May 2015 Wisconsin Professional Agent

professional agent MAY | 2015

What’s Inside?

Likability...............................12 Social Media Etiquette..... 14 Rejections........................... 16 Follow Up for Sales.......... 18 Education Section (see yellow tab pages)..... 22 Perform the Mirror Test.... 30 Self Marketing.................... 34 Classified............................. 35

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

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2 MAY 15

7/9/14 9:15 AM

From the

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

Federal Legislative Summit At the end of March, the members of the Executive Committee, Executive Director Ron Von Haden, the winner of the FLS Scholarship and others from Wisconsin made a trip to Washington DC to attend the Federal Legislative Summit and for some to attend the PIA National Meetings.

Wisconsin was very well represented in this gathering of PIA members from across the United States.

With prearranged visits with many of our legislators both Republican and Democrat, we presented a united front on key issues relating to insurance. The issues discussed were: • Small Business and Tax Reform • Crop Insurance • Insurance Regulation – oppose any efforts to undermine the state-based system.

• National Flood Insurance Program – encourage working on eliminating the program’s debt and put the program on the path to fiscal stability.

• Health Care Reform I could write about all of the items that we discussed, however, I decided this month to continue my focus on the value of being a member of the PIA of Wisconsin. Our time attending the FLS and attending the National Meetings was invaluable.

At the meetings we brought up to date on what PIA National is doing to help assist the affiliates and their members. Depending on which meeting you attended, it was apparent that Wisconsin has a strong voice. Our own Dennis Kuhnke, our representative on the PIA National Board of Directors, chairs some committees and is a member of other committees. Tracy Oestreich and I are members of the “Careers in Insurance Task Force” which is working on bringing youth into the insurance industry. Sometime in

the near future, the task force will be releasing an animated video which will be available nationwide.

One of my favorite events was entitled “Speed Dating”. At this event we learned about products and/or services available to the PIA membership. Information was provided in a speed dating format centering around the PIA National Cyber and Privacy Insurance Program, DocIt for Agents, Floodbroker.com, Hartford Flood Insurance, OMNIA (a behavioral assessment), Penn National Umbrella, PIAPRO, (PIAProfessional Liability), PIA Services Group an US Risk Insurance Group.

The greatest part of the trip was the new friendships that were created. The bond within our own membership in attendance was cultivated and strengthened. It was a pleasure to hear the praises of other affiliates regarding Wisconsin.

The initials FLS now has a new meaning for me. For me, F stands for Fellowship, L for Leadership and S for Stewardship. According the Merriam/Webster Dictionary the definition of Fellowship is – A friendly relationship among people, the relationship of people who share interests or feelings. The definition of Leadership is a position as a leader of a group, organization, the power or ability to lead other people and finally the definition of stewardship is the conducting, supervising, or managing of something.

The careful and responsible management of something entrusted in one’s care.

Our fellowship, leadership and stewardship make the PIA of Wisconsin something that I am proud to be a part of. I AM PIA and proud of it.

The quote for this month is from Thomas Aquinas: “There is nothing on this earth to be more prized than true friendship”

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MAY 15 3

Memos from

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

Senate Bill 106 — TNC's ALERT! ALERT! One of your personal auto policyholders will soon become a commercial vehicle driver and you may not know about it until there is a claim.

Across the nation, transportation network companies (TNC’s) are cutting deeply into the taxi cab business in urban areas and making it possible for consumers in non-metro area to have access to convenient, low cost transportation options.

The operational model of TNC’s is to have private individuals provide “taxi like” transportation while using their personal vehicles. The drivers are signing on with a TNC (with names like Uber or Lyft and many more to come) who will provide liability insurance coverage for the driver while they have a customer in their vehicle for a fee.

You are insuring these drivers while they are using their vehicles for personal reasons. Driving to work, school, running errands and normal personal activities are exactly the risks you anticipate when you write a personal auto policy.

But when your client “opens a TNC app” on their smart phone, it signals that they are now available to provide a ride to a customer who has requested transportation from a TNC via their mobile phone. At some exact moment, your personal auto client becomes a commercial risk and your personal auto coverage no longer provides protection, according to the commercial exclusions in the personal auto policy. The exact moment that coverage ceases will be determined by the personal auto policy carrier as the moment the driver “opens the app” to log on to the TNC digital network which lets the TNC know the driver is available for hire OR when the driver actually is transporting a passenger for compensation.

At this writing, Senate Bill 106 is zipping through the state legislature and is expected to become law in Wisconsin. It

im

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may be signed into law before this article is published. The bill sets standards for insurance limits for TNC’s and individual drivers (that I believe are too low), notification to drivers by the TNC that their personal policies may not protect them, and a host of other requirements on TNC’s for the protection of consumers using the services or involved in an accident with a TNC driver. PIA, and other insurance industry participants, supported this legislation to adopt standards for the operation of TNC’s in Wisconsin. Our analysis concentrated on determining any detrimental aspects for agents.

The bottom line for agents is that you must be aware that some of your clients may want to earn some extra income by becoming a TNC driver. I am certain that they will not call you to ask if their insurance will cover them or to ask you to increase their limits to cover a commercial exposure. They will only want to supplement their income, not increase their expenses. You must add the TNC question to your personal auto checklist, ask your clients if they are a TNC driver and discuss the issue with your companies to determine how they are going to handle the exposure. Many will stand by or strengthen the absolute exclusion in the policy, some may add an endorsement to cover the exposure for an additional premium.

I am also certain that one day my phone will ring and it will be a PIA member telling me that a client has filed an E&O claim against him for not advising the client about the exclusion before a serious accident occurred. The agent will likely prevail in the end but the stress of the claim and damage to the reputation of the agent will take its toll.

AND REMEMBER …..The world is full of willing people; some willing to work and the rest willing to let them.

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MAY 15 5

From the

Boardroom Matt Cranney, CIC — Director, PIA of Wisconsin

Changing Habits In my last article I shared with you all a little from a book I was reading at the time called ‘Multipliers’ and I gave you all a challenge to multiply your engagement with, and service to, the PIA of WI. For this article I wanted to share something from another book I’m reading, and also issue another challenge related to the key message of that book.

“The Power of Habit” by Charles Duhigg argues that habits pervade not only our personal lives, but that they have an integral role to play in the businesses and other organizations that we belong to. It also argues that while our habits may be deeply ingrained, most of us recognize that they can be changed, and Duhigg argues that a proper understanding of our habits reveals not only that they can be changed, but also the most effective ways to change them.

This book gave me lots to pause and consider. What are my habits? Which of my habits are helping me grow and be successful? Which of my habits are holding me back? Which of my habits are impacting my agency in positive or negative ways?

As I took the time to reflect on this topic I was definitely able to identify some habits I wanted to change to help me continue to have success. At the same time as I was going through that process I, like you all, began to see articles, blog posts and LinkedIn updates about the entrance of Google into the insurance marketplace and I saw a link between the two.

What could Google and habit development and change possibly have in common? Duhigg in his book argues that the key to any change in habits is all about the ‘cue’. The thing that triggers a habit. If you can identify and address the ‘cue’ you can begin to see changes in the habits you wish to change. The entrance of Google into all of our professional worlds to me is a ‘cue’. It is a moment of choice. A moment to choose how we respond. I believe that how we as independent agents react to this challenge or ‘cue’ will, in large part, determine whether we are able to continue to thrive individually and collectively.

Since 1878

Just as some people see the ‘cue’ of a bad habit and choose not to do anything about it, I believe that to ignore this ‘cue’ would be an opportunity wasted for us to continue the journey to improve ourselves and our agencies. I truly believe that we can choose to see this challenge as an opportunity. An opportunity to continue to demonstrate to all of our customers the value we each bring to the insurance process. An opportunity to help people see that we can be as innovative and solution oriented as Google. An opportunity to show that when it comes down to it, in the most critical events of our customers lives, the impact a strong and personal relationship with their insurance agent is truly what matters most.

The best part is, as with any habit change, it’s easier to do it with others help. That’s where the PIA comes in. One of the main reasons I choose to serve the PIA is I see the difference the organization makes to the members we exist to serve. We exist to be a partner with you in your efforts to be successful. I would strongly encourage you to check out our new and updated “Member Benefits and Resources” webpage (http://www.piaw. org/Member-Benefits/) to see the many different benefits a membership in the PIA provides for you. It would be my hope that you are able to use some of these resources to help you in your choice to respond positively to this challenge.

Our industry has provided us a heritage of people who saw challenges as ‘cues’ and chose to see them as opportunities to change and improve. It is thanks to them that we enjoy a thriving industry today. My challenge to you is to think individually and collectively about how you want to respond to this next one. To think about how you will use this as an opportunity to be even better for those who rely on you the most. The PIA nationally, and here in WI, stands ready to partner with you in your efforts. Together we can continue to build our industry to leave it in a changed, but better place than we found it. Thanks for embracing the challenge and thank you for the opportunity to serve you on your Board!

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MAY 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

Richard E. Adkins, 4902 W. Waters Ave., Ste. 100, Tampa, FL 33634, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of California on a licensing application.

Pauline J. Green, 8 Anders Rd., Greenville, SC 29617, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of equivalent resident state insurance licensure and failing to respond promptly to inquiries from OCI.

Robert J. Berger, 238 W. Divide Ave., Bismarck, ND 58501, had his application for an insurance license denied. This action was taken based on allegations of failing to reinstate Wisconsin licensure before adding additional qualifications and failing to respond promptly to inquiries from OCI.

Rachel A. Greer, 1947 1st Ave., Apt. 101, Grafton, WI 53024, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Robert J. Campbell, 1817 E. Clairemont Ave., Eau Claire, WI 54701, had his application for an insurance license denied.

This action was taken based on allegations of having an administrative action taken by the state of Wisconsin, owing delinquent Wisconsin taxes, and failing to respond promptly to inquiries from OCI. Philip Chaltas, 8121 14th Ave. S., Bloomington, MN 55425, 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. Marquita A. Dailey, 2575 Westside Pkwy., Alpharetta, GA 30004, 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. Jeffrey L. Fuller, 3772 Kentland Dr., Roanoke, VA 24018, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of California on a licensing application.

8 MAY 15

Todd E. Greer, 29777 Telegraph Rd., Ste. 2355, Southfield, MI 48034, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent income taxes and failing to respond promptly to inquiries from OCI. Jacob C. Heytens, 2704 N. 17th St., Superior, WI 54880, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct, having unpaid civil money judgments, and failing to respond promptly to inquiries from OCI. Tresandra A. Hopper, P.O. Box 16862, Charlotte, NC 28297, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct, having an administrative action taken by the state of North Carolina, failing to provide required information on a licensing application, and failing to respond promptly to inquiries from OCI. Shekiera Jackson, 1817 Greymouth Rd., Apt. 201, Charlotte, NC 28262, was issued a restricted insurance license. This action was taken based on allegations of having a criminal [continued on page 10]

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OCI Administrative Actions [continued from page 8] conviction which may be substantially related to insurance marketing type conduct.

Lee T. Johnson, 5190 S. 111th St., Hales Corners, WI 53130, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Robert J. Krummel, 7245 S. 76th St., Ste. 145, Franklin, WI 53132, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Mark A. Lokken, 3300 Business Park Dr., Stevens Point, WI 54482, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jay J. Loop, 3277 Lehner Rd., Dodgeville, WI 53533, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions and charges which may be substantially related to insurance marketing type conduct, failing to disclose information on a licensing application, owing delinquent Wisconsin income and unemployment compensation taxes, having unpaid civil money judgments, misrepresenting insurance contracts and committing insurance fraud, failing to timely report criminal charges and administrative actions to OCI, and failing to respond promptly to inquiries from OCI. Christopher J. Lovald, W351N5305 Road C, Oconomowoc, WI 53066, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support, owing delinquent unemployment tax obligations, and having unpaid civil money judgments.

Erin K. McKee, 106 N. Denton Tap Rd., Ste. 210, Coppell, TX 75019, 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.

Matthew J. Neuhaus, 740 Poplar Way, Verona, WI 53593, had his application for an insurance license denied. This action was taken based on allegations of failing to complete the required fingerprinting/background check, failing to complete the required prelicensing education, and failing to respond promptly to inquiries from OCI. Todd J. Robertson, 5151 E. Guadalupe Rd., Apt. 2110, Phoenix, AZ 85044, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jason P. Tank, 2750 Sunset Ct., Cross Plains, WI 53528, agreed to the issuance of a two-year restricted insurance license.

This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct, having a history of civil money judgments, and failing to timely report a criminal conviction while a licensed agent.

Mary C. Triplett, 5826 W. Scott Ave., Milwaukee, WI 53214, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Robert P. Witt, 5772 Lexington St., McFarland, WI 53558, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Allegations and Actions Against Companies Momentum Insurance Plans, Inc., 2971 Chapel Valley Rd., Madison, WI 53711, agreed to cease and desist utilizing unfiled and uncorrected rates for stand-alone dental insurance policies and agreed to allow a consumer to re-enroll in a dental plan. This action was taken based on allegations of having a rating data correction error that affected a Wisconsin insurance consumer.

Legislative Commitee Insurance Commissioner Ted Nickel (center) paid a visit to the PIA Legislative Committee meeting to update the group on issues at OCI. We thank the Commissioner for taking time from his schedule to meet with PIA. The lighter side of the conversation centered on congratulations to the Commissioners young daughter on her first successful turkey hunt!

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MAY 15 11

Are You

Likeable Enough?

by The AIMS Society

People buy from people they like—it’s an adage we’ve all heard and one repeated at CPIA sessions. One useful tool you might want to consider to better understand how your style relates to your sales prospects is the DiSC behavior model. Of course, the initials stand for the key personality measures that are assessed.

T

he testing organization’s descriptors are as follows:

Dominance: This person places emphasis on accomplishing

likely balk at a request from you to take a personality test, so you’ll need to use past interactions and behavior to pinpoint

results, the bottom line and confidence. During interactions, they can be blunt and want to get straight to the point. People with this personality trait accept challenges and are able to see the big picture.

where you believe each person falls. While every person—

Influence: A person with this personality style appreciates

if you can, consider taking the actual test through the link

the ability to influence or persuade others, openness, and building relationships. They are enthusiastic, optimistic, and like to collaborate. They don’t like being ignored.

Why is personality “profiling” so important? Because under-

including you—is a combination of styles, it is likely one of the DiSC styles will be predominant. Once you have your client list categorized, it’s time to consider yourself as well (and listed above). standing human nature is a huge part of sales success. If your

Steadiness: This type of individual focuses on cooperation,

style aligns with a client, then the interaction is easy. If it

sincerity and dependability. They appreciate a calm manner and calm approach, not wanting to be rushed. Supportive actions and humility are important.

doesn’t, here’s the key: you have to be the one to adapt. This isn’t you being fake; this is you presenting material in a style

Conscientiousness: This personality type emphasizes qual-

sion to choose you as their insurance expert. It’s leading with

ity and accuracy, expertise, and competency. This independent person appreciates objective reasoning and wants all the details. Perhaps that is because they also fear being wrong.

the best parts of you that align with what each client needs.

It’s selling.

Of course, this is a general overview, and more detail can be found at discprofile.com , but it can be an interesting exercise to consider each client and prospect individually to gauge where they might fall in the model. Obviously, a client would

Success” personality profiles for use in hiring, promoting, manag-

12 MAY 15

that makes the client feel secure and confident in their deci-

Want to learn more? The AIMS Society offers "Managing for ing and motivating sales and customer service personnel. Get started by visiting the Personality Profiles <http://www.aimssociety.org/ link asp?org/link.asp?

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MAY 15 13

What you need to know about

Social Media Etiquette

by Margaret Page

L

ike children with a shiny new toy, adults introduced to social media jumped in and started playing: posting personal photos to Facebook, accepting requests for “friendship” from longlost high school pals, and checking into everywhere from the coffee shop to their favorite local eatery. What fun! Suddenly we were getting an inside look into the lives of people we hadn’t connected with in years!

But unlike a new toy, social media didn’t come with any real instructions. We unwrapped it, signed up and off we went, sharing our world with… the world. As more and more people glommed onto this new way of communicating, the seeds of chaos were planted.

14 MAY 15

Rules of Engagement

true on all social media sites. A business colleague should

Without guidelines on how to use social media, disaster is just a tweet away. Many people – and companies -- have found this out the hard way. Embarrassing gaffs, impulsive rants, and misguided comments have ensued.

recognize you from your online picture. Include information

What you post on social media sites is out there forever. The Internet never forgets; a “selfie” posted after a night on the town or a tweet about a colleague can cause more damage than you think. It’s dangerous to assume privacy settings protect you. Even if you’ve locked down your Facebook page, once it’s posted to the web you can guarantee someone who is not directly connected to you will find it. All it takes is for one of your friends to share it with their friends.

basic contact information updated and link to your other

And what you say CAN and WILL be held against you! Your future boss, clients, partners, voters and vendor are watching.

A good rule of thumb, whether you are engaging on social media for personal or in business is this: “If you wouldn’t say it loudly, in front of your mother (or boss!), you shouldn’t post it online—anywhere!”

With so many companies supporting BYOD, it’s more important than ever that a clear social media policy is in place for employees. Your employees are representatives of your brand, and in business, perception is everything. To protect yourself from the embarrassment of a social media faux pas, create a policy that clearly states what you expect from your employees when it comes to social media use. Set clear boundaries, especially for those who are part of your brand building process.

Do I Know You?

about yourself. Your social media profiles are the equivalent of your business card, so be sure you keep it updated as your professional information changes. Always keep your professional profiles.

Introduce yourself. Want people to get a sense for who you are? Post interesting, value-added content on your social media accounts to showcase your professional expertise.

This is especially true with LinkedIn; when you update your status with useful information, you’re building trust among your network – opening doors for introductions to new connections.

Be authentic. Just like in real life, no one wants to connect with “that guy.” You know the one: the guy in the sleazy suit who spends his time schmoozing. One of the biggest mistakes people make when connecting on LinkedIn or Facebook is not personalizing the message in the invitation. Swap out the default message with something like “George. I really enjoy your blog at xblog.com. The leadership content you share is so valuable. I’d like to add you to my professional network and get to know more about your business.” This will let the recipient know how you found them and why you want to connect. In turn, they will know that you aren’t connection for the sake of just adding to their numbers.

Listen. Building connections through social media isn’t just about pushing out content on this network or that. If you’re

In this world of connectivity, how connected are we really?

Has the word “connected” lost its meaning? With our ability to connect to anyone, anytime, anywhere through social media, the term “connected” has been watered down. Think about how many of the generic “I’d like to add you to my professional network on LinkedIn” invitations to connect you receive each month. Very few of them are from people you have truly “connected” with outside of social media. It feels a little like “the person with the most fans and followers” wins.

But do they, really?

not taking time to listen and engage with influential people

Before there was LinkedIn, you wouldn’t dream of asking a new acquaintance to buy something from you just minutes after you met. And, you certainly wouldn’t show up at a networking event in yesterday’s outfit. Just like offline networking, building relationships online, follows the same basic etiquette rules.

Margaret Page is a recognized etiquette expert, speaker and coach,

Here are a few to keep in mind:

Twitter and Facebook or sign up for her Etiquette blog or Etiquette

Be professional. On Twitter, don’t be the egg; post a

Edge Newsletter. To contact Margaret, please visit her website at

professional photo of yourself on your profile. This holds

http://etiquettepage.com/, or call 604 880 8002.

(the ones you are hoping to connect with), you’re missing an opportunity. Choose a handful of key people you want to build a business relationship with, read what they are posting, and where there is an opportunity for you to add value—jump in!

Whether you are connecting with people in the online world, or at a dinner party, knowing how to present yourself in a positive way is the same. Think before you speak translates to “think before you tweet.”

who helps people and organizations be more professional. She is the author of The Power of Polite, Blueprint for Success and Cognito Cards — Wisdom for Dining & Social Etiquette. She is the founder and CEO of Etiquette Page Enterprises, a leading Western Canadian training organization. To learn more about Margaret follow her on

MAY 15 15

How Do You Handle

Rejections?

by Curtis M. Pearsall

Every day, agencies provide prospects and customers with proposals on coverages addressing a multitude of exposures. Some proposals are provided at the anniversary of the customer’s insurance program, while others occur during the policy year, more of a mid-term situation.

While it would be nice if the customer bought coverages that were proposed, unfortunately, that is not the norm. Quite possibly, the customer does not see the need for the coverage or the premium could be an issue. Since customers will probably reject certain elements of a proposal, the degree to which the agency has documentation of the rejection is a key element in the event of an uncovered claim.

Good, but not enough Most agencies have an expectation for handling the issue of rejected coverages. Yet, this could mean that one producer at your agency handles it one way and another producer at your agency handles it differently. This potential lack of consistency can lead to problems. It is important that the agency staff recognizes that if there is an uncovered claim, it is possible that the customer will take a strong position that it was his or her understanding a specific coverage was requested, not rejected. It will now be up to the agency producer to provide some element of proof that the coverage was, in fact, rejected.

It might not be enough if your proof solely involves the documentation you have in your agency management system detailing the discussion between the agency producer and the client. While it’s better than nothing, the potential inadequacy of this approach is that the documentation in the file is your agency’s recollection of the conversation. The customer may allege that he or she had an entirely different understanding of the conversation.

One often-applied approach is for the customer to sign the proposal acknowledging which coverages he or she desired and which coverages he or she rejected. If that is your agency’s procedure, how confident are you it is being applied consistently? If there is not a notation next to a specific type of coverage (cyber insurance, for example), will the courts construe this “lack of a signature” as an indication that the coverage was requested, not rejected? Moreover, what about those situations where the proposal was not personally delivered and the rejection of coverage was provided verbally?

What proof will you be able to provide? While the agency can ask the customer to send them an e-mail detailing the conversation, many agencies have become increasingly frustrated by customers’ delays in honoring these requests.

Written confirmation The suggested approach for those situations where a customer does not purchase all of the proposed or suggested coverages is to provide that customer with some element of written confirmation of his or her decision. A variety of approaches can be undertaken. A vital element is that the written confirmation should be sent electronically or delivered without delay. Losses have occurred shortly after the binding of coverage and prior to actual policies being delivered, so it is not suggested to wait until policy delivery to review what coverages were bound and which were rejected.

16 MAY 15

The essence of this approach is for the agency to confirm its understanding of the customer’s final decision, essentially requiring the customer to advise if this information was not correct. This will help heighten the agency’s desire for the customer to be accountable for his or her buying decision.

A solid defense Agents will often provide a copy of the proposal (manually or electronically) noting what was purchased and what was not.

If the customer “wants to think about it,” the documentation on the proposal should note “no coverage bound at this time.” A common and effective approach is for the agency to send a “thank-you letter” to the customer that includes the necessary detail/decision on each coverage proposed. This serves two purposes: the agency is thanking the customer for the business and it memorializes the various details. Imagine if an uncovered loss occurred and the customer alleged that he or she thought coverage had been ordered. A detailed written document would provide solid defense for the agency.

While the previously mentioned scenarios involved a new business or renewal meeting, the same approach can be used when the customer makes a mid-term request for different limits or additional coverages. When the agency provides the proposal, the proposal should state that “no coverage is bound at this time” or include clear instructions detailing what is needed to put coverage into effect. If and when the customer rejects the proposed coverage, the agency should provide detailed documentation of the discussion, the decision and the date.

A duty Since it is not possible to pinpoint exactly which agency file will be the next one to have a loss, it is paramount for the agency to have standards and expectations on how the declination/rejection of coverages will be handled. Ensuring that these standards and expectations are consistently applied is equally important. This is where the auditing of files can bear tremendous benefit. While producers have a responsibility to sell, they also have a duty to ensure that the agency has a solid defense if something happens that results in errors-andomissions litigation.

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

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Remissed

Connections The Importance of Traditional Follow Up

in a Non-Traditional Business World

by Russell Trahan

Bryan walked into his office and flipped on the lights. It had been one month since his presentation and proposal submission to an industry-leading executive team, and that morning was to be the date of their decision on whether to retain his firm. A look to the phone—no blinking light signifying a voicemail. A scroll through his Outlook inbox—nothing. Securing this contract was to be a pivotal moment in his career, and sure to be the determining factor in his upward trajectory in his office.

T

he minutes turned to hours and no word, and the slight anxiety became increasingly worrisome. Bryan had covered his bases and kept in touch; just last week he engaged in some brief social media banter with the team’s CFO. Simple enough to maintain an air of informality and ensure the lines of communication remained open.

His inbox dinged: it was the company’s CFO. “Bryan, we appreciate your proposal submission, but we have decided to go in another direction. We require more consistent interaction from our business partners, and while we scheduled today to finalize our decision, we had yet to hear from you in the interim. We wish you the best of luck.”

The email hit him like a freight train. He had avoided a formal follow-up process in fear of seeming overeager or pressuring his prospect, but had maintained casual connections 18 MAY 15

through his LinkedIn and Facebook accounts just to keep his name top-of-mind. While Bryan assumed the company would appreciate his distance while they were in the process of making their decision, it actually became the nail in his corporate coffin. They were awaiting his traditional methods of follow up, and his lack of correspondence instead conveyed that he was not the right man for the job.

In an ever-expanding digital business landscape, Bryan’s story is all too familiar. Many working professionals are exchanging established means of follow up, such as phone calls and face-to-face meetings, for quick messages over social media or email, and it is impacting their business relationships and bottom-lines. They sacrifice professional courtesy in an attempt to appear casual, and regardless of the many ways we can now communicate, when it comes to follow up, the best practices are the traditional practices.

Social Media is for Building Business Connections—Not Maintaining Them Have you encountered a friend or relative that limits all contact with you to digital convenience? That one person who never fails to have a comment reserved for your timeline or feed, but you cannot recall the last time you actually spoke?

These individuals also exist in the business realm, and they’ve attempted to streamline their communication with an overkilllevel reliance on their social media accounts. It’s not just a bad business practice—it’s bad overall form. Social media can prove invaluable when creating connections, but maintaining them—as is the objective when conducting follow-up on a potential deal—should always be reserved for traditional modes of correspondence. Anything less borders on lazy and unprofessional.

Avoid the “Are We There Yet?” Once you’ve curbed your inclination for social media-centric follow up, there are parameters that should be adhered to when following up with leads. The first—and most important—is to establish an agenda when touching base with your prospects, and ensuring that each subsequent call or meeting occurs under the umbrella of providing new information.

There should be a concrete reason for picking up that phone, and a distinct benefit to the individual on the other end of it.

Set Your Calendar and Stick to It The genesis of the business salesperson always harkens to a time when a man in a pork-pie hat would knock on door after door after door selling vacuums—the quintessential cold-call.

There is now a palpable aversion to following up with established sales leads in favor of “keeping things casual.”

This only leads to one thing: missed opportunity. Let your calendar hold you accountable. Prior to the end of a meeting or call, be sure to pencil-in an appropriate time to follow up with your prospect, and stick to the date on the calendar. Keeping things casual may maintain pride, but it does not promote sales.

He was remiss with his follow up practices, and because of that, Bryan lost out on an important deal for his company, and for his professional growth. Lessons are often learned through unintended or unwanted consequences, and his silver lining exists in that going forward, Bryan will make sure to devote a large amount of energy and attention to the manner in which he follows up with prospective clients.

Russell Trahan is President of PR/PR, a boutique public relations agency specializing in positioning clients in front of their target audience in print and online. PR/PR represents experts of all kinds who are seeking national exposure for their business or organization.

Russell and PR/PR will raise your business’ awareness in the eyes of your clients and customers. For more information, please visit www. prpr.net or email AdminAgent@prpr.net for a free consultation.

Any parent can describe road-trip trials and tribulations, and many of them will describe the maddening, constant cries of “Are we there yet?” from the back seat. That same irritated feeling occurs with continuous follow-up calls. There is a distinct difference between being attentive and being annoying— learn it, because your potential client is already well-aware.

Two to Tango Bouncing off of avoiding impulses to flood your prospect with phone calls, you should actually give them the freedom to lead the interactions a bit. Allow them to dictate the follow-up flow by inquiring into their timeline and preference for the next call or meeting, and set a date.

Whether your next meeting is two weeks or two months away, your sales prospect has provided an appropriate date and time for your next meeting to occur. The onus is now on you to stick to the plan and pick-up the phone.

BETTER NOT RETALIATE Abraham Lincoln, according to one of the many stories told about him, was once asked about a member of his Cabinet who had sharply criticized him. "What do you have to say about that?" demanded the questioner, hoping to spark a conflict.

Lincoln replied: "I have great respect for that man. If he has concerns about me, there must be some truth to it." Not only did Lincoln effectively deflect the criticism, he won the greater respect of his friends and foes for being willing to consider other viewpoints. In other words, sometimes you win by not fighting back.

MAY 15 19

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Keep your book Remain a trusted advisor to your clients to give them peace of mind Continue working until you decide to retire Find the right buyer for your book within Robertson Ryan to maximize your return Be in the 30% that have a plan

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

20 MAY 15

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MAY 15 21

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

PERSONAL LINES

COMMERCIAL CASUALTY

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

Commercial Casualty July 21-23, 2015 920-733-8000 $102 single room rate through 6/22/15 includes breakfast.

EAA is this week, make your reservations early!

• PERSONAL RESIDENTIAL COVERAGES

JoAnn Clarke, CIC, CRM, CISR, CSRM, CPCU, ARM, AAI, CPIW, ARe • PERSONAL AUTOMOBILE COVERAGES • RENTAL CAR COVERAGE

Russell Deaton, CIC

• COMMERCIAL GENERAL LIABILITY • aDDITIONAL INSUREDS Jean Sundlof, CIC

• workers compensation John Dismukes, CIC, CPCU, AAI, AIS • BUSINESS AUTOMOBILE COVERAGES • EXCESS LIABILITY/COMMERCIAL UMBRELLA COVERAGES • COMMERCIAL CASUALTY CASE STUDY Davis Pauly, CIC, CPCU, ARM

• FLOOD • PERSONAL UMBRELLA/EXCESS COVERAGES

John Dismukes, CIC, CPCU, AAI, AIS

WI CE Course # 69299

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Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

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

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

Attention CICs!

Exciting update options; they fill up quickly.

CIC Ruble Seminars 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

Stand out from the rest when you start a blog!

So you're going to join the hundreds of thousands of blogs on the Internet? Don't be intimidated, just realistic.

Your chances of building a following increase if you take the right approach: • Post consistently. This is common advice, but still true. If you don't post often, people won't come back to your site often. You don't have to be brilliant or witty every day, but you should have something new up two or three days every week.

• Listen. Don't just shout into the Internet. Read blogs related to your subject to see what people respond to. Pay attention to you readers—when they ask questions or make comments, respond to them promptly.

This encourages everyone to check back for updates and fresh articles.

• Be willing to make mistakes. Nobody expects perfection. Try to get your facts right, of course, but don't obsess over them or you'll never get anything posted. It's more important to get content out on your blog for people to see. Correct it if necessary, and then move on.

22 MAY 15

education

Choose 5 of 9 to improve your 9 to 5.

CISR EDUCATION FOR INSURANCE & RISK MANAGEMENT PROFESSIONALS

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

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

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

Attention Utica E&O Policy Holders: The following PIAW education classes are approved for Utica’s premium discount.

Please contact Darcy at PIA for details.

1-800-261-7429 or dbrown@piaw.org • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • PIAW Ethics and E&O Seminars

www.piaw.org

1-800-261-7429

• PIAW Conducted In-House Seminars

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

MAY 15 23

education

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

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69332

INSURING COMMERCIAL PROPERTY Commercial property insurance is one of your business customers’ greatest concerns. You’ll improve your cross-selling abilities with up-to-date knowledge of commercial property coverage, and reduce E&O exposures. This course gives you the skills to address these issues with greater ease and confidence.

• Fundamentals of Commercial Property Insurance • Building and Personal Property Coverage Form • Causes of Loss Forms • Basics of Time Element Insurance

June 3 • Green Bay June 4 • Madison

• Basics of Commercial Inland Marine Insurance

CLASS SCHEDULE Course Instructor Patti Gardner CIC, CRM, CPCU ACUITY

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

E-MAIL STILL OUTPACES ONLINE NETWORKING Internet users spend about 4.6 hours a week on social networking a survey from global market research firm TNS reports, but e-mail is what they use the Internet for most often. The survey found that users spend about 72 percent of their time every week reading and sending e-mails, which accounts for about 4.4 hours of activity.

Checking their Facebook and LinkedIn profiles and related activities takes up about 46 percent of their weekly time. Almost 75 percent say they check their e-mail every day, but fewer than half visit their social networking sites as frequently.

24

MAY 15

education

A Memo: From FEMA’s FloodSmart Program Are your clients FloodSmart for the Warm Weather?

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

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

In addition to heavy spring rains, melting snow can cause flooding this time of year. The runoff can cause streams, rivers, and lakes to overflow and flood nearby homes and businesses. Talk to your clients about their spring flood risks and ensure they’re covered for flood damage. Remember: typically there is a 30-day waiting period before flood insurance goes into effect, so there is no time to delay.

Agents.FloodSmart.gov has many tools and resources to help you have the flood talk with your clients. Using the free Flood Risk Scenarios tool, you can show your clients detailed situations in which a flood can occur. For example, the snowmelt scenario illustrates how a home exposed to heavy snowfall can experience a slow flood that could last for a week or more once the snow begins to melt.

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

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

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

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

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

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

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

Contact PIA of Wisconsin today!

1-800-261-7429 • www.piaw.org

MAY 15 25

education

Each Approved approvedfor for2*3 or WI3CE Live.

NoNo Test.

NoNo proctor.

Each WI Credits.

CE Credits.

Live.

Test.

Proctor.

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

Ethics is offered each month.

•

Annuities: Turning Assets Into Income

•

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

•

CHAOS: Contracts, Hold Harmless, Additional Insureds and More

•

Contractors: Insuring the Liability Exposures

•

Contractors: Insuring the Property Exposures

•

Current Issues in Health Insurance

•

Cyber Master: Recognizing and Insuring Digital Assets and Electronic Risk

•

Ethics for Insurance Professionals (Ethics CE and Utica approved)

•

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

•

Food Borne Illness and Insurance Coverage

•

Get in the Ring: Property Claims, Fights and Decisions

•

Group Insurance and Pensions

•

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

•

Life Insurance Concepts for the P&C Agent

•

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

•

Personal Lines Complications: Because Simple is Just Too Darn Easy

•

Personal Lines Problems & Pitfalls *2

•

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

•

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

•

The Ever-Evolving Affordable Care Act

•

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

•

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

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

26 MAY 15

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

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

Open to Anyone & Everyone !

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

• • •

www.piaw.org

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

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

Over 20 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

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

education

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

Through a new partnership with Vertafore, PIAW is offering FREE access to Sircon online licensing and continuing education management services.

Login to: www.piaw.org and get started today!

USING SIRCON SERVICES, YOU CAN: • APPLY FOR A LICENSE • RENEW YOUR LICENSE • LOOK UP AVAILABLE COURSES • CHECK LICENSE RENEWAL STATUS • CHECK LICENSE APPLICATION STATUS • REQUEST A LETTER OF CERTIFICATION CERTIFI • UPDATE YOUR NAME OR ADDRESS • FIND YOUR LICENSE NUMBER/NPN • CHECK YOUR STATUS WITH A STATE • MAINTAIN YOUR FIRM ASSOCIATION • UPDATE YOUR ADDRESS • UPDATE YOUR EMAIL ADDRESS • PRINT YOUR LICENSE © 2011 Vertafore, Inc. Vertafore, the Vertafore logo and design, Unleash your potential, and the Vertafore trademarks listed are owned by Vertafore, Inc.

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.

28 MAY 15

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

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

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

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

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

The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

CPIA 1 - Position for Success WI CE Course # 65338

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

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

CPIA 1 – May 26, 2015 Radisson Green Bay

CPIA 2 - Implement for Success WI CE Course # 65340

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

CPIA 2 – May 27, 2015 Kelmann Restoration Wauwatosa

CPIA 3 - Sustain Success WI CE Course # 65339

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, 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.

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

Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee Per Seminar: Includes Seminar Materials, Coffee a.m. & Soda p.m.  PIAW Member $155.00  Non Member $190.00 Register at www.piaw.org or call PIA at 1-800-261-7429 MAY 15 29

education

STAND OUT! Set yourself apart with the CPIA designation.

Does Your Agency perform the

A

Mirror Test?

sk virtually any agents’ errors-and-omissions carrier what it sees as its biggest issue/cause for concern and “replacement of coverage” will likely be in the top 3. After all, how often does an agency replace coverage for a client, moving the coverage from Company A to Company B? It occurs many times in a week, or possibly in any given day, at most agencies.

Many insurance clients carefully watch their insurance costs.

At some point, they will express concern about the cost or, at a minimum, advise your agency that they believe they are paying too much for their insurance, adding that they might get coverage cheaper elsewhere. Fearful of losing the account, your agency might remarket the account to several of your other carriers. When you present the “new” proposals to your client reflecting the lower premium, it is possible he or she will focus strictly on the opportunity to save money.

However, there’s an important question to answer: Is the premium lower because the coverage is less?

Note the differences The key issue as you look to move the account from Company A to Company B is the possibility that the coverage with Company B is not as broad as Company A. If so, are the differences – more so the reductions – being brought to the client’s attention and his or her signoff secured? The courts often refer to this as the “Mirror Test.” Attorneys could argue that failure to advise the client of the differences would lead the client to believe the coverages were at least the same.

Think back over the last several years. Chances are your agency had some clients, personal and commercial, who were adamant in wanting some premium relief. Ask most agency staff when was the last time they moved an account and they will probably say “yesterday” or “this morning.” It definitely happens with some frequency. In addition, from time to time your agency may need to move an account from the standard to the E&S market.

What could happen? Presume you move the account to another carrier where the coverage is not as broad in some areas. The client subsequently suffers a loss that would have been covered by Company A, but is not covered or not fully covered by Company B. If this happens, in all likelihood the client will question your agency about why the coverage was moved. The client will probably say that he or she wanted to save money, but was not looking to give up coverage. Bottom line, the client may take the position that he or she never would have approved you moving the account if he or she was aware coverage was being given up.

There are several areas of possible difference. The more common include sub-limits, the actual coverage grant, 30 MAY 15

by Curtis M. Pearsall

specific endorsements, definitions for areas such as “who is an insured,” what is excluded on one policy compared to another, and the carrier’s financial rating. In E&O policies, the scope of the covered professional services can vary greatly from one carrier to another. There have been E&O claims where the “retro-date” on the claims-made form was advanced, resulting in no prior-acts coverage.

The best approach The best approach is to take all the carriers you are considering and put the details on a spreadsheet, noting the various pertinent issues. This will take time, but it will be time well spent. On the spreadsheet, it is crucial to note the differences because simply moving the account and not advising the client of the differences could cause a problem down the road. Some agencies share this spreadsheet with the client and bring to his or her attention the detail the client needs to know. Most importantly, the client sees the differences and can make an educated decision. At a minimum, the reductions between the expiring policy and the other carriers you are considering should be brought to the client’s attention.

When the client has made his or her final decision, secure the client’s signature noting which decision was made. This documentation will be vital if a claim occurs and your client finds out he or she didn’t have the coverage the client thought. While your client may chose the lower price with the lesser coverage, your agency should have a defense should a problem occur if the client’s decision is in writing.

Based on market conditions, from time to time agencies will find it necessary to move coverage from the standard market to the excess-and-surplus-lines market. In these situations, the differences can be significant. This issue is further compounded by the fact that it is probable the wholesaler is not providing all of the coverage that was requested. Therefore, be sure to review the E&S proposal, comparing it to the prior policy and to the coverages requested. Identifying the differences is up to your agency to uncover.

A great way Perform the necessary comparison when coverage is switched for a client from one carrier to another. This involves identifying the differences, bringing those differences to the client’s attention and getting his or her written sign off. This is a great way to keep this issue from becoming a potential E&O problem in your agency.

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



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)

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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

MAY 15 31

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MAY 15 33

Making Selling Easier

Self Marketing

The Salesperson's Other Job

by John Graham

Even highly experienced and successful salespeople can have a blind spot. So intent on what they want to accomplish, it’s easy to ignore how others view them. And it isn’t always complimentary. “Oh, don’t take Sally seriously. Just remember that she’s in sales.” This is one reason why year-after-year salespeople find themselves on the bottom rung of the public’s trust ladder.

G

oing into sales can be like having three strikes hanging over your head everyday: instant distrust, not being taken seriously, and getting more rejections than you deserve.

What’s amazing is that so many stay in the field even when few gain significant success.

To cope with these negatives, salespeople have another “other job” and that’s marketing themselves more effectively. Here’s how to go about it:

1. Define yourself. Cultivating how others perceive them should be the #1 priority for sales professionals. With everything instantaneous, including the way others see them, there are no second chances. No one takes time to figure them out or has time to make an effort to get an accurate picture of what they’re all about.

connect with prospects and to let customers know why it’s in their best interest to work with you.

3. Being on time. It may seem like a minor, relatively unimportant, or overly compulsive issue, but being on time is a performance benchmark. Having a reputation for being late sticks; it doesn’t go away. “Don’t give that assignment to him,” the manager said. “He never meets deadlines.”

Anyone in sales who wants to show customers that they are dependable, reliable, and can be counted on, being on time sends the message, a characteristic that has immense value in business.

4. Not talking about yourself. Some salespeople just

The salesperson’s “other job” starts with identifying those characteristics customers value and respond to positively, as well as those that bothers them and cause them to look for someone else.

can’t resist trying to impress prospects and customers by interjecting themselves (and often their customers) into the conversation. It’s easy to forget that those we speak with are interested in overcoming their problems, having their needs met, and pursuing their opportunities, not listening to a salesperson “stories”.

When salespeople ignore defining themselves, others will do it for them — and chances are the results will not be what they want.

It’s your solutions, not your “war stories” that get your customers’ attention. When you give them what they need, they’ll be quick to tell others what you have done for them.

2. Share what you know. Having the right selling skills is basic, but salespeople often ignore the critical role knowledge plays in attracting customers and closing sales.

Today’s customers look for evidence that a salespeople possesses the level of expertise they expect from those they work with.

5. Develop a give-and-take style. What today’s custom-

One of the most effective ways to demonstrate competence in a digital world is blogging. Whether it’s making your ideas, experience and knowledge available by email, on your website, in industry publications or posting on LinkedIn, sharing what you know is an excellent way to

What this takes is a “give-and-take” style that focuses on what customers are thinking about and wrestling with mentally. It isn’t just a matter of having the right information; it’s more about having an understanding of what’s involved in making a purchase, whether it’s a large item

34 MAY 15

ers are looking for in a salesperson is dialogue, not a sales pitch. They want someone who takes time to interact with them, answering questions, and, most of all, being patient.

Customers want to make the best possible decisions, not live with regrets.

like a car, an intangible such as insurance, or something as seemingly ordinary as a pair of jeans.

6. Take ownership of communication. Here are two examples of salespeople who do it right. The first is the only auto salesperson I remember clearly. He made sure I didn’t forget him by sending along a homey email newsletter that was a fun read.

The other one is a life insurance agent who knows the value of communicating with his clients. In one email he said, “Congratulations for your dutiful attention in making the yearly premium payments, which are guaranteed to continue at the same rate….” It went on to point out how the policy accumulates cash values during the owner’s lifetime. It was a welcome reminder of why buying the policy was a prudent decision that deserved careful attention.

Both salespeople took ownership of their communication.

Neither expected someone else to do it for them. Both recognized that the customers are theirs, and communicating with them is a key to their continued success.

7. Do the best thing. Eric Zelermyer, a senior iOS developer at Resy Network in New York, points out in his “Why You Are Not Steve Jobs” article what made Jobs an icon. It was

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a “relentless devotion to minute improvements in product design [that] engendered, over time, the emotional attachment of many millions of so-called ‘fanboys’.”

Apple under Steve Jobs “consistently placed the improvement of their products over easy temptations of short-term profit,” says Zelermyer. More than once, he pushed the company to the brink of bankruptcy rather than compromise this principle. For Steve Jobs the focus was never on the product as such; it was always on the user experience. He went far beyond simply doing the right thing. It was all about doing the best thing.

It’s the same for salespeople and it results in what Apple has proven to be the Holy Grail of sales: not just fanboys, but customers for life.

All of which suggests that salespeople would do well to recognize what customers are looking for today. Transparency and authenticity is what “clicks” with them. Building that sense of trust is the salesperson’s “other job”.

John Graham of GrahamComm is a marketing and sales consultant 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.

classified ad ATTENTION INSURANCE PROFESSIONAL

Agency Buy-In Opportunity

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

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

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

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

MAY 15 35

36 MAY 15

â&#x20AC;&#x201D; F LS â&#x20AC;&#x201D; Congressional Visits

Wisconsin was well represented at the PIA National Federal Legislative Summit in Washington. Here Dennis Kuhnke (L), Carrie Cordova, Jeff Glass, Rick Clements, Jeremy Cordova and John Klinzing discuss the issues with a staffer for a Congressman on Capitol Hill.

PIAW President LouAnn Herriges (L), Jodi Cordes, Congressman Glenn Grothman, Ron Von Haden and Brian MacGillis are seen here sharing a few moments outside the Congressmans office on Capitol Hill in Washington.

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.

MAY 15 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

DIRECTORS

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

Mr. 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. 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

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

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

26

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

27

CPIA2 – IMPLEMENT FOR SUCCESS Wauwatosa (7 WI CE)

28

CPIA3 – SUSTAIN FOR SUCCESS Madison (7 WI CE)

June 2015

3, 4

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

16

CISR PERSONAL RESIDENTIAL Wausau (7 WI CE)

17-19

CIC PERSONAL LINES Rothschild (20 WI CE)

21-23

CIC COMMERCIAL CASUALTY Appleton (20 WI CE)

5

YPC 12 th Annual Golf Outing Wisconsin Dells

5-7

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

18, 19

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

26

CRM PRINCIPLES OF RISK MANAGEMENT Milwaukee (20 WI CE, 1 of 20 is Ethics))

22

HOT TOPIC / WILLIAM T.HOLD SEMINAR Brookfield (7 WI CE, 3 are Ethics)

23

CIC AGENCY MANAGEMENT INSTITUTE Milwaukee (20 WI CE, 4 are Ethics)

August 2015

May 2015

20, 21

July 2015

FULL!

September 2015

Coming Events

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

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

Mr. Brian MacGillis, CPIA Treasurer MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004 brian@macgillisinsurance.com

38 MAY 15

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

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MAY 15 39

6401 Odana Road Madison, WI 53719 Change Service Requested

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

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

Primary Contact Information:

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

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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

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Card No._________________________________________________________ Exp. Date_________________________________________________________ Name as it appears on card:__________________________________________________ Billing address if different from above: __________________________________________________________________ __________________________________________________________________ Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provisions of the Internal Revenue Code as a business expense.