December 2016 Professional Agent by Professional Insurance Agents of Wisconsin

professional agent DECEMBER 2016

Whatâ&#x20AC;&#x2122;s Inside? Winter Get-Away............ 12 Leading A Sales.............. 14 Team Business Manners......... 16 Rock Star......................... 20 Presentations Education Section......... 22 New Designees.............. 23 (CIC/CISR/CISR Elite) E&O Claim Causes.......... 30 Attitudes That Kill........... 34 Success Legislative Conduit......... 36

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

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From the

President Brian MacGillis, CPIA — President, PIA of Wisconsin

Gift of Life PIA has a 67 year history of advocacy on behalf of Property and Casualty Insurance Agents. Issues on Regulation of Insurance, Auto Insurance, Home Insurance, Flood Insurance and Business Insurance is the emphasis of our organization.

until my late 20’s to early 30's that I appreciated that gift. My

To be a member of PIA of Wisconsin, you must represent at least one company that operates on the independent agency system. But it would be naïve to think that we have ONLY Property and Casualty Insurance agents as members.

of gifts underneath it and the kids will not know what to do

parents have perpetuated that gift to my children, and Lord willing, I plan to do the same for my Grandchildren one day. As the Christmas Season approaches, the tree will have plenty with the 10th toy that they just opened. Frankly, if I asked my 3 kids today (ages 9, 6, and 4) they would have a hard time remembering just one gift they got last year at Christmas.

Oftentimes as agents, we feel like a commodity. Show me the lowest price and if you are the lowest, we will go with your product. But there are few things in our industry more rewarding and important than selling a life insurance policy. Or explaining to that new mother and father why life insurance is so important for their young children.

Consider as a loving parent or grandparent, giving the gift of Life…..Insurance. I would challenge you to think back to your youth and remember any gift from your Parents/ Grandparents at Christmas time that was more a more valuable and thoughtful gift than that.

It is just as heartbreaking to get a phone call from a young widow, to only look in the file and find that they rebuffed all your good faith attempts to sell them a life insurance product. Life insurance is not a commodity. It is not something only for those with disposable income. It is an absolute must for 9 out of 10 of your customers, if not more. When I was a young lad, too young to remember, my Grandfather Jim purchased a youth life insurance policy for me. Sitting here today, many years after he has passed away, I still carry that life insurance policy today. And it was not

When I spoke at the PIA Convention, my hope and goal for the year was to influence and impact just twelve people. Because if those twelve do the same to twelve other people, we will not only perpetuate our industry, but we will impact those around us for decades. Thank you for the gift of electing me onto the PIA Board, and allowing me to serve as your current President. Merry Christmas to each and every one of you, and have a blessed 2017.

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Memos from

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

Are You on Track? IF YOU FAIL to plan, you plan to fail. It’s an old saying but is just as true today as it was many years ago. By year’s end you should have given great thought to your roadmap for 2017 and beyond. Where are you now? Where are you going to be at the end of next year? Exactly how do you plan to get there? Which companies are going to be your strongest partners? Are you on track with your perpetuation plan? It’s easy to get caught up in the daily rush, especially at the end of the year as you prepare for January 1 renewals. But your agency will suffer if you don’t make time to analyze your situation and prepare a game plan. Successful professional football teams spend an immense amount of time reviewing their past performance and their players (staff) and formulating a written game plan. The plan is fully known to all team members and coaching staff. Everyone is on the same page and knows their responsibilities to make the plan succeed. Your agency is no different. We Have What Millennials Want, But They Don’t Know It Yet: One of the biggest issues facing independent agencies today is replenishing their staff with younger employees. The average age of the US insurance agent is 59 years old and somehow we are going to have to recruit young people to take over when these people retire, but so far millennials have resisted our industry citing it as “boring”. This is in direct contrast to new research that shows that an overwhelming majority of young insurance professionals love their careers and intend to remain in the industry as long as possible. So how do we communicate with young people that insurance can give them exactly what they are looking for? To do that we first need to know what they are looking for and then

Since 1878

communicate with them how the insurance industry can fulfill that need. According to a recent survey by Vertafore of millennials already in the industry, their career wish list includes areas such as financial stability, work-life balance, career development, and working with technology. As you can see, all of these items can be fulfilled by a career in insurance and we need to finds ways to communicate this with the younger generation. A few ways to appeal to millennials may be an investment in technology, flexible work schedules, a movement away from straight commission, and career development tracks that move them through various jobs in your agency. Top 10 Business Risks In The U.S.: For the fourth year in a row, business interruption ranks as the top risk facing US businesses, according to the Allianz Risk Barometer. The exposure was cited by 58% of US risk managers that responded to the poll as one of the top three issues facing their business. The other insurable exposures that made the list were cyber incidents at number 2 with 46% indicating it as a top risk, natural catastrophes at #3 (37%), fire tied at #6 (25%), and theft/fraud at number 9 (20%). While most agents will discuss the business interruption exposure with their clients there is a tendency to rely on the actual loss sustained form found in the BOP (which may or may not cover the insured’s needs) and many times the contingent BI exposure is never even discussed. Cyber incidents are increasing dramatically and it may not be a case of “if” clients will have an incident, but “when” will it happen.

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From the

Boardroom Michael Keener, CIC, PIAW Board of Directors

Managing Agencies Inefficiency 65+ Years Your in Insurance Over the past 12 years that I have been involved in the independent agency system I have continued to work towards less headaches and even less gray hair. Technology has changed, insurance companies have changed and certainly the way our clients do business is constantly changing. The PIA of Wisconsin does an outstanding job helping local insurance agencies manage their efficiency whether it’s through continuing education, networking events, automation support and everything in between. The website is full of resources that I encourage our members to utilize so they can better manage their agencies and become more efficient in this industry. I wanted to share with you some of the most recent inefficiencies that I find in my agency as I’m sure many of you may be dealing with the same circumstances in your agency and hopefully we can work together to find solutions that will increase everyone’s productivity.

has found is that it hinders your productivity. There must be an adequate number of times you step away from your desk and get away from insurance. This is the best way to recharge the muscles in your brain.

4. Multitasking

5. Using Paper Files

1. Manually Quoting a Prospect

Think about how long it takes to individually go out to each carriers’ website to market a specific account. A comparative rater for personal lines, in my opinion, is essential for any agencies success and an opportunity for the agency to write more business and spend less time doing data entry. The same can be said about a quality agency management system so that when you need to remarket an account, you can easily do that with just a few clicks of your mouse. Technology is at our fingertips, take advantage of the many tools technology is offering us.

2. Saying YES to anyone and everyone

I remember when I started in this business, I tried to insure every person and business I could because my paycheck depended on it. What I found out over time was that I had been wasting some of that time on clients that did not care about me, did not want to pay their premiums, did not want to take care of their properties and so on. Take the time to weigh the pros and cons of certain accounts, we would love to help everyone but sometimes you must say NO. It’s important to work on accounts where the client and the agency want a relationship and want to work together.

3. Taking too Few Breaks

You would think that working long hours and skipping lunch is increasing your productivity but what research

6 DECEMBER 16

One would think that multitasking is making us more efficient but it can lead to errors and mistakes. Try to focus on one task at a time so that it’s done correctly and does not have to be done a second or third time in the future. Put away your mobile device and social media platforms for set periods of the day and stay focused on one thing at a time. Prioritize your time the best you can.

It’s imperative that if you can take advantage of an agency management system, do so, it will increase your productivity immensely. Paper files are typically unorganized and information hard to make sense of. A good agency management system will give you the access you need to clients immediately and the details of that specific account in a much more manageable platform.

6. Not Listening to your Prospect

So many times, we don’t pay attention to the prospect, we are preoccupied doing something else and miss pertinent information that we inevitably must go back out and get later. Give the prospect your undivided attention it should help improve your close ratio on all types of accounts.

The PIA of Wisconsin’s automation and technology committee is working very hard to set up an automation seminar coming this spring that we believe will greatly benefit PIA members and their staff. Mike Peterson of Insurance Marketing Partners will present: Dozens of free tools and services available online that can significantly improve the way you and your staff manage your day-today tasks. Mike will introduce you to tools and services that include how to run an online meeting, how to take control of your passwords, and how to be more efficient with Microsoft Outlook to name a few. He will also introduce you to the PIAW’s all new Digital Marketing Programs. This will be a fast-paced presentation that introduces you to simple strategies, tools, and tactics; that will make your agency more productive and profitable the very next day.

STAY TUNED FOR MORE DETAILS COMING SOON

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.

DECEMBER 16 7

OCI Administrative

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

Madison, WIâ&#x20AC;&#x201D;OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/ OrderInfo/OrdInfo.oci. OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this toll-free telephone number: 1-800-236-8517.

Allegations

and

Actions Against Agents

Sandra L. Blindauer, N2401 Hwy. 57, Waldo, WI 53093, had her 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. Thomas C. Dickmeyer, c/o Three Points Insurance Group, LLC, 2246 S. State Route 157, Ste. 350, Glen Carbon, IL 62034, 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 on a licensing application. Sheila A. Hawkinson, 609 Monroe St., Beaver Dam, WI 53916, 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. Daniel L. Heins, 2521 133rd Ln. NW, Andover, MN 55304, 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 Minnesota on a licensing application.

This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, having unpaid civil money judgments, failing to apply for a federal crime waiver, and failing to respond promptly to inquiries from OCI. Scott J. Nordentoft, 147 N. Main St., Jefferson, WI 53549, 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. Anthony T. Rich, 4802 Mitchell Ave., Saint Joseph, MO 64507, 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. Douglas J. Siebert, 4432 Rangeline Rd., Manitowoc, WI 54220, had his application for an insurance license denied. This action was taken based on allegations of failing to com-

Annette Hinterthuer, 644 Racine St. Upper, Menasha, WI 54952, 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.

plete a licensing application and failing to respond to inquiries from OCI. Daniel J. Van Boxtel, W6121 Colonial Dr., Appleton, WI 54914, had his application for an insurance license denied for

Carla B. Kelley, 149 N. Main St., Apt. 5, Monticello, WI 53570, had her application for an insurance license denied. 8 DECEMBER 16

31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

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8th Annual PIAW Winter Get-Away Registration Fee Only $109.00

February 8-10, 2017 The Waters of Minocqua $59.99 Two Queens Includes Deluxe Continental Breakfast 715-358-4000

Fee Includes

Two Dinners, One Lunch 9 Education Hours - 6 WI CE, 3 Ethics (Descriptions at piaw.org) Sweatshirt Prizes & More!

Wednesday, Feb. 8 2:00 – 5:00

“How to Successfully Compete in Google Local Search” (no CE) Mike Peterson, CIC - Insurance Marketing Partners

5:30

Get-Away Fun at Island City Lanes Appetizers / Buffet Dinner / Free Beer & Soda to 7:30 p.m. Bowling / Bar Fun / Prizes / Shuttle to and from Hotel

Thursday, Feb. 9 9:00 – noon

“Opportunities and Challenges of the Sharing Economy” (3 WI CE #1012272) Mark Reilly, CIC, CPCU, CRM – Diversified Insurance Service, inBuzz Group, LLC

12:00

Buffet Lunch at The Waters

1:30

Northwoods Pub Adventure – Sweatshirt Provided Buses / Pub Stop Fun / Prizes / Pub Beverages On Your Own Bus options to return to hotel or directly to Whitetail Inn.

6:45 – 7:45

Buffet Dinner at Beautiful Whitetail Inn Buses provided to and from hotel. Cash bar.

Friday, Feb. 10 9:00 – noon

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“Ethical Challenges in the Digital Age” (3 WI Ethics CE #1012273, Utica Approved) Mark Reilly, CIC, CPCU, CRM

Inside The Waters

Open Wednesday, Thursday & Friday 10:00 a.m. – 6:00 p.m. PIA attendees pay no studio fees; just purchase your favorite piece/s.

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8th Annual PIAW Winter Get-Away Registration Member & Non-Member $109 Non Insurance Spouse/Guest $69 Total $_______ One insurance industry attendee per form please. Full Name____________________________________________ First Name for Name Tag _____________________ Spouse/Guest Full Name_________________________________First Name for Name Tag _____________________ Select Sweatshirt Size Unisex _____SM _____MED_____LG _____XL _____XXL Agency/Company ________________________________________________________________________________ Address__________________________________________ City_______________ State_____ Zip _______________ Phone_________________________________ Cell or After Hours _________________________________________ Email___________________________________________ NPN # or NA ____________________________________

Check Payable to PIA, or Visa, MC, AMEX, DIS Card #_______________________________________________________ Exp. Date __________________________ Name on ________________________________________________________________________________________

Return to: PIAW, 6401 Odana Rd., Madison, WI 53719 / Fax: 608-274-8195 Or register online at www.piaw.org Confirmation will be emailed upon receipt of registration. No refunds without 10 days notice, substitutions only. 1-800-261-7429

Additional Sponsors – Thank You! Badger Mutual Insurance Company EMC Insurance Companies The Hanover Insurance Group Utica National Insurance Group Western National Insurance Group DECEMBER 16 13

Leading the

Sales Team

to Victory

by John Chapin

Leading a sales team to victory is not an easy task. It takes discipline, resolve, and the ability to make tough, and sometimes unpopular, decisions. At its worst sales leadership is one of the most thankless, difficult jobs and has been compared to herding cats. At its best, it is one of the most fulfilling and rewarding jobs and, when a sales team is setting records and hitting on all cylinders, can generate feelings equivalent to winning the Super Bowl. Here are the rules to follow to ensure you and your team have the best shot at success.

4 Rules to lead your sales team to victory

Rule 2: You are responsible for your people professionally, not personally.

You need top-down management where people know their job, do their job, and are held accountable. There are no gray areas on expectations or execution of daily activities, and there are consequences for not delivering on either. People should be expected to show up on time, follow the rules, be professional, and do whatever it takes to make the calls and do the activities necessary to more than fulfill the obligations of the job they signed up for. If for some reason they are not able, or will not execute the duties required of them, they are to be relieved of duty.

When someone does not have the tools, resources, training, guidance, or proper environment to do their job, it’s your fault. When someone fails to make the calls, or do the other activities necessary for success, it’s their fault. Your responsibility is to set the goals and expectations, give them the game plan, providing initial and ongoing training, give them the tools necessary to do the job, and oversee their activity and progress. It is up to them to keep their head on straight and do the work necessary. A failure of activity is not your responsibility, a failure to inquire about and reasonably track their activity is your responsibility. While you have to manage and keep an eye on them, you can’t follow someone

Rule 1: You have to run your sales organization like a military unit.

14 DECEMBER 16

around 24/7 ensuring they are doing everything they need to do in order to be successful. You also can’t follow them around in their personal lives and ensure they aren’t getting into things that will affect their professional life. Your realm is the professional environment. It’s up to you to keep that realm separate and protected ensuring that nothing from the personal world interferes with the professional world. The bottom line here: when someone is lagging behind their quota, you need to find out why immediately and address the situation. Is something missing that you should have provided, or are they out late, into the wrong things, and/or simply not putting in the hours and doing the work necessary? If it’s on them, they need to straighten out and step up, or step out.

If some of the people working for you are also your friends, keep in mind that you are the boss, the manager, or whatever you call yourself, before you are their friend. The friendship can in no way impede upon the professional job you’ve signed up for. When anyone is giving anything less than their all, you must shift completely into boss mode and get them back on track. No playing favorites or otherwise not doing your job due to the personal relationship. It’s important to keep in mind that you have to see more in people than they see in themselves and you have to push them beyond what they think they are capable of. All the greatest coaches push hard. Many people lack complete confidence and when left to their own devices, will only work

Rule 3: Micromanage activity and the top line.

hard enough to simply survive. Give them something to live

As a sales leader it’s your job to be obsessed with how much revenue is coming in via new sales and repeat business. In addition, you need to constantly check in with you people and inquire about the number of calls they are making, and whether or not they are delivering proposals, closing, and following up. Test them and make sure they know what they are supposed to be saying and doing at each point in the sales process. Meet with your people briefly every day, whether in-person or on the phone, and go over daily goals and what they are working on. This shouldn’t be a long meeting, just enough time to get their commitment on daily activity and review possible call scenarios.

up to and demand their best. You can come up with whatever

Note:

reason you want not to push but at the end of the day you are running a business and you’re hurting everyone involved when you accept less than people are capable of. The goal of all of the above is a team of happy, fully-functioning, accountable people who are pushing themselves and others and making everyone around them better. The payoff is when you and your team, your families, your customers, and everyone associated with you, is at the top of the mountain feeling fulfilled professionally and personally. And while you can and should take a very brief moment to appreciate one

Keep in mind everyone should be practicing their presentation, answers to objections, and other similar items daily. Also, scheduled sales meetings need to focus primarily on sales skills development, not pie charts and presentations by outside vendors or other department heads.

another and enjoy what you’ve accomplished, you can’t rest

Rule 4: You’re the boss and slave-driver first and foremost.

free newsletter, or if you would like him to speak at your next event,

Most salespeople need to be pushed. Ideally you’d have an entire group made up of the top 10% that are self-motivated and drive themselves, but this is likely not the case. You have to push people and demand more of them than they demand of themselves. Everyone needs someone who will hold them to task and hold them accountable. Even the most driven, self-disciplined people can slack off from time to time. Part of your job is to ensure that doesn’t happen. To make sure they don’t take any plays off, to ensure they give 100% and leave it all out on the field all day every day. Yes, there will be times when it seems like you’re a parent to a bunch of unruly kids. That’s your job. Use all four types of motivation when necessary: external negative, external positive, intrinsic, and peer.

on your laurels because the competition is right behind you trying to take what you have. John Chapin is a sales and motivational speaker and trainer. For his go to: www.completeselling.com. John has over 29 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. For permission to reprint, e-mail: johnchapin@completeselling.com # 1 Sales Rep w 29+ years’ experience, Author of the 2010 sales book of the year: SALES ENCYCLOPEDIA (Axiom Book Awards) – Also the largest sales book on the planet (678 pages). 508-243-7359 - 24/7 johnchapin@completeselling.com www.completeselling.com LINKEDIN: once logged in find me under: johnchapin1 FACEBOOK: http://www.facebook.com/johnjchapin TWITTER: http://twitter.com/johnjchapin DECEMBER 16 15

Got Business Putting Your Best

Manners?

Foot Forward for Better Customer Service by Kate Zabriskie

“I sat there and watched the two of them completely engaged on Facebook. Never mind the fact that I’m a customer, and they are supposed to be helping me. The sad thing is: I’m not sure that they even realized how rude they were. Needless to say, I will never ‘like’ that place. I only go to that store when I’m desperate.” “I sent in a donation and never heard a word from those people. I guess they missed the gratitude lesson in Fundraising 101. The next time I think about contributing to a cause, you can bet I’ll pick a charity that knows how to say ‘thank you.’” “After speaking with that woman on the phone, I felt violated. I know she needed the answers to the financial questions in order to help me, but something just seemed wrong about the whole thing. I can’t put my finger on it, but it wasn’t a good feeling.” At one time or another, most consumers— including you— have had the unpleasant experience of being treated rudely, ignored, or abandoned altogether by people whose job it is to provide you with a given product or service. Amazing? Not really. Infuriating? You bet. Correctable? Absolutely. Sadly, genuine good manners are less and less common these days, and why is that? Do people believe they’re simply too busy? Do they not know what they are supposed to do? Did no one ever teach them what is acceptable? Who knows? And frankly, the reason or reasons for failure are less important than the solution—consistent application of some often overlooked fundamentals. Here are six suggestions for adding social niceties and common courtesy back into your customer service practices. Start your interaction on the right foot. By definition, you’ve only one chance to make a first impression. Don’t squander it by being indifferent. Begin with a simple display of common courtesy: smile, stand or sit up straight, and greet potential customers with “hello,” “good morning,” “good afternoon,” or “welcome.” You won’t regret it. Say “please” and “thank you,” and do it often. “Please” and “thank you” are the WD-40 of solid customer service. Used with sincerity, those three words build rapport, demonstrate respect, and quiet the occasional squeaky wheel. 16 DECEMBER 16

Be mentally present when interacting with the people you serve. For starters, stop toying with pencils, rubber bands, paperclips, etc. that telegraph your boredom. But wait, there’s more: put away your smart phone, close your tablet, mute your intercom, make and maintain eye contact, and listen to what is being said to you. You will step up your effectiveness and efficiency by giving your customers and clients your undivided attention. That doesn’t mean your interactions will take more time; in fact, they might take less because your consumers will reward you for putting them first. Ask for permission. If you work in a business that deals with people’s finances, health, or other personal matters, get in the habit of requesting permission to discuss sensitive information. You may or may not always get the answers you want, but you will give your customers and clients a sense of their control, and in the process of doing that you will affirm your own professionalism. Let the people you serve know what happens next. As a service provider, you must remember that you do what you do day in and day out, and you know how your business works. Those you serve may not. Eliminate uncertainty and reduce anxiety by taking time to familiarize people with processes. When you do, you’ll find your customers are more likely to feel comfortable and confident in your abilities. For example, “Mrs. Jones, I’m going to give you a few minutes to change. Please put on this gown so the opening is in the front. When you’re ready, if you will flip this switch, a light will turn on in the hall to let me know to tell Dr. Black you are ready to see her. Before I leave, do you have any questions for me?” Be genuine. “Your call is very important to us. So important, in fact, that we are going respond to it in the order in which it was received by someone at a location on the other side of the international dateline. So very, very important that while you wait for that distant person to wake up, we’ll entertain you with a medley of boy-band favorites interrupted every thirty seconds by a voiceover that says ‘Your call is very important to us’ even though . . . .” Convincing? Oh yeah, totally. ‘Nuff said.

In a world crowded with sincerely insincere messages, you can stand out from your competitors by taking the time to put yourself in the position of your customers. In short, that’s what good manners are all about. Use them, and you can’t lose.

Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised. For more information, visit www. businesstrainingworks.com.

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For additional information about PIA Trust Insurance Plans, please contact your local PIA Affiliate or call the Plan Administrator at 1-800-336-4759. Additional information is also available on-line at www.piatrust.com. Policies or provisions may vary or be unavailable in some states. Policies have exclusions or limitations which may affect any benefits payable. Underwritten by Unimerica Insurance Company, Portland, ME. Administered by Lockton Risk Services.

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Rock Star

Communication

How to Inspire Action and Commitment by Patricia Fripp, CSP, CPAE

In an era of tough competition, presentations that persuade, educate, motivate, and inspire give you a competitive edge. Good presentation skills are no longer simply nice to have; they can mean career life or death. Imagine yourself in the front row of a ballroom at a convention. Sitting with you are sales professionals from all over the world. This was a software company’s challenging January sales meeting.

beneficial toward their career. He is an engineer, a brilliant leader, and rather shy. He is not a bad speaker; for this meeting, however, he knows he needs to become the corporate Rock Star.

That company had recently bought a competitor, and 40% of the sales professionals had nothing to do with the decision.

Here are the Rock Star Principles that our shy engineer used and that you can also use to become a Rock Star communicator in the business world.

The opening speaker, the company’s president, was challenged with getting everyone to know that they are working for the right company at the right time, that the company’s strategy is sound, and that working for them will prove 20 DECEMBER 16

Rock Star Principle 1: R = Rehearse Great performers and rock stars value rehearsal. When your message is internalized, you know your struc-

ture, could wake up in the middle of the night and deliver your opening and closing, and have informally told your stories, get serious about rehearsal and delivery. When you walk on stage, stand still at front center while you deliver your opening remarks. When you move, do not wander aimlessly; it makes you look nervous! Before an important presentation, schedule daily rehearsal. Rehearse in your own environment. Then rehearse on the stage where you will be speaking. You need to know how many steps it takes to get to the center of the stage. Work with the production company and the audiovisual technicians. Their job is to make you look good. They can’t do their job as effectively if you do not take your sound checks and rehearsals seriously. If possible, do this the day before.

remarks must logically transition into the main message. The body will prove your central idea. After his opening line, the executive answered the audience’s unspoken questions: why was the decision made, what would it mean to them, and why was he the best leader? The person behind the position is the person they would fight for, work long hours for, and whose corporate strategy gives them confidence. We respect the position; we get emotionally connected to the person. It is not only what you say that communicates your message. It is also the subtext, what you aren’t saying outright. Rock Star communicators also realize that in order to inspire action, you need to appeal to the audience’s rational selfinterest. People make decisions for their reasons, not yours. They need to understand what is in it for them.

Rock Star Principle 2: O = Opening The first 30 to 60 seconds of your speech set the tone. They help build anticipation. “Good morning, ladies and gentlemen. What a pleasure to be here.” Sounds polite, but it is predictable, boring, and will not inspire action or commitment. It is not Rock Star quality. Rock Star performers will tell you, “We open with our second best song and close with our best.” These performers may have conversation with the audience to thank them for attending or for years of support but not at the opening! You may be thinking, “I have 45 minutes for my speech. That’s plenty of time to warm up and connect.” Wrong. Your audience is full of stimulation junkies with short attention spans. Come out punching, and grab the audience’s attention. Make them think, “Wow! This is going to be good!” An audience will forgive you for anything except being boring. Predictability is boring. Start with a story, dramatic statement, question, or an inspiring thought. The software president walked out and said, “Welcome to a brand new company!” He then described what had happened that made this the best move ever.

Rock Star Principle 3: C = Core Message Each rock tour has a theme. Know your central theme and core message. Your opening

Rock Star Principle 4: K = Kick-A$$ Closing Remember, rock stars always close on their best song. Review your key ideas, and you have many options to close on a high. Close your presentation with the same words, thought, or vision from your opening. Remember, your last words linger. Leave them with a reinforcement of a key idea or an inspirational thought from your presentation. Consider the technique that the software president used. If you are going to be a Rock Star presenter who inspires action and commitment, do not compete with yourself! Your audience can’t listen and read. A boring PowerPoint with too many words or too much information can sabotage a great presentation. Did your audience come to read or to hear you? Good luck with your journey to inspire action and commitment as a Rock Star communicator. Even though you were not sitting in the front row of a ballroom at a convention, you now have powerhouse suggestions for becoming a Rock Star communicator yourself. Patricia Fripp is an executive speech coach, sales presentation skills, on-line training expert and subject matter expert for Continuing Education at XTRACredits. Her brother, Robert Fripp, is a Rock Star and legendary guitarist with King Crimson. When your message must be memorable in-person or online Patricia Fripp can help. To become a great speaker easily, conveniently and quickly sign up for a trail at FrippVT.com. DECEMBER 16 21

education

STAND OUT! Set yourself apart with the CPIA designation. The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one. Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded! To maintain the CPIA designation: fulfill a bi-annual update by attending one of the three core seminars, an Advanced Insurance Success Seminar, a Pro-to-Pro Retreat, or maintain an active Level 2 or Level 3 membership in the AIMS Society. The CPIA designation is approved by Utica Mutual as part of the premium discount program.

The AIMS Society is a national organization dedicated to providing i nteractive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits. CPIA 1 - Position for Success

CPIA 2 - Implement for Success

CPIA 3 - Sustain Success

During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.

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

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorsements, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WI CE Course # 65338

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Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee per Seminar: Includes Seminar Materials, coffee a.m. & soda p.m.  PIAW Member $165.00 or $172.00 includes WI CE fee  Non Member $200.00 or $207.00 includes WI CE fee CPIA 1 – April 12, 2016

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Nicole Cutraro, CIC Mid-State Insurance & Investment Services Mequon, WI Matthew Jubert, CIC, CPCU West Bend - A Mutual Insurance Company West Bend, WI Christopher Kopp, CIC R & R Insurance Services, Inc. Waukesha, WI

Todd Kriese, CIC, LUTCF Ansay & Associates LLC Appleton, WI

Justin Schuttenhelm, CIC, CISR SIA of the Great Lakes, LLC Green Bay, WI

Roya Romaine, CIC, CISR Neckerman Insurance Services Madison, WI

Michael Sorenson, CIC, CISR Personalized Insurance Agency Appleton, WI

Stacy Schickert, CIC, CPCU, AU, Kelly Staerzl, CIC M3 Insurance, Inc. AIS, Are Madison, WI West Bend - A Mutual Insurance Company West Bend, WI

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

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

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STREET SMARTS Speak less...No one ever put their foot in their mouth when they were not speaking. Worse, if you are speaking, you can't be listening, and we always learn much more from listening.

Mark H. McCormack DECEMBER 16 23

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits COMMERCIAL CASUALTY – REVISED!

January 25-27, 2017 Hilton Garden Inn Milwaukee Park Place — Milwaukee, WI 414-359-9823 $100 PIA room rate through 12/30/16

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• COMMERCIAL GENERAL LIABILITY CONCEPTS & COVERAGE Allen Messer, CIC, CPCU

• COMMERCIAL property coverage forms & endorsements Kevin Amrhein, CIC

• ADDITIONAL INSURED CONCEPTS & ENDORSEMENTS • BUSINESS AUTOMOBILE COVERAGES & ENDORSEMENTS Jerry Milton, CIC

• COMMERCIAL PROPERTY CAUSES OF LOSS FORMS • EQUIPMENT BREAKDOWN Jacklyn Reindl, CIC, CPIA, CPIW

• workers compensation & employers liability John Dismukes, CIC, CPCU, AAI, AIS

• TIME ELEMENT COVERAGES John Dismukes, CIC, CPCU, AAI, AIS

WI CE Course # 1012294

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

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

Utica

Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org

24 DECEMBER 16

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

Open to Anyone & Everyone !

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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 •

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

education

33 Topics in 2016! Each Approved for 2 or 3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo, and to register. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

December 2016 Webinar Schedule TITLE & WI CE

DATE

Regarding Ethics 3 Ethics CE # 1010868, Utica Approved

12/1

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

TIME (CST)

INSTRUCTOR

1-4p

Kevin Amrhein, CIC

12/6

12-3p

Chris Amrhein, AAI

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

12/7

1-4p

Chris Amrhein, AAI

E&O Loss Prevention 3 CE # 1010749, Utica Approved

12/8

8-11a

Becky Lathrop, CIC, CPIA

Words Mean Things and Insurance is a Foreign Language 3 CE # 71019, Utica Approved

12/8

12-3p

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

Food Borne Illness and Insurance Coverage 3 CE # 71001

12/12

12-3p

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

Get in the Ring: Property Claims, Fights and Decisions 3 CE # 71014

12/13

8-11a

David Viola, CIC

Commercial Property Claims that Cause Problems 2 CE # 1010877

12/13

2-4p

Terry Tadlock, CIC, CPCU, CRIS

Health Insurance: Myths, Truths and Solutions 3 CE # 1011195

12/14

8-11a

Karin Klaassen, CLU, LUTCF

Certificates and Additional Insureds: Navigating the Maze 3 CE # 1011192

12/14

12-3p

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

Time Element for Commercial Risks 3 CE # 1011193

12/15

12-3p

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

Leases & Contracts Versus the Insurance Policy 3 CE # 1010872

12/20

8-11a

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

Not Your Grandpa’s Globe: Recognizing & Insuring Supply Chain Interruption 2 CE #71016

12/20

1-3 P

Kevin Amrhein, CIC

Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org 26 DECEMBER 16

education

CIC Ruble seminars Exciting update options, they fill up quickly. March 23 & 24 | Graduate| Hilton Garden – Milwaukee, WI* May 24 & 25 | Graduate | Crowne Plaza – Madison, WI* August 21 & 22 | Cyber Risk | Crowne Plaza Airport – Milwaukee, WI 16 WI CE (*Includes 4 optional Ethics) visit www.piaw.org or call PIA at 1-800-261-7429

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PERSONAL LINES – MISCELLANEOUS

This course addresses the exposures created by watercraft, recreational vehicles, and business activities often encountered when working with personal lines clients. Prompting your client to identify these exposures is crucial, because the ISO Homeowners and ISO Personal Auto Programs provide only very limited overage. You will be better able to design the appropriate coverage for these exposures. The course will also provide an analysis of the important coverage offered through personal umbrella or excess liability policies. It is recommended that students taking CISR Personal Lines Miscellaneous have already taken CISR Personal Residential or have a working knowledge of the Homeowners Policy Form.

CLASS SCHEDULE Instruction Group Lunch Todd Davis, CIC

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8:00 a.m. – 3:45 p.m. 12:00 p.m. – 12:45 p.m. 4:15 p.m. – 5:15 p.m.

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Understanding the

Common Causes

of Insurance Agent E&O Claims

by Angelo J. Gioia

Claims made against insurance agents can derive from many sources; these include quoting and proposing coverage, incomplete and inaccurate applications, written and verbal binders, uninsured exposures, and many others. In general, E&O claims occur because of inadequate training and education, poor risk identification and analysis, lack of uniform practices and procedures, inappropriate organizational structure, lack of compliance with office practices and procedures, time constraints and/or chronic backlog. Knowing the common causes of E&O claims can point your agency in the right direction of knowing how to proactively avoid them. Here are some of the most common E&O errors made by agencies. Cancellations and Non-renewals a. Failure to notify customer of policy cancellation or nonrenewal b. Failure to replace coverage upon cancellation or nonrenewal c. Failure to offer an Extended Reporting Period on a Claims Made policy d. Failure to include additional insured, mortgagees, loss payees, governmental agencies, etc., in the notice of cancellation e. Failure to advise insured in writing of non-renewal of policies in sufficient time. If unable to obtain replacement coverage, advise the insured in time for the insured to obtain coverage elsewhere.

Endorsements a. Failure to procure coverage by endorsing all policies when requested to make a change b. Providing inaccurate information to the carrier c. Failure to increase or decrease limits or add coverage in a timely manner d. Failure to identify or add an additional insured/loss payee e. Making a policy change based on an unauthorized instruction f. Failure to endorse all policies when requested to make a change

Marketing and Selling a. Failure to identify a loss exposure and propose a risk management solution b. Failure to adequately identify value of the exposure and recommend adequate limits c. Errors or omissions on proposals d. Misstating the benefits or coverage provided by an insurance policy or the services offered by an agency

New Business a. Failure to process applications in an accurate and timely manner b. Failure to procure the coverage requested by the prospect/customer 30 DECEMBER 16

c. Failure to adequately identify exposures including advising the customer of any coverage gaps, limitations, or restrictions d. Failure to obtain, add or accurately identify additional insured or loss payees e. Failure to advise the insurer in a timely manner when coverage was bound by the agency on its behalf.

Insured Claims Handling a. Failure to provide timely notice of a claim to the carrier b. Failure to transmit a lawsuit to the carrier in a timely manner, resulting in a default judgment against the insured c. Failure to notify an insurance carrier when other coverage (or a defense) might be provided by another carrier or party d. Alleged claim investigation/adjustment error (e.g. - Giving authorization to an insured to make repairs prior to approval by the insurer) e. Failure to adequately explain policy provisions or misleading an insured to believe coverage will be provided when it will not

Renewals a. Failure to procure a renewal policy b. Failure to duplicate prior coverage c. Failure to adequately identify and secure coverage for new exposures d. Failure to recommend adequate value/limit e. Errors when entering information on renewal applications f. Failure to adequately explain to the insured policy provisions or what must be done to secure a renewal Policy Processing, Backlog and Automation The ability to process your work in a timely and an effective manner is a key ingredient to avoiding E&O claims. Policies renew on certain dates, therefore the ability to manage and prioritize your work is key to avoid having a claim being made against you. Some tasks, like checking

new policies when received, or processing some kinds of endorsements, may seem to be less urgent and get put aside. The truth is, all agencies can and should target to operate with reasonable turnaround for every transaction. When items are not processed in a timely manner, it leads to inefficiency and, potentially, an E&O claim.

The ability to process your work in a timely and an effective manner is a key ingredient to avoiding E&O claims. Hiring, Training & Educating Your Staff When an E&O claim occurs, you can sometimes isolate it to an individual or group of individuals who may have contributed to the loss. Keep in mind it probably was never the intent of these people to cause harm to the agency. Rather, it probably was the result of a lack of training or compliance with procedures. But how can an agency know if they have the right person in the right position? Very few people intentionally do things wrong. Rather, they presume they are acting appropriately. Inadequate training can include a lack of understanding of the customer risk analysis process, inadequate product knowledge, and unfamiliarity with the agency management system. There are many reasons put forth by agencies as to why their personnel may not be adequately trained, but the most common are lack of time, lack of resources, or lack of motivation.

Many E&O claims are the result of miscommunications or incomplete transactions between agency staff members. The more people who must touch a transaction to complete it, the more likely something will not get done as it should. In an automated world, organizations should be flatter and look for ways for transactions to be handled start to finish by the same person. Whenever a transaction is passed from person to person, the potential is increased for someone to make a mistake. When examining E&O claims that have been made, it is often stated by agency managers and staff members that the real reason something was not done or that it was done incorrectly is that the person or persons involved simply didn’t have enough time. Most people feel that their agency is understaffed and that all problems would go away "if only we had more people." Generally insufficient staff is not the problem. Rather, it may be the ability of staff to manage the tasks that must be completed and use the tools available to free up time to complete all tasks required. Conclusion The insurance landscape, marketplace, and regulations are constantly changing. Moreover, with the rise in claims comes the rise in appeals stemming from those claims; the body of appellate law relating to errors & omissions claims against insurance producers is growing along with the frequency of claims. When a disaster strikes and insureds have inadequate coverage, E&O claims are not far behind. There is no shortage

Office Practices and Procedures

of new, insurance-related issues. It is extremely important that

It is important that the entire agency staff know the rules but even more important that they follow them. Even if an agency has good practices and procedures in place, they are not helpful if agency personnel fail to adhere to them and this creates a real exposure to E&O claims. In some instances, and depending on the issue and its relation to a potential claim, an agency may actually be better off having no procedures than having to admit, under oath, that there is no requirement that they be followed, or any consequence if they are not. Consistent practices and procedures should be applied to reduce the chances of errors and to provide the service intended to the agency’s customers.

you don’t assume anything and that you “Know the Rules &

Without written guidelines, agency personnel are forced on an ad hoc basis to use their own best judgment in a variety of circumstances. While their judgment may be generally sound, problems occur when each person develops their own system of operation, some being better than others. Some agencies are actually an amalgamation of several smaller agencies, all operating under the same roof, and each of these mini- agencies may have its own way of doing business, which may or may not be appropriate. Consistency in practices and procedures regarding how business is done is a critical component in E&O claims prevention.

Stay Within Your Own Field and Expertise.” Gioia is an experienced insurance executive and author with 40 years expertise, with a record of providing business leadership, developing and implementing strategic service plans, increasing efficiencies, reducing costs, increasing revenue, improving customer satisfaction and building high performing teams. Gioia has a degree from The College of Insurance (now St. John's University School of Insurance and Risk Management), and is a nationally recognized Professional Liability Expert, publisher, author, and founder of PLUS & AgentsofAmerica.ORG. Professional Liability Underwriting Society (PLUS), established in 1986, is one of the largest professional insurance organizations in the world, with a membership exceeding 7,000. AgentsofAmerica. ORG, is an association dedicated to the personal and professional growth, stability and management of its agent members. AOA is an indispensable resource for news, products, services, education and industry information throughout America. This article first appeared in the Fall 2016 issue of The Demotech Difference, a publication of Demotech, Inc., www.demotech.com DECEMBER 16 31

More people Get Into Trouble For Things They Say Rather Than For What They Do. General Westmoreland called down to the base

Wisconsin STRONG

motor pool one day and asked what vehicles were on the base and available. The Private who answered the call said: "Two jeeps, one truck and one sedan for the stupid General." Not believing what he just heard, the General

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DECEMBER 16 33

Everyday That Kill Success

Attitudes

by John Graham

“Martha has so much going for her, but she could be doing so much more for herself.” How many people do you know or work with like that? What keeps us from getting to where we want to be or what we want to do? Sure, it may be a lack of the right skills, bad luck, having other goals, or just being plain lazy. More likely, however, the answer is elsewhere and much closer to home. We can call them “everyday” attitudes that are so much apart of us we don’t know the damage they’re doing. Here are some of them: 1. “For what I get paid, I do more than enough.” Surprise! You’re probably right. With so much pressure, it’s easy to feel this way today. Even so, it’s the attitude that’s the problem. Otherwise pleasant people become angry, obstinate, negative, and alienated. It’s not the way to move ahead—or even stay where you are. 2. “I’ve put in my time and paid my dues. Now, its my turn.” It may be a choice parking space, extra time off, a plum territory, a promotion, or bigger accounts. It doesn’t make any difference what it is; it’s easy to spot someone with a chip on their shoulder. Their attitude sends the unmistakable message that this person thinks they are special. 3. “Sorry, but I’m really busy right now. Can’t you get someone else?” When asked to step in and help solve a 34 DECEMBER 16

problem, work on a project, develop a plan, or handle a difficult situation, some people make it clear that they can’t be counted on when needed. 4. “They’ll see what happens when I leave. It’ll take three people to replace me.” Even though we know that no one is indispensable, it’s tough for some people to get past the idea that they are the one exception. If asked, they’re quick to let it be known that they carry far more than their share of the load. Those around them often see it quite differently. 5. “Whoa! There’s only so much I can do.” It’s like the parent who installs a “speed limiter” on their kid’s car— only so fast and that’s it. Others put self-imposed limits on what they can or will do. By always playing it safe, they deny themselves the opportunity to see how much they can accomplish. 6. “With so many meetings, I can’t get my work done.” You’re not alone if you feel this way. Companies are plagued with meeting mania wastes that wastes time and

creates stress. Don’t complain; do something about it. Take a “how we can improve it” approach: meeting alternatives, requiring agendas that go to participants beforehand, stand up sessions, setting time limits, and three question participation evaluations. 7. “That’s not my job.” Not long ago, “silos” was at the top of the corporate jargon list—work groups, units, departments, and divisions operating totally separate from others. But countless individuals wall themselves off as if they completely isolated from the organization. They “write” their own job description and stick to it. 8. “I’m a hard worker.” Like beauty, hard work is in the eye of the beholder. Each of us has their own personal definition of what it means to them. But, frankly, it doesn’t make any difference what you and I may think it means. Pampering ourselves is out. Simply put, no one “earns points” or merits a “reward” today for hard work. What counts is measurable and it’s called results. 9. “Unless I get paid extra, I shouldn’t have to do it.” This is a tough one. An employer’ demands can go too far. And employees can be shortsighted by putting on the brakes too quickly and miss opportunities for taking on task that can showcase their capabilities and demonstrate their skills. 10. “Sorry, but I don’t know anything about that.” It’s not unusual to hear those words, particularly when contacting customer service. But that’s far from the only place. Unfortunately, they’re all too common throughout most businesses, sending the message that the person has stopped growing. 11. “My ideas aren’t important.” Not true! Whether they know it or not, most people have ideas and suggestions that can benefit a company. They not only doing their job, but they think about what’s going on around them. It’s a mistake. If

you’re one of them, take a chance because someone wants to hear from you. 12. “I meant to get it done. I’ll get right on it.” Why do some people agree to do something—and then ignore it by doing nothing, even after getting reminders? Sure, there are times when we all forget and a reminder helps. But, others can be chronic offenders and fail to respond even when offered help, being nudged, cajoled, and confronted. Everyone knows them: “If you want it done, don’t bother giving it to Brad.” 13. “I’ve been around long enough and the rules don’t apply to me.” Even though the words may never be spoken, actions make their meaning abundantly clear. Chances are, these are people who won’t be around much longer. 14. “I didn’t know you needed it so soon.” This just might be the most insidious attitude of all for one reason: It’s patently pathetic in its intent. While the words sound so innocent and disarming, it shrouds the fact that those who use this excuse portray themselves as victims. It’s not their fault the work didn’t get done; they didn’t know when it was due. Did they ask? Of course not. They blame someone else for not letting them know. More often than not, it’s self-justifying and defensive attitudes that kill success. Rather than allowing someone to think we could have done more, perhaps much more with ourselves, how much better is it to have them say, “She’s done so much with herself. More than I ever thought she would.” We can call that success. John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm. com, 617-774-9759 or johnrgraham.com.

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

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