August 2017 Wisconsin Professional Agent

PROFESSIONAL AGENT August 2017

What's Inside?

Personal Umbrellas.............10 CSR of the Year Winner.....13 Business Networking.........14 Unemployment & Interpreting Fault................16 Empower Creative Employees.............................18 Mistakes Agents Make.......21 Education Section...............23 Make Customers Feel Valued.....................................28 Someone is Out to Get You ..................................................30 How to Keep Top Notch Talent.......................................34

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

FEATURED MEMBER BENEFIT:

See details on page..........29

We know what it took to build this business.

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.

From the

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

Extraordinary things are accomplished by those who volunteer Summertime is in full swing and it’s a busy time for everyone.

There are vacations, summer camps, kids at home, and at the end of August… getting ready to start the new school year.

PIAW is also busy in August. We have our annual convention, new board members are voted in, and we select our new committees. This is the time of year that new goals are set, we prepare to bring out new ideas, and continue working on projects set forth by those before us. And this is when my work as president begins. I am very excited and honored to serve as President of the PIAW this year.

For my first article I thought I would share a little about my story. I’m sure you all remember your first job in this industry and how it helped mold you into the person you are today with your career. I started my career in 1993 when, as many, I “fell” into this industry. I was lucky to start with RJF Agencies in Minnesota, now Marsh & McLennan Agency. Bill Jeatran hired me on a 90 day trial period as a receptionist. In the 10 years with RJF Agencies; Bill, Tim, Mary Pat and Jill helped me see the rewarding career in insurance. They took the time to mentor me, train me, and set the ground rules of how to work in this industry professionally, ethically, and to have fun doing it. I truly owe my start in the business to the ground work these people provided and working with a great company.

In 2003, I moved myself and two kids, 8 and 9 years old, to Lake Geneva to work with Glass Insurance Center, a 3rd generation agency, in a beautiful small town. I was again happy with finding an agency where I could continue growing professionally, continue building on the foundation I came from and make a difference in the agency. Moving half way across the state with

two young children was a huge change in my life. However, this change ended up to be very rewarding and beneficial for me personally and professionally. Now my kids are basically grown and starting their own careers very soon. With this foundation, they are on a positive track to be successful themselves.

Shortly after I moved to Lake Geneva, our agency joined the PIAW. Our agency has been very involved through these years.

I feel blessed to have worked with many great people in this industry through my career with both the agency and with my involvement in the PIAW. I have had great mentors, met new friends, and worked side by side with peers in this industry. I feel the more you are involved with your career the more successful you will be in your industry. Success is defined differently for each individual. For me it is being involved in my career and also having the flexibility and income to raise my two kids as a single mom.

Being part of the association about 15 years, I have had the pleasure of serving on several committees. I can honestly tell you that I have gotten so much more by being actively involved, than I have probably contributed. Volunteering has pushed me to learn more, work with many great people, and make friends that have similar ambitions. My time with PIAW has helped prepare me for this year of serving as your president.

The end of this month (August 31) will be our fall committee kick off meetings in Madison . If you have not signed up to be on a committee yet, please do so. Even if you can't make it to the kick off meeting or every single meeting, VOLUNTEER! The association relies on the committees to help implement the (Continued on page 37)

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 AUGUST 17 3

Memos from

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

DISTRACTED DRIVING STILL A MAJOR SAFETY THREAT THE INSURANCE INDUSTRY in Wisconsin has a significant impact on the state’s economy that extends well beyond its responsibility to collect premiums and settle claims. It employs licensed professionals, pays taxes, owns municipal bonds and serves people in their time of greatest need.

The U.S. Department of Commerce data show the insurance industry provided 79,910 jobs in Wisconsin in 2015 and accounted for about $5.8 billion in compensation that year.

Our industry contributed $14 billion to the Wisconsin gross state product (GSP) which accounted for 4.8 percent of the total state GSP in 2014 and premium taxes paid by insurance companies in 2015 totaled $184.2 million in 2015. Direct written premiums by property/casualty companies totaled $9.9 billion in 2015, life/ health companies added another $13.3 billion in premiums and surplus lines carriers added another $330.2 million in premiums.

We all know that claim payments help ensure the economic security of individuals and businesses and help to sustain a huge number of related industries. In 2015, direct property/casualty incurred losses were $4.9 billion while life insurance claims and benefits totaled $9.2 billion. The life claims number includes death benefits, matured endowments, annuity benefits and other life benefits but does not include accident and health benefits.

Source: Insurance Information Institute DISTRACTED DRIVING which includes talking or texting on phones, eating, conversing with others in the vehicle or even drowsy driving, are a major safety threat. Any activity that involves taking your eyes off the road or hands off the wheel is potentially deadly as is becoming so absorbed in the conversation that concentration in the act of driving is impaired.

State after state has banned the use of hand held devices while driving (Wisconsin only bans them in work zones). Even then, the use of “hands free” devices has shown a critical increase in distraction from the functions of driving, including slower response time to what is happening in front of you and slow resumption to normal speed following a speed reduction incident.

As of December 2015, 46 states had banned texting with a cell phone while driving. The Utah law, passed back in 2009, is the toughest in the nation. Offenders convicted of causing an accident that injures or kills someone while texting behind the wheel face up to 15 years in prison. That law does not consider a crash caused by a multitasking driver as an accident but rather as an inherently reckless act like drunk driving.

You can expect more and tighter restrictions as results of accidents are compiled that expose the use of devices while driving.

NEWS FLASH…Happy cows are cash cows! A recent news story reported that a team from the University of Wisconsin is visiting farms to give advice to farmers about how to make their cows happier so they produce more milk. They say that cow welfare eases stress and they recommend larger stalls, more air circulation and managing manure. What an udder revelation!

Apparently no one told these brainiacs that improving conditions on a farm (or in an office) will always improve the final product.

I wonder if they will soon make pigs happier by teaching them to tap dance to Caribbean calypso music so we can have better bacon. I’m all for that.

AND REMEMBER…..a government that pays you to do nothing destroys your willingness to do anything.

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

www.FirstChicagoInsurance.com 708-552-4623 or email JDurkin@FirstChicagoInsurance.com 4 AUGUST 17

GROW YOUR BUSINESS &

RETAIN YOUR IDENTITY

WITH OUR TEAM Visit our website, couriagents.com or give Steve Albinger a call at 800-444-1215.

Scan this with your smartphone QR code reader.

See what our agents are saying about market access, support & great commissions.

From the

Boardroom Dennis Kuhnke, CIC, CPIA, National Director of PIAW

THE PARTNERSHIP Just what is the “Partnership”. It sounds like a crime organization inspired book or movie, but of course it is not. The Partnership is a terrific group of programs under one banner that has been underutilized by our member agents mainly due to the fact that they are unaware of their existence. Please continue to read further for an explanation.

The Partnership is a group of representatives from both the national and regional insurance carriers that work with the PIA agent leadership and PIA staff to develop resources to strengthen PIA member agencies and agencies appointed by PIA Partnership companies. One of the guiding principles of the Partnership is an abiding belief in the independent agency system as the distribution system of choice for insurance products.

The following are the list of current company Partnership members: Encompass Insurance Erie Insurance Liberty Mutual Insurance Metlife Auto & Home National Central Insurance Nationwide (Harleysville)

Selective State Auto Insurance Co. Hanover Insurance The Hartford Motorists Insurance Group

Small Business Insurance and the Internet: An extensive research project was recently completed with small business owners that discovered the independent agent is their preference for insurance matters, but they want to be able to use technology as well and expect the same to be offered from their agent. It is interesting reading.

Closing the gap - growth and profit: A series of calculators designed to help the independent agent measure retention, commissions and premiums to plan for growth and profitability in their personal lines books of business.

Agency touch points - The voice of the personal lines customer: Another extensive national survey of personal lines customers and what they want and expect from their independent agent complete with a quiz you can take to see if you and the average customer are on the same page with wants and needs. There are suggestions on ways to touch clients regarding improving customer retention. There are several other programs to view as well such as:

Reaching Gen X - how to sell to primer: Practical Guide to successful planning:

These carriers have representatives that meet with PIA staff and leadership regularly to work on new resources. What sort of programs has the Partnership developed? Here are a few of the current programs available to PIA Members. They are on the PIA National website (linked to the PIAW website) under the Partnership heading.

Since 1878

The most current projects the Partnership have just released is a cyber product that will be available to member agents for their use to begin with but then will be available for members to sell to customers complete with need calculators and online pricing availability.

(Continued on page 37)

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 6 AUGUST 17

Join Ben Salzmann in this riviting CE video about stolen idenity.

Acuity U films are available 24/7. With a multitude of course titles, we coverall your CE needs! Visit acuityu.com!

ACUITY

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 Michael C. Adler, 4715 Sunset Ridge Dr., Middleton, WI 53562, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Casey L. Aichele, 101 N. Hill St., Fairchild, WI 54741, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

tions of owing delinquent Wisconsin taxes.

Amber Farrow, 5109 Maplewood Dr., Greendale, WI 53129, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Josephine Baewer, E518 Reiben Rd., Waupaca, WI 54981, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Brent T. Fennessey, 810 E. Third St., Superior, WI 54888, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose a criminal conviction and an administrative action taken by the state of Wisconsin on a licensing application.

Matthew Brown, 1055 Burton St., Apt. 12, Beloit, WI 53511, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Angela S. Grenada, 5347 W. Hemlock Rd., Milwaukee, WI 53223, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Mary Christenson, W252 N4518 Sussex St., Pewaukee, WI 53072, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Ricky R. Harris, Jr., 417 Golden Meadow Dr., De Soto, TX 75115, had his application for an insurance license denied and his hearing request dismissed. These actions were taken based on allegations of having an administrative action taken by FINRA, having an employment termination for cause, and failing to appear at a scheduled prehearing conference.

Thomas L. Costantiello, 4976 Gettysburg Rd., Columbus, OH 43220, had his application for an insurance license denied for 15 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.

Paulette M. Czerwinski, 9559 W. Upham Ave., Greenfield, WI 53228, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Robin C. Dobberstein, 216 Diedrich St., Kaukauna, WI 54130, had her insurance license revoked. This action was taken based on allega8 AUGUST 17

Robert J. Hough, 3600 Cherryvale Cir., Unit 3, Little Chute, WI 54913, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Joe A. Johnson, 238 E. Miller Rd., Rio, WI 53960, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Andrew Koehl, 1014 Hamilton St., Wausau, WI 54403, 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.

John R. Laura, 4264 N. 26th St., Milwaukee, WI 53209, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application, failing to respond promptly and completely to inquiries from OCI, and failing to apply for and obtain a federal crime waiver.

Brenda L. Mallek, P.O. Box 903, Plover, WI 54467, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Lisa A. Manske, 1214 Ridgeway Blvd., De Pere, WI 54115, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Patrick R. McGill, 2125 N. Riverboat Rd., Milwaukee, WI 53212, 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.

Heather B. Mead, N5758 County Rd. B, New Lisbon, WI 53950, had her application for an insurance license denied. This action was taken based on allegations of owing delinquent child support.

Christopher A. Millin, 2610 E. Lexington Blvd., Eau Claire, WI 54701, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Alexander Ortiz, 719 SE 28th Ct., Des Moines, IA 50317, was ordered to pay a forfeiture of $1,000.00, was ordered to provide fully accurate and complete information to OCI, and was ordered to timely and fully disclose all matters where disclosure is required. These actions were taken based on allegations of failing to disclose criminal convictions on a licensing application.

Alma J. Paul, N1952 13th Rd., Montello, WI 53949, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Angela C. Reed, 1060 Abercorn Dr. SW, Atlanta, GA 30331, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Georgia on a licensing application.

Eddie M. Reed, P.O. Box 269031, Plano, TX 75026, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Kelley A. Schultz, 1906 Peacock Ave., Wausau, WI 54401, 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 providing incorrect, misleading, and incomplete information on a licensing application.

Roan C. Suarez, 1527 Arboretum Dr., Apt. F, Oshkosh, WI 54901, had her application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Xao K. Vang, 1824 Frank St., Green Bay, WI 54304, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose administrative actions taken by the state of Wisconsin on a licensing application.

Alan W. Watkins, Jr., 10900 Bustleton Ave., Apt. B49, Philadelphia, PA 19116, 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 states of Pennsylvania and Louisiana on a licensing application.

Casey Woock, 3304 Aurora Ave., Des Moines, IA 50310, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Iowa on a licensing application and failing to respond promptly and completely to inquiries from OCI. Deborah A. Woodford, 3338 Kaycee Dr., Lot 6, Eau Claire, WI 54703, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, having unpaid court obligations, failing to respond promptly to inquiries from OCI, and failing to apply for and obtain a federal crime waiver.

Allegations and Actions Against Companies Frost Insurance Agency, Inc., 100 W. Houston St., Ste. T10, San Antonio, TX 78205, had its application for an insurance license denied for 90 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Massachusetts and Texas on a licensing application.

Jeremy P. Rinehart, 5716 Wentworth, Johnston, IA 50131, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of New York and Alabama on a licensing application.

Andrew L. Sattler, 2715 E. Bolivar Ave., Saint Francis, WI 53235, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

AUGUST 17 9

How Many

of Your Accounts Have an Umbrella?

by Curtis M. Pearsall, CPCU, AIAF, CPIA

Assessing The Need For Personal Umbrellas

M

ost agencies should be able to determine this number without much difficulty as many agency management systems have the ability to generate these types of reports. For many agencies, this is one of the traditional “account rounding” products that gets the most attention.

A key question agencies need to answer regarding those accounts that don’t have an umbrella is “Why?” Why don’t more accounts have this extra level of protection?

Unfortunately, it appears that there are some agencies that are not bringing up the issue of an umbrella because they don’t feel the client needs it. The agency is making a judgment call that the client does not have the exposures that prompt the need for an umbrella.

The agency asks questions such as:

• • •

Do you have a swimming pool?

Do you have a watercraft exposure?

Do you have assets over and above your insurance limits?

These types of questions (especially the last one dealing with assets) is an area of tremendous concern. It is as the agency is saying “if you don’t have these issues, you probably don’t need an umbrella”. In actuality, nothing could be further from the truth.

Let’s take the issue of the assets of the client. Is this a criteria that should be used to determine whether an umbrella should be offered? Let’s presume for the sake of argument that the personal lines customer is just starting their career or may possibly be heavily in debt if they recently graduated from college. Some of these individuals are not going to have a significant net worth. As a result, the issue of an umbrella does not even come up. In reality, does someone’s net worth determine how good of a driver he or she is?

Maybe a better question to determine the need for an umbrella is “do you drive a car?”. Obviously, anyone getting behind the wheel of an auto has the potential to cause significant bodily injury and / or property damage. Suppose, then, a serious car accident occurs and your “low net worth” customer is sued and there is not enough insurance. There is a common phrase that is extremely inaccurate. The phrase is “they can’t sue me for what I don’t have”. Oh yes, they can and if you don’t believe the courts could garnish your customer’s wages, just ask an attorney. This scenario involving a college graduate who was heavily in debt, recently happened. When the graduate caused a serious car accident and was sued, the courts garnished his wages to the tune of $500,000. If only there had been an umbrella.

No doubt, the agency may have customers that don’t believe they could cause an accident where the underlying limits would not be sufficient.

Most personal lines umbrella carriers require underlying limits of 250/500/250 which for many customers, this may seem like a significant amount.

Unfortunately, probably every day, one could review the newspaper and read of accidents that occurred where it is doubtful that the underlying limits will be sufficient for the damages caused.

The issue of umbrellas should be explained and offered to every customer. Obviously, there may be a need to increase the underlying limits to satisfy the umbrella carrier.

So which agency clients need an umbrella? Asking the question in a somewhat different manner, which client has the potential to cause an accident where the underlying auto or homeowners limits will not be sufficient? Most likely, they all do!

by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates, Inc. and Special Consultant to the Utica National E&O Program

10 AUGUST 17

Help Build Your Family’s Financial Future With

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.

A satisfied customer is the best business strategy of all. — Michael LeBoeuf

AUGUST 17 11

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

Q: What markets do you have?

Q: How does carrier contingency work?

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

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

Q: Will I make more money?

Q: Do you have a solid perpetuation plan?

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

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

Q: How can I maximize my time?

Q: What technology resources do you offer?

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

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

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

BE WORRY FREE WITH IMT

We understand the importance of partnerships and take great pride in building strong, stable relationships with our agents and policyholders. Through experienced claims expertise and hightouch customer service, we are there when we are needed most.

Learn how you can represent IMT Insurance & Wadena Insurance at imtins.com/contact_us.

imtins.com | west des moines, iowa 12 AUGUST 17

Wisconsin's Outstanding CSR of the Year Kathleen Grossen, CISR — Tri-Insure LLC, Monticello

Congratulations!

The Outstanding CSR of the Year Award is one of the greatest professional honors a customer service representative can receive. It confers recognition of the highest order - an acknowledgment of the recipient's dedication and ability, commitment and outstanding achievement . Wisconsin's recipient Kathleen Grossen will go on to compete for the National Outstanding CSR of the Year.

Kathleen's Winning Essay "A friend who is a CSR has come to you for advice about a new customer service job opportunity in an agency in another city. What five factors about the employer and the position would you advise them to consider before accepting the job? Please discuss the most important factor first.”

Peaceful, restful sleep… Oh, how I enjoy it and need it to have a happy life! I need to work in a place that puts their emphasis on ethics above the bottom dollar. I need to be comfortable with my decisions each day, so I do not feel guilty or question just how much of a gray area I was in or if I crossed the line and risked my reputation with a carrier or a client. There are two sets of eyes watching me every day – taking in my actions. Two sets of ears listening to what I say even if I don’t think they can hear me. Kids are so intuitive and can tell when something is “off”. I need to show my kids that when I “talk the talk” I will also “walk the walk”. Considering the amount of time people spend working at their jobs each year, ethics must be important at work, as ethical behavior will cross over into all other aspects of one’s life. To be able to get that peaceful sleep and to be proud of yourself, you need to be able to stay true to your ethical values at work as well as other areas of your life. That is why I have ethics at the top of my list of factors you should consider before you accept a new job.

tures that we need to promote to help give us that extra edge. Working for an agency that promotes education, working towards designations, to not only help the agency, but also for your own personal growth is huge. Receiving training for your job also helps you to be efficient and more confident with your position. As changes are made to the database software you use, you need to learn how to use the features to maximize your time and to assist in servicing your clients. Will the agency invest in you or make you invest in yourself?

Agencies that grow and thrive are active in the community. Employees are happier when they interact with others outside of the office and when they have a sense of purpose in life and in giving back to the community.

It can be as simple as organizing a team for a charity walk or taking part in a local parade or attending chamber events. Just that act of community involvement and volunteering helps with teambuilding within the agency, but also is wonderful advertising and shows the community that you care about them and not just your paycheck. Do you want to just drive to work each day to do your job and home again, or do you want to become part of the community and feel the compassion and support of the people around you? Will the agency encourage community involvement and support you, or will they make you and the community feel like an outsider?

Family is important to me. I am fortunate to live close to my parents, siblings, and my husband’s family as well. Working at an agency that puts family before work, has allowed me to have the time with my children while they are young. From being able to have remote access to work from home when needed if a child is sick, to having flexible work hours so I can leave early to see that high school cross country meet or baseball game. That time with your kids is so precious and short, so to be able to have time to enjoy them is a real gift. Every family goes through tragedy at some point. Having an employer that truly cares for you – your personal physical and mental health, your need to be with other family members at a time of grieving, pain, illness, or total change of lifestyle – is a blessing. The understanding and compassion received from your employer, allows you to get through the tough times and actually can make you happy to return to some “normalcy” and comforted knowing they will be understanding with you as you struggle to get back into the swing of things. Where is the agency’s stance on family?

Depending on your lifestyle choices and your personal goals, answering that ever popular interview question, “Where do you see yourself in five years?” can vary widely. But it is also an important one to know the answer for yourself before you consider working at an agency. Depending on the size or turnover within an agency, moving into different positions can be easier at some locations than others. At smaller agencies, you may not get a new job title with a promotion, but keep the same position and just have it enhanced and grow with you as you develop your skill set and experience. Are you comfortable with that, or do you want to start in personal lines and then change to commercial lines or become a producer? Where do you want to be, and can the agency help you get there?

Insurance is such a rapidly changing industry. The policy forms and coverages that companies offer change with the exposures in our society.

Quality continuing education is important for ourselves as customer service representatives and for our clients. We need to stay abreast on what is current to protect our own errors and omissions, but also to make sure our clients have the best coverage available for the premium they can comfortably afford. To be able to compete with other agencies, we need to know what coverages we are selling and know if we have fea-

2017 Wisconsin Outstanding CSR of the Year candidates

Consider an agency’s stance on ethics, family, education, community involvement, and growth potential before you accept a new job opportunity.

Peggy Bradley, CIC – Robertson Ryan & Associates, Inc. Patti Paine, CISR – HNI Risk Services, LLC Shannon Suber, CISR Elite, CRIS – The Brehmer Agency, Inc. Susan Tuma, CISR – Mangold Insurance Inc. AUGUST 17 13

5 Strategies

By Jill Johnson

for Effective Business Networking for Young Professionals

Five Guidelines for Effective Networking As young professionals, you hear all the time that you must network to find internships, jobs and mentoring relationships. Yet, many of you don’t know how to connect effectively with the business executives who can help you advance professionally. Many of these executives are willing to share insights, but few young professionals know how to successfully connect with them. Effective networking takes work; wishing and hoping for an effective network won’t get you anywhere. Our always-plugged-in world has upped the pace of life for established business leaders just as it has for you. Here are five strategies to help you approach building your networking effort by being efficient, organized and focused.

1. Build Your Network Before You Need It The best time to start networking is while you’re still in school. Look for professional groups in your field. Attend their events with the goal to meet people working full-time in the field and learn from the speakers. Many of these groups need volunteers. Become one. It is a terrific way to gain experience, credibility and build your network.

If a businessperson or alum speaks at your school, go up to them afterward to thank them for their presentation and get their business card. Then follow up with by writing a note thanking them (even better mention something they said that resonated), ask a follow-up question about their talk and if they are willing to meet with you to talk further. Also, send them a request to connect on LinkedIn. Be sure to include a personal message when you send that rather than the generic connection request.

2. Build Relationships in Small Increments Remember, older generations work off of relationships, not casual one-time meetings. Relationships built carefully over time with mutual interest can turn into the path to your next step in your career.

Building relationships with professionals is a skill, and like any new skill, you have to practice it over time. Be patient and let the natural timing work to your advantage. Slowly and carefully is better than rapid and all-in. Be selective and try not to cast your net too wide.

You want networking connections that can help you in your field.

As you gain confidence, learn to express yourself more clearly and ask insightful questions, which will also help you prepare for job interviews.

3. Be Specific in Asking What You Want Don’t waste the time of your networking contacts. Be clear about 14

AUGUST 17

what you are hoping to gain from the meeting. Tell them exactly what you want to do and why you think they can help you. “Informational interviews” are a terrific method for learning about their career path and gaining their insight about how someone like you can build your career too. But make sure you have a stated purpose for the meeting and then stick to it.

Ask if there are any events, trade association meetings or volunteer opportunities that you should consider to help you build your network and gain some good foundational experience. Then respect their insight and follow up by attending and getting involved. This gives you another opportunity to either see them again or to followup with another touch point to thank the connection who suggested it.

4. Face Time is Critical We’re all too used to communicating by text and email. While that works in many situations, networking calls for much more personal methods. You need to build a relationship. This means personal connection. People can only get to know, like you and want to help when they meet you in person. This takes more time and effort, but the truth is, networking takes work to build a relationship.

Ask for a 15 minutes face-to-face meeting. Plan to go to them to make it easier to get on their calendar. Prepare for your meeting by having reviewed your contact’s professional LinkedIn profile and company website. Have your question list ready before you get there (translation, don’t wing it). Greet them with a strong handshake and eye contact. Listen carefully and take notes as they answer your questions. Conclude the meeting with a sincere “thank you,” in person and with a follow-up handwritten note. Yes, handwritten. An oldfashioned snail mail will make you stand out. It is also a professional touch that is appreciated. Mail it the same day as your meeting. No

kidding.

Face time includes social media too. Make sure your LinkedIn profile projects a professional image. It is not Facebook or Instagram.

Think of LinkedIn as your online resume, so keep it updated. Use a business-looking photo, not a casual one. Then use your profile to build and maintain your professional connections. You will stand out if you “comment” on the posts your contacts make. Each comment is another form of face time.

ing connection and keeping in touch. One interaction is not enough.

Remember to “pay it forward” too by asking if there is anything you can do to for them. There might not yet be an answer, but it counts that you’re interested in a two-way street if possible. You may have some insight on how to use the latest technology gadget that will help them or might provide some insight on a challenging problem they are having with a young professional on their team. Always remember: you have valuable knowledge, too.

ABOUT THE AUTHOR: Jill Johnson is the President and Founder of Johnson Consulting Services, a highly accomplished speaker, an award-winning management consultant, and author of the forthcoming Bold Questions series. Jill helps her clients make critical business decisions and develop market-based strategic plans for turnarounds or growth. Her consulting work has impacted nearly $4 billion worth of decisions. She has a proven track record of dealing with complex business issues and getting results. For more information on Jill Johnson, please visit www.jcs-usa.com.

5. Use Your Expertise to Help Others Yes, you have it. You’re way ahead of the previous generations in technology and they can learn from you. You could enhance your networking relationship by sharing something you learned about a new technology or a tip sheet on advanced use of a software program. You could send them links to articles on topics you think are relevant to the business leader’s industry.

Share what you are learning as a way of thanking your new network-

Sometimes things are just clearly

BEYOND THE EXPECTED

®

.

Just like the way we connect with our insureds.

2505 Court Street Pekin, Illinois 61558 800-322-0160 Extension 2394 www.pekininsurance.com AUTO

•

HOME

•

LIFE

•

BUSINESS

AUGUST 17 15

Wisconsin Supreme Court Interprets " S u b s t a n t i a l F a u l t "

By Leslie A. Sammon

June 14, 2017 In 2013, Wisconsin's unemployment compensation law was amended, creating a two-tiered system for determining when an employee is disqualified from receiving benefits. The first tier, disqualifying an employee terminated for misconduct, has been the standard for more than 75 years. The second tier, which became effective January 5, 2014, disqualifies an employee terminated for "substantial fault." The Wisconsin Supreme Court recently decided a case interpreting the substantial fault provision, reviewing a decision by the Labor and Industry Review Commission (LIRC) and concluding that LIRC had incorrectly denied unemployment benefits.

New Standard The statute defines "substantial fault" broadly to include "acts or omissions of an employee over which the employee exercised reasonable control and which violate reasonable requirements of the employer." The statute goes on to list three specific types of conduct that are exempt from the definition of substantial fault.

Under the statute, substantial fault does not include: 1. One or more minor infractions of rules, unless an infraction is repeated after the employer warns the employee about the infraction; 2. One or more inadvertent errors made by the employee; or 3. Any failure of the employee to perform work because of insufficient skill, ability, or equipment.

As is the case when proving disqualification from benefits based on misconduct, the employer has the burden of proving substantial fault.

Facts of the Case Lela Operton worked as a full-time service clerk for Walgreens from 16 AUGUST 17

July 17, 2012, to March 24, 2014. In her capacity as a service clerk, she sometimes performed more than 100 cash­handling transactions in a day. She completed an estimated 80,000 cash-handling transactions throughout her approximately 21 months of employment at Walgreens.

Operton made several cash-handling errors during her employment. On October 19, 2012, she accepted a Women, Infants, and Children (WIC) check for $8.67 when the check should have been for $5.76. She received an oral warning for the mistake.

On February 12, 2013, Operton accepted a WIC check for $14.46 but didn't get the customer's signature on the check. On March 6, she gave a $16.73 check back to a customer, causing Walgreens to suffer a monetary loss in that two checks, and Operton was issued a written warning for the two errors.

A few months later, Operton accepted a WIC check for $27.63 before the date on which it was valid, and Walgreens was again unable to process the check. She received a final written warning.

On January 1, 2014, she returned a WIC check for $84.95 to a customer after the customer tried to use it to purchase goods, causing Walgreens to suffer another monetary loss. She received another final written warning.

Operton received yet another final written warning with a twoday suspension on January 29 after she accepted a check for $6.17 even though it was valid for only $6. Soon after, a customer attempted to pay for $9.26 worth of items using a food share debit card, but the customer left the store without completing the PIN pad transaction. Operton was issued another final written warning, this time stating that any additional cash handling errors would lead to the termination of her employment.

On March 22, Operton allowed a customer to use a credit card to purchase $399.27 worth of items, but she didn't check the customer's identification in violation of Walgreens' policy. The company

suffered a monetary loss of nearly $400 when it later discovered that the credit card was stolen.

On March 24, Walgreens terminated Operton's employment. Its reason for the termination was her repeated cash-handling errors as well as her inability to improve despite the warnings she received.

Walgreens didn't contend that any of the errors were intentional or malicious.

Operton filed for unemployment benefits with the Wisconsin Department of Workforce Development (DWD). Initially, the DWD denied her benefits based on misconduct. She appealed, and a DWD administrative law judge (ALJ) concluded that she hadn't committed misconduct but was nevertheless ineligible for benefits because she was terminated for substantial fault.

LIRC adopted the findings and conclusions of the ALJ, explaining that Operton's major infraction (processing the credit card transaction without identification), taken together with the final warnings about her earlier cash-handling mistakes, persuaded it that she was discharged for substantial fault. The circuit court deferred to LIRC and affirmed its decision.

The court of appeals set aside LIRC's decision, concluding the commission erred in its interpretation and application of substantial fault to the facts presented by Operton's case. Giving LIRC no deference, the court of appeals conducted its own review and concluded that the fact that an employee committed multiple errors doesn't automatically transform them from inadvertent to intentional. The Wisconsin Supreme Court granted LIRC's petition for review and affirmed the court of appeals.

The third exemption provides that an employee isn't at substantial fault for her termination if she is incapable of performing the work required by the employment. The court explained that the plain language of the statutory exemption includes employees terminated for a lack of skill as well as those who aren't able to master job performance. Operton didn't rely on either the first or the third exemption, contending instead that her termination fell within the second exemption because the errors for which she was discharged were "inadvertent" errors.

In construing the second exemption, the court relied on definitions of "inadvertent" and comments by the DWD explaining that an employee's unintentional mistakes are exempt from the definition of substantial fault. The court found that the statute requires an examination of the circumstances surrounding an employee's error to determine if it was careless or unintentional. The court also found it significant that unlike the first exemption, the second exemption doesn't include any reference to warnings. As a result, an employer's warning isn't dispositive of whether an employee's errors are inadvertent or not. That is not to say that an employer's warning can never be relevant to whether an employee's error is inadvertent, but an employee who was warned about an inadvertent error won't necessarily be deemed terminated for substantial fault even if she subsequently made another error.

Supreme Court's Reasoning

Additionally, the court noted that the statute doesn't state whether there's any limitation on the number of inadvertent errors an employee may commit before the errors are no longer inadvertent. The court declined to place a numerical limit on the number of errors, stating that the facts of Operton's case require only an interpretation of the statutory language to mean that multiple inadvertent errors don't necessarily constitute substantial fault, even if the employee has been warned about them.

The majority of the court found that LIRC hadn't provided an articulated interpretation of the statute that it applied to Operton's case, so the level of deference afforded to its decision would be inconsequential. Applying either due-weight deference or no deference would require the court to construe the statute, which it did, although the issue of the standard of review was the subject of a number of concurring opinions by the justices.

The court applied the statute to Operton's circumstances and concluded that her conduct was exempt from the definition of substantial fault, and she was entitled to unemployment benefits. The court agreed with LIRC that Operton's actions fell within the general definition of substantial fault: She exercised reasonable control over the cash-handling transactions, and Walgreens' expectation that she handle transactions correctly was reasonable.

The court reviewed each of the three exemptions to substantial fault, applying principles of statutory interpretation to explain the law.

According to the court, the first exemption removes minor infractions from the type of conduct that's considered substantial fault, unless the employee was previously warned about the infraction.

The DWD's analysis of this exemption states that it was intended to exempt minor rules violations that aren't repeated after the employee receives a warning. The court further explained that an employee terminated for repetitive minor violations isn't at substantial fault, but if the employee is warned about the violations and continues to commit the same violation, her termination may be due to substantial fault.

Nevertheless, the court concluded, eight cash-handling errors over the course of 80,000 cash-handling transactions during a 21-month period of employment were "inadvertent errors." The court found that the length of time over which the errors occurred supported its conclusion.

Also, Operton's errors, albeit of a similar nature, weren't the same repeated error. The court found that for the most part, her errors involved different rules or procedures each time. In accordance with the conclusion that her conduct was exempt from substantial fault, LIRC had improperly denied Operton unemployment benefits. Operton v. Labor and Industry Review Commission, 2017 WI 46.

(Continued on page 37) AUGUST 17 17

How to Foster Creative Employees

U

nlocking the creativity of individual team members in your organization can produce innovative and unexpected solutions for your firm. A creative spirit within the work team sparks engaging conversations and encourages healthy risk-taking within the industry.

Sometimes, though, fostering creativity among your employees — whose workdays are taxing and harried — can be daunting. Here are a few easy ways you can promote innovative and out-of-the-box thinking in your workplace.

•

Show support. Let employees know that their ideas are valued no matter how unrealistic or small. They need to fell like they're in a safe environment where risk-taking is a crucial part of the creative process.

•

Encourage collaboration. Everyone has their own preferred work style, but making collaboration a priority across departments will boost creativity. Even if it's just 30 minutes a week, a brainstorming session can lead to a host of new ideas and innovative solutions.

•

Make diversity a priority. Your environment greatly affects how you feel, think and behave. If your office has a homogeneous workforce, how can you expect new perspectives to flourish? Either hire or bring in those with various backgrounds and experience to contribute and exchange thoughts.

•

Get visual. Consider adding whiteboards and chalkboards to conference rooms. Go wild and encourage doodling during meetings. (Research actually shows that scribbling is good for retention and creativity.)

When you look at things from a different perspective and sue a new part of your brain, you'll likely come up with fresh ideas.

•

Get out of the office. Spending 40 hours a week in the same office can feel stifling. Take things outside to a nearby park, restaurant or happy hour spot to have a creative session in a more relaxed environment. A change of pace and scenery may be exactly what your team needs.

It's a win-win. Not only will your agency find new ways to solve problems, but whenever employees are given an opportunity to express themselves, they're much more likely to feel personally invested in the company.

How do you encourage creative thinking within your organization?

18 AUGUST 17



I realize the importance of political contributions to the future of the Professional Insurance Agents of Wisconsin and our customers. I want to be part of the process leading to success in achieving PIA’s goals in the Wisconsin Legislative arena. Please hold my contribution as a deposit in the PIA Legislative Conduit account to be used at my direction. I understand that I will be contacted in the future, by telephone, email or direct mail, to authorize the use of these contributions. I will be asked to respond with my signature on appropriate authorization forms.

Name:___________________________________________________________________________________ (Please Print)

Primary Employer:________________________________________________________________________ (required to disburse any contributions greater than $100, by Wisconsin Law)

Occupation:_____________________________________________________________________________________________ Business Address:_____________________________ City:_____________ State:_______ Zip:__________ Home address:________________________________ City:____________ State:_______ Zip:___________ Business phone:______________________________ Home phone:________________________________ Email address:_____________________________________ Contribution amount:____________________ Credit Card Payment Name on card:_________________________________ Signature:__________________________________ Amount:______________ Card Number:_________________________________ Exp. Date:___________ Billing address on card:_____________________________________________________________________ City

State

Zip

Contributions are NOT tax deductible for income tax purposes. Donations must be made from Personal accounts only.

NO Corporate or Business Checks or Credit Cards accepted Return to: PIAW Legislative Conduit Account PIA of Wisconsin, Inc. ● 6401 Odana Rd. ● Madison, WI 53719 Fax: 608-274-8195 ● www.piaw.org ● Email: rvonhaden@piaw.org

AUGUST 17 19

~THE GOOD STUFF~

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

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

PMIC_3-625x5_PIA_1216.indd 1

Incentives work. John Hancock's Vitality program gives life insurance customers premium discounts for healthy activities. Now participants can get an Apple Watch Series 2 for $25 that tracks their activities and earns them points toward premium discounts. Since it started in 2015, stats show physical activity is up 46%.

12/13/2016 12:31:09 PM

SPENDING YOUR TIME LOOKING FOR THE NEEDLE IN A HAYSTACK?

Marketing is about pull, not push. "Marketers are all experience designers," stated David Schoonover, a top Kia marketing manager at Media Post's Insider Summit. "Think of that as a paradigm shift. From a customer standpoint, the customer experience really is the new competitive battlefield...so everything is an experience now and should be designed accordingly."

Here are three examples of how "pull" shapes customer experience: • A community hospital mails a periodic marketing tabloid newspaper to consumers that include stories about its physician specialists, who offer helpful information and health tips.

• An elder care law firm sends weekly e-bulletins that help professionals working with older persons to stay current, monthly luncheons on timely topics, webinars, articles, etc.

• When an owner's car needs service, the manufacturer delivers a loaner car to the owner's home that's equal to the owner's vehicle.

It's pull, not push, for Amazon and Uber. Even more to the point, Apple now sees itself as a services company (rather than a manufacturer) that simplifies and enhances its customers' lives and lifestyle.

While many businesses beg for leads, others design customer experiences that pull them into their orbit.

20 AUGUST 17

The Biggest Mistakes Agents Make

By John Chapin Mistake #1: Thinking that servicing accounts is more important than selling new ones I once had a coaching client show me a stack of folders and say, “This is why I can’t be out calling on new clients.” When I asked what had to be done, she picked up the first folder and said, “I’m waiting for a number from the State of Rhode Island on this one.” To which I responded, “Really? A producer is sitting in the office waiting for a number from the State of Rhode Island? No one else can handle that?” That is akin to a pilot saying they don’t have time to fly the plane because they are back serving customers drinks.

I’ve heard every excuse for servicing accounts from “they’ll only deal with me”, to “I want to make sure it’s done right.” These are simply excuses to avoid the hard work of going out and making calls. Producers are hunters, service people are gathers. Outside of renewals, scheduled service calls, and emergencies, clients should be dealing with CSRs and other support people. Not only are the support people more readily available than the agent, who should be out chasing new business, they also handle the day-to-day service items more efficiently and effectively than an agent. As an agent your job is to sell, not service. If you are hiding behind the excuse that your clients will only deal with you, that’s because you’ve trained them to do that. Time for retraining. If you think you are the only one who can do it, you’re wrong, get over yourself. Any time you are servicing, outside of renewals, scheduled calls, and major issues, you are doing yourself, your agency, your client, and your future clients a disservice. It’s what we call a lose/lose/lose/lose. Go sell and stop hiding behind service.

Mistake #2: Majoring in minor things and finding other time wasters I once had a sales manager remark to me, “During the major snow

storm last week, when people were confined to their houses, my top agent was calling people at home because he had a captive audience. My other agents were baking cookies and posting pictures on Facebook.”

This along with chatting with friends and colleagues, checking e-mail more than four times a day, taking ten coffee breaks, and, in general, finding things to do other than calling on prospects and customers, are examples of time wasters. Spending two hours looking up prospect information before you call, servicing clients on routine items as in Mistake #1 above, and spending time practicing your call 400 times before the call, are all examples of majoring in minor things. Your highest priority is to spend time with prospects and “sometimes” your top 20% of customers (again, renewals, scheduled calls, and emergencies). You should be talking to, or on your way to talk to, prospects and customers 80% of the time during prime calling hours.

Mistake #3: Focusing on reactive versus proactive marketing The fastest and best way to build business is by making phone calls and knocking on doors. It is the most effective and only one in which you have almost complete control over. Going to a Chamber of Commerce Event, BNI, or some similar networking event, hoping to get a lead is reactive. In those situations you are relying on others, whose first priority is to get business for themselves, to give you business. Worse yet, hanging out on social media or sending blind, unsolicited e-mails in hopes of getting business.

Mistake #4: Not being prepared for and not practicing sales situations If you are in leadership, I dare you to walk up to one of your agents who has been with you a while and ask, “What do you say when AUGUST 17 21

someone says…” and then give them a common, every-day objection they get like, “they’re not interested?” I promise you that 9 times out of 10 the first verbal sound out of their mouth will be “Ahhhh”.

It happens to me all the time. Just last week at a sales meeting at an insurance agency, I turned to an agent who’s been there 17 years and asked, “Joe (name changed to protect the guilty), what do you say when someone says I can get my insurance cheaper down the street?” The response? You guessed it, “Ahhhh.” Game over.

You have to be prepared for every sales situation you’re going to encounter and you have to practice ahead of time. Ideally with another human, but if not, with yourself.

Each and every answer has to be scripted and committed to memory so that you know it verbatim and can respond immediately in a real-life sales situation.

Mistake #5: No goals, no plan, and no clue how much activity has been done, or needs to be done, in order to be successful Whenever I begin working with someone one of the first questions I ask them is, “How many calls did you make last week on brandnew prospects?” As with the objection above, I am usually met with “Ahhhh.” Usually followed by a guess, like, “Um, I think about 4.”

“You think four? Is that number too big to count?” The truth is: they didn’t keep track and it wasn’t four. It may have been two, or even zero. In order to be successful, you have to have annual, monthly, and weekly goals, along with knowing the daily activity necessary to

make those goals a reality. Then you have to make the calls.

Mistake #6: Giving up too soon 81% of sales are made after the four contact. Roughly 20% of agents make it past the fourth contact. Enough said.

Mistake #7: Not doing the work necessary.

99% of the time an agent fails it’s due to a lack of activity. Not making enough calls, to talk to enough people, in order to make enough sales. The other 1% of the time, the agent got hit by a bus.

Since activity is the primary reason for success or failure, I could have led off with it, but it’s so obvious you probably would have stopped reading.

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.

A passionate belief in your business and personal objectives can make all the difference between success and failure. If you aren't proud of what you're doing, why should anybody else be?

- Richard Branson 22 AUGUST 17

edu c ati o n

New Topics in 2017! Each Approved for 3 WI CE Credits. Live. No Test. No Proctor.

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

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

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

August 2017 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

The Things Kids Get Us Into 3 WI CE # 1012440

8/1

12-3p

Kym Martell, CRM, CIC, CRIS, AAI

A Walk Around the Farm-Farm Property Considerations 3 WI CE # 6000004089

8/2

12-3p

Sam Bennett, CIC, AFIS, CRIS, CPIA

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

8/8

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

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

8/8

12-3p

Karin Klaassen, CLU, LUTCF

Time Element for Commercial Risks 3 CE # 1011193

8/14

12-3p

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

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

8/15

12-3p

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

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

8/17

8-11a

Kevin Amrhein, CIC

Flood Insurance – FEMA Approved 3 CE # 1011252

8/17

12-3p

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

Street Level Ethics 3 WI Ethics CE # 1012437 Utica Approved

8/22

12-3p

Chris Amrhein, CIC

Additional Insureds: The Quandary 3 WI CE # 1012432

8/23

12-3p

Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW

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

8/24

8-11a

Chris Amrhein, AAI

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

8/29

8-11a

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

E&O Loss Prevention 3 WI CE # 1010749, Utica Approved

8/29

12-3p

Becky Lathrop, CIC, CPIA

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

Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org AUGUST 17 23

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

• • • •

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

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

The Art of Asking Questions & What’s My Line – The Boundaries of Ethics October 19, 2017 Society Insurance – Fond du Lac

__________________

8:30 – 12:00 “The Art of Asking Questions” 4 WI CE and Utica Approved

(45 minute lunch, on your own) 12:45 – 4:00 “Ethics” 3 WI Ethics CE and Utica Approved

• •

Open to Everyone Full Day is a CPIA Update

Todd Davis, CIC

PIAW Member full day $170.00 half day $85.00 Non Member full day $200.00 half day $100.00 __________________

Do you want to avoid E&O claims, sell more insurance and become more profitable? This unique program probes how we ask questions; how we receive answers and provides startling information on how little Does notinformation includes WI CE information we actually receive. Learn the art of thoughtful questing to obtain more accurate and Fees take away great techniques to better serve your clients. The afternoon session will look at ethics, including your personal and your organization’s code of conduct.

Register at piaw.org or call 800-261-6429

24 AUGUST 17

edu c ati o n

CRM Analysis of Risk

edu c ati o n

2017 CPIA SCHOLARSHIP SPONSORS. THANK YOU!

NEW CPIAs

Congratulations to Wisconsin’s newest designees from the July 2017 courses.

Angela Schneider, CPIA - AVID Risk Solutions, Inc. with presenter Steve Becher, CIC, CPIA - PIA of North Dakota

Thank you Wisconsin Mutual and West Bend Mutual for your hospitality.

Melissa Bittelman, CISR, CPIA - Mt. Morris Mutual Insurance Company, Donald Bolier, CPIA - B&B Insurance Services, LLC, Jon Bovee, CIC, AU, CPIA - The Hanover Insurance Group, Kendal Bruner, CIC, CPIA - TRICOR, INC., Sherry Brushafer, CISR, CPIA - R & R Insurance Services, Inc., Lynne Clark, CISR, CPIA - Don-Rick, Inc., Jodi Cordes, CIC, CRM, CPIA - A F Glass Insurance Agency, Inc., Cynthia Gross, CPIA - HNI Risk Services, LLC, Doreen Janssen, CPIA - Ansay & Associates LLC, Shannon Kraut, CIC, CISR, CPIA - Ansay & Associates LLC, Linda Luka, CPCU,CISR,CIIP,AAI,AIS,DAE,CPIA - West Bend Mutual Insurance Company, Eric Martin, CPIA - Community Ins. & Associates LLC, Kashif Motlani, CPIA - AAA Wisconsin, Joseph Scheurell, FIC, LUTCF - Scheurell Insurance Agency LLC, Zachary Schmitt, CPIA - West Bend Mutual Insurance Company, Brenda Schrank, CPIA – West Bend Mutual Insurance Company, Jennifer Tedeschi Strouf, CPIA - Brandl-Tedeschi Insurance Services, Joshua Troxel, CPIA - Sierra Insurance Marketing LLC.

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

16 WI CE (*Includes 4 optional Ethics)

August 21 & 22 | Cyber Risk | Crowne Plaza Airport – Milwaukee, WI October 11 & 12 | Graduate Ruble | Radisson – Green Bay, WI* January 17 & 18 | Graduate Ruble | Crowne Plaza Airport – Milwaukee WI* Visit www.piaw.org or call PIA at 1-800-261-7429

AUGUST 17 25

edu c ati o n

Certified Insurance Service Representative

Open to Anyone!

7 WI CE Credits Course #69357

ELEMENTS OF RISK MANAGEMENT

Insurance professionals need training in the risk management process for two reasons. First, insurance is an integral part of their client’s overall risk management program. Second, services provided by carriers, agencies and brokerages are often significant items in the organization’s cost of risk. In this course we will cover each of the five powerful steps in this process, which protects not only the organization’s assets, but also its mission and its brand.

• • • * • •

The Risk Management Process & Risk Terms Risk Identification Risk Analysis September Risk Control September Risk Finance Risk Administration

20 • Waukesha 21• Madison

CLASS SCHEDULE Course Instructor Patti Gardner CIC, CRM, CPCU

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

H ot T opic S eminar

ANYONE CAN ATTEND! NO DESIGNATION REQUIRED. 7 WI CE

This William T. Hold Seminar is an

approved CISR update option.

OCTOBER 10 TH John Dismukes CIC, CPCU, AAI, AIS

Radisson – Green Bay 8:00 – 4:00 p.m.

• Things I Wish I Had Known 40 Years Ago! (Commercial & Personal Lines) • Certificates of Insurance and Additional Insureds Register at www.piaw.org or call 800-261-7429

26 AUGUST 17

Each Approved for 20 Wisconsin CE Credits PERSONAL LINES

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

COMMERCIAL CASUALTY — REVISED! November 14-17, 2017 Crowne Plaza — Madison, WI $111 PIA room rate through 11/17 886-424-0835

• COMMERCIAL GENERAL LIABILITY CONCEPTS & COVERAGE Ted Kinney, CIC, CPCU, CPIA, IIA, AU, AINS, CRIS

• PERSONAL RESIDENTIAL COVERAGES Jerry Kennedy, CIC • CONDOMINIUMS • FLOOD John Dismukes, CIC, CPCU, AAI, AIS

• ADDITIONAL INSURED CONCEPTS & ENDORSEMENTS • BUSINESS AUTOMOBILE COVERAGES & ENDORSEMENTS Patrick Deem, Sr., CIC

• WORKERS COMPENSATION & EMPLOYERS LIABILITY John Dismukes, CIC, CPCU, AAI, AIS

• PERSONAL AUTOMOBILE COVERAGES • PERSONAL UMBRELLA/EXCESS COVERAGES Russell Deaton, CIC

WI CE COURSE #69169 Day One: 8:00 – 5:15

WI CE COURSE #1012294

Day Two: 8:00 – 5:00

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

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

UTICA

Gives You the Credit You Deserve!

The following PIAW education classes are approved for the Utica premium credit.

• Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org

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.

AUGUST 17 27

edu c ati o n

Certified Insurance Counselor

22 Ways

To Make Customers Feel Valued

T

he famed author Thomas Merton said we value people, not for whom they are but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness—for what they spend.

Customers see it differently—quite differently. As Gallup, Inc. researchers point out in commenting on the economy, “Consumers are spending money, but they’re more inclined to spend it only on businesses they feel good about.” Not businesses they may like or where they’re treated nicely. In other words, their money is going where they feel valued.

Most businesses do a fairly good job “pleasing” customers—getting orders right and delivering them on time, but that bar isn’t nearly high enough. Here are 23 ways to meet today’s major challenge of making customers feel valued:

1.

2.

Never ask a customer to call back. It’s rude and demeaning.

Take their number and call them back or let them know who will be in touch with them.

By John Graham

than feeling abandoned and that’s what happens to customers when they can’t penetrate a corporate firewall. Having a personal connection relieves stress.

7.

Never let the size of the sale influence the way you treat a customer. When making a large purchase, customers expect the “red carpet” to be rolled out. But when a customer gets the same attention making a small purchase, it creates a lasting positive impression, one that keeps them coming back.

8.

Never fail to acknowledge a customer even when you’re busy. Failing to do so may be the unforgiveable business sin.

It diminishes the customer, is never forgotten, and damages the relationship.

9.

Never make excuses. They’re always a failed attempt a make yourself look good. They send a message to others that you’re weak and deceitful, someone who can’t be trusted.

10. Always ask questions. There is no substitute for getting

another person to talk. Customers will be surprised and impressed because they’re always afraid no one will listen.

Never leave customers hanging. Always close the loop by letting them know what to expect or what’s going to happen next. It relieves frustration, uncertainty, and unnecessary unhappiness.

11. Give believable answers when you’re asked questions. Short

3.

Always follow up right now. Fast action is impressive; it says you care.

12. Never leave a customer wondering. The test comes after the

4.

Ask customers if they would like help in filling out forms. This takes away the drudgery. Just the offer alone sends the message that you’re willing to take the time to be helpful.

5.

Make all messages, written and spoken, customer centric.

Start by never using “I” or “We.” They’re a turn off. Work at keeping the focus on the customer.

13. Be precise when you tell a customer you’ll get back to them.

6.

Give customers a contact person. There’s nothing worse

14. When there’s a problem, take ownership. Now the customer

28 AUGUST 17

answers satisfy customers, but always ask if what you said is clear. customer leaves or you get back to the office. That’s when they get to thinking about what you said—and when the questions come to mind. Always encourage them to call, email, or text you.

Let them know when they can expect to hear from you, and, if there’s a change, keep them informed. It’s a matter of trust.

can relax and not worry about what might go wrong. They know someone will follow through for them.

15. Surprise them with something unexpected. It may be free

shipping, upgraded delivery, a discount on their next purchase, a gift card, a discount, or an enhanced warranty.

16. Acknowledge purchase anniversaries. Shows your apprecia-

tion and keeps you top of mind. You might send a letter with a gift certificate or some other indication of your appreciation.

to express appreciation, whether it’s responding to a problem, greeting a new customer, hearing about a mistake, or getting an order.

22. Stay in touch. Getting customers is hard work; keeping then is even more demanding. Send periodic emails, but don’t make them ads! “Buy, buy, buy” drives them away. Offer helpful information and be sure to ask their opinion of a product, service, or customer experience.

17. Help people feel good about their purchase. Reinforce its val-

Most companies want to do the right thing by their customers.

Yet, far too many fall short, believing that giving them a good deal or schmoozing them is all it takes. It isn’t.

18. Check-in with customers a week after making a purchase.

Actor and director Adam Arkin says it’s hard to believe that the factor affecting the final outcome of a film is still news: “When people are treated well,” he says, “and they're made to feel valued, they give 110 percent.” That goes for customers, too.

19. Use the one word that reassures customers. When customers

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.

ue: “This will be an enjoyable addition to your home,” “You’re going to have a lot of fun driving this car,” “Your friends will enjoy coming to visit,” or “You’ve made a terrific choice.”

Make it a time to ask if they have questions and what they like best—and least—about their purchase. They’ll appreciate your continued interest; that you haven’t forgotten them. ask you to do something, say, “Sure.” Then figure out what to do—and do it.

20. Help customers avoid “buyer’s remorse.” Customers always

want to feel good about their purchases. Yet, feelings of uncertainty often set in and they doubt their decision. To help them avoid getting “cold feet,” remind them why they made the purchase, what they liked about it and share third party testimonials to validate their decision.

21. Always say “Thank you.” Every conversation is an opportunity

AUGUST 17 29

Someone is out to get you. Count on it.

By John Graham

Most of us work at finding ways to do a better job, advance in a career, and become more successful. That’s commendable, but we may differ on how to go about getting there. While most are straightforward, tackling one challenge after another, others do it differently and their actions leave marks that affect our success.

Most of us can’t choose our coworkers, team members, or business associates. Nonetheless, we can avoid being blindsided by those who, often unintentionally, would throw us off course. Here is what to look for:

Those who act too quickly. In school, they raced to get a seat in the front row and their hands went always up first when the teacher asked a question, even though they didn’t know the answer. Some never stop raising their hand first. They’re enthusiastic, but they can cause trouble by not take time to think things through.

Those who lack flexibility. We admire those who stand by their beliefs and don’t give in even when it could help to bend a little. Yet, rigidity can create roadblocks that thwart discussion and lead to hostility.

Those who rush to get it done. They plough right in, ignoring even the most obvious red flags. They never ask questions, refuse help, and never think through tasks before moving forward.

They leave a trail of trouble behind them for others to clean up.

Those who never quite finish. Whatever the task, they drag it out (usually accompanied by questionable excuses). Then, when the deadline passes, they want more time to “check one more thing,” while coworkers are left waiting.

30 AUGUST 17

Those who want to do too much. Smart and capable, they’re up for any challenge that’s handed to them. You can count on them to do a good job and do it quickly. Without knowing it, they can also create dissention among team members who resent having a “star” in their midst.

Those who always misunderstand. It seems as if not getting something the way it was intended is a character trait with some people. No matter how clear the instructions or how detailed the discussion, someone always comes up with, “But I thought....” It isn’t so much that they see things differently as it is “reinterpreting” them so they’re comfortable with them.

Those who are brain pickers. “I’m kind of stuck. Could you give me some ideas?” they say. You can count on it. Some are just plain lazy, but others, lacking self-confidence, feel free to take from others, and adding nothing of their own.

Those who are unendingly late. Whether it’s getting to meetings or completing assignments, some people are always late. It doesn’t appear to bother them that others depend on them and that being out of step is disruptive.

Those who make up their own rules. In the past, there may have been more room for outliers, those who “march to a different drummer,” or “do their own thing.” But not so much in an

interdependent and collaborative work environment that depends on communication, coordination, and cooperation.

Those who set their own limits. Whenever they’re asked to take on an assignment, meet a critical deadline, or make some accommodation, they always have too much on their plate, while others find time to get the job done. Their plates may be too small for the job.

Those who are always right. They may not know the right questions to ask, but they never run short on having the right answers.

The more you attempt to convince them otherwise, the more they feel cornered and the more they resist. They’re favorite spot is standing outside the circle and criticizing.

Those who always see flaws. Uncovering flaws is a useful skill for improving the quality of our work. But some flaw-finding can be self-serving when it’s used to improve one’s position by embarrassing or attacking others.

Those who don’t think things through. An analytical approach takes time and, more often than not, requires deferring decisions until more data is available. But that doesn’t satisfy those who want action. “By the time we get around to making a decision,” they say, “It’ll be too late.” Pushing things through rather than thinking them through is dangerous.

matter how hard you try to draw them into a discussion, they sit by silently while the members of the team wrestle with the issues. It’s then that the second-guessers come to life to let it be known why it won’t work, why it will fail.

Those who see only through their own eyes. No matter how vigorously denied, we’re all held in the clutches of biases that color our picture of the world. It’s the stuff that causes some to misunderstand and righteously reject ideas and actions that differ from their own.

Those who equate quantity with quality. Years ago, a student came to his 10th grade civic class carrying a ridiculously thick binder filled with newspaper clippings. Today, he would download endless articles from the Internet. Either way, the results are the same: a stack of stuff but little or no understanding.

While most of those we encounter throughout our careers are helpful and supportive, there are others whose actions can cause us trouble.

So, what’s the best way to avoid being blindsided and hurt? Stay alert and remember, someone is out to get you. Count on 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, 617-7749759 or johnrgraham.com.

Those who second-guess everyone and everything. No

AUGUST 17 31

More than a trusted brand, AAA is the perfect lead — and close.

Every sale has a beginning and end.

And AAA can help your independent agency with both. Add AAA to your product mix and grow your bottom line selling quality insurance through AAA and the extensive benefits of AAA Membership – an unbeatable combination of security and savings.

If you’re ready to grow, we’re here to help with the products and support that can help you earn more. n Quality insurance with competitive rates n Powerful brand recognition n Sales manager support n Product training n Extensive marketing co-op program n Competitive commission on insurance and membership

Learn more today.

Call Heidi Nienow at 608-828-2614 or email me at hqnienow@aaawisconsin.com

17-IA-2054 LC 3/17

There when it matters most to agents.

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

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

But offering advanced technology equal to any national carrier isn’t enough. Donegal interacts with our agents to constantly look for ways to enhance our technology offerings.

Delivering superior technology, another way Donegal is “There When It Matters Most” for independent insurance agents.

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

32 AUGUST 17

AUGUST 17 33

Five Secrets to Find and Keep Top Notch Talent

By: Mike Campion

Without Breaking the Bank

Do you have employees that you constantly need to coddle, cajole and cater to? Are their needs and wants constantly changing? Do you feel like you can’t afford to pay what it takes to get— and keep—top talent employees?

You are about to discover 5 actionable strategies to help you find—and keep—the best employees without spending the GDP of Uzbekistan in payroll. Fear not, none of the 5 strategies are about base salary, benefits or bribing.

Think more effective and less expensive. Imagine your company as the sole provider; the sole source of something special that your employees are desperately looking for and can’t find anywhere else.

Secret #1 - Build a Community - NOT A Workforce Chances are you are not hiring people for their first job. Some are even coming from a job they hate. A job that paid the bills and nothing else. Invite prospective employees to join a communitynot to sign up for another less-than-fantastic job.

When you create a community of people with shared values that care about each other, the tendency to steal, quit, come in late, complain, whine or partake in other non-superfantastic behavior decreases exponentially.

Typical Employee/Employer Workflow Step 1 - Comply with these many rules Step 2 - There is no step two

34 AUGUST 17

New and Improved Community Deal: Step 1 - Build an appealing community Step 2 - Invite talented amazing people into that community Step 3 - Reinforce what it looks like to be a good community member Step 4 - Live happily ever after Secret #2 - Provide a Sense of Purpose Once you build a community, your team will have a sense of belonging. Supercharge that with a sense of purpose and your organization becomes extremely sticky to top talent. People desperately want to be a part of something bigger than themselves. Something they believe in.

Your employees and potential new hires desperately want something bigger than themselves to belong to. Provide that for them and unleash the floodgates for an avalanche of talent at your doorstep.

Don’t be fooled by the old, “Sure that works for brain surgeons, but MY business is different...” nonsense. Whether you own a cleaning company, an industrial fasteners plant or any other business that doesn’t feel like you are changing the world, the only reason you are in business is that you provide value to the people

you serve.

If you are categorically closed to the idea that your business changes lives- adopt a cause. Become active in your community, give to a charity- do something as a team that creates value and gives everyone a reason to bound out of bed and be excited to get to work day-in and day- out! If you aren’t careful- you just might find yourself addicted to making the world a better place.

Secret #3 - Offer Experiences Over Expenses Do you have a trip that you took as a child that you still look fondly back on? A holiday that you will never forget? A vacation years ago where everything went wrong, but you and your family still talk about it?

Best looking family Best hair Customer favorite Most likely to win at arm wrestling Small things like this make big differences in employee’s lives and their contribution to your organization. Few things are more rewarding than seeing awards given and pictures taken of you handing an employee an award proudly displayed in homes years later. Let loose, use your imagination and love on your people and you might just be surprised that you are the one that gets the most benefit.

Secret #5 - Put a Bow on it With Core Values Core Values are your secret sauce to attracting top level talent Salary and benefits are commodities. A sense of purpose in a without breaking the bank. Not an old school string of meaningcommunity of people you care about are not. A study by Harris less words displayed on a plaque at your front office. Three to Group found that 72% of millennials prefer to spend more money four key beliefs; summed up in a word or two each. The guiding on experiences than on material things. principles that provide your company’s special brand of awesome.

Shared experiences build bonds, families, communities and companies. Don’t just hope these experiences happen- create them!

Shared Core Values are the rules your company lives by to accomplish that community. They are a golden thread that runs Have monthly events throughout your company.

Rent a bounce house A dunk tank employees can dunk management in Employee hiring ads Comically oversized sumo suits employees can battle to the death Your website in…

Your interview process Your employee review process Anything to help create experiences for your employees to build Your on hold music/script for your phone system that community.

Who you accept as customers, vendors and employees Don’t keep the fun to yourself. Invite employees’ families, cusCore Values is the final secret that brings the first four all totomers, prospects, prospective employees, even vendors! All of gether and gives them power. this creates an environment your team is proud to be a part of and makes it very difficult for them to leave.

It is impossible to get people to act outside of their true beliefs for an extended amount of time. It is far easier (and more enjoySecret #4 - Appreciation able) to help people live out your mutual shared beliefs and This is your secret weapon. Not only can it be had for the low, values for the benefit of a shared larger purpose. low price of zero dollars, it can be the most valuable. Even better- it can be a ton of fun.

ABOUT THE AUTHOR: Mike Campion is a celebrated speaker, entrepreneur and author Once you have built this community that the members are proud of I’m a Freaking Genius, Why is This Business So Hard?. A small business expert, Mike has built several multi-million dollar to be a part of, working towards a worthy goal and experiences that bond everyone together, your employees will crave recogni- businesses, the most recent achieving $4.3 million in sales in the first 18 months. As the host of the “Conversations with a Genius” tion from you and the community. podcast, Mike imparts his business wisdom on his listeners. For When you have events give awards. Lots of awards. Not just the more information about bringing in Mike Campion for your next typical performance based awards- award for everything. Enjoy a event, please visit www.MikeCampion.com. few examples to get your creative juices flowing:

The golden rule for every business man is this: 'Put yourself in your customer's place.'

— Orison Swett Marden

AUGUST 17 35

25%

Agents Wanted!

Avg Annual Rate of Direct Written Premium Growth (2010 - 2015)

Come Grow with Us! You don’t triple in size in five years without satisfied agents!

Berkshire Hathaway

GUARD

We now feature more lines of business in most states (including a One-Stop Insurance Shopping solution via BizGUARD Plus).

We are a stable open market for your commercial Property & Casualty accounts that provides the qualities you seek: Competitive Pricing • Unique Coverage Extensions • Excellent Commission Potential • Broad Underwriting Appetite • Easy Submission Process • Superior Customer Service

Insurance Companies

We’re the quote you could come up against, so why not join us? Go to www.guard.com/apply

Visit www.guard.com for product availability in specific states.

BECOME A BWO ASSOCIATE

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

“Good People to Know”

BUDZISZ WRUCK OSBORNE

INSURANCE GROUP, LLC

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

www.bwoinsurance. com

agents enjoy...

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

companies we represent...

AAA Wisconsin, Acuity, Allied Insurance, Austin Mutual Insurance, Auto-Owners Insurance, Badger Mutual, Dairyland Auto, Ellington Mutual, Foremost, General Casualty, GMIC, Hagerty, Hanover, The Hartford, Hastings Mutual, IMT, Integrity, Kemper Preferred, Met Life, Mt. Morris Mutual, Partners Mutual, Pekin, Philadephia Insurance Companies, Progressive, Safeco, Secura, Society, State Auto, Travelers, Victoria, West Bend Mutual 36 AUGUST 17 InsuranceBroker_AdFINAL.indd 1

4/24/15 8:48 AM

(Continued from page 3 - From the President)

education, special events, marketing materials, and legislative initiatives that serve the purpose for the PIAW. Extraordinary things are accomplished by those who volunteer and lead.

Again, I am excited to serve as President this year at the PIAW. I look forward in leading, teaching, bring new ideas, and help to perpetuate the plans that have been set forth by prior leaders. I am happy that we don't have to look at “repeal and replace” of any big policies. We have had a great foundation in this association and we will continue to ask, listen, and implement action and programs that you, our members, are looking for.

(Continued from page 6 - From the Boardroom) Lastly, the Partnership has completed working on an Agency Journey Mapping Seminar regarding perpetuation and succession for agents. Currently any company, agency, association, etc., can offer this. The goal is to aide attendees of the seminars in creating their succession/perpetuation plans.

I highly recommend that you access the PIA National Website - learn more about the great member benefit programs available to you at no cost or low cost. The Partnership has been a successful program for PIA, independent agents and carriers who wish to see us succeed and have committed their time and talents to this effort.

(Continued from page 17 - Substantial Fault)

Bottom Line The court's interpretation of the substantial fault exemptions falls in line with the presumption under Wisconsin law in favor of compensating the unemployed. The court left open the issue of at what point numerous errors that seem inadvertent in isolation cease to be inadvertent when viewed in their totality. Nevertheless, the conclusion reached by the supreme court on the facts of Operton's case suggests that it will remain difficult for employers to prove substantial fault and disqualify former employees from receiving unemployment benefits.

This article, slightly modified to note recent updates, was featured in the June 2017 issue of the Wisconsin Employment Law Letter, which is co-edited by Axley Bryne/son Attorneys Saul Glazer and Michael Modi and published by BLR®-Business & Legal Resources. Reproduced here with the permission of BLR®-Business & Legal Resources.

For more information about "Wisconsin Supreme Court Interprets "Substantial Fault"," contact Leslie A. Sammon at /sammon@axley.com or 608.283.6798.

Axley Bryne/son is pleased to provide articles, legal alerts, and videos for informational purposes, but we are not giving legal advice or creating an attorney/client relationship by providing this information. The law constantly changes, and our publications may not be currently updated. Before relying on any legal information of a general nature, please consult legal counsel as to your particular situation. While our attorneys welcome your comments and questions, keep in mind that any information you provide us, unless you are now a client, will not be confidential.

10 RULES FOR SUCCESS 1. Never wing it. You're only kidding yourself; everyone else knows you're not prepared.

2. Always find a solution. Separate yourself from the competition. There's always an answer if you make the effort to find it.

3. Share everything you know. Knowledge attracts. Besides, there are no secrets.

4. To write it is to know it. Writing helps to think it through; everything else is just talk.

5. Pull is better than push. Do everything possible to let prospects find you.

6. Stand by your standards. Cutting corners kills careers.

7. Develop a niche. Expertise attracts.

8. Differentiate indefinitely. Why should customers do business with you and not someone else?

9. Practice paranoia. Always be prepared for the predator.

10. Create a personal brand. It's your individual appeal to customers. It's what they think about when they think of you.

AUGUST 17 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

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. Brian MacGillis, CPIA President MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004 brian@macgillisinsurance.com Ms. Jodi Cordes, CIC, CRM, CPIA Vice President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com Mr. Matt Cranney, CIC, CRM Treasurer M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com

Mr. Rick Clements, LUTCF, MDRT, Past President Clements Ins. Agency, Inc. 317 N 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337 rick@clementsagency.com 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 Secretary Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com

Ms. LouAnn Herriges, CIC, CISR American Advantage - IFS, Inc. 353 Forest Grove Dr. #205 Pewaukee, WI 53072 Phone 262-696-5800

STAFF 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

Fax 866-255-4440 LouAnn@insurancewisconsin.biz 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

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

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

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

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

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

Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

Coming Events AUGUST 2017 20-21

Ruble Cyber Risk Seminar Milwaukee, WI (16 WI CE)

SEPTEMBER 2017 13-15

CIC Personal Lines West Bend, WI (20 WI CE)

20, 21

CISR Elements of Risk Management Waukesha, Madison, WI (7 WI CE)

OCTOBER 2017 10

Hot Topic-Things I Wish I Knew 40 Years Ago Green Bay, WI (7 WI CE)

11-12

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

19

Hot Topic-The Art of Asking Questions & Ethics Fond du Lac, WI (7 WI CE, 3 are Ethics)

25

CISR Personal Residential Rothschild, WI (7 WI CE)

26

CISR Agency Operations Waukesha, WI (7 WI CE, 1 of 7 is Ethics) 38 AUGUST 17

NOVEMBER 2017 1-3

CIC Commercial Casualty Madison, WI (20 WI CE)

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

6401 Odana Road Madison, WI 53719 Change Service Requested

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

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

Primary Contact Information:

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

Name & Designation

DOB

Gender

Employment Status

o Male o Licensed Owner o Female o Licensed Producer

Part-time

Magazine

Nat’l Voting

Privilege

INCL INCL

o

Agency Information: Agency Type:

o Sole Owner

Top 3 P&C Companies (list in order)

o Partnership

o Corporation

Other Association affiliated with_______________________________

1)__________________________ 2)__________________________ 3)____________________________

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

Calculate Membership Amount Due:

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

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

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

Signed_________________________________ Dated_______________________

Total Amount from Dues Schedule $__________________ Send:

o Check

o MC

o VISA

o DIS

o AMEX

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