April 2015 Wisconsin Professional Agent

professional agent APRIL | 2015

What’s Inside?

Sales & Marketing.............14 Winter Get-Away............. 18 Photos Successful Team............. 20 Building Education Section (see yellow tabs beginning page).................................... 22 Classifieds........................... 28 Spring Clean Your.............. 30 Intranet Hard Sell / Soft Sell............ 34 New Members.................... 36

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

The things people care about the most are the things they just

can’t afford to lose.

Most people are looking to save money any way they can. Especially on things they can’t even see. Like insurance. But inferior insurance is just plain useless.

That’s why a policy from West Bend makes sense. If your customers’ property is damaged or destroyed, they can count on West Bend’s fast, friendly, and professional service to get them back where they belong.

And as an Official Supplier of The Silver Lining, it’s backed by your knowledge and experience.

West Bend. Insurance your customers buy when they can’t afford anything less.

2 APRIL 15

From the

President LouAnn Herriges, CIC, CISR — President, PIA of Wisconsin

What is the "T" in your TLC? Yes, this month I have decided to write about something that I focus on everyday. Yes, this is another article about customer service. I titled this article “What is the T in your TLC”. The original meaning of TLC is tender loving care.

I believe we all try our best to handle our customers that way, however, each one of those letters can have different meanings for each of us. We each need to focus on our individual strengths and weaknesses to make our customers’ feel special.

There are many great websites available to help all of us improve our customer service skills. A few of those are included at the end of this article. One article provided a list that I thought would help all of us know matter what our position. Here is the list: • Patience • Attentiveness • Clear communication skills • Knowledge of product • Ability to use positive language • Acting skills • Time management skills • Ability to read customers • A calming presence • Goal oriented focus • Ability to handle surprises • Persuasive skills • Tenacity • Closing ability • Willingness to learn We all need a reminder of these skills as today’s customers have different expectation levels and needs.

The “L” in TLC can have many meanings but the main one that comes to my mind is LISTEN or is it LEARN or maybe LANGUAGE (body language).

The “C” could be COMMUNICATION or is it COMMITMENT or maybe it is COURTEOUS, or COMPASSION.

I recently received an email from one of the board members who passed along an article that appeared in Leader’s Edge Magazine titled “Googlezilla”. This article was very interesting. After reading the article it made me really think about what will happen to our industry in the future.

The article addresses the idea that Google, Overstock.com, Amazon, Facebook, LinkedIn, etc. will soon blast into the insurance marketplace and not just personal lines products.

Although this may be frightening to some, it is reality.

With that looming in the future, it brings to my mind our greatest assets are knowledge of product and superior customer service. We need to focus on the future and what is needed to create the unbreakable bond between us and our customers. So, what is your “T” in TLC? Is it TOLERANCE, TRUTH, TENDERNESS, TENACITY. My “T” is TRUST. Our customers should expect nothing less from all of us but the TLC that they deserve. I have chosen several quotes for all of us that touch on Customer Service. They are: “Trust takes years to build, seconds to break and forever to repair”. Unknown “The basic building block of good communications is the feeling that every human being is unique and of value.”

Unknown “Communication and Trust are two main ingredients for a successful relationship”. Unknown My favorite is: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”. Maya Angelou Websites for more information on Customer Service Skills: www.customerserviceheroes.com www.helpscout.com www.customerservicemanager.com www.skillsyouneed.com www.mindtools.com

Looking for Success? The Feeling Is Mutual.

Rockford Mutual is committed to building strong agent relationships and offering competitive products and outstanding claim service. And that means, when you’re successful, we’re successful. Ready to get started?

For more information about becoming an independent agent for Rockford Mutual: please contact us at 815/489-3158 or visit www.rockfordmutual.com

APRIL 15 3

Memos from

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

Farm Liability Coverage I RECENTLY attended my annual CIC update class. The class, held in the Milwaukee area, featured a multi-hour presentation by Paul Burkett, CIC, CRM, JD, CPCU, ARM, ALCM from Reno, Nevada. Paul is one of the most knowledgeable and respected authorities on cyber liability in the United States.

Of course, I knew that cyber liability was a hot topic, data breaches were becoming more commonplace and increasingly virulent and cyber hackers were forging ahead faster than our ability to protect data from their attacks. But I did not realize the scope and ultimate costs of these “cyber messes”.

Do you realize: 10% to 15% of ALL websites are compromised or infected? A computer file is stolen every quarter second. An identity is stolen every three minutes? There are about 200 new computer viruses launched every month? 48% of all websites were hacked into in 2012 and 60% of them did not know they were hacked?

Your agency database, website and email are all susceptible to invasion by criminals who don’t even need to be sophisticated to the level of those who hack into giant ecommerce sites or systems. Low level hackers can secure data and personal information from most databases such as those used in our agencies and the costs of cleaning up a cyber attack can easily put you out of business. You will be held responsible if your customer data is stolen!

And your customers….do they use computers, use email, accept or use credit cards? Are they protected? Have you done your job as a professional? Not only is it critical that agents investigate the purchase of cyber liability coverage for themselves, but they should become conversant enough to propose it to their clients.

im

Insurance Marketing Partners

InsuranceMarketingPartners.com

PIA has two options for our members to consider. One is a rider added to a Utica E&O policy. The other is a stand-alone policy developed exclusively for PIA members. Obviously, the stand-alone policy affords a higher level of protection than the rider. I strongly urge each of you to call Darcy at PIA so she can get a quote for your agency. “Quick Quote” forms can also be found on the PIAW web site at www.piaw.org.

THAT STINKS was my first reaction to the news that manure is now officially classified as a pollutant when it hits a water supply. The Wisconsin Supreme Court ruled in December that manure from a farm contaminated an aquifer which resulted in contamination of neighbors wells. The manure in question was spread on fields according to a nutrient management plan prepared by an agronomist and approved by the county conservation office. As applied, the manure was considered a nutrient but once it got into the aquifer, it became a pollutant. As such, it is subject to the pollution exclusion on most farm liability policies.

Check your farm insurance policies to see the extent of their pollution exclusions. Standard farm policies may not provide the protection needed for farming operations. Pollution coverage is being marketed by a few carriers in as a supplement to farm liability coverage.

Spring rains can mean runoff from farms. Check your policies!

AND REMEMBER…..Some people know more than they tell.

Some don’t!

A partnership to help build your agency’s book of business Call: 715-797-2432

Branding | Marketing Strategy Client Communication | Custom Content Training and Analysis

4 APRIL 15

EMC’s Commercial Policyholder Access saves your clients time by providing online information about their EMC policies, reducing the amount of time you spend answering routine questions.

That means more time for selling and servicing clients. Count on EMC® to help you make the most of your time. Ask your EMC marketing representative how to sign up your clients for Commercial Policyholder Access.

JOEL PESCH Commercial Underwriter EMC Milwaukee Branch

SAVE YOUR CLIENTS TIME

AND MAXIMIZE YOUR TIME, TOO.

YOUR NEAREST BRANCH OFFICE:

www.emcins.com

Milwaukee Branch: 800.495.1800 | Home Office: Des Moines, IA

© Copyright Employers Mutual Casualty Company 2015. All rights reserved.

APRIL 15 5

From the

Boardroom Thomas Budzisz — Director, PIA of Wisconsin

Nightmare Gone Real Relationships with our insured clients are critical to preventing real-life nightmares. A few weeks ago I was having a conversation with a contractor I was dealing with for a personal project and I sensed by his voice that something was bothering him. When our business was finished, I asked him if I could ask him a personal question, and he said yes. I asked him what was wrong. He said, haven’t your heard? He went on to tell me that his barn had burned down between Christmas and New Years and he didn’t have any coverage for Other Structures on his homeowner’s policy.

He said that he and his brother were working in a greenhouse that was attached to the barn next to their house and the only way into the green house was from inside the barn. His two dogs were making it difficult for them to get the work done in the greenhouse, so he led them out of the greenhouse and locked them in the barn where they would be near but not in their way. A little while later the dogs began to frantically jump on the door like something was attacking them. He went to see what was going on with the dogs and when he opened the door a cloud of smoke filled the greenhouse; he heard a blast and then saw fire. He grabbed the dogs and he and his brother made a mad dash out of the barn and into the nearby house where they called 911.

By the time the fire department arrived at the rural residence, the fire had already burst through the roof of the barn. In an effort to prevent the home from burning, the two brothers climbed onto the roof of the house and extinguished all the hot cinders that landed on the roof. Unfortunately, the outside temperature was below zero, which was causing the water inside the hoses the fire fighters were using to freeze and hindered all efforts to control the fire.

Finally, after twelve hours of exhausting work in the bitter cold weather, the fire was out, but the barn and greenhouse were gone. After being up for over 30 hours without any sleep, he called his insurance agent. He explained what happened to his agent and to his surprise, his agent told him that he did not have any coverage for this type of loss and that there was no need to turn in a claim.

Now I understood why he was down. I asked him if he could bring over his policy to my house on Saturday, so I could review it to ensure he really had no coverage for his barn. We met and after reviewing the policy, I highlighted the areas in the policy where he did have some insurance coverage. It wasn’t going to replace the barn, but it would help recover some of the cost of the items lost in the barn. He needed to file a claim. I told him to call the agent back and tell him that there is some coverage provided for this loss. I said if the 6 APRIL 15

agent gave him a hassle, then I would like to speak directly with his agent.

On Monday, he called his agent and told him that a friend of his from Milwaukee looked over his policy and found coverage available for the loss. The agent turned the claim into the Insurance Company and the company is now working to finalize the claim. The barn was on the property before the house was built, so if the agent had any relationship with the insured, the barn would have been covered.

I am sharing this story because so many people put their trust in us as insurance agents and they desire more than this contractor received from his agent. We, as agents, by building relationships with our insureds, help them purchase the best coverage for their individual needs and provide support when tragedies strike. We make a difference.

P.S. The Fire Chief said that the fire was caused from a squirrel or raccoon chewing on the electric wires.

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

Our agents set us apart.

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

For All That Matters

WWW.ACUITYU.COM

ACUITY 7 MARCHCE 15VIDEO

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

Stacia M. Amundson, 1220 Coventry Ln., Unit 4, Chippewa Falls, WI 54729, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Ray Arndt, 2370 Woodmoor Ln., Brookfield, WI 53045, had his application for an insurance license denied for 31 days.

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

Brittney S. Austin, 9847 W. Lisbon Ave., Milwaukee, WI 53222, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Corey Bisher, 941 N. Franklin St., Manchester, IA 52057, 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.

Michael A. Book, 28 Crawford Rd., Westport, CT 06880, was ordered to pay a forfeiture of $1,000.00 and was ordered to reply promptly in writing to all inquiries from OCI. These actions were taken based on allegations of failing to timely report an administrative action taken by FINRA and failing to respond promptly to inquiries from OCI.

Ben M. Brower, 330 Viking Dr., Sycamore, IL 60178, had his application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident surplus lines licensure and failing to respond promptly to inquiries from OCI. Adam L. Brown, 717 Broad St., Menasha, WI 54952, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jimmy R. Bumper, 9999 Technology Blvd. W., Dallas, TX 75220, had his application for an insurance license denied.

This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI. Ronald D. Goodson, 917 S.E. Laurie Ln., Ankeny, IA 50021, had his application for an insurance license denied.

This action was taken based on allegations of having an administrative action taken by the state of Iowa.

Michael W. Kelly, 3647 Solar Vista Pl., Cincinnati, OH 45213, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI.

Roberto Botello, 210 Riders Walk, San Antonio, TX 78227, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI.

Janell M. Lyon, 792 Interlachen Draw, Woodbury, MN 55125, agreed to the 31-day denial of her application for an insurance license. This action was taken based on allegations of failing to respond promptly to inquiries from OCI.

Caitlin E. Brantner, S19 Deer Run Rd., Mondovi, WI 54755, had her application for an insurance license denied. This action was taken based on allegations of submitting an incomplete licensing application and failing to respond promptly to inquiries from OCI.

Terry A. McFall, 1319 Middle St., Beloit, WI 53511, had multiple applications for insurance licenses denied. These actions were taken based on allegations of failing to complete the background check/fingerprint requirement, failing to disclose a criminal conviction on a licensing application,

8 APRIL 15

[continued on page 10]

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APRIL 15 9

OCI Administrative Actions [continued from page 8] having criminal convictions that may be substantially related to insurance marketing type conduct, having unpaid civil money judgments, having a judgment rendered against him by an insurer, and failing to respond promptly to inquiries from OCI.

76006, had his application for an insurance license denied.

This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI.

Ainulnabilah Nasirudin, 3702 Packers Ave., Apt. 208, Madison, WI 53704, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Cynthia Schaefer, 437 Cuyahoga St., Akron, OH 44310, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident surplus lines licensure and failing to respond promptly to inquiries from OCI.

David M. Papa, 12505 Parallel Pkwy., Kansas City, KS 66109, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI. Christina K. Peaslee, 2016 Hwy. 65, New Richmond, WI 54017, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

John F. Pergande, 1201 Washington Terr., Fort Worth, TX 76102, was ordered to pay of forfeiture of $500.00 and was ordered to timely report any administrative action taken by any state. These actions were taken based on allegations of failing to timely report an administrative action taken by the state of New York.

David E. Polansky, Jr., 1452 Liberty St., La Crosse, WI 54603, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support, failing to disclose criminal convictions on a licensing application, and having unpaid civil money judgments.

Jessica M. Raasch, 2001 Center St., Stevens Point, WI 54481, agreed to the issuance of a restricted insurance license. This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct.

Devon Robbins, 7462 E. Desert Vista Rd., Scottsdale, AZ 85255, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI. Carlos M. Sands, 2305 Streambed Ct., Apt. 1701, Arlington TX

Allegations

and

Stacy N. Stevens, 16032 W. 151st Ter., Olathe, KS 66062, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state surplus lines licensure and failing to respond promptly to inquiries from OCI. Kellie M. Szuslik, 3315 N. 81st St., Milwaukee, WI 53222, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Cheryl L. Wilson, 4460 Airport Rd., Crandon, WI 54520, had her application for an insurance license denied. This action was taken based on allegations of failing to timely report a criminal charge and conviction to OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Duane J. Wright, W430 Elderberry St., Edgar, WI 54426, agreed to the issuance of a two-year restricted insurance license. This action was taken based on allegations of having unpaid civil money judgments and real estate taxes.

Preston D. Young, 1004 44th Pl., Des Moines, IA 50311, had his application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state surplus lines licensure and failing to respond promptly to inquiries from OCI.

Actions Against Companies

Consumer Priority Service Corporation, 1678 McDonald Ave., Brooklyn, NY 11230, was ordered to pay a forfeiture of $500.00, was ordered to cease and desist soliciting warranty plans in Wisconsin, and was ordered to reply promptly to OCI. These actions were taken based on allegations of soliciting warranty or property service contract business in Wisconsin without authority and for failing to respond promptly to inquiries from OCI.

10 APRIL 15

Jonathan R. Schaudt, 10 Pamela Rd., Lake Zurich, IL 60047, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI.

Crouse and Associates Insurance Services of Northern California, Inc., 650 California St., Ste. 1100, San Francisco, CA 94108, had its application for an insurance license denied.

This action was taken based on allegations of failing to provide evidence of resident MGA firm licensure and failing to respond promptly to inquiries from OCI.

GROW YOUR BUSINESS &

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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.

APRIL 15 11

Friday, May 8, 2015

Miller Park, Milwaukee, WI

6:15 p.m. - Tailgate Party on the “Harley Deck” 7:10 p.m. - Game We’re bringing young insurance professionals together at the fabulous Miller Park!

Act now…we are limited to 42 tickets $70.00 Includes a ticket to the game & tailgate party

Tailgate Party: Grilled Bratwurst with Sauerkraut, Pulled BBQ, Chicken Sandwiches, Kosher Hot Dogs, Hamburgers, Baked Beans, Corn on the Cob, Assorted Cookies, Soft drinks, two beers per adult

Tailgate Party Inside on the “Harley Deck” No Weather Worries 

Only $70.00 per person

Register Below

Name _____________________________________________ Number of tickets being purchased _________ Guest(s) _________________________________________________________________________________ Agency/Company Name ____________________________________________________________________ Address _________________________________________________________________________________ City/State/Zip ____________________________________________________________________________ Phone _______________________________________ Fax ________________________________________ Cell Phone __________________________________ Email ______________________________________

Method of Payment: Total amount: ___________

Check ______ Credit Card _____

Card # _________________________________________________ Ex Date _____________________ Confirmation will be sent upon receipt of registration. Sorry no refunds, only substitutions.

Register online at www.piaw.org or return completed form and registration fee to: PIA of Wisconsin Inc.∙ 6401 Odana Rd.∙ Madison, WI 53719 ∙ Phone: 800-261-7429 ∙ Fax: 866-203-7461

Expect big things in workers’ compensation. Expect to save a third of your clients 30% or more. Most classes approved, nationwide.

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

APRIL 15 13

Marketing and Sales

Our Minds Can Play Dirty Tricks On Us

by John Graham

“Digital disruption makes a nice headline,” said an insurance executive, responding to a news report that insurance agents are being “squeezed” by the Internet. “The realities of the insurance business are a bit more complex than that,” he said, assuring insurance agents that digital is no threat to their business.

W

e like to think that what we do is impervious to disruptive forces. But the tipping points come and the longstanding pillars begin to crumble. Some try to hold on for dear life.

Somehow or other, we believe we can beat the odds, that the storm will miss us, it’s others who will be affected, but we’ll be safe. Here are seven dirty tricks our minds play on us, and what we can do about them:

1. Customers for life. This is one of most seductive

Customers never forget small things. When a sign for a drycleaner was going up on a store, a woman rushed up to company president. “I’ll never go there,” she yelled.

“Ten years ago, you people lost my favorite blouse.” It’s a story she has undoubtedly repeated many times.

Negative experiences are indelibly imprinted on customers’ minds, unless we’re sensitive enough to stop and address the complaint quickly to their satisfaction.

3. Falling in love with what we do. Aren’t we supposed to love what we do? At least that’s what the gurus tell us. “Be passionate,” they say. Perhaps, but former IBM and Apple head, Louis V. Gerstner, offers caution. “Organizations tend to fall in love with their existing products and processes,” he says. “People get caught up in the status quo. When someone says, we may have to change, there is real resistance.”

ideas in business — and for good reason: we want to believe it. But no matter what we do, how hard we try, or how much we focus on meeting customer expectations, customers aren’t forever, they have a life expectancy. For one reason or another, they leave and there’s no way to avoid it, no matter what we do.

With changing needs and situations, it’s unrealistic to think that we can keep customers indefinitely. But what’s even worse, the idea of “customers for life” dulls to the task of prospecting, or more properly, an active replacement program.

2. Some things just aren’t that important. At least that’s what we think. It’s easy to remember all the good things we do for customers, helping them out when they’re in a jam, extending credit, taking more time with them than necessary. And we expect them to appreciate our efforts. Not necessarily.

14 APRIL 15

We want to keep on doing things our way. Because it seems safer, we reject anything and anyone who challenges it. We never seem to learn that it’s the curious who thrive.

4. Understanding customers. “We know what our customers want. Many of them have been around for years.” Such responses are often rather smug and offputting, as if you’ve crossed the line, going where you’re not welcome. It’s an attitude in businesses that have been around for years and view themselves as well-oiled machines.

Joseph Jaffe of OnlineSpin notes that these companies and brands have stopped asking questions, including questioning themselves. He suggests that start-ups have the advantage because they’re more curious and test new ideas, which keeps the focus on the customer. When we think we know our customers, this may be a sign that our minds are playing a dirty trick on us.

5. Thinking positively. Optimism is the quality that gets universal applause in business. A “we can do anything” attitude is revered and rewarded. It rouses us to action and drives away doubts. Some researchers say that a positive attitude helps reduce stress, enhances coping skills, and lengthens lifespan.

So, what’s not to like about positive thinking. Just this.

“Positive thinking fools our minds into perceiving that we’ve already attained our goal, slackening our readiness to pursue it,” says Gabriele Oettingen, Ph.D., a New York University psychology professor. When it comes to reaching a goal, a better approach combines a positive attitude with recognizing the obstacles that stand in the way of getting there. Too often, those in marketing and sales fail because they see only the upside.

6. Doing enough for customers. Our minds seem

There’s a better way for the business mind to work.

“Recognition of the status quo in the past and the success we’ve had in the past, is not an entitlement,” says Starbucks’ CEO Howard Schultz.

7. Missed opportunities. Missing the target can be fatal in business. Yet, it happens far too often. It happened to Burger King with its ill-fated “Satisfries. Amazon dialed the wrong number with Fire Phone. And, evidently, there was no target for Google Glass, least when it came to market.

It happens all the time. A recent study by Epsilon and The Luxury Institutes found that luxury brands lose 50% of their top customers each year by failing to identify correctly their demographic and economic profile and neglect creating a personalized experience for them.

Hard to believe? Our minds tell us we’re on the right track, that we’ve got a winner, and that we’ve hit a home run. Unfortunately, we don’t even know we’ve been tricked. And it all results in costly and embarrassing missed opportunities.

well-trained to put the brakes on us. “That’s far enough,” they tell us, which is often evident when it comes to customer care. “How much more can we do? They’re pushing us now,” say owners and managers.

To avoid the dangers of our minds playing dirty tricks on us, it’s better to ask one question before leaping into action: “What could possibly go wrong and what don’t I know for sure?”

While the mind may say, “Slow down,” the customers want faster. Overnight delivery doesn’t cut it; free shipping is nearly the norm. The commercial says the quirky ducks pays claims in four days. That wasn’t good

John Graham of GrahamComm is a marketing and sales strategistconsultant and business writer. He publishes a free monthly eBulletin, “No Nonsense Marketing & Sales.” Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com.

onvention C l a u n th An

Save the Date!

66

enough for the AFLAC CEO, who announced one-day payment for qualifying claims. “Coffee runs” are over, at least at Starbucks.

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Registration materials will be available early May.

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a V u g u st 5-7, 2 0 1 5 n si ista R esort, Wiscon

APRIL 15 15

here when it matters most there when it matters most there when it matters most there when it

Competitive

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Price - Personal and commercial lines rates consistently among the most competitive in the state.

Product – Superior products with enhanced coverages.

And Sheboygan Falls agencies benefit from a total compensation package that’s one of the best in the industry.

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

Remaining competitive in price, product and agency compensation… another way Sheboygan Falls is “There When It Matters Most.”

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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.

16 APRIL 15

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Meet with the owners and find out why many of our industry’s most reputable companies have partnered with BWO. Contact Tom Budzisz tom@bwoinsurance.com 414-501-1246 or 800-924-6155 APRIL 15 17

Another Successful

PIA Winter Get - Away!

Education

PIAW Welcomes Our Attendees Education

U Paint Party

18 APRIL 15

Wednesday and Thursday Fun!

Deb Clements–Winner!

To view more pictures from this event please visit our Facebook page at https://www.facebook.com/professionalinsuranceagentsofwisconsin

thank you to our generous sponsors

APRIL 15 19

The Team Myth

the Five Steps of Successful Team Building By: Gerry Sandusky

The NFL has 32 teams, not groups. Teams. All teams are groups, but not all groups are teams.

Calling a group a team doesn’t make it one. That’s the team myth. Too many business owners and executives think of “team” as a label. It’s not. A “team” is an achievement; a dynamic process that includes talent, focus, motivation and sacrifice. It has a personality, preferences, and a unique culture.

T

he team myth leads businesses to think they can borrow a word or a label from sports that can replace or expedite a process. Sure, you can call the people on the second floor your marketing team. That doesn’t mean they’ll act like one.

Neither will your leadership team, your operations team, or your production team until they commit to the five steps needed to form a team.

Step one: Assemble a talented group of people.

Talent matters. Every NFL head coach knows that the more talent he has on his roster the smarter he becomes.

Identifying and recruiting talent is only the first step. Talent alone is never enough. Every year in the NFL, talented 20 APRIL 15

teams fail to make the playoffs. It works that way in your business, too. Talent is the starting point, not the finished product. Identify the talent you need. Bring that talent together. But don’t even think about calling that talent a team yet.

Step two: Build everything around a clearly defined goal or series of goals.

All teams organize around specific objectives. In the NFL, every team builds around the goal of winning the Super Bowl. To do that, teams map out a series of goals, with each goal moving the team farther along in the direction of the one major goal:

•

Win each week’s game

•

Qualify for the playoffs

•

Win their division

•

Earn a bye week to start the playoffs

•

Earn home field advantage throughout the playoffs

•

Win their conference title

•

Win the Super Bowl

On successful teams, every member knows the primary goal or goals. It is communicated thoroughly and consistently. The goal provides a direction so powerful team members know when they have drifted off course. Everything a good NFL team does—from its practice schedule to its travel itinerary to its off-season conditioning program—should push the team in the direction of increasing its chance of winning the Super Bowl. Everything. And everyone on the team should understand that singularity of focus. What is the clearly defined goal or goals that will help reshape the talented individuals you have brought together into a team?

Step three: Create a clearly defined and shared success benefit for each team member.

No one on an NFL team shows up to practice every day focused on earning the head coach a new contract. In your organization, no one shows up every day hoping to earn the CEO a bigger bonus. Everyone arrives motivated by his or her wants, desires and hopes. Harnessing that broad spectrum of ambitions and motives requires clarity.

Every member of the winning Super Bowl team gets a ring; a big, shiny ring unique to that team and that season—a ring they can’t buy anywhere. They have to earn it—together.

There are plenty of other more vague benefits to success: endorsement deals, a new contract, national recognition, etc.

But vague doesn’t galvanize individuals into teams. Ironically, neither do salaries. Salaries are part of step one, attracting talent. The success benefit for a team has to extend beyond each team members salary and each member’s individual motivations. Salary is a personal benefit. Successful teams revolve around shared benefits. What is the shared success benefit for your team members?

member gives up free time, pleasure, family for the duration of camp.

As the season progresses, every NFL team has a leader in rushing yards, receiving yards, tackles, and sacks. On the best teams, those distinctions take on considerably less weight because the individuals who lead those categories see their efforts as a way to bring their team to a higher level of shared accomplishment. Ironically, on losing teams the statistical leaders often draw more attention to themselves. It becomes an individual focus. And that tears a team apart into a group, a group of individuals.

Have the members of your team paid a price to belong? Name the price. Make it a high price. People value what they pay the most for.

Step five: Hold the team to a specific time period.

Groups, associations and organizations are open ended.

Teams are not. Teams have a specific start and end date. The first four steps help your team reach the start date. The fifth step, the end date helps push the team with sense of urgency, purpose, and focus. Following this year’s Super Bowl, every one of this season’s NFL teams will cease to exist. Sure, the Baltimore Ravens, Chicago Bears, Philadelphia Eagles, Seattle Seahawks, and Green Bay Packers will all continue on as organizations. But the 2014 Philadelphia Eagles will end. That team ends the minute it plays its final game—and every team member knows it.

After the season, many of those 2014 team members will try to position themselves back at step one: becoming part of the talented group the organization assembles for the 2015 team.

Your team needs a specific time period that drives it toward achieving excellence. Is it a month? A quarter? Half a year?

Two years? You decide. Make sure your team knows the date of its Super Bowl.

These five steps will transform your groups into teams, and your teams can transform your organization into an industry leader. But just because you embrace the team approach doesn’t guarantee success. That’s the last part of the team myth. Thirty-one teams in the NFL fail to win the final game of the season. All thirty-two set out to build a stronger team the next year.

Step four: Every team member buys in with a specific and shared sacrifice.

A team has members who sacrifice something important, something they all surrender. That surrender creates a buy in, the foundation of a merit system. No one gets to play right tackle for the Cleveland Browns just because his father played right tackle for the Cleveland Browns. The right tackle earns his job both on his individual merits and on the price he pays as part of the team. Every NFL team holds training camp, a month long grind of long days, hot practices, intense competition, and meetings that stretch into the night. Every team

Gerry Sandusky is the play-by-play voice of the Baltimore Ravens, and a speaker, corporate trainer and author of The New York Times bestseller, Forgotten Sundays. He is the recipient of two regional Edward R. Murrow and Emmy Awards for his accomplishments in broadcast journalism. Gerry’s energetic and insightful presentations will impart the value of effective leadership techniques and communication on your audience. For more information on Gerry, please visit www.GerrySandusky.com.

APRIL 15 21

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

life & health

PERSONAL LINES

April 22-24, 2015 Hilton Garden Inn, Milwaukee Park Place – Milwaukee, WI 414-359-9823 $98 rate through 3/31/15

June 17-19, 2015 Holiday Inn Wausau – Rothschild, WI 715-355-1111 $89 rate through 5/16/15 includes deluxe continental breakfast

• LIFE INSURANCE CONCEPTS • HEALTH INSURANCE CONCEPTS Dr. Victor Puleo, Ph.D., CIC, CFP

• PERSONAL RESIDENTIAL COVERAGES JoAnn Clarke, CIC, CRM, CISR, CSRM, CPCU, ARM, AAI, CPIW, ARe

• LONG TERM CARE INSURANCE • DISABILITY INCOME INSURANCE • BUSINESS CONTINUATION AND SUCCESSION PLANNING James Krist, CIC

• PERSONAL AUTOMOBILE COVERAGES • RENTAL CAR COVERAGE Russell Deaton, CIC

• RETIREMENT PLANNING AND ANNUITIES • PLANNING FOR PERSONAL NEEDS Fred Stoor, CIC

• FLOOD • PERSONAL UMBRELLA/EXCESS COVERAGES John Dismukes, CIC, CPCU, AAI, AIS

WI CE Course # 69169

WI CE Course # 69162

Day One: 8:00 – 5:15

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.

Attention CICs!

Exciting update options; they fill up quickly.

CIC Ruble Seminars April 14 & 15 | Executive Risk | Sheraton – Brookfield, WI October 14 & 15 | Graduate| Radisson ­­– Green Bay, WI 16 WI CE (October includes 4 optional Ethics)

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

On-Line Insurance Pre-licensing Education

www.piaw.org

Exam FX

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training 22 APRIL 15

education

Attention Utica E&O Policy Holders: More and more owners, managers, and producers are taking advantage of the solid education provided by the CISR designation program—and for good reason. The “S” in CISR could stand for “Sales” as well as “Service.” CISR courses are a perfect blend of foundational technical training and the skills producers need to create long-term relationships.

The following PIAW education classes are approved for Utica’s premium discount.

Please contact Darcy at PIA for details.

1-800-261-7429 or dbrown@piaw.org • Any CIC Update

CISR courses are convenient one-day classroom courses—also available in self-paced online and in-house formats. The practical knowledge of risks, coverages, and exposures, complement the cross-selling and account-rounding skills taught in CISR courses.

• CIC Agency Management • CISR Agency Operations • Dynamics of Service • PIAW Ethics and E&O Seminars

CISR is a solution to satisfaction for your clients, the agency, companies, and you!

Contact PIA of Wisconsin today!

1-800-261-7429 • www.piaw.org

• PIAW Conducted In-House Seminars

Education Schedule: www.piaw.org or 1-800-261-7429

APRIL 15 23

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. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops, teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams.

Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars 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, 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.

10/13/15 Advanced Insurance Success Seminar: “Prospecting” with Steve Anderson, CIC. Steve is the leading authority on Insurance Technology, Productivity & Profitability.

Open to Everyone. A CPIA update option. Utica approved for premium discount. Green Bay. (7 WI CE Pending) 

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 You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

CPIA 1 - Position for Success

CPIA 2 - Implement for Success

CPIA 3 - Sustain Success

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

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

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

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, endorsements, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WI CE Course # 65338

CPIA 1 – May 26, 2015 Radisson Green Bay

WI CE Course # 65340

CPIA 2 – May 27, 2015 Kelmann Restoration Wauwatosa

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 $155.00  Non Member $190.00 Register at www.piaw.org or call PIA at 1-800-261-7429 24

APRIL 15

WI CE Course # 65339

CPIA 3 - May 28, 2015 Wisconsin Mutual Ins. Co. Madison

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE, 1 of 7 Ethics, Course #69356

AGENCY OPERATIONS

This course will help you become an indispensable team player. As you work with colleagues and customers, you will do so with enhanced self-assurance and a greater understanding of the dynamics within insurance organizations. How agencies operate is essential training for both insurance agency and company personnel.

• Legal & Ethical Requirements

full!

• The Insurance Agency • The Insurance Industry and Marketplace • Communication

april 21 • brookfield

• Agency Workflow • Account Management

call to be placed on waiting list .

• Errors & Omissions

CLASS SCHEDULE

Course Instructor

Instruction

John Dismukes CIC, CPCU, AAI, ALS Tulsa, OK

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

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 oganization'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 assests, but also its mission and its brand.

• • • • • •

The Risk Management Process & Risk Terms Risk Identification Risk Analyses Risk Control Risk Finance Risk Administration

MAY 13

•

TOMAH

CLASS SCHEDULE Course Instructor Todd Davis CIC

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

APRIL 15 25

education

Each Approved approvedfor for2*3 or WI3CE Live.

NoNo Test.

NoNo proctor.

Each WI Credits.

CE Credits.

Live.

Test.

Proctor.

Visit the Education tab at www.piaw.org for schedules descriptions, webinar demo and to register. Schedules are available two months out.

Ethics is offered each month.

•

Annuities: Turning Assets Into Income

•

BIP(idy) BOP(idy) BOO(ze): Turning Three Mundane Coverages Into Magic

•

CHAOS: Contracts, Hold Harmless, Additional Insureds and More

•

Contractors: Insuring the Liability Exposures

•

Contractors: Insuring the Property Exposures

•

Current Issues in Health Insurance

•

Cyber Master: Recognizing and Insuring Digital Assets and Electronic Risk

•

Ethics for Insurance Professionals (Ethics CE and Utica approved)

•

Ethics: Taking it to the Streets (Ethics CE and Utica approved)

•

Food Borne Illness and Insurance Coverage

•

Get in the Ring: Property Claims, Fights and Decisions

•

Group Insurance and Pensions

•

Lawncare to Lipstick: Coverage Concerns for the Self-Employed *2

•

Life Insurance Concepts for the P&C Agent

•

Not Your Grandpas’ Globe: Recognizing and Insuring Supply Chain Interruption *2

•

Personal Lines Complications: Because Simple is Just Too Darn Easy

•

Personal Lines Problems & Pitfalls *2

•

Seven Ways to Get Sued and How to Avoid Them (Utica approved)

•

Social Networking: OMG or E&O? (Utica approved)

•

The Ever-Evolving Affordable Care Act

•

The Human Asset Puzzle: Risk Managing Life, Health and Disability Insurance

•

Words Mean Things and Insurance is a Foreign Language (Utica approved)

Fee per Webinar: $50 PIAW Member, $60 Non Member Contact Brenda at 1-800-261-7429 or bsteinbach@piaw.org for in-house webinar opportunities!

26 APRIL 15

Are your clients FloodSmart for the Warm Weather?

As temperatures begin to rise and spring storms develop, the risk of flooding increases. Prepare your clients for spring flooding and encourage them to purchase a flood insurance policy.

Areas in Wisconsin have seen firsthand the impact of spring flooding in recent years. In 2008, severe flooding throughout Wisconsin led to disaster declarations in 30 counties, with more than $93 million distributed in disaster aid. Without flood insurance, your clients will have to pay for this type of damage themselves.

In addition to heavy spring rains, melting snow can cause flooding this time of year. The runoff can cause streams, rivers, and lakes to overflow and flood nearby homes and businesses.

Talk to your clients about their spring flood risks and ensure they’re covered for flood damage. Remember: typically there is a 30-day waiting period before flood insurance goes into effect, so there is no time to delay.

Agents.FloodSmart.gov has many tools and resources to help you have the flood talk with your clients. Using the free Flood Risk Scenarios tool, you can show your clients detailed situations in which a flood can occur. For example, the snowmelt scenario illustrates how a home exposed to heavy snowfall can

experience a slow flood that could last for a week or more once the snow begins to melt.

Just a few inches of water can cost your clients tens of thousands of dollars in damage. By helping clients better understand their risk, you will help them to see the need for flood insurance. The new Should You Have the Flood Talk? video explains the importance of talking to your clients about flood coverage.

You can also connect with free qualified leads by registering for the Agent Referral Program. Prospects will find you using the One-Step Flood Risk Profile or Agent Locator tool on FloodSmart.gov, on FloodSmart direct mailings, and when they call the National Flood Insurance Program Referral Call Center.

Registration is easy. If you have completed at least 2 hours of flood insurance training that is technical in nature in the past 2 years and can provide proof of training (it does not have to be for Continuing Education), visit Agents.FloodSmart.gov and sign up now. Simply click the “Register” tab, complete the form, and upload your certificate directly to your profile.

Before the snow begins to melt, have the flood talk with your clients. Explain their flood risks and encourage them to financially protect their property by purchasing flood insurance.

O n -L i n e e d u c a t i O n

Open to Anyone & Everyone !

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

• • •

www.piaw.org

New Agency Employee Orientation Delivering Quality Service Personal Lines Coverage Basics Commercial Lines Coverage Basics

Pre-Licensing Education Webinars: 2-3 WI CE, No Exam, No Proctor •

Over 20 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

All 9 CISR Courses – 8 WI CE All 5 CIC Institutes – 20 WI CE APRIL 15 27

education

A Memo: From FEMA’s FloodSmart Program

education

There is

more than one thing

new

Step Up To Elite Status CISR Elite, That is.

For CISRs who aspire to be more-who seek to distinguish themselves as Elite.

When you love what you do, and want to be the best, It’s time to step up. it time to Become a CISR Elite.

at piaw.org

PIA of Wisconsin now offers: Certified Risk Manager (CRM) Courses and Ruble Specialty Seminars.

800-261-7429

www.piaw.org 800-261-7429

Nominate the National Winner and Win $1,000!

You or someone you nominate may be the next Outstanding CSR of the Year®!

Nominations are now being accepted for the 2015 Outstanding Customer Service Representative of the Year® award.

The national winner will receive $2,000 cash, a gold and diamond pin, and a framed certificate of recognition. National finalists win $500 and a gold and garnet pin. And if you nominate the national winner, YOU receive a $1,000 cash award!

All it takes to enter is a nomination, a letter of recommendation, a competition entry form, and a 1,000-word essay written by the nominee on the topic, shown at the right. Entries are due no later than May 1, 2015.

“In today’s political, economic, and social environment, the use of the English language has undergone significant change. Even in our insurance industry, words, partial words, and titles can have a multitude of meanings—some of which are unclear and even vague. In the current insurance agency environment, the meaning of the term, ‘Customer Service Representative,’ has frequently been replaced with the terms ‘Account Manager,’ ‘Account Executive,’ ‘Client Service Advisor,’ etc. In your judgement, is there any important difference in the meaning of these titles in terms of one’s knowledge, expertise, compensation, and responsibilities? Do you believe these different titles make a difference to your clients, coworkers, and insurance companies?”

For more information about the award and to download forms, visit: www.TheNationalAlliance.com/CSR_Award.

Insert Association name, logo, andAgents contact information in this area.Inc. Professional Insurance of Wisconsin, Fonts used in1-800-261-7429 this ad are Futura Light, Futura Book, and Futura Heavy. www.piaw.org

© 2015. The National Alliance for Insurance Education & Research.

28 APRIL 15

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AUTOMATION c rner

Trane Ross PIAW Automation Committee

S

spring cleaning the company intRAnet O ut with the O ld

pring is just around the corner. After being cooped up all winter it is time to do some spring cleaning. I’m not just talking about regular spring cleaning, but rather a digital spring cleaning, but first, please take a moment and ask yourself the following questions; How often do you use your company’s intranet? How engaging/relevant is the information presented on your intranet? If the existing intranet has a vast amount of content that is mostly outdated and stagnant, it might be time to do some spring cleaning and consider researching an alternative platform. Innovative and dynamic platforms on the market today have the potential to better engage employees while also enabling them to be more self-sufficient. These platforms are very intuitive, can be low cost, and require less administration from a skilled web developer. These platforms empower the average employee to post and manage content (i.e. pages, posts, comments, files, etc…) with relative ease and little expertise and/or training.

and menu bars. Users of the site are not required to have a

Content such as production reports, company and/or individual successes, news feeds and announcements can all be dynamically posted. Once posted, depending on the solution, it can be reviewed by moderators for final approval or it can be immediately accessible for discussion just like adding content to a social media site. For example, if an employee recently achieved a new designation or personal achievement it could be easily posted and then discussed almost instantaneously. This not only gives recognition to the employee, but also has the potential to engage others in a positive way.

what solutions are out there. Hopefully you find that there

These posts can be broken into different areas of the site to provide easy management and logical grouping and, in some cases, could be an alternative for e-mail distribution lists. Say there is an upcoming CE opportunity rather than (or in addition to) sending out an email to all employees you could post it on the site in an area designated for CE. This would allow for easy recollection and discussion. Furthermore, these newer platforms also provide native intuitive retrieval/ search/filter capabilities. This makes content retrieval and access easy and less cumbersome then traditional site maps

don’t forget the cobwebs.

30 APRIL 15

working knowledge of the architectural design to be able to manage and find content.

Content management can also be enhanced through the use of plug-ins. Many of these solutions provide plug-in capabilities that allow you to add additional features and enhancements that normally the out-of-the-box solution would not have. Some examples of this would be to add a plug-in for an employee directory, electronic forms, shared calendars, employee birthdays/anniversaries and polling. Such plugins are often times created by the developer’s community of users and are usually free of cost. This flexibility allows you to easily enhance the site without the need to jump ship and completely overhaul the solution or consult a web developer.

This helps keep the site dynamic and engaging to the end employee.

So dust off your mouse and keyboard and take a look at is a solution with a better fit that is more engaging. Spend a little time to create the shell of the site to help organize content pages (departments, sections, ect..) but don’t go to overboard as you might find that as the employees become more engaged it will grow naturally. Keep in mind that most of these solutions are designed to adapt easily to change. Any time you reach a point that you are stuck rather than jumping to a developer right away, consider the plug-ins as you might find you can do quite a bit on your own. Best of luck,

Trane Ross Network Administrator R&R Insurance Service Inc. 1581 E. Racine Ave Waukesha, WI, 53186 Ph: 262-953-7190 Trane.Ross@rrins.com www.myknowledgebroker.com

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THINKING FOR TOMORROW TO HELP YOU AND YOUR POLICYHOLDERS TODAY

We are dedicated to becoming the easiest company for you and your policyholders to do business with!

That’s why we have taken advantage of technology to serve you both better!

MOBILE APP

Take the wait out of filing a claim, viewing your current claim status, obtaining your personal policy information, and so much more!

Download the mobile app by searching Pekin Insurance in the App Store or Google Play.

SOCIAL MEDIA

Stay connected with us via our social media outlets, Facebook and YouTube. Weekly posts on our Facebook page provide both fun and useful information while videos on our YouTube channel provide new information regarding products and endorsements for you to share with your policyholders.

FROM THE COMFORT OF HOME

With My PI, policyholders have secure online access to policy information, policy documents, billing information, auto ID cards, and claim information right from their smartphone, tablet, or computer!

WWW.PEKININSURANCE.COM 32 APRIL 15

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For more information call Gary Burton, Chief Operating Officer, at 414.221.0386. All calls will be kept in the strictest confidence.

APRIL 15 33

Hard Sellor Soft Sell?

by John Chapin

As natural as taking a walk on the beach.

The question, “Is it a hard sell or a soft sell?,” may seem like a no-brainer, but let’s define both of these terms. A hard sell, is not hammering someone into doing something that isn’t right for the person. Rather, it’s being direct and getting the prospect involved in what he or she needs, cutting through fear, denial and other roadblocks that can stop a sale. A soft sell, is not using touchy-feely language and letting the prospect completely control the process. Instead, it’s listening with empathy and truly understanding your prospect and his or her insurance needs, putting yourself in the prospect’s shoes and sympathizing with him or her and a situation.

W

ith those definitions in mind, there is a fine line between a soft sell and a hard sell— you have to learn when to cross it.

The problem with most salespeople is that they are either hard sell or soft sell—iron fist or velvet glove—not both. You need to be able to use both approaches and you need to know when to use each one. Here are the rules for hard sell versus soft sell.

Choose your approach As a rule, you want to be soft in the beginning of the relationship. When you are just getting to know the prospect and you’re building rapport, you want to be soft, slow and listen a lot. Once you have a full understanding of the prospects’ insurance needs, then it is time to be direct and make sure they get the insurance policies that are right for them. At this point, you need to cut through everything else and push if necessary to get to the sale.

The type of person with whom you are dealing also will dictate whether you are hard selling or soft selling and when you need to switch tactics. With a hard-nosed, straightforward, no-fluff individual, you will go from soft sell to hard sell faster than you will with someone who is more laid-back, easygoing and slower in his or her approach.

34 APRIL 15

In some cases, you never need to cross the line between soft sell and hard sell. You will have a great connection with certain people. They will see the opportunity, they will know what they have to do, you will be able to lead them directly down the path toward the sale, and it will seem as natural as taking a walk on the beach. In other cases, you will need to go to a hard sell. You may have someone who truly needs your product or service. The prospects know they need it, and yet fear is holding them back from doing what they know they need to do. At that point, you’ll need to push—skillfully.

A diverse approach Hard-sell-only and soft-sell-only salespeople vehemently defend their style and say it is the only way to go. To those who use the hard-sell approach, while you may initially make more sales and have some level of success, to hard sell all the time is tiring, will lead to canceled sales and will hurt repeat and referral business.

Most people who hard sell all the time are focused on the sale first and the needs of the prospect second. Remember, the prospect always comes first.

To those who use the soft-sell approach, not only will you miss many sales, you’ll also prevent people from enjoying the benefits of your product, which can be devastating. For example, let’s say you’re talking to a married dad of two young children about life insurance. You know he needs it, he knows he needs it and yet, he’s uncomfortable and you don’t want to push, so he sells you on waiting and you let him off the hook. Three months later, he dies in a car accident and his family is unprotected. His widow has to

sell the house, uproot the kids from their school and get three jobs to make ends meet. While this is a worst-case scenario, if you are sold on your products and know people are better off with them, you still have an obligation to push when someone has a need along with the means to buy your product.

Another area affected by selling style is follow up. Most soft-sell people will follow up once or twice, if they follow up at all. If you only follow up once or twice, you will not make the sale in most cases as the average sale happens after the fifth contact. On the other hand, most hard-sell salespeople tend to follow up too much and too early. This approach will irritate most everyone and make selling more difficult.

All considered, it is better to follow up too early and too often and to push a bit too much rather than not enough. For example, recently a salesperson who called me seven times in seven days made a sale, while the person who only followed up once didn’t— even though I wanted his product more. I think I am probably like most buyers.

The bottom line is: To be the best possible salesperson, you have to develop both the hard and soft side of your selling approach.

As with every other area in selling, practice will help you use both tactics and give you the knowledge of when to use each approach.

Chapin is president at Complete Selling Inc. He can be reached at johnchapin@completeselling.com.

—Reprinted with permission from PIA Management Services Inc.—

classified ad ATTENTION INSURANCE PROFESSIONAL

Agency Buy-In Opportunity

80 plus year old agency in S/E Wisconsin exploring Agency buy-in opportunity for qualified individuals

Current agency owner looking to position agency's future growth and perpetuation by offering an agency buy in option for the right candidate.

Candidates much have: 8 years of industry experience, proven sales track record, team player, self-starter, understanding of agency function, a desire to grow and prosper. Please note: this agency is not for sale.

Please send inquiries to: PIA of Wisconsin, Classified ad #601 6401 Odana Rd. Madison, WI 53719

APRIL 15 35

new MEMBERS PIA of Wisconsin

AGENCY

Geiser Insurance Service, LLC

Agency Insurance LLC

Chilton, WI

Fort Atkinson, WI

Gehrke Ins Agency Inc.

Alliance Insurance Centers, LLC Green Bay, WI

Apex Insurance Group Bloomer, WI

Brian K Jacobi Agency Sheboygan, WI

Cary J Wilder Insurance Agency LLC Appleton, WI

Choice Insurance Agency, Inc. Beaver Dam, WI

Crescendo Trade, Inc. Grafton, WI

CRG Services Inc. Brookfield, WI

Donat Insurance Services New Lisbon, WI

Eiler Agency LLC Brandon, WI

Fox River Insurance & Financial Services Appleton, WI

Gary Nelson Ins Agency Inc. Grantsburg, WI

36 APRIL 15

Madison, WI

Janowicz Insurance Racine, WI

JKC Insurance & Tax Services Manitowoc, WI

Klasinski Insurance Agency, Ltd. Schofield, WI

Klismith Insurance Agency LLC dba Barsness Insurance Agency Stevens Point, WI

Mann Insurance Agency Fountain City, WI

Marathon Financial Services Marathon, WI

Marsh Insurance Agency Rice Lake, WI

MeriTrust Insurance Group LLC La Crosse, WI

Milwaukee Educators Insurance Milwaukee, WI

Rick Debe Agency Insurance dba DBI Insurance Services Mukwonago, WI

Robert J. Andrews dba Bob Andrews Insurance Agency Necedah, WI

Shane R. Figi Insurance Agency, Inc. Monroe, WI

Stoneman-Schopf Agency, Inc. Sturgeon Bay, WI

The Guardian Insurance Group, LLC Lake Mills, WI

The Silbernagel Group Insurance Services LLC Kewaskum, WI

Vintage Insurance Agency, LLC Lena, WI

William R. Torhorst & Associates Oregon, WI

COMPANY Electric Insurance Company Beverly, MA

ASSOCIATE

Employers Benefit Group Reid Financial Consultant & Insurance Eau Claire, WI Agency Milwaukee, WI

APRIL 15 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC.

OFFICERS

DIRECTORS

Ms. LouAnn Herriges, CIC, CISR President Anderson's Insurance Associates 17500 W. Liberty Lane New Berlin, WI 53151 Phone 262-789-8500 Fax 262-754-6038 louannh@iaanetwork.com Mr. Rick Clements, LUTCF, MDRT Vice President Clements Ins. Agency, Inc. 317 N. 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337 rick@clementsagency.com

Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com

Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr Ste 105 Germantown, WI Phone 262-293-9144 Fax 262-293-9254 michael@keenersolutions.com

14-15

Ms. Kathy M. Mulder Nolan Insurance Agency LLC PO Box 238 Brandon, WI 53919 Phone 920-346-2241 Fax 920-346-5600 kmulder@nolanins.com Mr. Trey Neher, CIC, CISR THZ Insurance Group 420 E. Northland Ave. Appleton, WI 54911 Phone 920-730-0123 Fax 920-833-6870 tneher@thzins.com

PIA of Wisconsin, Inc. 6401 Odana Road Madison WI 53719 Phone: 608-274-8188 Toll Free: 800-261-7429 Fax: 608-274-8195 Toll Free Fax: 866-203-7461 www.piaw.org Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org Darcy Brown, CPIA Member Benefits Coordinator dbrown@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Mandy Penn Administrative Assistant mpenn@piaw.org Becca Prestbroten Special Project Coordinator bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

CIC EXECUTIVE RISK RUBLE Milwaukee (16 WI CE)

21

CISR AGENCY OPERATIONS Brookfield (7 WI CE, 1 is Ethics)

22-24

CIC LIFE & HEALTH Milwaukee (20 WI CE)

8

YPC BREWER GAME Milwaukee

FULL!

13

CISR ELEMENTS OF RISK MANAGEMENT Tomah (7 WI CE)

20, 21

CIC JAMES K. RUBLE GRADUATE SEMINAR Middelton (16 WI CE, 4 of 16 optional Ethics)

26

CPIA1 – POSITION FOR SUCCESS Green Bay (7 WI CE)

27

CPIA2 – IMPLEMENT FOR SUCCESS Wauwatosa (7 WI CE)

28

CPIA3 – SUSTAIN FOR SUCCESS Madison (7 WI CE)

June 2015

3, 4

CISR COMMERCIAL PROPERTY Green Bay, Madison (7 WI CE)

16

CISR PERSONAL RESIDENTIAL Wausau (7 WI CE)

17-19

CIC PERSONAL LINES Rothschild (20 WI CE)

July 2015

May 2015

21-23

CIC COMMERCIAL CASUALTY Appleton (20 WI CE)

5

YPC 12 th Annual Golf Outing Wisconsin Dells

5-7

66TH ANNUAL CONVENTION Wisconsin Dells (3 WI CE pending)

18, 19

CISR PERSONAL AUTO Green Bay, Brookfield (7 WI CE)

)

38 APRIL 15

April 2015

August 2015

Coming Events

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. Jeff J. Glass A.F. Glass Insurance Agency PO Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jglass@glassinsurancecenter.com

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

Mr. Matt Cranney, CIC M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com

Mr. Brian MacGillis, CPIA Treasurer 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. Thomas Budzisz BWO Insurance Group, LLC 2111 E Rawson Ave. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com

STAFF

In a class by itself.

Over 5,000 Member Agencies Signed Over $5 Billion Written Premium

THE

TOTAL SOLUTION FOR THE

INDEPENDENT AGENT

info@siaa.net | www.siaa.net SIAAJL16312.indd 1

7/9/14 9:15 AM

APRIL 15 39

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

o

Top 3 P&C Companies (list in order)

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.