April 2018 Wisconsin Professional Agent

PROFESSIONAL AGENT April 2018

What's Inside?

Are You Being Honest With Your Carriers?............11 The Foundation of a Successful Team.................12 How to Avoid Making Stupid Mistakes...................14 Avoid Leadership Pitfalls.....................................18 New Members.....................21 Education Section..............22 WI Legislation Update......28 Why Prospecting Fails & What To Do About It.....32

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

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From the

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

Staying current with the issues in the industry...

Spring is here, while some find it hard to put away the snowmobiles, the skis, and all that cold weather gear… Others are excited and begun to get the cars all cleaned up, the convertibles ready, the motorcycles tuned up, and summer vacations.

For the PIAW, the executive committee is getting geared up for the PIA National Federal Legislative Summit in Washington DC. April 23rd – 26th, 2018. This is when your association’s executive committee meets with other PIAW leaders in the country to discuss insurance concerns/issues with each other as well as our Wisconsin representatives in DC. Our group from Wisconsin will schedule meetings at the offices of each one of our Senate and House representatives to explain the impact of issues to our industry. Here are a few of the issues we will be discussing in detail with Wisconsin representatives: •

Supporting the reauthorization of the National Flood Insurance Program. While opposing the attempts to cut agent commissions.

•

Oppose cuts to the Federal Crop Insurance Program with the Farm Bill being up for reauthorization as well this year.

•

PIA supports the repealing of the Federal Insurance Office completely. Or the other bill supported, introduced by Wisconsin’s own Rep. Sean Duffy, is to scale back the authority of the Federal Insurance Office.

•

Support the healthcare reform which recognizes the role of the independent agent.

It is exciting to be directly involved with representing the insurance industry in discussing these issues with the lawmakers.

Staying current with the issues in the industry is an important piece of what the PIA does for our members. You are not just one person trying to make a difference. “We” represent a group of over 6000 individuals in Wisconsin, working along with all the other states in the country, to make a difference in this industry.

PIAW will keep our members up to date on all legislative issues on the state and federal level. You may visit the website to see the current legislative issues the association is involved in.

PIAW also in the planning for the 2018 Annual Convention August 1st – August 3rd. The convention this year is in beautiful La Crosse. Please be sure you “save the date” for this event. It will certainly be one not to miss… Details on continuing education opportunities, sales speakers, and more will come in the near future on this event.

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

APRIL 18 3

Memos from

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

What do your clients really know about their homeowners' insurance?

WISCONSIN DOT (Department of Transportation) has released the list of traffic convictions for the term January through December 2017. The list of 133 different types of traffic offenses reveals some interesting statistics. If someone would have asked me what I thought the top two offenses were, I would have guessed minor speeding and failure to wear a seat belt. I would have missed the entire top three categories of citations.

The number one conviction was Speeding Intermediate (11-19 over limit) with 88,185 convictions, or 11.95% of the total.

Number two on the list is Operating While Suspended with 79,381 convictions or 10.75% of total convictions. The third largest category was Compulsory Insurance (no insurance) at 62,597, or 8.48% of the total. Failure to Fasten Seat Belt, No Proof of Insurance, Speeding 1-10 over the limit, Unregistered Vehicle, Operating With Driver License, Speeding Excess and Operating Under The Influence of an Intoxicant/Controlled Substance round out the top 10.

A few other noteworthy convictions on the list were: #34 Child Safety Restraint; #55 Failure To Notify of Address or Name Change; #58 Driving Over Walkway; #60 Testing While Driving; #66 Improper Use of Phone in Work Zone; #116 Driving over Fire Hose and #132 Illegal Riding. Total convictions for the period were 738,110.

SURPRISING CONSUMER BELIEFS regarding homeowners insurance: What do your clients really know about their homeowners' insurance? Are you confident they understand the coverage available for earthquakes and floods? What about liability coverage? A recent survey by the Insurance Information Institute provides some surprising answers in some areas and shows where agents can help educate our clients. For

example, a startling 43 percent of homeowners still incorrectly believe damage from heavy rain flooding is covered under their standard insurance policy. Also, 29 percent of homeowners incorrectly think that standard homeowners' insurance covers earthquake damage. Additionally, 55 percent of homeowners think they have coverage for a sewer backup and don’t know that they need to add an endorsement for the coverage. They also have coverages that they are not aware that they have such as additional living expenses where 27 percent of homeowners told the survey they didn’t have coverage. They also didn’t think they had coverage for dog bite liability (54%) or theft of a child’s laptop while at school (30%). It just goes to show that while the industry continues to educate our clients about their policies and insurance in general, we still have a long way to go.

INSURANCE FRAUD Hall of Shame From 2017 #4: Dr. Shelinder Aggarawal was America's top prescriber of opioids to Medicare patients. Patients were “dropping like flies, they are all dying,” one anguished official said. The Huntsville, Ala. pain physician gave patients whatever pills they wanted — including patients he knew were addicts. It was a $9.5-million insurance soaking and abuse of desperate drug users.

Aggarawal saw up to 145 patients a day, typically for just five minutes or less. He spooned out more than 12.3 million pills in just one year — 423 scripts a day. He also fleeced private insurers. Prosecutors dropped Aggarawal into federal prison for 15 years. Credit the relentless pursuit by fraud investigators and prosecutors. Their success allows the Hall of Shame to exist, and keeps America safer for honest consumers everywhere.

AND REMEMBER…..A positive attitude will not solve all your problems, but it will annoy enough people to make it worth the effort.

Cyber Liability coverage: Don’t run your agency without it.

The average cyber claim payout is nearly $1 Million. Will your agency survive a cyber breach without the proper coverage? Don’t take the risk….get a cyber policy from PIA today!

Your agency depends on your computer system, confidential client information and website operation every day. PIA’s cyber policy gives you options to protect your agency and your livelihood. Get special “PIA only” coverage enhancements from an “A” rated company.

As an insurance agency, you are trusted with storing private client data such as driver’s license numbers, birthdates, addresses, credit history, health information and more. The bottom line is….you are responsible for protecting your client’s data and you can be liable if it is compromised.

Protect yourself. Call or email Heidi at PIA. (800) 261-7429 or hhodel@piaw.org .

4 APRIL 18

Expect big things in workers’ compensation. Most classes approved, nationwide. It pays to get a quote from Applied.® For information call (877) 234-4450 or visit auw.com/us. Follow us at bigdoghq.com.

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Insurance plans protected U.S. Patent No. 7,908,157.

From the

Boardroom Mitch Tarras, Director of PIAW

Defending Millennials...

Millennials have been a lightning rod for discussion for the last 5-10 years as they start to become a larger section of the American workforce. I can refer to this generation as "we" because as of my recent 30th birthday, I am in the heart of this age group. In my 7 years of being an independent agent, I have seen the positive and negative of my generation, and have been willing to accept the criticisms. Although we definitely have our way of doing things differently, we are ultimately looking for the same results as our more experienced counterparts. For you Baby Boomers, think back to when you and your friends entered the real world in your early to mid-20's. I would be willing to bet your parents were saying "these darn kids don't have the same work ethic we do." As technology has evolved over the decades we have all learned to work smarter, not harder. Would you prefer to cut down a tree using a handsaw or a chainsaw? Unless you are looking for a great workout, you would likely use the chainsaw.

From what I have experienced, our generation working smarter means we can get more done in less time. I'm not saying a 58 year old isn't as smart as a 29 year old, it's just non-millennials didn't grow up with the technology that millennials did, allowing us to be more efficient.

Millennials prefer to communicate via email while their bosses, with 30 years of experience, prefer a phone call

personally. I can say that email communication allows me to work after hours because sending an email is just as easy as sending a text message and I'm not disturbing a client with a phone call during their family time.

How many of you non-Millennials have had to ask your children or grandchildren "how do I work this thing?' after getting your new smartphone or tablet. I am a little bit embarrassed to admit that even I have had to ask my 8 year old son that question. But his generation was born with technology at their fingertips and will soon know more than us Millennials in our 20's. What Millennials do today to be more efficient will probably be considered outdated or inefficient in 20 years. However just because it's different doesn't mean it's wrong.

The point I'm getting to here is that us "Millennials" aren't all that different than our parents and/or bosses (both in my case). Every generation has had motivated and lazy individuals; in my case I have been lucky to be surrounded by motivated young people looking to accomplish the same things our predecessors have. Success in our careers.

So cut us a little slack. At least we keep things interesting!

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Our attorneys have extensive experience in the unique legal needs of insurance agencies. We have represented hundreds of agencies, agents and brokers in all aspects of their business.

Agency Ownership & Operations • CSR & Producer Employment • Appearances Before OCI • Drafting Contracts • Mergers & Acquisitions • Perpetuation & Succession • E&O Consultations

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6 APRIL 18

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 Dominic F. Alessi, 6166 Riverwalk Ln., Unit 5, Jupiter, FL 33458, had his application for an insurance license denied.

This action was taken based on allegations of failing to disclose administrative actions taken by the states of Ohio, Washington, Virginia, South Dakota, Louisiana, Maine, Florida, Missouri, and Delaware on a licensing application.

Andrew N. Arkin, N2860 Trevor Rdg., Unit 14, Lodi, WI 53555, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Bethany L. Beauchamp, 2423 Rivers Edge Dr., Altoona, WI 54720, had her application to add additional lines of authority to her 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 and failing to comply with the terms of a previous stipulation and order.

Kevin A. Biermeier, 113 Main St., Elroy, WI 53929, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Shawne Bond (aka Shawne Willis), 830 Preachers Mill Rd., Unit G93, Clarksville, TN 37042, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Marland N. Bradley, 18818 Holden Dr., Spring Hill, FL 34610, 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 Florida on a licensing application.

8 APRIL 18

Salvatore Caputa, 116 E. Dodge St., Port Washington, WI 53074, had his application for an insurance license denied.

This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct; having involvement in a lawsuit containing allegations of fraud, misrepresentation, misappropriation, or breach of fiduciary duty; failing to respond to inquiries from OCI; and failing to complete a licensing application.

Stanford L. Clacks, Jr., 5132 Brandenburg Way, Madison, WI 53718, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Annita Cripe, W440 Cty. Rd. Z, Arkansaw, WI 54721, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jay E. Eller, P.O. Box 218, 3062 Long View Ln., Suamico, WI 54173, had his application for an insurance license denied.

This action was taken based on allegations of failing to disclose criminal convictions on a licensing application; having criminal convictions that may be substantially related to insurance marketing type conduct; failing to respond promptly to inquiries from OCI; and failing to complete a licensing application.

Thomas R. Fortino, c/o Ken Stern & Associates, 747 Joyceil Dr., Waterford, MI 48328, was ordered to pay a forfeiture of $1,000.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely disclose administrative actions taken by FINRA and the states of California and Illinois, and failing to accurately complete a licensing renewal application.

Oghomwenorughaen E. Gillespie, 688 110th Ave. NE, Apt. S-1407, Bellevue, WA 98004, 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 Washington on a licensing application.

Dawn M. Hampel, 5740 Lochleven Ln., New Berlin, WI 53146, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Joseph J. Johnson, 4851 N. 58th St., Milwaukee, WI 53218, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application; having criminal convictions that may be substantially related to insurance marketing type conduct; providing false and misleading information on a licensing application; and conducting insurance business without a license.

Kevin Kanngieser, 8225 W. Burnham St., West Allis, WI 53219, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Heidi E. Manivong, 2560 62nd Ave. N., Lot 314, Saint Petersburg, FL 33702, was ordered to pay a forfeiture of $1,000.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely disclose a criminal proceeding on original and renewal licensing applications.

Tiffany R. Meyer, 342 Joseph St., Neenah, WI 54956, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Maria B. Moreno, 6307 Donely Pl., San Antonio, TX 78247, had her application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Colorado and Oklahoma on a licensing application.

Grayson Nix, 927 Harrington Dr., Unit 302, Madison, WI 53718, 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.

William R. Pearson, 300 S. Duncan Ave., Ste. 190, Clearwater, FL 33755, had his application for an insurance license denied.

This action was taken based on allegations of having administrative actions taken by the state of Florida and by FINRA, failing to disclose the administrative action taken by FINRA on a licensing application, and failing to provide a complete address and other information on a licensing application.

Kimberly L. Raasch, 110 Frances St., Rothschild, WI 54474, had her insurance license revoked. This action was taken based

on allegations of owing delinquent Wisconsin taxes.

Thomas J. Ryan, 201 California St., San Francisco, CA 94111, agreed to pay a forfeiture of $500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed.

These actions were taken based on allegations of failing to timely disclose an administrative action taken by the state of Delaware and failing to disclose the administrative action on a licensing renewal application.

Kristi M. Shoenberger, 1207 Balsam Dr., Imperial, PA 15123, was ordered to pay a forfeiture of $1,500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely disclose administrative actions taken by the states of Ohio, Delaware, and North Carolina to OCI. Virginia L. Tan, 2210 NW Everett St., Unit 415, Portland, OR 97210, 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.

Sheryl L. Terry, 1233 Jenifer St., Apt. 2, Madison, WI 53703, agreed to the temporary denial of her licensing application and agreed to the issuance of a one-year probationary license with certain reporting, disclosure, and response requirements. These actions were taken based on allegations of owing delinquent financial obligations, failing to complete a licensing application, and failing to respond promptly to inquiries from OCI. Kenya Tucker, 5029A N. 28th St., Milwaukee, WI 53209, agreed to the issuance of a one-year probationary insurance license having certain reporting requirements and other restrictions. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to respond promptly and completely to inquiries from OCI. Lisa M. Underwood, 2523 Deerfield Dr., West Bend, WI 53090, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Kenneth P. Wirth, 111 Sleepy Hollow Rd., New Canaan, CT 06840, was ordered to pay a forfeiture of $2,500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely disclose administrative actions taken by the states of New York, Massachusetts, and North Carolina, and failing to accurately complete licensing renewal applications.

Blong Yang, 811 George St., La Crosse, WI 54603, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

(Continued on page 10) APRIL 18 9

(Continued from page 9 - Administrative Actions)

None to report.

Allegations and Actions Against Companies

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10 APRIL 18

IT BIL Y A

OWT

Are you being honest with your carriers?

by Curt Pearsall, CPCU, AIAF, CPIA

President – Pearsall Associates, Inc. and Special Consultant to the Utica National E&O Program It probably goes without saying that the relationship between agents and their carriers is built on trust and honesty.

Certainly, an expectation exists that submitted applications accurately reflect the true nature of the risk.

When a risk is written and the carrier subsequently finds out that the risk is not exactly as it was presented, it is not uncommon for the carrier to allege that it would not have written the risk had it known the correct information. The carrier then may consider pursuing litigation against the agency.

In one errors and omissions case, the carrier alleged material misrepresentation asserting that it would not have issued the policy if it had been provided accurate information about the risk. The agency submitted a significant number of online applications to the carrier, and each time, the carrier declined to write the risk. Eventually, the agency managed to get the risk accepted by submitting an application with a significant amount of incorrect information.

A large property loss occurred, and the carrier ended up paying more than $1 million. This is when the carrier discovered that the application did not accurately represent the risk. The carrier was successful in its lawsuit against the agency.

As a producer, account executive, or customer service representative, you may be looking to write a specific account that may not exactly meet the carrier guidelines. The issues possibly deal with loss history, amount of occupancy, square footage, and/ or the degree of protection, such as sprinklers or non-renewal history. The list of possibilities is virtually endless.

The scenario could involve the agency looking to bend the truth, or possibly the agency producer does not know an answer on the application, so he or she guessed. Who will ever know?

This issue has been the central focus of many E&O claims, and more often than not, the agency caught the full brunt of the carrier’s consternation.

Some key takeaways

best practice is to complete an application with the customer’s input. Ask all of the questions, and don’t › Apresume to know the answer to any of them. Upon completion of the application, require the customer to review it, and then require his or her signature. This will confirm the accuracy of the information, even if a signature is not required.

presume that you know the answers when handling follow-up questions from carriers. Write down the › Don’t questions, and then contact the customer to secure the answers. If the customer answers your questions over the phone or in person, document those discussions in the agency file. Then, send a letter or email back to the customer that memorializes the discussion and the responses, and include a copy in your file.

In addition to being honest with your carriers, being honest with your clients is equally important. When customers ask questions with a goal of better understanding their insurance program, how the producer chooses to answer those questions is crucial. Providing the customer with incorrect information is wrong.

There have been numerous situations where the carrier, upon finding that the agency misrepresented on the application, decided to terminate its relationship with the agency. Don’t expect a carrier to be understanding and accommodating if there has been a breach of honesty.

All agency sales staff should know honesty is the only way, and anything outside of that will not be tolerated. Lying on an application to get an account written is wrong — dead wrong.

An anonymous quote summed it up best: “I’d rather be honest than impressive.”

The material contained in this article is for informational purposes only and is not for purposes of providing legal advice.You should contact your attorney to obtain advice with respect to any particular issue or problem.

5-R-1248 Ed. 11-17

JANUARY 18 11

By: Chris Ciardello

Powerful Team Conversation:

The Foundation of a Successful Team When faced with a problem, it often helps to grab someone and talk it out. This is a great collaborative strategy to problem solving.

Everyone has a different personality, and everyone sees the world in a different light. What happens when the problem you have is with another person? A common answer is, “I just need to vent, to get this off my chest.” The drawback with handling your problem with another person is that it now becomes gossip. Gossiping is a cancer in any office or social environment. It builds walls and divides teams.

A major subject in many offices and workplaces is conflict resolution. Every office has conflict, but not every office handles it the same way. That is why it’s a topic that should be discussed clearly with your team. Workplaces are full of diverse personalities who communicate in unique ways. These differences in personalities are what make conflict resolution an uncomfortable and touchy subject.

The first step to successfully deal with conflict is to bring both parties together and have a meeting of the minds. The parties involved in the conflict need to sit down and talk it out.

Prior to this meeting the ground rules need to be explained.

There are four ground rules to successful conflict resolution.

Rule #1 Each side must listen fully to the other side before responding. Often times when one party is explaining something that is bothering them the second party will feel defensive and want to jump in and explain why they did XYZ to justify their actions.

There is nothing more frustrating when someone interrupts you, especially when trying to resolve a problem. The first person listens to everything the other person has to say, and then the second person will have their opportunity to explain their side. This process is repeated until both sides have sufficiently made their case.

Rule #2 Identify the issues clearly, professionally, and concisely.

Unless the issue is identified, a resolution cannot be found. This morning Betty came into work and she threw her purse on her desk

and snapped at Sally when Sally said good morning. The reason that Betty snapped at Sally when Sally told Betty good morning could be that Betty got a frustrating text from her child saying they forgot their homework. This has nothing to do with Sally, yet the frustration was taken out on her, and this caused some tension between the two of them the rest of the day. In some cases this kind of tension can simmer and slowly build up to a boil making it extremely important to have open communication with your coworkers. You may not always know what is going on in another person’s life, so try not to jump to conclusions.

Rule #3 When both parties meet to discuss their issues, they are only allowed to use “I” statements. “I felt ignored at the meeting this morning when I was trying to explain the details about Mrs. Jones.”

Framing an issue you have with another person with an “I” statement helps to bring their defenses down so that a resolution can be found among the conflict. ‘You’ statements tend to put people on the defensive because they feel like their integrity is under attack.

“YOU always put the instruments back wrong.”

“You never take out the trash.”

When someone starts to get on the defensive they stop hearing everything that is being said. They are focusing on how to defend their integrity. “I” statements diffuse anger and assault.

“I get upset when I can’t find the instruments I need.”

“I feel demotivated when the chart is ripped out of my hands.”

“It hurts my feelings when a harsh tone is used when asking for a favor.”

When you bring the problem back to how it makes you feel it will bring guards down and a conversation can begin.

Rule #4 The final and most important rule is that there are no personal attacks, name-calling or finger pointing. These are a sure fire way to get the other person on the defensive, and there is just no need for petty attacks a professional environment. When voices raise, the control of the conversation is lost. This prevents both parties from (Continued on page 34)

12 APRIL 18

How to Avoid Making Stupid Mistakes Most mistakes are just plain stupid. “I just wasn’t thinking,” we say.

Stupid mistakes aren’t intentional. But the genie is out of the bottle.

The damage is done.

Sure, we can try to “minimize the damage” by claiming “we’re only human” and dismiss it with “everybody makes mistakes.” Not today. As the news makes clear, there’s no place to hide. Everything is transparent. Both individuals and businesses suffer from the harm caused by stupid mistakes.

So, what do we do about it? Hope for the best? Ride it out? Or, pretend it wasn’t that important? Here’s how to avoid making stupid (and possibly harmful) mistakes: 1. Stop looking in the mirror Maybe the troublesome attitude started with the company’s founder.

It would not be surprising that someone with King as their first name might have an ego problem. And if you were King C. Gillette of the famed Gillette Company, it might rub off on the entire operation. For nearly a century, others in the shaving blade business tried to topple Gillette from its throne. It didn’t work, which may have caused the company to believe it was indomitable. If so, it was a stupid mistake.

Then, came the disruptors with little money, but with low prices and home delivery. These interlopers, Harry’s and Dollar Shave Club, were largely ignored, until they nicked the king. Finally, Gillette got in the act with a copycat “club” offering reduced prices and home delivery.

Point: If you keep your face glued to the mirror, all you see is yourself—and that spells trouble.

14

APRIL 18

By: John Graham 2. Face your limitations The worst fate that can befall anyone is becoming functionally obsolete. It applies to structurally sound and safe bridges with too narrow lane widths and inadequate vertical clearances that fail to meet current traffic demands. When this occurs, a bridge is functionally obsolete. It’s a danger if it isn’t retrofitted or replaced.

It happens to individuals, departments, managers, and organizations, as well. They no longer have the skills, capabilities and knowledge to handle today’s demands. They’re functionally obsolete and, unintentionally, they make inappropriate decisions, stupid mistakes.

Point: Most of us rely on our past performance as a guide, failing to recognize that it’s inadequate, rendering us functionally obsolete and prone to making stupid mistakes.

3. Challenge yourself During a family discussion of current events, the father answered a question quickly and confidently. A few seconds later, his newly minted son-in-law spoke up (politely) with a different answer from his iPhone, shocking the older man because what he thought he knew was wrong.

This is what two researchers call “the illusion of explanatory depth,” which means that we think we know more than we do, which is not only pervasive, but causes us to draw erroneous conclusions that lead to making stupid mistakes.

We’re often irritated by those who seem to question everything, who burst our little bubbles. They slow things down and create confusion. But before being too critical, they may be doing us a favor by nudging us to ask the one question that makes a difference: “How do I know what I think I know?”

Point: Ignorance isn’t bliss; it’s a severe handicap.

4. Think it through We all have our own ideas and because they’re ours, it’s inevitable we become overly invested in them. They’re our “children” and should anyone dare to disagree or fail to warm up to them, we almost instinctively get our back up and get ready for a battle. And that’s when we get off track. Instead of solving problems, we persist in pursuing illconceived solutions—and make stupid and unnecessary mistakes.

This is why thinking it through is so critical. In his book, How to Think, Alan Jacobs says thinking is “not the decision itself but what goes into the decision, the consideration, the assessment. It’s testing your own responses and weighing the available evidence.”

Then Jacobs adds, “It’s grasping, as best you can and with all available and relevant senses, what is, and it’s also speculating, as carefully and responsibly as you can, about what might be.”

Point: In other words, thinking something through means considering the consequences.

5. Make it personal Sales spiels, elevator speeches, presentations, and other messaging often cause unexpected problems. Even though their objective is to help us perform more effectively, they can do just the opposite.

For example, even the most carefully prepared and “polished” presentations can fall short of its goal. While we may think we “aced it,”

those listening may think differently. It even happens with presenters on the premier storytelling venue, The Moth. Some are more gripping than others.

Here’s the problem: By putting so much energy into getting the words, tone, gestures and everything else right, we get all wrapped up with what we want to get across. When this happens, we unintentionally build a barrier that separates us from our listeners, readers or customers.

In his book, To Sell is Human, tells what an Israeli radiologist did to overcome the impersonal nature of his job. He imagined that every scan he looked at was that of his father. “You can borrow from this insight with this simple technique for moving others,” writes Pink. “In every encounter, imagine that the person you’re dealing with is your grandmother.” He calls it the ultimate way to make sure you’re making it personal.

Point: Unless we make it personal, it can end up as a stupid mistake.

All of us make enough mistakes without carrying the extra burden of downright stupid ones that get us in unnecessary trouble. We’re far better off if we know the triggers so we can avoid making stupid mistakes.

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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Take Customer Retention Seriously or Pay Dearly Companies may be good at making sales, but less so at keeping customers. They get the fish in the boat, but they don’t put much effort into keeping them there.

This is why customer retention is such a hot topic. After reviewing dozens of articles on the subject (there are thousands), I came up with 30 reasons why customers leave. Most of them made good sense.

Then, I wondered if there was a common thread running through the reasons. As it turned out, there was—and this is it: When customer expectations are not met, a company is perceived as being indifferent. It may be about price, customer service, value received, difficulty making contact, and just about anything else.

In other words, when customers spend their money, they assume their expectations will be met. If this doesn’t happen, disenchantment sets in, often aggravated by constant competitor attacks.

What to do? Let customers know you care by ramping up customer communication with helpful information, two-way communication, feedback surveys, opportunities for savings, implementing customer suggestions, user-friendly services, and customer experiences with products or services.

[Source: GrahamComm]

16

APRIL 18

The Problem With First Impressions “We form first impressions after seeing a face for less than one-tenth of a second,” states Alexander Todorov, a Princeton University psychology professor and author of Face Value: The Irresistible Influence of First Impressions.

Based on our personal experience, we make “snap judgements” that cause us to decide if someone is trustworthy, competent, introverted or dominant. For example, those who appear “untrustworthy” often get “harsher treatment.” On the other hand, those who look “trustworthy” get loans with more favorable terms. Philharmonic orchestras long favored male musicians until blind auditions were introduced. In other words, first impressions are often wrong, according to Dr. Todorov.

Since forming accurate first impressions are critical in marketing and sales, here are suggestions for resisting the irresistible: • Withhold judgement before making a final determination • Gather additional information about a person • Compare your first impression to other data • Now, make your decision

Takeaway: Reading people correctly is a skill well worth developing.

[Source: GrahamComm]

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APRIL 18 17

Avoid Leadership Pitfalls: Direction Versus Speed On a Fast Train to the Wrong Destination?

By Elizabeth McCormick

Have you ever had a day where your wheels spin a bit slower? Have you noticed your team not putting the usual miles in at the office? Could it be burnout? The need for a vacation? Or is there something more underlying the malaise?

Many have experienced a much bigger drag on resources by giving the orders for your team to take off flying at full speed, only to find out later that the course was in the opposite direction of your desired goal.

Then, there are other times when a project is well underway and everything seems aligned properly, but there’s just no lift. The wheels just won’t leave the ground. Although tasks are getting completed and checked off the list, there’s no altitude allowing the project to accelerate. What’s happening? When started with a laser-focused goal in mind, the direction can change quickly if the proper guardrails and benchmarks aren’t set in place to keep everyone on target.

There’s a world of advice on staying productive, but those activities don’t mean anything if your coordinates are off, and that may be one of the biggest wastes of time (not to mention energy drains) you and your organization could experience.

Here are five tips to assure your leadership and team directives match the end result you envision.

1. Know Your Destination When you begin with the end in mind, you have a distinctive vision of your desired direction and destination before instructing your team to launch. It doesn’t matter how big or small your project is - if the direction, intention, or desired outcome isn’t clear, it will be tough to fly your team to the dream. Assume nothing, clarify everything, and have it in writing. If some aspect is open to interpretation, close that loophole up, or better yet, ask your team to contribute to the ownership of the project by being open to their quest for clarity.

2. Engage Your Team Once you have communicated the objectives to your team, start by having team members re-state the goals and desired outcomes in their own words. Confirm and clarify often. This quite naturally highlights any variance between intention and perception. You can also use this 18 APRIL 18

opportunity to start fleshing out the project, brainstorming with the team, and adding detail to the project. This type of activity will help jumpstart the comradery as your team begins working together as a team toward a common goal. This will also enhance the collaboration necessary to ensure proper communication can take place from beginning to end.

3. Plan Your Work, Work Your Plan Once everyone is on board and the team is headed in the right direction, be sure you have established the proper safety devices, benchmarks, and signposts for you and your team, so that if there is any drifting off course, it will be recognized and realigned quickly without much time or effort wasted. Ensure that work is broken down into manageable, measurable, short-term goals to aid in motivation and increase productivity. Work organized into logical segments also aids focus and self-management of direction.

Complex projects lend themselves to digressions and diversions.

Spelling out where you should be and when keeps efforts centered on the essential goals originally intended.

Another way to encourage motivation and productivity is to take the time to get to know your ‘flight crew’ and their strengths. Don’t randomly dole out tasks; be strategic in aligning tasks with specific gifts and skills, allowing team members to take ownership of their part of the project.

4. Own Your Results As a leader, it’s your attitude, stamina, direction, commitment to the project, and work ethic that establishes the environment and culture of your team, as well as the success of your project at hand. If you are unclear of your destination, you can be sure your team will have a tough time understanding the purpose of the project and the directions you are trying to communicate.

One of the biggest reasons people drift, get distracted, and are taken

off task, is that the purpose for their task isn’t strong enough to keep them engaged. If this is happening, recognize it, take some time to clarify your purpose and your destination, and then let your team know you wish to communicate better as you share your vision more clearly and effectively with everyone involved.

textbook. The marketing department, however, may have new information that invalidates an initial premise or puts your data out of date. Informing them only at completion risks the success of your entire project. Or, your biggest clients may be ready to sell their business and retire, which now means your project underfunded.

Sometimes the best of plans just don’t have the results intended. It happens. Maybe it was due to misinformation, miscommunication, not enough research, too many agendas, a drastic change in the economy, or an unexpected shift in trends to name just a few of the ever-changing facets of being a leader in business. Regardless of why it happened, own the results. Empower your team to help you assess what went wrong, develop the proper benchmarks and guardrails to prevent that from happening again, and then map out a new flight plan to a better destination.

Include progress updates to those who your plans will impact, so that changes can be incorporated along the way. Sure, detours are inconvenient, but navigating them minimizes backtracking and maximizes the effectiveness of your efforts.

5. Collaborate - Share Your Progress For most people in corporate positions, there’s (hopefully) an effective boss who helps ensure there are proper reports on progress, with the responsibility to follow up. What happens, though, when you’re the boss? Who does your project most effect, and who needs to know about the progress of your company, your goals, and your overall destination – your stakeholders? Your staff? Your clients?

Other departments?

Regardless of who your project affects most, it is important to communicate, collaborate, and share your progress. Your strategic plan very well could be a thing of beauty, worthy of a business

Leadership On Course and at Full Speed With the direction of your project embedded in the planning and with contingencies made for changing conditions, you’ll soon see that the extra work in project planning serves productivity. When the runway is clear, your direction is plotted, and your flight plan is filed, you and your team can attain top speeds as you soar to success.

About the Author: Elizabeth McCormick is a Keynote Speaker specializing in Leadership, Sales and Safety presentations. She was recently named #4 on the list of Leadership Experts to Follow Online. A former US Army Black Hawk Pilot, and author of “The P.I.L.O.T. Method; the 5 Elemental Truths to Leading Yourself in Life;” Elizabeth teaches instantly applicable strategies to boost your employees’ confidence in their own leadership abilities. For more information, please visit: www.YourInspirationalSpeaker.com.

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This came to mind when a salesperson called about an order that had arrived a few days earlier. “I want to be sure you received it and know if you have any questions,” she said. When I thanked her for calling, she replied, “I appreciate my customers and thanking them personally for their orders lets them know I care.” We talked for a moment and then she said, “Every customer is important to me. It’s how, as a mother, I can give my kids some extras, like music and dance lessons.”

So simple. So clear. Unlike so many companies, this woman gets it. She wants her customers to know she appreciates their business. Amazingly, all it took was a sincere phone call.

Takeaway: No loyalty points. No “one-day” only discounts. No nonsense. Just the personal touch.

[Source: GrahamComm] APRIL 18 21

22 APRIL 18

edu c ati o n

Certified Insurance Service Representative

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.

LIFE & HEALTH ESSENTIALS 7 WI CE Credits Course # 69351

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 wellbeing of your clients’ families and businesses. Be better prepared to answer questions about analyzing the need for and placement of life insurance.

• • • • • •

Course Instructor

Victor Puleo,PhD., CIC, CFP

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

April 25 – Madison April 26 - Tomah

COMMERCIAL CASUALTY 1 7 WI CE Credits Course # 69334

• • • • •

Essentials of Legal Liability CGL Introduction Commercial General Liability Coverage Parts CGL Other Provisions Additional Insureds

Course Instructor

May 15 – Madison

John Dismukes, CIC, CPCU, AAI, AIS

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

APRIL 18 23

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edu c ati o n

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 APRIL 18

edu c ati o n

New Topics! 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.

April 2018 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

The Things Kids Get Us Into 3 WI CE # 1012440

4/3

12-3p

Kym Martell, CRM, CIC, CRIS, AAI

Cyber Liability: The 21st Century Peril 3 WI CE # 1012636

4/4

12-3p

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

Insuring the Building Project: Builders Risk & Installation Coverage 3 WI CE # 1012638

4/5

8-11a

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

Health and Disability Insurance: Just the Facts 3 CE # 6000022214

4/10

12-3p

Karin Klaassen, CLU, LUTCF

Street Level Ethics 3 WI Ethics CE # 1012437 Utica Approved

4/11

12-3p

Chris Amrhein, CIC

Worker’s Compensation Issues: Common Provisions and Rating 3 WI CE # 6000004677

4/12

8-11a

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

Scary CGL Exclusions 3 WI CE # 6000022435

4/17

1-4p

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

Tricks to Fix: Closing Coverage Gaps in Home, Work and Auto 3 WI CE # 1012435

4/19

1-4p

Kevin Amrhein, CIC

Innovations in Long-Term Care Funding with Life Insurance 3 WI CE # 1012433

4/24

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

A Walk Around the Farm-Farm Liability Considerations 3 WI CE # 6000022370

4/24

12-3p

Sam Bennett, CIC, AFIS, CRIS, CPIA

Hope I Die Before I Get Old 3 WI CE # 6000022417

4/25

8-11a

Chris Amrhein, CIC

Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org APRIL 18 25

edu c ati o n

CRM Financing of Risk August 14-17, 2018 – 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 Financing Risk Quantitative Analysis: Tools and Methods Simple Financing Options Loss-Sensitive Transfer Options Alternative Financing Options Actuarial, Accounting, and Auditing Perspectives Case Study

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 APRIL 18

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.

edu c ati o n

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

COMMERCIAL MULTILINE

April 11-13, 2018

June 20-22, 2018 Conducted at Clarion Hotel – Eau Claire, WI Sleeping Rooms at Hampton Inn $94 PIA rate through 5/19/18 (715) 833-0003

Conducted at West Bend Mutual Insurance Company - West Bend

OPEN to ANYONE! Sleeping Rooms at Hampton Inn $102 PIA rate through 3/10/18 (262) 438-1500

!

L

•

BUSINESSOWNERS POLICY

•

COMMERCIAL INLAND MARINE CONCEPTS & COVERAGES Bernard Neff, CIC, CPCU

L U

•

CRIME COVERAGE & ENDORSEMENTS John Dismukes, CIC, CPCU, AAI, AIS

•

CYBER EXPOSURES & COVERAGES

•

EMPLOYMENT PRACTICES LIABALITY INSURANCE

•

EXCESS LIABILITY/COMMERCIAL UMBRELLA COVERAGES Bettye Buffington, CIC,CRM,CPCU,ARMCPIA,AA

F

Day Two: 8:00 – 5:00

•

AGENCY ORGANIZATIONS

•

UNDERSTANDING & MANAGING FINANCIAL STRENGTH

•

AGENCY PLANNING Bruce McCreadie, CIC, AI, CPIA

•

HUMAN RESOURCES

•

AGENCY PRODUCTIVIITY & EFFECTIVENESS Becky Lathrop, CIC, CPIA

•

LEGAL & ETHICAL RESPONSIBILITIES John Dismukes, CIC, CPCU, AAI, AIS

WI CE COURSE #69165 INCLUDES 4 HOURS OF WI ETHICS / UTICA APPROVED

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

AGENCY MANAGEMENT

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

$415.00 per institute Register at www.piaw.org or call 800-261-7429.

CIC RUBLE SEMINARS

Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) May 16 & 17 / Graduate Ruble / Crowne Plaza – Madison WI October 10 & 11 / Graduate Ruble / Radisson – Green Bay, WI February 13 & 14 / Graduate Ruble / Crowne Plaza – Milwaukee, 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 APRIL 18 27

Wisconsin Legislative Update:

By Jordan Lamb, DeWitt, Ross & Stevens

Assembly Passes Litigation Reform Legislation Part of the PIA state advocacy program is aimed at supporting legislative and administrative reforms that will lower the cost for businesses to operate in the State of Wisconsin. Our guiding theme, established by the PIAW Legislative Committee, is “What is good for Wisconsin business is good for the insurance business.”

As such, we routinely review and support legislation that will provide relief from burdensome litigation. This session, PIAW joined over 30 businesses in supporting 2017 Assembly Bill 733, which includes a number of civil litigation reforms, including amendments to Wisconsin’s discovery and class action rules.

Specifically, this legislation would update Wisconsin’s civil procedure rules for legal discovery and class action lawsuits to match the corresponding federal rules. The goal for this update is to reduce expensive discovery practices and reduce litigation costs for businesses and governmental entities.

Included in the legislation are provisions that will prevent litigants from using the discovery process to leverage higher settlements; require notices to be given for third-parties who are financing litigation; limit discovery of electronically stored information (ESI) to address this ever-increasing volume of information; and decrease the statute of limitations for certain claims.

In addition, under current law, an insurer must generally pay insurance claims within 30 days after the insurer is furnished written notice of the fact of a covered loss, and loss amount and overdue payments must bear simple interest at the rate of 12% per year. The bill changes the interest rate applicable to overdue payments to 7.5% per year.

AB 733 passed the State Assembly in February on a voice vote. It now awaits consideration by the Wisconsin State Senate.

AUTO | CONTRACTORS GENERAL LIABILITY COMMERCIAL AUTO | TNC (Uber, Lyft, etc.)

www.FirstChicagoInsurance.com 708-552-4623 or email JDurkin@FirstChicagoInsurance.com 28 APRIL 18

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 APRIL 18 29

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APRIL 18 31

Why Prospecting Fails and What To Do About It 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, 32 APRIL 18

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 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 mindset 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.

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 do the work of wooing them. It’s also where salespeople come to life and where they’re understood and valued.

What's the picture prospects have of you? Is it fuzzy, confused 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: • 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 • Never stop building your prospect database • Communicate regularly by email, LinkedIn, and Facebook 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.

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.

APRIL 18 33

(Continued from page 12 - The Foundation of a Successful Team)

being able to continue the conversation with a level head. As soon as the voices raise, or tears start to flow each side needs to pause (maybe even step a side for a few moments) to gain their composure so that a civil conversation may continue.

Having conflict in an office is ok; in fact, it’s actually healthy.

However, preventing conflict from turning into heated conflict is crucial to avoid division in an office. If a resolution cannot be found with the two parties sitting down and talking it out, then it is time to bring in a mediator. Often times this will be the doctor or the office manager. Whoever it is, they need to remain as neutral as Switzerland. The mediator cannot and should not pick sides, and the same ground rules apply. Everyone wants to work in a happy,

peaceful environment, so it’s important to talk it out.

ABOUT THE AUTHOR: Chris Ciardello is a practice management consultant with Global Team Solutions. Passionate about sharing his expertise in technology and marketing, Chris has a distinctive knack for understanding the needs of office environments and assisting companies in building productive, cohesive teams. He began his career in dentistry as an office manager after graduating from the University of Texas, San Antonio with a BA in marketing. For more information on Chris Ciardello, please visit: www.GTSGurus.com.

With Your PIAW Membership, You Receive a Discount on Child ID Kits, Order Today!

Imagine the impact on your customers, school leaders and your community when they see that you are providing this valuable service! Certainly you will enhance your reputation as a professional insurance agent. Advertise a Child ID Day at your agency, take them to the local festival, take them to the school or go in with the local police or fire department to create a child safety awareness program. The possibilities are limitless.

Each kit has space for you to print or stamp your agency information and also enough space for you to utilize a company logo if you have co-op advertising dollars available from your carriers. I’m certain the carriers would be proud to have their name associated with such a terrific program.

Ways to use the Child ID Kits as a Promotional Tool for Your Agency • • • • • • •

Team up with your local police department, service organizations such as the Rotary or Boy Scouts and Girl Scouts, to distribute the kits. They may have events scheduled where you can hand them out or include them with a packet of materials.

If your town has a “Welcome Wagon” or similar type program, see if you can include the ID kits in the basket. If your community doesn’t have that type of program, some realtors and home builders will leave a welcome basket for the new home owners. Check with them to see if you can include the ID kit.

Send the Child ID kits to your clients or potential clients that have children. This would be a great way to keep your agency’s name in front of them.

Talk to your local schools and see if they will distribute them to each child. Maybe the PTA would allow you to hand them out at the next meeting.

Have them on hand at your agency. When a client with children comes in to discuss a policy give them an ID kit with their copy of the policy.

Mail clients with children an ID kit with their renewal forms.

If you know that one of your clients is expecting or recently had a baby, include the ID kit with a congratulatory note.­­

PIA of Wisconsin has made arrangements for our members to purchase these kits for only 75¢ each. There is no minimum or maximum order. To order, visit www.piaw.org, you can find the order form under the "Member Benefits & Resources" tab.

34 APRIL 18

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?

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.

Q: What technology resources do you offer?

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: Chris Illman I cillman@robertsonryan.com I 800.258.0277 I www.RobertsonRyan.com

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

Utica National and Agents Service Corporation can help. More than 10,000 agencies have placed their trust in Utica National over the last 50 years because they offer:

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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

combination of protection and premium you need!

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

APRIL 18 35

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

Since 1878

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

APRIL 18 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

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. 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

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. 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

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 APRIL 2018

MAY 2018

11-13

15

CIC Commercial Multiline West Bend, WI (20 WI CE)

FULL!

25

CISR Life & Health Essentials Madison, WI (7 WI CE)

26

CISR Life & Health Essentials Tomah, WI (7 WI CE)

JUNE 2018 6

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

CISR Personal Auto Rothschild, WI (7 WI CE)

16-17

CISR Personal Auto Madison, WI (7 WI CE)

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

7

19

CISR Agency Operations Eau Claire, WI (7 WI CE, 1 is Ethics)

20-22

CIC Agency Management Eau Claire, WI (20 WI CE, 4 of 20 are Ethics)

27

CISR Commercial Property Green Bay, WI (7 WI CE)

28

CISR Commercial Property Waukesha, WI (7 WI CE) 38 APRIL 18

JULY 2018 24

CPIA 1 - Position for Success West Bend, WI (7 WI CE)

25

CPIA 2 - Implement for Success West Bend, WI (7 WI CE)

26

CPIA 3 - Sustain Success West Bend, WI (7 WI CE)

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!

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

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Part-time

Magazine

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Agency Information: Agency Type:

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Top 3 P&C Companies (list in order)

o Partnership

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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.

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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.