September 2018 Professional Agent

PROFESSIONAL AGENT September 2018

What's Inside?

Analysis of an Actual Claim.......................................11 Pearls of Wisdom From Agency Owners.......13 Bridge the Gap....................18 Education Section..............20 New CICs, CISRs, CRMs, CISR Elites..............................20 New CPIAs.............................21 Important Sales Conversation........................27 Make the Right Reputation............................28 Employees and Cybersecurity.......................32 Taboos That Ruin Sales....34 Family Business Quarrels..................................36

Digital Editions of PIAW Magazine Available at www.piaw.org FEATURED MEMBER BENEFIT:

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From the

President Matt Cranney, CIC, CRM — President, PIA of Wisconsin

The PIA Story Is About You! One of the key aspects of a great story is developing the characters and focusing on the people involved. People serve to guide the audience through the story. They're the ones with whom the audience relates and connects.

To that end, my focus this month is on the most impactful players in the PIA’s story: You. Without our members we are nothing.

This association exists for you, by you. The ‘for you’ part means that everything we do should be something that provides value to you. From advocacy to education to member benefits, everything should address a need you have as an independent agent.

The ‘by you’ part is that this association should be, and is, run by members. I am proud to lead your current Board of Directors who are all independent agents, like you. I am even more proud of the fact that our association is member-committee driven.

Our committees are the heartbeat of this organization. Each committee is supported by one of our directors and PIA staff, but are powered by groups of engaged and active PIA members.

They are the most critical characters in the PIA story every year.

My challenge to those of you who have never served in this way is to get involved in this year’s story and sign up for a committee. Go online to piaw.org or reach out to Claire at the PIA Office (cgribble@piaw.org) and ask to get signed up.

We promise you will get back much more than you invest, and even better, you’ll have fun doing it! We also have heard your feedback that we need to modernize some of the ways our committees work, so this year our committees will have more web based meetings. This means that wherever in the state you live and work, you can participate and make an impact!

Ok, so I hope to have convinced some of you to jump into our story and get involved. If so, you might be wondering what we're working on this year.

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The newly named Agent Technology Task Force will be evaluating the PIA’s website and working to understand if we need to redo it to make it easier for you to interact with us online The Young Professionals Committee will be splitting into two task forces: one to organize another amazing golf day and the other to focus on our scholarships Our Membership Committee will be working on ways to better understand our members and also source future candidates for our board Our Education Committee will continue to work on providing best-in-class education options that make an impact on your business Our Legislative Committee will be working on ways we can better communicate to you all on the amazing amount of work that is done on your behalf legislatively and also to make it easier for you to participate in our conduit Our Agent Services Task Force will be working to create and highlight information on the challenge of agency perpetuation. Agents care about it. Carriers care about it.

We’ll work on it.

Our Convention Committee will be considering new and different ways to structure our convention to not only maintain the value of the event, but also to embrace new ways to provide it. Stay tuned, I think you will love our work here!

We’ve got an awesome year ahead and it’s all powered by the most important people in the PIA story: you!

SEPTEMBER 18 3

Memos from

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

When a property owner is or is not liable for a hunter shot on his land.

THE 69TH ANNUAL PIAW convention is in the books. La Crosse was a great location, the facilities were terrific and everyone enjoyed the education, food and entertainment. We had a substantial increase in the number of agents attending which put a smile on the faces of all the trade show vendors and company representatives. PIA’s National President and the National CEO were very impressed with the warm welcome and hospitality shown to them by our terrific Wisconsin members. It was hilarious to see the smile on the National Presidents face as he sped around the race course on a motorized toilet. That had to be a unique experience he will not forget!

As always, the YPC Scholarship golf outing kicked off the event with another success that will allow them to award up to $25,000 in scholarships again this year. That outing is a true success story for PIAW and all the sponsors and participants.

Kudos to all who worked so hard to continue the tradition.

At the annual business meeting, I announced that this would be my last convention as your Executive Vice President. I will retire on April 30, 2018 after 25 years at the helm of the greatest agents association in Wisconsin. PIAW has hired a search firm to begin the process of finding a replacement and we hope to have a new face in the office by the end of this year. It has been a wonderful ride for me and I attribute it to all the amazing volunteers and staff who have served PIAW throughout my tenure. More on that in the coming months.

APPEALS COURT RULES that a property owner is not liable for a hunter shot on his land. In the case of Patrick Humfeld v. State Farm Fire and Casualty, the court held that under Wisconsin’s recreational immunity statute (Wis.Stat 895.53), a property

owner is not liable for a hunter shot on his land.

John Marsh allowed plaintiff Patrick Humfeld – and several other individuals – to hunt on his property. Humfeld was shot by another hunter while both were hunting on Marsh’s property.

Humfeld subsequently filed a lawsuit against Marsh and his insurer, State Farm, claiming negligence because Marsh did not properly monitor the hunters on his property. State Farm argued Marsh was not liable under recreational immunity.

Humfeld argued the social guest and profit exceptions made the recreational immunity inapplicable in this case. The social guest exception says that owners are liable for injuries to guests expressly invited for a specific occasion. The court held that the social guest exception did not apply here because Marsh gave Humfeld general permission to hunt on his property at any time.

Marsh allowed several different people to hunt on his property, so he falls within the intent of the recreational immunity statute: to open private land to the public.

The profit exception says that owners are liable for injuries if they collect payments from those using their property for recreational activity. Although Marsh leased part of his land for hunting, the court held the profit exception did not apply in this case because Humfeld did not pay Marsh, nor was he hunting on the leased portion of the property.

Humfeld plans to appeal to the Supreme Court.

AND REMEMBER…..You don’t stop laughing because you grow old, you grow old because you stopped laughing.

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Protect yourself. Call or email Heidi at PIA. (800) 261-7429 or hhodel@piaw.org .

4 SEPTEMBER 18

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SEPTEMBER 18 5

From the

Boardroom Tom Budzisz, CPIA, Director, PIA of Wisconsin

Great Opportunity If you were unable to attend the most recent PIA convention in La Crosse last month, you missed a good one. The convention is a favorite of mine because it is one of the few times of the year that I can reconnect with friends that I don't get to see or talk to that often and there are many great activities to enjoy.

given by an FBI agent along with an attorney from the US Attorney's Office on cybercrimes to close out the convention.

They reviewed a case and went into what had happened, how they investigated the crime and then what they did to get a conviction.

The event was kicked off at Forest Hills Golf Course with the 15th annual YPC golf outing, where over $20,000 was raised.

This money goes to scholarships for high school and college students that are going into the business profession. There was also an opening party that featured the Almighty Vinyl, a 70’s classic rock band. The trade show is always a good time to catch up on the new things that are happening with the different companies.

At the annual business meeting, 3 new board of directors were elected to serve a three year term. I am both sad and excited about the future. I am sad because I no longer will have the opportunity to mingle on a regular basis with great people like John Klinzing and Brian MacGillis, because they fulfilled their commitment to the PIA of Wisconsin. I have spent the past 5 years on the board of directors with both of them. I am also excited because in a short time I will get to know the new board members and hope to develop more great relationships with the people leading and changing the PIA of Wisconsin.

There was quite a bit of information provided during this year's convention about cyber liability and CE credits were awarded for attending many of the classes. What people can do and are doing on the internet with information that is obtained illegally is a sad reflection of our society. A presentation was

I’m looking forward to next year’s convention in the Dells. I hope to see you there.

Overcoming Niche Fear Even though some in sales are highly successful niche players, niches tend to scare most salespeople. They don’t like being pigeonholed or feeling hemmed in; they want to keep their options open. The idea of working a niche seems too confining.

Customers see it quite differently. As a result, there’s little room today for “generalists” in any field. Customers want to do business with specialists, something they may have picked up from the medical profession. Who wants to go do a doctor who isn’t an expert? Besides, it doesn’t make for good cocktail party conversation.

The specialist mindset carries over to retailers, developers, banks, advisors of all types, and salespeople. One reward of specialization is charging more for your services.

Takeaway: Having a niche is a game changer. It creates the most valued asset of all: scarcity. Instead of looking for prospects, you attract them. Instead of asking for referrals; they come to you. Instead of having your credibility questioned; you’re trusted.

[Source: GrahamComm]

6 SEPTEMBER 18

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OCI Administrative

Actions Ted Nickel — Commissioner of the Office of Insurance

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

OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this tollfree telephone number: 1-800-236-8517.

AllEgATIoNS AND AcTIoNS AgAINST AgENTS Brandon Cintron, 2704 Northview Rd., Unit 147, Waukesha, WI 53188, had his application for an insurance license denied for 90 days. This action was taken based on allegations of providing misleading and incomplete information on a licensing application.

53186, 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 and having unpaid civil money judgments.

Peter Costanzo, 503 Wellesley Ct., Lititz, PA 17543, had his application for an insurance license denied. This action was taken based on allegations of having an administrative action taken by FINRA and failing to disclose an employment termination for cause on a licensing application.

Deron J. Thomas, 1405 Forest Village, Fredericksburg, VA 22401, had his application for an insurance license denied.

This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct and failing to complete a licensing application.

Michael Flatow, 116 W. Waukesha Rd., Eagle, WI 53119, had his application for an insurance license denied for 30 days. This action was taken based on allegations of failing to disclose a pending criminal charge on a licensing application.

Sandro Ramirez, 319 Parsons Woods Dr., Seffner, FL 33584, had his application for an insurance license denied. This action was taken based on allegations of involvement in a lawsuit containing allegations of fraud, misrepresentation, misappropriation or breach of fiduciary duty, and having administrative actions taken by the states of Florida, Louisiana, South Carolina, and Wisconsin.

Eric Santucci, 3205 S. Kimbrough Ave., Apt. 1, Springfield, MO 65807, had his application for an insurance license denied and his administrative hearing request dismissed. These actions were taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, failing to disclose criminal charges and convictions on a licensing application, and failing to make a required appearance at a hearing.

Andrew R. Sawyer, 1926 Manhattan Dr., Waukesha, WI 8 SEPTEMBER 18

David Victor, 18 Emory St., Attleboro, MA 02703, was ordered to pay a forfeiture of $1,500.00 and was ordered to timely and fully report to OCI all matters requiring disclosure.

These actions were taken based on allegations of providing inaccurate information and failing to report two administrative actions taken by the states of Washington and Louisiana on a licensing application.

Drucilla C. Wilson, aka Drucilla C. Mason, c/o Sutherland Global Services, Inc., 8725 W. Sahara Ave., Las Vegas, NV 89117, had her application for an insurance license denied.

This action was taken based on allegations of having criminal arrests, judgments, and convictions that may be substantially related to insurance marketing type conduct; providing incomplete, false, and misleading information on a licensing application; and having unpaid civil money judgments and restitution orders exhibiting financial irresponsibility.

Anthony Zimdars, c/o Van Horn Ford, 410 S. Grandview Blvd., Waukesha, WI 53188, had his application for an insurance license denied until the submission and approval of an application for a federal crime waiver. This action was

taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct.

Allegations and Actions Against Companies American Risk Services, LLC, 75 E. Fountain Ave., Glendale, OH 45246, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

Braeger Auto Sales of Franklin, LLC, 4100 S. 27th St., Milwaukee, WI 53221, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

Braeger Chevrolet, Inc., 4100 S. 27th St., Milwaukee, WI 53221, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

Braeger Ford, Inc., 3804 S. 27th St., Milwaukee, WI 53221, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations

of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

Diedrich Insurance Agency, LLC, 506 W. Main St., Carbondale, IL 62901, agreed to the 90-day denial of its licensing application and agreed to accurately complete future licensing applications.

These actions were taken based on allegations of failing to disclose on a licensing application administrative actions taken against the agency and its designated responsible licensed producer by the states of Colorado, New York, Massachusetts, and Kentucky.

Mad City Power Sports, Inc., 4246 Daentl Rd., DeForest, WI 53532, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

Power-Pac, Inc., 3802 S. Central Ave., Marshfield, WI 54449, was ordered to pay a fee and was ordered to provide required information to OCI. These actions were taken based on allegations of failing to timely pay annual licensing fees and failing to provide current financial security and other requested documentation.

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SEPTEMBER 18 9

11 SEPTEMBER 18 11 JANUARY 18

Pearls of Wisdom from Agency Owners

By: David W. Tralka I suspect if you are the average age of an insurance agency owner (now pushing 60, according to industry reports), you’ve had your share of “lessons learned.” If you’re still relatively young, you will get your hard knocks soon enough. We all have examples of mistakes we’ve made or things we might have done differently.

In project management, reviewing lessons learned is the process managers go through at the end of a project to capture what went right and what went wrong. NASA defines it as, “knowledge or understanding gained by experience.”

But you don’t have to be a rocket scientist to appreciate that not everything in life goes according to plan. It’s the wise man or woman who learns from mistakes and adjusts accordingly — or who listens intently (let’s hope!) to those who have gone before.

The agency principals I’ve spoken with over the years certainly have their stories to tell. Some of them have said they should have managed their expenses better. Others wished they had paid more attention to developing staff, mentoring and work-life balance.

Many have regretted not identifying a successor at their agency who could take over when they were ready to retire.

No. 1: Develop owner mentality Get yourself in the right frame of mind to be an owner. Early on in your career, start putting yourself in the owner’s shoes. Get a taste of management and the decisions that an owner has to make. Are you willing to make the sacrifices necessary to becoming a future owner? It might mean saving more money and spending less on a house or a car, forgoing the country club life or expensive vacations so you can invest in your future. It may mean getting the education you need or moving to another agency where there’s more opportunity.

No. 2: Create value Learn how to create more value in your agency. Understand that not every dollar of revenue is created equally. Some streams of business generate more revenue and are more valuable. You may need to change your behavior to focus more on cash-flowgenerating business.

Although it’s different for everyone, I find that agents generally spend their 20s producing, their 30s managing, their 40s becoming owners, and their 50s and early 60s exiting their agency.

One way to build value is to be more profitable by reducing your expenses. Perhaps you need to invest in more efficient office equipment, a more advanced phone system or newer computer systems.

Along the way, there can be some bumps and detours, but the road to agency ownership and perpetuation usually follows this 30- to 40-year trajectory. Here’s the distilled wisdom that I’ve heard from agency owners over the course of my career that might help smooth your path forward. Call them my lessons learned.

Make business decisions that can free up more cash. For example, if you write business that requires a full-time customer service representative (CSR), consider writing business that requires half of a CSR. You create the same amount of revenue but at half the cost.

[Continued on page 14]

SEPTEMBER 18 13

[Continued from page 13 - Pearls of Wisdom...]

No. 3: Get your house in order Focus on better management to create greater cash flow, which will result in more value over time. You will earn more money for your agency when it comes time to sell or transfer ownership.

A good analogy is the homeowner who builds value in his house so when it comes time to sell, he can get top dollar.

Over the years, he makes improvements such as upgrading the kitchen or adding a sunroom, and he keeps up with repairs. When the “For Sale” sign goes up, he’ll be able to sell his house faster and at a higher price.

by investing in marketing and advertising, office automation, your producers and staff.

No. 5: Groom your successor One of the regrets I hear frequently from retiring principals is that they should have identified and groomed a successor much sooner. They may have had someone in mind, but they failed to communicate that to the person. That person left the agency to find other opportunities. There are many ways to transfer ownership. It can be in stages over time to ease the exit and maximize tax advantages. The important thing is to have a plan and to communicate it to your staff.

Too often, agency principals haven’t invested in their firms, yet they think their agency should fetch the highest price. It doesn’t work that way. Agencies that are willing to invest in technology, training for their producers and a high-quality staff will be more attractive to a buyer. Those are the agencies that will have more options to grow, increase value and transfer ownership.

One last note about succession planning

No. 4: Grow organically

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Organic growth is the value you create when you invest in your agency. Call it sweat equity or old-fashioned growth. Inorganic growth occurs when you purchase another agency or a book of business that someone else has developed. With inorganic growth, you earn a return on your investment, but you carry the expense of the capital to acquire it.

Organic growth has the best return because you’re not borrowing money and tying up your capital. As interest rates rise, organic growth becomes more attractive. Organic growth does takes time and discipline, but it has the highest rewards. Grow organically

A good succession plan can help you create value in your agency, groom a successor and ensure that your legacy lives on long after you’ve left. Here are some tips for successful succession planning:

• • •

Start early. It takes time to put in place stock plans, earnouts or seller-assisted agreements — not to mention legal, accounting and tax planning.

Invest in your successor. Take steps to prepare them to become the new owner.

Eliminate uncertainty. Keep employees, clients and carriers fully informed to ensure a smooth transition.

Have a retirement strategy. What will be your role after you step down? Will you have a financial interest in the agency?

- Reprinted from propertycasualty360.com -

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Agency Ownership & Operations • CSR & Producer Employment • Appearances Before OCI • Drafting Contracts • Mergers & Acquisitions • Perpetuation & Succession • E&O Consultations

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SEPTEMBER 18

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PIA Partners With InsureZone to Launch PIA Market Access PIA is proud to announce a partnership with InsureZone, Inc., based in Fort Worth, Texas. Through PIA’s partnership with InsureZone, PIA members will be able to access over 50 national and specialty carriers plus real-time, online rating for personal and commercial lines.

PIA Market Access, available at www.PIAMarketAccess.com, is a wholesale market access program that will help PIA members access personal and commercial lines markets from a number of admitted “A” or better-rated companies. Agents submitting applications through the platform can receive quotes from most of these companies through a technologically advanced personal and commercial lines rater.

“PIA Market Access can help those agents who may have difficulty obtaining carrier appointments while initially growing their book of business gain access by utilizing InsureZone’s contracts,” said PIA National President Timothy Russell, CPCU, of Southport, Connecticut. “Not only will agents in this program retain ownership of their book of business, but if they should choose to leave, there are no exit fees. A win-win for agents everywhere.”

If agents already have their own carrier appointments but are seeking a comparative rater with the PIA Market Access “Best of Both Worlds” Program, agents can also augment their existing carrier contracts with the InsureZone contracts within the platform. Agents using their own contracts will receive 100 percent of the commission.

“PIA members have been asking for a market access program for some time and we are excited to be able to offer a program that will meet many of our members’ needs,” said PIA National Executive Vice President & CEO Mike Becker. “We are dedicated to helping agents grow their businesses. It’s exciting to think that going forward many PIA members will start writing business with the carriers on the PIA Market Access platform and eventually qualify to have their own contracts with those carriers.”

Through the PIA Market Access Program, PIA members will have access to over 50 national and specialty carriers. For a current list of carriers available in each state, please refer to the Carrier page at www.PIAMarketAccess.com.

PIA has negotiated an exclusive low monthly rate for the use of InsureZone technology and market access and agents can expect to see competitive commission rates. Agents who enroll in the PIA Market Access Program will receive the first two months free.

InsureZone is a full-service provider that is fully staffed with underwriters to answer agents’ questions and make the sales process as smooth as possible. The program provides insurance CSRs to make requested policy changes and the standard of service is to begin processing all requests the same business day.

PIA Market Access is available to PIA members in all 50 states and the District of Columbia. Carrier availability varies by state.

Register for a free webinar to learn more about PIA Market Access.

SEPTEMBER 18 17

Bridge the Gap

the Boomer Exodus and the Millennial Surge By: Ben Deda, Vice president of marketing, Vertafore According to Pew Research Center, ten thousand baby boomers will turn 65 today, and every day, for the next 19 years.1 While we can’t blame baby boomers for choosing rounds of golf and beach vacations over their desk jobs, the impending “Silver Tsunami” will have a profound impact on almost every industry across the U.S. As these thousands of Americans retire like clockwork, many organizations will face a challenge that’s twofold: 1. filling the workforce gap that baby boomers are leaving behind; and 2. how insurance businesses can compete in an increasingly tight recruitment market, especially when it comes to millennials.

its share of challenges.

Usually, more traditional industries that have attracted older generations, like insurance, will be disproportionately affected by the departure of boomers; one quarter of insurance agents are expected to retire in the next two years. So, what will the next generation of insurance professionals look like and how can the industry grab top talent from the millennial age group?

What’s interesting is that millennials working in the insurance industry go against many of these larger trends, signaling a growing opportunity for insurance companies to capitalize on this group of potential employees. Millennials can not only deliver value to insurance organizations, but drive the adoption of new technologies to help the industry continue to grow and innovate.

What millennials want

Giving millennials what they want

More than 1-in-3 American workers today are millennials,2 boasting a workforce of more than 53 million. Because millennials represent such a large part of today’s workforce—and will continue to dominate as the wave of the “Silver Tsunami” rushes toward shore— they’re in a unique position to shape current corporate culture to best suit their needs.

While other industries may look to this generational shift as a challenge, the insurance industry has identified it as an opportunity.

Insurance is setting itself apart by giving millennials what they desire out of their careers, retaining considerably higher rates of millennial employees when compared to other industries, and continuing to be dynamic in the face of new and unexpected workforce challenges.

Contrary to common stereotypes, the latest data shows that millennials aren’t prioritizing perks like happy hours and foosball tables, but rather identify more practical benefits. When asked

by Harvard Business Review what tops their job search criteria, millennials over-indexed on “opportunity to learn and grow,” “opportunity for advancement,” “quality of manager,” and “quality of management” when compared to other generations.3 For example, baby boomers ranked “overall compensation” as the top driver of potential job searches.

Beyond recruitment, retaining millennial employees also comes with

Recently, Vertafore released results from its fourth annual “Millennials in Insurance”5 survey, which aimed to dive deeper into the career preferences of millennials and gauge how the insurance industry stacks up against their needs. The survey received nearly 3,500 responses from professionals currently employed in the insurance industry, including 1,556 millennials (people aged 19 to 35 years old). The good news? Insurance is giving millennials what they want—and they’re telling their friends about it.

18 SEPTEMBER 18

According to Gallup’s 2016 report, “How Millennials Want to Work and Live,”4 21 percent of millennials reported changing jobs within the last year, which is more than three times the number of nonmillennials who report the same. Millennials also felt less committed to their current jobs, as only half of millennials strongly agreed they planned to be working at their current company one year from now.

Rather than stay tied to an industry, millennials pursue careers that align best with their life needs and goals.

The survey found that millennials cited many benefits to a career

in insurance, with career growth opportunities (63 percent); rate of compensation (55 percent); and work-life balance (50 percent) topping the list. This is likely the driver for millennials staying put longer in insurance careers when compared to other industries.

With two-thirds of millennials working in the insurance industry for three years or longer, and planning to stay put as long as possible, companies need to continue to focus on both recruiting and retaining this coveted group.

Beyond their own careers, 82 percent of millennials would recommend a career in insurance to their friends and family, while 39 percent of millennial respondents said a friend recruited them into the industry. Millennials hold a variety of roles across the insurance industry, but account management or customer service ranks highest (39 percent), with producer or sales roles following at 23 percent. Millennials also are 2.5 times more likely to be an underwriter or adjuster when compared to baby boomers.

Despite being a more traditional industry, millennials acknowledge the adaptability of insurance, with 86 percent of respondents reporting they are “somewhat” or “very optimistic” that the industry will be able to attract future workers.

Further, only 12 percent of millennials reported being concerned that InsurTech startups like Trov, Metromile and Lemonade will impact their current business, underscoring millennials’ belief in the industry.

The millennial trifecta The millennial survey also found there are three aspects that continue to affect and influence millennials: 1. online presence; 2. technology; and 3. flexibility.

No. 1: Online presence. While the insurance industry is delivering on millennial needs for current employees, independent agents also are tasked with how to best attract new millennial hires and expand their teams. Beyond personal referrals and word of mouth, 20 percent of workers aged 19-35 are answering job postings via websites like Indeed, Monster and Glassdoor. It’s crucial for independent agents and agencies of all sizes to continue to embrace an online presence to find millennials where they’re most active.

On top of job posting websites, maintaining a strong social-media presence on LinkedIn, Facebook and Twitter will help expand the reach of job postings, build brand visibility and industry recognition. Employee incentives also can spur an increase in candidate referrals.

No. 2: Technology. When it comes to retaining millennial employees, insurance companies should continue to leverage technology, prioritize professional development and establish a corporate culture that offers work life balance. Technology is at the forefront of insurance communications, with video messaging used by agents 75 percent more often in 2017 than in 2016, while Instagram (up by 50 percent); instant messaging/chatting (up by 41 percent); and texting (up by 14 percent), also grew in usage since

last year’s survey. Further, the majority of millennials surveyed (59 percent) expressed satisfaction with their company’s use of technology, and believe that technology is increasing efficiency by arming them with the tools they need to compete and succeed (78 percent).

No. 3: Flexibility. Insurance agencies also should consider establishing a formal professional development program, incorporating internal trainings; freedom to attend off-site workshops; and stipends to take online courses or purchase reading material. Internally, managers should initiate a regular cadence of meetings with those they manage and continually solicit peer feedback to share with employees.

To aid millennial employees in achieving work life balance, insurance companies should also offer a flexible work environment, with less traditional schedules, adjustable work hours and the opportunity to work from home or remotely, if needed.

While not a major adjustment on a company’s end, these small changes can have a significant effect on millennials’ happiness at work and may increase the likelihood they will stick around for the long-term.

Additionally, given the diverse nature of today’s millennial workforce, companies should offer diversity training to strengthen cultural awareness and promote the acceptance and celebration of differences.

Diversity training can help promote inclusion and break down any barriers across teams, making for employees that are united in the face of any challenges.

The future looks bright Young professionals have identified insurance as an industry as one they believe they can hold lifelong careers, thanks to the combination of technology adoption and professional development opportunities.

Insurance agents should be encouraged to continue to integrate technology into their practice and offer a corporate culture that aligns with millennial preferences. If they do, we’re certain the whole industry will establish long-term loyalty.

Deda is the vice president of marketing at Vertafore, a leader in modern insurance technology. For more information, see vertafore.com.

1 pewresearch.org/fact-tank/2010/12/29/baby-boomers-retire/ 2 pewresearch.org/fact-tank/2015/05/11/millennials-surpass-gen-xers-asthe-largest-generation-in-u-s-labor-force/ 3 hbr.org/2016/05/what-millennials-want-from-a-new-job 4 news.gallup.com/reports/189830/e.aspx#aspnetForm 5 vertafore.com/resources/press-releases/82-percent-millennials-wouldrecommend-career-insurance —Reprinted with permission from PIA Management Services Inc. -—

SEPTEMBER 18 19

EDUcATIoN

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 20 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?

Bradley Butzke, CIC, CISR Northbrook Ins. Associates, Inc. Menomonee Falls, WI

Amanda Jensen, CIC, CPCU The Donegal Group Sun Prairie, WI

Joseph LaRose, CIC Sentry Insurance Stevens Point, 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.

Kristen Beach, CISR Associated Benefit & Risk Consulting Waukesha, WI

Erin Gresen, CISR Ansay & Associates LLC Green Bay, WI

Wendy Kozimor, CISR Ansay & Associates LLC Oshkosh, WI

Jennifer Becker, CISR The Horton Group Waukesha, WI

Michael Hanson, CISR Integrated Risk Solutions, Inc. Waukesha, WI

Kayla Peterson, CISR The McClone Agency, Inc. Menasha, WI

Denise Boone, CISR Ansay & Associates LLC Green Bay, WI

Jenny Hungerford, CISR Integrity Insurance Appleton, WI

Nancy Stoel, CISR Church Mutual Insurance Co. Merrill, WI

Collette Cesar, CISR Wisconsin Medical Society Insurance West Allis, WI

Karen Jones, CISR Vincent, Urban, Walker & Assoc.

Green Bay, WI

Rebecca Vold, CISR Homestead Mutual Ins. Co. Larsen, WI

Kyle Fetters, CISR Neckerman Insurance Services Madison, WI

Susan Kerry, CISR Valley Insurance Associates, Inc. Appleton, WI

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

Michelle Anderson, CISR Elite JM Insurance Services, LLC Neenah, WI

Ronda Kuecker, CISR Elite TRICOR, INC. Onalaska, WI

Denise Bast, CISR Elite Integrity Insurance Appleton, WI

Carmella Moon, CISR Elite Marshfield Insurance Agency, Inc. Marshfield, WI

NEW CRMs

Risk Managers don’t leave anything to chance! Participate in the program that gives you a dependable advantage in the demanding field of risk management—the CRM Program.

Scott Hausmann, CIC, CRM Hausmann-Johnson Insurance Inc. Madison, WI 20 SEPTEMBER 18

Mark Schroeder, CIC, CRM Brookfield, WI

EDUcATIoN

NEW CPIAs

Congratulations to Wisconsin's newest designees from the July 2018 courses!

Amy Belden, CPIA - AAA Wisconsin, Misty Bolier, CPIA - B&B Insurance Services, LLC, Cassie Bornick, CIC, CPIA - The Diedrich Agency, Inc., Christopher Carriveau, CIC, CPIA - Carriveau Insurance Agency, Kasey Childs, CISR, CPIA - Dan King Agencys, Ltd., Ryan Christensen, CPIA - Noah Insurance Group Inc., Eric Christensen, CPIA - Noah Insurance Group Inc., Steven Clements, CPIA - Clements Ins. Agency, Inc., Steve Edwards, CIC, CPIA - West Bend - A Mutual Insurance Company, James Herro, AAI, AIS, CPIA - Anderson's Insurance Associates, Linda Kindl, CISR Elite, CPIA - Ansay & Associates LLC, Alex Klitzka, CPIA - TRICOR, INC., Ramona Kord, CISR, CPIA - TRICOR, INC., Meghann Kuhns, CPIA - Central States Ins. Agency, Inc., Kevin Malovrh, CIC, CPIA ADVANTAGE Insurance Services, LLC, Tara Mondloch, CPIA - Truyman Haase Zahn Insurance, Donna Murphy, Rockford Mutual Insurance Company, Maria Ramirez Cervantes, CISR, CPIA - American Advantage-IMC, Kimberly Riek, CISR, CPIA - A F Glass Insurance Agency, Inc., Andrew Spaeth, CPIA - Ansay & Associates LLC, Kelly Stephan, CPIA - Paroubek Insurance Agency Inc., Sheri Stewart, CISR, CPIA - TRICOR, INC., Luke Strupp, CPIA Keener Insurance Solutions LLC, Tracie Templin, CIC, CISR, CPIA - The Diedrich Agency, Inc., Aaron Weidenbaum, CISR, CPIA - American Advantage-IMC, Daniel Wiegman, CPIA - The Wiegman Group, Inc., Kyle Zdroik, CPIA Sentry Insurance

2018 CPIA SCHOLARSHIP SPONSORS THANK YOU!

Thank you for your hospitality.

SEPTEMBER 18 21

EDUCATION TESTIMONIAL EDUcATIoN

Another very satisfied CIC attendee!

“The CIC class last week was one of the best classes I have ever attended. Great, great, great information. However, I think I just created another 6 months of additional work for myself. LOL” Thanks again, Perian M. Heffner, CIC Personal Lines Manager/Agent

EDUCATION TESTIMONIAL

WHY CIC? Become the expert your clients, agency, and career depend on.

“I attended my very first Graduate Ruble Seminar to update my CIC designation in January. I can say without a doubt the four hours on Cyber Liability presented by Paul Burkett were by far the most beneficial education I have ever experienced. Truly an eye opener. There were over 100 CICs in the room and the comments from so many echoed mine. Job well done” Sean Paterson, CIC Robertson Ryan & Associates, Inc.

Earning the CIC designation shows you’re committed to your clients, your organization, and your career.

Impact Credibility Respect

CIC Graduate Ruble Seminars are open to all dues paying CICs, CRMs, CISRs, CSRMs. Paul Burkett will be presenting 8 hours at the October Graduate Ruble in Green Bay. Visit piaw.org for Paul’s topics and the complete agenda.

WHERE EXPERTS BECOME EXPERTS

Register at www.piaw.org or call 1-800-261-7429

CIC RUBLE SEMINARS

Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) October 10 & 11 / Graduate Ruble / Radisson – Green Bay, WI February 13 & 14 / Graduate Ruble / Crowne Plaza – Milwaukee, WI Visit www.piaw.org or call PIA at 1-800-261-7429

22 SEPTEMBER 18

cERTIFIED INSURANcE SERVIcE REPRESENTATIVE ELEMENTS OF RISK MANAGEMENT 7 WI CE Credits. Course # 69357

Insurance professionals need training in the risk management process for two reasons. First, insurance is an integral part of their client's overall risk management program. Second, services provided by carriers, agencies and brokerages are often significant items in the organization's cost of risk.

The course will cover the five powerful steps in this process, which protects not only the organization's assets, but also its mission and its brand.

• • • • • •

coURSE INSTRUcToR gloRIA THoMPSoN, cIc

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

September 27 – Rothschild

CLASS SCHEDULE

Instruction 8:00 a.m. – 3:45 p.m.

Group Lunch 12:00 p.m. – 12:45 p.m.

Optional Exam 4:15 p.m. – 5:15 p.m.

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

$170 Per Course Includes Lunch

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits COMMERCIAL PROPERTY

LIFE & HEALTH

September 19-21, 2018 Crowne Plaza Milwaukee Airport – Milwaukee, WI 414-764-5300 $109 PIA room rate through 8/19/18 •

COMMERCIAL PROPERTY COVERAGE FORMS & ENDORSEMENTS Kevin Amrhein, CIC

•

COMMERCIAL PROPERTY CAUSES OF LOSS FORMS John Dismukes, CIC, CPCU, AAI, AIS

•

EQUIPMENT BREAKDOWN

•

TIME ELEMENT COVERAGES Patti Gardner, CIC, CRM, CPCU

WI CE COURSE # 1012423 Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

November 14-16, 2018 Crowne Plaza – Madison, WI 866-424-0835 $111 PIA room rate through 10/14/18 •

LIFE INSURANCE CONCEPTS David Grunke, CHC, RHU

•

HEALTH INSURANCE CONCEPTS

•

LONG TERM CARE INSURANCE

•

DISABILITY INCOME INSURANCE Corey Wilkins, CIC, LUTCF

•

BUSINESS CONTUNUATION AND SUCCESSION PLANNING

•

RETIREMENT PLANNING AND ANNUITIES

•

PLANNING FOR PERSONAL NEEDS Jerry Rhinehart, CIC, CLU, ChFC, RHU

WI CE COURSE # 69162 Day Three: 8:00–noon, Optional Exam 2:00 – 4:00

$415.00 per institute Register at www.piaw.org or call 800-261-7429.

SEPTEMBER 18 23

EDUcATIoN

Open to Anyone!

EDUcATIoN

For an upcoming schedule and to register, visit the Education tab at www.piaw.org or call 1-800-261-7429.

24 SEPTEMBER 18

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.

September 2018 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Emerging Risks and Their Insurance Solutions 3 WI CE # 6000027109

9/5

12-3p

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

Catastrophe: The Coverage Expertise You’ll Need When it Matters Most 3 WI CE # 6000027158

9/6

8-11a

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

Tricks to Fix: Closing Coverage Gaps in Home, Work and Auto 3 WI CE # 1012435

9/6

12-3p

Kevin Amrhein, CIC

Worker’s Compensation Issues: Common Provisions and Rating 3 WI CE # 6000004677

9/11

8-11a

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

So You Made Some Money…Now What?

Financial Planning from Salary to Social Security 3 WI CE # 1012438

9/13

8-11a

Karin Klaassen, CLU, LUTCF

Street Level Ethics 3 WI Ethics CE # 1012437 Utica Approved

9/13

12-3p

Chris Amrhein, CIC

Money in Retirement Accounts: Options, Problems & Opportunities 3 CE # 1012436

9/18

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

The Things Kids Get Us Into 3 WI CE # 1012440

9/18

12-3p

Kym Martell, CRM, CIC, CRIS, AAI

Home Business vs Home Insurance 3 WI CE # 6000004680

9/25

8-11a

Nicole Broch, CC, CISR, PLCS

Flood Insurance – FEMA Approved 3 CE # 1011252

9/25

12-3p

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

Your Agency Online: Communication Cure or E&O Plague 3 CE # 1012439 Utica Approved

9/27

12-3p

Chris Amrhein, AAI

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

SEPTEMBER 18 25

edu c ati o n

New Topics! Each Approved for 3 WI CE Credits. Live. No Test. No Proctor.

EDUcATIoN

WHY CISR?

Set the standard for technical expertise, productivity, and responsibility in your client relationships.

Be Great At What You Do!

Register at www.piaw.org or call 1-800-261-7429

WHERE EXPERTS BECOME EXPERTS

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 Please contact Heidi Hodel, CIC, CRIS, Member Benefits Coordinator hhodel@piaw.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program.

26 SEPTEMBER 18

The Most Important Sales Conversation

By: John Chapin There is a much overlooked aspect of sales success that is rarely talked about and people pay little attention to, it is: self-talk. The most important conversation is the one you have with yourself.

The reason that conversation is so important is because the words and language you use both reveal and reinforce your beliefs about yourself and the world. Those beliefs dictate the action you take, or don’t take, and ultimately determine success or failure. If you have a problem selling, you more than likely have a self-talk problem. The difference between the top salespeople and everyone else, is that the top people became aware of their negative self-talk and beliefs and reprogrammed their language and beliefs to positive ones, or, they were one of the lucky few who received positive programming right from the get go. The latter by the way is the exception, most of us received negative programming growing up. Either way, if you want to become a champion, you need to ensure that your self-talk is positive, upbeat, and supports you.

How to identify and solve possible self-talk issues Step 1: Awareness Like everything else in life, awareness is step one. You can’t fix a problem you don’t know you have. If you are overweight, but you don’t think you are, the problem won’t get fixed. If your finances are wrong, but you don’t know there’s a problem, you won’t get them right. If you have a self-talk problem, you need to be aware of it before you can change it. So the first thing you

want to do is monitor your self-talk. What do you catch yourself saying about yourself and the world around you? Are most of your conversations negative or positive? Do you find yourself saying negative things about the economy, your particular market, your industry, or your product? How about your selftalk about you? Do you believe you aren’t smart enough, young enough, old enough, don’t have enough energy, have too much energy, that bad things always happen to you, or that the odds are always stacked against you? Your beliefs will be your reality.

Step 2: Getting your self-talk right If you realize you have a self-talk problem, here are some ways to work on it: a. Positive Affirmations Many people are familiar with affirmations and have either tried them in the past or use them currently. In a nutshell, positive affirmations are a series of positive statements which reinforce a belief you want to have about yourself. For example, if you want to have more self-confidence, you might use affirmations such as: “I am confident”, “I believe in myself”, “I feel my confidence increasing everyday”, and other similar statements. b. Positive Afformations Noah St. John coined the phrase Afformations in his book by the same name. Afformations are similar to Affirmations but they are slightly different in that they are in the form of questions versus [Continued on page 31] SEPTEMBER 18 27

22 Ways to Make the Right Reputation

By: John Graham It always comes as a shock to find out that others see us quite differently than we see ourselves. More often than not, it can be distressing, particularly at work. “I don’t get it. I’m not that way.”

Maybe not. But it happens. And when it does, a bad rep can stick tighter than super glue thanks to word-of-mouth and the social media.

In today’s highly competitive workplace, reputation makes a difference. Your competition can be down the hall, across the country, or 10 feet away. It can be someone who wants your customer or your job—maybe both.

When it comes to your reputation, hoping for the best isn’t good enough. It leaves it in the hands of others. Your reputation needs to be shaped and managed so it reflects the way you want to be viewed. Here are 22 ways to go about deliberately shaping how others see you:

shouldn’t be. Make it a point to say thanks.

Give credit to others. It seems as if it diminishes us if we make a point to give a “shout out” to a co-worker. But just the opposite is true. It says we understand what it means to be a team player.

Pitch in when someone is out. Whether it’s taking messages, answering questions, or solving a problem, it says you have their back. It won’t be forgotten.

Ask questions. We’ve all been in meetings where stuff goes by that’s new, unclear or confusing. Ask a question. Don’t assume you’re the only one who didn’t get it. It shows you’re thinking.

Be careful about complaining. When there’s nothing else to do, it’s complain time, particularly at lunch or after work.

Complaining can be toxic and those who do it put their reputation at risk.

Take on extra work. Sure, you’ve got more than enough on your plate, so why pile on anything more? It lets you demonstrate your ability to shoulder a heavier load. And that doesn’t go unnoticed.

Welcome new co-workers. There’s a reason to be the first: first impressions are indelible and you will be remembered.

Meet deadlines. “I didn’t have enough time,” may be the top excuse for failing to meet deadlines, as if something beyond our control intervened and caused us to fail. What really happens is that we run out of time—and that’s due to poor planning.

Go out of your way to help customers. Look at these as opportunities, not interferences. They’re memorable. Customers like to talk about what the times when someone took did something special for them.

Come up with ideas to improve something. It isn’t that most people don’t have ideas; it’s simply they’re afraid to present them—what will people think? Maybe it’s stupid? Take a chance.

You’ll be surprised.

Come up with solutions for problems. Avoid the natural instinct to hold back and play it safe: What if it doesn’t work out? Or, it’s rejected? Give it a try and you may be surprised what happens.

Express appreciation to someone who helps. We all get busy and move from one thing to another, and before we know it, several people have come to our aid. Just another day at the office. It 28 SEPTEMBER 18

Offer suggestions so others don’t trip themselves up. “Would it be helpful to look at it this way?” or “Have you considered other possibilities?” Such questions can help rescue someone from stepping off a cliff, from making an unnecessary mistake. They

won’t forget it.

hasn’t. The offenders are just more visible.

Admit it when you’re wrong. It’s easy to say, “Everybody makes mistakes” or “I’m just human” when we get something wrong. But passing it off is quite different from taking ownership and saying, “I was wrong.” Both impact one’s reputation.

Thank those who help you. Although we may not admit it, there are many hands pulling up our bootstraps, not just our own. Be generous in expressing appreciation to everyone who literally gives you a hand.

If you spot a problem, propose a solution. Identifying problems is a popular workplace pastime. Coming up with possible solutions, not so much. One is seen as complaining, the other as being helpful.

Tell someone when they do a good job. Criticism comes easily, praise not so much. Most people benefit from less of the former and more the latter.

Step back to get a bigger picture. What’s going on right around us holds our attention, blinding us to the bigger picture, distorting our thinking, and causing us to react inappropriately. It helps to step back so we can see more clearly.

Pay attention to details. Nothing is more disruptive, embarrassing, and frustrating than the wrong address or price, a phone number that’s one digit off, a misspelling, or something that was left out.

Reputations are made on accuracy; the opposite is also true.

Don’t make excuses. It’s quite simple: the opposite of making excuses is taking responsibility. Either way, there’s a reward, one you want and one you don’t.

Avoid having someone remind you. Digital calendars and reminders should eliminate the need for someone to remind us. It

Welcome challenges. If all we know is what we’re doing now at work, we’re coasting. When we dare to step out of our comfort zone and take risks, we do more than just holding a job.

Smile more. A Penn State study found that smiling employees are more approachable, likeable and appear more competent, as well as more trustworthy, according to University of Pittsburgh researchers.

When all is said and done, your reputation is what you make it.

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 or johnrgraham.com.

There when it matters most. with

Commercial Insurance When it comes to the independent agency system, Donegal is all in! Donegal remains 100% committed to using the independent agency system exclusively to sell our products.

As an independent agency we realize you have lots of choices when it comes to recommending commercial and personal insurance coverage options for your clients. That’s why Donegal delivers competitively priced insurance products and outstanding claims service.

In addition, agencies appreciate our timely underwriting and superior technology that makes quoting and issuing Donegal policies easy.

Plus, Donegal’s total compensation package is recognized as one of the best in the industry.

A 100% commitment to the independent agency system, another way Donegal is “There When It Matters Most” for independent insurance agencies.

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

SheboyganFallsInsurance.com SEPTEMBER 18 29

The Office of the Commissioner of Insurance has appointed PIA member Gary Burton, Robertson Ryan & Associates, to the Wisconsin Property & Casualty Advisory Council. PIA submitted resume’s of prospective appointees to OCI and Gary was selected to sit on the Council. We congratulate Gary and applaud his willingness to serve his industry.

We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-inhand to help our agencies grow profitably.

Our agents set us apart.

For information about becoming a Partners Mutual Insurance Agent please contact Brian Martin at 262.432.3439 or Mike Ottman at 262.432.3418.

30 SEPTEMBER 18

[Continued from page 27 - The Most Important...] statements. In the case of Afformations, if you wanted to have more self-confidence, you would use questions such as: “Why am I so confident?”, “Why is it so easy for me to believe in myself and do the things I need to do?”, “Why do I have so much talent and ability?” The theory is that while your brain may be able to argue with a statement (affirmation) you make such as “I am confident”, it does not argue but rather searches for an answer to the question when you ask, “Why am I so confident?” Again, you can check out Noah’s book where he lists Afformations for most areas of life that people struggle with.

Note: There are four ways to work with affirmations and afformations: listening to a recording of them, reading them, writing them, and saying them to yourself either out loud or silently.

Ideally if you are vocalizing them, you want to say them with as much feeling and emotion as possible. It’s best to work with affirmations and affirmations first thing in the morning, right before going to bed, and then, if you can a few times during the day. c. Psycho-Cybernetics The most popular psycho-cybernetic technique to shift self-talk is to cancel out negative statements. You do this by saying the word “cancel” after you catch yourself saying something negative and then following the word “cancel” with a positive statement. For example, if you catch yourself saying, “Why do things always go wrong for me?”, you’d say “cancel”, out loud if possible, and then follow that with either an Affirmation such as: “Things always go right for me”, or an Afformation such as, “Why do things always go right for me?”

environment. Where you end up 5, 10, 15 years from now will come down to what you put in your brain and who you hang out with. You cannot watch the evening news and be positive. You also cannot hang out with negative people and have positive selftalk for any length of time.

Finally, keep in mind that everyone has some negative self-talk occasionally. In fact, the majority of champions have had selftalk problems caused by major self-esteem and self-confidence issues. Many were plagued by insecurities that were constantly reinforced with negative self-talk. The key is that they recognized it and did something about it and that’s the key for you too. Become aware of these thoughts, catch yourself in the act, and then shift the conversation and reinforce the positive until it becomes your new habit. This does not happen overnight and takes work, but if you commit yourself to positive words and language, you should see a fairly substantial and positive shift in about 30 days.

By the way, another great book related to self-talk is: “What to Say When you Talk to Yourself” by Shad Helmstetter John Chapin is a motivational sales speaker and trainer. For his free newsletter, or to have him speak at your next event, 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. You can reprint provided you keep contact information in place. E-mail: johnchapin@completeselling.com

d. Clean up your environment.

Specifically eliminate negatives and negative people from your

SEPTEMBER 18 31

WHAT DO MY EMPLOYEES NEED TO KNOW ABOUT CYBERSECURITY?

By: Bryce Austin

A cybersecurity awareness culture is critical to the success of your company. Employees need to understand how their actions positively and negatively impact the cybersecurity posture of your company.

If you are not educating your employees on cybersecurity best practices, you are missing the biggest opportunity for improvement in your entire cybersecurity profile. Your employees have business-need access to a lot of important data, and their ability to protect that data—or to inadvertently let it walk out the door of your organization—is strong.

website, on all major email providers, on your company’s VPN portal, and anywhere else that I think you might have used the same username and password. I will then extract any valuable information I can from those sites, sell the information for a profit, possibly ransom your own data from you to make even more money, and then move on to the next victim.

Lack of education was at the heart of a number of incidents of a major security breach. You have probably heard about the new HR employee that got an email from the president of the organization asking for all the W2 information on every employee, so that person sent them exactly as instructed. The employee did not recognize the fact that the email came from a hacker impersonating the CEO, and a major security breach took place.

Need some numbers to illustrate why educating your employees about cybersecurity practices is important?

Entire business models are based on this kind of fraud. Let’s pretend that I am going to build a site with the world’s best collection of cute pet pictures. I’ll give you the first 10 for free (and those 10 are the most adorable pictures you have ever seen), but to see more, you need to set up a username and password. The access is still free, though.

No big deal, right? Wrong. In this scenario, I own this website and I am a criminal, and my business model is to try to use the username and password you just entered at every major banking 32 SEPTEMBER 18

•

•

Per IDG’s 2016 Global State of Information Survey, 48 percent of data security breaches are caused by acts of malicious intent. Human error or system failure account for the rest.

According to the Ponemon Institute, 60 percent of employees use the exact same password for everything they access. Meanwhile, 63 percent of confirmed data breaches leverage a weak, default or stolen password.

So where can your company start? Start with a training program.

Your employees need to be educated on cybersecurity best practices. One of the issues that any cybersecurity awareness training program should address: Implement real password policies.

There’s no easy way to say this, so I’m just going to say it:

Passwords stink. They are no fun to create, no fun to remember, and no fun to type in. That being said, passwords are still the most common authentication method today. It is imperative to implement a password policy requiring complex passwords that can’t easily be guessed, and end-user training to go along with it. Microsoft’s Active Directory “require complex passwords” setting is a start, but end-user training is also mandatory.

Many users use the same passwords for every online system they need a password for. This is a problem. If one site gets hacked, cybercriminals will try your credentials at all common websites, and possibly at your business’s VPN. It is imperative that your cybersecurity awareness training program encourage your team members to use different passwords for different sites, and especially for any system that your company uses.

Most companies have some sort of safety guidelines that their employees must follow or be aware of and cybersecurity should be no different. There are a number of companies that specialize in this type of training, and they may or may not be a good fit for your company culture. Picking the right type of training is critical; having a good cultural fit is more important than the actual content. Be sure to do proper due diligence to ensure that the training content offered by the company or companies you are considering is a good fit for the culture of your company.

train your employees on certain things in order to have them perform their job functions. Cybersecurity is one of those things.

If you are uncertain as to how to structure a cybersecurity training program, find an advisor that can help you.

Questions to explore this topic further with your company’s leaders: • •

When was the last time you were trained on cybersecurity?

What did you take away from it?

Do your team members who have access to sensitive data get additional training above and beyond those who do not?

ABOUT THE AUTHOR: Bryce Austin is the CEO of TCE Strategy, an internationallyrecognized speaker on emerging technology and cybersecurity issues, and author of Secure Enough? 20 Questions on Cybersecurity for Business Owners and Executives. With over 10 years of experience as a Chief Information Officer and Chief Information Security Officer, Bryce actively advises companies across a wide variety of industries on effective methods to mitigate cyber threats. For more information on Bryce Austin, please visit www.BryceAustin.com.

The important message here is that you already know you must

“Why Can’t I Grow My Business?”

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BWOInsurance.com 8/8/18 10:3118 PM 33 SEPTEMBER

Trivial Taboos That Ruin Sales You’ve been selling for years. Every so often there’s that one sale you thought you had in the bag, but you lost it. Could you have violated one of these sales taboos and turned your prospect off?

Personal Appearance Whether you are new to sales or a veteran, there is one fundamental that never changes: People judge you on your appearance.

Consider the basics. You only get one opportunity to make a good first impression. It may seem like a simple concept, but little things — unpolished shoes, a frayed belt, a wrinkled shirt or a cracked watch band — unfortunately can count against you.

Why should the prospect feel confident in your professionalism if you don’t appear professional?

There is more to appearance than dress. Untrimmed or unshaven hair, a stray piece of lunch stuck to your teeth, spicy-food breath, coffee-breath, or cigarette odor can all be turnoffs. Before a meeting, look in the mirror and give yourself a good once-over.

Pop a breath mint or mouthwash strip and don’t smoke — it’s not healthy anyway. And speaking of odors, just a light application of perfume or cologne will do. Too much can be a distraction, or worse, you could discover your prospect is allergic to your fragrance.

Other seemingly trivial taboos: • Briefcase. Is yours well-organized or your portable trash can? A prospect may view the briefcase as an extension of how organized you are.

• Writing utensil. Do you use a cheap stick pen or invest in a decent piece of writing equipment? A good pen makes a positive impression when asking someone to sign a multifigure contract.

• Your car. Is it neat, clean and well-kept? If your prospect walks you out to your car and he or she is greeted by a dustcovered jalopy with “clean me” written on the back, it leaves a negative impression.

SEPTEMBER 18 34

Client Dealings You’re confident you have the appearance angle nailed. You meet your prospect and you feel it went well. Later, you learn the account went elsewhere. What happened? Was there something you did to lose the sale? Consider the following: •

• •

•

Were you selling a product or a solution? Businesses seek solutions to their problems and your job is to provide them.

Did you address their need or pitch a great product? Not addressing the problem fails to build confidence about the product.

Who did most of the talking? If you don’t listen, you won’t hear the prospect’s problem. A good sales person asks and listens then addresses the prospect’s problem.

Did you do your research? Check the company’s website, LinkedIn, or read the annual report to understand your prospect before meeting. Know their business and identify the decision-maker.

Did you ask to close the sale? Neglecting to get the client to commit to the buy may have failed you. When the client sounds increasingly interested, speaks in positive terms about the product, aim to get the commitment. Say you believe they feel this product is for them and ask to complete the deal.

If you’ve done your best and the prospect goes elsewhere, don’t ruin the relationship. Avoid arguments and be agreeable. Remain professional and stay in touch. Today’s miss could become a golden opportunity tomorrow.

Source: American Insurance Marketing and Sales Society www.aimssociety.org

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

SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854

SEPTEMBER 18 35

It Wasn’t Raining When Noah Built the Ark: Prepare for Family Business Quarrels Now By: Mitzi Perdue There’s no such thing as a family business without conflict. If you Google “family business feud,” in less than a second, you’ll get roughly 1.2 million hits. And that of course is the tiniest fraction of the number of family business disputes that do not show up in the Google search engines.

At their worst, a quarrel in the family business can become a threat to everything the family business holds dear, including relationships, wealth, and position in the community. Seventy percent of family-owned businesses won’t make it to the next generation, and the biggest reason for this sad fact is family quarrels.

Since every family is going to have conflict, the fundamental question is, how do you deal with these quarrels so that they don’t cause lasting damage?

Develop a Covenant Culture An answer that has worked for many family businesses is to create a covenant culture. Do it long before it’s needed.

In a family business, this means that family members covenant with each other that while they have a right to air their disagreements, when a decision is made, they come together. They agree ahead of time to close ranks and move on.

Part of a covenant culture is, everyone gets to be heard. Participants agree to listen to all sides, and to value robust discussion.

SEPTEMBER 18 36

Another essential element—possibly the most important—is a commitment that issues will be resolved within the group. The reason for this is, in cases where members of a family business go to the media or get into litigation to resolve a conflict, they are likely to unleash an uncontrollable chain of events that predictably will endanger the entire family enterprise.

By the time a family business member exposes a conflict to the press or initiates litigation, there’s usually no turning back. The chances of reconciliation are so slim that many family business professionals will not take on as a client a family business that has reached this stage.

At this stage, when the family is in litigation or dueling it out in the press, chances are that family business is on its way to joining the 70% of family-run businesses that don’t make it to the next generation. What’s all important is preventing conflicts from reaching this stage.

Ways to Prevent Out of Control Family Business Conflict Since conflicts are inevitable, what can members of a family business do to support having a culture that commits to keeping quarrels within the family?

The answer is that the business family needs to consciously work on developing a culture for resolving conflict. Culture is, “How we do things,” and if the important work of developing a strong, supportive culture is left to chance, members of the family

business may never learn key attitudes that they’ll need to keep disputes from escalating. Without ways to keep conflicts from escalating, a covenant culture is not possible.

Developing a positive family business-friendly culture requires time together, discussions, and above all, role modeling. To prevent disputes from getting out-of-hand practice these six attitudes and techniques.

1. Take a moral stand that it's wrong to move disagreements outside the family.

The experience of many thousands of family businesses shows that once a family starts down the road of a public dispute or litigation, the usual end result is the end of the family business.

Positions harden, reason goes out the window, and it’s a rarity for any members of any family business to change course. The usual end point is either severe weakening of the business or its complete destruction. Members of business families need to know that it is morally wrong to be the cause of this.

2. Let family members know that this isn’t just about their wishes.

Because any public acrimony in a family business so often leads to the company’s failing, it threatens the well-being of innocent bystanders including the company’s employees, stockholders, lenders, and even the tax base of the community. Members of family businesses need to know they have a responsibility to large numbers of people beyond themselves.

relationship. Being a member of a family business at times means sacrifice, and for the business to continue, this can mean giving up the ego gratification of getting their way. However, in return they’ll get something of vastly greater importance—the chance for the family legacy to continue and thrive.

5. Compromise is key.

Members of a family business need to learn to listen to each other and they need to avoid the temptation to “stand on principle.”

In the context of a family business, “standing on principle” is a synonym for “being stubborn.” It means, “I’m not going to listen to you.” It also tends to shut down discussion because virtue signaling can shut down the give and take that’s essential for compromise.

6. Be careful of what is said in anger.

Angry words can be self-fulfilling, such as for example, disparaging someone’s competence or expressing preference for a sibling.

A person may say something in momentary anger, but the person hearing what was said may remember those words for a lifetime.

Garbage can come out of Pandora’s Box that can't be stuffed back in again.

Done right, the family and all its benefits will endure. Done wrong, the family business blows up. By considering and practicing these six attitudes and techniques, you can quell any family business dissent before it jeopardizes the health of the company as a whole.

3. Emphasize the concept of “Family First.”

ABOUT MITZI PERDUE:

Family businesses are unlike regular families because in the tug of war between individualism and being a member of the group, there needs to be a different balance. Members of a family business have a different level of responsibility because their actions influence all the stakeholders involved with the business.

Mitzi Perdue is a celebrated speaker, businesswoman, and author of How to Make Your Family Business Last. A cum laude graduate from Harvard University and holder of an MPA from George Washington University, Mitzi draws from her direct experiences in two long-lasting family enterprises to assist businesses in preparing for lifelong success. She is a past president of the 35,000-member American Agri-Women, a former syndicated columnist for Scripps Howard, and the founder of CERES Farms.

For more information on Mitzi Perdue, please visit www.MitziPerdue.com.

4. Put relationships ahead of ego.

Members of family businesses need to know that there are times when they have a choice between getting their way and having a

Since 1878

Ellington Mutual Insurance Company

Proudly providing all of Wisconsin with prompt, personal service.

PO Box 356 • Hortonville, WI 54944 920-779-4515 • 800-953-4515

www.ellingtonmutual.com

Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella SEPTEMBER 18 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

Mr. Matt Cranney, CIC, CRM President M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com Mr. Sean M. Paterson, CIC Vice President Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com Ms. Julie Ulset, CPIA Treasurer Grams Insurance Agency LLC 103 W Fulton St. Edgerton, WI 53534 Phone 608-884-3304 Fax 608-884-9616 julset@gramsinsurance.com Dan Wolfgram AINS, CPIA Secretary R & R Insurance Services, Inc. 1581 E. Racine Ave. Waukesha, WI 53186 Phone 262-574-7000 Fax 262-574-7080 dan.wolfgram@rrins.com

DIRECTORS

STAFF

Mr. Thomas Budzisz, CPIA BWO Insurance Group, LLC 2111 E Rawson Ave. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com

Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220 Phone 920-370-4283 Fax 920-682-7799 Sandy.Hardrath@Ansay.com

Ryan Butzke, CIC, CISR Northbrook Insurance Associates, Inc. P.O. Box 780.

Menomonee Falls, WI 53052 Phone 262-783-5533 ryanb@northbrook-ins.com

Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr Ste 105 Germantown, WI Phone 262-293-9144 Fax 262-293-9254 michael@keenersolutions.com

Ms. Jodi Cordes, CIC, CRM, CPIA Past President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E 2nd St. Merrill, WI Phone 715-536-9576 Fax 715-539-3349 jeremy.cordova@cordovaagency.com

Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 Phone 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave Plymouth, WI 53073 Phone 920-893-3252 Fax 920-893-3250 mitchtarras@charter.net

PIA of Wisconsin, Inc. 6401 Odana Road Madison WI 53719 Phone: 608-274-8188 Toll Free: 800-261-7429 Fax: 608-274-8195 Toll Free Fax: 866-203-7461 www.piaw.org Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Claire Gribble Administrative Assistant cgribble@piaw.org Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@piaw.org Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

Coming Events SEPTEMBER 2018 19-21

CIC Commercial Property Milwaukee, WI (20 WI CE)

27

CISR Elements of Risk Management Rothschild, WI (7 WI CE)

38 SEPTEMBER 18

OCTOBER 2018 10-11

CIC James K. Ruble Graduate Seminar Green Bay, WI (16 WI CE)

NOVEMBER 2018 13

CISR Commercial Casualty 2 Madison, WI (7 WI CE)

14-16

CIC Life & Health Madison, WI (20 WI CE)

DECEMBER 2018 5

CISR Commercial Casualty 2 Waukesha, WI (7 WI CE)

6

CISR Agency Operations Rothschild, WI (7 WI CE)

SIA of the Great Lakes, LLC Member of SIAA

• $6.6 Billion in Premium • Full & highest commissions • Big is Better – size, clout, stability • No minimum volume requirement for profit sharing and excess compensation • 6,100 signed member agents can’t be wrong • Your clients and companies are always yours To learn how we can help you increase your agency income and value, contact us today. jharrison@siagl.com | 920.494.5000 | www.siagl.com

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