p r o f e s s i o n a l a g e n t

What’s Inside?

New Members .....................14

Create the Soundtrack of ......16 Your Sales Career

Keys to Peer Leadership .......22

YPC Scholarships .................25 Available

Excess & Surplus Lines ........ 26

Why Retirees are ....................30 Holding Off

10 Tips to Support New .........34 CSR Success

Automation Corner .................36

Coming Events ......................38

w w w . p i a w . o r g

F E B R U A R Y | 2 0 1 3

2 FEBRUARY 13

Milwaukee Branch: 800.236.1800 | Home Office: Des Moines, IA www.emcins.com

© Copyright Employers Mutual Casualty Company 2011 All rights reserved

“ Reducing losses adds value for your clients.”

Provide more than protection to your clients. Provide the added value of EMC’s no-fee loss control services, which could help reduce the cost of their insurance. It’s just one of the many reasons policyholders Count on EMC®.

Chad Veach, Engineering Services Supervisor

Acquisition Strategy #11LOSS CONTROL SERVICES

Success is a Choice — What is your Echo?

Tracy Oestreich, CIC, CPIA, AU — President, PIA of Wisconsin

Now that we are more than a full month into our “New

Year”, are your 2013 New Year resolutions about burned

out? It can be tough staying optimistic with so much

negativity going around at times. “We spend January 1

walking through our lives, room by room, drawing up a list

of work to be done, cracks to be painted. Maybe this year, to

balance the list, we ought to walk through the rooms of our

lives…. Not looking for flaws, but for potential.” (By Ellen

Goodman)

I am focusing on forming the habit of reading every day

about our industry and profession by reading magazines,

websites, journal articles, etc…I came across something I

would like to share. It comes from a website I subscribe

to called “T4D – Thought For the Day”, authored by Kirk

Weisler. With Kirk’s permission, read this “T4D – Thought

For the Day”:

Echoes of Excellence – What’s Your Echo?

A son and his father were walking in the mountains.

Suddenly, his son falls, hurts himself and screams:

“AAAhhhhhhhhh!!!”

To his surprise, he hears the voice repeating,

somewhere in the mountain: “AAAhhhhhhhhh!!!”

Curious, he yells: “Who are you?”

Angered at the response, he screams: “ Coward!”

He receives the answer: “Coward!”

He looks at his father and asks: “What’s going on?”

The father smiles and says: “My son, pay attention.”

And then he screams to the mountain: “I admire you!”

The voice answers: “I admire you!”

Again the man screams: “You are a champion!”

The voice answers: “You are a champion!”

The boy is surprised, but does not understand.

Then the father explains: “People call this ECHO, but

really this is LIFE.

It gives you back everything you say or do.

Our life is simply a reflection of our actions.

If you want more love in the world, create more love in your heart.

If you want more competence in your team, improve your competence.

This relationship applies to everything, in all aspects of life;

Life will give you back everything you have given to it.

YOUR LIFE IS NOT A COINCIDENCE. IT’S A REFLECTION OF YOU!

What is your echo?

We must ask ourselves what do we truly want it to be. Then we must, with great courage yell it loudly from the tops of the mountains with all the strength and hope that we have. And we must have faith that it will echo back to us. “Act the way you want to be, and soon you will become the way you act.”

As we choose the way we want to be, we will soon become a reflection of our choices.

Stay committed to your goals. Remember, if you do not accomplish what you set out to do, you did not fail, instead you just quit trying. Speaking of commitment, your PIA association stands committed to its members. We understand that by working together and sharing our strengths, all will benefit. PIA will continue to be an aggressive advocate on behalf of all its members. As an organization, PIA will remain fully engaged in legislative and regulatory advocacy. PIA will continue to provide tools our members can use to grow and enhance the profitability of their agencies and/or their companies.

One final item: Did you know our PIA of Wisconsin Young Professionals committee will award TEN $2500 scholarships later this year to high school seniors and college juniors or seniors? We are committed to attracting young professionals to our industry with $25,000 in scholarships!!! Check out the PIAW website – www.piaw.org – for all the details and rules. Applications are due by April 1, 2013. Spread the word!!

Happy Heart day to you all.

From the President

FEBRUARY 13 3

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

4 FEBRUARY 13

New Flood Insurance Flyer

GROWTH & PROFITABILITY are two words vital to any insurance agency. PIA has released a new “members only” benefit that will help you track and project personal lines business growth and profitability on a five year basis.

This new tool, titled “Closing The Gap – Growth & Profit” is a product from the PIA Partnership program and is available to members at http://agency-growth-profit.com.

You can create various scenarios based on retention, premium rates, account rounding and sales goals for auto and homeowners products and the calculator will provide profitability projections. This is a great management tool for all agencies that prefer to pro-actively plan for their future rather than simply hope their agency will produce a profit.

The Partnership is a cooperative program of PIA National and several insurance companies that work together to research and develop tools and resources designed to benefit independent agencies. In the past they have produced several tools to help PIA members operate more professionally and profitably.

ARE YOU AWARE of changes to the flood insurance program that will affect you and your clients? You should be! As a result of tremendous losses from past hurricanes and floods in the U.S. and now with the losses from hurricane Sandy in New York and New Jersey, Base Flood Elevation maps are being redrawn across the country. In addition to the effect on flood zone determination, governmental entities may place building restrictions and mitigation programs in place due to new elevation determinations. How will this affect rates and premiums? Rates and

premiums will increase, not just because of the new Base

Flood Elevations but also because of efforts to make the

rates actuarially sound and to lessen the heavy subsidation

of premium by the flood program. Your customers will

certainly be complaining about the increases.

So, how can PIA help? We have developed a FREE,

single page, easy-to-understand flyer for you to give to

customers and prospects. The simple title of “Why is my

flood insurance premium increasing” says it all. Just like

the recently released “Why are my homeowners insurance

premiums increasing” brochures that are being used by

hundreds of members, the new flood insurance flyer is

an excellent tool to help clients understand that the rate

increases are not your fault.

You can access the new flyers in a generic format (i.e.

brought to you by a Professional Insurance Agent)

or a format that you can customize with your agency

information. Go to www.piaw.org and click on Member

Benefits, then scroll down to the flood insurance brochure

on the left side menu of products. Print as many as you

want. They look much better if printed in color than in black

and white!

Another benefit of your PIA membership. Remember these

items when you get ready to write your dues investment

check in a couple months!

AND REMEMBER….. A word to the wise isn’t necessary—

it’s the stupid ones that need the advice.

Memos from Madison

Correction to January PIA Magazine reference: Rep. Melissa Agard Sargent (D-Madison) 48th District is a small business owner who is serving her second term as a Dane County Supervisor. She is a UW-Madison graduate.[ [

Grow your business. with Couri Associates.

Or Ask one of these strategic partners about Couri Associates’ value

Visit www.couriagents.com/raves/

Retain your identity

Hear what our associates are saying about our focus on agents and our great commissions!

Interested in becoming part of the Couri family? Visit our website,couriagents.com or give Steve Albinger a call at 800-444-1215.

Scan thiswith your

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Search “QR Code” in your App storeto download a mobile reader.

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This is just a sampling of the quality carriers Couri represents.

FEBRUARY 13 5

By Steve Rodgers, Premier Insurance Services — Director, PIA of Wisconsin

When I first started in this business in 1974, clients, family, and friends would tell me that I better watch out because time would fly by, and days would go fast. Being twenty at the time, I thought “yeah, right”, and that I had plenty of time to enjoy my career and life. Wow, thirty-eight years later, has my prospective changed.

If you are an agency owner, with time seemingly moving faster and faster, do you have an Agency Perpetuation Plan in place; do you keep it updated; or have you even considered one? Having gone through a recent agency sale, and knowing other friends as well that have sold; there really needs to be a well thought out, and well-timed perpetuation plan in place. Setting up a perpetuation plan does not mean you need to retire tomorrow, but it does offer an agency owner the opportunity to get a much better value for his or her agency. So many times throughout my career, I have heard sad stories about agency owners suddenly becoming very ill, or die, leaving a spouse or staff to fend for selling an agency under the worse circumstances, and for lower value.

Many insurance companies are now concerned about the aging independent agency owner population, and are requesting updated information on how your agency is prepared for perpetuation. Also, plenty of insurance companies are offering assistance in setting up perpetuation by holding various seminars, and offering individual consultation with experts.

I attended one such seminar sponsored by Auto-Owners Insurance Company several months ago, and it was an excellent program. I am sure there are many other companies offering the same type of programs.

Don’t forget about resources offered by PIA. “Perpetuation Central”, located on the PIA National website, is an online reference and resource center for agencies as they plan and take steps to implement agency perpetuation, or other forms of agency ownership transfer. This is a service included as part of your PIA membership. Go to www.pianet.org and click on The Partnership. Members can access it, non-members cannot. Also, PIA of Wisconsin has some excellent relationships with experts like Attorney Tim Fenner; or John Dismukes, who specialize in agency valuations and agreements.

And last but not least, talk to your fellow PIA members. When I decided to check out things before selling, there were PIA members that provided a ton of valuable information. Whether you are attending the convention, seminars, or getting involved with PIA committees, tap into your fellow members, as they are excellent sources.

I am fond of saying: “Why reinvent the wheel!” Use the great knowledge you can gather from your fellow agents, PIA Organization, and company people. “Perpetuate” your business today.

Times are a Changing — What about your Perpetuation Plan?

From the Boardroom

6 FEBRUARY 13

FEBRUARY 13 7

15, 2012

CPIA 3 - Sustain Success

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling errors and omissions including policy review and delivery, endorse-ments, claims-processing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WISCONSIN PIA IS A PROUD SPONSOR OF THE CPIA DESIGNATION PROGRAM

The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives.

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

To maintain the CPIA designation, CPIA’s must fulfill an update every two years by attending an Agency Management Boot Camp, or attend one of the core Insurance Success Seminars, or attend a Pro-to-Pro Retreat, or maintain an active membership in the AIMS Society.

The The AIMS SocietyAIMS Society is a national organization dedicated to providing is a national organization dedicated to providing

interactive marketing and sales training, ongoing resources and interactive marketing and sales training, ongoing resources and

networking opportunit ies to insurance professionals.networking opportunit ies to insurance professionals.

You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

CPIA 1 - November 9, 2011 CPIA 2 - February CPIA 3 - August 1, 2012 Radisson Paper Valley Hotel Marriott Madison West Grand Geneva Resort Appleton, WI Middleton, WI Lake Geneva, WI

8:30 – 4:30 p.m. Fee Per Course (does not include lunch): PIA Member $155.00 / Non Member $190 Register at www.piaw.org or call PIA at 1-800-261-7429

CPIA 1 - Position for Success

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

CPIA 2 – Implement for Success

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

CPIA 1Fall 2012 Dates to be Announced

CPIA 2 – May 1, 2013 CPIA 3 – September 11, 2013 Radisson Kelmann Corporation Green Bay, WI Wauwatosa, WI

Course Schedule 8:30 a.m. - 4:30 p.m.Lunch On Your Own 12:00 p.m. - 12:45 p.m.

Registration Fee per Seminar:Includes Materials, Coffee in the AM & Soda in the PM > PIA Member $155.00 > Non Member $190.00

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

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

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

Roger R. Anderson, 2114 Cumming Ave., Superior, WI 54880, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

James J. Butler, 1417 Yates Ave., Beloit, WI 53511, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Paul Cromar, 1739 Farrow Dr., Rock Hill, SC 29732, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, failing to disclose a criminal conviction and an administrative action on a licensing application and a lawsuit or arbitration involving allegations of fraud, misrepresentation, misappropriation or breach of fiduciary duty.

Siddharth Dhawan, 3332 Virginia St., Miami, FL 33133, had his application for an insurance license denied. This action was taken based on allegations of having a lawsuit or arbitration involving allegations of fraud, misrepresentation, misappropriation or breach of fiduciary duty, as well as failing to provide proof of eligibility to work in the United States required for licensure.

Linda F. Dickens, 7084 N. 43rd St., Milwaukee, WI 53209, had her request for a waiver of the continuing education requirements denied. This action was taken based on allegations of failing to submit required information to OCI in a timely manner.

Darrell Clarke Fields, 9980 E. Villa Cir., Vero Beach, FL 32966, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Florida on a licensing application and having a criminal

conviction which may be substantially related to insurance marketing type conduct.

Roy Flynn, 570 Dugwell Rd., Boones Mill, VA 24065, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

David Smith Folmar, 3108 Bryn Mawr Dr., Dallas, TX 75225, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Janet Marie Fowler, 160 S. McCarthy Rd., Appleton, WI 54914, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

Tiffany Michelle Gillespie, 417 Rawls Cir., Irving, TX 75061, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines licensure.

Alonzo S. Greene, 6111 S. Elizabeth, Chicago, IL 60636, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to pay past child support due.

Robert I. Henson, 2047 Basten St., Apt. D, Green Bay, WI 54302, had his insurance license revoked. This action was taken based on allegations of failing to pay a $2,000 forfeiture when due.

Benjamin R. Hoffman, 1028 Weinkauf Rd., Edgar, WI 54426, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

Ted Nickel — Commissioner of the Office of Insurance

OCI Administrative Actions

8 FEBRUARY 13[continued on page 10]

AllegAtions And Actions AgAinst Agents

RELAX.WE’VE GOT YOUR BACK.

www.acuity.com

facebook.com/acuitywow

FOR ALLTHATMATTERS

10 FEBRUARY 13

David S. Humphrey, 17100 W. Bluemound Rd., Ste. 202, Brookfield, WI 53005, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

Leigh F. Joost, 331 N. 50th St., Milwaukee, WI 53208, agreed to pay a forfeiture of $1,000.00 and not to submit an insurance application if the insured has not signed the application. This action was taken based on allegations of signing a signature on a document without proper authority.

Keely Rhonda Klemm, 504 Rookery Ct., Mckinney, TX 75070, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Kyle Matthew Larimore, Tranzsubco I Corp., 555 Metro Pl. N., Dublin, OH 43017, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide required proof of resident state licensing.

Renisha M. Lattimore, 10522 Madison Park Dr., Charlotte, NC 28269, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide required proof of resident state licensing.

Matthew G. Maurer, 1574 Citation Ln., Neenah, WI 54956, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, failing to complete the fingerprinting requirement, and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Jorge Moreno, 4607 S. 2nd St., Louisville, KY 40214, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Wisconsin and Colorado on an insurance license application, failing to respond promptly to inquiries from OCI, failing to provide proof of eligibility to work in the United States, and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Larry W. Oberheu, 8741 W. 141st St., Orland Park, IL 60462, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide required proof of resident state licensing.

Todd P. O’Brien, 9305 S. 29th St., Franklin, WI 53132, had his application for an insurance license denied. This action was taken based on allegations of a criminal conviction which may be substantially related to insurance marketing type conduct and providing misleading information on a licensing application.

Christopher T. Paige, 13 Walker Dr., Madison, WI 53714, had his application for an insurance license denied. This action was taken based on allegations of a criminal conviction which may be substantially related to insurance marketing type conduct and providing misleading information on a licensing application.

Christopher J. Pierson, 1732 Summerset Dr., Apt. 201, Racine, WI 53406, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having criminal convictions which may be substantially related to insurance marketing type conduct.

Patricia A. Samuels, 177 Sycamore Dr., Apt. 308, Park Forest, IL 60466, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and involvement in a bankruptcy proceeding.

Wafeek A. Shalabi, 11320 W. 157th St., Orland Park, IL 60467, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines licensure.

Bruce Jeffrey Steiger, 4800 NW 91st Way, Coral Springs, FL 33067, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and involvement in a bankruptcy proceeding.

Mary R. Stilling, N1084 Westside Rd., Lake Geneva, WI 53147, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to pay Wisconsin delinquent taxes due.

David J. Vanderschaaf, 828 Iroquois Cir., Baraboo, WI 53913, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, failing to respond promptly to inquiries from OCI, and failing to pay Wisconsin delinquent taxes due.

Randall W. Wedde, 96 Sunset Dr., Clintonville, WI 54929, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

Raymond Young, 1527 Seven Pines Rd., Springfield, IL 62704, had his application for an insurance license denied. This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI.

OCI Administrative Actions

[continued from page 8]

[continued on page 35]

CICsRobert Baumgartner, CIC, LUTCFRural Mutual InsuranceTwo Rivers, WI

Wendy Beck, CIC, CISR, AINSWest Bend - A Mutual Insurance Co.West Bend, WI

Susan Boll, CICBoll Insurance Group, LLCWaupaca, WI

Bobbie Collies, CIC, AISSociety InsuranceFond du Lac, WI

Jonathan DeSalvo, CIC, ARMM3 Insurance Solutions, Inc.Madison, WI

Ryan Jenness, CICAdams Insurance Service, Inc.Milwaukee, WI

Elliot LePoidevin, CICArthur J. Gallagher RMS, Inc.Brookfield, WI

Joseph Palumbo, CICIronshore InsuranceSt. Louis, MO

Danielle Raether, CICAmerican Family InsuranceMadison, WI

Sonia Rodgers-Davis, CICSchwarz Insurance Agency, Inc.Prairie du Sac, WI

Kemmy Stickney, CIC, CPCUErie InsuranceBrookfield, WI

Katie Unbehaun, CIC, AAI, CLCSCottingham & Butler, Inc.Dubuque, IA

NEWThe 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?

12 FEBRUARY 13

Imperium Insurance Company Houston Specialty Insurance Company

Oklahoma Specialty Insurance Company Great Midwest Insurance Company

AllcarriersareratedA–orbetterbyAMBest.

HOUSTON INTERNATIONAL INSURANCE GROUP

800Gessner,Suite600⋅Houston,TX77024⋅713.935.7400

On average, Society underwriters remain with the company for more than 10 years, giving you the full benefi t of our

knowledge and expertise. Meanwhile at other insurance companies, the position is more likely to turn over a few times.

And when you’re a busy agent trying to get the job done right, that can feel like a few times too many. If you agree that

details like these can make a big difference, give us a call at 888-5-SOCIETY or visit societyinsurance.com.

Small detail. Big difference.One experienced employee.

© 2013 Society Insurance

12347_Society_Beats-WPA-8.5x11.indd 1 1/10/13 5:22 PM

CICsRobert Baumgartner, CIC, LUTCFRural Mutual InsuranceTwo Rivers, WI

Wendy Beck, CIC, CISR, AINSWest Bend - A Mutual Insurance Co.West Bend, WI

Susan Boll, CICBoll Insurance Group, LLCWaupaca, WI

Bobbie Collies, CIC, AISSociety InsuranceFond du Lac, WI

Jonathan DeSalvo, CIC, ARMM3 Insurance Solutions, Inc.Madison, WI

Ryan Jenness, CICAdams Insurance Service, Inc.Milwaukee, WI

Elliot LePoidevin, CICArthur J. Gallagher RMS, Inc.Brookfield, WI

Joseph Palumbo, CICIronshore InsuranceSt. Louis, MO

Danielle Raether, CICAmerican Family InsuranceMadison, WI

Sonia Rodgers-Davis, CICSchwarz Insurance Agency, Inc.Prairie du Sac, WI

Kemmy Stickney, CIC, CPCUErie InsuranceBrookfield, WI

Katie Unbehaun, CIC, AAI, CLCSCottingham & Butler, Inc.Dubuque, IA

NEWThe 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?

FEBRUARY 13 13

On average, Society underwriters remain with the company for more than 10 years, giving you the full benefi t of our

knowledge and expertise. Meanwhile at other insurance companies, the position is more likely to turn over a few times.

And when you’re a busy agent trying to get the job done right, that can feel like a few times too many. If you agree that

details like these can make a big difference, give us a call at 888-5-SOCIETY or visit societyinsurance.com.

Small detail. Big difference.One experienced employee.

© 2013 Society Insurance

12347_Society_Beats-WPA-8.5x11.indd 1 1/10/13 5:22 PM

14 FEBRUARY 13

© 2011 Vertafore, Inc. Vertafore, the Vertafore logo and design, Unleash your potential, and the Vertafore trademarks listed are owned by Vertafore, Inc.

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

USING SIRCON SERVICES, YOU CAN: • APPLY FOR A LICENSE• RENEW YOUR LICENSE• LOOK UP AVAILABLE COURSES • CHECK LICENSE RENEWAL STATUS• CHECK LICENSE APPLICATION STATUS• REQUEST A LETTER OF CERTIFI• REQUEST A LETTER OF CERTIFICATION• UPDATE YOUR NAME OR ADDRESS• FIND YOUR LICENSE NUMBER/NPN• CHECK YOUR STATUS WITH A STATE• MAINTAIN YOUR FIRM ASSOCIATION• UPDATE YOUR ADDRESS• UPDATE YOUR EMAIL ADDRESS • PRINT • PRINT YOUR LICENSE

Login to: www.piaw.organd get started today!

Attention UticA e&o Policy

Holders:The following PIAW education classes are approved for Utica’s premium discount.

Please contact Darcy at PIA for details. 1-800-261-7429 or dbrown@piaw.org

•AnyCICUpdate

•CICAgencyManagement

•CISRAgencyOperations

•DynamicsofService

•PIAWEthicsandE&OSeminars

•PIAWConductedIn-HouseSeminars

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

n e wMEMBERSPIA of Wisconsin

AGENCYBob Insurance.com LLCRacine, WI

Business Insurance GroupRhinelander, WI

Community First Insurance CenterAppleton, WI

Fishbowl Insurance AgencySiren, WI

Gile Real Estate & Insurance Agency LLCCuba City, WI

Giuffre and Associates, Inc.Montello, WI

King Insurance AgencyMalone, WI

Mader Insurance Services, LLCBrookfield, WI

O’Brien Insurance Agency, Inc.La Crosse, WI

Peter Fassbender Agency Inc.Sun Prairie, WI

Richter Agency, Inc.Pewaukee, WI

Weber Insurance Agency Inc.Algoma, WI

COMPANY Merrimac Lodi Mutual Insurance CompanyPrairie du Sac, WI

ASSOCIATELake Country Brokerage LLCPewaukee, WI

Return to: PIAW, 6401 Odana Rd., Madison, WI 53719 Fax: 608-274-8195 Register online www.piaw.org Confirmation will be emailed upon receipt of registration. No refunds without 7 days notice, substitutions only. Call PIA for assistance. 1-800-261-7429

How will the Affordable Care Act affect me, my family and my business?

What will a health insurance plan look like in 2014? What will it cover and for what policy limits?

Are there taxes, fees and penalties that my impact me and a business?

As a business owner do I have to provide health insurance for my employees?

What might happen to a business owner if they provide a plan now but stop in 2014?

It is possible to have a penalty even if a high quality health insurance plan is provided to the employees?

Will income paid to employees impact potential penalties that could be levied on the business owner?

I have heard a lot of conversation about the “Exchange”, what it is and how might if effect me?

4 WI CE CREDITS 8:00 – 11:45 a.m. May 14 Holiday Inn - Rothschild May 15 Radisson - Green Bay May 16 Paul Davis Restoration – Milwaukee

National expert, Jerry Rhinehart, CIC, CLU, ChFC, RHU, will address the following questions and much more!

WWW.PIAW.ORG

Delete text and place photo here.

Register your key business clients, your client’s attorneys, CPAs and human resource personnel.

NATIONAL HEALTH CARE REFORM! 3 DAYS ONLY – SPACE WILL GO QUICKLY

NATIONAL HEALTH CARE

PIA Members and Guests $65 each Non Members and Guests $90 each

Fee includes continental breakfast & program.

*******************************One form per attendee please, plus non-licensed guest/s.*************************** ______May 14 ______May 15 ______May 16 Total Amount Enclosed $________

Full Name_____________________________________________Nick Name ____________________________

Agency/Company ____________________________________________________________________________

Address__________________________________________City_______________State__________Zip _______

Phone__________________________________Cell or After Hours ____________________________________

Email___________________________________________WI License Number __________________________

Guest/s Name____________________ ______________________ ________________________

_____Check Payable to PIA _____ M/C _____ Visa _____ AMEX _____ DIS

Card #_______________________________________________________ Exp. Date ______________________

FEBRUARY 13 15

16 FEBRUARY 13

Volume Pump Up The

Create the Soundtrack of Your Sales CareerBy Victor Arocho

All salespeople know that making a sale involves much more than a simple conversation with a prospect. In fact, the number of things the average salesperson has to do to close a deal can be staggering. There’s prospecting, information-gathering, research, cold and warm calling, sending emails and traditional marketing materials, doing pitches and demos, performing follow up, and a host of other activities. As a result, it’s easy for salespeople to get burned out and unmotivated.

BBut success in any type of sales environment depends

on having the proper mindset, and that includes being

motivated, inspired, educated, and pumped up to perform

all aspects of the sales cycle—even the parts you don’t like.

So how do top salespeople keep the proper mindset to

continually outperform their peers? Often, it all comes down

to the messages they feed their brain.

Let’s face it. Success in sales is 90% mental. If you can keep

your mindset positive and stay motivated to do the things

you need to do every day, you’ll not only make more sales,

but you’ll also enjoy doing it. If you’re ready to take your

sales career to the next level, then it’s time to create your

personal sales success soundtrack. Following are the three

elements to include in your soundtrack so you can stay

motivated and sell more.

1. MUSIC TO MOTIvATERealize that music is much more than just background noise. Studies conducted by sports psychologists have determined that music has a great impact on an athlete’s performance level. In fact, Dr. Costas Karageorghis, a sports psychologist at Brunel University, found that synchronous music (music that has a clear and steady beat) elevates a person’s performance by 20 percent, whereas asynchronous music (melodic background music) calms the nerves of people by as much as 10 percent. If the right kind of music can help improve athletic performance (which also requires a lot of mental stamina), it can certainly help improve sales performance as well.

Therefore, create a playlist for all aspects of the sales cycle. For example, prior to a prospecting meeting, listen to “Let’s Get It Started” by The Black Eyed Peas. When you’re about

FEBRUARY 13 17

to do demo or a sales pitch, listen to Survivor’s “Eye of the Tiger.” Immediately after closing a sale, listen to “Party Rock Anthem” by LMFAO. And when you’re feeling low and unmotivated to do anything, listen to Eminem’s “Lose Yourself,” a song about putting your best self out there, being a serious risk-taker, and overcoming your fears of failure. Pick a few songs that motivate you for each aspect of the sales process and listen to those songs at the appropriate time so they anchor you in the moment.

2. STAY INSPIREDStaying motivated is certainly important, but sometimes you just need some inspiration to keep your spirits high. This is when listening to uplifting stories, religious and spiritual verses, or inspirational quotes can help. Inspirational stories and messages give you mental discipline and can help you sort out tough business challenges by giving you a fresh perspective.

You can find many inspirational books in audio format so you can listen to them on the go, as many salespeople are these days. You can even find many “classic” inspirational sales messages in audio form from well known greats like Zig Ziglar, Tony Robbins, and Dale Carnegie. The options for inspirational messages are virtually limitless.

3. EDUCATE YOURSELF OFTENWould you want to send your loved one to a doctor who graduated from Harvard Medical School in 1971 but who hasn’t done any continuing education since then? Of course not! You’d want a doctor who not only went to a prestigious school, but who also stays abreast of the latest medical innovations and technologies. Your clients expect the same level of continuing education from the salespeople they work with.

But sales education doesn’t always come from a classroom. For busy salespeople, education can come from listening to “how to” type sales trainers, tuning in to business radio and

podcast programs, and downloading audio books on sales

and general business topics.

And when it comes to educating yourself, remember that not

everything is digital. One good technique is to listen to an

audio book and read the printed book at the same time. As

you hear things that resonate with you, you can highlight it in

the printed version and bookmark certain pages you want to

reread later. The key is to never stop learning. Experience can’t

always come to you; sometimes you have to go out and seek it.

WINNING THE GREATEST GAME OF ALLThe sales profession can be stressful and challenging…but it

can also be rewarding and profitable. No matter what you sell,

you have to be able to respond to clients and be spontaneous.

You have to be able to think outside your box and be able

to add value. It’s definitely a profession that requires sharp

mental agility, so that means you have to continually keep

your mind in tiptop shape. When you listen to music,

inspirational messages, and educational subjects on a daily

basis, you’re keeping your mind well-fed and well-rounded so

you can always be at the top of your game. And that’s where

you’ll find the real success and profits in your sales career.

About the Author

Victor Arocho is a sales development expert, sales trainer and

managing partner with Potential Sales & Consulting group.

He specializes in exponentially growing sales by bringing

accountability to the sales process and crafting a sales culture

of success. His numerous career highlights include tripling a

publicly traded organization’s profits within 24 months. With his

passionate and strategic style of sales, Victor has assisted others in

growing their business and achieving their revenue potential. To

learn more about Victor, please visit www.victorarocho.com.

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Keys to PeerLeadership

an unlikely source

AAs a small business CEO observed a window washer at the Atlanta airport one day, she asked what she thought to be a straightforward question, “What’s the secret to window washing?”

“No secret, ma’am,” the window cleaner said as he continued working. “I just focus on keeping on with my tools and my experience. I keep on going.”

The master continued working with repeated, slick motions, his tool remaining fixed to the glass, and leaving not one smudge. Then, true to his word, he kept on going.

When the CEO asked what was in the blue water, the cleaning professional smiled and said, “I can’t tell you that! If you knew that, you could do my job!” Then, before attacking another pane, he said, “It is very special, though.”

When a professional window cleaner uses just the right combination of resources—minimal tools; years of experience; a flowing, non-stop motion; and a secret concoction of suds—his or her work is efficient, engaging, and looks natural—perhaps easy—to those who observe.

Unlike the window washer, many team leaders don’t find their work to be efficient, easy or appear natural. These leaders often do not have degrees in leadership; they are promoted because they are very good at their jobs. Their former colleagues and friends now report to these “peer leaders.”

There is a skill to leading your former peers without encountering resistance, resentment and regret. When your toolbox contains a simple collection of thinking, communicating, and acting that is coherent, ordered and intentional, your leadership appears as if it is natural. When you’re charged with leading a team of your peers or former peers, the right combination of resources makes all the difference. The following techniques should be at the core of every peer leader’s toolbox.

by Kevin E. O'Connor, CSP

FEBRUARY 13 23

1. MINIMAL TOOLS kEEP YOU FOCUSED.The most effective leader uses only one tool: his or her personality. One great peer leader uses his thirst for understanding and information. When a member of his team enters his office, he asks that person to be the teacher while he plays the role of student.

“Any questions I ask are merely a student asking,” he explains. “Then, I never use the words ‘I’ or ‘you’…I only use the words ‘we’ and ‘us.’ I want them walking out of my office feeling better than when they walked in.”

By using the mindset of education, the pressure is removed from his “teacher” so that no question is off limits. This philosophy sets the tone for education and teamwork. If, instead, he were to use his intellectual curiosity to demonstrate that only he knew the correct answer, he could face resentment. The best peer leaders learn to harness their personality to inspire trust and teamwork.

2. ExPERIENCE GIvES YOU CREDIBILITY.Just as window washers have well-exercised wrists, your team wants to see that you still need and relate to them.

While your team is working to create the next product, researching relevant case law, or driving across town at a moment’s notice to meet with a customer, they want to know that you’re there with them. Sometimes that means that they want your hands working alongside theirs, and sometimes it just means that they want to know that you understand their daily routines, frustrations and joys. Regardless of which approach your team members prefer, they want you to guide them in the next, and right direction.

Your team will remember that you were there with them when you encourage. Today’s culture makes it easy for bosses to find faults, but you will have much greater influence when you frequently ask this question of your team members: “You know what I liked about what you did (or said)?” Be relentless as you look to find the ways that their input, skills and contributions have benefited the entire team. This is always of interest to the receiver; no one has ever responded, “No, I don’t want to know what you liked!”

3. A FLOWING, NON-STOP MOTION IS vERY INTENTIONAL.There are few things more beautiful than a leader who knows how and when to listen and where and when to speak; the times to agree and those to dissent; when to stay with the group and those other times when to go out on a limb. Just as the window washer intentionally follows a specific pattern, the successful leader never allows these moments to be chance events. Instead, they are always intentional. While employees sometimes want to be inquisitive, your peers want to be connected with you. With

intimacy comes great trust and loyalty.

A consistent engagement with your team on a personal level (within the business environment) turns your role from that of a boss to one of a fearless leader, mentor, and teacher. This intimacy comes when you go beyond their favorite sports team to learn about their childhood passions, when you understand their family’s immigration experience deeply affected their outlook on international business, and that their self-directed nature comes from their Eagle Scout training. To the inexperienced leader, these characteristics are mere factoids. The best peer leaders know that an understanding of these experiences and traits lead to unbreakable loyalty, an impassioned work-ethic and—most importantly to the company’s owners—higher profits.

4. YOUR SECRET FORMULA kEEPS YOU EvER USEFUL.Famous chefs sometimes share their secret recipes, for they know what many of us have learned after carefully following the same recipe three times: there are just some techniques that can’t be explained with words. Food rarely tastes the same way twice and rarely as good as it does in your favorite restaurant!

The window washer humorously refused to share the ingredients in his bucket for fear of being replaced. The best peer leaders are afraid that their talents and “secret concoction” may go unused, so they focus on how their team is furthering the company’s mission. When leading a group of your peers, you must have a firm hold on the secret formula that lies within you. Ask your team members what they believe to be your “secret sauce,” and be ready to listen without judging their responses. You may find that your team wants you to talk more at meetings, even though you might think you talk too much. Your team may want you to consult them but ultimately make a firm decision, while you may lead by consensus for you fear making decisions alone. When your team tells you what they want, find a way to do what they have asked!

Dolly Parton said, “Figure out who you are and then do it on purpose.” All of what you do as a leader must be naturally intentional, obviously purposeful, yet elegantly skillful.

About the Author

Kevin E. O’Connor, CSP, is a facilitator, medical educator, and author. He focuses on teaching influence to scientific and technical professionals who are charged with leading teams of their former peers. He presents and coaches over 175 times per year around the world to corporations, individuals, associations and non-profits about how to move teams from conflict to consensus. His latest book, Fearless Facilitation, is due out in 2013. For more information, please visit www.kevinoc.com.

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As the market continues to harden, you will probably find most of your standard markets modifying their underwriting guidelines. This could mean that some of your standard market accounts will be non-renewed and your agency will need to find them a new home. This new home could very well involve the Excess & Surplus Lines marketplace.

26 FEBRUARY 13

the Excess & Surplus Lines Market?

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

TThe E&S market has served a vital role in our industry for many years. While activity in the E&S market normally is fairly busy, it increases significantly during a hard market. As a result, there are a number of issues to keep in mind.

THE APPLICATIONWhile wholesalers will typically accept ACORD applications for most of their business, there will be some classes of business where the carrier will want its own application completed. Contact your wholesaler in advance and ask if there is a specific application needed. This initial contact could play an important role down the road.

THE TIMELINEGive your wholesaler plenty of time with the submission. If the wholesaler has questions, respond quickly and accurately. In many situations, the wholesaler may have the “pen” for that market, so the submission can be turned around quickly. In other situations, it may take upwards of 60 days. If you are unsure whether your other standard markets will be interested in the account, it is best to get the application into the E&S market. This additional time period might be needed based on the type of account.

Moreover, don’t just send the application and forget about it. Follow up with your wholesaler to ensure the application was received and to check whether any additional information is required.

THE PROPOSALE&S proposals can be unique and contain some forms/endorsements/exclusions for which you must watch. A General Liability policy in the E&S market might look much different than a General Liability policy in the standard

market. Review the proposal and don’t hesitate to ask for a specimen policy if the forms are unfamiliar to you. One endorsement to look for is the Classification Limitation Endorsement. This form, commonly found on GL policies in the E&S market, is a potential E&O headache.

This endorsement essentially restricts coverage under that policy to only those classifications noted on the policy. For example, if you insure a carpenter, the coverage would state only claims arising from carpentry would be covered. If the carpenter does some drywalling, there would be no coverage for this exposure unless the policy was modified accordingly. Look for this form and, if it is included on that particular policy, advise your customer in writing of this limitation. Explain that if the customer performs any work outside the stated classifications, there is no coverage and the agency should be contacted before undertaking this additional work. Document this discussion in writing back to your customer.

LACk OF AUTHORITY TO BINDIn the standard marketplace, agencies will usually have some type of binding authority guidelines. In the E&S market, because your agency is technically not the agent of record (the wholesaler is), in all likelihood, your agency has no binding authority. To bind a risk, you would need to advise the wholesaler. Realize, though, that the wholesaler might not even have the authority and may need to contact the carrier. Due to this situation, do not advise the client that coverage is bound until the wholesaler confirms it.

It is crucial that you know the “rules” when dealing with various wholesalers. In virtually all circumstances, the wholesaler will make clear what is needed to bind coverage. Is premium payment needed in advance of the binding?

Are the affidavits needed to bind coverage or do you have some time to get these completed? This may vary among wholesalers.

Another “big” issue is that coverage must be bound on or before the effective date for coverage to be put into effect. There is no back-dating in the E&S market, so request binding in advance of the actual effective date. This may prompt a higher level of priority on the handling of these accounts.

kNOW THE CARRIERThere are many E&S carriers that do a fantastic job. Unfortunately, many of these carriers will not exactly be a household name. When you receive proposals from the wholesaler, look at who the carrier is. It may be a new carrier you have never heard of or one you have not dealt with previously.

It is recommended that agency management establishes a guideline detailing what an acceptable rating is. It is best to factor in how your agency’s E&O policy addresses this issue to ensure that if the carrier became insolvent, the agency would have protection under its E&O. It is easy to check carriers’ ratings through the A.M. Best website (www.ambest.com). With the exception of New Jersey, the State Guaranty Fund does not provide any protection if an E&S carrier is declared insolvent.

DO YOUR HOMEWORk The wholesalers you do business with will be especially busy during a hard market. Work with them and you will find that they will work with you. Doing your homework and having a professional relationship with these folks could make a big difference in whether your application gets to the top of the pile.

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[continued on page 35]

GuESSING GAME:

QuittingWhy retirees are holding off

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As they struggle to save for retirement, a growing number of middle-class Americans plan to postpone their golden years until they are in their 80’s. Nearly one-third, or 30%, now plan to work until they are 80 or older—up from 25% a year ago, according to a Wells Fargo survey of 1,000 adults with income less than $100,000.

“It is so tough for Americans to save for retirement that the answer seems to be to work longer,” said Joe Ready, director of Wells Fargo Institutional Retirement and Trust.

Overall, 70% of respondents plan to work during retirement, many of whom plan to do so because they simply won’t be able to afford to retire full time. But working well into your 70’s, 80’s or even 90’s, isn’t always realistic, said Ready. Nearly three-quarters of those who plan to work into their 80’s say their employer won’t want them working when they’re that old, for example. Other roadblocks, like health issues, could arise as well.

Those who are unable to work as long as they intend could therefore face a very grim reality. In fact, more than one-third of Americans could wind up living at or near poverty in retirement, the survey found. RELATED: HOW THEY’RE GETTING READY FOR RETIREMENT About 34% of middle-class Americans expect their retire-ment income to be 50% or less of their current annual income.

Given Census Bureau data showing a median household income of $50,054 in 2011, this would mean living on rough-ly $25,000 or less per year – which is near the poverty line for a family of four, the report found.

Retirement saving on the backburner: Half of middle-class Americans report that their most pressing financial concern is paying their monthly bills, up from 37% a year ago. Saving for retirement is second on the list.

Respondents also said that home remodeling and vacation planning have taken precedence over saving for retirement over the past 12 months. RELATED: COUNTDOWN TO RETIREMENT: 10 YEARS TO GO As a result, there’s a huge disparity between what people need and what they have saved. While respondents said they will need a median of $300,000 in total savings to sup-port themselves in retirement, the average amount saved is only $25,000. Overall, 53% of Americans say they don’t know whether they will have enough saved for retirement—up from 42% last year.

Despite falling short of expectations, half of respondents said they consider themselves responsible for funding their own retirement through saving and investing. Another 27% said they will fund their retirement through their employer’s plan, while 24% said they will mainly rely on Social Security benefits. RELATED: HOW TO MAkE YOUR RETIREMENT SAvINGS LAST Aside from putting daily bills and current financial needs ahead of retirement saving, many Americans aren’t in the position to adequately fund their own retirement because they have no idea how much to save. Only 22% say they have calculated the amount of money needed for retirement – whereas 75% of respondents said they guess. (Find out how much you will need for retirement).

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For more information Contact

Al Schuettpelz, President, at: al@maplevalleymutual.com | 800-23MAPLE | www.maplevalleymutual.com

Writing Territory

Northeastern Wisconsin

MAPLE VALLEY MUTUAL Insurance Company

“The Promise You Can Trust”

32 FEBRUARY 13

ATTENTION CICs!excitingupdateoptions.

CIC Graduate Ruble Seminar

February 12 & 13, 2013 | Radisson – Green Bay, WIJuly 18 & 19, 2013 | Hilton Garden Inn – Milwaukee, WI

October 3 & 4, 2013 | Marriott Madison West – Middleton, WI16 WI CE (4 are optional Ethics)

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

4 Credit CE Day: $65 PIA Member / $90 Non Member

8 Credit CE Day: $145 (includes lunch)

2013 Ethics & Hot TopicsAnyone Can Attend! All Approved for the Utica Premium Discount!

FEBRUARY 14 Radisson – Green Bay 8:00 – 4:15 p.m. Things I Wish I knew 40 Years Ago: Personal & Commercial Lines, E&O Prevention, Ethics

(John Dismukes) 8 WI CE, 3 of 8 Ethics - Course #s 67952 & 67953

MARCH 21 Hilton Garden Inn – Milwaukee 8:00 – 11:45 a.m. Legal & Ethical Responsibilites

(Patrick Deem) 4 WI Ethics CE - Course #64288

APRIL 30 Cranberry Country Lodge – Tomah 8:00 – 4:15 p.m. Things I Wish I knew 40 Years Ago: Personal & Commercial Lines, E&O Prevention, Ethics

(John Dismukes) 8 WI CE, 3 of 8 Ethics - Course #s 67952 & 67953

NOvEMBER 12 Radisson – Green Bay 8:00 – 4:15 p.m. Insuring Toys, Certificates of Insurance Additional Insureds, Workers Compensation

(John Dismukes) 8 WI CE – Course # Coming

DECEMBER 10 Hilton Garden Inn – Milwaukee 1:00 – 4:45 p.m. Ethics & Legal Considerations

(John Dismukes) 4 WI Ethics CE – Course #61059

For more information & registration options please visit www.piaw.org or call 1-800-261-7429

John Dismukes CiC, CPCU, aai, aiS

The full days, also known as William T. Hold

Seminars, are an approved CISR update option.

No dues required.

Patrick Deem, CiC

FEBRUARY 13 33

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AIA Tired PC BACK 11_9_11:AIA 02.10.10 PC BACK 11/16/11 1:35 PM Page 1

Feb 27 • BrookfieldFeb 28 • Madison

8 WI CE Credits Course #66250

Course InstruCtor Patti Gardner

CIC, CRM, CPCu ACuITY

•Fundamentals of Commercial Property Insurance

• BuildingandPersonalPropertyCoverageForm

• CausesofLossForms

• Basics of Time Element Insurance

• BasicsofCommercialInlandMarineInsurance

CLASS SCHEDULEInstruction 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.

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

$145 Per Course

Register at www.piaw.org

or call 800-261-7429

certified insurAnce service representAtive

Open to Anyone!

34 FEBRUARY 13

Most agencies cringe at the thought of bringing a new CSR onboard. Will she get along with everybody? Who will train her? Will her work be accurate and reliable? How fast will she learn our agency management system, rating programs, and carriers? Will she connect with our customers? While this conventional thinking puts the burden of success on the new employee, it’s the employer who is primarily responsible for ensuring that the qualified new hire is a winner.

1. Before the CSR’s first day, let everyone know a little personal information about her and why she was chosen to be part of your agency team.

2. Have her workstation clean and organized with equipment to be up and running on the first day. Remove all things that she won’t need for the job or was the personal property of the former employee. Having business cards and a name plate ready is a nice touch.

3. Plan the reception that your new employee receives from the minute that she walks in on her first day. This includes being greeted warmly by all employees and scheduling a break time to mix and mingle.

4. Assign an office buddy. Match your new CSR with a coworker from another department who will make introductions and familiarize her with general office information. This assures a cross-departmental welcome which is often overlooked.

5. Agency owners should spend some time to welcome the new hire and impart firsthand the vision and values of the agency.

6. Have a 90-day structured orientation and training program in place to coincide with the 90-day probationary period. Within that time both the manager (or assigned training coordinator) and new employee will have enough interaction to determine if the employment is working as it should.

7. Expose the new hire to as much as the agency operation as possible through shadow training. Have the CSR spend several hours or more with coworkers in various departments and positions to get a feel for job responsibilities and the flow of the agency.

8. Utilize as many coworkers as possible for technical, product, and technology training. This not only spreads the work around, it helps build relationships.

9. Ask your carriers for assistance in training. Marketing reps love to do this to gain loyalty and get business.

10. The manager or training coordinator should provide weekly feedback and monthly updates to both the employee and the owner. This keeps the training and education process on track and opens communication for adjustments in the training schedule. A highly-monitored program helps avoid surprises and if things don’t work out, the situation can be handled within the 90-day trial period.

Think of your new employee as a guest. Be welcoming, helpful, have the place in good order, and educate them on the house rules. With an effective 90-day orientation, your new CSR will be a guest you want to have around a long time. Emily Huling, CIC, CMC helps the insurance industry create top-performing sales and customer service organizations. She is the author of Selling from the Inside, Great Service Sells, and Kick Your “But.” For information on her programs and products call 888-309-8802 or visit www.sellingstrategies.com <http://www.sellingstrategies.com/> .

Support

10tips to

by Emily Huling, CIC, CMCNew CSR Success

Selective has been a trusted provider of insurance solutions since 1926.

Working with our elite group of agents, we focus on providing the businessand personal insurance solutions that best meet our customers’ needs.

Get to know us today.

©2012 Selective Ins. Group, Inc. (Branchville, NJ). “Selective” insurers include Selective Ins. Co. of America, Selective Ins. Co. of New England, Selective Ins. Co. ofN.Y., Selective Ins. Co. of South Carolina, Selective Ins. Co. of the Southeast, Selective Way Ins. Co. and Selective Auto Ins. Co. of N.J. Insurers and productsavailable vary by jurisdiction. SI-12-077

West & Central WIJames.Wasserburger@selective.com

Metro MilwaukeeBonnie.Weiss@selective.com

Green Bay/Fox ValleyRobert.Reinke@selective.com

FEBRUARY 13 35

For over 100 years, Austin has been constantly

creating solutions and services to meet the

ever-changing needs of policyholders.

1-800-328-4628 | www.austinmutual.com

Create moments that matter...

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Websites | Social Media | Blogs | and More!

And guessing can be dangerous. While respondents estimated that the median cost of their out-of-pocket healthcare in retire-ment will be $47,000, for example, industry estimates put those costs closer to $260,000 or more, according to the report.

“People tell us that retirement preparation should be on their shoulders but they are grappling with financial pressures each day,” said Laurie Nordquist, director of Wells Fargo Institutional Retirement and Trust. “As a result, retirement has become a guessing game.”

Ogilvie Security Advisors Corp., 71 S. Wacker, Ste. 3025, Chicago, IL 60606, had its insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

West Bend Mutual Ins. Co., 1900 S. 18th Ave., West Bend, WI 53095, was ordered to pay a forfeiture of $3,000.00, was ordered to cease and desist issuing nonrenewal notices that fail to state with reasonable precision the facts on which the nonrenewal was based, and was ordered to cease and desist violating previ-ous OCI orders. These actions were taken based on allegations of issuing improper mid-term cancellations or nonrenewals of insurance policies.

Guessing Game[continued from page 30]

OCI Administrative Actions [continued from page 10]

AllegAtions And Actions AgAinst compAnies

36 FEBRUARY 13

by Kathy Mulder, Nolan Insurance Agency LLC Director PIA Wisconsin

AUTOMATIONc rner

I wILL wORk fOR YOUin spite of

Your Social MediaII am 52 years old – I have 2 friends on Facebook and our agency is supposed to have a social media presence. I know as much about Search Engine Optimization as I know about my car’s engine. C’Mon Man!

My son has asked me when I was going to get with the times and apparently he was not talking about the New York Times. I am an insurance agent trying to be a social media guru.

Six years ago when I was on the PIA Automation Committee we were changing the face of insurance by going paperless. I don’t think Al Gore had even invented the internet yet.

Not only do I worry about our agency presence in the social media game but I question why my picture has to float around the internet with no way to recall it and how can my picture be tagged without my approval?

This year I became the Board Liaison for the PIA Automation Committee and agencies ask me the question – “What is the minimum that I can do on web to be noticed”? I hear terminology that might as well be Greek to me and in the next thought I am thinking OMG – BTW – LOL – I think I may have joined just in time. I am fortunate to have a daughter in law that dragged me, kicking and screaming toward modern methods of communications.

Does your agency have a Facebook page? Are you on LinkedIn? Do you tweet? Why does it matter if you have a social media presence, agency principals, including myself are getting older, our customers are much younger and we need to have another avenue for your customers to reach you? The times they are a changing!

Has anyone in your agency responded to a personal Facebook post and written an account because of it? Probably. I am determined to take my old people blinders off and push forward into the social media world.

Would you be interested in a workshop which will walk you through the steps to be on Facebook, LinkedIn and Twitter?

If you want to set up your Agency’s Facebook page, LinkedIn account, and Twitter account the PIAW will be hosting just the workshop for you!

When - March 27, 2013 – 10:00 a.m. to 3:30 p.m.

Where – SECURA Insurance Company – Appleton

Who – Seth Pfaehler – Project42 Design - Mediator

Look for the registration on page 29 of this month’s magazine, or better yet log onto www.piaw.org, click hot topics, and scroll down to find the registration form on the website.

The morning session will walk you through setting up your social media accounts, then in the afternoon, watch out – you best be ready to go – learn tips on when to post, what to post, why in the world do you want to tweet, will a LinkedIn account help you or hurt you. Really do you need a YouTube channel?

Did you know if you post on Facebook you can also automatically tweet? I almost sound like I know what I am talking about. Even though our agency has a website and a Facebook page, I am learning so much by being a part of the PIA Automation Committee.

Join the PIAW at the Social Media workshop and let’s burn those old people blinders together. I welcome any comments or questions – Kathy Mulder – kmulder@nolanins.com

FEBRUARY 13 37

20935 Swenson DriveWaukesha, WI 53186www.partnersmutual.com an affiliate of Penn National Insurance

M U T U A L I N S U R A N C E

the agent is our customer

For information about becoming a Partners Mutual Insurance agent, please contact our marketing department at

Schumann.Lyn@PartnersMutual.com

Where Better Service Matters Since 1931

►We strive to provide one-stop shopping to our agents by meeting both their Personal and Commercial Lines insurance needs.

►All our initiatives are focused on making it easy to do business with us, with the goal of helping our agents grow their revenues.

►Wefirmlybelievethattheindependentagentmodel is the best distribution channel for our products both today and in the future.

Client: Rockford Mutual InsuranceJob#: 228585 • Product ID: --- • Flat Size: 3.625” x 5”Colors: Black • Modified By: PMHFile Location: PrepressMAIN:Active:R:Rockford Mutual Insurance Company_RMIC:RMIC-Ads:RMIC-Ad_3-625x5_WI Professional:WIP:RMIC-Ad_3-625x5_WI ProfessionalComments:

Rely on RMIC

When the unexpected happens...When the unexpected happens...

Contact our Marketing Department at 815-489-3158Rockford Mutual Insurance CompanyP.O. Box 5626 • Rockford, IL 61125

www.rockfordmutual.com

ROCKFORDMUTUAL I N S U R A N C E C O M P A N Y Putting Lives Back Together

Since 1896

SMAUTOMATION

38 FEBRUARY 13

Com

ing

Eve

nts

Com

ing

Eve

nts

10, 11 CISR COMMERCIAL CASUALTY #2 Brookfield, Green Bay (8 WI CE)

April

20

13

1 YPC BREWER GAME Milwaukee

1 CPIA Green Bay (7 WI CE)

1-3 CIC LIFE & HEALTH Green Bay (20 WI CE)

14, 15, 16 NATIONAL HEALTH CARE REFORM Rothschild, Green Bay, Brookfield (4 WI CE)

May

20

13

12-13 CIC/RUBLE Green Bay (16 WI CE 4 of 16 optional Ethics)

14 WILLIAM T. HOLD Green Bay (8 WI CE–3 are Ethics)

27, 28 CISR COMMERCIAL PROPERTY Brookfield, Madison (8 WI CE)

Febr

uary

20

13

17 CISR LIFE & HEALTH Milwaukee (8 WI CE)

18-19 RUBLE Milwaukee (20 WI CE)

31 64th ANNUAL CONVENtION WI Dells

July

20

13

13, 14 CISR PERSONAL LINES Fond Du Lac, Rothschild (8 WI CE)

20-22 CIC COMMERCIAL PROPERTY Milwaukee (20 WI CE)

21 ETHICS Milwaukee (4 WI Ethics CE)

27 SOCIAL MEDIA SEMINAR Appleton

Mar

ch

2013

1-2 64th ANNUAL CONVENtION WI Dells

Augu

st

2013

12-14 CIC AGENCY MANAGEMENT Milwaukee (20 WI CE–4 are Ethics)

19, 20, 21 CISR AGENCY OPERATIONS Brookfield, Green Bay, Madison (8 WI CE)June

20

13

OFFICERS DIRECTORS STAFFMs. Tracy A. Oestreich, CIC, AU, CPIA PresidentAnderson Ins. Associates, Inc.W177N9856 Rivercrest Dr., Ste. 215Germantown, WI 53022Phone 262-789-8500Fax 262-754-6038tracyo@iaanetwork.com

Mr. Jeff J. Glass, Vice PresidentA.F. Glass Insurance AgencyPO Box 1149 Lake Geneva, WI 53147Phone 262-248-5555Fax 262-248-5544jglass@glassinsurancecenter.com

Ms. LouAnn Herriges, CIC, CISR TreasurerJohannesen-Farrar Inc.PO Box 347 Delavan, WI 53115Phone 262-728-2631Fax 262-728-2312louannh@jfinsurance.com

Mr. Rick Clements, LUTCF, MDRT SecretaryClements Ins. Agency, Inc.317 N. 6th St.Wausau, WI 54402Phone 715-842-1664Fax 715-848-3337rick@clementsagency.com

Dennis Kuhnke, CIC, CPIAPIAW National DirectorJack C. Loyda & Associates, Ltd. 4414 N. Oakland Ave. Shorewood, WI 53211 Phone 414-332-5150 Fax 414-332-7267dkuhnke@loyda.com

Mr. John W. Klinzing, CIC Affiliated Ins. Agencies of WI, LLC3830 Atwood Ave.Madison, WI 53714Phone 608-310-3924Fax 608-441-8787johnk@affiliatedllc.com

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

Ms. Kathy M. Mulder Nolan Insurance Agency LLC PO Box 238 Brandon, WI 53919 Phone 920-346-2241 Fax 920-346-5600 kmulder@nolanins.com

Mr. Trey Neher, CIC, CISRTHZ Insurance Group 420 E. Northland Ave.Appleton, WI 54911Phone 920-730-0123Fax 920-833-6870tneher@thzins.com

Mr. Steve RodgersPremier Insurance Services400 E. Cedar StPulaski, WI 54162-8828Phone 920-822-3695Fax 920-822-1177srodgers@premiercommunity.com

Mr. Dennis Rupers, CIC, CISRDon Rick, Inc.PO Box 465Portage, WI 53901Phone 608-742-5548Fax 608-742-5540dennis@don-rick.com

Ms. Kori SagenSagen & Associates1002 1st Center AvenueBrodhead, WI 53520Phone 608-897-9100Fax 866-803-5135kori@sageninsurance.com

PIA of Wisconsin, Inc.6401 Odana RoadMadison WI 53719Phone: 608-274-8188 Toll Free: 800-261-7429Fax: 608-274-8195Toll Free Fax: 866-203-7461www.piaw.org

Ronald Von Haden, CICExecutive Vice Presidentrvonhaden@piaw.org

Mandy BehrensAdministrative Assistantmbehrens@piaw.org

Darcy BrownMember Benefits Coordinatordbrown@piaw.org

Heather Falk, CISRBookkeepinghfalk@piaw.org

Becca PrestbrotenSpecial Project Coordinatorbprestbroten@piaw.org

Brenda SteinbachEducation & Convention Directorbsteinbach@piaw.org

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC.

When something bad happens, it may not be a disaster. But no matter what it is, your customers always deserve fast and fair service from their insurance company.

West Bend provides a Silver Lining, no matter what the claim may be. If your customer’s beloved pet is injured in an accident, having coverage for veterinarian expenses is important. So that’s just what we do with our Home and Highway® policy.

Some things can never be replaced. But if something bad does happen, West Bend makes sure your customers experience the Silver Lining. Because the worst brings out our best.®

Silver Lining.®Your customers deserve a

Professional Insurance Agents of Wisconsin, Inc.6401OdanaRoad•Madison,WI53719

(608)274-8188•(800)261-PIAW•FAX(608)274-8195•TOLLFREEFAX:(866)203-7461www.piaw.org

MEMBERSHIP APPLICATIONAgency Name ______________________________________________________________________________________________________________

Street Address ______________________________________________ PO Box ______________________________________________________

City, State, Zip ______________________________________________ County ______________________________________________________

Phone ______________________________________________________ FAX_________________________________________________________

E-mail Address ______________________________________________ Website Address _____________________________________________

Primary Contact Information:The Primary Contact will receive a copy of the Wisconsin Professional Agent magazine and all mailings from PIA State and National. The Primary Contact will have voting privileges at both PIA State and National.

Name & Designation DOB Gender Employment Status Part-time Magazine Nat’l Voting Privilege

o Male o Licensed Owner o

INCL INCL o Female o Licensed Producer

Agency Information:

Agency Type:o Sole Owner o Partnership o Corporation Other Association affiliated with ____________________________

Top 3 P&C Companies (list in order) 1) _________________________ 2) _________________________ 3) ___________________________

Which Agency Management System are you using____________________

E&O Carrier ______________________________________Exp. Date _____________ Annual P&C Prem. Vol._____________________________

Calculate Membership Amount Due:Part-time employees count as one-half. If count ends in half, drop half.

# Owners_________+ # Producers_________+ # Licensed staff_________+ # Unlicensed staff_________= Total Agency Size ______________

Total Amount from Dues Schedule $ ______________DUES SCHEDULE

Total Agency Size $Amount Total Agency Size $ Amount 1 335 16 890 2 375 17 930 3 415 18 965 4 450 19 1005 5 490 20 1030 6 525 21 1070 7 570 22 1105 8 605 23 1145 9 640 24 1180 10 675 25 1220 11 710 26 1255 12 750 27 1295 13 780 28 1330 14 815 29 1370 15 855 30 & Over 1400I certify that the information on this application is true and correct.

Signed ______________________________ Dated ______________________

Send: o Check o MC o VISA o DIS o AMEX

Card No. ________________________________________________________

Exp. Date ________________________________________________________

Name as it appears on card: _________________________________________________

Billing address if different from above:

__________________________________________________________________

__________________________________________________________________

Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provi-sions of the Internal Revenue Code as a business expense.

6401 Odana RoadMadison, WI 53719

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