PIAW August 2015 Wisconsin Professional Agent

professional agent AUGUST | 2015

What’s Inside?

The Best Bosses................ 14 Workers Comp & E&O...... 18 Close More Sales............... 20 Education Section (see yellow tab pages)..... 22 New CISR's......................... 27 Donate to PIAW's.............. 30 Legislative Conduit Win the Talent Wars......... 32 Commmunicating with...... 34 Clarity

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

PIA is Good for Your Business and for You Thank you for allowing me the opportunity to serve as your President this year. It’s an exciting honor, yet a humbling and challenging experience that I am looking forward to.

I certainly did not expect to be a member of the Board of Directors when I joined the PIAW in 2003. Having been a captive agent for 19 years prior I may be the first President to come from the captive side. I joined PIA for the E & O coverage, but also wanted to find out what else they were about.

The first convention I attended was August 2004. Having been so impressed by the welcoming reception from other PIA members, agents, company reps and the PIA staff I decided to attend a committee ‘kick-off’ meeting. My main objective was to see how the PIA could benefit me and my business.

After learning what each committee was doing I decided to get involved. At that time I did not realize how much benefit there would be by joining a committee. I made friends with peers, got information, ideas and help growing my business while developing a network of like-minded agents.

ing resources and programs.

Agent Services – Provide services and products to benefit members.

Automation – Provide resources to enhance utilizations of automation systems and assist agencies with ongoing processes.

Public Relations – Work to create positive image of professional independent insurance agents to the public and within the industry.

Young Professionals Club (YPC) – Find ways to attract young people to become professionals in our industry and agencies and encourage future leaders.

Convention – Plan and organize conventions that provide networking, socializing, learning and entertaining.

Membership – Finding ways to attract and retain membership and promote the value of the PIAW.

You may be asking “What can joining a committed do for me”.

Legislative – Monitor and report to the membership leg-

Well, how about…

islative issues on the state or national level that are relevant and could have an impact on agents, agencies and the insurance industry.

Getting professional education and designations to add credibility to your agency? Networking with other agents in similar situations as your agency? Learning about new products? New management systems? Receiving help putting together advertising and marketing items? Meeting state a federal legislators to give feedback on subjects you feel important? Helping bring young people into the industry to provide succession of agencies? Assisting with social marketing for your business? Giving back to your industry, peers and PIAW that has supported you in the past?

Here is a list of the committees that are the backbone of our association and their objectives:

Education – determine educational needs and implement-

There is a committee kickoff meeting September 9th, 2015 from 1 to 3 pm at Marriott West, Madison. This is a great time to come, “kick the tires”, and hear what each committee will be doing the coming year and who is attending. Then, if you want you can “take a test drive”, join one, attend their next meeting and see where you go from there. The committee sign up form is on the website at www.piaw.org.

Check out this month’s press release you can take to your local papers, also at www.piaw.org.

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AUGUST 15 3

Memos from

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

Uber's Explosive Growth UBER and the other transportation network companies may have hit a major snag in their business operations. These companies, who contract with drivers who use their own vehicles to haul passengers and are dispatched through the use of mobile “apps”, consider the drivers to be independent contractors. Thus, they do not pay unemployment compensation, workers compensation, health insurance or any other benefits to the drivers.

But the Labor Commission in the State of California has ruled that an Uber driver is an employee. That decision could seriously damage the Uber business model and profitability. Of course, the decision is being appealed by Uber so the decision is far from final but dark clouds now hang over the transportation network companies concept. If all 160,000 Uber drivers nationally are declared to be employees, it will seriously cut into the profits of the company.

But, in case you are concerned about the financial demise of a fledgling entrepreneurial venture….Ubers’ explosive growth in the past few years has resulted in a recent valuation of $50 Billion dollars.

It is my opinion that if the employee vs. independent contractor status was challenged in Wisconsin, the ruling would immediately come down as an “employee”.

IN A RELATED item to the Uber item above, a start-up company is now signing up car owners who will allow Uber drivers to rent their private passenger cars when they are not using them. Uber sets restrictions on the age and type (and sometimes even color) of cars that their drivers must use while ferrying passengers. If you are a driver who does not

Since 1878

own a car that meets the standards, you can rent someone’s private auto, drive it while you are working, and return it when you are done for the day. It is noted that an Uber driver in the city can “take home” about $200 per day and can pay around $40-$50 per day to rent a car. Over 5,000 private owners are reportedly signed up to offer their cars to Uber drivers, primarily in California. Now that is true entrepreneurial ingenuity!

Do you think there will be some serious and convoluted insurance claims resulting from driving for a transportation network company or renting your car to someone else to drive? Hang on, this will be insurance seminar fodder for years.

ON SEPTEMBER 9 , nearly 100 volunteers will meet together for the Annual PIAW Committee Kick-off Meetings. Are you one of those volunteers? If not, why not? No time?

Bullfeathers... most committees meet only two or three times a year. Expense? Bullfeathers…PIA reimburses all out of pocket expenses, including mileage, to attend meetings.

Lack of knowledge? Bullfeathers…committee volunteers are regular folks who have an interest in giving something back to their industry and they feed off each others ideas for the good of the entire membership. It’s a rewarding experience for everyone involved.

If you have not signed up to be on a committee, call the PIA office or go to the website and look at the committee list to select an area of interest. You will be welcomed and you will not regret the effort.

AND REMEMBER …..I don’t eat snails. I prefer fast food.

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AUGUST 15 5

From the

Boardroom Dennis Kuhnke, CIC, CPIA — PIA of Wisconsin's National Director

Legislative Report Being the liaison to the Legislative Committee, I have always been amazed at how many pending bills and actual bills regarding insurance work their way through our Wisconsin legislature. For example this past session PIA has registered with the government accountability board on 18 stand-alone bills. We registered in favor of 11 and were neutral on 7. They vary from tightening of non-compete agreements to what is the proper punishment for failure to carry insurance when an accident is involved to ride sharing UBER/ LYFT issues.

Attorneys Ron Kuehn, Jordan Lamb and Steve Conway from DeWitt Ross & Stevens do an excellent job of keeping your legislative committee informed of anything remotely concerning insurance matters. We have also expanded our interest to include small business issues as most of us are small business owners and/or insure a number of small businesses.

Not only is DeWitt Ross & Stevens active on our behalf, but our own Executive Director Ron Von Haden was invited to address the Wisconsin Compensation Rating Bureau to request increased commissions and a minimum $50 fee per policy for an agent who writes minimum premium WC policies. This is an important issue.

We were fortunate to have our Insurance Commissioner, Ted Nickel, address our legislative committee meeting. He spoke about the wind-down of the local government property fund and the cyber issues facing OCI, as well as our own clients….again keeping us in the loop. Commissioner Nickel

6 AUGUST 15

is well respected in the industry and is now on the National Executive Committee of the NAIC. Nationally PIA has continued to be active in protecting agent compensation that comes under threat in Federal programs as Congress looks to reduce costs. As you know, we are a convenient target.

In 2011 the Department of Health & Human Resources issued regulations requiring health plans to treat agent commissions as part of the total administrative expenses, limited to 15% under ACA. As a result, agent commissions have been reduced by health insurers in the small group and individual markets, leading to an exodus of qualified, licensed agents capable of serving people in ACA plans.

The Access to Independent Health Insurance Advisors Act of 2015 (S.1661) was introduced on June 24th. This legislation is a top priority of PIA; clarifying that producer compensation will NOT be considered as part of the total administrative expenses known as the medical loss ratio (MLR) calculations under the ACA. Flood insurance, crop insurance and financial services are all areas followed closely at National PIA by staffers Jon Gentile and Stephanie Klarer. They keep us informed and lobby vigorously on behalf of PIA members. This is just a small sample of what PIA does for its members. We are ever vigilant on your behalf.

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AUGUST 15 7

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

Kenethra L. Barkus, 8103 Mosstree Dr., Arlington, TX 76001,

Kaila Chack, 6213 Kelly Pl., Schofield, WI 54476, had her

had her application for an insurance license denied for 60 days.

application for an insurance license denied. This action was

This action was taken based on allegations of failing to disclose

taken based on allegations of failing to provide evidence of

administrative actions taken by the states of North Carolina,

prelicensing education and failing to respond promptly to

New York, and Wisconsin on a licensing application.

inquiries from OCI.

Amy K. Bender, 4508 Providence Rd., Apt. 2B, Charlotte, NC

Philip M. Chaltas, 8121 14th Ave. S., Bloomington, MN

28226, agreed to the issuance of a restricted insurance license

55425, had his application for an insurance license denied.

with certain reporting requirements. This action was taken

This action was taken based on allegations of failing to show

based on allegations of having criminal convictions that may

evidence of compliance with a child support order and fail-

be substantially related to insurance marketing type conduct.

ing to respond promptly to inquiries from OCI.

Camille R. Bergstrom, 9002 Sheridan Rd., Lot 202, Kenosha,

Nathan M. Cockerham, 1109 Tower Ave., Superior, WI

WI 53143, agreed to the issuance of a restricted insurance

54880, had his application for an insurance license denied.

license with certain reporting requirements. This action was

This action was taken based on allegations of failing to

taken based on allegations of having a history of delinquent

timely complete the educational requirements and failing to

child support payments.

respond promptly to inquiries from OCI.

Moses M. Brown, also known as Miguel A. Austell, 3042 W.

Tami Dougherty, 25529 Meteor Rd., Wilton, WI 54670, had

Eggert Pl., Milwaukee, WI 53209, had his application for an

her application for an insurance license denied for 31 days.

insurance license denied. This action was taken based on

This action was taken based on allegations of failing to dis-

allegations of failing to disclose criminal convictions on a

close a criminal conviction on a licensing application.

licensing application, having unpaid civil money judgments, and failing to respond promptly to inquiries from OCI.

Gary L. Gibson, 6602 Owens Dr., Ste. 300, Pleasanton, CA 94588, had his application for an insurance license denied.

Scott A. Carr, 6201 Balsam Ct., Long Grove, IL 60047, had his

This action was taken based on allegations of failing to pro-

application for an insurance license denied. This action was

vide evidence of equivalent resident state surplus lines licen-

taken based on allegations of failing to provide evidence of

sure and failing to respond promptly to inquiries from OCI.

a federal crime waiver and failing to respond promptly to inquiries from OCI.

Adam D. Greene, 2920 Emmalane Dr., Green Bay, WI 54311, [continued on page 10]

8 AUGUST 15

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OCI Administrative Actions [continued from page 8] had his application for an insurance license denied. This

tive action taken by the state of Minnesota.

action was taken based on allegations of having criminal convictions that may be substantially related to insurance market-

Emma M. Moreau, 13001 Bass Lake Rd., Minneapolis, MN

ing type conduct and having unpaid court fees.

55442, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose

John P. Hogan, 2634 Sorrento Dr., Philadelphia, PA 19131, agreed to the permanent surrender of his Wisconsin insurance license. This action was taken in lieu of payment of a $500.00 forfeiture for failing to timely report administrative actions taken by the states of Delaware, North Carolina, and New York.

Brigham J. Huff, 4664 Brown Thrush Trl., Cottage Grove, WI 53527, had his application for an insurance license denied.

This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct, having an unpaid civil money judgment, and failing to respond promptly to inquiries from OCI. Angel L. Isbell, 2122 Bordeaux Dr., Carrollton, TX 75007, had

administrative actions taken by the states of California and Virginia.

Joseph J. Mullins, 39 W. McWilliams St., Fond du Lac, WI 54935, agreed to the issuance of a restricted insurance license with certain reporting requirements. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application and having a history of unpaid civil money judgments.

Stephen L. Nims, 39 Ox Yoke Dr., Kensington, CT 06037, had his application for an insurance license denied. This action was taken based on allegations of having administrative

her application for an insurance license denied. This action

actions taken by the states of North Carolina, Washington,

was taken based on allegations of having pending criminal

and Alaska, and being the subject of a pending lawsuit

charges that may be substantially related to insurance market-

involving allegations of fraud, misappropriation or conver-

ing type conduct.

sion of funds, misrepresentation, or breach of fiduciary duty.

Trisa A. Jackson, 14005 95th Ave. NW, Gig Harbor, WA 98329,

Sufyan F. Ottman, 18970 N. Hills Dr., Brookfield, WI 53045,

agreed to the issuance of a restricted insurance license with

was ordered to pay a forfeiture of $500.00, was ordered to

certain reporting requirements. This action was taken based

cease and desist engaging in personal financial transactions

on allegations of having a probationary license in her resident

with insurance customers, and was ordered to accurately dis-

state of Washington.

close all compensation to customers. These actions were taken

Irwin T. Johnson, N4712 Bigelow Rd., Lake Mills, WI 53551, agreed to pay a forfeiture of $500.00, agreed to promptly report any criminal charges, convictions, or administrative actions taken in any jurisdiction, and agreed to the immediate revocation of his insurance license if he is charged with any crime or if he fails to adhere to the terms of the stipulation for a period of two years. These actions were taken based on allegations of failing to timely report criminal charges to OCI. Thomas E. LaChance, 200 N. 165th St., Brookfield, WI 53005, agreed to the revocation of his insurance license, agreed to pay a $5,000.00 forfeiture, and agreed to pay consumer restitution. These actions were taken based on allegations of mak-

based on allegations of personally utilizing a purported insurance premium.

Steve Parks, 512 E. Randolph Rd., Ste. G, Silver Spring, MD 20011, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely report administrative actions taken by the states of New York, Louisiana, Ohio, and Maryland.

Ja Vontae Peet, 2902 Wright Ave., Racine, WI 53405, 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.

ing unsuitable recommendations and misrepresentations in the sales of annuities.

Cheryl L. Wilson, 4460 Airport Rd., Crandon, WI 54520, had her application for an insurance license denied for 31 days.

Robert J. Loonan, 2344 Berg Dr. E., Shakopee, MN 55379, was

This action was taken based on allegations of failing to dis-

ordered to pay a forfeiture of $1,000.00. This action was taken

close an administrative action taken by the state of Wisconsin

based on allegations of failing to timely report an administra-

on a licensing application. [continued on page 12]

10 AUGUST 15

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OCI Administrative Actions [continued from page 10]

Allegations

and

Actions Against Companies

1800MEDIGAP Agency, Inc., 223 McKinney Trl., Rockwall,

and consumers, utilizing the services of unlicensed and non-

TX 75087, agreed to the denial of its licensing application,

appointed producers, and selling insurance products not in

agreed to timely respond in writing to all inquiries from OCI,

compliance with Wisconsin laws.

and agreed to timely report in writing all changes in mailing and contact addresses. These actions were taken based on

Community Insurance Corporation, 22 E. Mifflin St., Ste.

allegations of failing to provide documentation of equivalent

900, Madison, WI 53703, was ordered to pay a forfeiture of

resident state licensure, failing to timely withdraw a licensing application, and failing to respond promptly to inquiries from OCI. Aetna Life Insurance Company, 151 Farmington Ave., ASB1, Hartford, CT 06156, was ordered to pay a forfeiture of $500.00 and was ordered to reply promptly in writing to all inquiries from OCI. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI. Applied Risk Services, Inc., and Continental Indemnity

$5,000.00. This action was taken based on allegations of failing to comply with examination report recommendations related to cancellation notices.

Lovitt & Touche, Inc., P.O. Box 32702, Tucson, AZ 85751, agreed to the issuance of a restricted insurance license having specific reporting requirements. This action was taken based on allegations of having administrative actions taken in Wisconsin and other states and having a history of failing to respond to inquiries from OCI.

Company, 10805 Old Mill Rd., Omaha, NE 68154, agreed to pay a forfeiture of $20,000.00 and agreed to cease and desist

Wisconsin County Mutual Insurance Corporation, 22 E.

marketing, binding, issuing, and renewing certain worker’s

Mifflin St., Ste. 900, Madison, WI 53703, was ordered to pay

compensation policies. These actions were taken based on

a forfeiture of $5,000.00. This action was taken based on alle-

allegations of using advertising not in compliance with

gations of failing to comply with examination report recom-

Wisconsin insurance law, misrepresenting information to OCI

mendations related to cancellation notices.

12 AUGUST 15

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AUGUST 15 13

The Best Bosses Are . . .

What Every Employee Wants from You

as a Leader

by DeEtta Jones

Do you ever feel overwhelmed as a manager? Being overburdened by the responsibility of having to figure out what others want and need of you is a familiar feeling shared among leaders. Fortunately, there is a “best practice” for obtaining just the kind of information needed to increase your leadership effectiveness—ask them what they want.

14 AUGUST 15

The following 10 traits have emerged when front line staff, supervisors and middle managers have been asked to describe the traits they look for in a boss. As you read through their “wish list”, think about the kind of boss you are, you want to be, and what you look for in a good boss.

7. Accessible and Adaptable

Employees want bosses who are:

workplace with unique experiences, needs and cultural lenses

1. Innovative

that will require individualized attention and support, and

Good bosses are able to balance how they give support and direction with the freedom employees need to do their work, acknowledging the level of experience and expertise over his domain. They understand that each employee comes to the

Good bosses have good ideas but their role in innovation is more as facilitator than consummate mastermind. They are not threatened by the talent of their employees, and cultivate a working environment that allows each person's creativity to come forward. They facilitate innovation.

can adapt their own style to ensure effective communication

2. Coaches

with whom they work and who their products and services

Good bosses provide important education and guidance that helps an employee see how her work is contributing to the larger goals of the organization. They help employees build confidence by giving stretch assignments that require demonstration of new skills and right-sized risk, then feedback that allows needed course corrections to be made early enough to avoid a major failure. When employees do fail, good bosses encourage reflection and identification of learning that can be applied to future endeavors.

are meant to touch. They are the first to roll up their sleeves

3. Caring

their side, even when mistakes are made. Champions look for

Good bosses listen to their employees and show an interest in their opinion. They provide opportunities to talk openly, showing interest in their employees’ opinion. They encourage personal and professional growth, sometimes by giving access to resources (like professional development experiences) and sometimes by removing barriers.

4. Strategic

and levels of productivity.

8. Passionate A good boss has a fire their belly about something--particularly the vision, mission of the organization and the people

to contribute, and model the level of motivation and quality required for achievement of organizational goals. They help employees stay connected to their own passion by encouraging the sharing of ideas and then helping to shape them to fit within and be supported by the larger organization.

9. Champions People want to know that the person to whom they report is on opportunities to catch their employees doing a good job, and go out of their way to point it out. They don't take the credit for their employees' work, and they don't throw an employee under the bus--ever. They “influence up" by being a conduit between their employees and higher level decision makers, often helping their employees develop the language and influence strategies needed to take an idea to the top of the organization.

Good bosses can make hard choices and have the finesse needed to get people behind even sometimes unpopular decisions. They are able to secure resources for important initiative worth pursuing. They use analytical frameworks for guiding change, promoting transparent processes and communication. Strategic bosses are decisive (not to be confused with closed-minded or dogmatic). Once a decision has been made, they stick with it and avoid changing directions quickly or sending mixed messages.

10. Fun

5. Visionary

qualities you are modeling. Think about where there is room

Good bosses are also visionary managers, able to clearly see and build a commitment toward a compelling future state.

They articulate a sense of direction, map out the path and shepherd the process.

for growth in your leadership practice—growth that will lead

6. Demonstrate Trustworthiness

Remember, leadership is a journey. Bon voyage!

A good boss is genuine, has integrity, and behaves in a manner consistent with his word and values. Employees trust bosses they know to be intelligent, capable and have a demonstrated track record of acting in their best interest. They give and receive (even invite) feedback, affirmative and constructive. They are fully aware of their scope of power in the organization and in their relationship with employees, how an off-handed comment or unpleasant glance may ruin someone's entire weekend.

Good bosses are willing to laugh and value a work environment that encourages meaningful relationships between colleagues. They inspire us by making the connection from our head to our heart about the importance of our work and our value to the company.

Here’s the leadership next step: reflect on the list and identify

to increased levels of motivation and engagement. Finally, begin today encouraging your employees to share their own needs allowing for timely adjustments.

DeEtta Jones is a leadership strategist, social justice advocate and author. She has more than 20 years of experience working with individual leaders and teams in some of the world’s most prominent universities and corporations. Her multidimensional background and fresh perspective leaves clients feeling heard and empowered to take on some of the major organizational and workforce challenges of our times. For more information or to have DeEtta speak at your next event, please visit http://www.deettajones.com.

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AUGUST 15 17 4/24/15 8:48 AM

Workers Compensation: more of an

E&O Risk than you might think

by Curtis M. Pearsall

If you asked most agents about the errors-and-omissions risk involving workers compensation, it is a good bet the vast majority would say it presents minimal, if any, real E&O claims potential. In reality, with a number of E&O carriers, E&O claims arising from the sales and service of workers compensation is in the top 5, generating upwards of 10% of all E&O claims every year. This is a line of business to which agents should be sensitive.

18 AUGUST 15

In most states, the legal standard of an agent is to provide the coverage the client specifically requests. In the early 1980s, the Massachusetts E&O case Rae vs. Air Speed put a slightly different spin on this. The case, which was eventually appealed to the Massachusetts Supreme Judicial Court, concluded that if the coverage at issue is compulsory, an injured third party can assert a negligence claim against the tortfeasor’s agent.

As a result, it seems incumbent for agents to know the customers they are dealing with (or looking to deal with) and whether there is a workers compensation exposure that must be addressed.

A potential fraud issue There are a variety of factors that go into calculating and determining the appropriate premium with workers compensation. These include job classification codes, experience modifications, payroll, SIC codes, etc. Insurance carriers expect the application to reflect correct information. The determination of these factors (or the intentional misclassification of these factors) has been a central issue for fraud. It is generally believed that when businessowners seek a lower premium through the misrepresentation of the nature or class of the business, employees’ specific duties, or under-reporting payroll, they are committing premium fraud. Agents must be aware of this to avoid becoming an unknowing participant in any fraud scenarios.

Does the subcontractor have workers compensation?

Most agents insure a contractor or two. This class of business poses a number of E&O issues. When an agent writes workers compensation for a contractor, the agent may believe his or her job is done. However, there is significant potential for problems to develop. While the contractor needs workers compensation, it is important the client knows whether any subcontractors he or she hires has workers compensation, too.

It’s probably best to verify this via a certificate.

If an employee of the sub is injured on the job and the sub does not have workers compensation, the contractor that retained the sub could be deemed to be the employer and have to provide workers compensation benefits. This issue also presents auditing concerns because the payroll for the sub could now get factored in the development of the workers compensation audit, resulting in some significant additional premiums.

Clients with current/emerging multi-state exposures It is not uncommon for a business to do business in other states.

Many years ago, providing coverage for employees in these additional states was handled by the Broad Form All State Endorsement. This form no longer in exists and the industry has developed a new method for handling this exposure.

For states in which an employer actively conducts business operations, at the effective or renewal date of the policy the state must be listed in Item 3A of the policy. The remaining

states where the employer may, at some time in the future, conduct business operations must be listed in Item 3C of the policy. If an employer begins operations in a 3C-listed state, the standard policy requires the employer to notify the insurance company as soon as work begins. That state should now be listed in Item 3A. There are a handful of states, called “monopolistic fund states,” that require that workers compensation coverage be purchased from the state fund. Monopolistic fund states typically do not have a provision for providing an “all states” provision.

Agents must communicate this information to their clients and have a means to identify a change in the business operation, such as an expansion of states. This information should also be included on proposals.

Sole proprietor/partnership issues If you have a client acting as a sole proprietor or partnership, oftentimes there have been issues as to whether the sole proprietor or partners are actually covered by their own workers compensation coverage. As the agent, you wrote a workers compensation policy for the business, but are the individual or partners covered by that policy? Unfortunately, the discovery of this matter seems to normally surface at claims time when it is difficult to do much about it.

Agents must know how their state handles this issue. Some states exclude “this class of employees” and they have to “opt in” if they want coverage. Other states include these employees and they have to “opt out.” Typically, such key decisions need to be made at the inception or renewal anniversary of the coverage. Bottom line, for those clients that you insure that operate as a sole proprietor or partnership, do the key executives know if they are covered? Documentation of discussions centering on this issue should be detailed and memorialized back to the client.

When certificates of insurance are completed and the objective is to show evidence of workers compensation coverage, there is a question on the certificate that agents must answer: Any proprietor/partner/executive officer/member excluded? Make sure it is answered correctly because the implications are significant.

Is the policy subject to audit?

There have been situations where the customer buys a workers compensation policy and receives a significant “additional premium” upon audit. The customer brings an E&O action against the agent claiming he or she was unaware of the audit provision. Agents should ensure that proposals/offerings of coverage include statements detailing any audit provisions. All discussions regarding this issue should be well documented.

Workers compensation presents more E&O issues than many agents think. Understand these issues and put procedures in place to avoid any part of E&O litigation.

Curtis M. Pearsall, CPCU, AIAF, CPIA President, Pearsall Associates Inc. and Special Consultant to the Utica National E&O Program AUGUST 15 19

Easier Said Than Done . . .

Closing Sales Means

Making Sense

to Customers

by John Graham

It takes smart, highly competent salespeople to meet the challenges presented by today’s informed and savvy customers.

Even so, there are many in sales who believe that success depends on a friendly smile, a gift for small talk, and a large dose of enthusiasm and optimism. Others might toss in a passion for selling, listening, the ability to close, and coming across as sincere.

Yet, possessing a great attitude and excellent sales skills doesn’t guarantee success. Many salespeople who “do everything right” underperform. With so much focus on personal qualities and skills, the sales process doesn’t get the attention it deserves.

However, it’s the process — the “sales experience” — that makes a huge difference to customers. More and more, it’s the process that engages them in ways that lead to closing sales. Here are elements of a customer-oriented sales process:

1. Play detective. Too many salespeople set themselves up for failure from the start. They try to go from “Good to see you” to “Thanks for the order” with as little interference or distractions as possible. “Keep it simple” is their motto. It sounds good, really good. If only it were so easy.

When a customer asks, “What can you do for us?” too many salespeople instantly launch into a presentation about their company and how it solves problems for its customers. And that’s their mistake. “Right now, I don’t know, but I intend to explore your situation and determine the best way we can help” are the words that make the most sense to customers.

They know that answers come from digging and finding what the customer may have missed or failed to recognize because they’re too close to the situation or are being pulled in other directions.

2. Figure it out. Digging and gathering information is worthless unless it’s analyzed so the problem — the “pain,” if you will — emerges with clarity. Rarely, are “instant insights” accurate or complete, let along correct. It takes struggling to figure how the pieces fit together, and takes time and thought so a proposed solution makes sense to the customer.

It’s exciting when salespeople get their arms around a problem. It can be something like an “ah-ha” experience. There’s a “rush” — an “I was born to sell” feeling.

The tendency is to assume that once the problem is figured out, it’s the time to tell the story to the customer. Since salespeople rely on their verbal skills to carry them through the selling process, they’re eager to share the good news with the customer. But, slow down. We’re not there yet. Something important is missing.

3. Write it down. What’s missing is the answer to the crucial question, “What do I need to do to make the solution compelling to the customer?” And this is where it’s easy to drop the ball. In your mind, you see yourself going across the goal line. And, while enthusiasm is essential, it takes more to close sales.

Today’s customers are skeptics. They’ve learned from experience that many “solutions” are often overly simplistic, miss the mark, or are poorly conceived and fail to deliver on their promises.

And here’s where the dreaded words “write it down” enter the process. Writing is tormenting, frustrating and agonizing.

It’s hard work, which is why it’s easier and more fun to talk than write. Yet, as a professor at the University of Wyoming told his students,“If you can’t write it, you don’t know it.”

These are strong words and easy to ignore, but absolutely correct.

Customers recognize that the right solutions result from proper investigation. And that takes detective work.

It’s the writing that clarifies ideas, hones arguments, exposes weaknesses, spots inconsistencies, and, most of all, makes

20 AUGUST 15

clear what’s missing. It’s only then that you know what you’re talking about, and when you’re sure you will make sense to customers.

4. Win ‘em over. It’s now do-or-die. You’ve done your homework and built a solid case for getting the order. While all this is necessary, you’re still not ready to get in front of the customer to capture the order. To do so now would be like handing the sale to the competition.

In other words, it’s time to “win ‘em over.” It’s when a salesperson puts the power of the process into play. It’s based on investing in the customer — on committing your knowledge, experience, and creativity (and that of a sales team) on uncovering the need and developing the right solution.

All of this focuses on one result: the customer saying, “This makes sense.” The customer sees beyond the proposed solution. It’s your “investment” that’s persuasive, that makes the difference.

Winning is not simply providing all the right information and facts, or impressing a customer with the wonders of your product or service, the importance of your company, or even your impressive track record. It’s a matter of making the right investment that gives salespeople the extra edge.

5. Stick with it. Waiting to hear from a customer about your proposal can be so frustrating that it’s easy to blow the sale. Making the wrong move can put your efforts in jeopardy. Being too aggressive by following up too soon, too often, or asking when a decision will be made will undermine all your good work. It sends the message that underneath your professional demeanor, you’re just one of those salespeople no one wants around.

Being patient is tough and most salespeople have trouble with it. It creates horrible anxiety. Selling is about making something happen. But let the competitors make the wrong move.

Let customers know you’ll wait for their decision and you won’t bug them. Patience shows you’re confident and that you trust the customer.

In selling, cutting corners is best left to the amateurs and those who think they can talk or manipulate their way to success. It takes the entire sales process for consistent positive results.

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.

WE DON’T TAKE A BACKSEAT

TO INNOVATION

WE UNDERSTAND WHAT YOUR CLIENTS NEED AND GO BEYOND THE EXPECTED® TO GIVE IT TO THEM EQUIPMENT BREAKDOWN It’s easy for homeowners to take their heating, cooling, and electricity for granted. And if this equipment breaks down, many insureds assume that they’re already covered with insurance—but that’s not always the case. Should a breakdown happen, we have the coverage your clients need for just pennies a day.

CROSSROADS If you know someone with a less-than-perfect driving record due to serious auto accidents, multiple claims, or motor vehicle violations, we can help keep them in the driver’s seat. A Crossroads auto policy from Pekin Insurance® will give your insureds reliable coverage at a reasonable price and get them back on the road driving worry-free.

WATER & SEWER LINE BREAKAGE/ WATER BACK-UP OF SEWERS & DRAINS Should the unexpected happen, we will cover costs associated with leaks or breaks to water and sewer lines caused by normal wear and usage or water back-up through sewers or drains—valuable coverage at an affordable price.

Our pets are just like family. Offering companionship, unconditional love, and loyalty. Pet Insurance can easily be added to any homeowners policy so your policyholders won’t have to worry about their pet’s health again. Protect your clients’ four-legged friends, both cats and dogs, against accidental injury and illness at an affordable cost.

PET INSURANCE

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AUTO • HOME • BUSINESS • LIFE • HEALTH

WWW.PEKININSURANCE.COM AUGUST 15 21

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

AGENCY MANAGEMENT

PERSONAL LINES

September 23-25, 2015 Hilton Garden Inn Milwaukee Park Place – Milwaukee, WI 414-359-9823 $98 room rate through 8/21/15.

Approved for Utica E&O Premium discount!

December 8-10, 2015 Marriott Madison West – Milwaukee, WI 888-745-2032 or online at piaw.org: Group Code PATPATA $119 single rate through 11/7 includes in room wireless internet.

• THE AGENCY AS AN ORGANIZATION John Dismukes Jr., CIC, CPCU, AAI, AIS

• PERSONAL RESIDENTIAL COVERAGES Mary LaPorte, CIC, CPCU, LIC, CPIA

• managing & sustaining financial strength • human resources Emily Huling, CIC

• agency productivity & effectiveness • LEGAL & ETHICAL RESPONSIBILITIES Lisa Burnside, CIC, CPCU

• PERSONAL AUTOMOBILE COVERAGES • personal umbrella/excess coverages Jerry Kennedy, CIC

• RENTAL CAR COVERAGE Russell Deaton, CIC • CONDOMINIUMS John Dismukes, CIC, CPCU, AAI, AIS

WI CE Course # 69165 Includes 4 WI Ethics Credits!

Day One: 8:00 – 5:15

WI CE Course # 69169

Day Two: 8:00 – 5:00

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

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

Utica

Gives You the Credit You Deserve!

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

• PIAW 2015 Agency Internet Boot Camp • 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

22 AUGUST 15

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

Open to Anyone & Everyone ! www.piaw.org

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

• • •

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

There is

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

AUGUST 15 23

education

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

education

PEOPLE WHO EARNED THIS ALSO EARNED MORE

30,900 MORE OF THESE

PER YEAR.

If you’re looking to jump start a new career or make more with the one you are in, education is your best investment. Now, more than ever, it is important to invest in your greatest assets—yourself and your people. According to The National Alliance Producer Profile, commercial lines producers with the Certified Insurance Counselor (CIC) designation earn 30% more than those without the designation. To learn more about the CIC Program, call or visit us on the web.

The most successful training programs for insurance professionals

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

Attention CICs!

Exciting update options; they fill up quickly.

CIC Ruble Seminars October 14 & 15 | Graduate| Radisson ­­– Green Bay, WI January 20 & 21 | Graduate | Crowne Plaza – Milwaukee, WI 16 WI CE (Includes 4 optional Ethics)

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

On-Line Insurance Pre-licensing Education

www.piaw.org

Exam FX

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training 24

AUGUST 15

7 Hours of WI CE Credit Each

All Programs Open to Anyone - Exam Not Required for CE!

It’s Easy to Register – Online, Fax, Phone, Mail

www.piaw.org

1-800-261-7429

PIA of Wisconsin, Inc. 6401 Odana Rd. Madison, WI 53719

1-608-274-8195

Registration Form

2016 CISR, Dynamics of Service Hot Topic/William T. Hold All are approved CISR update options.

Visit www.piaw.org for the CISR designation and CISR Elite process.

(E) Ethics (U) Utica Approved E&O Premium Discount CISR ELEMENTS OF RISK MANAGEMENT – Patti Gardner, CIC, CRM, CPCU February 17 Waukesha February 18 Madison

Registration Form

Course Title & Date: Full Name o Mr. o Ms. First Name Preference Designations

CISR COMMERCIAL CASUALTY 1 – John Dismukes, CIC, CPCU, AAI, AIS March 8 Green Bay

Agency/Company

CISR COMMERCIAL CASUALTY 1 – Patti Gardner, CIC, CRM, CPCU March 16 Madison

Address

CISR COMMERCIAL CASUALTY 1 – Sam Bennett, CIC, AFIS, CRIS, CPIA April 13 Waukesha

City ________________________State _____Zip

(E 3, U) WILLIAM T. HOLD SEMINAR – Sam Bennett, CIC, AFIS, CRIS, CPIA Topics To Be Determined, Includes 3 Hours of Ethics April 14 Rothschild

Phone (____) ____________Cell or After Hours (____) Email

CISR COMMERCIAL CASUALTY 2 – John Dismukes, CIC, CPCU, AAI, AIS April 18 Eau Claire CISR LIFE & HEALTH ESSENTIALS – Jerry Rhinehart, CIC, CLU, ChFC, RHU May 16 Waukesha (E 1, U) CISR AGENCY OPERATIONS – Angelynn Heavener, CIC, CPIA May 19 Madison CISR PERSONAL LINES MISCELLANEOUS – Todd Davis, CIC June 22 Rothschild June 23 Tomah

Method of Payment $170 per course includes lunch, limited break items and comprehensive notebook.

Check Payable to PIAW Enclosed o Charge to: o MC

o VISA

o AMEX

o DIS

Card Number___________________________________________

CISR COMMERCIAL PROPERTY – Gloria Thompson, CIC August 16 Waukesha

Expiration Date _________________________________________

CISR PERSONAL AUTO – Denise Semrow, CIC, CISR, AIS September 14 Rothschild September 15 Madison

Confirmation with details will be emailed upon receipt.

CISR PERSONAL RESIDENTIAL – John Dismukes, CIC,CPCU,AAI,AIS September 20 Waukesha CISR ELEMENTS OF RISK MANAGEMENT – Patti Gardner, CIC, CRM, CPCU October 27 Green Bay (U) DYNAMICS OF SERVICE – Denise Semrow, CIC, CISR, AIS November 16 Waukesha

Cancellations received in our office 10 days before the course are fully refunded; after that a $35 fee will be charged, whether you credit the balance to a future course or not. All cancellations must be in writing; email to bprestbroten@piaw.org or fax to 608-274-8195. Phone calls are accepted as the initial notice. No refunds unless the PIA is notified 24 hrs prior to course.

In accordance with Title III of the Americans with Disabilities Act, we invite all registrants to advise us of any disability and any requests for accommodation to that disability. Please submit your request as far as possible in advance of the program you wish to attend.

CISR COMMERCIAL CASUALTY 2 – Todd Davis, CIC December 6 Madison December 7 Green Bay

CISR 8:00 – 3:45 CISR Optional Exam 4:15 – 5:15

William T. Hold, Dynamics of Service 8:00 – 4:00

education

Professional Insurance Agents of Wisconsin, Inc.

For additional PIAW education visit www.piaw.org AUGUST 15 25

education

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69367

INSURING PERSONAL AUTO EXPOSURES

After taking this course, attendees will be able to assist clients in identifyiing their exposures and more effectively advise them in the processes of analyzing, obtaining, and modifying their personal automobile policies.

• • • • • •

Introduction to the Personal Auto Policy Liability Coverages Medical Payments/Personal Injury Protection Uninsured/Underinsured Motorists Coverage Coverage for Damage to Your Auto Coverage for a Rented Vehicle

aug 18 • green Bay aug 19 • brookfield

CLASS SCHEDULE Instruction Group Lunch

Course Instructor

Optional Exam

Denise Semrow CIC, CISR, ASI SECURA Insurance

$170 Per Course

8:00 a.m. – 3:45 p.m.

Includes Lunch

12:00 p.m. – 12:45 p.m.

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 #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 Instruction

Course Instructor

JoAnn Dickinson CPA, CIC, LUTCF San Antonio, TX

26 AUGUST 15

Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m.

OCT 13 • MADISON OCT 14 • GREEN BAY

$170 Per Course Includes Lunch

4:15 p.m. – 5:15 p.m.

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

education

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.

Lindsey Jo Bries, CISR

Alec Johnson, CISR

Robin Van Grinsven, CISR, AIC

Scott Umland Insurance Services, LLC New Holstein, WI

Hausmann-Johnson Insurance Inc. Madison, WI

Willis of Wisconsin, Inc. Appleton, WI

Sara Endres, CISR

Lorna Kandler, CISR

Kerri Watry, CISR

Rural Mutual Insurance Madison, WI

American Adv. - Petersen & Assoc Inc. SECURA Insurance Companies New Berlin, WI Appleton, WI

Jessica Fischer, CISR

Jacob Keyes, CISR

Integrity Insurance Appleton, WI

Hausmann-Johnson Insurance Inc. Madison, WI

Sara Grade, CISR

Brian Saari, CISR

Rural Mutual Insurance Madison, WI

Parker Stevens Agency, LLC Stevens Point, WI

Laura Hintz, CISR

Jonathan Templin, CISR

American Adv. - Petersen & Assoc Inc. New Berlin, WI

Hausmann-Johnson Insurance Inc. Madison, WI

Stephanie Wenz, CISR HNI Risk Services, LLC New Berlin, WI

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.

John Dismukes CIC, CPCU, AAI, AIS

SEPTEMBER 22

Radisson – Brookfield

8:00 – 4:00 p.m.

"Things I Wish I Knew 40 Years Ago" Personal & Commercial Lines, Ethics 7 WI CE, 3 of 7 Ethics – New Course #s $170 Includes Lunch Register at www.piaw.org or call 800-261-7429

AUGUST 15 27

education

Each approved 3 WI CECE Credits.

Each Approved forfor 2* or 3 WI Credits.Live.

Live.No NoTest.

Test. No No proctor.

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

•

What We Learned: Claim & Coverage Issues from Catastrophes

•

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!

28 AUGUST 15

Agency Internet Boot Camp

Steve is the leading authority on insurance technology, productivity & profitability.

with Steve Anderson, CIC

October 13, 2015 Radisson – Green Bay, WI 8:30 – 4:00 (45 minute lunch, on your own) • Approved for 6 WI CE Credits #71537 & Utica Discount • CPIA Update Option This Seminar will provide a hands-on opportunity for participants to learn various applications that will successfully extend the physical insurance office to a new online office environment.

Students will explore solutions that allow prospects and customers to access the same, and more, services in a 24/7/365 online environment as they currently enjoy when visiting a physical office or calling on the phone. Of vital importance will be the errors and omissions loss prevention considerations necessary, and privacy/security concerns.

PIAW Member $155.00 Non Member $190.00 Register online at www.piaw.org or call 1-800-261-7429

Certified Risk Manager The CRM designation demonstrates you are knowedgeable in all areas of managing risks, hazards, and exposures.

20 WI CE. Principles of Risk

Management

August 26-29, 2015 Hilton Garden Inn Milwaukee Park Place

For more information on the five parts of CRM and to register visit the Education tab at piaw.org

AUGUST 15 29

education

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

Competitive

In today’s crowded marketplace, Sheboygan Falls remains highly competitive in price and product offering.

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.”

Help Build Your Family’s Financial Future With

PIA Trust Insurance Plans INSURANCE PLANS DESIGNED WITH LOCAL AGENTS IN MIND As a PIA Member* serving Main Street America, you and your employees have access to a variety of highquality, competitively priced insurance plans.

Plans available include: > Basic Term Life** > Voluntary Term Life > Dependent Term Life > Hospital Indemnity > Long Term Disability > Short Term Disability > Business Overhead Expense > Accidental Death & Dismemberment

PIA SERVICES GROUP INSURANCE FUND

*PIA National membership, when required, must be current at all times. **Only available if 100% employer paid and if the employer and 100% of the employees enroll.

No medical underwriting necessary up to guaranteed issue limits.

For additional information about PIA Trust Insurance Plans, please contact your local PIA Affiliate or call the Plan Administrator at 1-800-336-4759. Additional information is also available on-line at www.piatrust.com.

Policies or provisions may vary or be unavailable in some states. Policies have exclusions or limitations which may affect any benefits payable.

Underwritten by Unimerica Insurance Company, Portland, ME. Administered by Lockton Risk Services.

30 AUGUST 15

Find an Agency Management System Vendor . . .

with help from Since our hugely successful and informational Automation Seminar in May, PIA of Wisconsin has been receiving many inquiries regarding the PIAW. Agency Management System vendors. As a service to our members, we have developed a special section on our web site to list the name, contact information and short description of vendors that agencies can contact for questions and inquires.

Please visit our website to view the list, www.piaw.org.

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.

AUGUST 15 31

Winning the

Talent Wars If you haven’t heard the term “Talent Wars” yet, you have now. They are heating up, and most small businesses aren’t very well equipped to compete in them.

by John F. Dini

“Talent Wars” refers to a growing shortage in the U.S. labor market for properly trained and educated employees. Starting prior to the Great Recession, there has been a mismatch between people seeking jobs and those who hire them.

years you will find yourself reconsidering fixed ideas about

Statistics show that employers are currently advertising to fill 51 million open positions, an all-time record. Many business owners complain bitterly about the lack of talent in the hiring pool—especially in sales, technical jobs and trades.

There are several factors causing this disconnect between employers and prospective employees. You should be aware of them if you intend to compete in the Talent Wars.

speed in far less time, and still be a productive member of

The first factor is the shrinking number of people in the prime age group for experienced employees. Those reaching their 65th birthday outnumber the folks hitting their 45th birthday by 4,000 people a day. This overlap of the post-WWII Baby Boom with the baby bust of the late 60’s and 70’s can’t be changed; and it will continue for the next ten years.

provide some guidance. How long did it take the applicant to

One strategy to counter the middle-experience gap is to look further up and down the age bracket. Over the next few

a goal oriented person. Both, however, require more investiga-

32 AUGUST 15

what is an ideal age for these positions. Boomers are generally healthier than preceding generations, and many plan to work much longer. A “new” hire in her late 50s can be up to the team for ten or fifteen years.

The second major issue with finding qualified people is training. Our higher education system today is driven more by low-interest government guaranteed loans and far less by the value of a degree. Employers can no longer look at a college education as de facto evidence of qualifications, but it can still graduate? (Less than 50% make it in 4 years.) What courses did he or she take? Hopefully they were something more substantial than “Bruce Springsteen’s Theology,” (an actual forcredit course at a major university.) A well-rounded liberal arts education still has value, and timely completion still indicates tion that merely checking the sheepskin.

Finally, business owners have to face increasing competition from Corporate America for talent. After years of downsizing, outsourcing and technology upgrades to replace people, large organizations are now filling the slots left by the wave of retiring Boomers. According to a poll of 587 corporate executives in a study titled “Talent Wars – The Struggle for Tomorrow’s Workforce” published in The Economist, the top five concerns were: 1. Aging population 2. Shift of personal values (e.g. stronger focus on work/life balance) 3. Lack of investment by organizations in training and developing employees 4. Increasing gaps between what universities provide and what industries need 5. Low or declining standards of education The issues they identified aren’t surprising. What the owners of small and mid-sized businesses need to realize, however, is that this study was done eight years ago. In that time corporations have already reacted. Job offerings for desirable hire now include signing bonuses, guaranteed wage increases and creative benefits packages.

Maintain current technology: Most of us get frustrated if a website doesn’t load in less than five seconds. Don’t make your employees deal with outdated equipment or software. The cost of a second monitor or upgraded workstation is less than most employees’ weekly salaries.

Consider outsourcing: Many smaller companies hire a skilled person, and then “fill in” his or her 40 hour week with lower-level tasks. Is your controller entering invoices? Does your sales manager produce the customer newsletter? The luxury of “We do that ourselves” is impractical when you are overpaying for the function, and you can’t afford to pay for full-time talent if it is really only a part-time job.

Invest in skills: Owners often worry that they are training people to get better jobs elsewhere. Let employees know that you are investing in them as recognition for their ability, and have them sign agreements that forgive training costs over time. Once they are more qualified, adjust wages to reflect their new value. Gratitude is a short-lived motivation for staying in a job.

Pay market rates: Everyone has lost an employee to “an offer we just couldn’t match,” but if it is happening regularly

Smaller employers are finally becoming aware of the crisis, and they simply can’t win this battle on the benefits front.

Wages are a much higher percentage of their expenses, and they typically aren’t deep enough at any position to easily swap bodies when one isn’t available. They have to compete in the Talent Wars with the weapons they have always used against giant competitors: speed, creativity and culture.

you may be out of touch with the wage scale. Remember,

There are tactics available to smaller employers that cost little beyond some time and energy, and may actually reduce your employment expenses.

greener” attitude when they take for granted all the good

Treat employees as real people: Most small companies say things like “We are proud of our family atmosphere.” The culture of your business is still your biggest advantage. Employee satisfaction surveys consistently rate the importance of social interaction in the workplace far higher than wages.

Tailor jobs and benefits to individual employees: Use behavioral tools to show that you are truly concerned about an employee’s job satisfaction. Some companies have a flexible self-improvement benefit; a few hundred dollars annually for each employee to use as he or she chooses for education, hobby lessons or a gym membership. Consider carefully whether it is really a problem if an employee schedules around family needs, like dropping the kids off at school in the morning.

there are 2.5 jobs being advertised for every person who is looking for one. Those with ability don’t have a problem finding work. You may not match the top of the market, but you need to be in the ballpark.

Market internally: Employees can develop a “grass is things that their current employer offers. Make a list of all the tangible and intangible benefits that your company provides, and schedule regular reminders of them for your workers.

The Talent Wars are here, and they will intensify in the years to come. Finding and retaining the right people will depend on your ability to fight back with the inherent advantages of a small business: speed, creativity and culture.

John F. Dini is a coach, consultant, speaker and author of Hunting in a Farmer’s World, Celebrating the Mind of an Entrepreneur (winner of the New York Book Festival’s “Best Business Book”), 11 Things You Absolutely Need to Know About Selling Your Business, and Beating the Boomer Bust. Recognized as one of the nation’s leading experts on business ownership, John has delivered over 10,000 hours of face-to-face, personal advice to entrepreneurs. For more information on John F. Dini, please visit www.johnfdini.com.

AUGUST 15 33

4 Secrets to

Communicating

by Mark Vickers, Speaking Is Selling

with Clarity

After learning to create and present a clear and succinct value proposition, Gerry, the owner of a small company, was overheard lamenting: “I had no idea how important it was to get rid of all those extra words and slow down. How many sales have I lost over the last 5 years because my prospects didn’t understand my message?”

Gerry’s response is typical when business owners and executives realize they have been overwhelming people with information but under-messaging them. From the showroom to the boardroom, your ability to deliver a message with clarity will have a dramatic impact on your success. What is the cost of un-clear communication within your organization?

When it comes to your spoken communications, planning and preparation allows you to deliver your message more effectively, increasing the likelihood others will respond as desired. As you consider your approach to any conversation or presentation, consider the four keys to developing clarity: • Substance • Simplicity • Structure • Speed

Substance When you are communicating with others, you have a message to share and a desired outcome of the conversation.

When you focus on the substance, you start taking an intentional look at your message to identify the key message and essential elements. By devoting time to developing your message you increase your probability of success.

Ask yourself: • What is the single most important message I want them to hear?

• What are the most important details I need to share?

34 AUGUST 15

• What do I want them to remember?

• What action do I want them to take?

• What can I say or ask that will help them take action?

• What story could I share to illustrate benefits?

These questions will help you identify the most important substance of your presentation and form a strategic outline.

During your contemplation of substance you will invariably encounter a degree of “Ego Impact.” While you would like to believe that people care about everything you have to say… they don’t. As part of your message development process, continually ask “Who cares?”

When you consider what you are presenting from the perspective of your audience, you can honestly assess whether or not they care about certain statements or points. By removing elements that your listener doesn’t care about, you will begin to create truly powerful and impactful messages using fewer words than you imagined possible.

Simplicity Having identified your core substance, ask yourself: “How can I deliver this in the most simplistic manner possible?”

Keep in mind that when you are presenting to others, they are: • Listening to you • Processing the information • Thinking about the information and what it means to them • Watching you

• Distracted by their surroundings

any form of presentation it is important to use vocal vari-

• Feeling their cell phone vibrating

ety (tone, volume, and speed) to help keep your audience

• Thinking about other things they need to do Given the level of thought and distraction occurring within the mind of your listener, the more straightforward your message, the higher the probability your message will stick with them.

As you develop your message, consider: • Using simple terminology, avoiding buzz words and jargon • Using shorter, more concise sentences • Using a short story to illustrate a point Keep in mind that the intent of simplicity is not to talk down to people but to present a message that is easy to understand, interpret, and act on.

During your process of simplifying your message, don’t be surprised if your Ego kicks in again. Part of your mind will try to convince you that those fancy, complicated words and long sentences with multiple commas and semi-colons make you sound more impressive.

Remind yourself that “less words = more message”.

Structure Once you are clear on your key message and wording, developing the structure of your discussion or presentation will help you avoid missteps. Some of the key areas that require attention are: • Rapport building

engaged and to create emphasis on critical points.

Sami, a computer consultant and project manager believed that she was a dynamic presenter but could not understand why the members of her project team did not respond the way she expected.

After listening to a recording of herself presenting in a meeting she was embarrassed and explained: “I sound so boring!

I don’t even sound like I care about the project. All I do is move step by step through all of the points I wanted to cover in the meeting.” What Sami realized is that what she thought she was presenting, and what others were hearing were two very different things.

There are a few steps that will help you be more intentional about using speed to create greater impact: • Record yourself speaking normally to determine your baseline speed, tone, and volume • Highlight points that you are excited about and practice saying those at a faster rate and slightly higher tone of voice to convey excitement • Highlight important points, and practice slowing down and lowering your tone to convey importance • Practice using pauses to allow your listener to connect to your points, and think about their impact.

Initially, the changes to your speaking patterns will feel awk-

• Opening

ward and uncomfortable. Continue practicing and recording

• Information gathering

your presentation. As you listen to the recording consider the

• Information sharing • Story structure and placement • Closing/call to action As you become more strategic about the structure of your presentations, you will develop a library of common openings, stories, and calls to action that you will be comfortable using in a variety of situations.

In the early stages of becoming more intentional about the structure of your presentations, you may have concerns that you will become bored with structured presentations. When this occurs, remind yourself that your presentation is not about you or for your entertainment and enjoyment; it is about the people you are talking to, their needs, and helping them move forward.

power of the message your audience will hear. You will begin to realize that the improved vocal variety is improving your message.

Effective communication is an intentional and practiced process. Through your increased focus on Substance, Simplicity, Structure, and Speed, your presentations to your customers or audience will become more consistent, powerful, and most importantly, more effective.

Mark A. Vickers is a Certified Professional Coach, a Gitomer Certified Advisor, and Certified World Class Speaking Coach.

Mark is a communications consultant focused on helping you and your organization achieve Excellence through improved communication and speaking skills. He is known for creating and delivering

Speed

specialized and innovative programs to help his clients. For more

You have prepared and practiced your presentation and now it’s time to talk to a customer or present to a group. During

information about Mark and his workshops, consulting, certification programs, please visit: http://speakingisselling.com/ AUGUST 15 35

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AUGUST 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

38 AUGUST 15

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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. 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. 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, CRM 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

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

Ms. 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

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

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

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