July 2017 Wisconsin Professional Agent

PROFESSIONAL AGENT July 2017

What's Inside Nominations.................... 10 Committee report What Is Your.................... 14 Memory Worth YPC Scholarship............. 15 Photos Succeed As A Leader....16 Why Customers Won't Buy from You................... 18 Convention Agenda and Highlights..................21 Convention Sponsors.....23 Education Section.......... 24 Reach The Next .............32 Generation New Members................ 37 What Is The 1752 Club... 36

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From the

President Brian MacGillis, CPIA — President, PIA of Wisconsin

THE BEST IS YET TO COME Thank you for allowing me to serve our agent’s association as your President this past year. I am proud to report that the association is in a better position to serve its’ members than it was 12 months ago. This is due to the phenomenal PIAW staff that works for us daily in Madison, our National PIA partners in Washington DC, and the volunteer agent members who work to further the interests of Independent Agents all over the state.

Here are a few of this year’s accomplishments: • We’ve organized of one of the best convention lineup’s in recent memory in our state’s most populous city.

• The YPC Committee is ready to put on a Scholarship Golf Outing to benefit some great young men and women entering our industry, giving out up to $25,000 in scholarships.

• We’ve strengthened our relationship with The National Alliance to continue as the leader in insurance education.

• We have created some great new member benefits to help our agents expand their social media footprint.

• There is increased volunteerism in our association. While other trade associations struggle to find ‘new blood’, we have seen growth in the number of committee members and have some first-rate candidates to run for your board in 2017.

• With additional trips to the Capitol buildings in Madison and Washington DC, we are in a significant position to continue to fight for consumer and agent-friendly legislation.

• My writing skills have greatly improved with these monthly articles, thanks to my “Editor-in-Chief”, my wonderful wife Libby!

It is also important to note that many of the accomplishments we’ve made this year happen by just fine-tuning things that were already in place, thanks to those who have previously served our association. We have “done no harm” to the member benefits that they enacted and have expanded on the foundation that they all worked so hard to build.

This is also the time of year that we say ‘goodbye’ to the board members that have terms coming to an end. Both LouAnn Herriges and Rick Clements have selflessly served your association over the last 7+ years and deserve our admiration and gratitude. Thank you both for the council that you have provided me over the last 6 years I have served on the board.

And the best is yet to come! Jodi Cordes, Matt Cranney, and Sean Paterson are all waiting in the pipeline, ready to step up to the plate and lead this association. I have the utmost confidence in all of them to find ways to push PIA even further forward.

Lastly, this is not a goodbye for you and me. I get to sit quietly in the back of the board room over the next year as Past President. It will be a welcome change to watch others take this organization in a new and fresh direction but always with you, the member, in mind. Thank you for your support, your trust, and your membership in PIA!

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JULY 17 3

Memos from

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

ADDING AN RV TO A PAP SUMMER IS RV season and many folks use their RV for

weekend or longer vacation trips. If you simply add the RV to an insureds personal auto policy (PAP), you may be subjecting your customer to huge coverage gaps. The PAP is not designed for the travel trailer or motor home exposure. Here are some problems with adding an RV to a PAP: 1. The typical PAP provides physical damage coverage only to covered autos, not to personal property within the auto.

2. If the motor home is used as a primary residence, the insured may not have any comprehensive personal liability coverage.

3. If an RV is added to a PAP, it will be at the same liability limits as the insureds existing autos and those limits may not be sufficient to cover the extensive damage that a large motor home can inflict.

4. PAP’s normally provide low towing and roadside assistance limits. Those limits are not sufficient to tow most motor homes. A 50 mile tow for a motor home may cost upwards of $800.

Think again before adding your customers RV to a PAP. A separate RV policy is the way to go.

PERSONAL AUTO loss costs are not a mystery to those of us in the insurance industry. More cars on the roads, driving more miles, higher medical costs, higher repair costs for new vehicles and distracted driving all push loss costs to higher levels. The auto insurance industry as a whole has not had a combined ratio of under 100 since 2007. The jump in frequency can be attributed to more cars on the road as people return to work after the recession and lower gas prices, but the severity issue is a little harder to quantify. One factor is repair costs as auto manufacturers add new technology that not only costs more but also requires specialized labor to repair. A company survey of repair costs due to minor front end damage found that in 2014 the cost was about $1,846.

By 2016, that cost had jumped to nearly twice as much at $3,551. While many of these new technologies are designed to increase safety in the vehicles, there are some that feel that the number of gadgets in vehicles is actually leading to distracted driving and increasing the chance of accidents.

All of this is leading to a predicted hard market in 2017 with many carriers anticipating premium increases of 8 – 12 percent nationwide. We will have to see if Wisconsin loss costs and premiums hold true to the national averages or if we hold our normal position as better that the national statistics.

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From the

Boardroom Julie Ulset, CPIA, Director of PIAW

WHAT THE PIA CAN DO FOR YOU When I was growing up I never really heard my father or brother talk about the PIA, I saw the stickers in the window and wondered what it was but just thought, “Dad belongs to an organization”. When I purchased the agency in 2008 I knew I needed E&O and the PIA was the first place I went to try and purchase E&O Insurance. I called the PIA office to ask what to do and where to go to purchase E&O for a new business owner. That’s when I decided maybe I should look a little more into the PIA. Going to my first convention by myself in Green Bay was intimidating but stimulating. The individuals I met were wonderful and my growth in the PIA began that week in Green Bay. After that I joined the YPC committee and everything fell into place. This is what I want everyone to know about the PIA: One man, two man or 1000 man shops, the individuals that belong to this great organization are unbelievable. You can be a $500,000 agency or a $10,000,000 agency and it doesn’t matter, members talk to you as a human being not a number.

If you don’t know something and are wondering; “I wonder how they do that in their agency?” or” I wonder what type of system they use?” Most of the members will let you

Since 1878

know and not have any problem telling you how they went about getting the best product or who they talk to. Others talk about “Yeah I want to get on a committee but don’t have the time”. Time isn’t a reason for not joining a committee as some are now meeting via call conferencing. My thought process is that you usually meet once a quarter and it helps the organization and helps you make contacts you wouldn’t know otherwise. It’s helped me more than I ever thought possible. We are all asking the same things; “How do we get young people into the industry? Companies are doing it, large agencies are doing it, why can’t small agencies do it?"

Joining a committee brings you more opportunities to find out how to bring a young adult into the agency. The PIA has so many opportunities that we miss out on due to being too busy or not knowing what there is, but joining a committee you find out that they offer group life insurance, disability, E&O, marketing materials, insurance careers, scholarships, education, free legal consultation and so much more. So what I wish for is that you join a committee and see what is out there. You may be surprised at the outcome of the benefits by joining a PIA committee and what it can do for you.

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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

Donna M. Achenbach, 1450 Heimer Rd., Pen Argyl, PA 18072, 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 New York on a licensing application.

James C. Hill, P.O. Box 247, Pardeeville, WI 53954, 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.

Maxwell S. Anderson, 17500 W. Liberty Ln., New Berlin, WI 53146, agreed to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose criminal convictions to OCI.

Deborah J. Hoeft-Christopherson, 11600 161st St., Chippewa Falls, WI 54729, had her 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 Wisconsin on a licensing application and failing to respond promptly to inquiries from OCI.

James A. Chambers, 3975 Denwood Dr., Indianapolis, IN 46226, 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 Indiana on a licensing application.

Ellis O. Ferguson, 4120 N. 92nd St., Apt. 8, Milwaukee, WI 53222, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support.

Cierra T. Finkley, 1186 Moorland Rd., Apt. 215, Madison, WI 53713, 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.

Tyler A. Jochman, 7 Terrace Chase, Sun Prairie, WI 53590, had his application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct.

Cynthia L. Johnson, 1696 Spring Lake Cir., Jordan, MN 55352, 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 Minnesota on a licensing application.

Debra S. Fischer, 1420 N. 3rd Ave., Wausau, WI 54401, 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.

Adam Laakko, 1836 Covington Dr. S.E., Grand Rapids, MI 49506, 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 California and a criminal conviction on a licensing application.

Thomas Greninger, 9912 Lapworth Cir., Huntington Beach, CA 92646, 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 Kansas on a licensing application.

Edward H. Lukatsky, 250 Hammond Pond Pkwy., Unit 5085, Chestnut Hill, MA 02467, 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 Massachusetts on a licensing application.

8 JULY 17

Nolan E. Marzett, 806 Oregon St., Green Bay, WI 54303, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, having unpaid civil money judgments, owing delinquent child support, and failing to apply for and obtain a federal crime waiver.

Mirko Milicevic, 5901 W. Brown Deer Rd., Apt. 201, Milwaukee, WI 53223, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal charges and convictions on a licensing application, having criminal convictions that may be substantially related to insurance marketing type conduct, providing false identity and immigration information to OCI, and having unpaid civil money judgments.

Alyssa M. Padilla (Swanson), 3423 Kinzie Ave., Racine, WI 53405, 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.

Maira Peralta, 2433 S. Riverside Dr., Lot 8, Beloit, WI 53511, had her application for an insurance license denied for 60 days.

This action was taken based on allegations of failing to disclose criminal convictions on a licensing application.

Jeff E. Pope, 3073 Secretariat Ct., Aurora, IL 60502, was ordered to pay a forfeiture of $1,000.00, was ordered to provide OCI with accurate and complete information, and was ordered to timely and fully disclose to OCI all matters requiring disclosure. These actions were taken based on allegations of providing false information to OCI and failing to timely report an administrative action taken by the state of Illinois on a licensing application.

Lyllian R. Porter, 2941 N. 8th St., Milwaukee, WI 53206, had her application for an insurance license denied for 31 days. This

Allegations

and

action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Harvey J. Silverstein, 2212 S.W. 16 Terrace, Ft. Lauderdale, FL 33315, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by the states of Pennsylvania and Florida related to conducting unauthorized insurance business.

Wayne K. Soud, Jr., 1306 Glen Cedars Dr., Mableton, GA 30126, agreed to the issuance of a two-year probationary license having certain reporting requirements. This action was taken based on allegations of having an SEC action taken against him and for failing to disclose a criminal conviction and an administrative action taken by the state of Georgia on a licensing application.

Richard P. Wade, 3920 18th Ave., Kenosha, WI 53140, 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.

Thomas J. White, 311 Glenthistle Ct., Madison, WI 53705, 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 California on a licensing application.

Kourtney D. Zenk, P.O. Box 368, Rio, WI 53960, had her application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal charges on a licensing application, having a criminal conviction that may be substantially related to insurance marketing type conduct, and failing to complete the terms of a deferred prosecution agreement.

Actions Against Companies

Capacity Coverage Company of New Jersey, 1 International Blvd., Mahwah, NJ 07495, had its application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Massachusetts on a licensing application.

Green County Mutual Insurance Company, 326 6th St., Monroe, WI 53566, was ordered to pay a forfeiture of $1,000.00 if it fails to submit evidence to OCI by JULY30, 2017, that shows compliance with previous examination orders.

Luck Mutual Insurance Company, 400 Main St. S., Luck, WI 54853, was ordered to pay a forfeiture of $1,000.00 if it fails to submit evidence to OCI by JULY 30, 2017, that shows compliance with previous examination orders.

Risk Services of Chattanooga, LLC, 7000 Lee Hwy., Ste. 900, Chattanooga, TN 37421, had its application for an insurance license denied. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Ohio and Florida on a licensing application.

RSC Insurance Brokerage, Inc., 160 Federal St. Fl. 2, Boston, MA 02110, had its application for an insurance license denied.

This action was taken based on allegations of failing to disclose administrative actions taken by other states against the agency and its designated responsible producer on a licensing application, and having a history of administrative actions related to failures to disclose required information to other state insurance regulatory agencies.

Spring Grove Mutual Insurance Company, 1105 W. 2nd Ave, Brodhead, WI 53520, was ordered to pay a forfeiture of $1,000.00 if it fails to submit evidence to OCI by JULY 30, 2017, that shows compliance with previous examination orders.

Stockholm Town Mutual Insurance Company, P.O. Box 632, Stockholm, WI 54769, was ordered to pay a forfeiture of $1,000.00 if it fails to submit evidence to OCI by June 30, 2017, that shows compliance with previous examination orders.

West Title, LLC, 11660 Wayzata Blvd., Minnetonka, MN 55305, had its application for an insurance license denied for 31 days.

This action was taken based on allegations of failing to disclose an administrative action taken by the state of Minnesota on a licensing application.

JULY 17 9

30 th ANNUAL MEETING NOTICE and

Nominations Committee Report

The Annual Meeting of the Professional Insurance Agents of Wisconsin, Inc. will be held at 11:15am on Thursday, August 3, 2017 at the Potawatomi Hotel & Casino, Milwaukee, Wisconsin. At that meeting, the Nominations Committee will place the following names in nomination for election to the Board of Directors.

In accordance with PIA procedures, we are publishing photos and a brief biography of each nominee.

Nominations will be accepted from the floor at the annual meeting and each nominee will speak on their own behalf prior to the election. Each director elected will serve a three year term beginning at the installation ceremony that evening.

MICHAEL WINSTANLEY, Winstanley Insurance Agency, Inc., West Allis, WI. Michael has been in the insurance industry for 9 years. He is a high school graduate and is involved with the St. Ben's church meal program. Principal Companies: ACUITY, Progressive and AAA. Michael has served on the PIAW Convention Committee.

MICHAEL KEENER, CIC, Keener Insurance Solutions, LLC, Germantown, WI. Michael has been in the insurance industry for 15 years. He has an Associate's Degree from UW-Waukesha and has earned the CIC designation. He is a freshman golf coach and a volunteer church leader at St. Peter's Parish. Principal Companies: West Bend, IMT and Hanover. Michael is currently on the PIA Board of Directors and has served several terms on the YPC Committee.

JEREMY CORDOVA, CIC, Cordova Insurance Agency, Inc., Merrill, WI. Jeremy has been in the insurance industry for 13 years. He has a Bachelor's Degree from UW-Madison and has completed the CIC designation.

He is active in the Merrill Rotary Club, Merrill Chamber of Commerce the Lincoln County Archery Club and is a Merrill Noon Optimist volunteer. Principal Companies: West Bend, ACUITY and Wilson Mutual. Jeremy is currently on the PIA Board of Directors and has served several terms on the Legislative Committee.

MITCHELL TARRAS, Nett Insurance Agency, LLC, Plymouth, WI. Mitch has been in the insurance industry for 6 years. He attended UW-Washington County. He is active in the Plymouth Chamber of Commerce.

Principal Companies: Germantown Mutual, IMT and QBE. Mitch has served on the YPC Committee and on the Agents Service Committee.

JORDAN KARWEIK, Dross Countryside Insurance, Waterford, WI. Jordan has been in the insurance industry for 5 years. He has an Associate's Degree from Milwaukee Area Technical College. He is active in the Rotary Club, Kiwanis Club, Moose Lodge, Brown's Lake Aquachucks and the Waterford Chamber of Commerce.

Principal Companies: Erie, West Bend and SECURA. Jordan has served on the PIA Legislative Committee.

DAN WOLFGRAM, AINS, CPIA, R&R Insurance, Waukesha, WI. Dan has been in the insurance industry for 30 years. He has a Bachelor’s degree in Business & Management from Cardinal Stritch University and an Associate Degree in Marketing from WCTC. He is President of the Waukesha County Technical College Foundation. Principal Companies: West Bend, ACUITY and SECURA. Dan has served on the Public Relations Committee of PIAW.

10 JULY 17

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What is Your

Memory Worth

in the Courtroom?

by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates Inc.

When errors and omissions (E&0) claims occur, the discovery process involves sworn statements provided in depositions or in the actual courtroom in the vast majority of the cases. When these statements are provided, the best scenario is that there is documentation, such as agency system notes, letter, emails, etc., to support them. However, all too often, statements are based on the memory of the people providing them.

The answer to the question posed in the headline is "not much."

When errors and omissions (E&0) claims occur, the discovery process involves sworn statements provided in depositions or in the actual courtroom in the vase majority of the cases. When these statements are provided, the best scenario is that there is documentation, such as agency system notes, letters, emails, etc., to support them. However, all too often statements are based on the memory of the people providing them.

• The person doing the documenting should be the same person who had the conversation with the client.

Using the scenario in which the producer alleges that the client declined a specific coverage from the proposal, which if the following has more credibility: the producer relies on his or her memory or a document that memorialized the decision to decline a specific coverage?

• Declinations or rejections of coverage must be documented. To ensure that there is no misunderstanding about what the client said and what your agency heard, it is strongly suggested that there be written communication back to the client memorializing the discussion. You will be surprised about what the client will say after a loss when they are told there is no coverage!

D ocument ,

document , document

A common phrase often used in litigation matters is "if it is not in the file, it didn't happen." It would be challenging to find a more accurate phrase when it comes to E&O loss prevention.

When an E&O matter develops, both of the attorneys have a right to all of the various pieces of a file. This includes agency notes, e-mails, letters, the proposal, and more. The goal is that the documentation will tell a story that aids in the agency's defense. Therefore, a lack of documentation significantly impacts that defense.

The courts typically do not look favorable on a person's use of their memory; it is referred to as "hearsay" and does not carry the same weight as actual written documentation. There is the definite possibility that testimony based on memory may be considered inadmissible.

What does good documentation look like? Consider these key elements: • Be mindful about what you're documenting as your email or agency notation handled today could be read by someone who is suing you tomorrow.

• The documentation should be detailed and contain the necessary "who," "what," "why," "when," and "where."

JULY 17 14

• Discussions with carriers and intermediaries should be documented. While you believe that the underwriter will work with your agency in the event of a problem, what if that underwriter is no longer with the company when you need them?

• The agency should have written standards and procedures established that clearly delineate where documentation of various types should be stored in the agency system.

Done right For insurance producers, there should be concise documentation of producer-client meetings. This can be at the initial stage of the relationship or at the numerous times when the interaction occurs. Notes should be taken detailing the discussion and then memorialized not only in the agency system but also, as noted above, through some form of written communication back to the customer or prospect. The documentation should include who was present for the meetings, what was discussed, and what was agreed upon.

Quality and effective documentation may not be easy and will be time consuming, especially if it is done right. However, it really is that important.

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

2017 YPC HIGH SCHOOL SCHOLARSHIP WINNERS! These students were awarded the 2017 PIAW YPC Schol-

arship at their high school awards night. $21,000. in YPC scholarships were awarded this year!

The insurance industry offers diverse career opportunities. Sales, business administration, IT, marketing, arson investigation and customer service are just a few of the career paths we are helping these students follow. You can watch the college scholarship winners receive their checks at this year’s convention during the opening party on August 2nd.

We hope to see you there.

Jim Natalizio of HNI presenting the check to

Julie Ulset of Grams Insurance Agency LLC presenting the check to Kenedi Kruckenberg.

Pictured (l/r) Kody Klumb, Brian

Ben Krimpelbein along with his

Klumb of Marinette Insurance

principal, Dwayne Jobst, at the Lake County

and Financial Services, and Kyle

Lutheran High School ceremony this

Klumb holding their checks

morning. “Thank you to the PIA and YPC for

at the Marinette High Schools

this great program helping the stars of the

Scholarship awards night

future like Ben.”

on May 10th.

Congratulations to all the winners!!!

15 JULY 17

To Succeed

As a Leader

Share the Big Picture

by Walt Grassl

Mike worked for a medium-sized business and went to work every day happy to have a job. But he wasn’t too enthused about his work environment. Employee morale was so-so because most long-time employees were merely going through the motions.

Greg was a friend of Mike’s from college. They both went to work, but in different industries. They stayed in touch on social media and decided to get together for lunch. Mike picked Greg up at his work place. He felt inspired when he entered Greg’s building. There was an energy that was hard to describe. It was definitely not the same as at his company. He was warmly greeted by the receptionist and waited in the pristine lobby for Greg.

At lunch, Mike asked Greg about his job and what he liked about working there. Greg mentioned that the company has a management philosophy that every employee is important, like the links in a chain. They believe in sharing information that reinforces that message.

JULY 17 16

Every employee plays a role in the company’s performance. It is important that they know their role. This gives them a sense of purpose. It answers the question, “Why does it matter?”

Some people always take great pride in their work. They know it reflects on them. Some people only push themselves when others are relying on them to do their part. Sharing the big picture helps to get the most out of these people. Getting the small things right leads to bigger success.

Here are five different strategies a leader can use to foster a workplace where every employee feels valued and can contribute to the overall vision of the compan

1. INCLUDE ALL EMPLOYEES IN STRATEGY MEETINGS

4. YOUR BUSINESS STORY

To the extent possible, involve employees in strategy meetings. When you are contemplating a change in the company’s direction, modifying one or more processes or seeking new methods to improve delivery, involve the people who perform the tasks before decisions are finalized. They are liable to push back. When they do, use your wisdom and judgement to determine if the push back is valid. If it is valid, figure out a better path forward. This will prevent mistakes that save time and reduce waste. If it is the natural reaction to resist change, deal with it now. You will avoid passive-aggressive behavior that will sabotage the path forward. Done right, you will earn the respect and buy-in of your team members. However, things like impending job actions (layoffs, promotions, transfers) must never be shared until it is time. When you are otherwise open, the need for discretion will be respected.

The most powerful story for any business is the story of why the company exists. Who founded the company? What problem did the company originally solve? How did the company evolve into its current state? This works for businesses of all sizes. This is effective in external sales presentations. It is also effective in keeping employees motivated. When that story is known and repeated, employees will realize that they are part of growing or preserving a legacy.

2. STRESS THE IMPORTANCE OF EVERY POSITION A good leader knows how every employee contributes to the overall performance of the company. Some employees interface with customers. Others provide a clean and safe work environment. Some create the finished product. All the employees play a part in the success of the company. Good leaders praise the individuals and the teams, both in public and in private, for the significant contribution they make to success of the organization. This is important. Over time, people who don’t deal with the finished product may forget the significance of their role. They need to be reminded.

3. SEE THE BIG PICTURE There is a common fallacy in the workplace that one job contributes more than others to the success of the project or company. It is a great thing when employees realize that what they do is important. It is not so good, however, when the needs of the other employees and other affiliated organizations are discounted. Local optimization can result in less than optimal total performance. Explain to your teams the bigger picture. Look at the needs of the other teams and individuals.

Understand the other’s position. Explain your organization’s role and the roles of your internal suppliers and internal customers. Keep focused on the end-to-end process, not only your link in the chain.

5. MAINTAIN AN OPEN-DOOR POLICY When you involve employees in strategy, communicate the importance of the roles of each employee and see both the big picture of the company and the reason why the company exists, your employees will see you as someone who not only talks communication, but communicates. You can further enhance that relationship by having an open-door policy.

Set boundaries and let people know, but invite people to approach you with their concerns or questions. Maybe they come to you. Maybe you walk around and catch them doing things right.

When you share the big picture, every employee feels valued.

They know they play a role in the success of the company. Job satisfaction increases. It costs little to do this and brings back big returns.

Driving back to work, Mike realized that this aspect of work culture was missing from his company. He thought about his role and how it fit into the bigger picture. He felt better about his job. He vowed to look for ways to help his fellow employees understand their roles in the bigger picture, as well.

ABOUT THE AUTHOR: Walt Grassl is a speaker, author, and performer. He hosts the radio show, “Stand Up and Speak Up,” on the RockStar Worldwide network. Walt has performed standup comedy at the Hollywood Improv and the Flamingo in Las Vegas and is studying improv at the Groundlings School in Hollywood. For more information on bringing Walt Grassl to your next event, please visit

www.WaltGrassl.com.

You are never too old to set another goal or to dream a new dream.

—C.S. Lewis

17 JULY 17

The "No Sales" Signals

Why Customers

Won't Buy From You

By John Graham

Salespeople are always alert for “buying signals,” those indications that the customer is ready to say yes. When this happens, the savvy salesperson knows it’s time to stop talking and ask for the order.

But salespeople often miss the warning signs that all is not well. Mostly unspoken, these are the “no sale signals” customers send when they’re dissatisfied with a salesperson. Here are 13 of them:

1. YOU DON’T CONNECT WITH ME. You think you do with your small talk and feigned friendliness. It’s all an act, the same one you put on for every customer. Your efforts at manipulation are transparent and belittling. You don’t give even one good reason to buy from you.

2. YOU’RE ONLY INTERESTED IN MAKING A SALE. You may think that’s your job. It’s not. You haven’t figured out that your role as a salesperson is understanding what’s going on with your customers, what they’re thinking about, and what they want to accomplish. Do that, and the sale will take care of itself.

3. YOU DECIDE WHAT I SHOULD BUY. Evidently, you don’t trust your customers to make their own buying decisions, so you do it for them. You don’t trust them enough to offer options. Do you think choices will confuse them—or worse, drive them away? Try helping your customers examine the possibilities so they can narrow the choices to the point that they say, “This is what I want.”

4. YOU PUSH THE CUSTOMER TO MAKE A DECISION. You and your customer aren’t on the same page when it comes to urgency. You prepare the proposal quickly, make the presentation, and get a positive response from the customer. You make constant attempts to motivate the customer, but nothing works. The customer procrastinates. Later, you find out the order went to someone else. Pushing customers doesn't work.

5. YOU DON’T ANSWER THE CUSTOMER’S QUESTIONS. Salespeople think they do, but they don’t. They’re so intent on what they want to get across, they don’t hear what the customer is saying or how they’re acting. Even so, salespeople come away pleased with their performance and pat themselves on the back for the great job they did on the presentation—but they don’t get the order.

6. YOU MAKE THE CUSTOMER FEEL INADEQUATE. You don’t do it deliberately, and you would be surprised and even shocked if customers told you how you made them feel. It’s easy to assume customers have a certain level of knowledge but many don’t—due to the rapid changes in every industry,

Continued on page 20 JULY 17 18

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Continued from page 18 including their own. It’s important to remember that you may be better informed than the customer, not matter what you are selling. This makes it easy for a customer to feel inadequate— and defensive. If the person is sensitive, this can harm your chances of moving forward.

7. YOU DON’T STAY IN TOUCH AFTER THE SALE. You make a point of telling customers that you will be checking in with them from time-to-time to see how they’re doing and to answer their questions. You know that’s what they want to hear from their salesperson. When you don’t do it, you let them down. They fell for your line, and you’ve played them for a sucker, or so they think—and that makes the bad juices flow.

Then you wonder why you don’t get any more business or referrals from them.

dealer. The customer felt the dealer was using him.

11. YOU OFFER SOLUTIONS THAT ARE EITHER INAPPROPRIATE OR DON’T SOLVE THE CUSTOMER’S PROBLEM. You do it deliberately, and you probably get away with it some of the time. But when buyers figure out what you have done, your credibility is gone and so is the customer.

12. YOU DON’T TAKE ADVANTAGE OF OPPORTUNITIES TO BE HELPFUL. A customer came in to replace an expensive five-year-old digital device he had bought elsewhere wasn’t working properly. The sales technician examined it, ran tests, made adjustments, and handed it back to the customer. “Try it now,” said the tech. Sale lost? No. Some weeks later, the customer called and ordered the latest model. By helping, the

8. YOU DON’T FOLLOW THROUGH. You say you’ll get a

sales tech got the order.

customer the requested information. Three weeks later, you haven’t done it. Then, he reminds you, and you make up an excuse or throw a colleague under the bus. The customer comes to the conclusion that he can’t count on you. It’s time to realize that such experiences are indelible.

cism anyone can level at salespeople is to say they don’t think

9. YOU TRY TO IMPRESS CUSTOMERS RATHER THAN HELP THEM. To put it bluntly, all too often, salespeople make themselves the "star" of the show. For some reason, perhaps it's a lack of self-confidence, salespeople feel it necessary to "sell" themselves to a customer by peppering the conversation with success stories and name dropping. All the while, what customers are looking for is help, and you miss the opportunity to make a sale.

10. YOU DON’T PLAY IT STRAIGHT. The day after having a car serviced, the dealer’s rep called to see if the work was satisfactory. The customer told her that he was pleased. So far, so good—until the other shoe dropped. Then the dealer’s rep added, "You may get a call from the manufacturer asking about our service." That's all it took to know what was important to the

13. YOU DON’T THINK LIKE A CUSTOMER. The worst critilike a customer. Namely, they don't take the time to discover what's important to customers, what they don’t like, how they make their decisions, and what bothers or worries them. If there’s one thing customers want from salespeople, it's to be understood.

Sure, there are easy sales, but they’re the exception. Selling requires patience and sensitivity. Most sales balance precariously between yes and no. Most sales are hard to win. It’s unfortunate when salespeople make it even tougher for themselves by undermining their own success.

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.

PRE-SUASION VS PER-SUASION If I could have only one book on sales and marketing, it would be Influence by Robert B. Cialdini, Ph.D. His new book, Pre-Suasion, has an equally powerful message: there's no per-suasion without pre-suasion. For as long as anyone can remember, the focus in marketing and sales has been on getting people to do what we want them to do. In sales, for example, we want prospects to like us so we flutter around establishing common ground – "You're from Rock Center? Do you know Lex Hubbard? He was my best friend." In other words, most sales training says that similarities and compliments cause people to like you. When that happens, they're more likely to want to do business with you.

Dr. Cialdini, however, takes compliments and similarities in a totally different direction: "The number one rule for salespeople is to show customers that you genuinely like them." He reminds us that people have little interest in what we know or sell, until they know we care.

Simply put, there's no per-suasion until there's pre-suasion.

JULY 17 20

PIAW 68TH ANNUAL CONVENTION MILWAUKEE, WI WEDNESDAY, AUGUST 2

AGENDA

9:00 am

14th Annual YPC Scholarship Golf Outing Separate registration required—Oakwood Park Golf Course

5:45 pm

PIA Registration Desk Opens

6:00-11:00 pm

Opening Party (this event is suitable for adults)

6:00 – 7:30 Buffet Dinner

6:00 – 8:00 Free Beer, Wine & Soda Live Music by “5 Card Stud”, Lots of Attractions THURSDAY, AUGUST 3

7:30 am

PIA Registration Desk Opens

7:30-8:30 am

Continental Breakfast

8:00-10:45 am

Supercharge Your Attitude and Your Insurance Sales— John Chapin (no CE)

9:30-11:30 am

Exhibitor Setup

10:45-11:15 am

Bloody Mary Bar

11:15 am

PIA Business Meeting

12:00-1:30 pm

Food Court in Trade Show

12:30-3:00 pm

Trade Show (Prize Announcements 3:00 — 3:15)

3:30-4:30 pm

PIAW Digital Marketing Demonstration Mike Peterson, CIC/Insurance Marketing Partners (no CE)

6:00-7:00 pm

President MacGillis’ Cocktail/Hors d'oeuvre Reception

7:15 pm

Awards Dinner —Comedian/Musician Gary Mule Deer

FRIDAY, AUGUST 4

7:30 am

PIA Registration Desk Opens

8:30-10:00 am

10:15-noon

Sit Down Breakfast – CSR of the Year Recognition Keynote: Oz Sanchez Business Income Basics

Kevin Wondra CIC, CPCU, AIC/Society Ins. 21 JULY 17

FEATURING 10:15-NOON BUSINESS INCOME BASICS Gareth “Gary” Blackwell, CPCU – PIA National President

Gary will report on important updates and benefits from PIA National at Thursday’s business meeting. He will also install the new PIAW officers and directors at the Awards Dinner.

John Chapin, Sales Performance Expert.

"How to Get Motivated and Sell More in Any Economy" In this presentation, participants will learn: • Ideas that will put you ahead of 95% of other agents • How to sell much more NOW and get an endless supply of leads • The number one key to all motivation, how to get it and keep it • How to build trust and rapport almost immediately and build a client base that will stay with you, continue to grow, and provide lots of referrals

President Brian MacGillis, CPIA

MacGillis Agency Inc. Brian looks forward to greeting you at Thursday’s cocktail reception followed by the always spectacular Awards Dinner.

Gary Mule Deer’s unique comedy and music have set him apart as one-of-a-kind.

Will Ferrell was asked by Dan Patrick, for ESPN The Magazine. “It’s the seventh game, ninth inning of the World Series of Comedy. You have to pick a comedian to be out on the mound. Will’s answer was “Gary Mule Deer.”

Oz Sanchez “There is nothing you can’t accomplish, when you Know No Limits”.

Don’t miss his incredible story; gang life, Marine Corps Special Operations, Navy Seal, spinal cord injury survivor, five-time world champion in the sport of hand cycling. “Everybody can achieve their dreams.”

Kevin Wondra, CIC, CPCU, AIC

Corporate Marketing Manager / Society Insurance We‘ve all heard the expression “12 months Actual Loss Sustained” to represent BI coverage. Is it really that simple? This session will take a look at policy differences between ISO and carrier-specific forms. We’ll explore the adjustment of a claim through an adjuster’s perspective as well as understand other factors ortant to accurately calculating a business income loss. Don’t worry – no calculators necessary.

REGISTRATION Registration per person: PIAW Member Agent & Guest = $149 PIAW Member Company or Associate & Guest = $169 Non Member & Guest = $220 Individual Event tickets are available for purchase.

JULY 17 22

HOTEL POTAWATOMI HOTEL & CASINO MILWAUKEE, WI

$149.00 PIA rate extended through July 12th Call 800-729-7244

TRADE SHOW BOOTH 8 x 10 booth space will go fast, register today.

Sponsors=Complimentary Silver Sponsors = 50% off PIAW Member = $475.00 Non Member = $575.00

THANK YOU TO OUR 68TH ANNUAL CONVENTION SPONSORS GOLD SPONSORS

SILVER SPONSORS

AAA W i s c o n s i n B a d ge r Mu t u a l I n s u r a n c e C o n tin e n ta l We s t e r n Gr o u p - A B e r k l e y C o EM C I n s u r a n c e C o m p a n i e s En c o mp a s s I n s u r a n c e C o m p a n y M a d is o n M u t u a l I n s u r a n c e C o m p a n y N ati o n wi d e I n s u r a n c e Safeco Insurance Sh e b o y g a n F a l l s I n s u r a n c e C o m p a n y Society Insurance W e s te rn Na t i o n a l I n s u r a n c e Gr o u p BRONZE SPONSORS Americ an M o d ern In s u ran ce Gro u p Am eri s afe B e rkshire Hat h away GUAR D In s u ran ce Emerge n cy F i re & Wat er R es t o rat i o n EZLynx Fran k en m u t h In s u ran ce Thomas Edison Ge rmantown M u t u al In s u ran ce C o m p an y Ha stings M u t u al In s u ran ce C o m p an y Mt. Morri s M u t u al In s u ran ce C o m p an y S E C UR A In s u ran ce S ta te Au t o In s u ran ce C o m p an i es 23 JULY 17 23 JULY 17

Register at piaw.org

JUNE

17

23 23 JULY 17

education

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

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

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

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

July 2017 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

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

7/6

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

ALERT: Agency Legal & Ethical Responsibilities 3 WI Ethics CE # 1010871 Utica Approved

7/6

12-3p

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

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

7/7

8-11a

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

Weatherstripping the CGL: Drafts, Gaps, Forms and Fixes 3 WI CE # 1011188

7/11

12-3p

Chris Amrhein, AAI

Construction Defects: Property Damage & the ISO CGL – Tearing Down the Mysteries 3 WI CE 1010869

7/17

12-3p

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

Commercial Property Claims that Cause Problems 3 CE # 1012434

7/18

12-3p

Terry Tadlock, CIC, CPCU, CRIS

Getting Wise on Health & Wealth: Group Insurance & Savings Plans 3 WI CE 1010870

7/20

8-11a

Karin Klaassen, CLU, LUTCF

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

7/20

12-3p

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

Regarding Ethics 3 Ethics CE # 1010868, Utica Approved

7/24

12-3p

Kevin Amrhein, CIC

Home Business vs Home Insurance 3 WI CE # 6000004680

7/25

12-3p

Nicole Broch, CC, CISR, PLCS

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

7/27

1-4p

Chris Amrhein, AAI

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

Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org JULY 17 24

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education

STAND OUT! Set yourself apart with the CPIA designation.

The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. These three, one-day workshops teach practical "before", "during", and "after" sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one.

Participants leave with ideas that will produce increased sales results immediately. In fact, they are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded!

To maintain the CPIA designation: fulfill a bi-annual update by attending one of the three core seminars, an Advanced Insurance Success Seminar (October 19, 2017 in Fond du Lac), a Pro-to-Pro Retreat, or maintain an active Level 2 or Level 3 membership in the AIMS Society. The CPIA designation is approved by Utica Mutual as part of the premium discount program.

The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits.

While it is not required, it is recommended courses are taken in order.

CPIA 1 - Position for Success WI CE Course # 65338

During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans.

Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.

CPIA 2 - Implement for Success WI CE Course # 65340

During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.

CPIA 3 - Sustain Success WI CE Course # 65339

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee per Seminar: Includes Seminar Materials, Coffee a.m. & Soda p.m.  PIAW Member $165.00 or $172.00 includes WI CE fee  Non Member $200.00 or $207.00 includes WI CE fee

CPIA 1 – July 18, 2017 Wisconsin Mutual Ins. Co. Madison, WI JULY 17 24

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

Register: www.piaw.org 1-800-261-7429

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

Open to Anyone & Everyone ! www.piaw.org

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

education

O n -L i n e E d u c a t i o n New Agency Employee Orientation Delivering Quality Service Personal Lines Coverage Basics Commercial Lines Coverage Basics

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

35 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

All 9 CISR Courses – 8 WI CE

All 6 CIC Institutes – 20 WI CE

CIC RUBLE SEMINARS

Exciting update options, they fill up quickly.

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

visit www.piaw.org or call PIA at 1-800-261-7429

On-Line Insurance Pre-licensing Education

Exam FX

www.piaw.org

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training 27 JULY 17

education

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 8:00 a.m. – 3:45 p.m.

Group Lunch 12:00 p.m. – 12:45 p.m.

Optional Exam 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

JULY 17 28

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

education

The Art of Asking Questions & What’s My Line – The Boundaries of Ethics

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

2017 CPIA SCHOLARSHIP SPONSORS. THANK YOU!

CPIA seminars provide hands-on, how-to training.

Leave each seminar with ideas that will produce increased sales immediately.

For more information visit the Education tab at piaw.org 1-800-261-7429 29 JULY 17

education

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.

Choose 5 of 9 to improve your 9 to 5.

CISR EDUCATION FOR INSURANCE & RISK MANAGEMENT PROFESSIONALS

It still takes 5 courses to earn a CISR designation but now you have the flexibility of 9 course options. This allows you to focus on what’s important to you. We understand not everyone learns the same way or even at the same pace, so we offer courses in the classroom, online and in-house.

Find out how CISR can improve your 9 to 5. Call or visit us on the web today.

• • • • • • • • •

Commercial Casualty I Commercial Casualty II Insuring Commercial Property Insuring Personal Auto Exposures Insuring Personal Residential Property Personal Lines Miscellaneous Agency Operations Elements of Risk Management Life & Health Essentials

www.piaw.org

1-800-261-7429 JULY 17 30

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

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

• 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

COMMERCIAL CASUALTY — REVISED!

education

Certified Insurance Counselor

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.

31 JULY 17

Reach to the

Next Generation

Dan Weedin, CIC, CRM President, Toro Consulting

Take advantage of the opportunities

The next generation of both clients and employees has arrived.

Are you ready to take advantage of the opportunity? I’ve written three books in my career. While that fact is not relevant to help your agency sell more insurance, the concept of whom you write a book for and to whom you sell insurance is applicable.

When I was coached on how to write a book, it was hammered into me to address the reader as the person who would be my ideal client 12 months in the future. The reason is simple: It takes a year to publish a book commercially. By the time it finally makes it into a reader’s hands, it is important that the subject is relevant. To that end, I had to strategize to identify what my ideal client would look like in one year. It might sound overly simplistic, but it’s not. My ideal client has changed drastically over the years due to shifts and re-inventions in my business.

Professional, independent insurance agencies also change and reshape their focus and target markets. The world is more volatile and the straightforward act of selling insurance has completely changed since I first became an agent nearly 30 years ago. Technology, shifts and changes in risk, movement of insurers, innovation in industries and ease of doing business are all factors. If you’re not identifying who your ideal client is in five to 10 years (or maybe even more), you may become as obsolete as the author of a book for the wrong audience.

The problem I see with insurance agencies is too many of them think tomorrow’s ideal client will look like today’s version.

After all, that’s pretty much been true over the past decades.

There are three main reasons that is changing radically: 1. Ease of entry into entrepreneurship. Technology makes owning your own business easier to start and develop.

Young people don’t have to earn their stripes for a decade working “for the man.” They can be innovative and start their own thing.

2. New replaces old. Old standard businesses are closing because new businesses are being introduced. My book of business used to include privately owned video stores and office-supply stores. Technology and consumer need are creating new and innovative types of business.

3. They are stealth. Bricks-and-mortar businesses are under siege. Home-based business, co-working facilities and cloud-run businesses are cloaking prospective buyers.

In an era of consolidation, mergers and acquisitions and cyberinsurance sales, traditional independent agencies must strategize to identify future clients and begin to make changes in their marketing and hiring to stay relevant and not go the way of the video store.

IDENTIFY YOUR IDEAL CLIENT

BACK TO THE FUTURE

You probably can rattle off exactly to whom you want to sell insurance to today. But, what about in three years, five years, 10 years from now? Your insurance buyers of tomorrow are likely college students today. Maybe they are in their first jobs in corporate America.

Heck, for all you know they still live in their parents’ basements.

An era of consolidation is not a dire situation for the small agent.

In fact, it’s a tremendous opportunity. Contrary to popular opinion, millennials (i.e., your future clients) thrive in building relationships. While they are technological, there is a deep need to have a personal relationship and that’s what you’ve been

JULY 17 32

doing for years. Conventional wisdom says you need to be digital; however, when doing so ditching relationships is foolish.

Here is my Seven-Step Strategy you can implement immediately to help your agency take advantage of this “new frontier:” 1. Recruit-hire-mentor. This is the Holy Grail for all industries, especially insurance agencies. Finding young talent is hard, but not impossible. Start by including a “Careers” section on your website. Make it interesting and interactive. I promise you prospective employees are silently interviewing you online. The insurance industry can’t afford to be viewed as old and stuffy. Start a summer intern program. [EDITOR’S NOTE: For tips on how to start an internship program in your agency or additional hiring tips, see PIA’s Agency Staffing Assistance Program online at pia.org/IRC/asap/.] Get people working in non-insurance activities (e.g., social media, technology and research).

Introduce them to the value of insurance outside of sales.

Aggressively seek out young people and once hired, then mentor them. Gone are the days of throwing them to the wolves. If you want to keep them and return your investment, then invest in a formal program of mentoring to accelerate their growth.

2. Change your face. Once you’ve started hiring people under 30 years of age, then utilize what they bring to the table. Query them on how their peers buy insurance; what they seek out in professional relationships; how they get their information; and how they are influenced. These young people have skills your veterans don’t have, so it would behoove you to have them teach you. The face of your business (e.g., your employees, your office and your marketing) should not be dated.

3. Make your website interactive. While personal relationships are important, so is ease of contact. What resources can you make available to your clients online? Can they request document sharing for ease of auto identification cards; certificates of insurance; or actual policies? How about offering an online chat option? While you might need to invest in an agent to monitor the website and its services, I doubt the responsibilities would be overwhelming and it will add value to your agency. Finally, add photos for your employees including LinkedIn profile links, direct email and phone links.

4. Use social-media marketing. Invest in marketing with advertisements. Hire a social-media expert to help you create campaigns on Facebook and other platforms to target those ideal future clients today. You can take advantage of cutting-edge visuals, videos and targeted messages. This will return a greater investment than putting your face on a grocery-store shopping cart or even small ads on the online version of your local newspaper. Don’t try this by yourself; there are experts who can return better results and more than pay for their services.

5. Think outside the box. It seems few agencies are interested in small and start-up businesses because of lower levels of commission income. If I were an agency owner today, I’d find a young producer interested in seeking out entrepreneurs, home-based businesses, start-up technology, etc. Maybe they can develop their own program. What starts small often gets much bigger and desirable.

Why not start on the ground floor? There will be less competition and you can cross-sell personal and life insurances. Get cozy with private-equity investors and see what is out there as an opportunity.

6. Stop selling, start helping. Your new prospects can smell a pitch from a mile away. This is when you educate your agents to focus on a value proposition, not a sales pitch. Regardless of the line of insurance (e.g., personal or commercial), be laser-focused on how you are improving the condition of the other person. If sales people (and you) are focused on contingencies, company relationships and bonuses, then you’ll be chasing business and your tail for years.

7. The errors of commission. Commissioned sales leads to pushy producers; self-centered thinking; increased errors and omissions; and often desperation. Research indicates sales professionals are more confident when they aren’t panicked about eating. Just like command-and-control leadership tactics no longer work well in corporate environments, commissioned sales in insurance are no longer the best future for privately owned small independent agencies. You’re more likely to find young professionals eager to sell insurance if the focus is on building strong relationships and delivering value to their peers.

RINSE AND REPEAT Use the seven steps in this article and make them your agency’s annual strategic activity. You must look forward and implement now for ongoing change in the future.

If small, privately held independent agencies are going to survive in the 21st century, they need to adapt, change and innovate. Sticking to 20th century practices in recruiting and training employees; seeking out new business; and retaining clients is a certain way to being acquired by a larger public brokerage. There is a place for traditional agencies as long as they break free from tradition and embrace the new opportunities for profitable growth. The time to begin making changes is now, because the future is today. Your opportunity to build your business is to infinity and beyond.

Weedin is a Seattle-based consultant working with privately held businesses that want to dramatically grow and prosper.

He has nearly 30 years of experience in the insurance industry as a commercial producer and consultant. He’s authored three books, with the latest titled, Unleashed Leadership. He can be reached at (360) 271-1592 or dan@danweedin.com.

—Reprinted with permission from PIA Management Services Inc.—

33 JULY 17

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JULY 17 34

35 JULY 17

The

1752 Club

of Wisconsin

by Rachel Anderson, President 1752 Club of Wisconsin

Chances are quite good that you have already heard of the 1752 Club of Wisconsin or even know someone who is a member. However, you may not know what the 1752 Club is, what we do for the insurance industry, or how someone joins our association.

HISTORY OF THE 1752 CLUB: The 1752 Club derives its name from the year 1752 when Benjamin Franklin formed the very first mutual insurance company in the United States. It was called The Philadelphia Contributionship for the Insurance of Houses from Loss by Fire, and this insurance company still exists today. The 1752 Club of Wisconsin is a non-profit association dedicated to educating, networking and providing various services to our members and the independent agents with whom we work. Around the country, many States have a 1752 Club that supports the insurance industry. In Wisconsin, our 1752 Club was officially formed in the mid-1900s.

ASSOCIATION MISSION: The primary mission of our association is to promote the insurance industry in the State of Wisconsin. Several ways we accomplish this include: acting as a link between agent associations and carriers in Wisconsin, striving to advance the cause of the insurance industry by all lawful means, promoting friendly social relationships among our members, offering educational opportunities to agents and others within the insurance industry or those served by the industry, fostering educational activities for the benefit of our members, promoting public relations on behalf of the insurance industry, and providing scholarships to young adults who are studying insurance programs at various schools and colleges in the State of Wisconsin.

The 1752 Club accepts nominations from club members for the PIAW Agent of the Year Award. Our current members then select a recipient among all nominations that are received. The incoming club President presents this award at the Annual PIAW Convention.

The 1752 Club also provides educational scholarships for students who are studying to enter the insurance field after graduation. Past recipients include students attending UW-Oshkosh and Madison College.

MEMBERSHIP: Membership in the 1752 Club of Wisconsin is open to any individuals of good character within the insurance industry.

Our association is comprised of Marketing Representatives and Marketing Managers of Mutual and Stock Insurance Carriers, Field Underwriters, Claim Representatives, Premium Finance Representatives, and other professionals who work primarily with Independent Agencies throughout Wisconsin.

The process for becoming a new member starts by submitting an application to the committee. An application can be obtained either on our website or from a current 1752 Club member. New member applicants are presented at our scheduled meetings and voted on by current association members.

A majority vote cast shall constitute acceptance or rejection of the applicant. Annual membership dues of $125 are due upon acceptance into the club.

ANNUAL EVENTS, ACTIVITIES & RESPONSIBILITIES: The 1752 Club holds membership meetings five times throughout the year. We invite industry leaders and speakers to attend our meetings on a regular basis to discuss topics including legislative updates, technology, new coverages and trends in the insurance industry.

JULY 17 36

For more information about the 1752 Club of Wisconsin, please visit our website at www.1752wi.com. In addition, you can find out additional information about our events, meetings, membership, and links to important industry websites and resources on our new website.

NEW Members Boutelle Agency Beloit, WI

Holden Insurance Agency Superior, WI

Selvick Insurance Agency LLC Sturgeon Bay, WI

Castle Insurance LLC Eau Claire, WI

Klinner Insurance Inc - Medford Medford, WI

SF Insurance Group New Richomd, WI

Central Insurance Agency LLC Osceola, WI

Marshall Financial Group Madison, WI

Steckling Agency Wausau, WI

Cyganiak Planning Brookfield, WI

Martin Insurance Agency Lake Geneva, WI

Stoneman-Schopf Agency Inc. Sturgeon Bay, WI

Elevated Insurance Brookfield, WI

Meyer Insurance Agency Sauk City, WI

T.C. Insurance Baraboo, WI

G2 Insurance Brookfield, WI

Midwest Preferred Group West Bend, WI

Terp Family Insurance Agency Inc. Manitowoc, WI

Great Lakes Insurance Agency Inc. Ashland, WI

Monty Insurance Solutions Elkhorn, WI

The Chumas Agency Eau Claire, WI

Greater Insurance Service Corp.

Durand, WI

Pease Insurance Agency Dousman, WI

The Diedrich Agency Ripon, WI

Hadden Insurance Agency, Inc. Omega, WI

Perkins Insurance Agency LLC Sun Prairie, WI

William Brown Insurance Services, Inc. Delafield, WI

Hayward Insurance Agency Inc. Hayward, WI

St. Croix Valley Insurance Service Hudson, WI

Wisconsin Benefit Planning Inc. Minocqua, WI Woller-Anger & Company LLS Elm Grove, WI

37 JULY 17

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

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

Ms. Jodi Cordes, CIC, CRM Vice President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com

Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E 2nd St. Merrill, WI Phone 715-536-9576 Fax 715-539-3349 jeremy.cordova@cordovaagency.com

Mr. 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

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

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

18 19 20

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

PIA of Wisconsin, Inc. 6401 Odana Road Madison WI 53719 Phone: 608-274-8188 Toll Free: 800-261-7429 Fax: 608-274-8195 Toll Free Fax: 866-203-7461 www.piaw.org

Mr. 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

Ronald Von Haden, CIC Executive Vice President rvonhaden@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

Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@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

Heather Falk, CISR Bookkeeping hfalk@piaw.org

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

CPIA 1 POSITION FOR SUCCESS Madison (7 WI CE)

CPIA 2 IMPLEMENT FOR SUCCESS Appleton (7 WI CE) CPIA 3 SUSTAIN SUCCESS West Bend (7 WI CE)

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

20,21

RUBLE CYBER RISK SEMINAR Milwaukee (16 WI CE)

Sept 2017

2-4

13-15

CIC PERSONAL LINES West Bend (20 WI CE)

October 2017

AUGUST 2017

2 YPC 14 TH ANNUAL SCHOLARSHIP GOLF OUTING, Oakwood Park Golf Course, Franklin, WI

11-12

November 2017

December 2017

Coming Events

July 2017

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

STAFF

20,21

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

10

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

19 25

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

HOT TOPIC – THE ART OF ASKING QUESTIONS & ETHICS Fond du Lac (7 WI CE, 3 are Ethics)

CISR PERSONAL RESIDENTIAL Rothschild (7 WI CE)

26

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

1-3

CIC COMMERCIAL CASUALTY Madison (20 WI CE)

6

CISR COMMERCIAL CASUALTY 1, Waukesha (7 WI CE)

7

CISR COMMERCIAL CASUALTY 2, Madison (7 WI CE)

12

NEW! COMMERCIAL MULTI LINE INSTITUTE, Appleton

Your customers like working with a local agent to handle their insurance. We think you deserve the same kind of attention. That’s why EMC has a fully staffed branch office in your area — to respond quicker and with a greater understanding of your area’s needs. It’s just one of the many reasons you and your policyholders Count on EMC ®.

MICHAEL LESTER, CPA Premium Audit and Risk Manager EMC Milwaukee Branch

LOCAL SERVICE FOR YOU

AND YOUR CLIENTS. MILWAUKEE BRANCH OFFICE Phone: 855-495-1800 | milwaukee@emcins.com

www.emcins.com ©Copyright Employers Mutual Casualty Company 2016. All rights reserved.

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 o

Male

o

Corporation

Female

o o

Part-time

Licensed Owner

Magazine

Privilege

INCL INCL

o

Licensed Producer

Nat’l Voting

Agency Information: Agency Type:

o Sole Owner

Top 3 P&C Companies (list in order)

o

Partnership

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.