the CPIA designation: fulfill a bi-annual update by attending one of the three core seminars, an Advanced Insurance Success Seminar (October 19, 2017 in Fond du Lac), 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 interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits. 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, 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 – July 18, 2017 Wisconsin Mutual Ins. Co. Madison, WI 22 MAY 17

CPIA 2 – July 19, 2017 Radisson Paper Valley Appleton, WI

CPIA 3 – July 20, 2017 West Bend Mutual Ins. Co. West Bend, WI

education

to survive in business you must be able to think and act quickly A story circulated around Wall Street a while ago about a tough chairman of a major company who stopped into the famous restaurant, "21" for a quick bite. Not being too hungry, he asked the waiter for half of a sirloin steak. Normally the waiter would simply have told him they didn't serve half steaks, but given the importance of this customer, the waiter agreed and left for the kitchen. Unbeknownst to the waiter, the chairman followed him to the kitchen to tell him he wanted the steak rare. As the waiter announced to the chef, "I need half a steak for a real jerk," he noticed the chairman standing behind him and, without missing a stroke, continued to comment to the chef," and the other half goes to this gentleman."

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

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

MAY 17 23

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

life & health

PERSONAL LINES

June 21-23, 2017 Holiday Inn Wausau – Rothschild, WI 715-355-1111 $99 rate through 5/22/17 includes hot continental breakfast

September 13-15, 2017 Conducted at West Bend Insurance Company $102 rate through 8/12/17 at Hampton Inn & Suites 262-438-1500

• life insurance concepts • health insurance concepts Dr. Victor Puleo, PhD., CIC, CFP

• PERSONAL RESIDENTIAL COVERAGES Jerry Kennedy, CIC

• long term care insurance • disability income insurance • business continuation and succession planning Richard Goolsby, CIC • retirement planning and annuities • planning for personal needs Fred Stoor, CIC

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

WI CE Course #69155 4 of 20 are Ethics, Utica Approved

WI CE Course #69169

Day One: 8:00 – 5:15 Day Two: 8:00 – 5:00

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

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

24 MAY 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.

education

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

Open to Anyone & Everyone ! www.piaw.org

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

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

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

35 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

All 9 CISR Courses – 8 WI CE

All 6 CIC Institutes – 20 WI CE

CIC Ruble seminars

Exciting update options, they fill up quickly. May 24 & 25 | Graduate | Crowne Plaza – Madison, WI* (May is full, call PIA for placement on waiting list) August 21 & 22 | Cyber Risk | Crowne Plaza Airport – Milwaukee, WI 16 WI CE (*Includes 4 optional Ethics) October 11 & 12 | Graduate | Radisson – Green Bay, WI* 16 WI CE (*Includes 4 optional Ethics) 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 MAY 17 25

education

New Topics in 2017! Each Approved for 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 registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

May 2017 Webinar Schedule

26 MAY 17

TITLE & WI CE

DATE

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

5/2

TIME (CST) 12-3p

INSTRUCTOR

And the CHAOS Continues: The Evolving World of Contracts, Hold Harmless, Add. Insureds and Other Stuff 3 CE # 1011189

5/4

12-3p

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

Leases & Contracts Versus the Insurance Policy 3 CE # 1010872

5/9

8-11a

David Viola, CIC

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

5/10

12-3p

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

Regarding Ethics 3 Ethics CE # 1010868, Utica Approved

5/15

12-3p

Kevin Amrhein, CIC

Home Business vs Home Insurance 3 WI CE # 6000004680

5/16

12-3p

Nicole Broch, CC, CISR, PLCS

Your Agency Online: Communication Cure or E&O Plague 3 CE # 1012439 Utica Approved

5/18

12-3p

Chris Amrhein, AAI

Flood Insurance – FEMA Approved 3 CE # 1011252

5/19

8-11a

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

Time Element for Commercial Risks 3 CE # 1011193

5/22

12-3p

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

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

5/23

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

Commercial Property Claims that Cause Problems 3 CE # 1012434

5/23

12-3p

Terry Tadlock, CIC, CPCU, CRIS

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

5/25

12-3p

Chris Amrhein, AAI

Karin Klaassen, CLU, LUTCF

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

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69367

INSURING PERSONAL AUTO EXPOSURES

After taking this course, students will be able to assist clients in identifying their exposures and more effectively advise them in the processes of analyzing, obtaining and modifying their personal automatic policies.

• • • • • •

Todd Davis CIC–10TH

Introduction to the Personal Auto Policy Liability Coverages Medical payments/Personal Injury Protection Uninsured/Underinsured Motorists Coverage Coverage for Damage to Your Auto Coverage for a Rented Vehicle

CLASS SCHEDULE Instruction Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m. 12:00 p.m. – 12:45 p.m.

MAY 10 • WAUKESHA MAY 17 • GREEN BAY

$170 Per Course Includes Lunch

4:15 p.m. – 5:15 p.m.

Nicole Broch CIC, CISR–17TH

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69328

INSURING PERSONAL RESIDENTIAL PROPERTY

This course gives you the expertise you need to guide your customers through the often complex and confusing process of purchasing homeowners insurance — and help them make decisions that insure their most valuable assets.

• • • •

Introduction to the Homeowners Policy Homeowners Policy Section I Homeowners Policy Section II Tenants, Unit-Owners, and the Dwelling Policy

$170 Per Course

CLASS SCHEDULE Instruction Group Lunch Optional Exam John Dismukes CIC, CPCU, AAI, AIS

MAY 23 • MADISON

8:00 a.m. – 3:45 p.m. 12:00 p.m. – 12:45 p.m.

Includes Lunch

4:15 p.m. – 5:15 p.m.

MAY 17 27

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

28 MAY 17

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69351

LIFE AND HEALTH ESSENTIALS

This course will help build a better understanding of what your clients need to know about life and health insurance. Explaining the benefits of having the proper life and health insurance is key to the financial well being of your clients' families and businesses.

• • • • • •

Introduction to Life Insurance Term Insurance Permanent Life Insurance Health Insurance Concepts Regulation Consumer Driven Plans

CLASS SCHEDULE Instruction Group Lunch Optional Exam

Victor Puleo, Ph.D. CIC, CFP

8:00 a.m. – 3:45 p.m.

JUNE 20 • rothschild

$170 Per Course Includes Lunch

12:00 p.m. – 12:45 p.m. 4:15 p.m. – 5:15 p.m.

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69334

COMMERCIAL CASUALTY 1

This course strengthens your ability to have productive, assured interactions with your commercial customers in the area of commercial casualty exposures and coverages.

• • • • • •

Introduction to Life Insurance Term Insurance Permanent Life Insurance Health Insurance Concepts Regulation Consumer Driven Plans

CLASS SCHEDULE Instruction Group Lunch Richard Goolsby, CIC

Optional Exam

8:00 a.m. – 3:45 p.m.

JUNE 21 • TOMAH

$170 Per Course Includes Lunch

12:00 p.m. – 12:45 p.m. 4:15 p.m. – 5:15 p.m.

MAY 17 29



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 30 MAY 17

There when it matters most to agents.

TECHNOLOGY Donegal knows “ease of doing business” is important to any independent agency.

That’s why Donegal Insurance Group focuses on providing superior technology, including mobile apps for agents and customers as well as fully automated web-based systems for Personal, Commercial and Farm Lines, to give our agents optimal efficiency in quoting and issuing policies.

But offering advanced technology equal to any national carrier isn’t enough. Donegal interacts with our agents to constantly look for ways to enhance our technology offerings. Delivering superior technology, another way Donegal is “There When It Matters Most” for independent insurance agents.

To learn more visit www.sheboyganfallsinsurance.com or call Connie Jones at 800-242-7698 ext. 2800.

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.

“Good People to Know”

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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Established agency looking to acquire an agency in southeast Wisconsin. Please contact Billy at 414-254-0470 32 MAY 17

Don’t just insure. Assist.

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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MAY 17 33

Leading in Crisis:

The Four Traps

of Decision Making

by By Lucien Canton

During the second day’s fighting at Gettysburg on July 2, 1863, Colonel Strong Vincent, a brigade commander in the Army of the Potomac, learned from a passing courier that the Union left flank was undefended and that the Confederates were advancing on Little Round Top. Seizing this position would allow the Confederates to fire on the entire Union line and force the retreat of Union forces, opening the road to Washington. Recognizing the tactical significance of the position, Vincent, without waiting for orders, moved his brigade into a blocking position. What followed was one of the most dramatic and pivotal engagements of the war, one that decided the battle of Gettysburg and most probably the war itself. Though Vincent fell in the battle, his ability to recognize the crisis, to make critical decisions under pressure, and to deploy his resources inspired his brigade to hold the vital position on the Little Round Top. Leadership in crisis is ultimately about decision making. Other critical steps, such as recognizing and isolating the crisis prepare you to make decisions, while the deployment of resources are based on the decisions made by the leader. The pivotal point in any crisis is the making of the decision about how one will deal with the crisis. Unfortunately, without recognizing the four traps of decision making, it is too easy to make the wrong decision.

Trap #1: Maintaining the status quo One of the major problems in leading in a crisis is the psychological tendency to do nothing. There is a tendency to normalize events – to see what we expect to see. It is easy to miss cues or indicators. If there are no consequences for doing, there is no need to make a decision. Unfortunately, this is the default mode for many decision makers.

Trap # 2: Taking the easy way out Assuming that there are consequences for inaction, the next consideration is whether there is a risk in taking action. If there is no perceived risk in taking a specific action, there is really no need to make a decision or to consider alternative courses of action.

Trap #3: Giving up When available courses of action all carry risks, the tendency is to search for a better solution. The trap here is that it if there is a perception that no low risk solutions are available, the decision maker may become fatalistic or apathetic, exhibit behaviors such as ignoring or selective interpreting information, or attempt to pass the responsibility for decision making to someone else.

Trap #4: Running out the clock Hesitation is not uncommon among decision makers in a crisis. Information is incomplete or contradictory and there is usually little time to wait for better solutions. This is the fourth trap of decision making: continuing to seek for solutions rather than deciding on the best available alternative, even if it carries considerable risk. Under heavy time constraints, this can even led to panic and bad decision making. So how does one avoid the four traps of decision making in a crisis? The first step is recognizing that these four traps exist and understanding that they are heavily influenced by time and the availability of good information. Failing to see the 34 MAY 17

risks of inaction or accepting low-risk actions are both linked to a failure to recognize that a crisis is occurring and to put it into the context of the potential impact on your organization. This in turn is usually the result of failing to take the time to gather and assess information related to the crisis. Consider, for example, the classic case study on supply chain management involving Nokia and Ericsson in 2000. The crisis was precipitated by a fire in the clean room of the manufacturer of the chips used in each company’s phones. Nokia recognized and reacted to the potential crisis; Ericsson did not. The resulting losses cost Ericsson millions in lost revenue and market share and put the company into a financial crisis that lasted almost five years. Understanding the nature of the crisis can also help avoid the bad decisions caused when considering high-risk alternatives. Knowing how much time you have to make a decision and the potential availability of alternative actions are precious commodities in a crisis. Time allows you to weigh risks versus alternatives or consult with advisors and subject matter experts. Knowing you have limited time can help you to focus on what you know and bring clarity of thought. In the case of Strong Vincent at Gettysburg, the knowledge that he had only a short time in which to act caused his decision to move without orders, an action that could have cost him his career if he failed. However, the risks of inaction far exceeded the risks of the alternative he chose. It is easy to avoid decisions in a crisis. The four traps are always there waiting for the unwary and they all lead to the same place: failure due to non-existent or poor decision making. The hardest part of managing in crisis is having the willingness to accept responsibility for decisions made with limited information in too short a time and the courage to follow through on those decisions without second-guessing yourself. It’s what makes a leader truly effective in a crisis. Lucien G. Canton, CEM is a consultant specializing in preparing managers to lead better in crisis by understanding the human factors often overlooked in crisis planning. A popular speaker and lecturer, he is the author of the best-selling Emergency Management: Concepts and Strategies for Effective Programs. For more information, please visit www.luciencanton.com, or email Info@luciencanton.com

Federal Legislative Summit PIA of Wisconsin Board

members visited with Congressman Ron Kind in Washington, DC in April at the Federal Legislative Summit. Shown here (l/r) are Matt Cranney, Jodi Cordes, Congressman Kind, Dennis Kuhnke, Michael Keener and Sean Paterson.These volunteers gave their time to visit DC and talk to legislators on your behalf. Another benefit of your dues dollars.

PIA of Wisconsin representa-

tives met with Congressman Mike Gallagher in his Washington office during the Federal Legislative Summit. Pictured here (l/r) are Ron Von Haden, Congressman Gallagher, Brian MacGillis, Deb Clements, Rick Clements and Sandy Hardrath. Flood insurance, tax reform, state regulation of insurance, health insurance and crop insurance were the primary focus of discussion at the meetings. Thanks to the volunteers who took their own time to make visits on behalf of PIAW members. MAY 17 35

Find the Balance

Customer Service & Sales by Carletta Clyatt SVP Sales, The Omnia Group

Your customer service representatives are efficient, thorough and solve problems with a smile, but could they be doing even more to help develop business and enhance the bottom line? In other words, do you have untapped sales potential on your CSR team?

Omnia’s research shows that the ideal CSR personality is:

producers are as different as night and day, and one could never do the work of the other.

• Cautious, helpful and risk-averse

Of course, there’s undeniable truth to the sentiment, but Omnia’s research shows there’s more to it than you’d think. In fact, your top CSRs can be coached to sell, but it all depends on how you sell them on the idea.

• Analytical, factual and practical • Patient, persistent and methodical • Compliant, accurate and sensitive

‘I’m not a salesperson!’

competitive, assertive, decisive and impatient. You know the type—they are nearly impervious to criticism and love to win. We call it the “classic” sales personality, true producers.

Your CSRs are most likely scared to death at the thought of having to sell anything. They enjoy their role as behind-thescene advisers and intensely dislike the idea of “pushing” a product. One “no” is all it takes for them to consider the deal dead, and crush their confidence.

A cursory review of the data would lead one to believe that your best customer service representatives and your best

Traditional sales incentives, such as monetary bonuses, probably won’t help change their mindset, either, at least

The ideal sales personality is the opposite:

36 MAY 17

not for the long haul. Ultimately, assertive selling simply doesn’t suit their personality. However, that doesn’t mean all is lost. There’s potential here. If the opportunities afforded through your CSRs’ daily interactions with customers are just too good to shrug off, consider that while top CSRs probably don’t have the temperament to sell in the traditional sense, they genuinely enjoy helping customers. So, when offering incentives to your service team to add sales to the job description, first emphasize the helpful, consultative nature of the role.

Prepare your CSRs to sell How can you coach your CSRs to sell? You can provide them plenty of opportunities for continuing education. Your best CSRs are subject-matter experts who feel good when they can impart their considerable product knowledge to customers. Therefore, give them all the support they need to learn as much as they can about your goods and services. You also can recognize their need for safety and security. Since CSRs naturally are risk averse, a steady paycheck that provides enough to meet their basic needs and wants is a must. Don’t even think about restructuring their compensation so that more of their pay is dependent on the ability to close a sale. You’ll only increase their anxiety and deprive your company of gifted employees when they decide the job is no longer for them. Make sure you prepare to provide emotional support. Unlike classic sales personalities, top CSRs are not made of Teflon. Criticism and rejection sticks. As veteran sales managers know, rejection is an inevitable part of the job. Be prepared to give them support and encouragement when the repeated answer of “no” from customers begins to wear them down. Set up time to role play whenever possible. CSRs can perform phenomenally when they feel confident of their expertise, but they will become anxious in the face of the unknown. Role playing common sales scenarios can help them decrease their tension. Once they have practiced overcoming objections in a safe setting, they’ll feel much better about doing it for real. Keep in mind that you’re building a team and not every job is suited for everyone. Even though CSRs are not assertive sellers, they can be coached to effectively recognize opportunity and close “no pressure” sales. So, don’t set them up to fail by expecting more. It’s not their style. Leave the high-stakes sales to your competitive producers.

lines to their job description. Even good change can be stressful, and your CSRs won’t view add-on sales responsibilities as a positive. Top CSRs like to serve behind the scenes and they want security. A change that potentially poses a risk to income (e.g., “What if I can’t sell? Will I be fired?”) is going to feel like the antithesis of security and will provoke major anxiety.

Manage the reaction You can take some proactive steps to help manage your CSRs reactions. Consider emphasizing what’s not changing about your CSRs jobs. If add-on sales won’t change the job materially, be sure to stress that fact. If possible, leave the current compensation 100 percent intact while offering a small, but attractive bonus for meeting the new goals. You also can use behavioral assessments to increase team and self-awareness. When your CSRs can see their strengths in black and white while learning how those strengths can be applied to the new job expectations, they’ll feel more secure about their ability to make the transition. Rather than insisting the change take place as soon as possible, you can implement a pilot program. This will allow your service team to ease themselves into their new roles. Work with them to set measurable and meaningful milestones to keep the program on track. Don’t forget to highlight how the change will benefit customers. Talented CSRs want to help. Stress how their expertise can be used to support the customer purchase. For example, an insurance product that meets their needs and budget— instead of one that’ll prove inadequate in the event of the unexpected—will hold appeal. And, remember to accentuate the overall benefits of the change. Great CSRs are team oriented. Tap into that natural trait toward collaboration by stressing how increased business will profit the company. Your service team has untapped sales potential. Whether you’ll be able to successfully exploit that potential, however, depends on how well you understand what motivates your team and how willing you are to respect those tendencies while working toward your new goals.

How can you develop a plan that’ll guarantee a positive outcome when implementing up-selling in your service department?

Clyatt, a popular seminar speaker, is the senior vice president at The Omnia Group Inc. She offers clients advice on how to manage more effectively and gain insight into employee strengths, weaknesses and behaviors. She can be reached directly at (813) 280-3026 or Carletta@omniagroup.com. PIA members receive one complimentary behavioral assessment—a $140 value. For more information contact The Omnia Group at (800) 525-7117 or visit omniagroup. com and don’t forget to mention your PIA membership.

First, don’t think the change can be as simple as adding a few

—Reprinted with permission from PIA Management Services Inc.—

Best practices

MAY 17 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

DIRECTORS

Mr. Brian MacGillis, CPIA President 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 Ms. Jodi Cordes, CIC, CRM Vice 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 Treasurer M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com

Mr. John W. Klinzing, CIC, CPIA Affiliated Ins. Agencies of WI, LLC 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924 Fax 608-441-8787 johnk@affiliatedllc.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

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

Ms. LouAnn Herriges, CIC, CISR American Advantage - IFS, Inc. 353 Forest Grove Dr. #205 Pewaukee, WI 53072 Phone 262-696-5800 Fax 866-255-4440 LouAnn@insurancewisconsin.biz

10,17

Ms. Julie Ulset, CPIA Grams Insurance Agency LLC 103 W Fulton St. Edgerton, WI 53534 Phone 608-884-3304 Fax 608-884-9616 julset@gramsinsurance.com

June 2017

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Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

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AUGUST 2017

Mandy Penn Executive Assistant mpenn@piaw.org

CISR PERSONAL RESIDENTIAL Madison (7 WI CE)

21-23

Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@piaw.org

CIC JAMES K. RUBLE GRADUATE SEMINAR Madison (16 WI CE, 4 of 16 are optional Ethics)

CISR Commercial Casualty 1 Tomah (7 WI CE)

Heather Falk, CISR Bookkeeping hfalk@piaw.org

24-25

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

CISR PERSONAL AUTO Waukesha, Green Bay (7 WI CE)

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

20 CISR Life & Health Essentials Rothschild (7 WI CE)

CPIA 1 Position for Success Madison (7 WI CE)

CPIA 2 Implement for Success Appleton (7 WI CE)

CPIA 3 Sustain success West Bend (7 WI CE)

2 YPC 14 th Annual Scholarship Golf Outing, Oakwood Park Golf Course, Franklin, WI

20,21

RUBLE CYBER RISK SEMINAR Milwaukee (16 WI CE) CIC PERSONAL LINES West Bend (20 WI CE)

20,21

CISR ELEMENTS OF RISK MANAGEMENT Waukesha, Madison (7 WI CE)

13-15

HOT TOPIC—THINGS I WISH I KNEW 40 YEARS AGO Green Bay (7 WI CE)

11-12

RUBLE GRADUATE SEMINAR Green Bay (16 WI CE, 4 of 16 are optional Ethics)

HOT TOPIC – The Art of Asking Questions & Ethics Fond du Lac (7 WI CE, 3 are Ethics)

PIAW 68 TH ANNUAL CONVENTION, Potawatomi Hotel & Casino, Milwaukee

Sept 2017

2-4

October 2017

38 MAY 17

Mr. Rick Clements, LUTCF, MDRT, Past President Clements Ins. Agency, Inc. 317 N 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337 rick@clementsagency.com

November 2017

Coming Events

May 2017

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

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. Sean M. Paterson, CIC Secretary Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com

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

STAFF

CISR PERSONAL RESIDENTIAL Rothschild (7 WI CE)

CISR AGENCY OPERATIONS Waukesha (7 WI CE, 1 of 7 Ethics)

1-3

CIC COMMERCIAL CASUALTY Madison (20 WI CE)

We know what it took to build this unique business. And we know what it takes to protect it. Underwriters who know and understand what coverages are necessary for each unique business. Loss prevention professionals who use a hands-on approach to help develop programs tailored to each specialty business. Claim reps with the expertise and technology to process claims quickly and efficiently. As an Official Supplier of the Silver LiningÂŽ, you and West Bend will find a specialized insurance plan for your valued customers. To find out more, talk to your West Bend underwriter.

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