PROFESSIONAL AGENT May 2018
What's Inside? What's Really Happening in Your Agency?..................11 14 Ways to Sabotage Your Sales Career...............13 Tips to be Polished and Professional.................15 Bringing Gen X and Gen Y Into the Insurance Industry..................................18 15th Annual YPC Golf Outing...........................21 Education Section..............22
THANK YOU TO OUR GENEROUS SPONSORS
New CICs, CRMs, CISRs, CISR Elites....................... 26-27 WI Legislative Update.......28 Protect Your Company From Bad Employees........32 Build Relationships in Your Organization and with Vendors........................34
Gold Sponsor Silver Sponsor Motorist Insurance Group Pekin Insurance Society Insurance The IMT Group
Convention Sponsors
Badger Mutual Insurance Elite: EMC Insurance Companies Emergency Fire & Water Restoration Rockford Mutual Insurance Premier: CONVENTION DETAILS INSIDE Continental Western Group-A Berkley Co Registration available at piaw.org Champion: AAA Wisconsin Axley Brynelson, LLP Berkshire Hathaway GUARD Insurance Companies Germantown Mutual Insurance Company Progressive Insurance SECURA Insurance Sheboygan Falls Insurance Company Western National Insurance Group
Digital Editions of PIAW Magazine Available at www.piaw.org FEATURED MEMBER BENEFIT:
Have a Job Opening Available? See details on page...... 31
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.
©2018 Applied Underwriters, Inc., a Berkshire Hathaway company. Rated A+ (Superior) by A.M. Best. Insurance plans protected U.S. Patent No. 7,908,157.
From the
President Jodi Cordes, CIC, CRM, CPIA — President, PIA of Wisconsin
Where does the time go? Summer plans have started no doubt, soon the kids will be out of school and the 3 months of summer will fly. Hopefully you have put on your summer calendar the upcoming 69th Annual PIAW convention and the 15th Annual YPC Scholarship Golf Outing.
before this is the one to attend to get a great feel for what is all involved with the PIAW. If you have come before, you will not want to miss this convention. So many great happenings…
The 2018 PIAW Annual convention registration materials are out. When: August 1st -3rd, 2018 Where: La Crosse Center, La Crosse WI Why : Continuing Education opportunities • Learn about Cyber risks in a 3 separate seminars: o How to insure it, what are the risks, and what happens once a breech or attack occurs. o Total of 9 WI CE Credits to choose from.
It isn’t too early to be thinking about attending the convention. Register early, before June 15th, to take full advantage of the best pricing. And reserve your hotel for best selections.
Sales seminar opportunities • Sheldon Snodgrass is back with 2 separate sales seminars PIAW Annual Business meeting with up to date changes happening with PIA Wisconsin and Nationally.
Don’t forget to also get your teams together and register for the YPC Golf Outing. This Golf Outing is how we are able to give away $25,000 to students looking to get into the risk management industry. With this golf outing and your support, PIAW will be able to continue to assist as many student as we can and perpetuate our industry into the next generation. You will find registration materials on the PIAW.ORG website for both the convention and the YPC Golf Outing. I look forward in seeing you there!!!!
Cash giveaways throughout the convention, including a $1,000 cash giveaway to a fully registered agent just for attending the convention at the final seminar. Final Seminar will be presented by the FBI and US Attorney’s Office. They will be talking about actual recent, local cyber crimes! Entertainment The best networking opportunities for our industry!!! You do not want to miss this convention. If you haven’t come
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MAY 18 3
Memos from
Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin
Be a part of the action! You will never regret it. THE FEDS ARE COMING! Agents of the FBI and prosecutors from the U.S. Attorney’s office will be with us in La Crosse for the PIAW convention. The closing session on August 3 will feature specific examples of computer crimes, actual investigations, criminal prosecution and trials. They will discuss the significant computer related risks facing companies today and ways in which the FBI is able to respond to them. They will conclude with examples of how federal prosecutors and the FBI cooperate with victims to seek justice and financial recovery from these criminals. You won’t want to miss this session! And at the end of this final session, one lucky attendee will win a drawing for $1,000 in cash! Visit www.piaw.org for registration materials, agendas, hotel information and special Early Bird rates for the entire convention. Nine CE credits, golf, food, entertainment, sales training, a great trade show and opportunities to mix with the most successful agents, companies and vendors in the state make this a special couple days in beautiful La Crosse. August 1-3, 2018. INSURANCE EMPLOYMENT continues to make gains. Information from the Insurance Information Institute shows that P&C carrier employment was up by about 8,000 jobs to 566,900 nationwide. The agent/broker segment gained 6,100 jobs in November 2017 vs. November 2016 to a total of 787,000, extending a run that was especially strong from 2013 through 2015. In March, 2013, agent/broker employment was at 658,400 but over the next 36 months, employment rose by 111,300, or 16.8 percent. The growth was slower in 2016 and 2017 but strong gains are expected for the coming years.
I’M ALWAYS HEARTENED by the tremendous response to the annual PIAW renewal process. Membership renewals come pouring in as soon as the renewal letters are mailed. Over 625 agencies (not even counting multiple locations) continue to support their association each year. The membership ranges from the very largest independent agencies in the state to the very smallest agencies. There are rural and metro agencies, male and female principals, young agents and older agents. This diverse mix of professionals creates an organization that is as dynamic as the Wisconsin insurance industry. The leadership and staff of PIAW strive to provide products, services and benefits to meet the needs of all members. That is not always an easy task but it is the mission of the association. Make your mark on the operations of PIA. Sign up to serve on a committee and be a part of the action. I know that sometimes members feel they do not have anything to contribute or that they are too busy to participate but the benefits of involvement are amazing. As a committee member or Board member, you set the course of the organization to help yourself and thousands of agents across the state. Committees only meet a few times each year and now, with the use of teleconferences and webinars, travel time is not an issue. Give me a call or visit the web site to sign up. Be a part of the action! You will never regret it. AND REMEMBER….. The problem with old age is there’s not much future in it.
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 MAY 18
I never liked what was going on in Congress. But I felt there was nothing I could do. Then I joined PIA. Now, I’m making a difference.
Peachey Insurance Agency Pratt, KS
I AM PIA. SUE PEACHEY felt frustrated by the lack of understanding about insurance issues in Congress. After joining PIA, she got involved. Now, she’s the one meeting with members of Congress, telling them what’s important to insurance agents.
FIND OUT WHY IT PAYS TO JOIN PIA. WHEN YOU DO, YOU’LL BE PIA, TOO!
www.iampia.com
From the
Boardroom By Matt Cranney, CIC, CRM, PIAW Vice Presidentof PIAW
Win The Day! What does it mean to approach each and every day with the mindset and attitude that we are going to “win the day”? What does "winning the day" even mean? In my article this month I want to spend some time telling you about my friend Daryn Allen; his story may encourage you to think about answers to those questions. I’ll start with what some would say is the end of the story. My friend Daryn passed away on Wednesday, March 14, 2018, at the age of 33, after a courageous, lion-hearted, tenacious, allin, 15-month fight with cancer. He leaves behind an amazing, strong, courageous wife, Becky; a sports-mad, energetic, handsome, eight-year-old son, Dawson; and a cute-as-abutton, princess-loving, three-year-old daughter, Lainey. While Daryn’s time with us was over much too soon, the impact he made through his life was truly inspirational. Daryn was a personal trainer who made all his clients feel as though they could run marathons, bench more than their max and hit all their goals, simply because he was in their corner. Not only did he coach fitness, he lived it. He participated in body building competitions and ran an incredibly successful AdvoCare business with his wife Becky. Daryn was a man that spent his life understanding that if he was to try and help others be better, he should always work on making himself better, too. To that end, Daryn was a ferocious personal development reader. His favorite authors included Mark Batterson, Andy Andrews and John Maxwell. Most of all, Daryn was a person of deep faith and love for Jesus, through which he loved his immediate and extended family with intentionality, dedication and commitment. Daryn’s celebration of life was truly that – a celebration. Over 900 people turned up to grieve, remember, laugh, cry and love. Close friends and family spoke of a man who left an indelible mark on this world. They shared stories of what they would remember most and what they would miss most. As my family and I walked away at the end of the celebration, my thoughts turned to what I could do to honor my friend in how I lived my life moving forward. What would be different about me because I had the immense privilege of being Daryn’s friend?
Throughout his battle with cancer, Daryn focused on the rallying cry, “Win The Day!” To Daryn that meant trusting God's ultimate plan and vision for his life in any situation he may face, including cancer. When we trust in God's plan, we can then focus on each day and not worry about the troubles of tomorrow. We can be present and put forth our best effort each and every day. Daryn lived this out through some of the hardest days you can imagine and still brought his best to each and every day. For me, I am going to do everything I can to embody the mindset of “Win The Day!” I will use this as a reminder to wake up each day trusting in a bigger plan for my life, so I can be fully present, lead with excellence, challenge myself to grow personally and professionally and not get bogged down in the challenges that will undoubtedly come my way. To have high energy, even when I feel tired. To care for people, even when I don’t feel like it. To set a great example, even when the easier way is so appealing. To slow down and listen, even when I just want to keep moving. I know this won’t be easy and I know there will be days I will fail, but part of what I have learned is that each new day offers us a new chance and fresh opportunity to “win”. To learn from places where I erred or fell short, and to keep moving forward. My challenge for you is to think about what “winning the day” means for you, your agency, your carriers, and your clients. What impact would it make? I am beyond convinced that as insurance professionals who have so many people counting on us each day, a “Win The Day” mindset would undoubtedly increase our influence and effectiveness and make a lasting impact on those we serve. My friend Daryn lived this every day, and his legacy will be felt here on earth for many, many years to come. Will you join me in making a choice to “Win The Day”? I believe that Daryn’s passing is not the end of his story. I believe his legacy will live on through the many people he inspired through his life and his “Win The Day” message. I also believe that one day I will see him again. When I do, I’m going to tell him that I gave everything I had to “Win The Day”!
“Winning isn’t everything, it’s the only thing.” ~Vince Lombardi
6 MAY 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 James Bertler, 4750 Pine Ln., Suamico, WI 54313, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose administrative actions taken by the state of Wisconsin on a licensing application. Jabari J. Courtney, 2541 N. 46th St., Milwaukee, WI 53210, was ordered to pay a forfeiture of $500.00 and was ordered to respond promptly and in writing to all inquiries from OCI. These actions were taken based on allegations of failing to reply to information requests from OCI. Chaz B. Cox, 709 W17th St., Marshfield, WI 54449, had his application for an insurance license denied. This action was taken based on allegations of having a military warrant and criminal convictions that may be substantially related to insurance marketing type conduct; failing to disclose an employment termination for cause and a bankruptcy filing on a licensing application; having an administrative action taken by the state of Wisconsin; and providing incorrect information on a licensing application. Jamie L. Hamel, 1925 E. Lucille St., Appleton, WI 54915, had his application for an insurance license denied. This action was taken based on allegations of failing to provide documentation to complete a licensing application, having unpaid civil money judgments, and exhibiting financial irresponsibility. Katherine L. Janisch, P.O. Box 7581, Madison, WI 53707, agreed to the six-month denial of her licensing reinstatement application and agreed to provide certain documentation upon her licensing reapplication. These actions were taken based on allegations of failing to accurately complete a licensing application, failing to respond timely and completely to information requests from OCI, and exhibiting evidence of financial 8 MAY 18
irresponsibility. Lee T. Johnson, 1688 N. Franklin Pl., Apt. 3, Milwaukee, WI 53202, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application and failing to respond promptly to inquiries from OCI. Frank A. Jones, 324 Hillcrest Ave., Blackwood, NJ 08012, had his application for an insurance license denied. This action was taken based on allegations of having a history of administrative actions and failing to disclose administrative actions taken by the states of New Jersey, Delaware, Indiana, Ohio, North Carolina, and New York on a licensing application. James P. Kolf, 1701 Mulberry St., Sauk City, WI 53583, agreed to the revocation of his insurance license and agreed not to reapply for licensure in the future. These actions were taken based on allegations of committing financial fraud, having an administrative action taken by the Wisconsin Department of Financial Institutions, and having criminal convictions substantially related to insurance marketing type conduct. Brent E. Meinen, N161 W20733 Kami Ln., Jackson, WI 53037, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application. Ge Moua, 715 Jefferson St., Wausau, WI 54403, agreed to the issuance of a two-year probationary insurance license having certain reporting and business activity requirements. These actions were taken based on allegations of having criminal
convictions that may be substantially related to insurance marketing type conduct. Mario A. Rodas, 716 Jacobs Ladder Pl., Las Vegas, NV 89138, had his insurance license revoked, was ordered to pay a forfeiture of $5,000.00 and had a previously-scheduled administrative hearing cancelled. These actions were taken based on allegations of making material misrepresentations on a licensing application, having an insurance company appointment terminated for cause, failing to timely report administrative actions to OCI while licensed, failing to respond to inquiries from OCI, and failing to respond to a Notice of Hearing and scheduled administrative proceedings. David S. Rosen, 130 Country View Dr., Freehold, NJ 07728, 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 New Jersey and South Dakota on a licensing application, and failing to disclose a license surrender to the state of Wisconsin and a license revocation by the state of Maine. Chelsea R. Simmonsen, 2718 Northview Rd., Unit 21, Wauke-
sha, WI 53188, 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 and failing to apply for and obtain a federal crime waiver. Daniel J. Tromello, c/o Transamerica Financial Advisors, 31330 Oak Crest Dr., Ste. 101, Westlake Village, CA 91361, had his insurance license revoked, was ordered to pay an additional forfeiture of $1,000.00, and had a scheduled administrative hearing cancelled. These actions were taken based on allegations of failing to timely report to OCI administrative actions taken by the state of California and FINRA, failing to respond to inquiries and a Notice of Hearing from OCI, and failing to comply with a previous order from OCI. Neil G. Wynveen, 2535 Northern Rd., Ste. B, Appleton, WI 54914, agreed to the three-year suspension of his insurance license, agreed to pay a forfeiture of $9,000.00, and agreed to pay consumer restitution of $202,194.25. These actions were taken based on allegations of making misrepresentations and failing to properly consider suitability in selling life insurance and annuities.
Allegations and Actions Against Companies RTC2 Partners, LLC, 13455 Noel Rd., Ste. 2300, Dallas, TX 75240, had its 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 Texas on a licensing application and having an administrative action that may be substantially related to insurance marketing type conduct.
Solving Problems Makes Us Attorneys; Anticipating Them, Makes Us a Partner. 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
MA DI SO N • WAUKESH A • 6 0 8. 455. 67 13 ATTORN E YS: TI M F E NNER, JU DD G ENDA, RO B ERT PRO CTER, & MICHEA L HA HN
MAY 18 9
What’s New?
What’s Not?
Now a billion dollar company! (Sales passed the mark in 2016.)
Secure financial strength that comes from being a member of the Berkshire Hathaway family.
Nationwide geographical scope.
Our A+ (”Superior”) A.M. Best Company Rating.
An increasingly robust One-Stop Insurance Shopping solution via a BizGUARD Plus product suite that features Workers’ Compensation, Businessowner’s Policy, Commercial Auto, Umbrella, and Professional Liability coverage.
Average annual growth in premium in excess of 25% per year for the past five.
Ongoing product and service enhancements to win renewals and keep a high retention ratio.
Broader appetite for select risks (including Total Insured Property Values as high as $50 million for certain industries and risks).
Our focus on being data-driven and using business intelligence to gain a competitive edge.
A superior combined ratio that (according to A.M. Best) outperforms our peers.
Our commitment to distribution through independent agents!
Higher A.M. Best financial size (i.e., “X”).
Enhanced infrastructure to support growth.
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"The new reality is that sales and marketing are continuously and increasingly integrated. Marketing needs to know more about sales, sales needs to know more about marketing, and we all need to know more about our customers." ~ Jill Rowley 10 MAY 18
IT BIL Y A
OWT
JANUARY 18 11
14
Ways to Sabotage
Your Sales Career By John Graham Sales managers scratch their heads. “Right from the start, I was so sure Carl would be a top performer. I would have put money on it. But before I knew it, he crashed and burned.” It’s an old story, one that often ends with the same words, “I wasn’t cut out for sales.” Maybe. But probably not. Poor training, inadequate support, and unrealistic expectations can each play a role. Even so, what causes potentially good salespeople to fail has little or nothing to do with poor sales skills. The real harm is self-inflicted. Salespeople sabotage themselves. And here’s how they wreck their sales careers: 1. Tell a customer they will take care of something and then don’t do it. Why worry about it? It’s nothing an “I’m sorry,” a little schmoozing, a bouquet of flowers, or a gift card can’t correct. Anyway, it wasn’t that important. That’s not how customers see it. Their actions reveal the truth of who they are. 2. See themselves as special. The “salesperson’s disease” is catching and it’s transmitted by rubbing shoulders with other salespeople. The major symptom is the belief that they’re the reason for the company’s success so that gives them permission to break the rules, and to look down on everyone else. Oh, yes, the disease is fatal. 3. Puff up their record. No salesperson needs to take a course in “The Fine Art of Amplification.” Whether it’s with customers, each other or the boss, exaggeration comes naturally for too many salespeople. And, then, they come to believe their own baloney. 4. Avoid asking for help. Many salespeople see themselves as operating on their own, beholden to no one, and totally responsible for their destiny. And that includes asking for help, which they view as a sign of weakness and something they can’t live with—even when it costs
them customers. 5. Criticize but don’t contribute. You know these salespeople, they’re quick to tell you what’s wrong in every part of the company: why revenues are down, what’s wrong with the product line, or who in management should be dumped. Yet, when asked to contribute their ideas or make suggestions, they have nothing to say. Such behavior pushes them out the door. 6. Do enough to get by. They’re guided by some preset internal gauge that sets strict limits, letting them go only so far before banging on the brakes. These are outliers to be sure. They’re ignored when there’s a crisis or unexpected crunch. In a word, they’re superfluous to the company’s success. 7. Ignore deadlines. It started out early in life. Their school projects were always late and they always arrived with an attached excuse. Now their reports are predictably late, along with customer proposals, along with just about everything else, even expense reports. It’s as if deadlines were made for others, not for them. And they can’t figure out why the boss has it in for them. 8. Always make sure they look good. Whether it’s customers, associates, or the boss, their goal is to make sure that, at all cost, they come out looking good. They avoid taking responsibility (a sign of weakness) at all cost. Although they don’t see it, their behavior is so transparent no one trusts anything they say or do. 9. Sell what they want to sell. Salespeople always have favorite customers, but many also have pet products. They’re not complex, don’t cause problems, and they’re easy to sell. Some come with a robust commission. Whether or not they’re a good fit for customers is not the issue. [Continued on page 14] MAY 18 13
[Continued from page 13 - 14 Ways...] 10. Cut corners. Shrinking the job to reduce work is a disease that infects may sales careers. “Forget it. It’s just means extra work,” “I don’t have time to do that,” or “Frankly, that’s crazy. Who comes up with such stupid ideas?” Every salesperson heard such words whispered in sales meetings or seen eyes roll. Selling success comes from enhancing the process, not cutting it down to your own size. 11. Think that they’ve got it made. From all indications, they’ve worked hard, done a good job, and enjoyed the rewards. As they see it, they’ve paid their dues. Now it’s time to cut them some slack so they can set their own pace. It’s time for a little preferential treatment like getting some of the better leads. If that’s what’s going through their mind, they’re on your way—out, not up. 12. Lay on the jargon. They believe using all the right words impresses customers and wins them over. So they get the jargon down pat and stay on top of the latest corporate speak. Yes, customers want to be impressed, but not with jargon. What they want is a salesperson who takes time to understand them by asking good questions and who makes sure they’re comfortable with their buying decision. That’s impressive. 13. Decide who will buy and who won’t. They may be smart, savvy, and have lots of experience. They’ve come face-to-face with just about every type of customer and they think they
know who will buy and who won’t. All they need is a couple of seconds. It’s as if they have a sixth sense about customers. Some salespeople have it and some don’t. It sounds so good, it’s almost convincing. But it’s just plain nonsense, an exercise in self-deception. In selling it’s what the customer thinks that counts, not what’s floating around in a salesperson head. 14. Believing that customers love them. It’s The Great Sales Con Game. It’s easy for salespeople to think customers love them: “You are the best.” “I don’t know what we’d do without you.” “We’re so lucky you came along.” It’s enough to make the ego do somersaults. It’s feel good stuff, but here’s the question that counts: Do your customers respect you? When you think about it, it isn’t easy to sabotage a sales career. Yet, if you put your mind to the task, you can do it. 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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14
MAY 18
By Emily Huling
17 Terrific Tips to be Polished and Professional
Forming opinions about people and sharing those impressions with others is something we all do. When asked what you think about someone, our minds recall that individual's energy, appearance, voice, facial expression, courtesy, written communication, and spoken words. Fortunately it's in our power to convey the image and effect we desire. Here are some pointers to present your most polished and professional self. 1. Call people by name. 2. Answer your phone with your first and last name. 3. Change your office voice mail daily or weekly noting date and accessibility. Let callers know when you'll call back or who can assist in your absence. 4. Know and remember one personal detail about others such as family, alma mater, hobby, pets, sports, and interests. 5. When conversing in person, focus your eyes 100% of the time on the other person's eyes. 6. Before ending a call or a meeting ask, "What else can I help with?" 7. E-mail signatures should include all of your contact information on both originating and reply messages. This confirms professionalism and accessibility. 8. Know and use the preferred communication channel (phone, e-mail, text) of your clients and colleagues. 9. Never speak ill of competitors. You'll be the one that looks bad. 10. Advise clients of the status of outstanding, pending, or changing issues. Better to take the initiative than to receive a call asking "what's going on?" 11. Clothes should be age appropriate, well fitting, clean, and pressed. Avoid clothing that is suggestive or too casual. 12. When greeting a person, be the first to extend your hand for a handshake. If seated, stand to shake hands. 13. Acknowledge coworkers with a smile and hello when passing in the hall or in the break room. 14. Your LinkedIn profile is what comes up when someone googles your name. Be certain to maintain a complete, error-free profile that includes a professional picture. 15. Speak grammatically correct English. Do not swear and avoid slang. 16. Be on time for all meetings. Take a seat at the table to show interest and commitment. Avoid sitting in chairs along the side, if possible. Turn off and put away all electronic devices. 17. Keep your workspace uncluttered, clean, and appropriately decorated. Emily Huling, CIC, CMC helps the insurance industry create top-performing sales, service, and leadership organizations. She can be contacted at emily@sellingstrategies.com. MAY 18 15
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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.
16
MAY 18
Bringing Generations X and Y Into the Insurance Industry The Young and the Restless
By Dr. Sally Mounts
The insurance industry work force is changing. With such a heavy percentage of baby boomers in its ranks, the profession faces a dearth of talent in the coming years as veteran agents depart. Clearly, the industry needs to find innovative ways to attract and retain top young talent. Yet such a task is easier said than done. What must professional independent insurance agencies do to find and develop young workers? How do they attract Generations X and Y, bring them on board, and ramp up their skills quickly? What specific hiring practices should agency principals follow so people just out of high school or college are eager to obtain positions in the insurance industry? I propose that the younger generations will respond most strongly to a set of unique agency characteristics that add clear value to the lives of young workers. Agencies that display these characteristics will have their pick of the top young talent. The characteristics are: an inclusive work culture; a philosophy of commitment to best practices; an environment that fosters fulfilling work; a culture that embraces the contributions of younger workers; and a consistent, targeted effort to recruit and retain young professionals. Any agency that puts a priority on establishing and maintaining these principles will not only fill their vacant positions—they will find their job openings are both coveted and sought after, and they will have their pick among the best and brightest workers of the coming generations. Establish an inclusive work culture Inclusion works. Research indicates that diverse teams are at least three times more productive than homogenous ones, because they leverage differing backgrounds and perspectives to solve 18 MAY 18
problems creatively. Having a diverse staff who reflects the cultural demographic isn’t just good for business—it’s also good for agency productivity. When job applicants arrive for an interview, they can sense how inclusive, or noninclusive, the culture is because unspoken dictates permeate the environment. Negative or cliquish cultures stand out and are real turn-offs to eager young prospects. Even small gestures (e.g., eye rolling or shoulder shrugging), speak volumes about how people treat each other in a close-work environment. When should you establish an inclusive culture? Now. It’s not just important for people who walk in the door. It’s critical for everyone already employed at the agency. Ask yourself: “How inclusive is our work culture? Does it represent us as we choose to be represented in the insurance industry?” Four factors set the stage for a work culture that insures comfort for everyone, regardless of race, color or creed, include the following: 1.) leaders who serve as avatars for inclusion and reinforce it at every level through small and large gestures (for example: A president who makes rounds each morning to say “Good morning” in each employee’s native language); 2.) customized diversity training that is frequent, interactive and value-laden; 3.) clear intolerance for small, subtle behaviors that denigrate others;
and 4.) recognition of all cultural and religious celebrations with equal respect. Many diversity experts advocate the prominent display of a formal policy statement of inclusion. This is not a bad idea, yet such a move is valuable only insofar as it accurately reflects the actual workplace environment. Young people sense hypocrisy more quickly than anyone else. Commit to best practices Young people are idealistic. They want to make a difference, and they want to work for the best leaders they can find. In fact, they often follow leaders they admire to new locations. Agency principals who are committed to best practices—and who are recognized in the industry as best-practice leaders—will be magnets for aspiring young job applicants. Any agency can work to build its best-practices repertoire by applying the efforts that have gained industrywide acclaim for others. For example, in a study of 2,700 property/casualty insurers and 1,300 life/health insurers, John Ward of Ward Financial Inc., discovered the following best practices that won their agencies both peer and customer recognition: 1.) unique “situational” supervisory oversight that focused careful scrutiny on high-value tasks (e.g., underwriting and more relaxed supervision on lower-value administrative tasks); 2.) speedy response times to applicants through the use of a centralized quote process; 3.) wide use of field underwriting, which maximizes successful results; and 4.) a link between all technology purchases and a carefully considered, overall business strategy. What business can’t start applying these tenets immediately and establish systems to maintain their priority? The importance of the reputational boost that comes from being recognized as “the best in the business” cannot be overemphasized when you appeal to aspiring job applicants. Like everyone else, young people want to work for, and be around, winners. Provide a fulfilling environment Young workers are more concerned than baby boomers about finding fulfilling work and want enjoyable career paths to meet a variety of monetary and psychosocial needs. However, they also are burdened with higher student loan payments, since higher-education costs have risen exponentially. How can insurance companies marry their need to attract a strong talent pool with the need to forgo expenditure of too much capital? Independent insurance agencies don’t have to break the bank to attract new workers. They can adopt a pay scale commensurate with industrywide averages and still get the best talent for their work force—as long as they can provide a better-than-average work
environment to offset average salaries. The following factors can increase the agency’s attractiveness to job applicants: 1.) Establish a strong, viable orientation program for a quick rampup. Many online orientation programs are available from various insurance professional associations, such as PIA’s New Employee Orientation Series. Get your young workers into these types of programs and let them use the office staff as value-added interface for the new ideas and concepts their learning. 2.) Embrace a new success paradigm. The nature of the work world is changing. Agencies that emphasize practical problem solving over punching the time clock will attract young talent, especially if they offer flexible work schedules and alternative work practices to young agents with families. 3.) Foster and reward innovation. Since Generation X and Y workers like to try new ideas and experiment, an agency that encourages them to contribute innovative ideas and processes will appeal to them strongly. A young worker who can propose an improvement in the underwriting process should be applauded for initiative and not told to “earn your stripes before you open your mouth.” 4.) Seek ways to blend generations. For example, send mixed generational agent teams out for client visits, which can help young people learn the valuable relationship skills that seal the deal in business. Not all relationships are formed on Facebook. The best veteran insurance agents are relationship connoisseurs, and can teach new workers a great deal. 5.) Use younger agents to bring other young agents on board. Give them wide leeway in designing programs to appeal to their demographic of job seekers, and you’ll be astonished at the ideas they present. 6.) Do more business in real time. Having grown up in an era of almost-instantaneous online quoting systems, young professionals are eager to provide customers with rapid solutions for their insurance needs. Set up a system to address questions about coverage and exceptions to standard-application criteria rapidly and thoroughly. Have a veteran agent “on call” for assistance to provide real-time solutions to problems that arise for young workers in the field who are experienced enough to function independently, but haven’t developed their knowledge base fully. Create a culture to embrace young workers Younger generation workers have three valuable contributions to give to older workers including the following: 1.) General technology know-how. Young agents who were raised in the digital culture have an easy familiarity with IT. This can smooth the way for older agents, who may be unaware of the simple digital shortcutting that can vastly expand their technology comfort zone. 2.) Familiarity with social media. Facebook, LinkedIn, Twitter and other social media can provide valuable customer feedback, and are an important window into the thoughts, feelings and buying preferences of the younger demographic. Your young agents are completely at home in this milieu. Utilize and learn from their expertise. MAY 18 19
3.) Instinctive understanding of their demographic. Young people in your agency are a valuable resource in designing programs to meet the insurance needs of this huge potential pool of customers. Consult them early and often, and put them on all project teams targeting young buyers. Finally, start to build your work force of tomorrow … today. You can’t wait five years to hire the work force you’ll need in the future. You need to start attracting and developing bright young talent right now. The following four steps will get you started: 1.) Schedule a strategy meeting with your managers. Identify the talent gaps in your work force 10 years into the future. Start a frank discussion about young onboard staff and the development they need to move into higher positions. Establish succession plans for the top young talent to maximize their potential. Consider broadening their responsibilities now to get them ready for the future. 2.) Identify the true gaps—positions that will need to be filled due to retirements and other departures. These are the positions for which you will need to recruit. 3.) Reach out to the trade associations, such as PIA, that have activities specifically for young agents. Get involved with the young leadership of the industry, and seek their ideas on the best procedures for getting your agency in front of bright young people eager to make a professional future for themselves.
4.) Develop a list of sources for long-term talent acquisition. This may include college campus recruiting efforts, local job fairs and other venues where young people come to consider and learn about career choices. Explore and become familiar with job boards. Develop relationships with area third-party recruiters. Canvas your network for promising leads. Offer to speak locally on your company’s policies for young hires. Establish your agency’s reputation as an organization that wants to bring the best on board and treat them well. Summary Start planning now to get your share of the best and brightest young people the work force has to offer. Get your agency ready for future generations of insurance buyers who will need talented agents in the trusted adviser role. And, recognize that your best strategy for getting talented young agents on your payroll is by making your agency a fulfilling, inclusive, innovative, value-added place to work. Mounts is the president of Auctus Consulting Group, a managementconsulting firm in southwestern Pennsylvania. She helps leaders transform their organizations through strategy formulation, execution, change management and talent acquisition. She can be reached by phone (724) 470-5553; fax (724) 705-1845; email drsally1@live.com or blog strategymapper@wordpress.com. —Reprinted with permission from PIA Management Services Inc.—
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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.
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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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4/24/15 8:48 AM
PIA of Wisconsin’s Yooung Proofessionaals Club th 15 Annnual Schholarshipp Golf Outing O Join n us on August A 1st for a day on the t greeens at Forest F H Golff Coursee in La Crosse, Hills C W WI
Reggister Now w – 144 Spots Availablle 10:0 00 a.m. Shootgun Startt – Scramble Format $1255.00 per peerson (Inclludes: golf, carrt, box lunch, hors d’oeuvrres and prizess!)
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Nam me: ____________________________________________________________ Guesst Name/s: ______________ _ ________________________________________________________________________________________ Agen ncy/Compan ny: __________________________________________________________________________________________________ Mailling Addresss: ____________________________________________________________________________________________________ Phon ne: ____________________________________ Fax: F _____________________________________________________________________ Cell Phone: _______________________________ Email: E ___________________________________________________________________ Metthod of Paym ment: Totaal amount: ____________
Check _______ Credit Card C _____
Card d # _____________________________________________________ Ex Date ________________ ________ Cancelation Policy:: Full refund iff PIA Office is notified in wriiting by July 11th, no refunds after July 11th. Please Mail, E-mail or Fax Back to: PIA of Wissconsin, Inc. 64401 Odana Rd.. Madison, WI 53719 register online E-mail: mp penn@piaw.orrg Fax: (8866) 203-7461 o at www.piaw.org MAY 18 21
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For an upcoming schedule and to register, visit the Education tab at www.piaw.org or call 1-800-261-7429. 22 MAY 18
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.
$170 Per Course Includes Lunch
Register at www.piaw.org or call 800-261-7429
CIC Commercial Multiline at West Bend Mutual Insurance Company A full house of 138 attendees enjoyed the “West Bend Way” with their gracious hospitality and beautiful campus. Not to mention the outstanding education of the CIC program.
l to r: PIAW Board Members Jeremy Cordova, CIC and Brian MacGillis, CPIA, PIAW Education & Convention Director Brenda Steinbach, CIC Education Consultant John Dismukes, CIC, CPCU, AAI, and West Bend Mutual’s Linda Luka, CPCU, CIIP, CISR, AIS, DAE, AAI, CLP, CPIA.
MAY 18 23
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STAND OUT! Set yourself apart with the CPIA designation. The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. These three, one-day workshops teach practical "before", "during", and "after" sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one. Participants leave with ideas that will produce increased sales results immediately. In fact, they are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded! The CPIA designation is maintained with a bi-annual attendance at one CPIA course or membership in the AIMS Society..
The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits. Utica approved. While it is not required, it is recommended courses are taken in order. CPIA 1 - Position for Success
CPIA 2 - Implement for Success
During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.
During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.
WI CE Course # 65338
WI CE Course # 65340
CPIA 3 - Sustain Success WI CE Course # 65339
This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.
Course Schedule 8:30 – 4:00 Lunch on Your Own 12:00 – 12:45 Registration Fee per Seminar Includes:
Seminar Materials, CE Fees & Light Break Items
PIAW Member $172.00 Non Member $207.00
Back by popular demand! Steve Becher, CIC, CPIA Register at piaw.org
CPIA 1 – July 24, 2018
CPIA 2 – July 25, 2018
CPIA 3 – July 26, 2018
All courses conducted at West Bend Mutual Insurance Company in West Bend, Wis.
24 MAY 18
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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.
May 2018 Webinar Schedule TITLE & WI CE
DATE
TIME (CST)
INSTRUCTOR
Money in Retirement Accounts: Options, Problems & Opportunities 3 CE # 1012436
5/1
12-3p
Jerry Rhinehart, CIC, CLU, ChFC, RHU
New Technologies, New Risks: Drones, Home and Ride-Sharing 3 WI CE # 6000023761
5/8
8-11a
Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS
On Ethics: Data, Dilemmas, and Knuckleheads 3 WI CE # 6000018541 Utica Approved
5/8
12-3p
Kevin Amrhein, CIC
Excess and Umbrella Fundamentals PLUS 3 CE # 6000023799
5/10
12-3p
Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS
So You Made Some Money…Now What? Financial Planning from Salary to Social Security 3 WI CE # 1012438
5/16
8-11a
Karin Klaassen, CLU, LUTCF
Your Agency Online: Communication Cure or E&O Plague 3 CE # 1012439 Utica Approved
5/17
12-3p
Chris Amrhein, AAI
Bonding: Or How Our Insured Went Bankrupt 3 WI CE # 6000023798
5/22
8-11a
Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW
Contractors, Contractors, Contractors 3 WI CE # 6000023797
5/22
12-3p
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Commercial Property Claims that Cause Problems 3 WI CE # 1012434
5/23
12-3
Terry Tadlock, CIC, CPCU. CRIS
Certificates of Insurance (including NEW WI Law!) and Additional Insureds: Making Sense of it All 3 WI CE # 6000023796
5/24
12-3p
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Home Business vs Home Insurance 3 WI CE # 6000004680
5/29
12-3p
Nicole Broch, CC, CISR, PLCS
5/30
12-3p
Bill Wilson, Chris Amrhein, AAI
Finding and Fixing Commercial Lines Coverage Gaps 3 WI CE # 6000023758
Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org MAY 18 25
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NEW CISRs
The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who have already experienced the benefits.
Debra Hepola, CISR Willis Towers Watson of Wisconsin Appleton, WI
Stacey Migliano, CISR Trottier Agency, Inc. Kenosha, WI
Holly Raith, CISR Church Mutual Insurance Co. Merrill, WI
Elize Jooste, CISR Calbaum Insurance Princeton, WI
Clare Morin, CISR Servant Ins Div / Ansay & Associates LLC Franklin, WI
Bernard Schlaeger III, CISR Goodness Insurance Agency, Inc. Waukesha, WI
Amanda Kropp, CISR Church Mutual Insurance Co. Merrill, WI Andrea Marlowe, CISR Church Mutual Insurance Co. Merrill, WI
Rachel Oldenburg, CISR Ansay & Associates LLC Burlington, WI
Jordan Tranberg, CISR Hausmann-Johnson Insurance Inc. Madison, WI Elizabeth Van Den Heuvel, CISR Ansay & Associates LLC DePere, WI
Crystal Plumb, CISR Martz Insurance Agency, Inc. Wautoma, WI
This new status is for CISRs who aspire to be more, and passed all nine CISR courses. Julie Davis, CISR Elite West Bend – A Mutual Insurance Company West Bend, WI Dawn Green, CISR Elite Integrity Insurance Appleton, WI
Jill Guertin, CISR Elite Integrity Insurance Appleton, WI Pamela Ronski, CISR Elite Willis Towers Watson of WI Appleton, WI
Robin Van Grinsven, CISR Elite, AIC Minute Men HR Appleton, WI
UTICA
Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org
Please contact 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.
The Certified Insurance Counselors (CIC) Program has been the insurance industry’s premier, proven source for practical, real-world education since 1969. For insurance professionals everywhere, the 20 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?
Stephanie Gibas, CIC United Heartland New Berlin, WI
Kevin Malovrh, CIC ADVANTAGE Insurance Services, LLC Wausau, WI
Jill Hedrington, CIC Weber Insurance Services Algoma, WI
Kayla Warmka, CIC, CISR, CRIS Aon Corporation Prairie du Sac, WI
Matthew Marquette, CIC TRICOR, INC. Beloit, WI
Landon Koski, CIC,CPCU,ARM,Are,AU,AINS West Bend Mutual/NSI Middleton, WI
Tyler Sperry, CIC Mower Insurance Agency, Inc. Chippewa Falls, WI
NEW CRMs
Risk Managers don’t leave anything to chance! Participate in the program that gives you a dependable advantage in the demanding field of risk management—the CRM Program. Scott Mausmann, CIC, CRM Hausmann-Johnson Insurance Inc. Madison, WI
Michael Russell, CRM Gunderson Health System Holmen, WI
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. MAY 18 27
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NEW CICs
Wisconsin Legislative Update:
By Jordan Lamb, DeWitt, Ross & Stevens
Wisconsin Session Concludes with Legislative Accomplishments PIA’s state advocacy program was very active this session and worked with a number of different coalitions on a variety of legislation that will positively affect our members and their customers. This legislative session concluded at the end of March 2018. Below is a summary of PIA issues that were concluded and approved by Governor Walker at the end of this session. Tort Reform – Assembly Bill 773. This legislation makes changes relating to discovery procedures, class action lawsuits, consumer lawsuit lending, audits on unclaimed property, interest on overdue payments by insurers and statutes of limitations. PIA participated as a part of the Wisconsin Civil Justice Council to support these changes this session. AB 773 aligns Wisconsin’s civil procedures for discovery and class actions to the corresponding federal rules. In addition, the legislation removes contingent fees for third party audits on unclaimed property and reduces the statute of limitations. These changes will reduce litigation costs for businesses and state and local governments, who must spend taxpayers’ dollars responding to aggressive discovery practices. This legislation was authored by Senator Tom Tiffany (R—Hazlehurst) and Representative Mark Born (R—Beaver Dam). 2017 Wisconsin Act 235. Certificates of Insurance – Assembly Bill 744. This legislation makes changes to insurance policy renewal notifications and the use and contents of certificates of insurance. Under the bill, no person may issue or require a certificate of insurance that contains false, misleading, deceptive, or unfairly discriminatory information or that otherwise violates public policy or law. Similarly, no person may prepare, issue, request, or require a certificate of insurance that purports to alter, amend, or extend insurance coverage. This legislation was authored by Former Senator Frank Lasee (R—De Pere) and Represen28 MAY 18
tative Ron Tusler (R—Harrison). 2017 Wisconsin Act 241. Business Contribution to Employee College Savings Accounts – Senate Bill 75. This legislation creates a nonrefundable corporate income and franchise tax credit for businesses that contribute to a college savings account for their employee or the employee’s child. This legislation was authored by Senator Dan Feyen (R—Fond du Lac) and Representative Jesse Kremer (R—Kewaskum). This act first applies to the 2018 tax year. 2017 Wisconsin Act 197. Minimum Insurance for Intrastate Motor Carriers – Assembly Bill 546. This legislation specifies the minimum liability insurance policy limit applicable to motor carriers of passengers operating solely in intrastate commerce. For a motor carrier with a passengercarrying capacity of 15 or fewer passengers that operates solely in intrastate commerce, the minimum policy limit is $500,000. For a motor carrier with a passenger-carrying capacity of 16 or more passengers that operates solely in intrastate commerce, the minimum policy limit is $1,000,000. This legislation was authored by Senator Jerry Petrowski (R—Marathon) and Representative Mary Felzkowski (R—Irma). 2017 Wisconsin Act 224.
In a private ceremony for PIAW at the capitol, Governor Walker signed copies of Wisconsin Act 241, the Certificates of Insurance legislation that PIAW and a large number of insurance industry and other organizations worked hard to get passed. The new law adds a level of protection for agents who are “pressured” to issue certificates that may not be in compliance with exact policy provisions. Of course, agents face stiff penalties if they issue a certificate that is not in compliance with policy provisions but now the “requestor” may also face criminal and civil penalties for requesting an agent to issue such a certificate. PIAW is proud to have been a part of this agent protection legislation and we are especially proud that the Governor invited PIAW representatives to this private signing event.
Pictured above (left to right) are Ron Von Haden, PIA Secretary Julie Ulset, PIA Board member John Klinzing and PIA President Jodi Cordes.
PIAW Testimonial I would like to thank you and the PIA for the part they played in my grandson Steve Gilpin's upcoming graduation from the University of Minnesota. He will be graduating from the College of Science and Engineering Department with a degree in Actuarial Science/ Computer Science. Steve has worked for Allianz Insurance in their Actuarial department for the last 3 years as an intern and will be starting with Allianz upon his graduation. The PIA of Wisconsin provided Steve with scholarship funds to help with his tuition and for that I'm extremely grateful. Steve will be an asset to the Insurance industry in whatever capacity he chooses to pursue. As a side note Steve, pictured above is also the Co-President of the University's chapter of Habitat for Humanity. Thank you again for the PIA's scholarship program that offers help to students that are pursing degrees in the Insurance Industry. Sincerely, Leo Gilpin
MAY 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
7.5x6.5 bw
SAVE THE DATE
30 MAY 18
"It is not the strongest or the most intelligent who will survive but those who can best manage change." ~ Charles Darwin
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.
MAY 18 31
Protect Your Company From Bad Employees
By Mike Campion
How much of a negative impact can the bad apples in your organization have? Are having no bad employees a realistic goal? First things first: What is a bad employee?
1. Stop them from showing up 2. Stop them from getting in 3. Stop them from sticking around
• • •
Step 1 - Stop Bad Employees From Showing Up
Is it just someone who is bad at their job? Takes too much time off? Has a penchant for punching other employees?
While none of those are ideal, they all focus on actions and results instead of the root cause. Instead of trying to create a comprehensive list of “do’s and don’ts” for your employees to ignore, start at the foundation: Your Core Values. A bad employee is anyone who does not love and live your company's Core Values. Discovering your Core Values is an action in-and-of itself, but when you have a set of “rules” to run your company with, you will find that the people who line up with those rules, don’t tend to violate the “do’s and don’ts” of your company. Luckily, you have the keys to the happy employee kingdom. Get ready to discover the Three Steps to protect your organization from the wrong employees: 32 MAY 18
Pre-framing is extremely important when weeding out potential problem employees. How an employee is first exposed to your company is key. Consider the following two examples: 1. A current employee tells his friend, a prospective employee, “You should apply at my job; the place is so disorganized, we could get away with anything.” 2. A prospective employee comes across your website and thinks, “These are my people! I love what they are all about, I wonder if they are hiring…” When you feature enough of your Core Values on your website, in your hiring ads, phone systems and your current employees become evangelists for your mission, you position your company as the right place for the right employee. Whenever, however a prospective employee becomes aware of your company they feel like they have finally found their tribe. This alone will dramatically increase the quality of your applicant pool. Which brings us to...
Step 2 - Stop the Wrong Employees From Getting In Once you have laid the foundation in Step One, the job of keeping bad employees from infiltrating your organization is half done. All you have to do is make sure that your company is actually living and breathing the Core Values that brought prospective employees to you in the first place. So many employers focus on job history and/or technical ability. Both offer good insight, but are only relevant with employees who have the same Core beliefs as you do. Hire for attitude, train for skill. If your company is passionate about outstanding customer service, it is eminently possible to teach an employee how to serve a customer. It is a fool’s errand to teach him to be enthusiastic about customer service. Your life and profitability will improve exponentially when you are in the business of stoking your employees’ passions and values. You are not in the business of convincing people to do something they don’t want to do or believe something they don’t want to believe. Craft your interview process around the values that attracted your prospective employees. Once that is a match, job history and ability to do the job at-hand come into play. An unintended consequence of passionately living your organization's Core Values is an extremely attractive community. This can make employees that aren’t a good fit work even harder to get in, even when your pre-framing and interview process is Core Values-based. Time for the big guns... Step 3 - Get ‘Em Out Creating a Core Values-driven culture not only naturally repels the wrong employees; it strongly attracts the right employees. They feel “at home,” like they have finally found something special. They don’t want to leave. They stay longer, work harder and enjoy their jobs more.
The flip side is that people who are not a Core Value fit feel out of place. They don’t fit in. They don’t understand why everyone acts so differently. They discover that the amazing community that attracted them to your company isn’t for them. More often than not, they wander off into the night on their own free will. When you do have someone that doesn’t get the memo, and needs a little help recognizing they aren’t a fit, you will weed them out by systematic recognition and application of your Core Values. Examples of Core Values being either applied properly or ignored or mishandled are common topics. Decision making conversations regularly start and end with your Core Values. Those who don’t “get” your values will stick out like a sore thumb. When you see that is the case, have a conversation. Refer back to your hiring process. Verify they share your company’s values. If they do, their behavior will follow and all is well. If they don’t, it’s time to help them transition into a company that is a better fit. It can sound like an overwhelming prospect, but integrating your Core Values into your company is like pushing a flywheel. It takes a lot of energy at the beginning, but when it gets spinning, it creates a tremendous amount of power on its own. Not only will keeping bad employees out of your company help your bottom line—it will make your life and your employees lives far better. ABOUT THE AUTHOR: Mike Campion is a celebrated speaker, entrepreneur and author of I’m a Freaking Genius, Why is This Business So Hard?. A small business expert, Mike has built several multi-million dollar businesses, the most recent achieving $4.3 million in sales in the first 18 months. As the host of the “Conversations with a Genius” podcast, Mike imparts his business wisdom on his listeners. For more information about bringing in Mike Campion for your next event, please visit www.MikeCampion.com.
MAY 18 33
How to Build Relationships in Your Organization and with Vendors
By John Chapin We all know relationships are important with clients. If you own the relationship with a client account, you most likely own the business. Just as important as client relationships are the relationships within your organization and with vendors who help your business run smoothly. Problems in these relationships usually lead to problems in client accounts, which could result in lost business. You also spend a good amount of time with vendors and co-workers, so the better your relationships with them, the more pleasant your work life will be. All of that said, how do you ensure good, solid relationships within your organization and with vendors? 3 Steps to building strong relationships Step 1: Follow Steven Covey’s Habit #5: Seek first to understand. In order to build a relationship with someone you have to get into their world. Here are some ways to do that with vendors and people you work with. a) Ask them: What can I do to make your job easier? During my first week at Diebold Banking Equipment, I approached each individual in installation and service and asked this question. When they realized I was willing to work with and help them, they in turn were willing to work with me and help me. Ask vendors this question too. You want to make their lives as easy as possible. An example of this is with insurance agencies I work with. They ask their carriers what a perfect submission looks like and then do their best to achieve that. Also keep in mind that your objective is to be a great customer for your vendors. Be easy to work with, make sure your interactions with them are good ones, and thank them when possible. b) Talk about their favorite subject. In other words, talk about them, their family, kids, pets, and related subjects. Try to keep the conversation positive and upbeat. While you may have to talk 34 MAY 18
about someone’s cancer treatment or illness, you want to keep most conversations focused on good things going on in the person’s life. Also, be careful not to one-up people. If someone is talking about their daughter playing soccer, you can mention that you daughter plays soccer too, letting them know you have something in common with them. Just don’t talk about your daughter being a superstar or shift the conversation from their daughter to yours. Ask about activities they’re involved in such as bowling leagues, softball, golf, etc. Make sure to listen more than you talk. You have two ears and one mouth. Use them at least in that proportion. Drop in some of your own personal information so they have something they can connect with you on but again, make sure they are talking most of the time and be careful not to out-shine them. Remember everyone’s favorite radio station: WIIFM: what’s in it for me. Focus on that when you talk to people. What do they want and what are they interested in? c) Let others be right, let them go first, and make them feel important. Everyone’s number one need, provided they have food, shelter and the basics, is to be recognized and to feel important. Most people are mirrors. When you let other people be right and let them be first, they’ll do the same for you. They’ll also be much more willing to work with you. d) Use Dr. Tony Alessandra’s Platinum Rule. The Golden Rule is of course: Treat other’s the way you want to be treated. It’s effective more than 90% of the time. To get closer to 100%, use the Platinum Rule: Treat others the way they want to be treated. Ask for preferences regarding communication and other business protocols. Don’t assume that your preference is everyone else’s preference. Step 2: What gets rewarded, gets repeated. When I worked for Diebold, I used to give $5 and $10 gift cards to people in the installation and service departments. I also gave them baseball tickets and other gifts. On special occasions, during the holidays, or when they really went above and beyond, I used to
give more expensive gifts such as jewelry or their favorite alcohol. Based upon rules and regulations you may or may not be able to do some of these. Either way, you must acknowledge and thank them for helping you and doing a good job. Stop by their office, thank them for what they just did for you, give them a small token of your appreciation, and ask about their favorite subject. Here are some other ideas for rewarding people that don’t cost anything: • Send an e-mail telling the boss what an asset they are to the company. Make sure you copy them in. • Send a handwritten thank-you note. • Call them on the phone and thank them or stop by in-person. • Build them up with sincere compliments. • Praise them in front of their peers or higher-ups. Step 3: Treat co-workers and vendors like one of your top accounts. A great way to build relationships internally and with vendors is to give them the same extra-special treatment that you give your top accounts. Here are some ideas: • Send them birthday cards and holiday cards. • Give them holiday and birthday gifts. • Study their areas of interest so you can have intelligent conversations with them. • Give them books, articles, and other items related to their areas
• • • • • • • • • •
of interest. Pass on articles and other information about their high school, college, and hometown. Pass on good articles and information you come across about their kids, spouse, relatives, or their related interests. Find articles and other stories written about your vendors’ companies and industries, and occasionally discuss some of this information with them. Pass on items of religious and political interest. Give gift certificates to restaurants and stores. Give tickets to sporting events, shows, dinner events. Contribute to one of their favorite charities. Make a small investment in their business or something else they are involved in. Give vacations or trips to trade shows and other industry events. Get creative and come up with other great ideas to turn co-workers and vendors into loyal partners and great friends.
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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PIA Trust Insurance Plans INSURANCE PLANS DESIGNED WITH LOCAL AGENTS IN MIND As a PIA Member* serving Main Street America, you and your employees have access to a variety of highquality, competitively priced insurance plans. Plans available include: > Basic Term Life** > Voluntary Term Life > Dependent Term Life > Hospital Indemnity > Long Term Disability > Short Term Disability > Business Overhead Expense > Accidental Death & Dismemberment
PIA SERVICES GROUP INSURANCE FUND
*PIA National membership, when required, must be current at all times. **Only available if 100% employer paid and if the employer and 100% of the employees enroll. No medical underwriting necessary up to guaranteed issue limits.
For additional information about PIA Trust Insurance Plans, please contact your local PIA Affiliate or call the Plan Administrator at 1-800-336-4759. Additional information is also available on-line at www.piatrust.com. Policies or provisions may vary or be unavailable in some states. Policies have exclusions or limitations which may affect any benefits payable. Underwritten by Unimerica Insurance Company, Portland, ME. Administered by Lockton Risk Services.
MAY 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
MAY 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
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 JUNE 2018
MAY 2018 15 CISRCommercial Casualty 1 Madison, WI (7 WI CE)
16-17
Ruble Graduate Madison, WI (16 WI CE, 4 of 16 are optional Ethics)
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 MAY 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)
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And we know what it takes to protect it. Underwriters who know and understand what coverages are necessary to protect the business. Loss prevention professionals who use a hands-on approach to help develop programs tailored to the individual 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 the right insurance plan for your valued customers. To find out more, talk to your West Bend underwriter.
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
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