PIAW January/February 2022 Magazine by Professional Insurance Agents of Wisconsin

[ JANUARY/FEBRUARY 2022 ]

PROFESSIONAL AGENT

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How do your numbers stack up?

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Community Corner

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Time to divorce your client?

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CONTENTS 4 From the President 6 Memos from Madison 8 From the Boardroom 10 Capitol Update 13 Eye On The Law 14 OCI Administrative Action 16 How do your numbers stack up? 18 Three Deadly “C”s Are Draining Sellers’ Access and Influence 20 Community Corner 23 Goal Setting: Tips For Greater Success 24 HR Snapshot 26 It’s Me, Not You 28 Education 35 Upcoming Events 36 New Members 37 Past President - Jeffrey Mason 38 Directory

We are a community of independent agents and other dedicated insurance professionals, working to promote and improve the independent agency channel. Our mission is to support the advancement and excellence of all independent agencies.

EDUCATE. ADVOCATE. COLLABORATE. EDUCATE

We are the premier association for insurance education in Wisconsin. Grow your knowledge and your bottom line, at our education sessions. Whether you want to pursue a CIC, CPIA, CISR or CRM designation, or just meet your bi-annual Wisconsin CE requirement, you have come to the right place.

ADVOCATE

With lobbyists representing you in Madison and in Washington, D.C., PIA is looking out for your interests and promoting the independent agency channel within state and federal government. Our goal is a regulatory environment that allows your agency to grow and prosper.

COLLABORATE

PIA is a place for you to collaborate with, and learn from, other agents and many other professionals in the industry. Starting an agency? We’ve been there. Growing an agency? We’ve been there. Considering a new agency management system? PIA members have been there. Whether at our PIAW Winter Get-Away event in Minocqua, Annual Convention, YPC Scholarship Golf Outing or dozens of other events, you can collaborate with other professionals who have “been there.”

6401 Odana Rd. Madison, Wi 53719 | (800) 261-7429 | www.piaw.org

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FROM THE PRESIDENT

New Year is the time of year for us to all restart our prospecting opportunities...

RYAN BUTZKE, CIC, CISR President, PIA of Wisconsin

A NEW DIRECTION FOR THE YPC Happy New Year from PIAW to you, your families and your agencies. New Year is the time of year for us to all restart our prospecting opportunities, refresh our business planning and create new beginnings in our goal setting. We use this time to close out the chapter of 2021 and open the new chapter of 2022. In opening our new chapter of 2022 I wish you all a Safe, Prosperous and Happy New Year.

the success and execution of the golf outing. With the success of Engage 2021 and our Winter Get Away, I’m confident the Events committee is up for the challenge.

2022 brings a new direction and goals to attain for the Young Professionals Committee (YPC). Their new focus will be to engage young insurance professionals throughout the state of Wisconsin. I’ve called on the YPC to organize a series of events/activities in 2022 to help form strong relationships amongst themselves and other young professionals entering into or currently working in the insurance industry. I believe those new relationships will continue to support PIAW advancement and the success of the independent agency channel in Wisconsin for many years to come.

• Brewery Tour – Lacrosse / Eau Claire

In the past the main focus of the YPC was to organize and execute a successful YPC golf outing. With the partnership of Wisconsin Mutual and other sponsors, the YPC generated over $300,000 in scholarships college students focused on entering or currently working in the insurance industry. Those students submitted an application to the YPC which the committee reviewed and selected the best applicants to receive the scholarship. With the new direction of the YPC in 2022, the committee will no longer organize the PIA Scholarship Golf Outing. We have a new subcommittee within the Events committee that will focus on continuing JANUARY/FEBRUARY 2022 [ 4 ]

What type of new events/activities will the YPC offer in 2022 you may ask? While the first committee meeting for the YPC isn’t until early January 2022 here are some activities I envision for them to discuss moving forward: • Brewer/Bucks Game - Milwaukee • Wisconsin Timber Rattlers Game Appleton • Escape Room – Wausau • Indoor Golf Event at the Turn – Green Bay • Wine/Beer Tasting – Northern WI I look forward in seeing how the Young Professionals Committee handles their new direction and the tasks ahead of them. I know they are eager to start their discussions and game plan for 2022. If you have a young professional in your agency and are looking for ways to get them involved in PIA of Wisconsin, please look for future information from PIAW on our website, social media outlets, Newsline email and our magazine. I thank you for your continued support of PIAW and I can’t wait to witness the successes of PIAW members in 2022.

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MEMOS FROM MADISON

You’re already out doing good things in your community, and we can’t wait to show people!

PETE HANSON, CAE, CISR Executive Director, PIA of Wisconsin

CORNERSTONES Independent agents are cornerstones of their communities. They advise clients on proper coverages for their homes, lives and businesses. They help clients assess and reduce risks and, of course, they help them recover from disastrous events. The first place many people turn for help is their insurance agent. Indeed, helping people is part of an agent’s job. The same can be said for their carrier partners. The fact is, many people choose insurance as a profession for precisely that reason. It may not be the reason they initially took a job in insurance, but it is the aspect of the job that provides job satisfaction for many and tends to keep them there. It is really no surprise, then, that the people who comprise the insurance industry do a lot of other things to help out, in their communities. It’s in their nature. In honor of this giving spirit, we’re adding a new feature to this publication called Community Corner. This is where we will honor insurance agencies, carriers, brokers and the people who work for them, for their good works and generosity. For this first Community Corner article (see Pg. 20), we used press releases – sent to us recently – that happen to fit the bill. These tend to be from regionalsized companies and large agencies, but we want to encourage PIA members of all shapes and sizes to let us know about the good works they are doing in their communities. Sure, you can send us a press release and a photo. That’s perfect. We will trim those press releases down to a paragraph or two, so that we can fit them all into the space we JANUARY/FEBRUARY 2022 [ 6 ]

have available, and we look forward to running the photos you send us. You say you don’t have a marketing department that can put out a press release? No worries, because we don’t need all that. Just write a short email telling us about how you volunteered, donated or otherwise helped out in your community and attach a photo. You can send it to our Communications Director, Natalie White, at nwhite@piaw.org. You’re already out doing good things in your community, and we can’t wait to show people! For so many reasons, we should talk about our people and their contributions more often. If Community Corner encourages PIA members to take some photos and document their volunteer activities, that’s great. They can use the same photos on their social media accounts to show their clients that they give back to the community. If it encourages PIA members to get out and do more in their communities, even better. Just don’t forget the photo! Have a happy and prosperous New Year, friends!

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FROM THE BOARDROOM

If you haven’t attended a Winter Get-Away, please give this event a shot, this year. You’ll be hooked.

JEFF GLASS, CPIA Past President Liaison

HELLO, ALL. I’M BAAAACK! Hope you had a fantastic holiday s eason and are looking forward to a prosperous 2022. After a few years removed from the PIAW board, I was asked by President Butzke to act as the “Past President Liaison” to the board for 2021-22. The PIAW board of directors created this position a few years ago with the idea of having a former President of PIAW attend working board meetings to bridge the past with the current, working together into the future. My responsibility as the board liaison is to communicate to all the past Presidents current board actions, work with past Presidents on the “Past Presidents scholarship” and try to keep all the past Presidents active and involved with the PIAW. I look forward to this year’s challenge. NOW FOR THE REAL STORY... As an old PIAW President, I have lots of history dating back to 2008 when I was first elected to the board. I’d like to share a funny story that has turned into one of PIAW’s best events. As you may or may not know, there are a few PIAW members who love the Northwoods, myself included. It was the winter of 2009 and past President Eric Lewison and myself were sitting in the Thunderbird bar in St. Germain, WI, enjoying a few “pops.” As time passed, the subject came up on how we can get Ron Von Haden talked into doing a winter PIAW event in northern Wisconsin... It was a “been-in-the-bartoo-long” conversation, selfishly being pursued so we could get time out of the office and snowmobile! Later, when clearer heads re-formulated the idea,

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Eric and I pitched it to Ron. To our great surprise, Ron bought it. So, in January of 2010, the 1st annual PIAW “Winter Get-Away” was held. The event was held at the Lake of the Torches Resort and Casino, in Lac Du Flambeau. This first-year event was sold as CE in the morning, snowmobiling in the afternoon and fun at night. I believe we had 5O-ish PIAW members attend with 20+ bringing snowmobiles for afternoon fun. It was great that Ron was open to taking a chance on our bar-time idea. BINGO, it was a huge success. Over the years, this event has changed locations a few times, had tweaks made for the better and now the Winter GetAway is perfectly dialed-in –offering great CE, awesome afternoon activities, and fantastic nighttime fun. I’ll go on the record saying there isn’t any part of the WGA that would disappoint you. Over the past 11 years, this event has steadily grown to 130 participants – mostly agents. For those who have attended past WGA’s, you know the benefits and fun that are offered. It’s the best bang for the buck for 10 CE credits, 3 full meals and fun you can’t put a price on. Not to mention the relationships built over the years, by all involved! If you haven’t attended a WGA, please give this event a shot, this year. You’ll be hooked. This year will be the 12th annual WGA (see PIAW.ORG for details) and will be held February 2-4 at a (slightly) new location – The Point Hotel and Suites on Lake Minocqua. It’s a fantastic up-north location and trust me, THIS EVENT ROCKS! I guarantee you will not be disappointed.

INTRODUCING

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CAPITOL UPDATE

NATALIE WHITE

Communications Director

Happy New Year! While most of us are looking forward towards a new year and a fresh start on our new (or old) resolutions, at the Capitol it is time to finish up old business and tie up loose ends. Committees are moving bills along and legislators are working hard to push their bills to the finish line before campaign season starts in Spring. As mentioned in the last issue, the PIAbacked raze order reform legislation and NAIC travel insurance legislation were both passed by the Legislature. Both bills were recently signed into law by Governor Evers, solidifying another successful legislative effort for PIA. Another insurance bill, Senate Bill 588, was recently signed into law as Wisconsin Act 114. This law makes a variety of technical changes that were requested by the Office of the Commissioner of Insurance, based upon insights they have gained since last session. Most of these changes were inspired by issues that arose during the pandemic, such as addressing open meeting law requirements for virtual meetings. Despite the end of session on the horizon, new bills continue to come

forward and PIA continues to keep our eyes peeled for issues of interest. Assembly Bill 737 was recently introduced by Representative Adam Neylon (R – Pewaukee) and Senator Rob Stafsholt (R – New Richmond). This bill is based on an NAIC model law regulating insurance in the peer-to-peer car sharing industry. With peer-to-peer car sharing applications already in use in Wisconsin, this legislation would outline liability and responsibilities for the car sharing program. It would also require insurance on participating vehicles and operators and allow carriers to exclude coverage for vehicles participating in sharing programs. The PIAW Legislative Committee is supportive, believing that it is important to ensure coverage exists at all times on shared vehicles, and laying out which party’s coverage is primary at which times. Another bill of interest is Senate Bill 703, which was introduced by Senator Rob Cowles (R – Green Bay) and Representative John Spiros (RMarshfield). This bill would allow for motor carriers with independent contractors to install safetyimprovement devices to their vehicles – without the independent contractor becoming classified as an employee of the carrier. Essentially, the bill would state in law that a motor carrier’s pursuit of safety improvements is not considered to be part of any test for determining a worker’s status under state law. JANUARY/FEBRUARY 2022 [ 10 ]

PIA is continuing to monitor all bills introduced, watching for those of interest to agents, the insurance industry, and small businesses. “Redistricting” continues to be a buzz word in Wisconsin politics, as the map-drawing process continues. State government looks much different than the last time redistricting occurred (following the 2010 U.S. Census), in 2011. At that time, Republicans controlled both the Legislative and Executive branches and controlled the process from start to end. With Democratic Governor Tony Evers able to veto the maps Republican lawmakers passed, in the currently-split government, the process has been much more contentious. With no consensus by the Executive and Legislative branches, map-drawing has to be done by the courts. On November 30th, the Wisconsin Supreme Court issued a majority opinion that maps with minimal changes to current maps would be desirable. This opinion foreshadows new state and federal districts that are largely unchanged from the districts passed by Republicans in 2011. This would be a substantial victory for the GOP and would be one impacting election outcomes for the next ten years. More will become clear in the next few months, as the state Supreme Court is expected to hear oral arguments on January 15, 2022 and issue their ruling with new maps in March.

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FREE LEGAL PIAW MEMBER HOTLINE

1.844.672.1221 INSURANCEHOTLINE@AXLEY.COM

Solving Problems Makes Us Attorneys; Anticipating Them, Makes Us a Partner. Our attorneys have extensive experience in the unique legal needs of insurance agencies. We have represented hundreds of agencies, agents and brokers in all aspects of their business. Î Agency Ownership & Operations Î Mergers & Acquisitions Î Drafting & Review of Carrier, Producer, & Other Contracts Î Confidentiality, Non-Solicitation, & Non-Competition Agreements Î Perpetuation & Succession Planning Î Employee & Independent Contractor Issues Î Representation regarding OCI Licensing & Discipline Î E&O Reporting Obligations

Axley’s free insurance hotline is available to all PIAW members. Our attorneys will respond as quickly as possible. Calls do not constitute an attorney-client relationship. If your issues require more in-depth legal action or advice, you may be directed to seek private counsel. JANUARY/FEBRUARY 2022 [ 12 ]

Eye on the Law

Legal and Practical Considerations for Employers Regarding COVID-19 Vaccinations As we enter the third year of the COVID-19 pandemic, many employers and employees are trying to return to “normal,” including returning to the office. Questions often then arise from employers as far as what they can do to protect their employees, customers, business, and family as we interact face-to-face more often. This has become challenging for employers as emergency rules and judicial decisions are being made on a semi-regular basis regarding vaccination requirements. In September of 2021, President Biden announced a directive for the Occupational Safety and Health Administration (OSHA) to issue an emergency regulation requiring businesses with at least 100 employees to mandate workers receive the COVID-19 vaccine or be tested weekly. Emergency rules are fast tracked, meaning OSHA may promulgate rules without providing notice or opportunity for public comment or hearings. Emergency rules are typically in place for about six months, at which point they are withdrawn, become permanent, or are litigated. On November 5, 2021, OSHA published the vaccination emergency rule, which required employers to (1) develop a mandatory COVID-19 vaccination policy, by either mandating vaccines or allowing a choice between vaccination and weekly testing with face mask requirement; (2) determine vaccination status of each employee, obtain proof of vaccination status, and maintain records of vaccination status; (3) provide reasonable paid time off for employees to receive a vaccine and recover; and (4) report work-related COVID-19 fatalities to OSHA within eight hours, and hospitalizations within 24 hours. Under the emergency rule, employers were given 30-60 days to comply, with the penalty for noncompliance being about $14,000 for each single violation, or up to $135,000 for a willful violation. Just a week later, the federal Court of Appeals granted a motion to stay the emergency rule, which halted the implementation of the emergency administrative proceedings. However, on December 17, 2021, in a turn of events, the Sixth Circuit Federal Court of Appeals, in a 2-1 decision, lifted the stay, thereby reinstating the

vaccination rule. OSHA, in a press release, stated the agency will not begin enforcing the vaccination emergency rule until January 10, 2022, so long as employers are exercising reasonable, good faith efforts to come into compliance with the standard. Many of the plaintiffs challenging the vaccination emergency rule have already asked the Supreme Court to intervene; therefore, this issue will continue to unfold in the coming weeks. The Supreme Court is also considering suits from healthcare workers who are combatting a similar vaccine mandate that the Biden Administration tailored towards those in the medical field. The Centers for Medicare & Medicaid Services (CMS) created an emergency rule in November of 2021 that requires healthcare workers who work at facilities that receive Medicare and Medicaid funding be vaccinated against COVID-19. Similar to the OSHA rule, the CMS rule is currently being litigated. Both emergency rules are expected to be reviewed by the Supreme Court in early January of 2022. Given the on-again, off-again nature of the vaccination emergency rule process, many private employers are uncertain what steps they should or must take to protect their employees and businesses. From a best practices standpoint, private employers with more than 100 employees should take steps to conform to the emergency rule now, rather than waiting to see how the United States Supreme Court rules in the future. Moreover, Wisconsin employers are legally permitted to encourage their employees to get vaccinated. Therefore, many employers have instead chosen to encourage their employees to get vaccinated, regardless of the ongoing concerns surrounding the federal vaccine mandate. Methods of encouraging employees to receive the vaccine include offering vaccination clinics onsite; allowing employees to get vaccinated during work hours; and providing transportation to and from vaccine sites. Axley will continue to provide updates as the situation develops. If you have any questions about the vaccine mandate or insurance related questions, you should contact the PIAW’s Legal Hotline at (844) 672-1221.

This information is provided for the convenience of PIAW members, but cannot be construed as legal advice. Members of PIAW may call toll free (844) 672-1221, or email their questions to insurancehotline@axley.com, to work with an attorney and receive legal information specific to your situation. PIAW.ORG [ 13 ]

OCI ADMINISTRATIVE ACTIONS NATHAN HOUDEK

Commissioner 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.

convictions on a licensing application and failing to timely and accurately complete a federal crime waiver application.

OCTOBER 2021 Allegations & Actions Against Agents

Mohammad Assad, 2020 W Layton Ave., Milwaukee, WI 53221, agreed to the issuance of a one-year conditional insurance license having certain training and reporting requirements. This action was taken based on allegations of engaging in inappropriate conduct towards OCI staff during the licensing process. Heather L. Deckow, 307 S 78th St., Milwaukee, WI 53214, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Troy J. McAnarney, 2921 120th St., Chippewa Falls, WI 54729, agreed to the issuance of a $2,000.00 forfeiture and a two-year conditional insurance license having certain reporting and supervision requirements. These actions were taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, failure to timely report criminal pretrial hearing dates to OCI, and failure to timely and accurately complete a licensing application. Tyler Myers, N6449 Graves Rd., Shawano, WI 54166, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct. Cesar Rodriguez, 2379 NE Loop 410, Ste. 114, San Antonio, TX 78217, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by FINRA and the states of Wisconsin, Ohio, and Florida; failing to make complete and truthful disclosures on a licensing application; and failing to respond to information requests from OCI. Patrick K. Smith, 916 Madison Ave., Fort Atkinson, WI 53538, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Mark A. Springer, PO Box 431, Linden, WI 53553, had his application for an insurance license denied for 60 days. This action was taken based on failing to disclose criminal

Shawn Trebnick, 206 Canyon Pass, Hudson, WI 54016, had his application for an insurance license denied for 90 days. This action was taken based on allegations of failing to disclose a criminal conviction and an administrative action taken by the State of Wisconsin on a licensing application. Janice C. Uberecken, 723 13th Ave. S, St. Cloud, MN 56301, agreed to pay a forfeiture of $1,000.00. This action was taken based on allegations of making an unsuitable annuity sale. Alexander R. Walton, 10709 Tesch Ln., Apt. 46, Rothschild, WI 54474, had his application for an insurance license denied for 60 days. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to disclose an administrative action taken by the State of Wisconsin on a licensing application.

NOVEMBER 2021 Allegations & Actions Against Agents

Tonna Bartlett, 2001 E 7th St., Superior, WI 54880, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Moran Beasley, 507 S Winfield, Kankakee, IL 60901, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Illinois, Louisiana, and Idaho. David F. Brown, 294 Moon Beam Ln., Belgrade, MT 59714, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Washington, North Carolina, and Illinois. Tiana L. Burton, 1301 Pleasant Ln., Green Bay, WI 54313, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Washington, South Carolina, and South Dakota.

JANUARY/FEBRUARY 2022 [ 14 ]

Francoise Cain, 8641 N Teal Ct., Milwaukee, WI 53223, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of California, Washington, and Virginia.

Cole U. Cobb, 3550 Main St., Apt. 7119, Houston, TX 77002, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Cindy A. Frankiewicz, 1000 Country Rd. H, Blanchardville, WI 53516, agreed to the issuance of a one-year probationary insurance license having certain supervision and reporting requirements. This action was taken based on allegations of failing to disclose a criminal charge and an employment termination for cause on a licensing application, having an employment termination for cause, and failing to timely disclose a criminal charge to OCI.

Latrice Conway, 7117 96th Ave., Kenosha, WI 53142, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Adam B. Damrill, 18411 Longfellow Ave., Lake Oswego, OR 97035, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Oregon, Indiana, Washington, and South Carolina. Tami Delong, 11850 Dr. Martin Luther King, Jr. St. N, St. Petersburg, FL 33716, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Louisiana, Washington, and Indiana and of making misstatements on a licensing application. Gregory C. Diedrich, 500 N Rainbow Blvd., Ste 300, Las Vegas, NV 89107, was ordered to pay a forfeiture of $750.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Nevada, Indiana, and Texas. Jalen Elliott, 2434 S Dewey Ave., Beloit, WI 53511, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Chad M. R. Foley, 6800 W 115th St., Ste. 2511, Overland Park, KS 66211, was ordered to pay a forfeiture of $500.00.

Emmanuel Harris, 237 South St., Waukesha, WI 53188, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Duran S. Hills, 302 E Hadley St., Milwaukee, WI 53212, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Amanda Hoffman, 13725 N Moonglow Ln., Pocatello, ID 83202, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of South Dakota, New Mexico, and Washington. Alyssa N. Hughes, 1719 Redtail Dr., Hartford, WI 53027, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jeffrey E. Jaenke, E13930 Stelter Ct., Fall Creek, WI 54742, agreed to pay a forfeiture of $500.00. This action was taken based on allegations of making an unsuitable annuity sale. Zollie S. Johnikin, 716 S 28th St., Milwaukee, WI 53215, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. CONTINUED ON PAGE 17

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F E AT U R E

How do your numbers stack up? By Al Diamond, President, Agency Consulting Group, Inc. Have you ever wanted to compare your Statement of Activities (P&L) to other agencies around the same size as yours? How does your profit per employee stack up with other agencies? The following are composite numbers for agencies with revenues of $1 million, $2 million, $3 million and also a larger category averaging $9 million. The data is courtesy of Agency Consulting Group. Grab your P&L and your calculator and see how you do! 2020-2021 COMPOSITES OF AGENCY OPERATIONS

JANUARY/FEBRUARY 2022 [ 16 ]

CONTINUED FROM PAGE 15 - OCI ADMINISTRATIVE ACTIONS

Amarri Jones, PO Box 780786, San Antonio, TX 78278, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Delaware, Texas, and Idaho. Fred K. Kaufmann, 475 Pebble Creek Pass, Wales, WI 53183, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Brandon A. Lewandowski, 13412 Thraves Ave., Garfield Heights, OH 44125, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Indiana, California, and Idaho. Jennifer L. Matte, 1713 Jackson St., Manitowoc, WI 54220, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to respond to inquiries from OCI. Christopher J. Monroe, 4023 W Misty Dr., Taylorsville, UT 84129, was ordered to pay a forfeiture of $750.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Louisiana, Virginia, Washington, and California and failing to disclose criminal charges and convictions on a licensing application. Loretta A. Morris, 908 E 100th Pl., Chicago, IL 60628, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Indiana, Oregon, and Washington. Bryce Moss, 35 S 800 West, Lindon, UT 84042, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of California, Louisiana, and North Carolina. David C. Osborn, c/o ConnexionPoint, 9490 S 300 West, Ste. 400, Sandy, UT 84094, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of North Carolina, Indiana, and New York. James Petrizzo, 866 Tuscany CV, Boulder City, NV 89005, had his application for an insurance license denied. This action was taken based on allegations of failing to respond to inquiries from OCI regarding a Nevada administrative action related to the sales of securities. David M. Phillips, c/o HealthPlanOne, LLC, 13430 N Black Canyon Hwy., Ste. 290, Phoenix, AZ 85029, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Louisiana, Indiana, and Texas. Jameson T. Russell, 311 W Garden St., Apt. 3, Chippewa Falls,

WI 54729, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jennifer A. Satterstrom, 11880 W Janesville Rd., Apt. 2A, Hales Corners, WI 53130, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Kim M. Schaffer, PO Box 1963, Eagle River, WI 54521, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Robert L. Stewart, 27 Grant St., New Salem, PA 15468, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Virginia, Indiana, California, North Carolina, and Washington. Muriel J. Stulen, 9438 S Cty. Rd. E, Solon Springs, WI 54873, had her application to reinstate her insurance license denied. This action was taken based on allegations of providing incorrect information on a licensing application, having a history of unpaid taxes and civil money judgments, and demonstrating financial irresponsibility in the conduct of business. Kristen J. Szekely, 7801 88th Ave., Lot 33, Pleasant Prairie, WI 53158, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Kirsten VanNest, 218 Wilson Way, Marshfield, MO 65706, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type activities and failing to apply for and obtain a federal crime waiver. Justin J. Vedder, 24311 Cascades Dr., Laguna Niguel, CA 92677, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Louisiana, New York, and North Carolina. Robert N. Walker, 3431 N 10th St., Apt. 822, Sheboygan Falls, WI 53085, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Justin D. Williams, 13979 NW Greenwood Dr., Portland, OR 97229, 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 Oregon and failing to disclose involvement in a lawsuit containing allegations of fraud, misappropriation or conversion of funds, misrepresentation, or breach of fiduciary duty on a licensing application. Mack T Wurtz, 517 Pottawatomie St., Leavenworth, KS 66048, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Kansas, Arkansas, Ohio, and Idaho.. H

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. PIAW.ORG [ 17 ]

F E AT U R E

Three Deadly “C”s Are Draining Sellers’ Access and Influence By Jesse Laffen There are three forces at work in modern selling that are stifling revenues in B2B companies. Though they’re rarely spoken by name, the effects of these forces are extremely well-known. They pop up in conversation like this: “It doesn’t matter what we do, the best price always wins.” “I can’t get the right people to take a meeting” “It used to be a hot lead, but now I’m getting ‘ghosted.’” Today’s prospects have developed a routine method of buying that leads to statements just like these. They’re being caused by the Three Deadly Cs:

In order to understand why prices play an outsized role in your sale, you must understand how the human brain is wired to make decisions. Your prospects aren’t actually built to make the best decision, especially when the best decision is a difficult one. Instead, your prospect’s brain is looking to make the easy decision, but not because your prospects are lazy. The part of the brain responsible for keeping us alive is the part that makes most decisions. If it gets confused, it removes confusion rather than engaging more resources to figure things out. It’s just biology

• Commoditization: Sellers all sound the same, and prospects can’t tell them apart. • Compressed Selling Time: More and more of the purchase process is made without a seller in the picture. • Consensus Decision-Making: Prospects no longer have a single decision-maker, opting instead for decision-bycommittee.

You’ve likely seen this in action. A prospect tells you that they’re trying to get an “apples to apples comparison.” Instead, they’re removing complexity so they can make the easy call, the lowest price.

Prospects have been operating this way for a long time now. They have no incentive to change the rules. Option one is to respond, providing more value earlier in the sale. Option two is to resign, wait to be invited and compete on price alone.

Prospects commoditize us when we fail to reach that connection. We show up and say many of the same things as our competitors. Our differentiators never make a prospect think This is going to make a threat disappear.

Each of the Three Deadly Cs renders a different punishment upon today’s unprepared or ill-equipped seller. Understanding each one is the start to reversing the tide and gaining back access and influence in your sale.

COMPRESSED SELLING TIME What if we lived in a world where information had no value?

COMMODITIZATION What if the reason prospects buy based on price has nothing to do with savings?

But prospects that see you as the way to solve a priority won’t need to compare. They’re hungry, and your apple is the solution.

Years ago, winning deals was based on proximity and responsiveness. If a prospect wanted to learn about a product or a solution, they had to contact the companies selling it to gather information. Today? That’s no longer the case.

JANUARY/FEBRUARY 2022 [ 18 ]

Prospects that enter the marketplace have all the information they could ever want. Like anything, when the marketplace is flooded with a particular item, that item loses value. Since the internet started to really work, information has lost all value. Because of this, prospects do most of the buying without you. They do the research. They name a solution. They contact three to five organizations they think can do what they want. Is it possible that the prospect got it wrong? Absolutely! In fact, when prospects buy with a trusted advisor (read: seller) at their side, from the very beginning, they report less remorse and higher satisfaction. But here’s the problem: Sellers that only offer information provide no value, so why bring them in? If you want to take back some of that time, you have to show up with something of value. Insights that help them understand emerging threats and explain why things are happening to them are the way to unlock access. They get you in, earlier on, so you have the time you need to find their priority and connect with it. CONSENSUS DECISION-MAKING When was the last time the whole family wanted the same thing for dinner? For most of us, planning something as predictable and repeatable as dinner can be a challenge. Here’s some bad news: your prospect is trying to decide something way more complicated, with far more people, and even stronger competing priorities. Every time the economy restricts, buying teams get larger. Every time the economy expands, the size of those buying teams stays the same. It’s not unheard of today to deal with seven or more members of a buying committee.

It’s a wonder anything gets bought at all. As sellers, we often work against ourselves by trying to meet the individual priorities of individual members. Unfortunately, making this work relies on the committee finding their own cohesion. It leaves too much to chance. Sellers that understand how to unite the committee around a shared priority will shorten cycle times and lose fewer deals. PREPARE AND EQUIP YOUR TEAM You have certainly felt the Three Deadly Cs. If you want to stay relevant in today’s accelerating world, you must find a way to conquer them. If you have answers for any of the following questions, you’re off to a good start: •W hat is the real reason prospects should choose you? •W hat would you say to a high-level decision-maker to get a meeting with her next week? •W hat group priority can you unite a committee around? If you can’t answer these, and you don’t take action, you face a future of fulfillment. Your sales team will exist to produce quotes when asked and will win when they’re the lowest price. The alternative is a future in which your team is providing real value. One where you’re helping prospects eliminate threats and solving emerging challenges. When you win back your access and influence, it’s a much happier and financially healthier place to be. ABOUT THE AUTHOR Jesse Laffen is a co-author of The Priority Sale: How to Connect Your Real Impact to Your Prospects’ Top Priorities, and a partner in Revenue Path Group, where he helps B2B sales companies prepare and equip their teams to sell the way modern prospects buy. For the first steps you and your team can take right now, visit www.theprioritysale.com.

As a regional mutual company with over 100 years experience, we’re here for you now and in the future.

M A D I S O N M U T UA L .C O M

ANYTHING CAN HAPPEN WE HAVE YOU COVERED Matt Disher - Wisconsin Marketing Representative 608-515-4551 - mmdisher@madisonmutual.com

If you are an independent agent looking for a regional company that understands the challenges of writing personal lines, property/casualty insurance in the Midwest, we would like to speak with you.

PIAW.ORG [ 19 ]

COMMUNITY CORNER INTRODUCING “COMMUNITY CORNER” a new feature highlighting the amazing work that our PIA Members are doing in their communities. Every installment will share the many different ways that PIA Members are giving back. If you, your agency, or your company are getting involved in your community, please share that with us! Send your story and any photos of the action to nwhite@piaw.org.

ACUITY’S 2021 HEALTH CHALLENGE

Over 500 participants took part in Acuity’s Annual Health Challenge, which was now in its nineth year. This year, the Health Challenge featured a 5K or 2-mile run/walk, or donation sleep-in and virtual race alternatives. Over 450 people completed the challenge on-site at Acuity’s campus in Sheboygan. Acuity has announced that more than $12,000 was raised from the challenge, which was given to benefit Aurora’s Vince Lombardi Cancer Center-Sheboygan!

M3 VOLUNTEERS AT LOCAL FOOD BANK

Several members of the M3 Insurance team took time to volunteer and give back to Second Harvest Foodbank of Southern Wisconsin as part of the 2021 Share Your Holidays campaign. Food insecurity is an unfortunate reality for up to one in ten people in southwestern Wisconsin, and M3 has partnered with Second Harvest for many years to help address the need through donations of time and raised funds.

JANUARY/FEBRUARY 2022 [ 20 ]

ROBERTSON RYAN’S 2021 SERVICE WEEK

Robertson Ryan held their annual “Service Week” and set new volunteer records once again in 2021. With an environmentally focused theme for service, volunteers worked together on a variety of outdoor projects, giving face-lifts and cleaning up community spaces and waterways. This years’ Service Week boasted a whopping 225 volunteers who spent 675 hours volunteering across twenty-three different states.

WEST BEND’S 2021 UNITED PERFORMING ARTS FUND CAMPAIGN

West Bend Mutual has been a strong supporter of the performing arts for years, but this year’s United Performing Arts Fund (UPAF) campaign was more important than ever as arts organizations work to recover from the shutdowns and many persistent challenges of the COVID-19 pandemic. Through a fun and interactive campaign including a silent auction, 50/50 raffle, ice cream float sale, virtual board painting class and more, West Bend was able to raise more than $53,000 to help revive the arts scene in Eastern Wisconsin. Heather Dunn,West Bend’s senior vice president and chief financial officer, and Jim Schwalen, West Bend’s senior vice president - Personal Lines and Marketing, were treated to pies in the face after the company met its annual campaign goal. PIAW.ORG [ 21 ]

IMT SUPPORTS COMMUNITY ORGANIZATIONS ON GIVING TUESDAY

On November 30th, dubbed ‘Giving Tuesday,’ IMT pledged a $2,500 donation every hour between 9 a.m. and 4 p.m., for a total of $20,000 to go to local community organizations in their territory with a need. These pledged funds are going to organizations selected from the 2021 IMT Community Contest program winners and other organizations selected by IMT.

ready for

a new beginning? It’s time to start a new chapter in your story. Consider becoming an independent Erie Insurance agent. • 13th largest auto insurer in the U.S.1 (even though we only operate in 12 states and the District of Columbia) • 12th largest home insurer in the U.S.1 • 13th largest business insurer in the U.S.2 • Support from a dedicated sales team and your own underwriter • FORTUNE 500® company • High customer retention3—over 90%

Limited appointments available, so visit BecomeAnErieAgent.com to learn more, or contact me today: Fred Johnson, CIC Vice President & Branch Manager, Wisconsin Branch (262) 798-1941 or (877) 740-3743 Fred.Johnson@erieinsurance.com Erie Insurance agents are independent contractors and not employees. All Erie Insurance agents are subject to all terms and policies as outlined in the Erie Insurance Agency Agreement and related policies and procedures. 1 Based on direct premiums written, Best’s Insurance Reports 2020. 2Based on direct premiums written, commercial multi-peril writers, Best’s Insurance Reports 2020. 3Based on year-overyear retention rate data compiled by ERIE as of December 31, 2020. CMS149_30 6/21

BE AN ERIE AGENT JANUARY/FEBRUARY 2022 [ 22 ]

F E AT U R E

Goal Setting: Tips for Greater Success • Write goals down. This crystallizes them and gives them more force. • Keep operational goals small. Keep the low-level goals that you’re working towards small and achievable. If a goal is too large, it can seem as though you are not making progress towards it. Keeping goals small and incremental gives more opportunities for reward. • Set performance goals, not outcome goals. You should take care to set goals over which you have as much control as possible. It can be quite dispiriting to fail to achieve a personal goal for reasons beyond your control. The opening section of CPIA 1, Position for Success, closes with a quote from Lily Tomlin. It goes like this: “I always wanted to be someone when I grew up... I should have been more specific.” As a producer—or, for that matter, any kind of insurance professional—how many times do we have the same thought? Getting specific about what we want to accomplish is vitally important to ongoing success – in business and in life.

In business, these reasons could be bad business environments or unexpected effects of government policy. In sports, they could include poor judging, bad weather, injury, or just plain bad luck. If you base your goals on personal performance, then you can keep control over the achievement of your goals and draw satisfaction from them.

If you’ve been around fellow CPIAs, you’re probably familiar with the notion of S.M.A.R.T Goals—ones that are Specific, Measurable, Attainable, Relevant and Timebound. The folks at career-skills-development resource Mindtools.com offer these guidelines that might help you boost your goal-setting effectiveness and success:

• Set realistic goals. It’s important to set goals that you can achieve. All sorts of people (for example, employers, parents, media, or society) can set unrealistic goals for you. They will often do this in ignorance of your own desires and ambitions.

•B e precise. Put in dates, times, and amounts, so that you can measure achievement. If you do this, you’ll know exactly when you have achieved the goal, and can take complete satisfaction from having done so.

It’s also possible to set goals that are too difficult because you might not appreciate either the obstacles in the way or understand quite how much skill you need to develop to achieve a particular level of performance.

•S et priorities. When you have several goals, give each one a priority. This will help you avoid feeling overwhelmed by having too many goals. Also, it helps direct your attention to the most important ones.

Are there items listed here that you already find value in doing? Are there some you’ll implement after reading this? Are there any you disagree with? What others would you add to this list?

PIAW.ORG [ 23 ]

HR Snapshot

CAN I ASK AN EMPLOYEE IF THEY’RE PREGNANT? We recommend you not ask an employee if they’re pregnant and, instead, wait for them to inform you. With few exceptions, employers may not inquire about an employee’s medical information unless the employee has requested an accommodation or leave, and employees are usually under no obligation to inform their employer of a pregnancy. The only exception to the latter is that some leave laws require advance notice if an employee is planning to take foreseeable leave (such as for baby bonding). Employers often want to ask this question because they believe they need to take special precautions with pregnant employees. That, however, is generally not the case. If an employee informs you of a pregnancy, we recommend you keep the following in mind: • You may not require medical certification indicating that an employee may continue working while pregnant. • You may not put the employee on restricted duty or make any other modifications to their work unless they have informed you of restrictions due to a health condition. • You may not force a pregnant employee into a leave of absence or work restriction if they are still capable of performing the essential duties of their job. • The employee alone is responsible for making decisions that affect their safety and that of their future offspring, and the employee is protected from retaliation if they raise a complaint or concern on those grounds. • Once the employee notifies you of the pregnancy, you should ensure they know about the options available if at some point they need an accommodation. • State law may require that you provide the employee with certain notices. • State law may require that certain accommodations be offered to pregnant Answer from Laura, employees, even if they do not have conditions that rise to the level of SHRM-CP disability. • The employee may be entitled to take leave during and after the pregnancy.

ONE OF OUR EMPLOYEES HAS TAKEN ON A SECOND JOB, AND I’M CONCERNED THE ADDITIONAL WORK MIGHT HURT HIS PERFORMANCE OR INTERFERE WITH HIS WORK FOR US. WHAT DO YOU RECOMMEND? If you haven’t had previous issues with this employee’s performance, I wouldn’t worry too much about his taking a second job. Side jobs are common, and many people manage them just fine. You can certainly reiterate your performance expectations, whether that’s completing assignments on time, immediately responding to messages, or meeting production quotas. If at some point the quality of this employee’s work does begin to suffer, I would meet with him sooner rather than later to address the issue. A simple warning may be enough to get his performance back on track. Other options might include a performance improvement plan or a modified schedule that helps him better balance the two jobs. Another consideration you might make is whether there are additional job opportunities at your place of employment that would appeal to this employee. Chances are he’s taken a side job to earn extra pay, expand his network, or enhance his work experience. Those may be goals you can help him achieve so he doesn’t have to look for work elsewhere. JANUARY/FEBRUARY 2022 [ 24 ]

Answer from Kyle, PHR

WHAT ARE EFFECTIVE WAYS TO MANAGE REMOTE EMPLOYEES AND MONITOR THEIR WORK?  Managing remote employees can certainly be a challenge. Here are some of the practices we recommend:  • Set measurable goals around quality of work. Whether employees get their work done to your satisfaction is more important to your bottom line than whether they’re always at their workstation. Make all the resources necessary for employees to do their jobs remotely easily available. These may include phones, computers, extra monitors, video conferencing software, and instant messaging apps. If you need employees to have fast internet speeds, consider subsidizing the necessary costs.  • Create and communicate a work-from-home policy so everyone knows what’s expected of them.   • Talk regularly with employees about what’s working well and not-so-well. Encourage them to reach out to HR or a manager if remote work is causing any difficulties or challenges.   • Hold all meetings virtually, even if some people are working in a company office, so everyone is equally able to participate. This means having employees who are in the workplace login from their individual computers and not be in the same room as their other in-office colleagues during the meeting.  Answer from Sarah, • Promote a good work-life balance by making sure remote employees know PHR, SHRM-CP when their workday ends. It’s very easy for employees working at home to spend more time working than they would in an office environment.

AN EMPLOYEE WORKED UNAUTHORIZED OVERTIME. DO WE HAVE TO PAY THEM THE TIME AND A HALF FOR THESE HOURS? Yes. Any overtime worked by non-exempt employees must be compensated, regardless of whether the overtime was authorized. We recommend communicating with the employee about work expectations outside of their scheduled workday, making it clear that the company does not expect or permit employees to work unauthorized time and that working without permission is subject to disciplinary action. Assuming you have a policy that requires overtime be authorized ahead of time, you can (and should) discipline employees for working unauthorized overtime, just as you would for any other violation of your policy. An oral or written warning may suffice for the first offense. Repeated offenses may warrant further corrective action, up to and including termination.

Answer from Margaret, PHR, SHRM-CP

WHAT IS A WORKWEEK? IS IT JUST OUR HOURS OF OPERATION? A workweek is not the same thing as your hours of operation. Rather, it defines the 168-hour period (i.e., seven 24-hour days) in which you track your non-exempt employees’ time to determine whether they’re owed any overtime premium pay. The workweek can start and end whenever you would like (e.g., Saturday at midnight or Tuesday at noon), but it should change rarely, if ever. Changing it to avoid paying overtime would violate the Fair Labor Standards Act and could lead to wage complaints. Your employees should know what the workweek is. We recommend posting it in a place they’ll see, like a wall in the office kitchen or in the employee handbook.

PIAW.ORG [ 25 ]

Answer from Kelley, PHR

F E AT U R E

It’s Me, Not You (Actually, Maybe It Is!) When It’s Time to Divorce Your Clients By Kate Zabriskie

From time to time and for myriad reasons, service providers need to let a client or class of clients go. As with any other difficult conversation, there’s a right way and a wrong way to make the decision and break the news. Over a hundred of her clients only use her services once a year. They expect champagne service on a beer budget, and they pull her attention away from the people she works with regularly. This group is weighing her down, and after some soul searching, she’s decided they’ve got to go. Her business is running her, and it’s not working. Plain and simple, he doesn’t like working with them. They pay late, they always look for extras, and they’re generally unpleasant. Life’s too short, he doesn’t need the work, and today is the day he’s pulling the plug. They pay their bills on time, they’re as regular as clockwork, and they’re no longer profitable. They’ve been great clients, and she dreads having to tell them they’re no longer a fit. Nevertheless, due to resource constraints, it’s got to be done.

From time to time and for myriad reasons, service providers need to let a client or class of clients go. As with any other difficult conversation, there’s a right way and a wrong way to make the decision and break the news. Step One: Be Methodical When Making the Decision Snap judgments can feel good in real time. Later, however, many people come to regret actions they’ve taken in the heat of the moment. So, when the thought of leaving a client enters your mind, take a step back and ask yourself why. Does the client not fit with your business model anymore? Does the person bring you down in some way? Does helping the client take away from more important work? If you answer “yes” to any of those questions, it’s time to think about what you will accept, what you won’t, and what types of clients make sense for where you are now and where you

JANUARY/FEBRUARY 2022 [ 26 ]

want to be in the next few years. Once you have clear criteria, you have something against which you can evaluate. Step Two: Ask Yourself if the Relationship Is Truly Finished After you’re clear about what you want and the kind of client that fits the bill, you must decide if the relationship is finished or if it has rehab potential. For example, if a client is always late and that is what’s making the relationship unpleasant, a frank conversation may solve the problem. On the other hand, if the client doesn’t value you or his or her business is no longer part of your core service, you may want to say goodbye. Alternatively, if you can be had for a price, consider revising your fees. Some people may be perfectly happy to pay to stay. Step Three: Determine Whether You Will Make a Clean Break or Recommend an Alternative When a client’s behavior is perfectly fine but the client no longer a fit, sending them in another direction may make a lot of sense. When you do, however, you need to be clear that you are out of the picture and not a go between for managing the new relationship. In other words, if something goes wrong, you’re not involved. At the other end of the spectrum, if the person or people you need to break up with are abusive, it hardly makes sense to recommend a colleague. After all, would you want people sending toxic clients your way? Probably not. Step Four: Choose the Right Time When you make a split can be as important as how. For instance, if you’re an accountant and just before tax time you make a break with clients who only use you at tax time, you’re going to make a lot of people angrier than they need to be. When possible, provide ample warning. Step Five: Keep Your Message Short and Direct When you break the news, keep you explanation brief.

“Karen, I have some updates about my business and where my focus is for the coming year. We’ve been shifting our attention to full-service clients for quite some time. Fullservice clients are people who need us every month and not just once a year. You should know this is the last year I’m going to be handling clients who do not need our full services. Based on what I understand from working with you, I don’t think full service is something you need. Am I correct?” If the breakup is a result of a client’s behavior, the message may be a little different.

“Roger, for our services to work, we need clients who respond when we ask for their feedback. We don’t have the resources to manage the follow up required when we don’t hear anything. Because feedback isn’t happening and it’s been an ongoing issue, we’re going to step away from the relationship.” Step Six: Stand Firm and Stay Calm Some people take a split well, and others don’t. No matter the reaction, you should stay calm stick by your carefully reasoned decision. No matter the reason, splits are rarely fun when they’re happening. Once they’re over, however, they can free you to tackle new challenges and do the work that makes you happy. ABOUT THE AUTHOR 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.

PIAW.ORG [ 27 ]

EDUCATION

NEW TOPICS ADDED! 3 WI CE CREDITS. LIVE (NOT PRE-RECORDED). NO TEST. NO PROCTOR. Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo and registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non-Member. Includes WI CE fees.

January 2022 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Insurance Jeopardy! Testing Your Knowledge of Personal & Commercial Lines 3 WI CE # 6000080506

1/11

8-11a

Steve Lyon, CIC, CPCU, ARM

Cyber – Evolution, Exposures, Incidents & Insurance 3 WI CE # 6000082637

1/13

8-11a

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

Commercial Insurance Coverages, Court Cases & Chaos 3 WI CE # 6000082635, Utica Approved

1/13

12-3p

Terry Tadlock, CIC, CPCU, CRIS

Personal Lines Coverage Concerns: Annoying But Important 3 WI CE # 6000080480

1/18

8-11a

Scott Treen, CIC

Ethics: Essentials for the Insurance Producer 3 WI ETHICS CE # 6000080505

1/18

12-3p

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

“How/Where the %^* Will I Live?” Insurance Solutions for the Long-Term 3 WI CE # 6000080419

1/20

8-11a

Corey Wilkins

Commercial Property – Direct vs Indirect Damage 3 WI CE # 6000080287

1/20

12-3p

Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW

Personal Lines Clients and Their New Normal 3 WI CE # 6000080286

1/27

8-11a

Nicole Broch, CIC, CISR, PLCS

Chris Amrhein’s “Adventures in Aging”: Medicare and Other Retirement Healthcare Solutions 3 WI CE # 6000108253

1/27

12-3p

Chris Amrhein, CIC

Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org JANUARY/FEBRUARY 2022 [ 28 ]

February 2022 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Homeowners in Real Life: Tales of Claims & Coverage 3 WI CE # 6000080508

2/10

8-11a

Nicole Broch, CIC, CISR, PLCS

Is This Stuff For Real? Understanding & Insuring Emerging Risks 3 WI CE # 6000080265

2/10

12-3p

Steve Lyon CIC, CPCU, ARM

That’s Personal: Home & Auto Exposures Your Insured Doesn’t Share (and Why That’s Bad) 3 WI CE # 6000080266 Utica Approved

2/15

8-11a

Scott Treen, CIC

Flood Insurance, FEMA, and the NFIP 3 WI CE # pending

2/15

12-3p

Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW

Planting the Seed: Agent Strategies to Get and Keep Agribusiness Insureds 3 WI CE # pending

2/17

8-11a

Sam Bennett, CIC, AFIS, CRIS, CPIA

Chris Amrhein’s “Adventures in Aging”: Social Security and Other Retirement Income Solutions 3 WI CE # pending

2/17

12-3p

Chris Amrhein, CIC

Certificates of Insurance and the Coverage Issues that Go With Them 3 WI CE # pending

2/22

8-11a

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

Lurking: Surprises in the Contractor’s CGL Policy & Endorsements to Watch Out For 3 WI CE # pending

2/22

12-3p

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

The Evolution of Ethics in Insurance 3 WI ETHICS CE # 6000082722

2/24

8-11a

Corey Wilkins

Contracts Agents Should Read 3 WI CE # 6000080507

2/24

12-3p

Terry Tadlock, CIC, CPCU, CRIS

Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org PIAW.ORG [ 29 ]

EDUCATION Upcoming Opportunities CIC WEBINARS & CLASSROOM

Anyone Can Attend No Exam or Proctor Required for CE 16 WI CE Each – Optional, Virtual Exam the Following Week

JANUARY 19-20 Commercial Multiline Webinar

MARCH 9-10 Personal Lines Webinar

April 5-6

Company Operations West Bend Mutual

CIC GRADUATE RUBLE WEBINARS & CLASSROOM Exciting update option for CICs, CRMs, and CISRs! 16 WI CE

FEBUARY 16-17 Webinar

JUNE 15-16

Includes 4 Ethics CE Acuity – Sheboygan

DECEMBER 14-15 Webinar

CISR WEBINARS

Anyone Can Attend 7 WI CE Each – Optional, Virtual Exam the Following Week

JANUARY 13

FEBRUARY 4

Personal Lines Miscellaneous

Commercial Property

JANUARY 25

FEBRUARY 10

Commercial Casualty I

Agency Operations

MARCH 3

Elements of Risk Management

MARCH 24

Life & Health Essentials

CPIA WEBINARS Anyone Can Attend 7 WI CE Each – No Exam

MARCH 10 CPIA 1 – Position for Success

APRIL 13

CPIA 2 – Implement for Success JANUARY/FEBRUARY 2022 [ 30 ]

MAY 12

CPIA 3 – Sustain Success

Jennifer Saelens, CIC Alongi Santas Moss Insurance Agency Beloit, WI

NEW CICs

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 16 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself? Heather Brock, CIC Sentry Insurance Stevens Point, WI

Kathleen Stinson, CPRM, CIC American Family Insurance Madison, WI

Shelly Jordan, CISR Figi Insurance & Financial Services Monroe, WI Nicole Kiesow, CISR TRICOR, INC. Plymouth, WI Nicole Mims, CISR TRICOR, INC. Lancaster, WI

NEW CISRs

The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who have already experienced the benefits. Jamie Bernhardt, CISR Ansay & Associates LLC Cedarburg, WI

Emily McCutcheon, CIC, CISR Ansay & Associates LLC Port Washington, WI

Rosanna DiSalvo, CISR Ansay & Associates LLC Port Washington, WI

Louis Pelletier, CIC Hays Companies Milwaukee, WI

Bobbi Gofus, CISR TRICOR, INC. Lancaster, WI

Stacie Roloff, CIC Society Insurance Fond du Lac, WI

Beth Gollhardt, CISR Church Mutual Insurance Co. Merrill, WI

PIAW.ORG [ 31 ]

Connie Rogowski, CISR Rodrian Insurance Brookfield, WI Kathleen Salo, CISR Vizance, Inc. Appleton, WI Amy Seidler, CISR Ansay & Associates LLC Mosinee, WI Stacy Steinfeldt, CISR The Insurance Center Onalaska, WI Vicky Zacharias, CISR Johannesen-Farrar Insurance Delavan, WI

12TH ANNUAL PIAW WINTER GET-AWAY REGISTRATION FEE ONLY $119.00 (NON-MEMBER DEAL - ONLY $149.00)

FEBRUARY 2–4, 2022

THE POINTE HOTEL & SUITES | MINOCQUA, WI | 888-356-4431 $82 SINGLE, $164 TWO BEDROOM HOT CONTINENTAL BREAKFAST

FEE INCLUDES

TWO DINNERS, LUNCH | 10 WI CE CREDITS, T-SHIRT, PRIZES & MORE!

WEDNESDAY, FEBRUARY 2 1:00 – 5:00 NAKED & AFRAID, UNDERINSURING RISKS (4 WI CE) 5:30 – 11:30 GET-AWAY FUN AT ISLAND CITY LANES BUFFET, FREE BEER, WINE & SODA TO 7:30 FUN, GAMES, BOWLING 10:00 PIZZA SHUTTLE TO AND FROM THE POINTE

EDUCATION PRESENTED BY

TODD DAVIS

THURSDAY, FEBRUARY 3 9:00 – NOON FRAUD IN THE INSURANCE INDUSTRY (3 WI CE AND UTICA APPROVED) 12:00 BUFFET LUNCH AT THE POINTE 1:00 BUS ADVENTURE (ENDING AT WHITETAIL OR THE POINTE) 4:45 BUS FROM THE POINTE TO WHITETAIL INN 5:00 – 10:30 WHITETAIL INN – BEAUTIFUL, NORTHWOODS RESTAURANT CASH BAR, APPETIZERS 5-6, SIT DOWN DINNER AT 6 BUS BACK TO HOTEL AT 8:30 AND 10:30

FRIDAY, FEBRUARY 4 9:00 – NOON BRIDGE OVER TROUBLED WATERS - ETHICS (3 WI ETHICS CE)

JANUARY/FEBRUARY 2022 [ 32 ]

PUT YOUR DANCING SHOES ON BRIAN MCLAUGHLIN IS BACK ON THURSDAY NIGHT!

THANK YOU 2022 SUPPORTING MEMBERS! Each year those insurance companies that choose to support the Professional Insurance Agents of Wisconsin, make so many things possible. It is because of them that we can offer top-notch, affordable networking and education opportunities to our member agents.

Platinum Supporting Members

Gold Supporting Members

Silver Supporting Members

PIAW.ORG [ 33 ]

promise

Since 1896

ROCKFORD MUT U AL I N S U R A N C E C O M P A N Y

( 8 1 5 ) 4 8 9 - 3 2 75

“Why Can’t I Grow My Business?” BWO = Independence AND Opportunity.

Tired of losing sales because you don’t have access to carriers? Become an independent BWO agent and you won’t be chasing the competition, you become the competition. You’ll be able to offer the best names in the business, no matter where you’re located throughout Wisconsin and the Midwest. And because we deal with the carriers, commissions, database, etc., you can focus on what you do best: Sell! With BWO, you’ll have the tools, products and support that give you greater opportunity to compete – and a partner dedicated to your success.

BWO agents enjoy… 100% ownership · Contingency participation · Generous commissions Agency perpetuation · No joining or membership fees · No non-compete

Companies we represent: Acuity, Auto-Owners Insurance, Badger Mutual, GMIC, Hanover, Integrity, Penn National, Pekin, Progressive, Secura, Society, West Bend Mutual…and more.

Contact Tom Budzisz JANUARY/FEBRUARY to join at 414-768-8100! 2022 [ 34 ] BWO2554 2020 Updated Trade Ad.indd 1



BWOInsurance.com 1/17/20 4:56 PM

UPCOMING EVENTS

The PIA of Wisconsin is known nationwide as one of the premier states when it comes to education! PARTNERING WITH THE NATIONAL ALLIANCE, THE AIMS SOCIETY, AND FISCE, PLUS HOT TOPICS AT THE ANNUAL CONVENTION AND WINTER GET-AWAY, PIA OFFERS CLOSE TO 200 OPTIONS EACH YEAR, INCLUDING PRE-LICENSING.

January

ISR Personal Lines Miscellaneous Webinar C (7 WI CE)

THIS MONTH... NINE PIAW WEBINARS (3 WI CE EACH)

19-20

CISR Commercial Casualty I Webinar (7 WI CE)

2-4

Winter-Get-Away – Minocqua, WI (Three Sessions: 4 WI CE, 3 WI CE & Utica Approved, 3 WI Ethics CE)

CISR Commercial Property Webinar (7 WI CE)

ISR Agency Operations Webinar C (7 WI CE)

February THIS MONTH... TEN PIAW WEBINARS (3 WI CE)

CIC Commercial Multi Line Webinar

(16 WI CE)

16-17

CIC Ruble Graduate Webinar (16 WI CE) I nsurance Implications of Cyber Security Webinar (8 WI CE and a CPIA Update)

PIAW.ORG [ 35 ]

NEW MEMBERS Green Bay Ins. Center Inc. Green Bay, WI

MH Smith Insurance Durand, WI

Hadden Insurance Agency Inc. Omega, WI

Neff Insurance Sun Prairie, WI

Allied Senior Services Ins and Investment Ltd, Inc. Milwaukee, WI

Hanneman-Gosser Ins & Financial Sturgeon Bay, WI

Oak Trail LLC Hartland, WI

American Advantage Thai Vang Agency Milwaukee, WI

Insurance Service Center Inc. Marshfield, WI

AgEncy

Alliance Insurance & Financial Services Omro, WI

Bartels Insurance Services LLC Baraboo, WI Bartl Insurance Agency LLC Thorp, WI Binning & Dickens Insurance Service Whitewater, WI Bourget Insurance Agency LLC Chippewa Falls, WI Consumers Insurance Services Inc. Madison, WI Coverra Insurance Services Sparta, WI Crosby-Nelson Inc. Ridgeland, WI Dallman Insurance Agency LLC Greenwood, WI Employee Benefits Experts Muskego, WI Dopke Insurance Inc. Watertown, WI Erickson Agency Inc. Barron, WI Fleis Insurance Agency Inc. Onalaska, WI Fleming Agency Viroqua, WI G2 Insurance Services Inc. Brookfield, WI Gilmore Risk Management Brookfield, WI

Peoples State Bank Prairie du Chien, WI

Insurance Solutions Plus Inc. Wind Lake, WI

Personalized Insurance Agency Appleton, WI

Insurance Strategies Inc. Elm Grove, WI

PP Marketing LLC Lodi, WI

Ixonia Insurance Agency Ixonia, WI

Resch-Kiel Insurance Agency Allenton, WI

Jeremy White Agency Inc. Cuba City, WI Jones Insurance Services Lake Geneva, WI JSV Insurance and Benefits Agency LLC Columbus, WI Kutschenreuter Financial Services Inc. New Berlin, WI Lake Area Insurance Agency LLC Oconomowoc, WI Leadholm Insurance Agency Inc. Amery, WI Local Modern Insurance Partners LLC Green Bay, WI McDonald Insurance Services LLC Hudson, WI Mader Insurance Services LLC Wauwatosa, WI McNeely Insurance Agency LLC Spencer, WI

Rob Seeman Agency LLC Janesville, WI Robus Agency Watertown, WI St. Croix Valley Insurance Service Hudson, WI Stainbrook Insurance Agency Wausau, WI Stoneman-Schopf Agency Inc. Sturgeon Bay, WI The Chumas Agency Eau Claire, WI The Resource Insurance Group Windsor, WI Tipler Insurance Services LLC Larsen, WI Toberman Insurance Agency Bloomington, WI Vine Vest Partnrs LLC Sparta, WI Weber Insurance Services Inc. Algoma, WI

JANUARY/FEBRUARY 2022 [ 36 ]

Please be sure to check out all of the member benefits you now have access to at www.piaw.org Weiss & Associates Insurance Agency Augusta, WI Wisconsin Financial Services Inc. Madison, WI

COMPANY

AmTrust Financial Services, Inc. Chicago, IL Erie Insurance Brookfield, WI Founders Insurance Company Des Plaines, IL GAINSCO Auto Insurance Dallas, TX ICW Group Waukesha, WI Mutual of Enumclaw Insurance Company Enumclaw, WA Selective Insurance Company of America Branchville, NJ

ASSOCIATE

Emergency Fire & Water Restoration, LLC Greendale, WI FIRST Insurance Funding Northbrook, IL Imperial PFS Chicago, IL Kelmann Restortation Wauwatosa, WI Security Financial Bank Eau Claire, WI Service Master OSI Windsor, WI Service Master Recovery Services New Berlin, WI

PIAW PAST PRESIDENT 1994-1995

JEFFREY MASON – MADISON, WISCONSIN | JULY 24, 1954 - OCTOBER 25, 2021 Jeffrey “Guitar” Mason, born July 24, 1954, passed peacefully in his sleep in the early morning of October 25, 2021 after a year-long battle with glioblastoma. Jeff ’s generosity, joy for life, humor, adventurous spirit, easygoing nature and dedication were his ever-present offerings. These traits all live on in his family; his wife, Joan, four children Michelle, Benjamin, Alexander, and Paige, son-in-law Jim and four grandchildren John, Claire, Isabella, and Nico. He is survived by his mother Mona and brother Jay, sister-in-law Kim, and many nieces and nephews, aunts and uncles and cousins. He was preceded in death by his father, Jerry, who was PIAW’s President in 1983-84. Many were helped by him during his years as an insurance agent. Jeff served his community through active roles in Rotary, Chamber of Commerce, PIA of Wisconsin, and other community organizations and projects. He gladly shared his expertise with anyone who needed assistance.

Jeff Mason speaking at our Awards Dinner in 1994, when he was installed as president of PIAW. Sitting next to him is Jim Polaski, another past president.

Many were entertained by his music. His great strength, on and off the stage, was how wonderfully he supported and elevated those around him. He was a phenomenal talent with a humble heart who felt natural in the spotlight, but he encouraged others to shine by setting aside ego and being an uplifting accompanist. Over the years he acquired a large and talented musical family. His family cherishes the musical community of which Jeff was a part; so much joy and life were funneled into their homes and hearts through music. Jeff will be sorely missed by many. He would want us all to move forward with a positive attitude, a genuine curiosity about our world and the people we meet, and extended hands to help our neighbors.

LET US UN-SHATTER THAT BAY WINDOW FOR YOU. HOMEOWNERS INSURANCE THAT’S DESIGNED TO BE WORRY FREE A home is one of the most valuable assets. Whether it is a current homeowner, someone looking to own, or someone renting a home, financial protection is needed for the important things in life. A homeowners policy from IMT Insurance can help your policyholders Be Worry Free. Learn how you can represent IMT Insurance at imtins.com/contact.

AUTO | HOME | BUSINESS PIAW.ORG [ 37 ]

PIAW January/February 2022 Magazine

Articles inside

It’s Me, Not You

HR Snapshot

Past President - Jeffrey Mason

Directory

New Members

Goal Setting: Tips For Greater Success

Memos from Madison

From the Boardroom

Eye On The Law

OCI Administrative Action

Capitol Update

From the President

Three Deadly “C”s Are Draining Sellers’ Access and Influence

How do your numbers stack up?