November 2015 Wisconsin Professional Agent

professional agent NOVEMBER | 2015

What’s Inside?

Insurance is a Contract.... 12 Never Stop Learning......... 16 Education Section.............. 18 (see yellow tab pages) New CIC's/CISRs............... 21 Build a Powerful Online.... 26 Presence Liability Coverage.............. 28 No Wonder They................ 30 Can/Can't Sell Personal/Professional....... 32 Balance

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

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 2 NOVEMBER 15 SIAAJL16312.indd 1

7/9/14 9:15 AM

From the

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

What Keeps Americans Up At Night . . .

Could Help Your Business A recent report stated a Consumer Risk Index listed 7 top concerns of consumers today* • Financial security • Personal privacy and ID theft • Cyber related risks • Personal safety • Extreme weather • Transportation and travel safety • Food safety Not surprisingly, these are all topics that have made news headlines across the country.

Many industries get negatively affected by bad news. For example, the real estate industry is immediately affected by an economic downturn, rising interest rates, company layoffs etc. And how about those that are in the lime light of public media due to bad decision of a few, i.e. law enforcement personnel, corporate corruption, industrial accidents (oil spills) etc.? That not only hurts their industry and their members but makes it harder to convince new people to consider entering the business.

The insurance industry is known to be a source of security during difficult times. As an insurance agent you can step in to take away some of the concerns and fears faster than small town gossip. While you can’t eliminate them, you can mitigate some of their risks.

Insurance companies offer us the tools to provide peace of mind. There are many coverages available today that were not available a few short years ago. Most insurance companies today offer ID Theft coverage. There are coverages for health and life, damage from weather, disasters and floods.

Travel insurance could be added to your arsenal. For your business clients there is Cyber Liability and Data Breach coverage, Food Contamination and Spoilage and the list goes on.

And guess what? All the anxiety consumers are having is causing them to take steps to address these issues. More than ever before consumers today are looking for peace of mind. According to a recent study 72 per cent of consumers are reviewing their insurance for auto and homeowners.

Are you addressing their concerns and getting the message out that you can help?

If we educate our clients and provide solutions on these and other concerns they have we will not only survive as an industry but thrive as professionals.

It is more important than ever for our industry, agencies and association to show that we are true professionals in our business and are in the people helping people business! The PIA can and will help you do this.

We can be proud to show the next generation what a noble career insurance is. We can be proud to say “I am PIA”. *PropertyCasualty360 newsletter October 2015 and Travelers Insurance Survey

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 NOVEMBER 15 3

Memos from

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

The PIA Partnership In August, PIA National and launched the newest Partnership project: “Small Business Insurance & The Internet — The Voice of the Commercial Lines Customer.” What is this project? In light of the entry of some direct writers into the small commercial lines insurance space, PIA and our carrier partners of The PIA Partnership have conducted nationwide research about the insurance buying preferences of small business owners. The research is encouraging, in that it found that small business owners’ strongly prefer independent insurance agents as they make choices in today’s online world.

However, the results also serve as a wake-up call that agents must take steps to continue to demonstrate their value and also be more engaged online. The PIA Partnership’s newest project will help agents understand PIA’s findings while providing them with strategies and tools to help them stay ahead of online competition in commercial lines.

The research project included qualitative focus group research, involving business owners and insurance decision-makers, conducted in multiple cities by research consulting firm The Pert Group; and quantitative research involving an online panel provided by Survey Sampling International, LLC (SSI), consisting of a random national sampling of 1,000 Small Business Owners (SBO) with companies of 50 employees or less.

The Results – The Agents are the Clear Choice!

The research by PIA and The PIA Partnership also defined the evolution of customer expectations when it comes to their insurance in today’s online business environment. This presents new opportunities for independent agents in how they reach and serve their customers.

The research found that choosing a Professional Independent Insurance Agent continues to be the clear preference for small business insurance decision-makers.

The attributes that are most important to small businesses when it comes to their insurance are those offered by independent agents. These include: • Belief in the person or company • Having a person who understands my business • Quick service response • Personal attention • Providing me with confidence that I am making the right insurance decisions The research found that just as agents have adapted to change in the past, that adaptability is being called for again today as SBOs and decision-makers routinely use the Internet for 4 NOVEMBER 15

shopping, evaluating and improving the efficiency with which they communicate, gain and share information.

The changes taking place in the marketplace provide an excellent opportunity for independent agents to increase their dominance in the CL market, but the one thing that is not an option for independent agents is inaction.

Among other findings: • In order to be competitive, independent agents must have a full, credible online presence.

• Small business owners most value agents with professional, industry-specific knowledge.

• Most small business owners who shop insurance online still lack confidence in themselves to make ideal insurance choices, and they want help.

• Agents need to sell their value. Without more frequent demonstration of value, alternatives like bypassing the agent by going online will encroach further.

The research showed that even when the insurance process starts online, small business owners still want to depend on an agent to check and confirm, as well as validate and question assumptions. They overwhelmingly prefer such personal contact throughout the transaction.

Detailed research results, along with agent-specific recommendations and tools developed through this research, are being provided to all members of PIA nationwide by The PIA Partnership.

This project is a follow-up to The PIA Partnership’s “Voice of the Customer—Personal Lines,” an extensive nationwide survey of personal lines insurance customers. It also clearly showed that consumers want what professional insurance agents offer: expert advice and counsel, personalized attention and interaction, the ability to offer comprehensive protection to meet individual needs and excellent “relationship-based” customer service.

The PIA Partnership, originally established as the Company Council of Executive Officers (CCEO) in 1996, is a group of insurance companies that work collaboratively with PIA National to conduct research and develop tools and resources designed to benefit professional independent insurance agents.

For more information, go to PIA National’s website at www.pianet. org and click on The PIA Partnership in the upper right.

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NOVEMBER 15 5

From the

Boardroom John Klinzing, CIC — Director, PIA of Wisconsin

Season Of Change As I sat and pondered on what to write about for this month’s article, my thoughts turned to the beautiful fall colors and the cooler temperatures that are now upon us. Feeling the change in the seasons, a lot of us like myself find ourselves in the outdoors. It could be a walk down a nature trail, an ATV ride, a day on the lake or sit in the tree stand. Being a person who likes to fish, hunt and take the opportunity to be outdoors whenever the chance allows, my thoughts drifted back to the days I first started fishing and hunting.

name your own price tool, bundle your insurance and save”, along with many more. Direct advertising like this is not the Independent Agency method. The 8 hour CPIA1 class is guaranteed to show agencies and producers how easy it is to get new suspects to respond to their message. At that point they become prospects. It looks at the agency’s current advertising, web pages, business cards and marketing program and helps them develop a more successful program consistent with today’s consumer wishes.

Like most of us, my teacher and mentor was my father in those beginning days. My dad shared the same love of the outdoors as I do, and made it a point to spend as much time with us as he could in teaching the skills to be good hunters, fisherman and stewards of natural resources. In those early days of learning, I can remember listening intently to every word by the more experienced outdoorsman. Like a sponge, you absorbed the stories and tales told at fish camp or around the table at deer camp. You couldn’t wait to get up the next morning and head to the woods or the lake for another day of practice and learning. As time passed, I would continue to hone my skills by surrounding myself with those whom knew more than I about the craft. I would hire professional guides, go to seminars and spend as much time as I could in the outdoors. The experiences of those days and times past have continued to help me to be a better fisherman and outdoorsman today!

CPIA 2 is Sales Skills. It was developed to help agents recognize the 5 different buying styles and to teach agents how to sell to each style. Its DISC section helps producers recognize specific personality traits and dramatically improves their ability to “close” the sale professionally without being arrogant or overly aggressive. Once marketing has identified the suspects, the agency wants to go after and lead them to the agency as a qualified prospect. It is sales skills that change that prospect to a customer. An insurance relationship is sold, not purchased.

There’s an old saying by a wiser person than I that it say’s it all. “Give a man a fish and you feed him for a day; teach a man to fish and you feed him for a lifetime.” These words could not be spoken any clearer or be more true in meaning.

What does this all mean and how does this relate to us as insurance professionals you are probably asking yourself by now. Well, as agency owners, managers and teachers in our industry, we too must be a mentor in the beginning stages and years for the young, new producers in our insurance industry.

Many of our company partners offer producer development schools for the new person in the industry. These schools are excellent choices but can be expensive and take a fair amount of time away from the office. Certainly they are a good choice, but to add to this option, the PIA of Wisconsin offers a dynamic educational series called The CPIA Series. The CPIA Series was developed to help agencies make the transition to a new Planned Positive Growth model and it involves three critical new skill sets.

CPIA 1 is Marketing. It is developing suspects using various techniques and then converting them into Prospects that might consider the agencies services. Direct writers have gone to catchy slogans in an attempt to attract suspects to their portals.

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CPIA 3 is Retention. This section was developed to help convert customers to CLIENTS. Every agency gives Great Service.

That model is no longer acceptable. The consumer has no patience for ONLY great service. They need the “WOW” factor to become an advocate of the agency. We have all experienced the wow factor in our dealings with different businesses and it is what enriched that experience and developed a stronger relationship for us with them.

Our Independent Agency force is all about Relationships. We are in the “relationships business.” To recap, CPIA 1 helps us locate and cultivate the potential customers we want to have a relationship with. CPIA 2 brings that customer into our fold through much more than just price. CPIA 3 develops a feeling of trust and dependence that changes a customer into a client with whom we will have a long term relationship for many years.

Unfortunately, most current customer service models give the agency’s best service to their worst clients and the agency’s best clients are ignored. Why don’t we ever call them? It is because we have always been Reactive. The client generates the contact, not the agency. To be successful today, we as agencies must become Proactive. Reach out to your clients on a planned regular basis and not just at renewal. When was the last time you called your top 10 best clients? They are worth it. You can keep the ones you call. Most clients leave their current agencies when they do not feel that the agency cares about them. Clients do not care what you know until they know that you care.

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OCI Administrative

Actions Ted Nickel — Commissioner of the Office of Insurance

Madison, WI—OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci.

OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI enc-ourages 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

Kenneth Adams, 17821 17th St., Ste. 120, Tustin, CA 92780, 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. Jeremy N. Alderman, 508 Main St., Hingham, MA 02043, had his insurance license revoked. This action was taken based on allegations of failing to timely report administrative actions taken by the states of Indiana, Colorado, Missouri, and Kansas and failing to disclose previous administrative actions on a licensing application.

William C. Armstrong, 2635 N. 82nd St., Wauwatosa, WI 53213, had his application for an insurance license denied.

This action was taken based on allegations of failing to retake an insurance examination and failing to respond promptly to inquiries from OCI. Diana Berry-McDowell, 4027 N. 88th St., Milwaukee, WI 53222, had her application for an insurance license denied.

This action was taken based on allegations of having unpaid civil money judgments.

Jon E. Bilodeau, 3156 Molly Brown Ln., Green Bay, WI 54313, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Roy R. Cambronero, Jr., 3633 E. Squire Ave., Cudahy, WI 53110, had his application for an insurance license denied.

This action was taken based on allegations of failing to provide evidence of FINRA registration and failing to respond promptly to inquiries from OCI. Saeng T. Chao, 9001 Willowberry Way, Elk Grove, CA 95758, 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. Robert R. Chapline, 4983 Ward Pkwy., Kansas City, MO 64112, had his application for an insurance license denied. This 8 NOVEMBER 15

action was taken based on allegations of failing to provide evidence of resident state reinsurance broker licensure and failing to respond promptly to inquiries from OCI. Nathan Cockerham, 907 E. 7th St., Superior, WI 53880, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Corey B. Copeland, Jr., 2201 Post Rd., Apt. 109, Fitchburg, WI 53713, had his application for an insurance license denied. This action was taken based on allegations of failing to complete the required fingerprinting/criminal background check, having a criminal conviction that may be substantially related to insurance marketing type conduct, owing delinquent child support, and failing to respond promptly to inquiries from OCI. Brian J. Corsi, 5721 Yorkshire Rd., Madison, WI 53711, agreed to a 31-day denial of his licensing application and agreed to respond promptly to all inquiries from OCI. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI. Daniel C. Cummins, 232 Samuel Blvd., Apt. 80, Coppell, TX 75019, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely report an administrative action taken by FINRA and failing to disclose the administrative action on a licensing application.

Paulette M. Czerwinski, 9559 W. Upham Ave., Greenfield, WI 53228, had her application for an insurance license denied. This action was taken based on allegations of failing to complete prelicensing education, failing to retake required examinations, and failing to respond promptly to inquiries from OCI. Kira J. Eberhardy, 5400 S. La Salle Dr., New Berlin, WI 53151, had her application for an insurance license denied. This action was taken based on allegations of failing to complete the required fingerprinting/criminal background check, failing to provide evidence of examination completion, and fail-

ing to respond promptly to inquiries from OCI. Thomas W. Everett, 814 N. 3rd Ave., Sturgeon Bay, WI 54235, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, owing delinquent Wisconsin taxes, failing to complete prelicensing education, and failing to respond promptly to inquiries from OCI. Susan Fanciullo, 111 W. 67th St., Apt. 22K, New York, NY 10023, had her application for an insurance license denied for 60 days.

This action was taken based on allegations of failing to disclose administrative actions taken by the states of Virginia and New Jersey on a licensing application.

Michael J. Farino, 4013 Tokay Blvd., Madison, WI 53711, had his application for an insurance license denied. This action was taken based on allegations of failing to complete the required fingerprinting/criminal background check and failing to respond promptly to inquiries from OCI. Emmanuel A. Franklin, 1704 W. Gold Mine Way, Queen Creek, AZ 85142, 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. Wayne R. Fulleylove-Krause, W2643 St. Charles Rd., Chilton, WI 53014, had his application for an insurance license denied.

This action was taken based on allegations of having a private reprimand issued by the Wisconsin Office of Lawyer Regulation related to misconduct in the practice of law.

Scott L. Giese, 3509 Barina Creek Dr., Green Bay, WI 54311, 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.

Michelle L. Gomez, 87 W. Calle Sauco, Sahuarita, AZ 85629, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state surplus lines licensure and failing to respond promptly to inquiries from OCI. Eduardo Gonzalez-Vigil, 9502 Autumn Gold, San Antonio, TX 78254, had his application for an insurance license denied. This action was taken based on allegations of failing to provide proof of eligibility to work in the United States and failing to respond promptly to inquiries from OCI. Eduardo Gonzalez-Vigil, 9502 Autumn Gold, San Antonio, TX 78254, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Robert J. Greenwood, 302 White Oak Ave., Plover, WI 54467, had his application for an insurance license denied. This action was taken based on allegations of failing to complete the required fingerprinting/background check and failing to respond promptly to inquiries from OCI. Sarah Grutt, N4306 730th St., Menomonie, WI 54741, had her 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.

Marc P. Hansen, 630 Aaron Ave., Springville, UT 84663, had his application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state reinsurance broker licensure and failing to respond promptly to inquiries from OCI. Lloyd Howard, 1808 E. Thayer St., Philadelphia, PA 19134, 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. Andrew Huynh, 222 Ashford Cir., Atlanta, GA 30338, had his application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state surplus lines licensure and failing to respond promptly to inquiries from OCI. Daren L. Johnson, 1805 169th Ave. NE, Ham Lake, MN 55304, 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 Minnesota and committing fraud against an insurance company.

Jekya Johnson, 1913 W. Meinecke Ave., Milwaukee, WI 53206, had her application for an insurance license denied. This action was taken based on allegations of failing to timely apply for licensure after passing an insurance examination and failing to respond promptly to inquiries from OCI. Christopher Kalina, 111 1/2 7th Ave., Eau Claire, WI 54703, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application and having an outstanding arrest warrant in the state of Texas.

Linda Kaufert, 901 Saunders Rd., Apt. 11, Kaukauna, WI 54130, was ordered to pay a forfeiture of $500.00 and was ordered to disclose any administrative actions taken in any jurisdiction.

These actions were taken based on allegations of repeatedly failing to disclose a criminal conviction on licensing applications and failing to timely report administrative actions taken by the states of Florida, Mississippi, Idaho, and Wyoming to OCI. Amy L. Kirk, 1513 E. Henry St., Appleton, WI 54915, had her application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of completing and passing an insurance examination and failing to respond promptly to inquiries from OCI. Andrew M. Niles, 303 Hillcrest Dr., Holmen, WI 54636, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application, having criminal convictions that may be substantially related to insurance marketing type conduct, having a history of civil money judgments, and failing to respond promptly to inquiries from OCI. Andrew B. Ruckstaetter, 70021 Westshore Dr., Shorewood, IL 60404, had his insurance license revoked and was ordered to pay a forfeiture of $10,000.00. These actions were taken based on allegations of making multiple misrepresentations to an insurer and to consumers. [continued on page 10] NOVEMBER 15 9

OCI Administrative Actions [continued from page 9]

Allegations

and

Actions Against Companies

Elite Benefit Group, 1095 Broken Sound Pkwy. NW, Ste. 300, Boca Raton, FL 33487, had its application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state Managing General Agent (MGA) business entity licensure, failing to provide evidence of resident and nonresident state MGA designated responsible producer agent licensure, and failing to respond promptly to inquiries from OCI.

Group Benefit Options, LLC, Two Corporate Dr., Ste. 636, Shelton, CT 06484, had its application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of resident state Managing General Agent (MGA) business entity licensure, failing to provide evidence of resident and nonresident state MGA designated responsible producer agent licensure, and failing to respond promptly to inquiries from OCI.

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NOVEMBER 15 11

An Insurance Policy isn't a — It's a Contract

Commodity

by Matthew F. Guilbault, Esq. Director of Government & Industry Affairs for PIACT, PIANH, PIANJ and PIANY

Most people don’t think of insurance when they think of contracts, but they should look at their insurance policy as something that falls into the contract category. That’s because insurance policies work in much the same way contracts do. In purely legal terms, “a contract is a promise or a set of promises for the breach of which the law gives a remedy, or the performance of which the law in some way recognizes as a duty.” [Restatement 2nd of Contracts, Section 1] A policyholder is giving consideration (i.e., premium payments) and getting something in return (i.e., coverage). But, it’s really more than that. There are additional promises and obligations made on both sides. Some people see insurance as one-sided, like purchasing a product. If they do, they are missing important additional contractual obligations. In exchange for payment of a premium and observance of certain conditions stated in the policy, the insurance company agrees to pay money in the event of a loss.

So, an insurance policy is a legal contract between the insurance company (i.e., the insurer) and the person(s), business or entity being insured (i.e., the insured). Reading the policy helps to verify that the policy meets the policyholder’s needs and that the policyholder understands his or her responsibilities and the insurance company’s responsibilities if a loss occurs. Many insureds purchase a policy without understanding what is covered; the exclusions that take away coverage; and the conditions that must be met in order for coverage to apply when a loss occurs. Professional, independent insurance agents can help alleviate this misunderstanding by reviewing insurance policies with their insureds. This practice can help avoid problems and disagreements with an insurance company in the event of a loss.

There are as many different types of insurance contracts as there are types of insurance. For example, the provisions in an auto insurance policy are different from the provisions in a long-term care insurance contract. In some ways, comparing insurance contracts is like comparing apples with oranges. Nevertheless, insurance policies all share certain common elements. Once you help your insureds understand the basics of insurance contracts, they should be able to make some sense of all their insurance policies—no matter the type.

The basic contract There are four basic parts to an insurance contract: the Declaration Page, the Insuring Agreement, Exclusions and Conditions. However, make sure your insureds do not 12 NOVEMBER 15

mistake basic for uncomplicated. It is important that they understand multiperil policies may have specific exclusions and conditions for each type of coverage (e.g., collision coverage, medical payment coverage, liability coverage, etc.).

Here are the basic definitions you can use to inform your clients about their insurance policies: The Declaration Page usually is the first part of an insurance policy. It identifies: who is an insured; what risks or property are covered; the policy limits; and the policy period (i.e., time the policy is in force). For example, the Declarations Page of an automobile policy will include the description of the vehicle covered (e.g. make/model, VIN, etc.); the name of the person covered; the premium amount; and the deductible (i.e., the amount your insured will have to pay for a claim before an insurer pays its portion of a covered claim).

The Insuring Agreement summarizes the major promises of the insurance company, and states what is covered by the insurance policy. It is a general statement of promises the insurance company makes to the insured. In the Insuring Agreement, the insurer agrees to do certain things such as: paying losses for covered perils; providing certain services; or agreeing to defend the insured in a liability lawsuit.

There are two basic forms of an insuring agreement: namedperils coverage, under which only those perils specifically listed in the policy are covered. If the peril is not listed, it is not covered, and all-risk coverage, under which all losses are covered except those losses specifically excluded. If the loss is not excluded, then it is covered.

The Exclusions section of an insurance policy takes coverage away from the Insuring Agreement. The three major types of Exclusions are: excluded perils or causes of loss; excluded losses; and excluded property. Typical examples of excluded perils under a homeowners policy are flood, earthquake and nuclear radiation. A typical example of an excluded loss under an automobile policy is damage due to wear and tear. Examples of excluded property under a homeowners policy are personal

property such as an automobile, a pet or an airplane.

The Conditions section of an insurance policy allows provisions to be inserted in the policy to qualify or place limitations on the insurer’s promise to pay or perform. This section primarily transforms an insurance policy from a commodity to a contract. If the policy conditions are not met, the insurer can deny the claim. Common conditions in a policy include: the requirement to file a proof of loss with the company; to protect property after a loss; and to cooperate during the company’s investigation or defense of a liability lawsuit.

Finally, an insurer may change the language or coverage of a policy at the time of the policy renewal. Endorsements and Riders are written provisions that add to, delete or modify the provisions in the original insurance contract. In most states, the insurer is required to send the insured a copy of the changes to his or her insurance policy. It is important that

im

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you make sure your insureds read all Endorsements or Riders so they understand how their policies have changed and if they still meet their needs.

You need to help your insureds understand that they have an obligation not to mislead the insurance company about their vehicle; where it’s commonly parked; or any preexisiting damage. If they mislead the insurance company, they can get into trouble and even lose coverage through breach of contract, which can cause the insurance company to drop their policies.

Remember, it’s important to stress to your insureds: Honesty is the best policy when they enter into any agreement with an insurance company, no matter what they choose to call that agreement.

—Reprinted with permission from PIA Management Services Inc.—

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Education is Continuous . . .

Five Pillars to Ensure You Never Stop Learning

By: Walt Grassl

Many talented people feel that they do not have anything new to learn in their chosen field. They believe what got them there is enough.

Those who are determined and who work hard often spend a lot of time and effort to learn new skills and maintain their existing ones. They display the most current knowledge of new technology and ideas. Having employees who will improve themselves over and above the company-sponsored training is critical to an organization wanting to innovate and improve.

Eleven years ago, Ben got a job working in the mail room at a local business during the summer before starting college.

The company had been in existence for over sixty years and was currently being led by Jack—a long-time employee and company legend who started in the mailroom. Three weeks into the job, on his way from the basement to the top floor, the elevator stopped and who should enter the elevator but Jack. He smiled at Ben, introduced himself, and mentioned that he started out in the mail room. Ben was a little star 16 NOVEMBER 15

struck, but as they both exited the elevator, Ben asked if Jack had any advice for him.

“Never stop educating yourself,” Jack said. “In fact, come into my office and let me elaborate. I have 15 minutes before my next meeting.”

Jack proceeded to share these five pillars for continued education:

1. You are responsible for your education You alone are responsible for your education. Whether or not it makes sense to invest in a formal education, there are free and for-fee learning opportunities available to everyone. The public library and the Internet are two examples.

Another invaluable source of education is through people.

Spend time with people who can do things that you can’t.

It may mean volunteering to stay late to observe someone,

going to lunch with more experienced associates or finding a mentor.

You can also learn by taking on challenging assignments that are above your skill level. Discuss the help you will need to be successful and the company leadership may reward your initiative by providing an experienced staff member oversee your on-the-job training.

You can learn pretty much anything, if you work hard at it.

trends are frequently entering the workplace. You have the choice to be aware of and lead the change or try to catch up—or even worse—resisting the change.

Joining industry and trade associations is another way to educate yourself on current trends.

5. New and old generation

A big issue in many industries is getting several generations to work well together. Each generation has different

2. No entitlements

learning and working styles. You have several options to

handle this reality. The first is to do nothing, since it’s your

Time in service should be no guarantee of advancement in a successful business. It is what one learns with his or her experience that determines the value of the service time. In other words, if you put in your time, you are guaranteed nothing.

As your time with the company grows, seek lateral transfers or increased responsibility without necessarily a corresponding increase in title or pay. Realize you are making yourself more valuable to your employer and view the stretch assignments as an investment in yourself. Although we are living in a time of an increasing sense of entitlement, we must all take care of ourselves.

fellow employee’s responsibility to get with the program.

You can leave it to your company’s leadership to implement a program to fix the problem. The higher percentage choice is to educate yourself on the differences between generations, the issues these differences these issues bring to the workplace and some things others are doing to address the issues.

You can use this information to change how you interact and to the extent you can, help your company improve their processes.

Ben took Jack’s advice to heart. After graduating from college, he got a job with another company in another field. His

3. You can’t rest on your laurels

education did not stop when he left school. He subscribes to

Many talented people feel that they do not have anything new to learn in their chosen field. They believe what got them there is enough. They become complacent. They decide they don’t need to put in more effort and stop striving for success.

industry and management blogs, has joined his industry asso-

When you reach a goal, celebrate your success, but identify your next goal and begin to take action. When you stop moving forward and rest on your laurels, in actuality you are falling behind all the others who continue to move forward.

Ben’s future is bright. Amazing what a chance encounter in an

ciation and seeks out challenging assignments and develops relationships with other successful employees at his company.

He has been identified by his management as a high-potential employee and is one of the youngest employees at his level. elevator can do.

Walt Grassl is a speaker, author, and performer. He hosts the radio show, “Stand Up and Speak Up,” on the RockStar Worldwide

4. Staying current

network. Walt has performed standup comedy at the Hollywood

Improv and the Flamingo in Las Vegas and is studying improv at the

Likewise, you need to stay current with industry trends by reading industry literature and blogs. If you are moving into management, read leadership books and blogs. New

Groundlings School in Hollywood. For more information on bringing Walt Grassl to your next event, please visit www.WaltGrassl.com.

Help Wanted?

A woman approached the manager of a large department store.

"Excuse me, are you planning on hiring any extra help?" she asked.

"I'm sorry, we're not," the manager replied politely. "We already have all the staff we need."

"Good," said the woman. "Then would you mind finding someone to wait on me?"

NOVEMBER 15 17

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

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• 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 NOVEMBER 15

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

Open to Anyone & Everyone ! www.piaw.org

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There is

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

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NOVEMBER 15 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 Course #69328

INSURING PERSONAL RESIDENTIAL PROPERTY

This course gives you the expertise you need to guide your customers through the often complex and confusing process of purchasing homeowners insurance - and help them make decisions that insure their most valuable assets.

• Introduction to the Homeowners Policy • Homeowners Policy Section 1&2 • Tenants, Unit-Owners, Dwelling Policy

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

CRM provides 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. Visit piaw.org for more information.

Martha Lester-Mittenzwei,

CIC, CRM, AAI, AIC

Madison Area Technical College Madison, WI Ryan McClone, CIC, CRM The McClone Agency, Inc. Menasha, WI

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Insurance and Securities Pre-license Training 20 NOVEMBER 15

education

NEW CISRs Jennifer Bugenhagen, CISR

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

Andrea Hanson, CISR

Leslie Palleria, CISR

Rebecca Zivkovich, CISR

Johnson Insurance Racine, WI

Mayville Insurance Agency, Inc. Mayville, WI

Jackson Kahl Insurance Services LLC Fond du Lac, WI

Hays Companies Milwaukee, WI

Katie Kufahl, CISR

Deborah Plehn, CISR

Church Mutual Insurance Co. Merrill, WI

BenePac, Inc. Brookfield, WI

Katherine Condon, CISR

Karla Monticelli, CISR

Jody SimpsonLeonhardt, CISR

HNI Risk Services, LLC New Berlin, WI

Kay Dombrowski, CISR, AIC, AINS Parker Stevens Agency, LLC Stevens Point, WI

CNH Industrial Insurance Agency Kenosha, WI

Mary Nowacki, CISR Church Mutual Insurance Co. Merrill, WI

Anderson’s Insurance Associates New Berlin, WI

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

Dawn Young, CISR, AINS, AIS

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Church Mutual Insurance Co. Merrill, WI

NEW CICs Melissa Blenker, CIC

The Certified Insurance Counselors (CIC) Program has been the insurance industry’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?

Joann Easter, CIC, CPCU

Community Ins. & Associates LLC Stevens Point, WI

The Horton Group Waukesha, WI

Tiffanie Courtney, CIC, CISR

HNI Risk Services New Berlin, WI

Jayne Hongisto, CIC, AIC

J.M. Wilson Madison, WI

Donna Krueger, CIC, CISR Johnson Insurance Agency, Inc. Clintonville, WI

Jason Stendalen, CIC Baer Insurance Services, LLC Madison, WI

Sean LaBorde, CIC, RHU M3 Insurance, Inc. Madison, WI

M3 Insurance, Inc. Madison, WI

Attention CICs!

Exciting update options; they fill up quickly.

CIC Ruble Seminars January 20 & 21 | Graduate | Crowne Plaza – Milwaukee, WI May 17 & 18 | Graduate | Crowne Plaza – Madison, WI 16 WI CE (Includes 4 optional Ethics)

visit www.piaw.org or call PIA at 1-800-261-7429 NOVEMBER 15 21

education

S TA N D O U T Set yourself apart with a CPIA professional designation Insurance Success Seminars that lead to the designation help you prepare for, implement and sustain successful insurance programs. They’re CE-qualified in many states, and, best of all, they come with a money-back guarantee.

Ask your boss or HR department about it today.

www.piaw.org www.aimssociety.org 877-674-CPIA(2742) 1-800-261-7429 Fax: 703-579-8896

AIMS Society PO Box 35718 Richmond, VA 23235

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 • PIAW Conducted In-House Seminars

22 NOVEMBER 15

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

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.

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

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

www.piaw.org 1-800-261-7429 NOVEMBER 15 23

education

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

Choose 5 of 9 to improve your 9 to 5.

education

Each approved 3 WI CECE Credits.

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

Live.No NoTest.

Test. No No proctor.

Proctor.

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

Ethics is offered each month.

•

Annuities: Turning Assets Into Income

•

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

•

CHAOS: Contracts, Hold Harmless, Additional Insureds and More

•

Contractors: Insuring the Liability Exposures

•

Contractors: Insuring the Property Exposures

•

Current Issues in Health Insurance

•

Cyber Master: Recognizing and Insuring Digital Assets and Electronic Risk

•

Ethics for Insurance Professionals (Ethics CE and Utica approved)

•

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

•

Food Borne Illness and Insurance Coverage

•

Get in the Ring: Property Claims, Fights and Decisions

•

Group Insurance and Pensions

•

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

•

Life Insurance Concepts for the P&C Agent

•

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

•

Personal Lines Complications: Because Simple is Just Too Darn Easy

•

Personal Lines Problems & Pitfalls *2

•

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

•

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

•

The Ever-Evolving Affordable Care Act

•

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

•

What We Learned: Claim & Coverage Issues from Catastrophes

•

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

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

24 NOVEMBER 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

Find an Agency Management System Vendor . . .

with help from the PIAW.

Since our hugely successful and informational Automation Seminar in May, PIA of Wisconsin has been receiving many inquiries regarding 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.

NOVEMBER 15 25

5 Keys to Building and Maintaining a

Powerful Online Presence

by Nick Nanton

In the past, an online presence was a luxury – but as society’s focus and attention has shifted to the digital arena, it has become an absolute necessity. A carefully crafted website and fully-operational social media profiles can lay the framework for business success, whereas disorder and dysfunction can lead to outright failure.

Cautionary tales of businesses that merely established an Internet-identity abound, but failed to capitalize on their foray into the online market. Your website and social media outlets should serve as the technological extension of your face-to-face efforts. If the goods and services you provide are the award-winning entrée, your digital persona is the host that greets your patrons: and many a dining experience has been ruined by a poor first impression.

26 NOVEMBER 15

The continuously evolving nature of the online world may appear daunting at first glance, but the good news is that today’s technology makes it easier than ever for a business to create and maintain a stout Internet presence. While getting up and running seems simple enough, there’s still a lot of work that goes into creating an appealing and engaging personal brand online. There are five key components to building and maintaining a powerful online presence. How are you doing with each of these?

1) Your website should be branded, interactive and engaging. It’s not enough for a business website today to simply contain a list of information, a description of goods and services and contact information. An effective website must be engaging and compelling, and maintain the viewer’s attention to the point that they want to pick up the phone and find out more. That means understanding your target market enough to “hook” them – and it means creating a site that echoes your expertise and the brand you are creating.

When designing a top-flight company website – or consulting with a third-party that will handle the technical design aspects – you should make sure you’re keenly in-tune with your desired audience and customer-base. Your target market will greatly influence your projected online-branding, from the site’s individualized layout and color scheme to functionality.

If there is disparity between your business goals and objectives and what you’re hoping to promote, it will glaringly reflect on your website.

2) Demonstrate value. “Value” is the magic word. If your website, blogs, articles, and social media outlets don’t provide tangible value to your audience, they will be ignored.

Use these platforms to share breaking news, analyze recent developments, and provide informational and practical tips to your audience. Update on a regular and consistent basis with new and exciting content that proves beneficial to your online-readership.

3) Leverage email marketing. Social media is one great way to engage your audience – but it only works when they’re online and using social media themselves. Email marketing, on the other hand, gives you the opportunity to consistently interact with your customers and your market as long as they are checking their email inbox (And these days, who isn’t?) Remember to focus on providing value in order to keep your readers engaged. However, if email marketing is overused it will be treated as spam. Keep your newsletters and e-updates to a monthly basis to maintain your maximum open-rate and subscriber base.

4) Want subscribers? Toss in a ‘freebie’. Your email marketing campaigns are a great way to stay top-of-mind with your customers and to keep your market aware of what you are offering. But if you don’t have any email addresses to send to, what does it matter? One of the most effective ways to build a targeted email list is by offering free content, such as e-books, special reports, video seminars, and so forth. Simply require that the user give you their email address in order to access the content. Promote these freebies on your website and through social media, and you will see your email list start to grow steadily.

embrace it! Create a video introducing yourself and welcoming people to your site. Share pictures and video of your team at work. Post pictures of your latest products. Take advantage of visual media to keep your audience engaged and actively involved in your business.

Your online presence is one of the cornerstones of your business – and it should be treated as such. Guarantee that your body of Internet outlets – from your website to your social media platforms and email lists – are vibrant, highly-functional and continually updated with the latest information that is tailored to your target-audience. These sites do not exist simply as undeveloped advertising boards: they are an integral facet in the 21st Century marketplace and can be the main determinant in a successful outcome or a failing organization.

Nick Nanton, Esq. is an Emmy Award winning Director and Producer and CEO of The Dicks + Nanton Celebrity Branding Agency. As America’s #1 Business Agent and international speaker and consultant, he has refined the area of personal branding, direct media, marketing and PR for business growth. His newly released book StorySelling™ details the persuasive value of story in business and entrepreneurism, and outlines the steps necessary to achieve success in marketing through storytelling and media. For more information, or to have Nick speak at your next event, please visit www.DNAgency.com, email info@DNAgency.com or call 888-364-8101.

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.

5) Use pictures and video to tell your story. You know the saying – a picture is worth 1,000 words. A video is even more powerful. The simple truth is that pictures and video are far more engaging than pages and pages of text. So NOVEMBER 15 27

Navigating the Minefield of Liability Coverage for Contractors—the

Story Continues

by Paul E. Walters — Claims Manager Errors & Omissions Department – Utica Mutual Insurance Co.

Several years ago, I penned an article on the issues associated with securing coverage for construction firms. The situation remains the same, and has not improved. Agents remain exposed to large claims arising from coverage issues from policies covering contactors and artisans.

Explain and document Due to extreme competition, construction firms continue to look for affordable general liability coverage. Accordingly, because of high loss ratios in this line of business, carriers continue to offer affordable non-standard liability coverage, yet it lacks coverage in important areas. The interplay between those variables – standard vs. non-standard – is where agents find themselves caught in the middle.

erage for a roofing contractor. The client was performing repairs to a flat roof and used a blow torch to cure the new roof membrane being applied. The roof rafters caught fire and the building was extensively damaged.

The property carrier filed a subrogation claim against the contractor. The contractor’s carrier disclaimed coverage, citing an “open torch” exclusion.

If an agent quotes a standard CGL policy without restrictive language, the premium will not be attractive to the client.

Policies with a smaller premium, in most cases, are more restrictive in what coverages are offered. Agents must understand the differences in coverage to properly service their clients and avoid a lawsuit against them.

Two common patterns have evolved: 1) Policies that severely restrict contractual indemnity coverage that provides protection for “hold harmless” clauses in contracts and 2) Policies that exclude coverage for injury to any worker on a jobsite.

Many policies offered today limit coverage in both areas, making the coverage offered almost illusory. To avoid a claim, agents must recognize the difference in coverages offered in the standard market and coverages offered in the non-standard market. When the coverage offered is substandard, an agent needs to explain to the client the coverage restrictions and document the discussion.

The “mirror test” and more The following examples show what can happen when coverage restrictions are present in a contractor’s policy.

• A worker was injured on a job site when an air conditioning unit fell on his shoulder. The injured party sued the contractor and a manufacturer of the brackets which held the A/C unit in place. The loss was reported to the contractor’s carrier and the carrier disclaimed coverage, citing an “injury to worker” exclusion in the policy, which negated coverage. The contractor, forced to defend themselves, sued the agent and the carrier. The carrier was let out based on policy language. The case settled for $550,000, and contractor’s share was $275,000.

The agent had a long-term relationship with the client.

The policy at issue replaced an earlier policy issued by another carrier. The earlier policy did not have a worker exclusion. The agent missed the change in coverage when he switched carriers, failing to perform the “mirror test” on the two policies. The claim against the agent settled for $190,000.

• In another example, the agent secured replacement cov28 NOVEMBER 15

The contractor then made a claim against the agent. The previous carrier did not have an “open torch” exclusion, and the agent failed to point out the restriction in the new policy. This is another example of the agent failing to perform the “mirror test” when the new policy was received. The claim against the agency settled for $175,000.

• In another example, a worker for an agency’s client was severely injured on a job. The worker sued the general contractor. In the contract between the agency’s client and the general contractor, the agency’s client agreed to add the general contractor as an additional insured to their GL policy and agreed to hold the general contractor harmless. The policy covering the agency’s client did not list the general contractor as an additional insured due to an error by the agent, who was aware of the need to add the general contractor. In addition, the policy did not cover the “hold harmless” obligation due to restrictive language in the policy.

After receiving a denial of coverage under the client’s policy, the carrier for the general contractor paid $1,800,000 to settle the claim, and made a claim against the agency’s client, who in turn made a claim against the agency. The general contractor claimed the defense costs of $175,000 and the first $1,000,000 of the settlement should have been paid under the client’s policy, had the agent done his job properly. The claim against the agency settled for $700,000.

Keep the client informed Not only must agents be familiar with the coverage they offer contractors, if a policy with substandard coverage is noted, the client should be informed – and given the opportunity to purchase a more comprehensive policy.

All communication between the agent and the client regarding a substandard policy and subsequent offers to secure a more comprehensive policy should be clearly documented. Absent clear documentation, claims against an agency will inevitably occur when the client finds itself without adequate coverage after an accident.

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NOVEMBER 15 29

No Wonder They

Can /Can't Sell . . .

Using Personality Styles to Get More from Your Employees

by Bob Phibbs

Retailers have tried everything it seems to get employees to sell more. Sometimes training helps, sometimes it doesn’t and so many try to hire the natural born salesperson.

That doesn’t really work either because generally they are few and far between, but if you leverage their personality styles, you can leverage their innate abilities and help them sell more.

Everyone can sell. In fact, each of us is selling every day – even if we never call it that.

Once you understand the four personality styles, you can train your employees to cut out the fluff and connect with customers quickly by understanding everyone has a dominant personality style.

There’s the Driver, like a Gordon Ramsay, where it is all about them being the best, smartest and known as a decision maker. The downside is they can be seen as inflexible and always trying to close. Any villain you see in a movie is usually a Driver.

There’s the Analytical, like Spock on Star Trek, who is logical and has a detailed system to process information. Their Achilles’ heel is that they can come off cold and uncaring. Surgeons, CPAs and most craftspeople are usually an Analytical personality.

The Expressive is like the character Jack in the movie Titanic who tries a lot of things, is easily bored and has unbridled enthusiasm. They are also the least likely to be found in retail these days. Why? Because on a beautiful day they’ll probably call in sick.

The Amiable is by far the most common personality you’ll find in stores. Amiables possess a strong desire to be liked and learn about others without sharing many details of their own lives. The downside is that they don’t stand out or make demands, and it takes a lot to make them visibly upset so you never know when they are considering quitting.

Those salespeople who master personality styles are able to have meaningful conversations that value both the customer and the salesperson. And that leads to higher sales. But first you need to leverage their innate abilities to get them all to sell.

If your employee is predominantly a Driver, their number 30 NOVEMBER 15

one goal is to get something finished. You need to help them round off those gruff edges and reduce the chance they can come off as arrogant.

If your employee is predominantly an Analytical, you need to train with a clear system of A to B to C so engaging a customer isn’t scary and makes sense. Be prepared to answer each of their many questions.

If your employee is predominantly an Expressive, you want to harness their fun. You would not want to try to train them like an Analytical and rain on their parade. Use their easily distracted interests and enthusiasm for new items as a sparkplug for the rest of your crew.

If your employee is predominantly an Amiable, they’ll want to get along with no conflict. Teaching them how the other three personalities operate can show them how to avoid frustration and conflict. Understand that they are the least likely to be natural born salespeople and most afraid of engaging strangers—so be patient.

Here are the dos and don’ts of training your employees by personality style:

Drivers •

Do use their innate ability to meet and greet customers in your store.

•

Do use their natural fearlessness to juggle more than one customer.

•

Do encourage them to lead customers to new choices they may not think they can afford.

•

Don’t talk over them.

•

Don’t teach them 1960’s closing techniques to try to make a customer buy. They hate phoniness. Encourage them to be real.

Analyticals •

Do encourage their natural problem-solving ability.

•

Do encourage their technical knowledge of your products

to highlight the little things most salespeople ignore.

be handled in a very specific, tailored manner. By understanding the unique motivators of Drivers, Analyticals, Expressives and Amiables, you can begin to better manage your retail sales and customer service employees.

•

Do encourage their patient nature to stick with customers who may not know what they are looking for.

•

Don’t let them overwhelm customers with their knowledge. The old saying, “Don’t tell a customer how to build a watch when they just want to know the time” applies to Analyticals.

•

Don’t allow them to deride a customer’s choice just because they don’t know as much as your employee does.

Bob Phibbs is the CEO of The Retail Doctor, a New York consul-

Don’t allow them to show customers a cheaper place to buy something you carry – because they will. It’s logical.

Doctor’s Guide to Growing Your Business, Bob has helped thou-

•

Expressives •

Do use their energy and creativity to help customers see things in a new light.

•

Do use their enthusiasm to sell new products.

•

Do use their ability to mix and match to show customers how they can personalize a purchase.

•

Don’t let them overstate facts just to make a sale.

•

Don’t allow them to present too many options to a customer or they may overwhelm them with choice.

•

Don’t let them be so eager to meet people that they smother them with enthusiasm. Teach them how to modify their energy based on the customer’s personality style.

Not sure what your own personality style is? Take a free personality quiz here: http://www.retaildoc.com/take-the-personality-quiz

tancy. As a speaker, sales consultant and author of The Retail sands of businesses since 1994. With over thirty years’ experience beginning in the trenches of retail and extending to senior management positions, his presentations are designed to provide practical information in a fun and memorable format. For more information on Bob, please visit www.RetailDoc.com.

—Reprinted with permission from PIA Management Services Inc.—

Amiables •

Do use their caring nature to understand what their customer is trying to solve.

•

Do use their patient nature to help customers feel appreciated and valued.

•

Do use their ability to listen to really hear how the salesperson can help.

•

Don’t let their fear of risk keep them from approaching a customer or pitching the most expensive product.

•

Don’t allow them to wait for customers to come get them; get them out from behind the counter.

•

Don’t allow them to be content to just show customers what they ask for. Encourage the Amiables to offer your products, today, at full price.

In Sum There are no good or bad personality types—we all have elements of each. And while the Driver and Expressive have the highest risk tolerance, it does not mean that they are the only ones who can sell. That’s because personality types feel comfortable with people who can talk to them the way they like to be talked to.

So an Amiable selling to an Amiable, with proper training can sell just as much as a Driver – sometimes more.

The varying personality types that comprise your staff need to NOVEMBER 15 31

How to Obtain

Personal & Professional Balance A Journey of Separation

by Nathan Jamail

In business today, leaders and organizations have to be more aware than ever of how their employees balance their work demands and their personal demands. Organizations are constantly focusing on how to improve production, profits and performance, while at the same time maintaining a high level of morale. The issue is the search for personal and professional balance. As there are no definitive parameters for measuring balance, the real goal should be personal and professional separation. In the search for this delicate balance, a leader must first understand why separation is key, and understand the consequences when personal and professional lives overlap.

Why separation of is so important: As technology has revolutionized the business landscape, many professionals no longer just leave their work at the office. This causes many people to feel that they spend all their time working or on call, regardless of location. At the same time, many parents are prioritizing attendance of their kids’ events and family lunch dates using the same technol32 NOVEMBER 15

ogy within the same time frames of ‘normal business hours’.

As a result, many people are doing two things at once–and doing neither one very well. How many times have you seen parents at lunch with their child and all of their attention is devoted to their smartphone? Or perhaps that is you? When your personal and professional lives overlap in this manner, both of them suffer.

Problems can make more problems: If an employee is experiencing personal issues, such as marital problems or the loss of a loved one, it can be extremely distracting to say the least. Personal issues can cause them to be withdrawn and less effective, costing the organization and also impacting other employees. When this happens no one wins. On the other side of the coin, if a leader is having a tough time at work and brings their pain, stress and frustration home they can potentially take it out on their family which negatively affects their home life.

person to suffer and ultimately destroy their career is selfish.

When people don’t have personal and professional separation then they feel overrun and ineffective in all things. This causes employee burnout and a difficult home life.

In leadership today a leader must be clear in their expectations to their team. To be successful a leader must have employees that are able and willing to do what it takes to achieve success.

This only happens when all of the employees are at their best.

Separating personal life and work does not eliminate the personal side of business—it actually strengthens it. The greatest

The Facts

achievement is when a person is doing a job they love and have

At the office: Jobs frequently require people to work late,

a family that loves them. The goal is not to sacrifice one for the

to put in extra hours and spend days on the road away from the family. This is because the job needs to get done, and a true professional understands that they may have to miss a child’s event or be away from home at inopportune times. To be great in business a person must make sacrifices.

other, rather is to be the best at both and the best way to do that

At home: Most professionals today work to provide for their family and feel their family or personal life is the most important thing to them. Moms want to be moms, dads want to be dads, and people want to be who they are other than what their business card states.

is to separate them so neither is affected negatively by the other.

Here are a few tips on ways to implement triggers for you to remember to be present:

Tips: 1. Never walk in the house on the phone.

2. Change your clothes from work clothes to home clothes immediately upon arriving home so you feel the part.

Question: So how do you do both?

Be present at work: When a person is at work they need to be at work, no matter their family dynamics or problems— they must learn to leave them at home. The one thing that can make any family problem even more difficult is for that person to lose their job because their personal issues are affecting their performance.

3. Make eye contact with those speaking with you, no matter if they are your co-worker, your boss, or your three year old.

4. Share the expectations with your company team and your family.

5. Be aware of your personal state of mind and change it if necessary.

Be present at home: When a person is home with their family they need to be present. Leave your phone and your uniform or suit jacket at the door. Just like the company that pays that employee deserves that employee’s very best, their families deserve their very best too.

Final thought: Be happy no matter where you are in your journey. Happiness is not a destination it is a mindset and a journey- ultimately it is a choice. Happy employees make great employees and happy people, make great people.

Consequences In many organizations, leaders may not deal with a struggling employee appropriately, which may result in turnover.

A strong leader must sit down with that employee—and with empathy—share with them the consequences of their behaviors if they don’t change. They can also explore options available to the employee, if there are any, but the key is to directly deal with the issue. Some people may find this behavior harsh, but in reality it is the exact opposite. The leader needs to help the person up so they can get better or give them the personal time and space to go home and resolve their issues, but to allow a

Nathan Jamail, president of the Jamail Development Group, and 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.

NOVEMBER 15 33

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NOVEMBER 15

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PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

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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

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

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March 2016

Heather Falk, CISR Bookkeeping hfalk@piaw.org

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38 NOVEMBER 15

January 2016

February 2016

April 2016

Coming Events

November 2015

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

14

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

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CISR COMMERCIAL CASUALTY 2 Eau Claire (7 WI CE)

19-21

CIC COMMERCIAL CASUALTY Eau Claire (20 WI CE)

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