June 2018 Wisconsin Professional Agent

PROFESSIONAL AGENT June 2018

What's Inside?

The YPC Scholarship Golf Outing Provides up to $25,000 for Insurance Scholarships.

Registration materials inside

Documentation...................11 Your Sales Career...............13 Convention Highlights.....16 Want to Wow at Work?....18 Young Professional of the Year.............................20 Education Section..............23 WI Legislative Update.......28 PIAW BOD Nominees........29 Breaking Up Isn't Hard to Do............................32 Keep Customers Coming Back........................34 PIAW Members Donate 832,000 Hours......................37

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

FEATURED MEMBER BENEFIT:

Radio Advertising See details on page...... 31

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From the

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

This is your Livelihood This year, Wisconsin could experience a potential political shift in who is making critical decisions in our state. All 99 State Assembly seats and 17 of the 33 State Senate seats are up for election in November. Of course these seats are important to how you are able to assist your customers and run your business.

The PIA and our lobbyists are constantly monitoring new bills and potential changes that affect the insurance industry and small business owners who are members of our association. Our association’s lobbyists work hard to be heard and seen by various legislators so that we can help them effectively make the decisions that affect our livelihood.

PIAW wants to increase our support for candidates running for reelection who have shown our association that they support Wisconsin businesses and the issues our members are dealing with every day. The best way to do this is to contribute as a group.

Bigger numbers get attention.

Our association consists of over 600 agencies, which probably equates to over 4000 individual members. Think of the impact if we can get each member to contribute at least $10 to the PIA Legislative Conduit. $10 is less than one lunch out. This gives us, PIAW, the opportunity to support many candidates with enough

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impact to get noticed and show that we are a group that cares about our livelihood and industry.

PIAW has now made this contribution easier by now accepting credit cards, PayPal online, as well as checks by mail. Go to PIAW.org, click on the “PIA Legislative Activities” red box on the right hand side of the page. This will bring you to the Legislative page, scroll down to “Donate”. Here you will be able to enter your contribution to the PIAW Legislative Conduit. No distributions are made without express direction from the contributing member.

Please remembers, all contributions to the conduit must be personal contributions. The conduit cannot accept corporate contributions.

However, corporations can make contributions to Independent Expenditure Committees and to state legislative campaign committees. If you are interested in options related to making a corporate contribution, please contact Ron Von Haden at PIA. This is a big year in the both the Assembly and Senate. Together we can impact how decisions are made by supporting the candidates that support our “livelihood”.

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.

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Memos from

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

PIAW's Errors & Omissions Insurance... Protect Your Greatest Asset.

I DON’T UNDERSTAND why some insurance agents risk the greatest asset they own and treat themselves worse than they treat their customers. I am referring to the purchase of their agency’s Errors & Omissions insurance.

have a cadre of professional attorneys who handle E&O claims daily? If you have a Utica policy, all these provisions are included.

If you have a cut rate, inferior policy, you better hope you and your staff never, ever make a mistake.

Most PIAW members buy their E&O through the PIA office and have coverage through Utica Mutual or one of our other markets.

We insure some of the smallest agencies in the state and some of the largest. Our coverage forms and rate structure are designed to protect your most valuable asset….what you have struggled to build for all your insurance life. You will not find a more comprehensive coverage form in the standard E&O marketplace.

Buy your coverage through your professional association and sleep well tonight.

But, there are agents who merely want a piece of paper to show their carriers that they have E&O, without regard to the coverage form. We see it when an agent says they found coverage on the internet or through an email or direct mail solicitation. These agents look for one thing only…price. They are doing to themselves exactly what they would never do to their customers.

Imagine telling a customer that they should buy a Form 2 Homeowners policy instead of a Form 3 because they could save a few dollars! No professional agent would intentionally put their customers’ greatest asset at risk so why do agents put their own greatest asset at risk?

Check your E&O policy. Does it have a “consent to settle” clause?

Does it have a true diminishing deductible provision? Is it a reimbursement policy (not many agents could pay a huge claim and wait for their carrier to reimburse them)? Is it a claims made form versus a claims made and reported form? Does the carrier

4 JUNE 18

DOCUMENT TEXT CONVERSATIONS ON YOUR SMARTPHONE. A recent article by Steve Anderson in TechTips dealt with documentation of text messages on your smartphone. We all know that documentation is extremely important and when a client is communicating with you through text you need to find a way to document those conversations in your agency management system. One way that agents do this is by sending an email or a screenshot of the conversation to their desktop.

The article discussed two phone apps available to streamline this documentation process for texts. The apps are “Mail to Self” for iphone users and “Mail Myself” for android users. Whenever you have a link or other content you want to send to yourself, you merely tap the Mail to Self icon or the Mail Myself icon in the share extension, and an email with the body text will automatically be sent to your email address. If you are not currently documenting text conversations, give one of these apps a try and if you are using something else you may want to look at these apps to see if it would streamline the process for your agency.

AND REMEMBER….. Experience is what you get when you don’t get what you want.

PIA provides me with opportunities to strengthen my leadership skills and meet people who can help me succeed.

Grams Insurance Agency Edgerton, WI

I AM PIA. When JULIE ULSET bought her agency, the first thing she did was join PIA. The contacts she made through PIA provide her with valuable intelligence and even helped her get a new company.

Now that’s a smart move!

FIND OUT WHY IT PAYS TO JOIN PIA. WHEN YOU DO, YOU’LL BE PIA, TOO!

www.iampia.com

From the

Boardroom

By John Klinzing, CIC, CPIA, Director of PIAW

PAY IT FORWARD Pay It Forward Day is a global initiative that exists to make a difference by creating a huge ripple of kindness felt across the world. Of course, the hope is that people pay kindness forward every day and make each day a little bit brighter. The belief was that various small acts, when multiplied by millions of people can literally change the world for the better. For this year’s international “Pay it Forward” Day (PIFD), they had aimed to inspire over 10 million acts of kindness around the world.

Imagine the difference that would make with everyone! When Wisconsin became a Pay if Forward state in 2012 and then along with the USA and 85 other countries, you have to ask yourself, what is going on in this world today?

As I look back and reflect on the recent April 28th, 2018 National Holiday, known as “Pay it Forward” day, I ask myself, “why is this not an everyday holiday”? With all the dissention between the different political, socio-economical, # me first, and all other individual causes and identified groups; it seems like we have lost what truly matters most today, helping others and being good communicators. Believe me when I say it, there is nothing wrong with believing in and/or getting behind some issue or cause you have a strong feeling about or for, but the civil discourse today is almost intolerable. I welcome the day we can all get back to level headed conversation on issues and agree to disagree, but walk away as friends.

Alright, I’ll step down off of my soapbox and get back to my point of Paying It Forward. You all were most likely asking yourself, what has this to do with me, and our daily activities in this great profession of insurance! Well for starters, the insurance industry is one of the most philanthropic businesses in the country. If you don’t believe me, google search “impact_win15 and just look at the wonderful things we do as an industry.

We (The PIA) as an organization made up of its members (you and I) give back or “Pay It Forward” by volunteering within our agency offices, companies and you’re very own State Association. Without the commitment you all provide and give by serving on the various committees, task forces, and at the various conventions and outings, we would not be able to do it without you! So for this, I say “thank you” for Paying If Forward.

As I have had the distinct privilege of serving you all for the last six (6) years as a Board of Director and an Education Chair for four of those years, I’m truly grateful for the new friendships made and the contributions you allowed me to afford this great organization. Remember, if you have not yet stepped up and Paid It Forward to your PIA of WI, please do so! The reward of giving back will come back to you ten-fold.

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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 JUNE 18

THE HARTFORD’S FLOOD PROGRAM

PIA MEMBERS - ACCESS THE TOOLS, TECHNOLOGY AND SUPPORT YOU NEED TO GROW YOUR FLOOD BUSINESS The Hartford and PIA have joined together to make it easier for PIA member agents to provide their clients with flood coverage through The Hartford. The program is available to PIA members and their policyholders in all 50 states and Puerto Rico.

HELPING YOU MARKET • On demand training • Webinars • Marketing materials and newsletter • Dedicated Flood Sales Executive • Access to Transfer Consultant – we make moving your flood business to The Hartford easy • Access to Training Consultant – we help you build flood expertise ADVANCED TECHNOLOGY FOR EASE OF DOING BUSINESS • Flood zone determinations • SEMCAT and Vertafore integrated flood quote technology • Electronic application submission • Assistance in obtaining elevation certificates • Technological upgrades due to legislative changes MEASURING YOUR SUCCESS • Claims reporting • Policy database download and maintenance • Electronic movement of premium and commission funds • Increased revenue with competitive commissions • Reports on demand • Repetitive loss review

THE PIA ADVANTAGE When you participate in PIA National’s official flood insurance program from The Hartford, you have the power of PIA behind you.

PIA’s dedicated staff is ready to help if you need assistance. And, you’ll have access to The Hartford’s Flood Insurance Marketing Support Center.

CONTACT US For more information about The Hartford’s Flood Insurance program for PIA agents, contact The Hartford’s National Flood Sales Manager: Joe Surowiecki Phone: 860-547-5006 Email: Joseph.Surowiecki@thehartford.com

LEARN MORE AT PIANET.COM/HARTFORDFLOODINSURANCE.

The Hartford® is The Hartford Financial Services Group, Inc. and its subsidiaries, including issuing companies, Hartford Fire Insurance Company, Hartford Insurance Company of the Midwest and Hartford Underwriters Insurance Company. Its headquarters is in Hartford, CT. All policies are written subject to the National Flood Insurance Program. Please note that this product is available in most states. Features and credits may vary by state. For simplicity, this brochure does not include all the features, exclusions and limitations of the policy. For full information, The Hartford suggests that you read your policy or consult with your independent agent. On all losses and claims, policy terms apply. All information and representations herein are as of March 2018 PLA245-1 © March 2018 The Hartford Financial Services Group, Inc. All rights reserved.

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 Justin J. Anderson, 2940 N. 38th St., Milwaukee, WI 53210, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

D'Juane A. Anthony, 7054 Burcot Ave., Apt. 34, Las Vegas, NV, 89156, had her application for an insurance license denied and her request for an administrative hearing dismissed. These actions were 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 Wisconsin on a licensing application, and failing to appear at a scheduled administrative hearing.

Katelyn M. Arneson, R5833 Partridge Rd., Athens, WI 54411, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Amanda R. Austreng, 424 2nd St. N., Stevens Point, WI 54481, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Derrell L. Connor, 639 Oliver Ct., Verona, WI 53593, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Sonda V. Criss, 3276 N. 53rd St., Milwaukee, WI 53216, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jonathan J. Deeslie, 1471 Tullar Rd., Apt. 11, Neenah, WI 54956, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Kevin B. Eldreth, 211 Taylor St., Little Chute, WI 54140, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

8 JUNE 18

Desmond L. James-Jones, 2010 Tommy Ln., Missouri City, TX 77489, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Stephen M. Johnson, 316 Northway Dr., Sun City Center, FL 33573, agreed to the 60-day denial of his insurance licensing application, and agreed to certain OCI reporting, licensing application, and response requirements. These actions were taken based on allegations of having administrative actions taken by the states of Arizona, Minnesota, and the National Association of Securities Dealers (NASD) and failing to accurately complete a licensing application.

Alexus M. King, 7114 W. Appleton Ave., Lower, Milwaukee, WI 53216, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Elizabeth A. Klitzka, 2078 Memorial Dr., Apt. 207, Green Bay, WI 54303, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Edward A. Klug, 100 W. Lawrence St., Ste. 106, Appleton, WI 54911, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Corrine S. Kunz, 4348 W. Tarrytown Ln., Mequon, WI 53092, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jeffery Lewis, 2700 Philadelphia Rd., Edgewood, MD 21040, was ordered 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 administrative actions taken by the states of Idaho, Delaware, and South Dakota.

Ryan Lewis, 1324 S.W. Surrey Trace, Lee's Summit, MO 64081, was ordered to pay a forfeiture of $1,000.00 and was ordered to timely and fully report to OCI all matters requiring disclosure.

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

Christopher D. Martin, 8424 N. Fox Croft Ln., Fox Point, WI 53217, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Brian R. Messman, 639 Constitution Ln., DeForest, WI 53532, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Clifford D. Morgan, 1064 Laurel Creek Dr., Chesterton, IN 46304, was ordered to pay a forfeiture of $500.00 and was ordered to timely and fully report to OCI all matters requiring disclosure. These actions were taken based on allegations of failing to timely report administrative actions taken by FINRA and by the state of California.

Matthew J. Neuhaus, 740 Poplar Way, Verona, WI 53593, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jillian A. Newes, 1601 Heggen St., Apt 210, Hudson, WI 54016, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

David J. Norwood, 2025 Bark River Ct., De Pere, WI 54115, agreed to the voluntarily surrender his Wisconsin insurance license and agreed to pay a forfeiture of $500.00 if he reapplies for licensure.

These actions were taken based on allegations of failing to timely report to OCI felony charges and convictions, as well as an administrative action taken by the state of California, and failing to disclose them on a licensing renewal application.

Jesse T. Poetzl, W8014 Floral Ln., Beaver Dam, WI 53916, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to timely disclose a criminal charge to OCI while previously licensed.

Amanda E. Powell, 4007 45th St., Kenosha, WI 53144, had her application for an insurance license denied. This action was taken

based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct, misrepresenting information on a licensing application, and having unpaid money judgments.

Katherine K. Rosencutter, 6826-53rd St., Unit 28, Kenosha, WI 53144, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Richard D. Schutkin, 11343 N. Glenbrook Ln., Mequon, WI 53092, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jennifer L. Seelig, 4828 Vista Park Ct., Apt. 8, Nashotah, WI 53058, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Ryan S. Shadel, 711 Beach Blvd., Apt. 1316, Jacksonville Beach, FL 32250, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Lanysia S. Smith, 1341 N. 36th St., Milwaukee, WI 53208, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Dale R. Thompson, P.O. Box 1112, Cumberland, WI 54829, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Zabrina Thompson-Smith, 1002 N. Pine St., Sun Prairie, WI 53590, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Kaonjaletta Turner, 1586 Hillside Rd., Cambridge, WI 53523, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jamal J. Washington, 2033 N. 32nd St., Milwaukee, WI 53208, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Chad M. Welch, 1403 Orlando Dr., Green Bay, WI 54313, had his applications for an insurance license and a federal crime waiver denied. These actions were taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct.

Michael E. Westcott, 1312 Sherwood Cir., Wausau, WI 54403, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Allegations and Actions Against Companies Adair, MacClellen, Alexandria & Associates, LLC, 85 N.E. Loop 410, Ste. 415, San Antonio, TX 78216, agreed to rescind its Employee Benefit Plan Administrator (EBPA) licensing renewal application, agreed to the cancellation of its Wisconsin insurance license, agreed to not re-apply for licensure for a period of five years, and agreed to

fully comply with all OCI requests for documentation. These actions were taken based on allegations of failing to respond to information requests from OCI and failing to provide evidence of financial solvency.

[Continued on page 31] JUNE 18 9

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11 JUNE18 18 11 JANUARY

Make sure Your Sales Career is the Exception, not the Rule

By John Chapin To be successful in the world of selling you need to be a contrarian. In every industry successful salespeople are the exception, not the rule.

In the insurance field only about 20% of the agents who start are still agents ten years down the road. In real estate, the average Realtor sells three houses a year, and even though some may stay in the business because it’s the family’s second income, and the company allows them to, three houses a year is poverty-level income. In the corporate world, most salespeople don’t make quota and in many cases, even those that do aren’t making six figures. That’s the bad news. The good news is: the top people in sales make tons of money and most have really good lives as a result. The other piece of good news is that success or failure, with rare exception, is completely up to the individual. Sales truly is the highest paying hard work and the lowest paying easy work and the reality is: those that don’t make it never make the commitment to put in the necessary work to be successful. All of that said, here are a few thoughts to entertain in order to be successful.

Five Ideas for Sales Success Idea #1: You must embrace the suck.

Like homework as a kid, or eating your Brussel sprouts, there are some things in life that you don’t want to do but you have to. Sales in the same. Whether it’s paperwork, computer work, planning, or calls sheets, there will be things you don’t want to do but you have to. Even some sales related activities aren’t fun. I don’t know a ton of people who love to prospect or cold call, me included, but if you don’t prospect, ultimately you don’t make the necessary sales. The things you don’t like doing, or even downright hate, aren’t going away and no amount of whining or complaining is going to change the fact that you need to do them, so accept them as necessary evils, get them done, and move on.

Idea #2: You must embrace failure and rejection.

As human beings this one is tough. Acceptance by others is hardwired into our DNA. Thousands, and perhaps even hundreds, of years ago if we weren’t accepted by the group, we died alone out in the wilderness.

In the 21st Century this is no longer true. Yet, most of us, especially salespeople, still have a major need to be liked and accepted. Most of us have moderate to severe approval addiction. Couple with that the sayings we learned as kids such as, “Don’t talk to strangers.” We are no longer small children who can be stolen and yet most people act as if they are and can’t even make eye contact with a stranger walking by.

It’s time to recognize these adolescent, false fears and stop acting as if they are real. It’s also time to recognize what lies on the other side of failure and rejection: massive success. We all know the stories about Babe Ruth striking out more than anyone, while also hitting the most homeruns, and Michael Jordan missing the most game-winning shots, while also hitting the most. You must see each failure and rejection as a stepping stone to the next sale. Every call, whether a yes or no, gets you closer. You’ve got to change your definition of failure, just like Edison who saw his missed attempts as education instead of failure.

Though Thomas J. Watson probably said it best, “If you want to increase your success rate, double your failure rate.”

Idea #3: You must embrace discomfort and fear.

What’s interesting is that the psychological fear felt while cold calling causes the same reaction in the body as someone exerting themselves physically, on a long run for example. This feeling is one of selfpreservation. It tells the individual to stop cold calling just as it tells the runner to stop running. From a physical standpoint, when running or pushing ourselves physically, this feeling is created by physical discomfort and first kicks in when we have expended about 40% of our physical capacity. In other words, we have another 60% to go. From a psychological standpoint, when exerting ourselves mentally, facing a fear while cold calling for example, this feeling is created by fear and usually kicks in before we even begin our task. In both cases we need to override the discomfort and fear if we are going to grow, expand, [Continued on page 14] JUNE 18 13

[Continued from page 13 - Your Sales Career]

and become more physically and mentally. Everything you want is through your fear and outside of your comfort zone.

Idea #4: You must embrace challenges and curveballs.

Challenges and curveballs make you better, stronger, smarter, and more resilient. The more you face and overcome, the more you can face and overcome. Just as the strongest trees are made in the strongest winds and adverse weather conditions, the same is true for humans. Obstacles you face, and ultimately overcome, are the like the fire that tempers the steel, they make you tougher and more capable. While I’m not suggesting you hope for the flat tire, the health issue, or any other of lives problems that you will encounter on your journey, do your best to rise to the challenge, embrace them, and let them build a better you.

Idea #5: You’ve got to play mind games with yourself.

The above ideas are going to require you to fly in the face of a lot of what you’ve been taught over the years. They’re going to force you to be a contrarian and see good in bad, and blessings in hardship. That is the champion’s edge. The ability to turn adversity into motivation. Not just in sales, but everywhere in life. What drives champions, what drives you, is ultimately what you’re fighting for, why you get up in the morning. Is it for the things you

want: the cars, houses, money, and the feelings those give you?

Is it to prove yourself to yourself and/or others? Or is it for the people in your life: kids, grandkids, parents, friends, or even future generations? Is it about how you’ll be remembered once you’re gone, the mark you left on the world?

Remember, life will pay whatever price you ask but it’s not just going to give you the prize without paying your dues, without being committed, without deserving success, without stepping out of your comfort zone, facing your fears, and going after it. Life will test you again and again to make sure you’re worthy. Every single day you’re going to have to put your helmet on, fasten your seatbelt, ride the roller coaster of life, and go get it.

John Chapin is a motivational sales speaker and trainer. For his free newsletter, or to have him 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. You can reprint provided you keep contact information in place. E-mail: johnchapin@ completeselling.com

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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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Access to staff, including a claims team, who is dedicated 100% to Agents’ E&O Tailored levels of coverage based on your needs Risk management services that stay ahead of emerging issues to help you prevent claims A variety of ways to pay your premium without premium financing or interest charges

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.

JUNE 18 15

Convention Highlights Course Highlights!

9 Wisconsin CE to Choose From, Plus a Sales Track!

Register today at piaw.org Thursday – August 2 8:00 – 10:45 a.m.

Concurrent Sessions



“How to Turn Anyone’s Service Mindset into a Sales Accelerator using Five Letters, Four Circles and Fourteen Words” Although this program title is cryptic, the take away lessons for participants in this session are simple, rocksolid and based on decades of research in behavioral psychology. You will leave with immediate action steps that high-performing CSRs all over the country use to sell while they serve.

Sheldon Snodgrass, MBA (no CE)



“Cyber Liability” Evolving Market, Market Growth, Recent Events, Claim Scenarios, Policy Language, Carriers, Limits, Data Breach Calculators, E&O Issues James Kuerschner, CIC, Society Insurance (3 WI CE #6000018527)

3:15 – 5:00 p.m.

Concurrent Sessions



“Sales Change=Behavior Change” Master a three-part method to strengthen the habits that serve you and replace the ones that don’t. Based on pioneering research in the field of human performance this session explores the fundamental elements of habit patterns that shape our results at work and at home. You will leave with a fill in the blank framework to help you amplify the habits that serve you and transform the ones that don’t.

Sheldon Snodgrass, MBA (no CE)



“Intro to Cyber Insurance” Evolution of Cyber Coverage, ABA Insurance Services Experience, Targeting Small Business, Seven Exposures, Policy Structure and Other Considerations Lisa Micciche, CPA, David Rupnow, CPCU, RPLU ABA Insurance Services (2 WI CE #6000022755)

Friday – August 3 8:30 – 10:30 a.m.

Concurrent Sessions



“Understanding Cybersecurity, Breaches, and Complications” While breaches of large and well-known organizations are commonly in the news, organizations of all sizes are targets. By relating its experiences from conducting forensic investigations and responding to real-world incidents Sikich will show the tools and techniques commonly used. Also, indicators, what to do, recommendations and tools to evaluate and test your security posture.

Kevin Bong, Sikich LLP (2 WI CE #6000023795)



“Life, The Next Generation” This course will expose participants to concepts in Life Insurance including the basics of various types of Personal and Business Life Insurance as well as changes in product offering, policy types, policy riders, and life insurance trends. Discuss the concepts used by insurance companies to price and underwrite common types of Life Insurance including contractual elements and how these policies should be used by agents and integrated into consumer’s insurance needs for better overall consumer protections. This course targets all levels of insurance professionals including beginners and seasoned veterans.

Todd Davis, CIC (2 WI CE #6000026305)

10:45 – 11:45 a.m.  “FBI on Cyber Crimes” Special Agents of the FBI and a federal prosecutor will discuss computer crime risks and how the FBI is able to respond to them. They will look at specific recent examples, investigations, prosecutions and trials. The agents and prosecutors will show how they cooperate with victims to seek justice and financial recovery. (no CE) 16

JUNE 18

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.

Want to Wow at Work?

3 Secrets From The Business Magician By: Kostya Kimlat Have you ever done something difficult at work, but made it look easy? Solved a problem, helped a client or negotiated a deal in a way that astounded your colleagues? Felt amazing, right? Inspiring delight and wonder is powerful, even addicting. It’s what drives magicians to do what they do and why people love them for it.

What most people don’t realize about magic shows, though, is that it’s not all props and performance. To truly surprise and delight, a seasoned magician uses his or her mind. And you don’t have to run away with the circus, or even learn a single magic trick, to apply magical thinking to your business or career.

I’ve been a magician for over 20 years, specializing in teaching businesses the secrets of magic and how those insights can improve communication, sales and client relationships. As a speaker, trainer and facilitator, I teach that magic is a rich source of thinking tools. Those tools apply to any organization and any industry, but they also apply to individuals. You can make magic work for you, at work.

To prove it, I’m going to share a few magicians’ secrets that can help you improve your career in the following areas: • • •

Innovation and lateral thinking Perception management Social intelligence

18 JUNE 18

Innovation and lateral thinking Magicians have always had to work backwards: They come up with a surprising effect and then devise a means to accomplish it. They must consider all mental, visual and physical tools available. That’s why magicians were the first to employ mirrors, magnets, and electromagnets, and why they are often a decade or two ahead of the mainstream in using new technologies or scientific principles to surprise their audiences.

And to continue astonishing people, a magician can’t stick with the same tactics. Their tricks must constantly evolve, but - here’s the key - their approach to developing new material stays the same: Magicians start the creative process by acting as if anything is possible.

They don’t limit themselves.

To be creative and innovative, you have to be able to see existing resources as more than they are, you have to seek methods and technologies unknown to you (and maybe to others). You can’t do any of those things when you decide preemptively that any end goal - a new product, service, client or corporate structure - is outside the range of what’s possible.

Magicians start the creative process by expanding that range to include anything and everything. That mindset is the takeaway that you can apply in the workplace, whether you directly manage 30 people

or write code for a living.

Perception Management However creative, no magician’s trick is complete with only physical tools and technologies. To fool someone, a magician has to do something the other person doesn’t know, recognize or perceive. Knowing and managing an audience’s perceptions are what make the trick.

Similarly, to be the most magical person in your office, it’s not enough to just be creative. You must also accurately understand what people around you perceive - what they believe and expect.

If you’re going to communicate better, produce better, manage better or sell better, you need to know what others see. How? The Fortune 500 companies I consult with might perform surveys of thousands, but you can collect this information easily (and much more quickly) if you’re OK with informal feedback.

Before an important meeting with a client, your boss or employees, perform your own survey. Do some digging on what your investors believe about your company before you present. Find out what delighted or disappointed at the last board meeting - and why.

Simply taking the time to do this will put you ahead. Do the work beforehand to more deeply understand what others believe they know, how they see you and what they are looking for, and you’ll be able to deliver and even dazzle by going beyond expectations.

Social Intelligence Really successful magicians aren’t just good at tricks. They’re great entertainers. They pull people in. They enchant. Why? They read people in a way others don’t. They take our second secret a step further. Perception management - the ability to understand how people perceive you and what you do - is a skill that can be learned, developed and refined. Practice taking others’ perspective long enough and you’ll develop a powerful tool: social intelligence.

Magicians influence imaginations and suspend reality, but influencers

of all types practice the kind of empathy that rises to the level of social intelligence. Being a great thinker doesn’t just mean having great thoughts; it’s understanding and anticipating the thoughts of others.

It’s knowing how they think and feel and making informed guesses on how they will react. It’s about being ready instead of reacting in panic. And you can do the same thing at the office.

Constantly assess what those above, below and beside you are perceiving, what they expect and how they feel. Do this not just during crucial moments, but at every point of interaction. Do it well enough and it will be what sets you apart. It will become your magic, your own wow factor.

What being magical at work really means Now, I realize magicians are known for fooling people. That’s part of the performance and the fascination. A magician is, as Carl Germain wrote, the only one honest about his lying. But magic is not just a matter of technical, mechanical or visual trickery. Magicians see people differently. That’s my core message: Learning to Think Like a Magician™ can help you avoid misperceptions and miscommunication by more deeply considering others.

Being more magical at work isn’t about deception or manipulation; its about being better at how you communicate and collaborate. And you don’t need any cards or wands to create magical experiences.

With these three magician’s secrets, you can amaze your co-workers by bringing innovation and lateral thinking to your job, wow them by anticipating what they’re going to think or say at the next meeting and astonish them with your masterful ability to connect and communicate with anyone you meet.

ABOUT THE AUTHOR: Kostya Kimlat is a keynote speaker and corporate magician who fooled Penn & Teller on their hit TV show, “Fool Us”. Kostya speaks to businesses about how to Think Like A Magician™ to improve sales and customer service. For more information about Kostya Kimlat, please visit www.KostyaKimlat.com

JUNE 18 19

20 JUNE 18

PIA of Wisconsin Vice President Matt Cranney accepts a $1,000 check from a representative of Rough Notes, sponsor of the National Young Agent award.

Matt delivered an inspiring acceptance speech to the large crowd of attendees at the awards ceremony. Wisconsin is very proud of Matt, his accomplishments, commitment and involvement in PIA of Wisconsin.

JUNE 18 21

Acuity Loves You! PROUD TO PARTNE R WITH TH E BE ST INDEPENDENT AGE NTS IN TH E BUSINE SS!

Certified Insurance Service Representative

Open to Anyone!

AGENCY OPERATIONS 7 WI CE Credits, 1 of 7 is Ethics. Course # 69356 / Utica Approved

This course can transform you into an indispensable team player. As you work with colleagues and customers, you’ll discover an enhanced self-assurance and a greater understanding of the dynamics within insurance organizations. Also, understanding how agencies function is essential training for both insurance agency and company personnel.

• • • • • • •

Course Instructor John Dismukes, CIC, CPCU, AAI, AIS

Legal & Ethical Requirements The Insurance Agency The Insurance Industry and Marketplace Communication Agency Workflow Account Management Errors & Omissions

June 19 – Eau Claire

COMMERCIAL PROPERTY 7 WI CE Credits. Course # 69332

Commercial property insurance is one of your business customers’ greatest concerns. You’ll improve your cross-selling abilities with up-to-date knowledge of commercial property coverage and reduce E&O exposures.

Insuring Commercial Property gives you the skills to address these issues with greater ease and confidence.

• • • • •

Course Instructor Patti Gardner, CIC, CRM, CPCU

Fundamentals of Commercial Property Insurance Building and Personal Property Coverage Form Causes of Loss Forms Basics of Time Element Insurance Basics of Commercial Inland Marine Insurance

June 27 – Green Bay June 28 – Waukesha

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.

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

$170 Per Course Includes Lunch

CIC RUBLE SEMINARS

Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) 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 JUNE 18 23

edu c ati o n

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 JUNE 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.

June 2018 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Current Trends & Changes: The Homeowners & Auto Marketplace 3 CE # 1012431

6/5

12-3p

Kym Martell, CRM, CIC, AAI

Certificates of Insurance (including NEW WI Law!) and Additional Insureds: Making Sense of it All 3 WI CE # 6000023796

6/7

12-3p

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

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

6/12

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

Flood Insurance – FEMA Approved 3 CE # 1011252

6/13

8-11a

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

12-3p

Sam Bennett, CIC, AFIS, CRIS, CPIA

12-3p

Chris Amrhein, CIC

8-11a

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

A Walk Around the Farm-Farm Property Considerations 3 WI CE # 6000004089 Hope I Die Before I Get Old 3 WI CE # 6000022417 Emerging Risks and Their Insurance Solutions 3 WI CE # 6000027109

6/13

6/14

6/19

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

6/19

12-3p

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

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

6/20

8-11a

Karin Klaassen, CLU, LUTCF

Catastrophe: The Coverage Expertise You’ll Need When it Matters Most 3 WI CE # 6000027158

6/20

12-3p

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

Street Level Ethics 3 WI Ethics CE # 1012437 Utica Approved

6/21

12-3p

Chris Amrhein, CIC

E&O Reasons and Solutions 3 WI CE # 6000018528 Utica Approved

6/26

8-11a

Becky Lathrop, CIC, CPIA

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

6/26

12-3p

Kevin Amrhein, CIC

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

For an upcoming schedule and to register, visit the Education tab at www.piaw.org or call 1-800-261-7429.

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

AGENCY MANAGEMENT

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 •

AGENCY ORGANIZATIONS

•

UNDERSTANDING & MANAGING FINANCIAL STRENGTH

• • • •

COMMERCIAL PROPERTY September 19-21, 2018 Crowne Plaza Milwaukee Airport – Milwaukee, WI 414-764-5300 $109 PIA room rate through 8/19/18

•

COMMERCIAL PROPERTY COVERAGE FORMS & ENDORSEMENTS Kevin Amrhein, CIC

AGENCY PLANNING Bruce McCreadie, CIC, AI, CPIA

•

COMMERCIAL PROPERTY CAUSES OF LOSS FORMS John Dismukes, CIC, CPCU, AAI, AIS

HUMAN RESOURCES

•

EQUIPMENT BREAKDOWN

AGENCY PRODUCTIVIITY & EFFECTIVENESS Becky Lathrop, CIC, CPIA

•

TIME ELEMENT COVERAGES Patti Gardner, CIC, CRM, CPCU

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

WI CE COURSE #69165 INCLUDES 4 HOURS OF WI ETHICS / UTICA APPROVED Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

WI CE COURSE # 1012423 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.

JUNE 18 27

Wisconsin Legislative Update:

Wisconsin Representatives Carry PIA's Insurance Issues to Washington PIA of Wisconsin representatives travelled to Washington D.C. in April to attend the Federal Legislative Summit. Hundreds of PIA members from across the country made their presence known when they descended on the nation's capital to express opinions on issues critical to our industry. Federal Flood insurance, Crop insurance, State Regulation of the business of insurance, the value of agents in health care reform and promotion of small business issues were front and center as the Wisconsin delegation visited the office of each U.S. Senator and Congressperson from our state.

Jodi Cords, Matt Cranney, Sean Paterson, Julie Ulset, Dennis Kuhnke, Brain MacGillis, Sandy Hardrath, Ken Werner and Ron Von Haden made the trip to represent Wisconsin agents.

(L-R) Brian MacGillis, Dennis Kuhnke, U.S. Congressman Mark Pocan, Julie Ulset, Matt Cranney and Sandy Hardrath took time for a photo after meeting with Rep. Pocan at his office.

In the photo above, Ken Werner, Jodi Cordes and Sean Paterson prepare for a meeting with Speaker Paul Ryan's staff at his D.C. office.

28 JUNE 18

ANNUAL MEETING NOTICE AND NOMINATIONS COMMITTEE REPORT The Annual Meeting of the Professional Insurance Agents of Wisconsin, Inc. will be held at 11:00am on Thursday, August 2, 2018 at the La Crosse Center, La Crosse, Wisconsin. At that meeting, the Nominations Committee will place the following names in nomination for election to the Board of Directors. In accordance with PIA procedures, we are publishing photos and a brief biography of each nominee. Nominations will be accepted from the floor at the annual meeting and each nominee will speak on their own behalf prior to the election. Each director elected will serve a three year term beginning at the installation ceremony that evening.

MICHAEL WINSTANLEY, Winstanley Insurance Agency, Inc., West Allis, WI. Michael has been in the insurance industry for 10 years. He is a high school graduate and is involved with the St. Ben’s church meal program and the Board Of Cooperative Education Services. Principal Companies: ACUITY, Progressive and Integrity. Michael has served on the PIAW Convention and Legislative Committees.

SANDY HARDRATH, CIC, CPIA, AAI, Ansay & Associates, LLC., Manitowoc, WI. Sandy has been in the insurance business for 45 years. She is a high school graduate and has attained her CIC, CPIA and AAI designations. She serves on the Board of Directors for Holiday House of Manitowoc, Manitowoc County Chamber of Commerce, Shady Lane Nursing Home, WI Agriculture Education Center and the finance committee of UW Manitowoc Foundation. Principal Companies: ACUITY, West Bend and Cincinnati. Sandy has served on the Education and Agents Service Committee and has served three years on the PIAW Board of Directors.

SEAN PATERSON, CIC, Robertson Ryan & Associates, Brookfield, WI. Sean has been in the insurance business for 20 years. He has a Bachelor’s degree in Finance from UW-La Crosse and is President of the Menomonee Falls Little League. Principal Companies: ACUITY, West Bend and Travelers. Sean has served on the Public Relations, Nominations and Executive Committees. He has served three years on the PIAW Board of Directors and is the current Treasurer of PIAW.

RYAN BUTZKE, CIC, CISR, Northbrook Insurance Associates, Inc., Menomonee Falls, WI. Ryan has been in the insurance business for 17 years. He attended the UW-Milwaukee, has attained the CIC and CISR designations and is past president of the Image Group, president of PARKS Jr. Ski Foundation and vice-president of Wisconsin Junior Racing. Principal Companies: West Bend, Frankenmuth and Secura.

Ryan has served on the YPC committee at PIAW.

JUNE 18 29

Serving AAA Members, even on two wheels.

While you’re out enjoying this year’s ride, here’s a refreshing tip for AAA Members: AAA now offers roadside assistance for bicycles.

AAA Bicycle Service is a new benefit with every membership that provides transportation for you and your bicycle if it breaks down on your ride.

It’s one more way AAA helps members relax and enjoy the ride!

Learn more today!

Contact Leo Plese (630) 328-7076 or lmplese@aaachicago.com AAA Bicycle Service is available in Florida, Georgia, Iowa, Michigan, Minnesota, Nebraska, North Dakota, Tennessee, Wisconsin and portions of Illinois and Indiana. 17-IA-2064A

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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

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agents enjoy...

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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 30 JUNE 18

InsuranceBroker_AdFINAL.indd 1

4/24/15 8:48 AM

[Continued from page 9 - Administrative Actions]

Contemporary Solutions USA, Inc., 103 W. McDermott Dr., Ste. 100, Allen, TX 75013, had its insurance license revoked.

This action was taken based on allegations of owing delinquent Wisconsin taxes.

Continental Indemnity Company, 10805 Old Mill Rd., Omaha, NE 68154, agreed to pay a forfeiture of $1,000.00 and agreed to cooperate with OCI's scheduled market conduct examination of the company. These actions were taken based on allegations of failing to timely provide OCI with requested information, failure to notify OCI of the company's designated examination coordinator and contact information, and forcing a rescheduled examination date.

We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-inhand to help our agencies grow profitably.

Our agents set us apart.

For information about becoming a Partners Mutual Insurance Agent please contact Brian Martin at 262.432.3439 or Mike Ottman at 262.432.3418.

JUNE 18 31

Breaking Up Isn’t Hard to Do

Why Companies Lose Customers and What to Do About It

By Kate Zabriskie Although Neil Sedaka and Howard Greenfield may have been right about love relationships when they penned their hit, “Breaking Up Is Hard to Do,” when it comes to business, that notion rings less true.

Customers frequently break up with their suppliers, vendors, and partners. And guess what? Most of them don’t find it hard.

Are breakups inevitable? Not always, but businesses need to understand the four reasons customers leave and how they can avoid them.

Better Product Sometimes customers decide to breakup because they find a better product. They discover something that addresses their needs that’s faster, easier, healthier, more effective, more enjoyable, or improved in other ways that are important to them.

Are you buying the exact same things you were buying 20 or 40 years ago? Have you any use for a Walkman? Probably not. Smart companies listen to what their customers want, think beyond those demands, and push themselves to innovate and improve.

Relationship Extenders 1. Pay attention. Know what you’re selling, what others are selling, and how your customers are using what they buy from you. What problem are you solving? What would customers buy if you weren’t around? What did they used to buy instead?

2. Challenge the status quo. It’s easier to innovate when you’re not being reactive. Don’t wait for a customer exodus to motivate you. Challenge yourself to innovate before you’re faced with no 32 JUNE 18

choice. What could you do better?

Better Process Leaving for a different product isn’t the only reason customers tell companies goodbye. Good processes count too. Without them, the customer experience suffers. For instance, imagine a movie theater with great films, state-of-the-art sound, pleasant employees, and clean facilities. So far, so good. Now pair that vision with long lines, staff members who can’t figure out to work the cash registers despite their good manners, double-booked theaters, and so forth. Would you risk taking someone you cared about to such a place, or would you choose to avoid the headache and go somewhere else? Most people would prefer to opt for a breakup and avoid potential pain and problems.

The lesson? At a minimum, doing business should not be hard. If you’ve got processes in place that inflict pain on your customers, don’t be surprised when they bolt the minute they find an acceptable alternative.

Relationship Extenders 1. Make doing business easy. Walk in your customers’ shoes, and experience your business the way they do. What are you making difficult? What could you make easier? Where are you wasting their time? What used to make sense but doesn’t anymore?

2. Borrow from others. Process improvement ideas are everywhere you look if you know how to find them. When you are interacting with other businesses, ask yourself what they are doing well and what you can adopt or adapt.

Better Service All else being equal (or even in the ballpark), customers will often break up with organizations because someone else is paying them more attention or better attention. Consistent caring doesn’t happen by accident. It requires organizations to: define great service, hire people who are capable of delivering on those promises, train them how to do it, and put a management team in place to oversee the process.

Relationship Extenders 1. Define what you expect. If you don’t identify what A+ service looks like, don’t be surprised when your employees don’t deliver.

2. Train people and hold them accountable. Plenty of organizations offer training, but they treat it like a one-and-done activity. After you’ve defined what you want to see and hear, you need to put a plan in place to teach people how. Once they know what they are supposed to do and how to do it, hold them accountable. Reward the good, and coach the deficiencies.

3. Don’t get too comfortable. If you think your customers will just be there because they’re there, you’re mistaken. You must earn and re-earn your customers’ business. Look for signs you’ve gotten sloppy or lazy, and take immediate steps to get back to your best behavior and woo your customers again.

Better Price The final reason customers will leave a business is price. If custom-

ers can get the same product and service they receive from you from someone who charges less, often they will leave. In other words, when the value to price equation gets out of whack, people look elsewhere.

That doesn’t mean organizations should race to the bottom and strive to be the low-cost provider. What it does mean is businesses need to ensure they have a value proposition that matters to customers and aligns with the price being charged.

Relationship Extenders 1. Shop around. Know what your competitors charge and what they deliver for that money.

2. Find out what matters to your customers other than price. What do they care about? What are they happy to pay more for? What are you offering that they don’t seem to value? What should you add?

What should you subtract?

Staying in any relationship requires work, and when it comes to customers, many a suiter will try to take them away from you. With some diligence, you can avoid the break-up blues and spend many happy years together.

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

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 JUNE 18 33

7 Ways to Keep Customers Coming Back

By John Graham Lots of money, effort and time go into acquiring customers, but not nearly enough thought goes into keeping them coming back. Sure, there’s the occasional offer or the “We’ve missed you” discount. All too frequently, we don’t pay attention unless they’re unhappy or turn up missing. Then, we get busy and try to get them back.

Such business behavior has unintended consequences. The cable companies are an example. Customers have learned to complain and threaten to leave unless they are given concessions. And how do you feel when a company unleashes the sweet talk after they haven’t heard from you? This is when you say, “Why didn’t you take care of me before I left?”

Sure, there are so-called loyalty programs. But their track record is spotty. At the moment, Macy’s appears to be having some success.

But today’s customers are always alert for the next “best deal.” And it’s not just retail, it’s everywhere.

Whatever the business, the barriers to making a change are crumbling, as a recent Capitol One TV ad depicts so graphically. No matter where they are, it only takes 5 minutes to change, viewers are told.

Customers get it. Nothing holds them back. “I really like doing business with you, but I’m making a change,” they say. Many businesses pass it off as just the way it is today; few have a clue what to do about it.

So, let’s get specific as to why customers leave. Sure, some move, die, and experience lifecycle changes. Even so, there are forces at work that disrupt customer relationships: 1. Some are easily bored. They constantly prowl the Internet for what’s new and different, which one survey pegs as between one and three hours a day just at work.

2. Others lose interest almost instantly. Studies indicate attention spans are getting shorter—and shorter. You may recall a Canadian media consumption survey by Microsoft that found the average attention span was eight seconds in 2015, down from 12 seconds in 2000.

3. Many don’t get the help they expect, particularly with decision 34 JUNE 18

making. A patient in a medication ad wonders if what he’s taking is the best for him. He wants the best so he talks to his doctor and makes a change. We’re confused after poring over online reviews and items with Amazon and “Best Seller” grabs our attention.

4. Feel they’re being taken for granted. They place orders, pay on time, and don’t complain. Sounds like the perfect customer. And then they’re gone. Why? They feel neglected—and chances are they’re right.

Is there a common thread running through the list? If anything, it shows how fragile customer relationships are today. It doesn’t take much to harm them, but it does take effort to strengthen them. Here are ways to do it: 1. Communicate value. Of course, customers chase the lowest price for auto insurance. They view it the same way they buy milk or bread and a lot of other stuff. Keep the attention directed on why what you sell makes a difference in your customers’ lives.

2. Focus on the front line. Person-to-person contact is the weakest point in most businesses. It ranges from lack of attention and inaccurate information to surliness, being ignored, and lied to.

Like it or not, this is the company. It’s the place of truth, no matter what the CEO says.

3. Act on feedback. Whether a business wants feedback or not, they get it today, often from many directions. Encouraging feedback should be a company’s primary message, not tacked on somewhere: “We want to be better. We depend on you to show us how.” Then let customers know how they helped.

4. Make messaging personal. Customer must feel that the business experience is about them. Too much is either too general, inappropriate, or what you want customers to buy. Forget it. It doesn’t work and that means it wastes time and money. To do it right takes data.

5. Customize loyalty rewards. Everyone isn’t moved by a singular incentive. Give them options so the decision is theirs. Sure, it’s more complicated, but a key to loyalty is recognizing customers as partners.

6. Listen to their story. Email, text, telephone, letter. Share complaints and what you’ve done about them; show how

complaints make a better company. Customers want to talk about their situation 7. Do something special. Surprise them. Let them know you noticed them. A few days after having brunch at a restaurant, the manager emailed a guest. He said they were pleased to prepare the meal to meet dietary restrictions.

Now, here’s the point. Just as a thread runs through the reasons why customer leave, there’s also a thread that helps explain why they stay: They feel appreciated, understood, and wanted, not just when they come aboard, but consistently over time.

Is a retention effort worth it? “The companies that have a difficult

Since 1878

time,” says Wharton researcher Dan McCarthy, “are the ones that don’t do a good job of retaining the customers. They are never able to dial back on customer acquisition, which makes it very hard for them to get out of that loss-making situation.”

In summary, we can say that just as customer acquisition is habitforming, so is customer retention.

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 or johnrgraham.com.

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Professional Insurance Agents are so much more than Insurance

The average Professional Insurance agent member volunteers nearly four hours a week or 208 hours per year. The PIAW serves nearly 4,000 agents, and at 208 hours a year, our members serve an incredible 832,000 hours each year, making a difference in communities all over Wisconsin!

Here are just some of the testimonials related to volunteering that were taken from a recent survey:

Common reasons for Volunteering

• Giving back to the community/serving others • Personal gratification – it’s good for the soul • Take what you’re passionate about and put in some time to • Networking/relationship-building help make it a better experience for everyone!

• Satisfaction of using one’s skills to help an organization • It gives me the opportunity to make sure that I give back in a very meaningful way to the community I work and live in.

• Great networking, not only professionally, but also in my local How agencies/companies promote volunteering community. Simply feels good to give back.

• Annual community service day. Pick 10 places, have sign-up • Volunteering has been an awesome opportunity to help others sheets for volunteers. Take a half day and go help. and network with fellow business women. I have gained new • Dollars for Hour – 20-40 hours $250. Donation to clients and leads in my volunteering opportunities – the ones organization over 40 hours $500. Donation to organization that I do over and over again each week.

• Company offers volunteer days where ALL employees are able • Having the opportunity to serve others helps provide a really to help in the community without taking PTO. healthy perspective on other problems/issues you are facing. It • Paid time off for anything that creates goodwill. benefits our agency as our employees are more well-rounded • We have a charity of the month that we support, will provide and aware of the issues in the communities we serve.

PTO if needed.

• Volunteering allows me to give my time to worthy causes or • 32 hours of paid time off per employee per year. where there is a need for someone to step up. My company • Paid time off for company-sponsored volunteering activities. promotes volunteering as a way to be visible and help the Matching programs for money donated to charity. Paid time community, but I do it mainly for myself. off if a certain percentage of employees donate to United Way. • Great satisfaction to pay it forward the blessings we celebrate.

• Volunteering is personally rewarding and provides networking opportunities for personal growth.

• Volunteering enriches life.

• Volunteering keeps me involved and up-to-date with current issues in the community and my industry.

• Helping others is good for the soul; you meet great people!

JUNE 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 TRICOR, INC. 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924

STAFF

Fax 608-441-8787 jklinzing@tricorinsurance.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 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 Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave Plymouth, WI 53073 Phone 920-893-3252 Fax 920-893-3250 mitchtarras@charter.net 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

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 Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Claire Gribble Administrative Assistant cgribble@piaw.org Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@piaw.org Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

Coming Events JUNE 2018 6

CISR Personal Auto Rothschild, WI (7 WI CE)

7

CISR Personal Auto Madison, WI (7 WI CE)

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 JUNE 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)

AUGUST 2018 1

2018 YPC Golf Outing La Crosse, WI

1-3

PIAW Annual Convention La Crosse, WI (WI CE Available)

SEPTEMBER 2018 19-21

CIC Commercial Property Milwaukee, WI (20 WI CE)

27

CISR Elements of Risk Management Rothschild, WI (7 WI CE)

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