April 2016 Wisconsin Professional Agent

professional agent ap r i l | 2 0 1 6

What’s Inside?

Buyer Beware.................... 12 Improve Your Selling......... 16 Skills Learn From The.................. 20 Presidential Race Education Section.............. 22 New Members.................... 30 E&O Claims......................... 32 Stop Making Excuses........ 34 Keep Customers................. 36 Happy

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

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From the

President Rick Clements, LUTCF, MDRT — President, PIA of Wisconsin

Independent Insurance System —

Evolving and Growing Industry There continues to be those that predict doom and gloom for the agency system due to technology and consumers’ online shopping.

mercial customers will interact with their agents and carriers across the full range of channels such as in-person, through mobile devices, by telephone, internet, and video conferencing.

Not quite that simple. As an example, travel agents faced similar challenges. Many disappeared but those that survived did so by reinventing their business models in multiple ways. They shifted towards more complex travel and specialization. They focused on operational efficiency and technology. Insurance agents can adapt a similar approach in their efforts to remain relevant.

• Carriers will continue to use technology to increase their direct interaction with the primary customer delivering service that is more consistent at a lower cost.

Analysts agree that as risk and liability issues continue to increase in importance throughout the economy the need for insurance coverage will rise as well. Labor statistics state that in the next 10 to 15 years the insurance industry will grow by 20 to 40%.

I did a quick scan of some coverages and endorsements and made a list of a few of them that were not available 20 years ago. A few of these are ID theft, data breach, auto replacement coverage, employment practices liability insurance, employee benefits liability, data compromise, equipment break down and terrorism Insurance. There are some new personal property coverages such as hover boards, drones, laptops, smartphones and activity monitors. Not to miss mentioning the newest coverages for Transportation Network Company drivers and cosmetic damage to metal roofs.

The number of types of businesses and home-based businesses has expanded tremendously. One company site I looked at listed over 100 home-based businesses that could be added to a homeowner’s policy.

Local agents are not in danger of extinction, but the role they play will continue to evolve.

New technology and economics will alter the distribution methods in personal lines and small commercial insurance.

Within five to ten years, most personal lines and small com-

Since 1878

• Agents will be compensated for the unique value they deliver to the customer and the carrier.

• Carrier agent management models in the independent (IA) channels will focus resources on those agents that deliver profitable business and will be rewarded accordingly.

• Successful agents will deliver tailored and relevant expertise and excel at multi-channel marketing while increasing their scale and efficiency.

• As agency numbers decrease and sizes increase, those agents will to adapt will have exceptional and rewarding opportunities.

A recent example of consumer preference dealing with a local agent is Google Compare. Google is discontinuing the ‘Google Compare’ auto insurance comparison site. Google said the auto insurance service did not meet expectations for the company. “Despite people turning to Google for financial services information, the Google Compare service itself has not driven the success we had hoped for” says Google. Some suggest that Google Compare was not prepared to respond to the value that independent insurance agents provide to policyholders. Speaking to National Underwriter and PC360 just before the launch of Google Compare last year, Steve Anderson, insurance technology consultant said ‘An independent agent can out-presence, which is where Google will have a much harder time.’

That just goes to show – Independent agency system is here to stay.

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Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella APRIL 16 3

Memos from

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

How Important is the Insurance Industry to Wisconsin?

Let’s take a look at some facts: • There are over 125,000 Wisconsin licensed insurance agents (the majority are out-of-state licensees) who pay license fee to the State. The amount of personal and corporate taxes paid by agents is immense.

• There are 80,000 insurance company employees in the state with an average salary of over $61,000.00 (more than 50% above the state average wage).

• Wisconsin has the fourth highest number of domestic insurers.

• Wisconsin has the second highest number of licensed insurers.

• The industry pays $148 million in premium taxes and $28 million in corporate taxes per year.

• No General Purpose Revenue is used to regulate the insurance industry. The insurance industry was assessed over $40 million in fees for regulation and examination of themselves. Over half of those fees were ultimately transferred to the general fund or lapsed to the Department of Administration, meaning that our industry is being “double taxed” where other industries are not.

Wisconsin is a good place to be in the business of insurance.

We have a strong and efficient Insurance Department, reasonable judicial and legislative environment, relatively disaster free climate and a dedicated and honest agent and company community.

Your industry is critically important to the Wisconsin economy. The fiscal impact is only outweighed by the social impact you have on the lives and property of Wisconsinites.

CBS NEWS MoneyWatch reported that Wisconsin has the third LOWEST auto insurance rates in the country. Only Maine ($808) and Ohio ($900) had average premiums lower

that the Dairy State ($912). The most expensive states is Michigan ($2,738), followed by Montana ($2,297) and New Jersey ($1,905).

The report states that Wisconsin has a competitive insurance market, large swaths of the state are rural and Wisconsin drivers aren’t very litigious.

The reason for Michigan’s high rates is “all about medical insurance requirements”. Michigan is the only state that mandates drivers to purchase personal so-called PIP (personal injury protection) insurance that will cover medical expenses for you and any passengers in case of an accident. They say that the high cost of insurance causes many drivers to defy the law and go without insurance. An estimated 21% of drivers in Michigan do not have coverage. That, of course, boosts the rates for the remaining drivers who get insurance.

The average premium nationwide is $1,325.00.

ANOTHER REPORT issued recently predicted that automation may cause a 25% reduction in insurance industry jobs over the next decade. It wasn’t too long ago that prognosticators opined that automation would allow all of us to have so much free time we would be able to relax on the back porch with a margarita instead of putting in long days to serve our clients. Apparently those forecasters sipped too many margaritas before making their predictions! We are running faster than ever and spending tons of cash to buy, maintain and upgrade our computers. It must be nice to have a job where you can make bold predictions without having to be held accountable in hindsight.

AND REMEMBER…..Even a mole stops digging long enough to pop up and see where he’s going.

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4 APRIL 16

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APRIL 16 5

From the

Boardroom LouAnn Herriges, CIC, CISR – Director, PIA of Wisconsin

What Are Your Expectations?

PIA of Wisconsin — I have been fortunate enough to be

online. In July or early August you will be notified of your

involved with PIA for many years. The last six years serving on the Board of Directors. It has always been a challenge for those serving on the Board and on our many committees to try to meet the expectations and fulfill the needs of our members.

committee assignment.

When you joined this great organization, what were your expectations? What were your reasons for joining? Better yet, have we met your expectations? We want to hear from you. It is as easy as sending an email, calling the PIA office or contacting a board member. All of this information can be found on the PIA website or in the Wisconsin Professional Agent Magazine.

probably include an area for any miscellaneous comments

At this time of the year many of our committees have already met and are planning ahead for the future. We need your help! Please consider volunteering your time and/or your talents by joining one of our many committees. New volunteers mean new ideas and possibly fresh approaches to existing needs and benefits. Consider the rewards of being involved in this great organization. Watch for emails from the PIA office requesting volunteers. If you don’t want to wait you can go to the PIA website and complete the form

In the near future, the Agent Services Committee will be sending out a survey regarding the many benefits. Please take advantage of the opportunity to give your opinion by taking time to respond to this survey. The survey will you may have.

I am very proud of the member benefits PIA has provided for our members. I am so very proud to be a member of this organization and its many achievements and accomplishments. I am proud to be a member of the Board of Directors and to call these many individuals, friends. We are blessed to have the best staff and Executive Vice President!

You too can be part of the action by stepping up and volunteering. By volunteering you can help PIA meet the ongoing expectations of their members.

Feel free to give me a call and I would be happy to discuss any of this with you.

I AM PIA and proud of it.

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Registration materials will be available early May.

6 APRIL 16

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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 tollfree telephone number: 1-800-236-8517.

Allegations

and

Actions Against Agents

Julie A. Bremness, 605 E. Oak St., Cadott, WI 54727, agreed to pay a forfeiture of $500.00 and agreed to a 90-day suspension of her insurance license. These actions were taken based on allegations of making a misrepresentation to an insurance company.

Joanne Cramer, 8327 Wheatland Rd., Burlington, WI 53105, was ordered to pay a forfeiture of $1,000.00 and was ordered to fully and timely disclose to OCI all administrative actions and other matters requiring disclosure. These actions were taken based on allegations of failing to timely report an administrative action taken by FINRA and failing to timely report a pending criminal proceeding to OCI.

based on allegations of failing to disclose administrative actions taken by the states of South Dakota and Texas on a licensing application, failing to disclose a criminal conviction on a licensing application, failing to timely report administrative actions while licensed, and failing to comply with an administrative order taken by the state of Texas.

James F. Stein, N1074 Vander Maazen Dr., Hortonville, WI 54944, had his application for an insurance license denied.

This action was taken based on allegations of owing delinquent Wisconsin taxes, having an administrative action taken by the state of Wisconsin, failing to complete the fingerprinting/background check, and failing to respond promptly to inquiries from OCI.

Brian W. James, 4552 La Tienda Rd., Westlake Village, CA 91362, was ordered to pay a forfeiture of $1,500.00 and was ordered to timely report to OCI all administrative actions and other matters requiring disclosure. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Missouri, Maine, and Indiana.

Michael N. Peden, 4106 N. Maryland Ave., Milwaukee, WI 53211, had his application for an insurance license denied.

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

Diana G. Scarber, a/k/a Diana G. Woodham, 3789 Town Crossing Blvd., Apt. 603, Mesquite, TX 75150, had her application for an insurance license denied. This action was taken

Kevin L. Wilson, 4238 Sylvia Lane N., Shoreview, MN 55126, was ordered to pay a forfeiture of $1,000.00 and was ordered to fully and timely disclose all matters to OCI. These actions were taken based on allegations of failing to timely report an administrative action taken by the state of Minnesota.

Geoffrey M. Woltertorff, 615 S. Barstow St., Eau Claire, WI 54701, was ordered to pay a forfeiture of $1,000.00 and was ordered to cease and desist soliciting insurance without insurer appointments and from making misrepresentations to consumers. These actions were taken based on allegations of soliciting sales without being appointed with Rockford Mutual Insurance Company and for misrepresenting dividend benefits of worker's compensation policies.

(continued on page 10) 8 APRIL 16

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OCI Administrative Actions (continued from page 8)

Allegations

and

Actions Against Companies

American General Life Insurance Company, P.O. Box 1591,

United States Life Insurance Company in the City of New York,

Houston, TX 77251, was ordered to pay a forfeiture of

The, 2727 Allen Pkwy, Houston, TX 77019, was ordered to pay

$1,000.00. This action was taken based on allegations of failing

a forfeiture of $1,000.00. This action was taken based on allega-

to timely file a required financial statement.

Climate Insurance Agency, LLC, 201 Third St., Ste. 1100, San Francisco, CA 94103, was ordered to pay a forfeiture of $500.00

tions of failing to timely file a required financial statement.

Variable Annuity Life Insurance Company, The, P.O. Box 1591

and was ordered to fully and timely disclose all matters to OCI.

3-D1, Houston, TX 7725, was ordered to pay a forfeiture of

These actions were taken based on allegations of failing to timely

$1,000.00. This action was taken based on allegations of failing

report an administrative action taken by the state of Missouri.

to timely file a required financial statement.

10 APRIL 16

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11 APRIL 4/24/15 16 8:48 AM

When "As-Is" Leaves Out "Is-Not"

by Attorney Michael D. Hahn

We've all heard the warning "buyer beware." If that maxim applies anywhere, it certainly applies when buying a property that is bank-owned due to a foreclosure, as sales of bank足 owned real properties are almost always sold "as-is." However, a recent Court of Appeals decision explains that "buyer beware" does not relieve a bank of the duty to disclose known problems with a property.

When a bank sells a foreclosed property, it routinely includes an "as-is" clause that is designed to relieve the bank of liability for any defects or problems with the property. An effective "as-is" clause prevents a buyer from suing the seller for any defects that are discovered after the sale. An "as-is" clause is generally enforceable in Wisconsin as long as it clearly sets out the rights being waived by the buyer.

In Fricano v. Bank of America, 15AP20, Bank of America acquired a foreclosed property that had been extensively damaged by water. Prior to selling the property,the Bank made some significant repairs to the home to limit the damage. The repairs included replacing drywall in the living

12 APRIL 16

room, master bedroom, and kitchen, along with replacing flooring in several rooms and replacing the kitchen cabinets. Even after the repairs, however, there were still issues with the home which, based on subsequent home inspections, included substantial mold problems that needed to be addressed before the home could be occupied.

When the Bank listed the home for sale, there was a lot of interest in the property. In total, 14 offers were submitted to the Bank, and the Bank asked each of the potential buyers to make their best offer. Of the 14 offers, Fricano's was the one accepted, and the Bank sent an email to Fricano with some forms to sign as part of the sale. One of the forms included

an "as-is" clause that informed Fricano she was buying the property "as-is," based on her own information and investigation, and that there may be mold on the property. The Bank also told Fricano that because the property was a foreclosure, it had "little or no direct knowledge about the condition of the property." Fricano signed the agreements and purchased the property.

Shortly after closing, Fricano learned the property was "saturated" with mold and, as a result, the property was stripped to the studs for mold remediation and then the interior was rebuilt. Fricano filed suit against the bank under Wisconsin's anti-fraud statute, Wis. Stat. § 100.18(1), claiming the Bank knew the property had extensive water and mold damage and, therefore, had misrepresented its knowledge about the condition of the property.

At trial, the Bank argued the "as-is" clause prevented Fricano from bringing her lawsuit. The trial court disagreed and allowed the jury to consider whether Fricano relied on the bank's statement that it had "little or no direct knowledge about the condition of the property." The jury awarded Fricano $50,000, and the Bank appealed.

On appeal, the Court of Appeals upheld the trial court's decision and the jury's verdict. The Court of Appeals explained the "as-is" clause does not prevent a buyer from bringing a deceptive representation claim under § 100.18(1). The fact Fricano signed the "as-is" clause was relevant to the question of whether or not she relied on the bank's statement that it had no direct knowledge about the property; it was not enough to prevent her from bringing her claim in the first place.

The bank also argued Fricano could not have reasonably relied on its statement about the condition of the property.

Again, the Court of Appeals disagreed. At trial, Fricano testi-

Not in sales?

These tips will still help you succeed Even if your job doesn’t directly involve selling anything, you can learn a lot about success by following the advice of top salespeople.

Here’s some wisdom from legendary sales guru Tom Hopkins on the Inc. website: • Manage your time. Plan your day so you don’t waste a minute on unproductive activities at work. Spend the first few minutes of every day setting priorities, then get started on them right away.

• Develop your own mission statement. Your organization has a mission statement, and you should, too. It should express your dreams, values, and tangible goals.

• Associate with the right people. Find colleagues and friends with similar goals and a positive outlook. Support them as you learn from them.

fied that she believed the Bank had no knowledge about the condition of the property because it was a foreclosure. Fricano's inspections of the property prior to closing did reveal some mold, but that appeared to be limited to a few areas in the basement, not throughout the property. The Court of Appeals concluded if the bank had disclosed the extent of the water damage, Fricano would not have purchased the property.

So what does this mean for banks when selling properties they purchase at foreclosure sales? The take away for banks, and really for any seller of real property, is to be careful about the statements you make to potential buyers. The problem for Bank of America in Fricano is that it did know the extent of the damage, and it should have disclosed it. If it had the "asis" clause it likely would have been enforceable and it should have prevented Fricano's lawsuit.

An "as-is" clause is an effective tool to put buyers on notice that they are responsible for any issues that come up with the condition of the property. But it is important to remember that an "as-is" clause is not a get-out-of-jail free card.

For more information about When "as- is" leaves out "is-not", contact Attorney Micheal D. Hahn at mhahn@axley.com or 608.260.2483.

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

• Follow up. Don’t make promises you can’t keep. Do what you say you’re going to do, and always check in to make sure the other person is satisfied with the results.

• Follow your own path. You don’t have to listen to the conventional wisdom or do what everyone else in your profession is doing. Look for new ideas, and don’t be afraid to strike out in your own direction.

• Deal with rejection. You won’t get every sale or win every contract. When you’re rejected, learn what you did wrong so you can improve in the future. Then put it behind you and move on.

• Help people feel important. Don’t become so obsessed about your own success that you forget the people around you. Show respect to everyone. Help them achieve their goals and dreams, and they’ll be more willing to help you with yours.

APRIL 16 13

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APRIL 16 15

7 Ways to Improve Your

Non-Verbal Selling Skills

By Bob Phibbs

Your body language sends wordless cues long before you try to close a sale.

The more you understand about what your body is saying—oftentimes without our knowledge—the more you can see how often it gets in your way.

And that is especially true when you are in a sales situation. That is because oftentimes our bodies communicate fear—and fear makes people look away.

16 APRIL 16

Fear can cause you to lose your temper, or silence your own voice when it needs to be heard.

Most of all, fear keeps strangers at arm’s length.

That’s because 55% of our language to communicate with another person is non-verbal.

Our bodies can sense bad vibrations long before someone’s words arrive.

So now think about a time you felt devalued by someone.

Picture what their body position was. Now picture your own body’s reaction.

I’ll bet you averted your eyes and you slumped your shoulders. You might even have curled your toes inside your shoes.

Now think what it would feel like to be served by someone whose shoulders were slumped, who didn’t meet your eyes, whose arms were crossed.

Would you feel engaged by them? Of course not!

Their body was telling you they weren’t being authentic.

Their non-verbal cues made it hard for you to trust them.

Most people don’t even realize when their bodies are communicating, so the first thing to do is to simply notice your body position.

Do you cross your arms unconsciously?

Do you leave your arms down like a corpse when you talk to someone?

Do your shoulders slouch most of the time?

Those unconscious habits won’t bring customers to you.

In fact, they are communicating your unease to them.

When you have a whole crew of people doing that, the energy in your entire business turns toxic. It makes customers walk out saying to themselves, “Something just didn’t feel right about that place.”

7 ways to improve your non-verbal selling skills:

are unsympathetic, authoritative, and at some level, you are closing yourself off from the other person.

Stand side-by-side not face-to-face. When you present merchandise standing by your shopper’s side, it is non-threatening. This allows you to do a sideways lean, which is friendly and non-threatening.

An old-school tip says to mirror your customer’s body posture. For example, if they use their hands a lot, you mirror that. If their arms are open, so are yours.

If the customer suddenly crosses their legs and arms, you don’t want to mirror that. Their body is telling you they are closed off. You don’t want yours to say the same thing!

You need to maintain an open stance and see what you said or did to close them off. Addressing it with something like, “Did I just say something to put you off?” is a good way to bring them back.

Yes it takes practice, but once you’re aware of your own body communication, you want to be a student of your customer’s body communication too.

Body posture is something rarely talked about in selling because it is assumed that if an employee is standing upright, that’s all they need to do. But there’s much more to it.

Begin by noticing your own behavior. In what situations do you lose your voice? At that moment, what does your body look like? When you’re about to close the sale, how does your body look? When do you notice your breath becoming shallow? When do you take a step back from a customer?

Lift the sternum (that’s the flat bone at the front center of your chest). This allows more oxygen into the lungs. A good image to maintain is that of a string pulling your posture up from your sternum. This allows your shoulders to become more relaxed when engaging strangers.

The more you can choose your body posture, the more you’ll find you can also choose your attitude.

Lean forward (but just a bit). Yes it’s subtle, but it keeps you from leaning backward, which shows a negative attitude.

And while you might still be afraid at some level when engaging a stranger, when you use these tips, you act as if you aren’t afraid which allows you to place the fog of fear in the background.

Smile. A smile is your best tool to get someone to like you, and when you don’t smile, it’s the quickest way to turn someone off.

Meet their eyes. We like people who look at us. Too much eye contact and it can feel threatening, but too little and you come off insincere. Yes, this is a balancing act to practice.

Gesture. Point directly at a feature and look at it with the customer. They will follow your gesture, and so will their eyes as you describe the benefit. Use an open hand or two fingers together, it’s perceived as more open and friendly.

Arms open. Hold your arms open and loose to show a welcoming attitude. Arms folded over your chest indicate you

Your body is just like the car you have to drive. If you aren’t choosing the direction and checking the instruments, you’ll often be taken to a place you didn’t want to be.

The more you master your body communication, the easier it will be to master your verbal communication.

Bob Phibbs is the CEO of The Retail Doctor, a New York consultancy. As a speaker, sales consultant and author of The Retail Doctor’s Guide to Growing Your Business, Bob has helped thousands of businesses since 1994. With over thirty years’ experience beginning in the trenches of retail and extending to senior management positions, his presentations are designed to provide practical information in a fun and memorable format. For more information on Bob, please visit www.RetailDoc.com.

APRIL 16 17

Stay cool when you receive criticism

Examine cover letters closely when making hiring decisions

No one enjoys being criticized, but sometimes you’ve got to accept it graciously, if only to set the right example for your employees.

Look for clues to the following:

To handle criticism productively, follow these steps: • Acknowledge. Resist the urge to attack the other person, blame someone else, or ignore the criticism entirely. Instead, take a breath, acknowledge the problem, and express your willingness to discuss it further: “I understand your concern,” or “I can see that you’re upset.”

• Inquire. Ask for more information to show you’re taking the criticism seriously and to ensure you fully understand the other person’s concerns. Listen with an open mind and be ready to learn from whatever mistakes you may have made.

• Respond. Give the other person a fair hearing before responding to the criticism. First, thank the person for coming to you. Then take the approach you feel is justified. You may want to investigate further, offer an apology and promise to make changes, or—if you feel the criticism is unjustified—offer your perspective respectfully and calmly.

—Adapted from the Pertinent Information website

Maybe you can’t judge a book by its cover, but you can learn a lot from the cover letters job candidates send along with their applications and résumés. Don’t automatically set cover letters aside—you may miss a gold mine of information about your next employee. Look for clues to the following: • Professionalism. Is the letter error-free? Did the candidate spell your name correctly? Serious candidates will double- and triple-check everything before sending a cover letter out.

• Originality. Does the cover letter address your organization and your needs? Or is it a generic letter that could have been written to any of a dozen organizations—or even any of a dozen industries? An applicant who tailors a letter specifically to you is demonstrating a willingness to commit to the position and the organization.

• Personality. Cover letters should give you a sense of the writer’s values. Try to get a general impression of the person behind the letter. Does it communicate passion, ambition, or a sense of humor? Read between the lines for a glimpse of the candidate’s true self.

—Adapted from Hiring Great People, by Kevin C. Klinvex, Matthew S. O’Connell, and Christopher P. Klinvex (McGraw-Hill)

I love life, because what more is there? — Anthony Hopkins

18 APRIL 16

REFERRALS AND NETWORKING TOP TACTICS FOR JOB HUNTERS

piaw board of directors business day in madison

What's the best way to land a new job? High rates of unemployment make that an urgent question for many people. A study of more than 700 job seekers who found employment between July 2009 and January 2010, conducted by the IMPACT Group, identified these winning tactics: Referrals from inside the hiring organization were the most successful strategy, cited by 18 percent of job seekers.

Social networks like LinkedIn, Facebook, and Twitter helped candidates identify opportunities for referral. Referrals from outside the organization were successful for 9 percent of job hunters.

Posting Resumes online was successful for 8 percent of job seekers, the same as in 2003.

Networking was most effective for older workers (50 and up), with 46 percent reporting that it led to employment. For candidates earning more than $100,000, networking was successful for 50 percent.

Several representatives from the PIAW Board of Directors took time out of their busy schedules to attend Business Day in Madison. Between the events of the day they had a chance to meet with U.S. Senator Ron Johnson. Attending the event (l-r) were John Klinzing, Sandy Hardrath, Dennis Kuhnke, Senator Johnson and Brian Mac Gillis. Not only did these individuals take time from their office to attend the event, they did so out of their own pocketbook to represent PIA members across the state. We owe them a big Thank You for their commitment.

You tried your best and you failed miserably. The lesson is "never try. — Homer Simpson

RRA_PIA_Ad_March_16_Outlines.indd 1

2/2/2016 8:47:47 AM

APRIL 16 19

What Sales People can learn from the

Presidential Race

by John Chapin

While the Presidential Race is showing us many qualities of politicians that we don’t want to emulate such as: bad-mouthing the competition, vacillating on the issues, and bending truths, there are several other qualities that we can emulate to make ourselves super-successful as salespeople. Here they are‌ 20 APRIL 16

Four qualities of politicians you do want to emulate: Put yourself out there The successful politicians who get their name out and are heard through the noise, are great at putting themselves out there and letting everyone know they are there. They seem to have mastered the primary fear that stops most salespeople: the fear of rejection. The successful politicians don’t take things personally and they have thick skin. Insults and other slings and arrows seem to bounce off them or roll off their back.

They aren’t afraid to speak their minds and they have confidence, conviction, and a healthy impression of themselves. They know that regardless of what others say and think, if they are going to be successful, they have to get out into the world and be seen and heard by as many people as possible. If you are going to be successful in sales you must demonstrate these same qualities. You must force yourself out into the marketplace each and every day and you must be heard. You must let go of the fear of rejection, embarrassment, or whatever other fears you have by acting in spite of them. You must develop a thick skin and realize that if success in sales and the resulting rewards were easy, everyone would be doing it.

Ultimately, if you are going to be successful, you’ve got to put yourself out there and let as many people as possible know about you and what you have to offer.

powerful office on the planet, they must differentiate themselves from the rest of the crowd. They work on their value statement. They study their competition. They are scripted and they are usually pretty good at knowing how they differ from everyone else in the field. They prepare for the debates by reviewing what questions they are likely to get asked, studying who they are up against, and role-playing comments, answers, and responses.

Similarly as a salesperson you have to know why you, your product, and your company are the better choice. How are you unique? You are the one thing the competition does not have and you have to be able to articulate why it’s extremely important that the prospect ends up with you versus the competition. You have to know all the differences between you, your product, and your company versus what the competition has to offer. Once you have all the above, you must then script everything and practice it so it comes out of your mouth clearly and confidently.

Commit I doubt many people would question the commitment of a politician out on the campaign trail. Their rigorous schedule has them visiting many cities, and usually several states, each and every day. They are sleep deprived, void of most luxu-

Meet lots of people

ries, and endure all the displeasures that come with constant

When a politician is out on the campaign trail he or she is laser focused on meeting and talking to as many people as possible. They are not focused on the people they already know and whose vote they have, they are looking to meet strangers and win them over. While they don’t snub the people they already know and have in their camp, they spend as little time as possible talking to these people. Their number one objective is meet new people and sell those people on why they should get their vote.

travel. Their pursuit also requires that they place the rest of

The biggest reason salespeople fail is due to a lack of activity.

More specifically, they don’t talk to enough people. Yes, sales is a numbers game. While relationships are extremely important, in order to have the number of relationships you need, you have to be talking to tons of people. You need a daily goal for the number of new contacts you’re going to make and then, like the politician, you need to be laser focused on hitting that number no matter what.

A friend often reminds me of an extremely successful insurance agent he met once who told him, “What’s made me so successful is that every day, Monday through Sunday, I make sure at least three new people know what I do.”

their lives on hold including family and friends. In order to stay sane and keep up the pace they need to keep up, politicians must be passionate about what they’re doing. They must be completely committed and they must be willing to sacrifice all other areas of life in the short-term.

Especially if you are new to sales, an industry, or a company, your life is going to be out of balance in the beginning. There may also be times when the economy, market, or industry take a hit and you have to work extra hours. Sales never has been a 9 to 5 job and it isn’t for the faint of heart. You’re going to have to commit by making some sacrifices. You also need to know why you’re doing what you’re doing and why you’re passionate about the struggle and eventual reward ahead. Also, if you have a family, you need to make sure everyone is on board. By the way, it’s a good idea to get this cleared before you accept the job.

John Chapin is a sales and motivational speaker and trainer. For his free newsletter, or if you would like him to speak at your next event, go to: www.completeselling.com <http://www.completeselling. com> John has over 28 years of sales experience as a number one

Differentiate yourself

sales rep and is the author of the 2010 sales book of the year: Sales

Politicians know that if they are going to lay claim to the most

Encyclopedia (Axiom Book Awards).

APRIL 16 21

education

H ot T opic /E thic S eminar

Anyone Can Attend! No Designation Required.

Approved for the Utica Premium Discount!

This William T. Hold Seminar is an approved CISR update option.

Sam Bennett CIC, CPIA, AFIS, CRIS

april 14 — Holiday Inn, Rothschild 8:00 – 4:00 p.m.

• Business Auto Policy & Endorsements – Course # 10107856 • Ethics for Today – Course # 1010787 7 WI CE, 3 of 7 Ethics Register at www.piaw.org or call 800-261-7429

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69351

LIFE AND HEALTH ESSENTIALS

This course will help build a better understanding of what your clients need to know about life and health insurance.

Explaining the benefits of having the proper life and health insurance is key to the financial wellbeing of your clients' families and businesses.

• • • • • •

Introduction to Life Insurance Term Insurance Permanent Life Insurance Health Insurance Concepts Regulation Consumer Driven Plans

CLASS SCHEDULE Jerry Rhinehart CIC, CLU, ChFC, RHU

Instruction Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m.

MAY 16 • WAUKESHA

$170 Per Course Includes Lunch

4:15 p.m. – 5:15 p.m.

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

22 APRIL 16

education

Certified Insurance Service Representative Open to Anyone!

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

AGENCY OPERATIONS

This course helps make you an indispensable team player in any insurance agency. 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. Also, understanding how agencies operate is essential training for both insurance agency and company personnel.

• • • • • •

Legal & Ethical Requirements The Insurance Agency, Industry and Marketplace Communication Agency Workflow MAY 19 • MADISON Account Management Errors & Omissions

CLASS SCHEDULE Instruction Angelynn Heavener CIC, CPIA

Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m.

$170 Per Course Includes Lunch

4:15 p.m. – 5:15 p.m.

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

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69338

COMMERCIAL CASUALTY 1

This course strengthens your ability to have productive, assured interactions with your commercial customers in the area of commercial casualty exposures and coverages.

• Business Auto Exposures and Coverages • Workers Compensation & Employers Liability Insurance Policy

April 13 • WAUKESHA

• Commercial Umbrella and Excess Liability Policies

CLASS SCHEDULE Sam Bennett CIC, CPIA, AFIS, CRIS

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

APRIL 16 23

education

30 + Topics in 2016! Each Approved for 2-3 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 to register.

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

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

April 2016 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

The Ever-Evolving Affordable Care Act (ACA) 3 CE # 71018

4/4

12-3p

Jerry Rhinehart, CIC, CLU, ChFC, RHU

Regarding Ethics 3 Ethics CE # 1010868, Utica Approved

4/7

1-4p

Kevin Amrhein, CIC

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

4/8

8-11a

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

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

4/13

8-11a

Karin Klaassen, CLU, LUTCF

Alert: Agency Legal & Ethical Responsibilities 3 Ethics CE # 1010871, Utica Approved

4/14

12-3p

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

Leases & Contracts Versus the Insurance Policy 3 CE # 1010872

4/19

8-11a

James Harrison ,J.D., CIC, CPCU, CLU, ChFC

Top Twelve Coverage Countdown: Answers, Evaluations & Revelations 3 CE # 1010873

4/19

12-3p

Chris Amrhein, AAI

Commercial Liability Endorsements to Watch Out For 3 CE # 1010874

4/20

12-3p

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

Managing E&O in a 27/7 World 3 CE # 1010875, Utica approved

4/21

12-3p

Steve Anderson, CIC

Executive and Management Liability 3 CE # 1010876

4/25

12-3p

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

Commercial Property Claims that Cause Problems 2 CE # 1010877

4/26

2-4p

Terry Tadlock, CIC, CPCU, CRIS

Lawn Care to Lipstick: Coverage Concerns for the Self Employed 2 CE # 71015

4/27

1-3p

Kevin Amrhein, CIC

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

4/28

12-3p

Chris Amrhein, AAI

24 APRIL 16

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

Contact Brenda for in-house webinar opportunities.

education

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

“Many in our industry came into insurance by chance, but have built a career by choice.

How did you come into the industry, and what are four reasons you stayed and built a career?”

Nominations are now being accepted for the 2016 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 in the gold box to the right.

Entries are due no later than May 1, 2016.

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

Insert Association name, logo, and at contact information in this area.

Forms are also available piaw.org.

Place logo here

© 2016. The National Alliance for Insurance Education & Research.

3053-0116

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 Darcy at PIAW to find out how you can benefit from Utica’s E&O Loss Control Program. dbrown@piaw.org or 1-800-261-7429

APRIL 16 25

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. 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, 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.

The AIMS Society is a national organization dedicated to providing i nteractive 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

WI CE Course # 65340

WI CE Course # 65339

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 – April 12, 2016

CPIA 3 – June 16, 2016

CPIA 2 – December 14, 2016

Holiday Inn West Waukesha, WI

Radisson Appleton, WI

Crowne Plaza Madison, WI

26 APRIL 16

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

more than one thing

new at piaw.org

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

800-261-7429

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

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.

www.piaw.org 800-261-7429

www.piaw.org 1-800-261-7429 APRIL 16 27

education

There is

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

COMMERCIAL casualty

PERSONAL LINES

April 19-21, 2016 Metropolis Resort – Eau Claire, WI 888-861-6001 $89 rate through 4/1/16 — includes hot, continental breakfast

June 14-16, 2016 Radisson Paper Valley Hotel 920-733-8000 $105 single rate through 5/16/16 includes breakfast

• commercial GENERAL LIABILITY • ADDITIONAL INSUREDS Duane DiPirro, CIC, CPCU, AU • Workers compensation John Dismukes, CIC, CPCU, AAI, AIS

• PERSONAL AUTOMOBILE COVERAGES • RENTAL CAR COVERAGE Samuel Bennett, CIC, CPIA, AFIS, CRIS

• business automobile coverages • excess liability/commercial umbrella coverages • commercial casualty case study Bernie Neff, CIC, CPCU

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

WI CE Course # 69299

• PERSONAL RESIDENTIAL COVERAGES Sidney Earl Aycock, Jr. CIC

Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

WI CE Course # 69169 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.

“Today’s insurance and risk management industry is big, complex, and full of variation.

As you consider what kind of coverage you need for your unique set of risks and exposures—both current and future—my training as a Certified Insurance Counselor (CIC) has prepared me to be the competent and proven advisor you need. Training to become a CIC includes 100 classroom hours and five comprehensive exams. In addition, I attend continuing education courses every year to update my knowledge and skills, to ensure that you always receive from me the attention, care, and current information necessary to make your coverage decisions.

The CIC designation and pin are marks of distinction that demonstrate my commitment to professional excellence and leadership in the insurance industry. I am proud to be among 31,500 CICs in the country–the best and most knowledgeable insurance practitioners in the nation.”

Shared by Jeremy Cordova, CIC Cordova Agency Inc. / Merill, WI

CIC Ruble seminars Exciting update options, they fill up quickly.

FULL May 17 & 18 | Graduate | Crowne Plaza – Madison, WI* August 25 & 26 | Legal Concepts Ruble|Crowne Plaza – Milwaukee, WI October 26 & 27 | Graduate | Radisson – Green Bay, WI* 16 WI CE (*Includes 4 optional Ethics)

visit www.piaw.org or call PIA at 1-800-261-7429 28 APRIL 16

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69338

COMMERCIAL CASUALTY 2

This course, like Commercial Casualty 1, strengthens your ability to have productive, assured interactions with your commercial customers. You will improve your understanding in each of these areas.

• Business Auto Exposures and Coverages • Workers Compensation & Employers Liability Insurance Policy • Commercial Umbrella and Excess Liability Policies

CLASS SCHEDULE John Dismukes CIC, CPCU, AAI, AIS

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.

April 18 • Eau Claire

$170 Per Course Includes Lunch Register at www.piaw.org or call 800-261-7429

NEW CISRs

The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who have already experienced the benefits.

Karen Barger, CISR

Krista Hintz, CISR

Betty Zahringer, CISR

TRICOR, INC. DeForest, WI

Mangold Insurance Inc. Burlington, WI

Integrity Insurance Appleton, WI

Megan Belter, CISR

Heather Klein, CISR

M3 Insurance, Inc. Madison, WI

TRICOR, INC. Platteville, WI

Katherine Brown, CISR

David Kruse, CISR

Ansay & Associates LLC Port Washington, WI

Hausmann-Johnson Insurance Inc. Madison, WI

This new status is for CISRs who aspire to be more, and passed all nine CISR courses.

Christina Fortsch, CISR

Kurtis Rupnow, CISR

Cindy Frechette, CISR Elite

The Insurance Center Onalaska, WI

R C Insurance Services Inc. Hartland, WI

Diversified Insurance Solutions Brookfield, WI

Debra Hines, CISR

Jodi Selig, CISR

Wendy Jungbluth, CISR Elite

The Diedrich Agency, Inc. Ripon, WI

Integrity Insurance Appleton, WI

American Advantage-IFS, Inc. Pewaukee, WI

APRIL 16 29

newM E M B E R S

PIA of Wisconsin

AGENCY Bay Insurance Agency, Inc.

Irv Hougom Agency

Ron Carnell Agency

Green Bay, WI

La Crosse, WI

Brookfield, WI

Calbaum Insurance

Lake Area Insurance Agency LLC

Sandy Seifert Agency

Princeton, WI

Oconomowoc, WI

Arpin, WI

Central Wisconsin Ins Agency, Inc

Lor Insurance Services

Scott Cook Insurance Agency

Loyal, WI

Milwaukee, WI

Kenosha, WI

Charles Gochenaur Agency

Main Street Insurance Agency LLC

Voss Insurance Group, LLC

Richland Center, WI

Ashland, WI

Richfield, WI

Bill Luepke Agency

Michael W. Gordee & Associates

Weiss & Associates Insurance Agency

Milwaukee, WI

Appleton, WI

Cliff Insurance Agency Inc.

Mid-State Insurance & Investment Services

Augusta, WI

Mequon, WI

Oak Creek, WI

Northwoods Insurance Agency

William Brown Insurance Services, Inc.

Crandon, WI

Delafield, WI

Phyllis Clark Agency

Wingroup Insurance, LLC

Clear Lake, WI

Columbus, WI

Preferred Insurance Services, LLC

Wisconsin Insurance Services

Delafield, WI

Madison, WI

Provident Insurance Group

Wisconsin Preferred Insurance Group, LLC

Middleton, WI

Donat Ins Services LLC New Lisbon, WI

Farm Crop Ins Agency Inc Pulaski, WI

Gary Nelson Ins Agency, Inc. Grantsburg, WI

GBG Insurance Agency Milwaukee, WI

George Markopoulos Milwaukee, WI

Harms Insurance Group Sun Prairie, WI

Harolson-Stubinski Ins Agency Rosholt, WI

West Allis, WI

Rauwald Insurance Agency Wauwatosa, WI

Werner Financial Services, LTD

New Berlin, WI

Reilly Ins Services Inc.

COMPANY

Milwaukee, WI

Sentry Insurance

Richgels Schaefer Agency Inc.

Madison, WI

Lancaster, WI

Harris Agency

River City Insurance Agency, Inc

Prairie du Sac, WI

Hometown Community Ins LLC Adams, WI

Insurance Protectors Agency

Mauston, WI

River Falls Insurance Center River Falls, WI

Oxford, WI

Every man dies. Not every man really lives. â&#x20AC;&#x201D; William Wallace

30 APRIL 16

Be their hero.

®

Help clients through the stress of an accident with AAA Accident Assist .

One call brings AAA roadside assistance to their crash site, sets the stage for hassle-free repairs, and reserves a rental car for their immediate use.

And you made it happen.

Contact Heidi Nienow today to learn more.

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hqnienow@AAAwisconsin.com

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APRIL 16 31

Insurance Agents E&O

Claims Examples

• An existing client informed his agent that he wanted to change the named insured on his policy to a corporation that he was in the process of forming. The agent failed to ask the client if he and his wife were retaining personal ownership of the building which housed the business after the change to the corporate entity. The agent also failed to name the client individually on the policy, thereby exposing the client to personal liability outside the exclusive remedy of worker’s compensation for an employee of the new corporation who suffered a premises-related injury.

These failures created an agent E&O exposure when the client incurred liability which would have been covered by the policy had the agent included the individual client as an additional named insured.

• An insured filed a first-party claim for damages suffered due to a break-in at his store. The insured’s carrier denied the claim based on misrepresentation in the application.

The carrier alleged that the insured had not disclosed previous theft losses from the business and filed suit to void the policy ab initio. The insured maintained that he had informed the agent of prior break-ins when he applied and therefore filed a third-party complaint against the agent.

Among other claims, the allegations against the agent included negligent misrepresentation, fraud, breach of implied contract and breach of fiduciary duty. The client also sought punitive damages and a declaration that the policy was valid at the time of the loss and provided coverage for the damages sustained.

roofing. After policy issuance and a number of renewals, an employee of the contractor was injured on the job.

While the employee was covered under the worker’s compensation program, he also filed a claim against the contractor for intentional tort. The contractor alleged that the agent had represented that the insurance coverages would specifically protect him from all potential employee losses and that the policy would provide complete coverage for all employee and customer liability. The agent faced an E&O exposure for his alleged representations to the contractor in the course of policy procurement.

• Agent wrote a Homeowner policy through ABC Fire Insurance Company using cost guides from two other carriers in error. The agent then used room count instead of square footage in premium calculation, ultimately advising the insured that he could not obtain guaranteed replacement cost. Based upon this representation, the insured obtained dwelling coverage, related structures, personal property and loss of use. A subsequent house fire resulted in a total loss. The policyholder hired counsel who specialized in insurance bad faith, fire insurance, property insurance coverage and insurance law to bring claims against the agent due to the agent’s errors.

• An insured filed a first-party claim for damages suffered due to total loss in a house fire. The insured had signed the insurance application on June 26th, but the agent did not forward the application to the carrier until August 5th — the date of loss. The Carrier refused to pay the loss and maintained that if the application had been filed on a timely basis at the time of its execution, it would have been rejected. The insured filed an E&O claim against the agent for failure to procure insurance, seeking damages in the amount of the loss.

• A contractor met with the agent to obtain a policy which covered all liability loss exposures arising out of his operations — primarily carpentry, remodeling and limited

I feel like I'm diagonally parked in a parallel universe. — Unknown

32 APRIL 16

APRIL 16 33

Does This Excuse

Make My But Look Big?

by Tracey C. Jones

One day, during lunch break, a construction worker opened his lunchbox, pulled out two sandwiches, hoisted them aloft, and cried to the heavens in anguish, “Not peanutbutter sandwiches again!”

The next day, he opened his lunchbox, peered inside, and wailed in agony, “Not peanut butter sandwiches again!”

Day after day, the same scene played out: open lunch box, extract contents, “Not peanut-butter sandwiches again!”

Finally, after thirteen days of unchanging lunchtime drama, his coworker said, “Say, mister, if you don’t like peanut-butter sandwiches, why don’t you ask your wife to make you something else?”

“You leave my wife out of this,” he replied. “I MAKE MY OWN LUNCH!” 34

APRIL 16

We all make our own sandwiches and too many of us make sandwiches that we don’t like to eat. Negative elements often take root in our lives because we allow ourselves to get caught up in an endless cycle of excuses instead of taking action. Here are a few ways to take control of what’s in your lunchbox.

Prune the word but from your vocabulary: It’s just as important to weed your mind as it is your physical surroundings, and the most powerful and effective way to accomplish this is to prune the word but from your vocabulary. Excuses are mental weeds that strangle any chance of new growth regardless of how many seeds you plant. Excuses are virulent vines that strangle everything in their vicinity. Excusatory words can be just as venomous as accusatory ones. Steer clear of both. They are two strains of the same weed.

When you expunge but from your vocabulary an amazing thing happens: where you used to see unfairness and lost chances you will find fortune and opportunity. What you say and what you think affects your circumstances in a very real way. Changing what comes out of your mouth—and what you say to yourself in your head—can give you a whole new outlook. You can create a life of possibility and potential by avoiding a simple three-letter word.

Don’t be an excuse enabler: Excuses come in two categories.

The first derives from things we will not do despite the direct negative impact of inaction, such as developing a healthier lifestyle or pursuing a more fulfilling career. These buts are insidious and pervasive when you just don’t care enough about yourself to take action. If you want it bad enough you’ll find a way; if you don’t you’ll find an excuse. The second category derives from things we will not stop doing. It could be an addiction, or allowing negative people to stay in your life.

This but thrives on the guilt-and-fear excuse and an enabling personality. As much as we like to blame others, the fact is that you are the master of what goes on in your own head.

That’s right, YOU. It’s that simple, and it’s that difficult.

im

Insurance Marketing Partners

InsuranceMarketingPartners.com

There is nothing positive or productive to be gained by making excuses or by repeating them. Repetition gives them credibility and allows them to continue to drain you and others.

Let’s face it; life is tough, even for the healthiest and wealthiest of us. Making excuses exiles you to a perpetual rut, while choosing to take responsibility for your happiness and your attitude frees to you to move on to bigger and better things.

Learn to recognize cognitive dissonance: Oftentimes the only way to get off your but is when the results become so positive or so painful that you are forced to take action. Psychologists refer to this as the Cognitive Dissonance Theory: either something brings you so much joy or causes you so much pain and sorrow that you have no choice but to change your behavior. If you keep repeating the same excuses rather than taking action then you aren’t at this point yet. It’s that simple.

Benjamin Franklin said, “He that is good for making excuses is seldom good for anything else.” And you definitely don’t want Excuse Master on your headstone.

The endless cycle of repeating excuses could be described, in the words of Alan Watts, as “all retch and no vomit.” How grossly appropriate! When we allow ourselves to associate with thankless, negative, or even unethical people we become poisoned by them. It’s not their fault; it’s ours. When we lack the discipline or self-esteem to break a negative habit, instead clinging to our big buts, we poison ourselves. Better to be silent than to regurgitate the same old thing over and over.

Albert Einstein defined insanity as “doing the same thing over and over again and expecting different results.” This includes making excuses. For things to change, first you must change, so eliminate the three letter “b” word from your vocabulary because a big but doesn’t look good on anybody.

Tracey C. Jones is a US Air Force veteran, entrepreneur, speaker, and publisher. She speaks to audiences across the nation on leadership, accountability, business success, and other topics. Her latest book is “Beyond Tremendous: Raising the Bar on Life.” To learn more visit www.TremendousTracey.com.

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 APRIL 16 35

The Big Job is Keeping

Customers Happy

by John Graham

Ask salespeople what customers want from them and you’re likely to hear such words as friendly, positive, responsive, and problem-solver. Whatever else they may be, these are “the comfort words of sales.” It’s how salespeople picture themselves.

Ask customers what they want in a salesperson and the words they use may be quite different. What they are looking for is integrity, responsiveness, initiative, knowledge, and guts.

This suggests that it’s in a salesperson’s best interest to align their performance with customer expectations. It’s not only the way to keep them happy; it’s the best way to keep them as customers. Here’s how to go about it: Ask salespeople what customers want from them and you’re likely to hear such words as friendly, positive, responsive, and problem-solver. Whatever else they may be, these are “the comfort words of sales.” It’s how salespeople picture themselves.

Ask customers what they want in a salesperson and the words they use may be quite different. What they are looking for is integrity, responsiveness, initiative, knowledge, and guts.

This suggests that it’s in a salesperson’s best interest to align their performance with customer expectations. It’s not only the way to keep them happy; it’s the best way to keep them as customers. Here’s how to go about it:

1.

Always take ownership of problems and complaints. Passing off the blame to someone else always backfires. It sends the message to others that you’re not a stand up person, someone they can count on.

2.

Never use phony-phrases — like “I’m going to be in your area,” “We have a lot to offer your company,” “I know you’re busy,” or the other clichés. They’re a turn off and peg you as a second-rate salesperson.

3.

Always respond to your messages. Whether email, VM, text, or a letter, respond to it. Think how you feel when your messages are ignored. If you’re not interested or want to be taken off the list, say so. It’s not only polite, but it’s also good networking, a way to influence how others think of you and your company.

4.

Never be late. Being late isn’t funny or fashionable, and rarely excusable, whether it’s late for a meeting, completing a project, meeting deadlines, answering email or anything else. At its core, it’s disrespectful and says the rules don’t apply to you. Being on time, sends the opposite message.

36 APRIL 16

5.

Always say “Thank You.” Those two words send the message that you recognize how others help and assist you in both little and big things, and you don’t take anything for granted.

6.

Never make excuses. Face it. No one believes an excuse.

In the least, they create doubt and at worst, they’re perceived as lies. A trail of excuses expresses a lack of commitment, a failure to take responsibility, and announces that you’re someone others can’t count on.

7.

Always focus messages on the recipient. It may seem obvious, but too many emails, memos, reports, resumes, letters, presentations, and other communications are “all about me,” instead of “all about them.” Is it any wonder they’re ignored?

8.

Never play the friend card. Some salespeople make an effort to create a “friend” relationship with customers, one that’s designed to keep competitors away. Ironically, this changes the focus from serving the customer to putting their energy into continuing the relationship, a strategy that’s sure to backfire.

9.

Always be alert for ways to help customers. It’s only natural to think that we’re helping our customers. It makes us feel good to believe we’re doing something worthwhile.

But more often than not, our actions tell quite a different story: our major interest is in helping ourselves. Helping customers is quite different.

10. Never make promises you can’t keep. There’s nothing worse

than making a promise and then not keeping it. We all know people who eagerly agree to do something, while others rolls their eyes, knowing they will never follow through. Not keeping your word can be disastrous and it can haunt your career. It’s easy to say, “I’ll take care of that.” But be sure before you promise.

11. Always prepare. May sound obvious, but marketers and

is well. Bottom line: expectations are changing so fast, you

salespeople skip this step and wing it. Whether in person or in writing, they use generalities and relate irrelevant war stories. Nothing specific, just lots of fluff. It shows and everyone knows that they weren’t ready. Kiss off another one and dig out the excuses.

need to be finding new ways to keep customers happy.

15. Always be candid. The sales manager wanted to look good so he told his customers that he had gone to his boss

to get the price down so he could keep their business.

Unfortunately, customers have heard such stories many

12. Never fake or exaggerate experience, qualifications or abilities.

times. A transparent approach would be more credible:

Be assured that at some point when we least expect it, it will catch up with us. We all have limitations; admitting them says we know our weaknesses as well as our strengths. And that enhances our credibility.

“We know you’re looking at our competitors and we know their programs. Because we want you to stay with us, we’re cutting the initial cost to $xxx.” Customers know when you’re transparent and when you’re blowing

13. Always satisfy the unhappy customer. Here’s the formula

to do it: 1. Take time to understand the problem. Then, repeat it back to the customer. 2.Take ownership. “I’m your advocate.” Don’t pass it off to someone else. 3.

Present the solution to the customer: “Is this satisfactory?”

If not, seek a better solution. 4. Follow up with the customer to verify satisfaction.

14. Never let up. The biggest danger in customer care is

smoke.

The challenge of keeping customers happy may be the single most pressing task in business today. Unhappy customers don’t just leave, they’re vengeful, spreading their displeasure in every direction. It takes all the skill, energy, and smarts we can muster to meet that challenge. But it can be done.

John Graham of GrahamComm is a marketing and sales strategist-

assuming that everything is OK, particularly with those you never hear from. They’re flying under your radar and before you know it, they’ve flown away. Never assume all

consultant and business writer. He publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com.

Wisconsin STRONG For 85 years 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 or Mike Ottman at 262.432.3418; Ottman.Michael@PartnersMutual.com

APRIL 16 37 PMIC_3-625x5_PIA_FINAL.indd 1

1/27/2016 12:34:59 PM

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC.

OFFICERS

DIRECTORS

Mr. Rick Clements, LUTCF, MDRT President Clements Ins. Agency, Inc. 317 N. 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337 rick@clementsagency.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

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

Mr. Brian MacGillis, CPIA Vice 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. 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. 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

Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220 Phone 920-370-4283 Fax 920-682-7799 Sandy.Hardrath@Ansay.com

Mr. 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

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

Ms. LouAnn Herriges, CIC, CISR Anderson's Insurance Associates 17500 W. Liberty Lane New Berlin, WI 53151 Phone 262-789-8500 Fax 262-754-6038 louannh@iaanetwork.com

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

12

CPIA 1 POSITION FOR SUCCESS Waukesha (7 WI CE)

13

CISR COMMERCIAL CASUALTY 1 Waukesha (7 WI CE)

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

HOT TOPIC/WILLIAM T HOLD Rothschild (7 WI CE, 3 are Ethics)

18

CISR COMMERCIAL CASUALTY 2 Eau Claire (7 WI CE)

19-21

CIC COMMERCIAL CASUALTY Eau Claire (20 WI CE)

16

CISR LIFE & HEALTH ESSENTIALS Waukesha (7 WI CE)

17-18

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

19

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

14-16

CIC PERSONAL LINES Appleton (20 WI CE)

16

CPIA 3 SUSTAIN SUCCESS Appleton (7 WI CE)

22, 23

cisr personal lines miscellaneous Rothschild, Tomah (7 WI CE)

19-21

CIC COMMERCIAL CASUALTY West Bend (20 WI CE)

3

YPC GOLF OUTING Green Bay

June 2016

July 2016

August 2016

May 2016

14

September 2016

Coming Events

April 2016

38 APRIL 16

Mr. Sean M. Paterson, CIC Allied Insurance Centers, Inc. 12750 W. North Ave. Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@alliedinsurancecenters.com

STAFF

3-5

PIAW Annual Convention Green Bay

16

CISR COMMERCIAL CASUALTY Waukesha (7 WI CE)

25-26

RUBLE LEGAL CONCEPTS to be determined (16 WI CE)

14-15

CISR PERSONAL AUTO Rothschild, Madison (7 WI CE)

20

CISR PERSONAL RESIDENTIAL Waukesha (7 WI CE)

21-23

CIC COMMERCIAL PROPERTY Milwaukee (20 WI CE)

FULL

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 Wisconsin — 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 ®.

BECKIE JANUSZEWSKI, AIC Claims Supervisor EMC Milwaukee Branch

LOCAL SERVICE FOR YOU

AND YOUR CLIENTS. MILWAUKEE BRANCH OFFICE Phone: 855-495-1800 | Home Office: Des Moines, IA

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

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Licensed Owner

o

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Magazine

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Agency Information: Agency Type:o Sole Owner

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Top 3 P&C Companies (list in order)

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Other Association affiliated with_____________________________

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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.

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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.