February 2016 Wisconsin Professional Agent by Professional Insurance Agents of Wisconsin

professional agent february | 2016

Whatâ&#x20AC;&#x2122;s Inside? Agency Valuation............... 10 What Success.................... 12 Looks Like Customer Service.............. 16 That Sells Education Section.............. 18 (see yellow tab pages) New CICs & CISRs............. 25 The Silent Selling Tool...... 26 Definition of a Good........... 30 Producer Sales Culture &.................. 34 Customer Service

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

A large ice formation at the Wisconsin Ice Caves.

West Bend knows Preferred Risk Types: – Manufacturers of small stamped, rolled, turned, pressed, cut, machined, or soldered/welded products or component parts that are made from material other than wood – Manufacturers that generally produce items that are simple in nature and physically small

Light Manufacturing.

At West Bend, we’re proud of our broad base of knowledge when it comes to commercial risks. Over the years, however, we’ve developed extensive expertise of certain risks and the skills needed to underwrite them. That’s why we’re more competitive in writing these classes. Like light manufacturing. If you have a light manufacturing risk, contact your West Bend underwriter. We look forward to sharing our expertise with you, and providing the best coverages necessary to protect your valued customers.

From the

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

Why PIA is the Premier Education Association Education about our Education Without education we would not have careers in the insurance field. Like any field, the more knowledge one has the more successful they tend to be. To obtain credibility as a ‘Professional Insurance Agent’ it takes more than basic licensing and CE education. While taking free classes may satisfy CE requirements and provide helpful information, a more extensive education program is the key to being professional and experiencing profitable growth. Along with the education comes the availability to earn designations that enhance an agent’s credibility, reputation and marketability. Your Professional Insurance Agents Association of Wisconsin is one of, if not the best source for becoming a super star in the insurance industry. Let’s look at some of the education programs the PIAW offers and how they measure up.

CIC, Certified Insurance Counselor This program addresses coverages for personal lines, commercial property and casualty, life and health as well as agency management. The CIC program is designed to meet the insurance professional’s need for technical knowledge in all areas of the industry. The program provides an in-depth practical approach for both agency and company practitioners. The program is made up of five, two and one half day institutes followed by a rigorous essay examination. According to the Producer Profile publication, “commercial lines producers with the CIC designation earn 30% more than those without the designation.”

CISR, Certified Insurance Service Representative Program This designation helps empower individuals to provide exceptional customer service. The program provides knowledge of risks and coverages, addresses cross-selling and account rounding, ethics and satisfaction that comes from doing a great job. A report from the last CISR seminar shows a subject rating of 9.38 and speaker rating of 9.72, with 10.00 being the highest score attainable. 100% of participants rated the consultant as valuable, helpful and professional. 98% stated they would attend future programs, 94% said it will improve job performance and 88% said the course will have a positive impact on productivity. Obviously 100% on target.

CRM, Certified Risk Manager This demonstrates knowledge in all areas of managing risks, hazards and exposures. The courses provide an in-

depth knowledge about today’s highest priorities – identifying, analyzing, controlling, financing and administering operational risks – as well as political risks, catastrophic loss exposures, third-party exposures, fiduciary exposures, employee injury exposures, juridical risks, legal risks and more – whether insurable or not. The skills you learn will make you more proactive and valuable to your organization in discovering how risks can interrupt the flow of earnings and how to protect against it.

CPIA, Certified Professional Insurance Agent This designation teaches practical ‘before’, ‘during’ and ‘after’ the sale techniques for insurance producers, sales managers, account managers and company marketing reps. 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! In addition, check out the Dynamics of Service, a one-day course where you will discover what makes superior customer service representatives effective – and what keeps their customers loyal. There is also Hot Topics Seminars on current issues such a cyber liability, ethics, Affordable Care Act and over 15 others. A valuable education feature for our members only is the PIAW Forum, a respectable discussion forum where our members are able to discuss insurance issues, receive expert advice, share experiences related to the start-up, development, growth and operations of an insurance agency. The forum allows the ability to search topics, ask questions and get input from peers.

Check all of these programs by going to www.piaw.org. You can help educate your clients and communities using PIAW’s newest benefit – the bimonthly, customizable press releases sent to all members. Last but certainly not least, hopefully you are attending the 2016 Winter Get-Away February 3-5 in Minocqua. Among the valuable networking you will be learning “How to Create Engaging & Effective On-line Content”, “Seven Ways to get Sued and How to Avoid them” and “Ethics”. Hope to see you there for the fun and entertainment. FEBRUARY 16 3

Memos from

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

Homeowners Policy HO 00 03 05 11 HOMEOWNERS ALERT! Drones, hoverboards and kids electric vehicles were sold by the thousands over the Christmas season. They may be a lot of fun but the joy may stop when someone is injured and a liability claim is submitted. Homeowners policies may exclude liability coverage for these popular vehicles!

Small drones may not be a big issue because most homeowners policies waive the aircraft exclusion for “model or hobby aircraft not used or designed to carry people or cargo.” Of course, the drone must be used for personal, non-commercial use only. A host of other issues arise when a camera equipped drone is used to pry or spy on someone’s personal space.

Hovercraf t can be very problematic. True hovercraft, which “ride” above the ground on a cushion of air, are not widely purchased by the public. However, hoverboards which have two wheels and are powered by electric motors run by batteries have become very popular. The current standard, unendorsed, ISO homeowners policy (HO 00 03 05 11) specifically excludes liability coverage for hovercraft and defines hovercraft as “a self-propelled motorized ground effect vehicle and includes, but is not limited to, flarecraft and air cushion vehicles”. So, a claims manager will have to determine if the exclusion applies to what we currently call hoverboards. But, just when we are moderately sure we can win the semantics battle and argue that hoverboards are not subject to the hovercraft exclusion, we get hit in the nose by the Motor Vehicle exclusion in a homeowners policy. Remember, these vehicles are powered by electric motors, charged by batteries. The HO 00 03 05 11 homeowners policy excludes Motor Vehicle Liability and defines a Motor Vehicle as: ”A self-propelled land or amphibious vehicle”. Even when you add the “exclusion to the exclusion” wording as stated below, coverage does not apply.

Electric cars are a delight for my grandkids to cruise around the driveway and the yard. They are miniature replicas of popular trucks, ATV’s and police cars. Just plug them

in and charge up the electric motor to power the vehicle, lights and radio. The shipping box says: “For ages 3 and over, speed up to 5 ½ miles per hour.” Do these vehicles fall under the ISO homeowners policy exclusion for Motor Vehicle Liability? Certainly so. They truly are a “self-propelled land or amphibious vehicle”. There is a “giveback” (or an “exclusion to the exclusion”) that will allow liability coverage if the motor vehicle is: “Designed for recreational use off public roads and: (1) Not owned by an “insured”, or (2) Owned by and “insured” provided the occurrence takes place: (a) On an “insured location….” or (b) Off an “insured location” and the “motor vehicle” is: (i) Designed as a toy vehicle for use by children under seven years of age; (ii) Powered by one or more batteries and (iii) Not built or modified after manufacture to exceed a speed of five miles per hour on level ground”. So, liability coverage may apply on the insured location but not on the neighbor’s location. Off the insured location will be a problem since it does not say for use by kids under age 7 (my grandsons’ vehicles say for use by kids over 3) and the vehicle is stated to go 5 ½ miles per hour. Both scenarios would void coverage.

KNOW YOUR PRODUCTS. Many carriers use their own forms or variations of ISO forms or even old ISO forms that contain language which is different than the current ISO form. It is up to you to know what you are selling. Check with your carriers to determine how they treat these vehicles. Also check to see if personal umbrellas will drop down to cover any liability excluded by the homeowners policy. Your customers expect you to be their insurance counselor.

AND REMEMBER….Success doesn’t come to you.…you go to it!

Looking for Success? The Feeling Is Mutual. Rockford Mutual is committed to building strong agent relationships and offering competitive products and outstanding claim service. And that means, when you’re successful, we’re successful. Ready to get started? For more information about becoming an independent agent for Rockford Mutual: please contact us at 815/489-3158 or visit www.rockfordmutual.com

4 | FEBRUARY 16

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

LOCAL SERVICE FOR YOU

AND YOUR CLIENTS.

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From the

Boardroom Michael Keener, CIC— Director, PIA of Wisconsin

Encourage Your Clients to Take a Home Inventory A Home Inventory is an excellent way to expedite the claim process and a great tool agents can utilize with their clients to separate themselves from their competition. Last year one of my clients suffered a devastating house fire that claimed not only their beautiful home but also the years of memories that resided within. After speaking with these clients in great detail about the ordeal it became very apparent the emotional anguish of losing personal items was not the only obstacle in trying to replace them. For many it is very difficult and overwhelming to recall all they owned that was lost, and for these affluent individuals it was impossible to recollect what had all been taken from them in that fire.

With all the technology we have access to today there is no reason not to organize videos, photo albums, or spread sheets that are easily accessible for such a situation. Remember, we want the claim experience for our clients to go as smoothly as possible so that we retain these clients and feel good about the job we have done. We are in the business of protecting our clients and part of that is making sure they have the tools necessary to manage potential risk.

Preparing a list before something happens is much easier than writing one after the claim happens. Most people are already going through a very difficult experience and just want to get their lives back and be made whole again. So take the time to talk to your clients about putting together a home inventory of their belongings because I would argue that much of your competition is not discussing this with their insured’s. We as PIA members care greatly about the clients we serve so to us it is more than just writing a home insurance policy and moving on. Often it is a first time home buyer, newly married couple or our high net worth clients that need our expertise and guidance, as it simply may not occur to them to take this important step. Why? It is the intrinsic optimist in all of us that says nothing devastating will ever happen and that bad things only happen to other people.

• Take pictures and videos of each room in your house including storage buildings, attic, and the garage. Don’t be afraid to open up cabinets and drawers also.

GERMANTOWN MUTUAL INSURANCE COMPANY W209 N11845 Insurance Place PO Box 1020 Germantown, WI 53022-8220 Phone (262) 251-6680 Fax (262) 623-3130 www.gmic.com

SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854 6 FEBRUARY 16

Here are some tips for making your home inventory: • Make your inventory as complete and detailed as possible, the insurance company will require a detailed list before paying your claim

• Keep your inventory, appraisals and receipts in a safe location and you should also have a backup somewhere off the premise with the same information. • Save your inventory and other items onto a computer and in “The Cloud” so they can be accessed from anywhere. To be the very best at our craft, we must always look at ways to provide more services, resources, knowledge and expertise to our clients so we can continue to compete in this industry. Discussing the importance of a home inventory is just one more opportunity for us to do just that.

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CE VIDEO

OCI Administrative

Actions Ted Nickel â&#x20AC;&#x201D; Commissioner of the Office of Insurance

Madison, WIâ&#x20AC;&#x201D;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

Amy Borski, 471 S. Main St., Fond du Lac, WI 54935, had her application for an insurance license denied. This action was taken based on allegations of having a criminal charge that may be substantially related to insurance marketing type conduct and having unpaid civil money judgments.

Kimberly Mills, 147 Powell St. S.E., Atlanta, GA 30316, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of equivalent resident state licensure and failing to respond promptly to inquiries from OCI.

John P. Drill, 9 Menomonie Ct., Madison, WI 53704, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

April L. Holmes, 822 Logan Ave. N., Minneapolis, MN 55411, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Pamela S. Schwab Powell, 3390 Cozy Camp Rd., Moraine, OH 45439, had her application for an insurance license denied. This action was taken based on allegations of failing to disclose an employment termination for cause on a licensing application; having administrative actions taken by the states of Utah, Ohio, Delaware, Wisconsin, and South Dakota; having involvement in a lawsuit alleging fraud, misappropriation or conversion of funds, misrepresentation, or breach of fiduciary duty; and owing delinquent resident state income taxes.

Thomas J. Janssen, 601 E. River Dr., De Pere, WI 54115, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Michael V. Putthoff, 1118 Terry Ln., De Pere, WI 54115, had his insurance license revoked. This action was taken based on allegations of failing to pay a required fee to OCI.

Maurice McNeil, 1701 Summit Ridge Ln., Kannapolis, NC 28083, 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 and failing to respond promptly to inquiries from OCI.

Corina M. Rivera, 9017 W. Crown King Rd., Tolleson, AZ 85353, had her 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 and failing to respond promptly to inquiries from OCI.

Levi Goines III, 1399 Troon Dr., Sun Prairie, WI 53590, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Allegations

and

Actions Against Companies

Excalibur Reinsurance Corporation, 1880 JFK Blvd., Ste. 801, Philadelphia, PA 10103, was ordered to pay a forfeiture of $1,000.00. This action was taken based on allegations of failing to timely file a financial statement. Patriot Insurance Agency, Inc., P.O. Box 1298, Sonoita, AZ 85637, had its application for an insurance license denied. 8 FEBRUARY 16

This action was taken based on allegations of failing to disclose administrative actions taken by the states of Wisconsin, South Dakota, Ohio, Missouri, Georgia, Maine, Massachusetts, Florida, Virginia, North Carolina, Oklahoma, Colorado, and New York on a licensing application and having its insurance license terminated for cause.

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See what our agents are saying about market access, support & great commissions. FEBRUARY 16 9

Agency Valuation When buying or selling an agency, is the value based on what the agency made in the past or what it will earn in the future? Agency Consulting Group, Inc. is one of the nation’s leaders for performing valuation for agencies annually. The majority of agency valuation is for internal purposes such as for estate planning, partnership stock values, ESOP, etc., but many are for potential transactions from sales to mergers and to purchases and other forms of association. A recent call illustrated the common fallacy attached to agency valuation. An agency owner was interested in acquiring another agency and asked Agency Consulting to perform an agency valuation prior to the purchase. The target agency was generating around $500,000 in total revenues, but it was growing at 10% /yr. and was dropping several hundred thousand dollars a year to the profit line. They were very efficient and their market didn’t require a host of employees. The owner was going to stay on to manage the agency for five more years before his retirement but wanted to cash out now for personal reasons. As you can imagine, the value of the agency was relatively high, much more than the proverbial “multiple” to which so many agents still tie themselves. The buyer called me asking why the value was so much higher than his expected multiple of last year’s revenue. I asked him the very question that I asked at the beginning of this article. Did the buyer want to buy the agency’s history or its future earnings potential? The answer, of course, was that the buyer wanted to buy future earnings. So I proceeded to show the buyer how we project both income and expenses on a line-by-line basis based on the agency’s history and any changes that we know or suspect will occur once the transaction takes place. Since there were none, the agency was going to continue to run as is with the same staff in the same place, just using the additional markets of the buyer, we were able to simply progress each line of income and expense based on the agency’s historical trend and contracts (leases, etc.) and form the projected profit stream of the agency against which we took the buyer’s tax liabilities. We told the buyer that this agency would likely throw off more than $1.5 Million of value over the next five years, even with a 14% discount for risk factors associated with that particular agency. This means that the trend would have generated 14% more than our value estimate but we found sufficient risk factors associated with the agency to discount the value for our estimate.

10 FEBRUARY 16

The buyer was in shock that the value was so high again falling back on his favorite multiple “of something”. So I turned the tables and asked the buyer, “If you owned this agency and someone wanted to buy it from you and you projected that you as the owner would take over $1.5 Million in earnings from the agency (after taxes) in the next five years, would you be concerned over the multiple that represented, or would you want to be paid in some degree what you would likely have made over a period of time as your asset value?” When he thought about the situation from that viewpoint, the buyer admitted that he would expect a reasonable price equivalent to what he would make in the agency if he kept it. “So,” I asked, “ Wouldn’t it be logical to pay the seller a fair price for the agency, giving up some or all of the profits of the agency for a period of time (determined by the buyer) to purchase the agency, after which ALL profits would accrue to the new owner including the cost savings once the old owner retired?” This put the question of Value vs. Multiples in perspective. You, too, can judge the value of any agency that you are considering buying or considering selling your own agency in the same way. It is of utmost fairness to identify the earnings (after taxes) that the seller would generate from operating his agency in the future AND the earnings that a buyer would generate from the agency if he were to purchase it. Somewhere between those two dollar amounts is the proper value of the agency in a sale. Please reach out to us for our valuation service or, to conduct due diligence and assist the buyer and seller negotiate the price and terms of any transaction to the end result of a Win/Win situation.



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

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

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

State

Zip

Contributions are NOT tax deductible for income tax purposes. Donations must be made from Personal accounts only. NO Corporate or Business Checks or Credit Cards accepted Return to: PIAW Legislative Conduit Account PIA of Wisconsin, Inc. ● 6401 Odana Rd. ● Madison, WI 53719 Fax: 608-274-8195 ● www.piaw.org ● Email: rvonhaden@piaw.org

FEBRUARY 16 11

What Success

Looks Like

A State of Mind vs. a Destination By: Nathan Jamail

Success can be defined in a number of ways. If you look up the definition you will several that you may agree with; the accomplishment of one’s goals, the attainment of wealth, position, honors or achieving your goals. All of these definitions are correct—and none of them are. When it comes to success, there isn’t a set in stone definition because of two reasons: 12 FEBRUARY 16

• It depends on whom you ask

2. A clear understanding of success

• It is ever changing

There are two key aspects of achieving success. First, a person

In order to ‘obtain’ success, you need to know what success looks like for you. Without having your personal definition of success, how do you know what to shoot for? When you fail to clearly define success, all goals and activities remain fuzzy and unclear—making them more difficult and in some cases impossible to achieve.

must be able to understand their vision of success so they can

John Langcuster, a Vice President with a Fortune 500 insurance company who leads hundreds of people in daily operations, feels that “Success is achieved by having a great leader. One who knows how to recruit, practice on a regular basis, execute and most importantly achieve results. Both the leader and team rely on a “teamwork” approach with a very strong belief system that a goal can be achieved. Also, consistent behavior breeds success.”

and a dedicated decision to live a more active and healthier

Ken Smith, Vice President with Georgia Pacific, states that “Success in the professional world is when you build a winning culture. Without having the right culture, strategies break down or lose every time. As I once heard, “Culture eats strategy for breakfast.” If the question, “What does success look like?” were posed to you, right now, what would your answer be? Would it look like a cookie-cutter definition from a dictionary? Would it look similar to these successful executives? What factors contribute to your answer? Work? Family? Personal? All of the above?

share it with others to inspire other like-minded individuals to stay the course. Once it is visualized or communicated, a game plan must be implemented and given to everyone involved that contains key activities with measurable results. This is the difference from making a New Year’s Resolution to lose weight life. One is a decision that has commitments, beliefs and key actions the other is an empty goal that is based purely on a short term desire.

3. A desire and never-ending commitment to achieve it The majority of society desires success, but very view are willing to do what it takes. Achieving great success in life or business will require great sacrifice, constant focus, humility to learn and confidence to challenge. In many cases a sense of blind optimism is required when dealing with seemingly insurmountable obstacles. No matter if one’s success is being a great husband or wife, or boss or employee it requires great sacrifice and a selfless mindset. Achieving success is realized when a group of people are so committed and passionate about achieving their goals that no obstacle or situation can stop them. No

One way to look at success is to wake up in the morning feeling inspired and excited and to go to bed feeling content and grateful. Your definition of success might not change daily, but the sense of achieving success can change as fast as the weather in Texas. A bad day, a good morning or a great phone call can take you from one side of success to the other. With that being said, much like happiness, success is a state of mind more than a destination. It may look different for many people and may differ in achievement based on personal or business definition, but to achieve your desired success there are 3 key principals that you must implement.

matter what, win or lose, they stay committed to achieving

1. Cultural Laws

does to earn it. No matter the definition, everyone can agree

Like Ken Smith says, “Culture eats strategy for breakfast.”

that “success is earned and not given!”

A person must have cultural or personal laws that support their goals. The word law is important because we must view all behaviors and beliefs that contradict our definition of success as breaking the law. The greatest enemy of achieving success is allowing those that don’t agree or support that belief to break the cultural laws. Many times these infractions are small in action and have a very limited immediate consequence, but make no mistake: although the consequences are not immediate, they are immense and can be devastating to the achievement of success.

Nathan Jamail, president of the Jamail Development Group, and

their defined success. They have the desire that can outlast any resistance. Success can be described as when a person’s purpose is aligned with their actions. In business as in life, one must remain positive while in search of success, and understand that once one level of success is reached, it is not the end, rather is the starting point for the next great achievement. At the end of the day, success is what one person makes it--what one believes. The level of achieving that success is determined by what one

author of the best-selling Playbook Series, is a motivational speaker, entrepreneur and corporate coach. As a former Executive Director, life insurance sales professional and business owner of several small businesses, Nathan travels the country helping individuals and organizations achieve maximum success. Nathan has worked with thousands of leaders in creating a coaching culture. Get your copy of Nathan Jamail’s most recent book released by Penguin Publishers, “The Leadership Playbook” at www.NathanJamail.com. FEBRUARY 16 13

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FEBRUARY 16 15

Customer Service that

Sells to Boomers

comes from Training Millennials 6 Practical Tips that Drive Sales

When you are focused on creating a team culture of customer service, it is important to realize how generational differences can impact the selling process.

By Bob Phibbs

16 FEBRUARY 16

That Generation Gap was on display recently when Graham, a friend of mine walked into a local electronics store to buy a microphone. The young sales associate took him to the microphones and then stood there silently hovering over him. The associate wasn’t helping with anything; in fact Graham didn’t think he knew anything about microphones. Finally he said, “I’m fine.” The clerk replied, “I only get a commission if I stay here.”

Being included. Boomers want to fit in, they want to be popular. They were the ones who wanted a trophy but someone else got it. Unlike the Millennials, they are still looking for validation. And for Boomers, it comes from owning things.

High touch over high tech. A Millennial salesperson could show a virtual product but a Baby Boomer wants to touch it. Boomers want to see it for themselves— that’s why they are in your store and not shopping online for the item.

Most Baby Boomers would not consider that good customer service—in fact, they would consider it just the opposite. The Millennial employee on the other hand thought he was doing his job. That’s the Generation Gap The Baby Boomers grew up when retail still had people who chose working retail as a career and modeled exceptional customer service. They grew up minding their “p’s and q’s” meaning they had to mind their manners. Most had entrylevel jobs where they were taught how to help a customer in a friendly manner. As such, they expect when they go out to a store to still receive that kind of treatment. The Millennial generation—those under about 32—grew up with the Internet. Efficient, fast and cheap were things that became increasingly important to their generation as they conducted their lives online. Most did not have entry-level jobs so the social skills necessary to engage a stranger in many cases just weren’t developed.

They still want to feel, touch, smell and experience it.

The choice of right words. Avoid phrases like “no problem” and the word “like” as in “this printer is like the fastest we have.” Boomers in general are old school and appreciate proper grammar.

Connecting the dots. It is great to connect with customers and build rapport, but you have to go further with Boomers. You need to connect the dots between what they want and what you have to sell. If you sell electronics for example, you want to be able to keep connecting them to the item you have in stock, selling it in a way that says, “It’s not just a device, it’s all the things it can do for you.” Again, this is the generation that doesn’t like to return things – they want to get it right the first time.

In Sum. Selling to Baby Boomers is not that hard. You have to make it personal. Respect the fact that they took the after-

Millennials grew up digital natives communicating with their friends on their computers. Both Boomers and Millennials wanted to have friendships, but Boomers had to do it in person while Millennials could to do it virtually. Here’s the rub: 75% of purchases will still come from Baby Boomers expecting personal service for the foreseeable future. Unless your business is able to give Baby Boomers the customer service they expect, you’ll see less and less of them. To ensure that your Millennial staff are properly equipped to sell to the Boomer generation, utilize these six training tips:

Initiative. Don’t make Boomers come to you—find them. Boomers do not want to ask, “Can you help me?” or “Where do I pay?” Keep your head up and engage them regularly. And once a Boomer is ready to leave, they’re ready to leave.

noon off from the kids and work, and they are in your shop to buy from you. Despite job-hopping that’s occurring across the country, Millennials’ commitment to their job is typically very high. They’re looking to acquire new skill sets and experiences. Make sure you are training them so they can deliver worldclass customers experience. If not, you risk not only losing their interest in working there, but Boomers interest in shopping with you. 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

Hustle . Your speed of service has to be given in proportion

the trenches of retail and extending to senior management positions,

to the amount of customers in your store. Your head must be up and looking at who just came in, who needs help and who needs to be rung up. If you ignore Boomers they’ll walk.

a fun and memorable format. For more information on Bob, please

his presentations are designed to provide practical information in visit www.RetailDoc.com. FEBRUARY 16 17

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

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• commercial property coverages & endorsements • COMMERCIAL PROPERTY CAUSE OF LOSS FORMS & ENDORSEMENTS Robert Ford, CIC, CISR, CPIA, CLCS

• Life INSURANCE CONCEPTS • HEALTH INSURANCE CONCEPTS John Bennett, CIC, CPCU • LONG TERM CARE INSURANCE • DISABILITY INCOME INSURANCE • BUSINESS CONTINUATION AND SUCCESSION PLANNING Dennis Stone, CIC, CPCU, CLU

• TIME ELEMENT COVERGES John Dismukes, CIC, CPCU, AAI, AIS • COMMERCIAL INLAND MARINE COVERAGES • EDP • BUSINESSOWNERS POLICIES Bernie Neff, CIC, CPCU

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

WI CE Course # 69300

Day One: 8:00 – 5:15

WI CE Course # 69162

Day Two: 8:00 – 5:00

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

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

Utica

Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit.

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

18 FEBRUARY 16

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

FEBRUARY 16 19

education

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

education

Certified Insurance Service Representative

Open to Anyone!

7 WI CE Credits New Course #69357

Elements of Risk Management

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

• • • * • •

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

Feb 17 • Waukesha Feb 18 • Madison $170 Per Course

CLASS SCHEDULE Course Instructor Patti Gardner CIC, CRM, CPCU

Instruction

Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m. 4:15 p.m. – 5:15 p.m.

Includes Lunch

The CISR Program Celebrates 30-Year Milestone The National Alliance announced that the Certified Insurance Service Representative Program (CISR) is celebrating the 30th Anniversary of its founding. Inspired Career Growth for Professionals in the Insurance and Risk Management Industry In 1986, a group of dedicated CICs in Kansas founded the Society of Certified Insurance Service Representatives (CISR). For more than a year, the CISR Program was conducted in Kansas, Missouri and Michigan only. One year later, the dream of a national program was on its way to becoming a reality when the Society of Certified Insurance Counselors in Austin, Texas, assumed responsibility for the CISR Program. One state after another adopted the CISR Program, and by 1996 CISR was a national program. Today, CISRs are truly the face of insurance and risk management for their clients, representing access to prompt and effective customer service. Expansions to the program, including the CISR Elite distinction for those who complete

all nine courses, have made CISR a global community, with more than 27,800 designated CISRs and approximately 1,500 courses conducted worldwide each year. The Program is available in class and online, and in Spanish in the classroom only. The program can be conducted at a company or agency on an in-house basis and tailored specifically to local needs. For all insurance professionals who consider service their personal responsibility, CISR courses are a popular resource for practical insurance knowledge, stressing the understanding and analysis of risks and exposures. All employees of agencies, insurance companies, and insurance-related businesses benefit from CISR courses. The one-day courses can be stepping stones for CIC institutes and CRM courses, charting a path for future success and career advancement. PIA of Wisconsin is a proud sponsor of the CISR program. To learn more visit piaw.org or contact Brenda at bsteinbach@piaw.org or 1-800-261-7429.

visit www.piaw.org or call PIA at 1-800-261-7429 20 FEBRUARY 16

Sally Pfeifer, CISR Thomas Pfeifer Insurance Agency, Inc. Sister Bay, WI

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 FEBRUARY 16 21

education

“I attended my first PIA Webinar and I really enjoyed it! Good presenter and lots of feedback requested which kept it interesting. Since I usually need to drive at least 2 hours for CE classes, I am glad PIA is able to offer these webinars. Thank you again. “

Choose 5 of 9 to improve your 9 to 5.

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

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69334

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. • Essentials of Legal Liability • CGL Introduction

Course Instructor

John Dismukes CIC, CPCU, AAI, AIS 3/8 Instructor

• Commercial General Liability Coverage Parts • CGL Other Provisions

March 8 • Green Bay March 16 • Madison

• Additional Insureds

CLASS SCHEDULE

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

Course Instructor Patti Gardner CIC, CRM, CPCU 3/16 Instructor

22 FEBRUARY 16

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

education

STAND OUT! Set yourself apart with the CPIA designation.

education

20 + Topics! Each Approved for 2-3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at www.piaw.org for a complete list of topics, descriptions, webinar demo, and to register. Ethics is offered each month. Several approved for Utica credit. Fee per Webinar: $55 PIAW Member, $70 Non Member – includes WI CE fees.

February 2016 Webinar Schedule TITLE & WI CE

DATE 2/8

TIME (CST) 12-3p

Annuities: Turning Assets Into Income 3 CE # 71013

INSTRUCTOR Karin Klaassen, CLU, LUTCF

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

2/10

12-3p

Chris Amrhein, AAI

Personal Lines Complications: Because “Simple” is Just Too Darn Easy 3 CE # 71017

2/11

12-3p

Kevin Amrhein, CIC

Seven Ways to Get Sued and How to Avoid Them

2/16

12-3p

Chris Amrhein, AAI

Cybermaster: Recognizing and Insuring Digital Assets and Electronic Risk / ISO

2/17

12-3p

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

Ethics for Insurance Professionals

2/18

1-4p

Kevin Amrhein, CIC

CHAOS: Contracts, Hold Harmless, Additional Insureds and Other Stuff

2/22

12-3p

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

The Ever-Evolving Affordable Care Act (ACA)

2/23

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

Contractors: Insuring the Liability Exposures 3 CE # 70757

2/23

12-3p

What We Learned: Claim and Coverage Issues from Catastrophes

2/24

12-3p

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

3 CE # 69647

3 CE # 70963, Utica Approved

3 CE # 70998

3 Ethics CE # 69645, Utica Approved

3 CE # 70997

3 CE # 71018

3 CE # 71678

Register online at www.piaw.org or call 1-800-261-7429. Contact Brenda at 1-800-261-7429 or bsteinbach@piaw.org for in-house webinar opportunities. 24 FEBRUARY 16

The Certified Insurance Counselors (CIC) Program has been the insurance industryâ&#x20AC;&#x2122;s premier, proven source for practical, real-world education since 1969. For insurance professionals everywhere, the 20 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?

Rachel Anderson, CIC, CISR, AINS, Jason Braatz, CIC The Brehmer Agency, Inc. AIS, AU Butler, WI West Bend - A Mutual Insurance Company Kristine Branton, CIC, CISR West Bend, WI Tofson Ins. Agency, Inc. Wisconsin Dells, WI Alexander Bauer, CIC, CISr Hausmann-Johnson Insurance Inc. Erik Hausmann, CIC Madison, WI Hausmann-Johnson Insurance Inc. Madison, WI

Thomas Williams, CIC Carfax Banking and Insurance Group Waukesha, WI

Linda Schopen, CIC Rural Mutual Insurance Madison, WI Eric Schulte, CIC Robertson Ryan & Associates, Inc. Milwaukee, WI Karen Wake, CIC, CISR Johnson Insurance Racine, WI

Visit piaw.org for more information.

NEW CISRs Amy Bastar, CISR Hometown Ins Agency of Shawano, Inc. Shawano, WI Matthew Cleveland, CISR Hausmann-Johnson Insurance Inc. Madison, WI Claire Duquette, CISR LBS Insurance Group Ashland, WI Lindsay Hale, CISR R C Insurance Services Inc. Hartland, WI Karyn Jordahl - Burcum, CISR TRICOR, INC. Madison, WI

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

Regina Keller, CISR TRICOR, INC. Madison, WI

Carmella Moon, CISR Marshfield Insurance Agency, Inc.

Dawn Regan, CISR Schwarz Insurance Agency, Inc. Middleton, WI

Meredith Korn, CISR Hornick Insurance Services, Inc. Green Bay, WI

Susan Mussehl, CISR Rural Mutual Insurance Madison, WI

Christine Webb, CISR ME Insurance Waukesha, WI

Kari Le Duc, CISR Mangold Insurance Inc. Burlington, WI

Donna Nelson, CISR, CPIA Anew Insurance Agency, Inc. Edgerton, WI

Rachel Wenzel, CISR Ahmann Martin Kimberly, WI

Amy Jo Lichter, CISR David Insurance Agency Inc. Kenosha, WI

Rhonda Pozorski, CISR Church Mutual Insurance Co. Merrill, WI

Kortni Wolf, CISR Church Mutual Insurance Co. Merrill, WI

Patricia Lindmark, CISR Johnson Insurance Green Bay, WI

Ann Price, CISR Couri Insurance Agency, Inc. Waukesha, WI

Visit piaw.org for more information. FEBRUARY 16 25

education

NEW CICs

The Silent

Selling Tool

We All Have by Todd Cohen

Selling is something everyone does each and every day. Every conversation is a selling moment and a perfect opportunity to leave an indelible impression with whom you are speaking. That impression you leave can have other people wanting and clamoring to engage you. But wait there is another selling tool that everyone uses every day. It is used more than conversation and many people do not have an active realization of how critical this tool is to success. Curious as to what it is? Here you go:

Presence

26 FEBRUARY 16

Presence is much more than you being physically present. It means how you present yourself in every situation you are in. It’s how you show up and engage people. Presence is how people perceive you as being interested in them and their business. Presence is how people see you as being in the game. Your ability to demonstrate your presence is a powerful—and potent—silent selling tool, and one that is all too often underestimated and misunderstood. In fact presence is a skill that is at times not respected. You have to have respect for yourself and others to be present. Your presence creates an indelible impression on others and profoundly influences their very desire to engage and work with you. If you are present and can show it, you will find many more people who want to work with you and be your customer. It’s that simple. So what is this thing called “presence”? It is not just one thing that you do—it’s a combination of behavior, body language and appearance. Presence means much more than just being physically there. It means that you are showing that you want to be there. It’s showing that you are emotionally connected. An emotional connection demonstrates your dedication to being engaged and contributing. Presence displays your enthusiasm. It means that when you are with an audience, such as a training workshop or listening to a speaker, you are sending a message that you want to be there. How do you send that message? Keep reading!

Presence is how you put yourself together. Remember “dress for success”? Well, it never stopped being important. Looking good means feeling good, and that screams presence. You don’t need to spend a lot to look great, and it will provide a boost to your presence and your job performance. Shined shoes, a tie tied correctly, pressed clothes and attention to detail takes very little time and does not have to be expensive. It takes being proactive by asking yourself, “Does how I appear help me achieve presence”? When you take the time to look good, you say you care about many things—and people take notice. Presence is not taking yourself too seriously. There is an expression that absolutely fits the bill here: “Get over yourself”. People who are present are confident and self-assured. Another way of expressing this would be to say that people who are very present do not have to be the smartest person in the room. They have their ego in-check and, as a result, are more present and visible to people that one could ever imagine. Not having to prove yourself right is an incredibly compelling way to sway and convince people of something. People who show up to prove others wrong or can’t keep their own insecurities in control just wind up silently telegraphing a message that they are not in the game and have an agenda that is their agenda only. What’s my name? Those who are truly present use people’s names and use them often. When people hear their name used, they see that the person who they are speaking with is actually

Presence is body language. Eye contact, listening skills, and how you sit and show your interest is monumental to your presence and subsequently your success. If you are attending a class or seminar, how you sit and show you are paying attention says volumes. If you are sitting in a colleague’s cube or office, or in a meeting with a client or your manager, how you present yourself through your body language means a great deal to the perception of your interest level. Presence is being self-aware. Highly successful people are highly-aware of how they are acting, and how their behavior is perceived at all times. They make their ability to be present work for them! Being proactively aware of your presence means you are in control and can make success happen. Do you know what else highly-aware and present people do very well? They know through acute self-awareness when they have acted or behaved in a way that sends a negative message or has the wrong effect on people. People who are self-aware and present are comfortable with being vulnerable and owning their behavior. Presence is being accountable for who you are and how you act.

interested in their time and interested in them. Use your prospect’s name at the right time and interval. For example, when meeting someone, say “Nice to meet you, Ann” instead of just “Nice to meet you.” Or when you’re conversing, seek understanding by saying “Mike, does what I’m suggesting work for you?” instead of “Do you understand?” Using someone’s name naturally engages them and displays your level of engagement! Your presence says everything about you and how you want people to see you. Don’t ever underestimate how your presence telegraphs a message to others. Being present is enthusiasm, passion and positive energy. Is that you? Todd Cohen, CSP is an accomplished and sought after speaker, sales culture expert and author of Everyone’s in Sales and Everyone’s in Sales; STOP Apologizing. Todd’s dynamic and motivational presentations are based on the foundation that regardless of career path or position, everyone is a salesperson. Since 1984, Todd has led sales teams to deliver more than $850 million in revenue for leading companies including Xerox and Thomson-Reuters. For more information or to book Todd Cohen for your next meeting please visit www.ToddCohen.com. FEBRUARY 16 27

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The Definition of a

"Good " Producer

Every agency struggling with growth has asked us to define what a producer should do and how much production should be considered “strong” vs. mediocre. Of course that question is much more complex than the mere search for a definition because there are so many variables that exist to make the same producer “good” under some circumstances and close to termination in other circumstances.

old with little existing business, a growing family and debts

We have clients that will put producers on probation if they don’t generate $50,000 of growth (that’s new commission revenue net of lost) business each year. We have other clients that are happy as larks for their producers to generate $10,000 to $25,000 of new business commissions a year. We have clients that count growth in terms of customer count with commissions only important to the budget and to compensation arrangements. We have other clients who can’t even define how many customers their producers sell or service from one year to the next.

“good Producer” apply differently in different situations.

to support? These are just three examples in which geography, the makeup of the agency and the producer’s situation makes the term BUT THERE ARE CERTAIN TRAITS THAT CAN BE ESTABLISHED TO LABEL A PRODUCER AS STRONG OR WEAK REGARDLESS OF THE AGENCY, TERRITORY OR OTHER DIFFERENCES IN CONDITION:

1. Activity – a good producer is out of the office visiting clients and/or prospects more than he is in the office.

2. Growth – a good producer will grow the agency’s customer base every year. We know that commissions grow and

Yet in each case, the agencies define their producers as strong, weak and mediocre based on totally different criteria. Here are some normal differences:

shrink with the insurance economy and rates. But customer

Geography – Do you expect the same level of activity,

CUSTOMER COUNT.

sales, account size and overall revenue from a strong producer in the rural Midwest as you would from a producer in a major metropolitan area?

3. Referrals – a good producer gets referrals. Customers

Mix of Business – If an agency’s mix of business is per-

rally, the good producer will ask for referrals – and get them.

sonal lines and small commercial lines and has the carriers to support that mix would you expect a producer to be as productive as if the agency’s mix was primarily medium and large commercial accounts?

So the next time someone asks you if you are a (or if your

Producer’s stage in life – Would you expect a producer in his sixties with a large book of business (however you define large) to service to be measured against a 30 year

Insurance Marketing Partners

InsuranceMarketingPartners.com

count separates the average producer from the good producer. Good producers count their progress by their NET

who like and trust the producer will refer their friends naturally. But even if the customers don’t refer customers natuA good producer is not embarrassed to ask for referrals. agency has) good producers, look at yourself and at your other producers by these three standards. Reprinted from The Pipeline, a production of Agency Consulting Group, Cherry Hill, New Jersey

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

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

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

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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.

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The most drastic, and usually the most effective, remedy for fear is direct action. —William Burnham FEBRUARY 16 33

Sales Culture and

Customer Service: Perfect Together!

By: Todd Cohen

Building a sales culture and creating a culture of exceptional customer service are closely linked but they are not the same. In fact, great customer service is a vital subset of a great sales culture— two processes that fuel one another. You cannot truly have one without the other.

A sales culture means that everyone’s in sales and that everyone knows the way in which what they do helps a customer say “yes.” Regardless of the position you hold in a company, you do something every single day that has a systemic (and in some cases direct) impact on a customer’s decision to do business with you. This is a proactive and conscious belief system that you and the organization uphold. It is built on a foundation of trust that begins with the CEO conveying a culture that every employee matters, and acknowledging that creating a happy customer is not easy. 34

FEBRUARY 16

Everyone has their own examples of when they received extraordinary and subpar customer service. Southwest Airlines is an excellent example of an organization that employs a sales culture and also provides exceptional customer service; turning profits while making their customers happy along the way. On the other hand, some businesses seem more than willing to sacrifice long-term (and potentially lifetime) customers for that quarter’s metrics or stats sheet. So what is the relationship between a great sales culture and a culture of great customer service? They are very tied to each other in several ways.

1. Customer service is about making sure clients are happy before and after a purchase, and that’s why people come back. Right? Delivering great customer service and taking care of issues and complaints is a big reason for repeat purchases and increased sales. Everyone who comes into contact with clients and customers has a role in making them happy. It’s not just the front line person who owns customer service. Everyone does. That demonstrates that everyone’s in sales—sales culture.

2. Metrics are not customer service, and they are not sales culture. Yes, things have to be measured so people can fill out some form and can say, “I did it.” Cool. What exactly did you do? Congratulations that you beat some arbitrary metric that says you delivered good service. The real measure of customer service is the proactive behavior that occurs when employees know how their actions impact the client, the way in which their actions lead to more sales, and when they take the time to build the bridge between what they did and how it had a positive effect. That takes time and a proactive attitude of showing people that what they did makes people want to come back.

3. Customer service is so MUCH more than answering the phone nicely or being measured on how quickly one responds to a client’s problem. Customer service is about knowing that when a sterling

late what they do and know what others do as well.

5. A great sales culture builds a better company, better products and creates more satisfied clients. The people delivering customer service have a direct impact on the clients’ desire to make referrals. When was the last time you received a positive referral because of a lapse in customer service?

6. It’s all about the mindset. Building a sales culture and a customer service culture starts and ends with the core belief that this is about a mindset; not a book, guide or manual. It’s not a flowchart. Delivering the right stuff means your staff has a mentality to do the best and right thing and not feel forced to do it. You can’t make someone have the right mindset, but you can encourage, train and motivate people to use their best and bring the right attitude every day to the job. So you see that sales culture and customer service work hand in hand. Sales culture and customer service are not the byproducts of a spreadsheet that shows some details that need to be fixed reactively. The principles and building blocks of sales culture are alive and well in the workings of highly successful customer service departments. We are all in sales, and we are all in customer service because we all have a chance to make a client happy, more satisfied, and a strong referral source for future business. Todd Cohen, CSP is an accomplished and sought after speaker, sales culture expert and author of Everyone’s in Sales and Everyone’s in Sales; STOP Apologizing. Todd’s dynamic and motivational presentations are based on the foundation that regardless of career path or position, everyone is a salesperson. Since 1984, Todd has led sales teams to deliver more than $850 million in revenue for leading companies including Xerox and Thomson-Reuters. For more information or to book Todd Cohen for your next meeting please visit www. ToddCohen.com.

level of service happens, it has a systemic effect on the company and the customer, who remembers it and buys more. One of the basic guidelines of sales culture is that everyone impacts the customer whether they know it or not, and it happens all the time. People need to be encouraged to recognize this fact and point it out every day.

4. Making clients happy takes a team. Your virtual sales team—those who work behind the scenes to solve problems—are the sales culture anchor. Knowing where to turn in the event of an issue arising means getting to the client quickly and correctly. When a company transfers customers to “the next person who can fix this” it creates a massive gap in effectiveness and efficiency, and can leave customers angry— which hurts business. When you foster a sales culture your employees realize their value is not merely tied to their title. They are people with a value proposition who can truly articuFEBRUARY 16 35

INSIDER A MEMBER SERVICE OF PIA OF NORTH DAKOTA

www.piand.com

11-30-2015

Home Insurer Survey: Insure.com recently surveyed customers of 15 large home insurance companies to find out how they rate those companies on customer service and handling claims. They also looked into whether or not each person would recommend their insurance company to a friend and whether or not they planned on renewing their current policy. The bottom 3 were American Family (15), AIG (14) and Travelers (13). Top 3 on the list included Chubb (3), State Farm (2) and The Hartford (1). To see where other carriers such as Auto-Owners, MetLife, and Nationwide fall, click here. NFIP Reform Bill Introduced: The Flood Insurance Transparency and Accountability Act of 2015, sponsored by Reps. Kathleen Rice (D-N.Y.) and Dan Donovan (R-N.Y.) was introduced in the House. It seeks to reform the National Flood Insurance Program (NFIP), requiring more transparency about the claims process from the Federal Emergency Management Agency (FEMA). Under the bill's provisions, the insurance policyholder will receive the first and final copies of engineering reports used in claims adjudication—the same reports critics claimed were altered to downplay Superstorm Sandy flood damage. On the Senate side, a companion bill by Sen. Kirsten Gillibrand (D-N.Y.) has been unveiled. A Bird's Eye View of Drone Insurance: Don't be surprised if you find yourself heading into the Drone zone. The Federal Aviation Administration (FAA) estimates more than one million drones will be sold during the upcoming holiday season. Many of them, for the first time, may have to be registered. On November 23, the FAA explained their recent recommendations to the Obama Administration, which includes registering all drones larger than 9 ounces in a federal database. The FAA would like to create the registry by December 20 of this year, which would affect drones sold during the holiday season, as well as the hundreds of thousands that already exist. Drone owners would only have to register their names and physical addresses, and would not have to pay a fee. The aircraft would have to be marked with a unique number, though not necessarily the serial number, to identify the owner. Apart from registration, there are a number of critical insurance issues to consider ranging from personal injury and property damage to privacy concerns. The National Association of Insurance Commissioners has issued a consumer alert on drone insurance issues. PIA CE Opportunities: Our last webinar for 2015 is coming up on December 9th. This webinar will be focused on contractors and insuring their liability exposures. Click here for the upcoming events and classes page on our website to get registered. Click to link to our “Platinum” Sponsors!

spelling problem A woman and her husband were driving when their car's brakes failed. They hit a wall, and the husband was injured. The wife pulled out her cell phone to call 911. "Help!" she cried. "We've had an accident and my husband needs an ambulance."

36 FEBRUARY 16

"Where are you, ma'am?" the dispatcher asked. "I'm on Eucolipstic Road just outside of town." "Can you spell that for me?" The woman paused. "How about if I drag him over to Oak and you can pick him up there?"

what is it you want your readers to take away from your writing? • Write the ending first. For your first draft, start with the main point that you want readers to take away. Then write the beginning. Now write a middle section that transports your readers from the beginning to the end. This method of writing prevents you from falling prey to the writer’s common pitfall: rambling. • Pare the draft. You should start with an estimated word count for your document. If your initial draft has too many words, start trimming. If it has WAY too many words, find whole sections to delete. Cut any words that do not directly

Good writing commands your attention and keeps you engaged... Good writing commands your attention and keeps you engaged. What’s the key? Think “Less is more.” You’ve got to carve away the superfluous to get to the essentials, whether you’re telling a story or explaining a sales contest. Here are some pointers to keep your writing tight:

support your mission. • Tweak sentences. Consider each sentence individually. Look for redundancies, unnecessary details and descriptions, and jargon. Can you eliminate some words or substitute one word for three? • Read it again. This is your final step. Pretend you’re reading it for the first time. Can anything else be eliminated—Words?

• Define your mission. What’s the purpose of your letter/

Sentences? Whole points and paragraphs? Don’t stop until you

memo/email/report? What are you trying to accomplish and

can’t find anything left to remove.

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.

FEBRUARY 16 37

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

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

17, 18

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

24-26

CIC COMMERCIAL PROPERTY Madison (20 WI CE)

CISR COMMERCIAL CASUALTY 1 Green Bay (7 WI CE) CIC LIFE & HEALTH Green Bay (20 WI CE)

CISR COMMERCIAL CASUALTY 1 Green Bay (7 WI CE)

CPIA 1 POSITION FOR SUCCESS Waukesha (7 WI CE)

CISR COMMERCIAL CASUALTY 1 Waukesha (7 WI CE)

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

April 2016

March 2016

CISR COMMERCIAL CASUALTY 2 Eau Claire (7 WI CE)

19-21

CIC COMMERCIAL CASUALTY Eau Claire (20 WI CE)

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)

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

14-16

CIC PERSONAL LINES Appleton (20 WI CE)

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)

June 2016

May 2016

38 FEBRUARY 16

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

9-11

July 2016

Coming Events

February 2016

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

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

In a class by itself. Over 5,000 Member Agencies Signed Over $5 Billion Written Premium

THE

TOTAL SOLUTION FOR THE

INDEPENDENT AGENT

info@siaa.net | www.siaa.net FEBRUARY 16 39

6401 Odana Road Madison, WI 53719 Change Service Requested

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

MEMBERSHIP APPLICATION Agency Name_______________________________________________________________________________________________________________ Street Address_______________________________________________ PO Box_______________________________________________________ City, State, Zip_______________________________________________ County_______________________________________________________ Phone_______________________________________________________ FAX_________________________________________________________ E-mail Address_______________________________________________ Website Address______________________________________________

Primary Contact Information:

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

Name & Designation

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o o

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o o

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Agency Information: Agency Type:o Sole Owner

Top 3 P&C Companies (list in order)

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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. Signed_______________________________ Dated_______________________

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