August 2018 e-Insight

THE FUTURE IS UNPREDICTABLE. OUR SERVICE NEVER IS. At Grinnell Mutual, we’ll be there for your customers when misfortune strikes.

They put their trust in you. You can place yours in us.

Trust in Tomorrow.® Talk to us today.

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grinnellmutual.com “Trust in Tomorrow.” and “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2018.

Editor & Advertising - Deann French | Graphic Design - Rachel Romines

the journal of trusted choice independent insurance agents of illinois

August 2018

CONTENTS 10

Eight Questions that Keep Prospects Talking

By John Graham

Avoid Sales Gimmicks - Follow the Tried-and-True Path to Sales Success

By John Chapin

24

18

9 Trusted Choice

CONVO 2018 - Where Connections are Made Agency of the Future

By Matt Banaszynski

24

17 e-Insight In This Issue

7 26 27 34

29 30 31 33

Associate News IIA of Illinois News Classifieds

22

Want to Sell More? Then Know More

By Sam Richter

Regular Features President’s Message

14

Staff Profile Education People in the News Industry News

INSIGHT

Insight is the official publication of the Independent Insurance Agents

of Illinois (IIA of Illinois). The magazine is published monthly for the

members of the IIA of Illinois, with the office located at 4360 Wabash Avenue, Springfield, Illinois 62711-7009; Consumer Website: www.ChooseIndependent.com. The IIA of Illinois welcomes letters discussing concerns of the insurance industry, articles, editorials, other matters of interest to the membership. The editor reserves the right to edit and select submissions for publication. Address submissions for review to dfrench@iiaofil.org.

2009 • 2010 • 2011 • 2012 2013 • 2014 • 2015 • 2016 • 2017

info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744 The Independent Insurance Agents of Illinois (IIA of IL) has been providing members with a sustainable competitive advantage since 1899.

ADVERTISERS

Board of Directors Executive Committee

Chairman of the Board | Rick Sutton (309) 692-8544 | ricks@was-irp.com

32

ABRC

President | Ryan Hite (309) 688-7316 | ryan.hite@eaglerockins.com

35

AMTRUST

President-Elect | Patrick Muldowney (312) 595-7192 | patrick.muldowney@alliant.com

36

APPLIED UNDERWRITERS

Vice President | Bill Wirth (618) 939-6368 | billw@wirthagency.com

32

BERKSHIRE HATHAWAY GUARD INS. GROUP

Secretary/Treasurer | Bennie Jones (312) 960-6200 | bjones@rmsoa.com

6

IIABA State National Director Gregory A. Sandrock, CIC, AFIS (815) 438-3923 | sanins@essex1.com

16

Regional Directors

12

IPMG

Region 1 | Lisa Lukens (618) 942-2556 | salibainsurance@gmail.com

5

IPRF

Region 2 | Joeseph Heneghan (618) 639-2244 | joe.heneghan@hwcrins.com

8

KEYSTONE INSURERS GROUP

2

EBRM ENVISION GRINNELL MUTUAL

Region 3 | Jay Peterson, AFIS, LUTCF (217) 935-6605 | jay@peterson.insurance

28

SOCIETY

Region 4 | Michael Gonet (815) 339-2411 | mike_gonet@hotmail.com

28

THE IMT GROUP

Region 5 | Patrick Taphorn, CIC, CSRM (309) 347-2177 | ptaphorn@unland.com

31

TRANSCOM GENERAL

Region 6 | Rob Messer (815) 459-3300 | rmesser@marketfinancialgrp.com

33

WA SCHICKEDANZ/INTERSTATE RISK PLACEMENT

Region 7 | Michael-Charles Hilson (708) 333-3378 | mhilson@gbgins.com

13

WEST BEND MUTUAL

Region 8 | Corbin Adams (312) 938-0900 | corbin@irsichicago.com Region 9 | Ed Boltz, JD (630) 443-7300 | eboltz@crumhalsted.com Region 10 | Kevin Lesch (630) 830-3232 | klesch@arachasgroup.com At-Large Director | George Daly (708) 845-3311 | george.daly@thehortongroup.com At-Large Director | Ken Samson, CIC (847) 291-0660 | kens@dascoins.com

Committee Chairs Agency/Company Relations | Open Budget & Finance | Bennie Jones (312) 960-6200 | bjones@rmsoa.com Education | Lindsey Polzin, CIC (630) 655-9112 | lindseyp@winesergi.com Government Relations | William Lawrence, CIC (309) 827-0007 | blawrence@plrinsurance.com Planning & Coordination | Cindy K. Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com Trusted Choice | Keith Verisario (847) 699-4040 | kmv@allsecurity.com Young Agents | Allyson Padilla (618) 393-2195 | allyson@blanksinsurance.com InsurPAC | Thomas J. Walsh, CPCU, CIC, AAI, CRPC (630) 737-0300 | tjw@twgroupinc.com IIAPAC | George Daly (708) 845-3311 | george.daly@thehortongroup.com

IIA of Illinois Staff Education Director, CRM Manager Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org Vice President of Communications Deann French - (217) 321-3022 - dfrench@iiaofil.org Products & Services Administrator Melissa Hilgendorf, CIC, CISR - (217) 321-3012 - mhilgendorf.indep12@insuremail.net Accounting & Admin Services, Tradeshow Admin Tami Hubbell - (217) 321-3016 - thubbell@iiaofil.org Director of Human Resources/Board Admin Jennifer Jacobs - (217) 321-3013 - jjacobs@iiaofil.org Sr. Vice President/Chief Financial Officer Mark Kuchar - (217) 321-3015 - mkuchar@iiaofil.org Chief Executive Officer Phil Lackman - (217) 321-3005 - plackman@iiaofil.org

Central/Southern Marketing Representative Lori Mahorney - (217) 415-7550 - lmahorney@iiaofil.org Vice President, Agents Insurance Services Brian McSherry, CIC - (217) 321-3018 - bmcsherry@iiaofil.org Office Administrator Kristi Osmond - (217) 321-3007 - kosmond@iiaofil.org Digital Communications/Web Administrator Rachel Romines - (217) 321-3024 - rromines@iiaofil.org Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.org Communications Assistant Tyler Scott - (217) 321-3023 - tscott@iiaofil.org Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net Sr. Products & Services Administrator Carol Wilson, CPIA - (217) 321-3011 - cwilson.indep12@insuremail.net

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PRESIDENT'S MESSAGE

Ryan Hite - IIA of Illinois President - (309) 688-7316 - ryan.hite@eaglerockins.com

Back to the Future!

August is here and my year as President is starting to wind down. We’ve made a lot of progress and had a few challenges along the way. This issue is focused on what’s happening at CONVO 2018 (our annual convention) and after we tested some new things last year I believe we are better positioned than ever to provide you with valuable content and networking that more than justifies your time and expense out of the office to attend.

First, GOLF IS BACK. This year our largest annual event to raise money and awareness for St. Jude Children’s Research Hospital will be a golf outing, following on the huge success of the CHALLENGE! Culinary Battle we hosted at CONVO last year. The money raised at CHALLENGE!, combined with several other events such as the IIA Day of Giving, enabled us to deliver a $50,000 check to St. Jude during their annual telethon! I cannot tell you how many thank you’s we received but it is always emotionally overwhelming to know what we’re able to do for families with those funds and also how much money is needed. The average cost PER CHILD is $425,000 for their treatment including housing and food- and not one family is ever given a bill. The cost to run the entire St. Jude Children’s Research Hospital is $2.4 million per day.

Another note I want to share is the Executive Committee of the Board of Directors met last month for the purpose of setting our vision and strategic goals over the next few years and we continued our discussions regarding the future of our industry and association. We have room to grow on many issues, but we made great strides in our conversation and ways in which we can be more responsive to the changes we all face in technology, mergers and acquisitions, demographics, and getting youth involved in our agencies and ownership. It was well worth two days of meetings. I’m extremely eager and proud for everyone to meet and get to know our incoming President, Patrick Muldowney.

Completely grateful,

So, while we are getting back to our roots at CONVO by going back to the Crowne Plaza, golf, and a solid block of Continuing Education, we also will have two major announcements regarding the future of our association going in a positive direction and I’m excited to be a part of it!

Contact EBRM Today at (800) 982-EBRM (3276)

or online at www.ebrm.com august 2018

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7

Independence can’t happen alone Independence means freedom, but it also means responsibility. It is about staying true to the commitments you’ve made - to your clients, your colleagues, and your community.

Keystone connects you to a community of like-minded independent agencies. Our mission remains unchanged: to provide access to the expertise, resources, and relationships that sustain independent insurance agencies over the long haul.

Keystone. Independence works better together.

©2016 Keystone Insurers Group ®. All rights reserved. This does not constitute an offer to sell a franchise in any state in which the Keystone Insurers Group franchise is not registered.

Contact Neal Williams for more information: 570.473.2850 nwilliams@keystoneinsgrp.com keystoneinsgrp.com

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Go to https://solutions.trustedchoice.com/advantage-profile/ for details. august 2018

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9

Salespeople Learn When They’re Listening

Eight Questions That Keep Prospects Talking

By John Graham

When asked why salespeople don’t close moe sales, a company president answered instantly, “They don’t ask enough questions.” He went on to add, “They’re so focused on getting prospects to buy they don’t engage them. That takes asking lots of questions.”

He’s on to something important. We’re in such a hurry to get across what we want to say to our prospects that we ignore what they want from us. As it turns out, today’s prospects won’t tolerate such insensitive behavior. They’re gone.

So, where does this leave salespeople? What are they to do if they can’t advance their agenda, how are they going to close sales? To put it bluntly, a salesperson’s agenda is irrelevant; it doesn’t count. It’s what the prospect cares about that demands our attention.

The purpose of meeting with prospects is to recognize and understand what’s going on with them. That takes getting them talking about what they know best: themselves. They don’t get many chances to do this. Others are too busy with their own lives to listen. This gives salespeople the unique opportunity to stop talking, start asking questions and listening.

There’s irony in asking questions, in encouraging prospects to talk about themselves. When they do, they want to reciprocate, to say thank you, and to pay us back. And they do it by listening intently.

Since salespeople learn when they’re listening, here are eight questions that get prospects talking.

1. “I’m curious. Why did you agree to meet with me today?”

Everyone in sales knows that just because they ask for a meeting doesn’t mean a prospect will says yes. More often than not, they get turned down. When someone says yes, inquisitive salespeople don’t stop there. They wonder why.

They want to know what’s going on and why prospects are interested. The more they know from the start, the better.

2. “What is it you would like to have happen as a result of this meeting?”

The purpose of asking questions is gathering information.

This will help you keep an open mind so you can avoid making mistakes. By filling in the picture, you will stay on track as you plan your next moves.

3. “What are the specific issues you want to address?”

One mistake salespeople can make is to gloss over or even avoid significant issues. They don’t want to turn off prospects. What they don’t realize is that digging down lets a prospect know they’re serious. Follow up questions carry it another step further: How satisfied are you with your analysis? How would you feel, if someone challenged it?

Prospects are focused when they’re talking, but they get distracted when someone else is speaking. Don’t fall into the trap of wanting to get your message across; the urge to tell your story kills sales. The job is creating conditions so your prospects can get their story across to you.

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4. “As you see it, what hurdles must be overcome?”

It’s always a good idea to come at issues from various angles. It’s a good way to find out the lay of the land, to better understand what’s going on, and to identify others who may be involved. In other words, the answer to this question can give you a more complete picture of what is involved.

5. “If my company offered exactly what you’re looking for, how would you describe it?”

This is a pivotal question because it offers insight into what important to a prospect, something that’s not as obvious as it may seem. It’s a serious mistake to assume you’re getting the message correctly. Far too frequently, words don’t have the same meaning to people. This question serves as a check to be sure you and your prospect are on the same page.

6. “How satisfied are you at this point in your decision-making process?”

By asking where prospects are in making a decision, it’s easy to put them on the defensive so they’re less than candid. Instead, this question is designed to help expand the conversation, to let them know you’re interested, but not nosey. If they’re just getting started, you can follow up by asking about their expectations. If they’re further along, you can ask how about possible concerns.

7. “Because those in your position are cost conscious, what’s your thinking as to what the right solution should cost?”

This question avoids the old and tired “What’s your budget?” question, which usually results in a useless and vague answer. A follow up question might go like this, “Can you tell me how you arrived at that figure?”

8. “It would be helpful if you would tell me what you feel about our meeting today.”

You want to know if the meeting was helpful. Did it meet the person’s expectations? And, finally, ask, “Can we talk about what should happen next?” This is the action step that establishes the agenda for the next meeting.

Unless salespeople drive the conversation with strategic questions, meeting with prospects often results in too much talking and not enough listening. This leads to prospects who are less than satisfied and salespeople who are unable to move forward with confidence.

John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com.

To put it bluntly, a salesperson’s agenda is irrelevant; it doesn’t count.

It’s what the prospect CARES ABOUT that demands our attention.

august 2018

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Avoid Sales Gimmicks

Follow the Tried-and-True Path to

Sales Success

By John Chapin

Over the past week I’ve been inundated with e-mails for webinars, classes, and courses telling me that sales and business building is easy. They claim that you don’t have to work hard, just listen to the webinar and you’ll get the magic bullet to working a fraction of the hours you’re currently working while closing 90% of the people you talk to. Oh, and don’t worry about the fear and discomfort that usually stop you, with their secret formula those will magically disappear. It will be all sunshine and rainbows.

Thought #1: Tom Brady still puts in about 84 hours a week, seven months of the year.

Unfortunately people still fall for schemes like these.

Why? In the sales world what stops people is the pain and discomfort associated with contacting strangers about your product or service. As a result, the creative brain latches on to anything that will help you avoid this pain. We also want what we want now, instant gratification, so if I can get there now, why put in the years of work necessary for true sales and business success?

“Rudy” Ruettiger said, “People aren’t afraid of hard work, they’re afraid of the hard work not paying off.” You will be successful if you do the work on yourself and on your business. The hard work will pay off, but probably not tomorrow, next week, next month, maybe not even next year, or in five years, but if you hang in long enough, you’ll win. The only way you fail is if you quit before you succeed.

There’s one true path to success in sales and business, and pretty much anything else for that matter, and it starts with paying your dues. It’s putting in the time, effort, and energy necessary to learn your trade, and then it’s going out and getting beat up… a lot. As Malcolm Gladwell put it, “It takes 10,000 hours of deliberate practice to become world-class in any field.” The reality is: if you don’t have enough prospects in your pipeline, you’re going to have to figure out how to get some there and the simplest way is going to be the hard work of either picking up the phone or knocking on doors and introducing yourself to strangers. Referrals are great, marketing is fantastic, centers of influence are awesome and yet, the reality is, very few salespeople or businesses, especially those just starting out, can rely on those sources to bring in the number of prospects necessary for sales and business success. That said, if you still think there’s a way to cheat the system, here are some thoughts to consider…

Thought #2: The best take few days off.

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Yes, one of the oldest players in professional football, with five Super Bowl rings, still puts in 84 hours a week during the pre-season, regular season, and post season. Lebron James once said that if you show up only an hour early for practice, you simply aren’t serious. Michael Phelps was doing two to three times the average swimmers workout putting in eight hours a day in the pool.

I once heard Jack Nicklaus tell a story related to this. When he was 18 he was playing a round of golf in the pouring rain. He was the only one on the course. When he came off the eighteen green, he noticed someone hitting balls on the practice range. He walked into the clubhouse and asked the man behind the counter who the guy on the practice range was… Arnold Palmer. And the rest, as they say, is history.

While you need to rest and take breaks, the best of the best don’t take a lot of time off. That’s probably because they love what they do, or at least the results, so to them it isn’t work. Think about something you absolutely love to do. A sport, a hobby, or watching the latest movies. Whatever it is, you probably put tons of time into it and time flies when you’re doing it. It’s not work, it’s fun. And you’d probably do it every day if you could. If you don’t love what you do, what can you fall in love with about it? The future it provides for you and your loved ones? The professional and personal development? Giving you the means to live up to your obligations?

august 2018

Thought #3: The 10x Rule

In his best-selling book The 10X Rule, Grant Cardone says that most endeavors in life take about 10 times as much time, effort, and energy than you initially think they will take. If you think it will take 100 calls to achieve your goal, it will probably take more like 1,000. With that in mind, if you think it will take 100, prepare to make 1,000. If 1,000, prepare for 10,000. If it ends up taking less than that, great, but either way, you want to go above and beyond and put in more effort, not just the minimum. The more you do, the more you can do. It’s how the rich get richer and the best get better. You prepare to run a 26.2 mile marathon by running thousands of miles. If you expect to lift 50 pounds, prepare for 100, or 150, or more.

Thought #4: The way to Heaven is through hell.

While that may sound harsh on the surface, the hell you go through, the pain and discomfort of mental and physical transformation, and the person you ultimately become, will be well worth it. The person that survived the gauntlet of growth will carry you the rest of your life. That person will be able to handle any challenge, overcome any obstacle, and endure any hardship. It’s not the goal, it’s the person you must become to achieve it. It is true that what doesn’t kill us makes us stronger, and it also makes you wiser, better, and more resilient and determined. Why are 80% of lottery winners financially worse off two years after they win the lottery? Because they got the prize without any work. They didn’t become more of a person to get the money. They didn’t change or grow.

As Les Brown said, “Once you begin to discover who you are then you really realize how you have been given authority over your life. But you can only do that through the struggle of life… Most people go through life avoiding pain. When you’re working on a dream, at some point in time a transition takes place… you start challenging yourself to dig deeper. Something in you that you never activated, is lying dormant in there. Don’t try taking short cuts, do what you know is right.”

If you want mediocre, you can skate by half-assing it and you might be “okay.” On the other hand, if you want significance, and you want to make a contribution to the people in your life and the world, stop looking for the shortcut, the free lunch, and work for it. Take the proven path. Working smart is one thing, working to cheat the system, to avoid the hard work necessary for personal and business growth and success is quite another.

John Chapin is a sales and motivational speaker and trainer with over 26 years of sales experience. He is the author of the 2010 sales book of the year: Sales Encyclopedia. He can be reached at johnchapin@completeselling.com.

e INSIGHT -

online journal at www.iiaofil.org/Resources/Insight

AU GU ST 20

18

INSIGH T Where

CONN E

CTION

S

• Every Are Ma YES Be gins W de • Agen ith a Kn c y o f th ow e F u tu re • In d e p e G o lf O n d e n t A g e n t u ti n g

8 Steps to Start

Crushing Google Reviews

In this month’s e-Insight. august 2018

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October 2-4 Crowne Plaza Springfield, IL

WHERE CONNECTIONS ARE MADE Independent Agent Golf Outing

to benefit St. Jude Children’s Research Hospital

Tuesday The Rail Golf Course - Sherman, IL 10 Miles North of Crowne Plaza, off I-55

10:00 AM – Registration 11:00 AM – Shotgun Start (Scramble Format) $175 – Per Golfer Sponsorship Opportunities Available Awards Reception at the Course Following Golf

Casino Night

hosted by Young Agents

Tuesday, October 2 8:00 - 11:00 pm

Poker - Roulette - Craps Blackjack - Music Proceeds to benefit Make-A-Wish

ILCONVENTION.COM Sam Richter

Matt Banaszynski

Every YES Begins With a Know

Agency of the Future: Why your Agency

Keynote Session Wednesday 10:00 am - Noon

Web Search Secrets to Know More, So You Can Win More

Closing Session Thursday 8:30 - 11:00 am

needs to move toward adopting an Omni-Channel Sale and Service Model

Tradeshow New Date & Time Wednesday 3:00 - 7:00 pm

CONNECT with the people

you want to be doing business with in Illinois.

150+ Exhibitors Limited Booths Still Available

REGISTER EARLY TO SAVE $$.

ILCONVENTION.COM

Schedule Tuesday, October 2 10:00 a.m. – 6:00 p.m.

Independent Agent Golf Outing (offsite-The Rail Golf Course) - benefiting St. Jude Children’s Research Hospital

Noon

CONVO Registration Desk Opens

1:00 – 4:00 p.m.

Education Sessions

5:00 – 6:00 p.m.

Welcome Reception – Happy Hour

6:00 – 8:00 p.m.

On Own for Dinner – Dutch Dine Around

6:00 – 8:00 p.m.

Past President’s Dinner – Private Event

8:00 – 11:00 p.m.

Casino Night hosted by the Young Agents - benefiting Make A Wish

Wednesday, October 3 7:00 a.m.

CONVO Registration Desk Opens

8:00 – 10:00 a.m.

Education Sessions

10:00 a.m. – Noon

Keynote Session – Sam Richter - Every YES Begins With a Know Web Search Secrets to Know More, So You Can Win More

Noon – 1:00 p.m.

Luncheon & Connection Break

1:00 – 4:00 p.m.

Education Sessions

3:00 – 7:00 p.m.

Tradeshow

7:00 – 11:00 p.m.

Evening Social Event – Connect for Fun

Thursday, October 4 8:00 – 8:30 a.m.

State of the Association Address (Includes Vote on By-laws Change & Installation of Officers

8:30 – 11:00 a.m.

Agency of the Future – Matt Banaszynski

11:00 – Noon

Partners Meeting

Enjoy a preview of CONVO Presentations by Matt Banaszynski and Sam Richter on pages 22 and 24, respectively.

Agency of the Fu

Why Your Agency Needs to Move Toward Adoptin

OMNI-CHANNEL SALE AND SE

The word “omni” very simply means, all or in all ways.

When you think of a channel, you think of the passage through which information flows. Therefore, omni-channel simply means integrating all channels through which information flows. It’s no secret that consumers want options, so when will your agency adopt an omni-channel sale and service model? The answer should fall somewhere between today and tomorrow.

Insurance carriers are moving aggressively to adopt and implement an omni-channel sale and service model dedicated to meeting the needs of the customer rather than focusing on the traditional product centric sales process.

This move could disrupt the traditional relationship between insurance carriers and agencies if we as an independent agency force don’t pivot quickly enough and follow suit.

Insurers believe that 31% of personal lines sales, 26% of life insurance sales, and 24% of small commercial sales will be concluded digitally from start to finish according to Accenture’s Distribution and Agency Management survey.

The traditional “single channel” method of purchasing directly from a single touch point has been replaced by the multi-channel model where consumers have numerous options available to them to learn about products and services and make purchases. Stores, websites, direct mail, email, apps, and social media all offer the consumer a variety of “channels” to research and make purchases using their digital devices or method of choice. Each channel in a multi-channel model focuses individually on the seller and their brand rather than taking a consumer centric approach.

Without an integrated focus, a technical and functional silo effect is created.

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The Omni-channel “consumer centric” model allows for the consumer to experience a brand by improving on the multi-channel method. This improved model allows communications to work seamlessly across all channels to educate and empower the consumer rather than selling an individual brand or product. The omni-channel ecosystem attempts to provide consumers with the same customer experience, product and results regardless of whether they interact with an insurer or agent in person, on a website, social media, etc. It integrates marketing, sales and service by creating a unified and calculated experience across all channels.

This model is not unique to the insurance industry and in fact the way the consumer shops for insurance is influenced heavily by the way they research and purchase other goods and services. This alone should inspire insurance agencies to be focused on re-positioning their business model to adapt and respond to the new customer buying journey.

According to Accenture, “More than half the respondents to our global Distribution and Agency Management Survey expect to have wholly digital sales processes within three years. Only one in four have this in place today.

Furthermore, 45 percent of respondents have implemented, or are designing, new agent remuneration scales to support the objectives of their omni-channel distribution models.”

Independent Agents should begin working to adopt a communications, sales and service strategy that works seamlessly across all channels. A key aspect is the alignment with strategic business partners, to deliver a customer experience dedicated to exceeding customer expectations by understanding their preferences. Uniting what agents do best today with the technology of tomorrow

DO WHAT AGENTS DO BEST - BUILD RELATIONSHIPS a august 2018

uture

ng an

ERVICE MODEL will offer customers a better end to end purchasing experience the independent agent is uniquely positioned to offer. To achieve this, agents should follow what I call the “road map” on their technology assisted path to prosperity.

The road map includes: • Understand consumer, industry, and technology trends to map your buyer’s and customer’s purchasing journey.

• Create an innovation-ready organization/culture.

• Deploy an omni-channel sales and service model.

• Adopt artificial intelligence and chatbots to improve the 24/7 customer experience and your agencies workflow.

• Mine, develop and deploy data, telematics, and predictive analytics to enhance your value proposition.

Be Proactive vs. Reactive.

• Take advantage of the Internet of Things and the data it generates.

• Employ Blockchain Technology based automation systems to optimize and modernize your operations and workflows.

• Focus on improving your agency’s core competenciesDO WHAT AGENTS DO BEST- BUILD RELATIONSHIPS and TRUST. SELL AND SERVICE. • Hire employees who posses the right skillsets and competencies to do business with the modern consumer.

By Matt Banaszynski

Technology will be a tool for the independent agent, not their replacement. This path to prosperity will allow an agency to increase sales of more profitable products, stay connected with customers, provide value added solutions, target new customer segments, and increase cross selling opportunities while improving and automating agency workflows. Using technology to expand and enhance an agents value proposition to their clients will be instrumental in being viewed more as a strategic business partner and less like the traditional salesperson of the past. Integrating new technology solutions will improve productivity and workflows. Not only will your employees thank you for it, but it will also help you attract younger generations into your agency ranks.

Whether it’s a new or existing customer, an insurance agency must offer a clear and concise customer experience. With so many others offering comparable products and services, deploying a well-constructed omnichannel sale and service model will bring the consumer to your physical or digital doorstep eager to not just purchase an insurance policy, but engage with a strategic business partner.

Matt Banaszynski is CEO of the Independent Insurance Agents of Wisconsin. He speaks nationally on helping independent insurance agencies improve/discover/ adopt/integrate technology and workflows to effectively and efficiently deliver solutions to best serve the modern consumer. He will be presenting on how your agency can ride the technology tidal wave and become the agency of the future on October 4th at Convo.

and TRUST. SELL AND SERVICE. august 2018

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Want to

Sell More?

Then

Know More!

Selling insurance is about as commodity as a commodity business gets. Sure, you know the differences between your solutions and the competition’s. Yet in the minds of your buyers, all insurance solutions are the same, and so often the decision is made based on lowest price.

So how do you differentiate? How do you get your foot in the door with a prospect? How do you stay relevant with your current clients? How do you somewhat reduce always having to compete on price? It’s all about relationships. A genuine relationship is built on trust. It’s built on providing value. It’s built on truly understanding what’s important to the other person.

No two buyers are the same. A Chicago-based entrepreneur who just opened up her business has completely different needs than a retired University of Illinois professor.

Yet, all too often, when we meet with a prospect or even an existing client, what do we talk about? Ourselves, our agency, and our products. And guess what – your buyers – they don’t care. They are, however, massively passionate about themselves.

So how do you make sure that in every meeting, in every sales call, in every interaction that you’re talking about the other person? How do you ensure that the first words out of your mouth are about what they care about? How do you find the right leads, and say the right things, at the right time?

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By Sam Richter The good news is – unlike in the past where you needed time and probably an in-person meeting to truly understand what was important to a prospect or customer – now you can do it in minutes, on your own, with the tools available on the Internet, once you know how. Following are some search tips for finding information on others, identifying opportunities, and crafting qualified leads lists that you can use to grow your insurance business: Google News Filtering: In Google, enter in a company name, and make sure to put multiple word companies within quotation marks. If it’s a common name, add other terms such as a city, or a line of business. On the results page, click on the ‘News’ button under the search form and find articles about what’s going on related to the company.

If there are many results, on the right side under the search form, click the ‘Tools’ button. When the drop-down menus appear, click the “Recent” option and then refine your results by date range.

YouGotTheNews.com: Type the name of company; add a location if relevant, and any keywords, and search thousands of local and national news sources. On the results page, use the tabs to sort your results by press releases, national news, business news, and local news.

Google Filetype Search: There are billions of documents housed on the Internet, including member directories, articles, attendee lists, and more. You can limit your search to types of files/documents by using the filetype: search

august 2018

followed by the type of document.

Here are the most popular extensions: pdf = Adobe Acrobat; xls or xlsx= Excel spreadsheets; ppt or pptx = PowerPoint document; doc or docx = Word document. For example, if you wanted to find a Springfield Chamber of Commerce Member Directory, enter the following into Google: “springfield” + illinois + “chamber of commerce” + directory filetype:pdf. If you want to find a list of Illinois-based CEOs , try: (“chief executive officer” OR ceo) + illinois + (list OR attendee) filetype:xlsx.

LinkedIn.com: With nearly 600 million people in its database, LinkedIn is a great way to research people. To search LinkedIn, enter the name of a person within quotation marks, followed by part of the company name where the person works. For example, conducting a LinkedIn search for John Anderson returns more than 6,200 results. However, “John Anderson” + Trustmark returns only one. When viewing someone’s LinkedIn profile, look for something in common. Maybe he went to the same college as you. Maybe she used to work at a company where you conduct business. When you meet with a prospect or customer, share that you looked at his or her profile, and share what you have in common. It’s a great conversation starter.

SelllingIntel.com: Sales Intelligence is the art and science of using search engines, social media, and the “Invisible Web” – websites that search engines do not index – to find information about others and then use that information in an ethical way to develop and deepen business relationships. The Sales Intel Search Engine automates the process of finding information on people, finding existing leads lists, researching people, identifying sales trigger events and more. You could spend minutes or even hours “surfing” the Web to find information. Or, with the Sales Intel Engine, in seconds, you’ll find the information you need to ensure relevant conversations.

NOTE: While the Sales Intel Engine is normally a subscription products that is purchased on a per-user license, attendees of Sam Richter’s keynote address at the upcoming Independent Insurance Agents of Illinois CONVO 2018 Conference receive access for free.

Follow these tips and use these resources prior to every sales call or meeting, and you’ll be able to make a great first impression; you’ll feel more confident knowing something about the other person; you’ll ensure relevancy; you’ll gain permission to ask great questions; and bottom line, you’ll build stronger, more profitable, relationships.

Sam Richter is the founder of the #1-rated Know More business improvement program and he is considered the world’s foremost expert on Sales Intelligence – finding information and then using it to identity new opportunities, win more business, and to build deeper and more meaningful business relationships. Learn more at www. samrichter.com.

How do you get your foot in the door with a prospect?

How do you stay relevant with your current clients?

How do you somewhat reduce always having to compete on price?

IT’S ALL ABOUT RELATIONSHIPS. august 2018

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ASSOCIATE NEWS

Thank you to our Associate Members.

Diamond Level Members

Platinum Level

Progressive Standard Property & Casualty, a National General Company

Gold Level AAA Insurance Agent/Broker Review Company Arlington/Roe Blue Cross/Blue Shield of IL

Silver Level Grinnell Mutual Reinsurance Company Imperial PFS Surplus Line Association of Illinois

The IMT Group West Bend Mutual Insurance Co.

Bronze Level A.J. Wayne & Associates AMERISAFE Aon Programs Atlantic Specialty Lines Auto-Owners Insurance Co. Berkshire Hathaway Guard Insurance Companies Chicagoland Carstar Columbia Insurance Group Continental Western Group Donald Gaddis Company, Inc. Echelon Property & Casualty Insurance Co. Encompass Insurance Erie Insurance Group Foremost Insurance Group Forreston Mutual Insurance Company Grange Insurance Illinois Mine Subsidence Insurance Fund Illinois Public Risk Fund Indiana Farmers Insurance Interstate Risk Placement IPMG J. C. Restoration J M Wilson Kemper 26

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Keystone Insurers Group, Inc. KPA, LLC dba Succeed/KPA Liberty Mutual Madison Mutual Insurance Company MarshBerry Maximum Ind. Brokerage, LLC Mercury Insurance Company of IL MetLife Auto & Home Midwest Insurance Company Motorists Insurance Group Nationwide NHRMA Mutual Workers’ Compensation Rockford Mutual Insurance Co. ServiceMaster DSI Society Insurance Specialty Risk of America Transcom General Agency Travelers United Fire Group Utica National Insurance Group W.A. Schickedanz Agency, Inc. Western National Insurance Westfield Insurance Company august 2018

IIA OF ILLINOIS NEWS Education Classes august

1 15 22 28 29 30

CISR - Personal Lines Orland Park CISR - Agency Operations Springfield CIC - Personal Lines Rolling Meadows CISR - Elements of Risk Management Rolling Meadows Ethics Springfield CISR - Commercial Casualty 2 Bloomington

New Members associate copper level Openly Boston, MA Professional Benefit Administrators (PBA) Oak Brook, IL

For information regarding IIA of Illinois membership or company sponsorship, contact Tom Ross, Director of Membership Services, at (217) 321-3003, tross@iiaofil.org.

september

6 11 12 13 18 25

Errors & Omissions Champaign CISR - Agency Operations Orland Park CIC - Commercial Casualty Springfield

Congratulations!

The IIA of IL website, www.iiaofil.org was recently awarded the 2018 APEX Award for Most Improved Website!

CISR - Personal Residential Edwardsville CISR - Commercial Casualty 1 Springfield CISR - Personal Residential Rolling Meadows

Online Education www.iiaofil.org August & September Featured Online Classes General Homeowners | Insurance Technology Exposures Lying, Stealing, New Types of Fraud: Crime Insurance Twelve Great Commercial Insurance Mysteries | Flood Errors & Omissions | Personal Auto | Insuring Trusts Cyber Liability | General PAP | And More!

august 2018

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BE WORRY FREE WITH IMT

We understand the importance of partnerships and take great pride in building strong, stable relationships with our agents and policyholders. Through experienced claims expertise and hightouch customer service, we are there when we are needed most.

Learn how you can represent IMT Insurance & Wadena Insurance at imtins.com/contact_us.

imtins.com | west des moines, iowa

Š 2018 Society Insurance

Tried-and-true restaurant coverage with no surprises.

Small detail. Big difference.

Our TopChoice insurance program for restaurants was developed with restaurant owners more than 40 years ago to be the most comprehensive and reliable protection available. We’ve stayed on top of industry trends ever since and tailor our coverage to the unique business needs of each establishment we insure. With Society, your restaurant customers get protection they can count on, delivered exactly as expected. And as you know, that makes all the difference.

If you specialize in restaurants and are interested in an agency appointment, give us a call at 1-888-5-SOCIETY or visit societyinsurance.com.

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18581_Society_Restaurant-Agent_IndInsAgentsofIll-7.5x5.indd 1

august 2018

6/29/18 2:53 PM

Staff Profile Tyler Scott Communications Assistant

Number of years at the IIA of IL: Two months What do you like most about your job?

The people I work with and working on projects for CONVO. Tell us about the first job you ever had: The first job I ever had I am currently still working at as a STIHL Representative at Farm and Home Supply.

If you could have any career other than this what would it be?

Interior Decorator What is your favorite: Pastime: Taking my dog on long walks Food: Any Kind of Pasta Movie: The Empire Strikes Back TV Show: How I Met Your Mother Band: Audio Slave/Sound Garden Tell us about your family: My family isn’t a big one. I am the oldest of three with one brother (Grant) and one sister (Madi) who live in Champaign with my Mom (Gena). The rest of my family lives in Springfield. My Dad (James) and my girlfriend (Emily) and I can’t leave out our dog (Baby Gurl).

Name one thing on your bucket list: Spending a day at the Musée du Louvre What is your biggest fear?

Being late Of what are you most proud either personally or professionally?

It is a toss up between finishing school and renting my first apartment.

Name something people would be surprised to know about you.

When I was younger I wanted to go to culinary school.

august 2018

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education

August Lightning Learning PRESENTER: Chris Boggs, Big “I” Virtual University Executive Director August 2018 All sessions begin at 11:30 a.m. Eastern Time Registration: $9.99 (includes all three sessions) To Register: www.independentagent.com/Education/Webinars/Pages/ live-webinars/LL-Aug-2018.aspx The Big “I” Virtual University’s July Lightning Learning series features three 20-minute sessions dedicated to the Personal and Business Auto policies. Can’t attend? Register anyway and we’ll send you links to the on-demand recordings right to your inbox. Register once and get all three 20-minute sessions including: August 7 – Your Insureds and Contractual Risk Transfer Understanding contractual risk transfer is a key requirement for staying out of trouble when you insure contractor risks.

But even if you don’t insure construction-type operations, you will be subject to contractual risk transfer language at some point, you can count on it.

August 28 – Coinsurance – Down and Dirty Explanation Coinsurance provisions found in property policies exist primarily to assure that the insurance carrier receives adequate premium for the coverage provided. Without a coinsurance condition, and its applicable penalties, insureds might be willing to purchase an amount of coverage somewhat less than the value of the subject property because of the statistically low probability of a total loss.

In this session we dispel the myth that coinsurance is as easy as: Did/Should x Loss – Deductible = Payment

In this session we succinctly answer seven contractual risk transfer FAQs:

In fact, it’s a little more complicated, but just as easy to explain.

1. What is contractual risk transfer?

2. Why is contractual risk transfer necessary?

3. What is the ideal use of contractual risk transfer?

4. Is contractual risk transfer ever misused?

5. Is contractual risk transfer enforceable?

6. How does insurance respond to contractual risk transfer?

7. What other areas are affected by contractual risk transfer requirements?

CE is NOT offered for these webinars.

August 16 – Explaining the Total Cost of Risk (It’s More Than Premiums) When was the last time your client said, “That premium seems fair; the insurance company is getting adequate premium to cover its exposure and I’m getting the protection I need”? I doubt ever. More than likely you have heard – maybe even today - “I can’t believe I have to pay out all this money. The insurance company is killing me.

Can’t we get this premium down?”

What the insured doesn’t understand is that insurance is not about the price of insurance (which the commercials seem to tout), it is about the cost of risk.

In this session we detail the seven costs of risk insured must consider; and it is the agent’s job to explain them.

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august 2018

people in the news

In Memoriam James B. Sherman, age 70 of Lake Geneva, WI passed away on Sunday, July 15, 2018 at the Mercy Hospital in Janesville, WI. He was born on May 19, 1948 in Waukegan, IL. He enrolled at Southern Illinois University in 1966 but later joined the Army serving in South Korea in an intelligence division during the Vietnam conflict.

Honorably discharged in 1973 Sherman became the 3rd generation owner and agent of R.C. Sherman Insurance Service, Inc. in Waukegan. The agency was the oldest established agency in Waukegan having been founded in 1912. He served as President of the Waukegan Association of IIA in the mid 1970’s and in the early 1990’s served on the state board of the IIA of IL as liaison to the State of Illinois Assigned Risk Auto program.

In 1986 Sherman was diagnosed with MS and had fought his illness up until the end. He retired to Lake Geneva, WI 11 years ago after his disability became crippling. He had no children but left many friends.

The staff and Board of Directors of the IIA of IL send their heartfelt condolences the family and friends of Jim Sherman.

Your one-stop shop for all of your difficult to insure needs.

WE INSURE THE TOUGH STUFF Transcom is a specialized insurance wholesaler serving independent agencies in Illinois, Indiana, and Wisconsin.

Our focus is writing commercial auto risks of all types, garage business, and E&S type property and casualty risks.

Public Automobile

General Liability and Garage

Commercial Property

Commercial Auto and Trucking

We have earned broad authority from our carrier partners so that most businesses can be underwritten and issued efficiently from our Madison office.

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Serving agents in Illinois, Indiana, and Wisconsin.

Industry recognized carriers.

Experienced underwriters.

Knowledgeable and skilled support staff.

(800) 360-3303 transcom-ga.com august 2018

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Coverages You Need . . . from a Name You Can Trust!

Protecting Your Clients’ Many Interests . . .

Berkshire Hathaway

GUARD

Insurance Companies

Nationwide operations • A+ A.M. Best Rating We have agency appointments available.

Go to www.guard.com/apply!

Workers’ Compensation • Businessowner’s Policy (Property and Liability) • Commercial Auto* • Commercial Umbrella/Excess • Professional Liability* • Homeowners and Personal Umbrella* • Disability* • and More (*Select States)

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august 2018

Acuity Insurance announced that the Acuity Charitable Foundation is supporting the efforts of Olivia Harlan and Sam Dekker to raise money for the Children’s Cancer Family Foundation (CCFF). The Acuity Charitable Foundation will match donations up to $25,000.

Dekker is a Sheboygan native and professional basketball player for the Los Angeles Clippers. Harlan’s family resides in Door County, and she is an ESPN sideline reporter. They are set to be married in July. Instead of wedding gifts, the couple asked guests and fans to donate money to the CCFF, which helps families in Northeast Wisconsin who have been affected by childhood cancer. Originally, the couple targeted a goal of $15,000. Having surpassed that due to an incredible outpouring of support, they increased the goal to $50,000.

Acuity is a longstanding supporter of charitable and community nonprofit groups. Guided by the Acuity Charitable Foundation, Acuity contributed nearly $1.3 million in 2017 to worthy organizations. Acuity’s community support throughout the year also includes in-kind donations and use of the company’s corporate headquarters for charitable events. In addition, Acuity employees contribute to charitable causes each year through donations of time, money, and much-needed supplies.

Acuity Insurance, headquartered in Sheboygan, Wisconsin, insures over 100,000 businesses, including 300,000 commercial vehicles, and nearly a half million homes and private passenger autos across 26 states. Rated A+ by A.M. Best and S&P, Acuity employs over 1,300 people.

“We are incredibly moved by the support of Acuity and their generous donation to the Children’s Cancer Family Foundation,” said Sam Dekker. “We hope it spurs more donations and pushes us past our goal.” Olivia Harlan added.

“We believe in supporting organizations that are working to make a difference in the fight against childhood cancer,” said Ben Salzmann, Acuity President and CEO. “We are honored to help Olivia and Sam raise funds to help the CCFF in its vital mission.”

To donate, visit https://www.ccffnew. org/harlan-dekker-wedding. Everyone who donates $50 or more will receive a personal thank-you note from Harlan and Dekker.

Independent Insurance Agent

Public & Specialty Transportation W. A. Schickedanz Agency, Inc./Interstate Risk Placement, Inc. understands the need to protect your customers by offering Commercial Auto Coverages for:

▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶

Charter Buses Children’s Transportation Courtesy/Shuttle Services Employee Transportation Funeral Home Vehicles Limousine & Sedan Services Mass Transit/Paratransit Medical/Medivan/Ambulance Mobile Concessions Vehicles Municipality-Owned Vehicles Party Buses Religious Organization Vehicles Security Vehicles Social Services/Senior Citizens Vehicles Taxi Cab Service

Coverages:

▶ ▶ ▶ ▶ ▶ ▶

Auto Liability limits available up to $5,000,000 Physical Damage UM / UIM Medical Payments Regulatory Filings for Federal & State available New Ventures considered

For more information, contact: Rick Sutton — ricks@was-irp.com Wendy Lucas— wendyl@was-irp.com Abby George, CIC, AFIS — abbyg@was-irp.com Dave Miller, CPCU — davidm@was-irp.com

www.was-irp.com | submissions@was-irp.com

august 2018

public-and-specialty-transportation.indd 1

W. A. Schickedanz Agency, Inc.

Interstate Risk Placement, Inc.

300 West Main Street PO Box 445 Belleville, IL 62222

7320 N. Villa Lake Dr PO Box 3765 Peoria, IL 61612

Phone: (618)233-0644 Fax: (618)233-0672

Phone: (309)692-8544 Fax: (309)693-0402

9/18/2017 3:48:59 PM

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industry news

Acuity to Match Support for Children’s Cancer Family Foundation

CLASSIFIEDS

for the insurance professional by the insurance professional

AGENCY/AGENTS/PRODUCERS WANTED.

02. Forest Park/Oak Park agency for over 60 years, will meet your needs by providing space, markets, marketing & sales support, automation, merging with or purchasing your agency. Perpetuation/ Succession Plans, BuySell Agreements also available. We have experienced, educated and dedicated staff for you and your clients.

Have access to our numerous companies, office services and many other resources. Retain ownership in your book with contingency. Please look closely at us- we are an agency you want to do business with! We’ve done it before, we know how- we make it easy! Visit our website at forestagency.com/agents.html, or call for a confidential discussion and a list of Agency benefits.

Dan Browne will provide an agency evaluation/appraisal at little cost to you. Please call:

Dan Browne or Cathy Hall Forest Agency (708) 383-9000 dbrowne@forestagency.com

SHARED SPACE FOR RENT

99. 6,400 SF office located at 127 N. Walnut St., Itasca, has availability for startups, insurance agents, salespeople, consultants, professionals, etc.; who are in need of class A space without the cost. Monthly fees range from $375 and include: Receptionist/Clerical, internet, conference rooms, kitchen, classroom/break room. Printing and clerical services are also available. Short term or long term rentals are available. Wed are in downtown Itasca across from the Metra station. Close to expressways. For information contact:

OPPORTUNITIES/SPACE AVAILABLE/RETAIN OWNERSHIP

13. We are a 100 year old Northbrook agency looking to discuss any mutually beneficial opportunity. Our producers, mergers, clusters and agency purchases receive 50% commissions on new and renewal business without any expenses. We can provide: office space, phones, agency management system, service renewals and changes. The companies we represent are: Badger Mutual, Employers Mutual, General Casualty, Guide One, Hartford, Kemper, Progressive, Rockford Mutual, Safeco, State Auto, Travelers and Met Life. Contact:

Nancy Solomon Martini, Miller & Schloss, Inc. (847) 291-1313 Ron@martini-miller.com

AGENCY WANTED.

20. Since 2004, Central Illinois Agents Group LLC has been providing independent agents with a variety of markets with contingency opportunities. Agents have availability to several markets that they may not be able to sustain or maintain on their own. We have markets for personal, commercial, agricultural and crop insurance lines. Let us help you get to the next level.

Visit www.ciagonline.com for contact information.

Dino Gavanes 630-779-0566 or dino_gavanes@advisersinc.com

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Expect big things in workers’ compensation. Most classes approved, nationwide. It pays to get a quote from Applied.® For information call (877) 234-4450 or visit auw.com/us. Follow us at bigdoghq.com.

©2018 Applied Underwriters, Inc., a Berkshire Hathaway company. Rated A+ (Superior) by A.M. Best.

Insurance plans protected U.S. Patent No. 7,908,157.