INSIDE The Flu — A Serious Outbreak in 41 States »7 Privatizing Flood Insurance — PIA National Urges Caution »10 Be alert for changes in your insurance carrier’s underwriting guidelines »12 PIA National — Call for Award Nominations »17 CIC 35th Anniversary — The History of CIC »18
Cover Photo: Some rights reserved by aaronmcintyre
January 2013 | Published Monthly
Insuring the Midlands Since 1891 Les Hileman, CPCU, AIC Vice President of Agencies 800-742-7433 lhileman@fmne.com
?
Did you
know
Flood Is The New Hot Insurance Product!! Interest in flood insurance is growing since Superstorm Sandy or Tropical Cyclone or whatever you want to call it. You may be getting calls and queries about flood insurance. Selling flood insurance already? Then you’re ready to go. If you’re not selling through the PIA, read on and then visit PIA National’s Flood Insurance Marketing Support Center. Agencies flirting with selling flood can get help from the PIA. We offer flood insurance through The Hartford. The program is available in all states. The Hartford Flood program offers an easy enrollment process, competitive commissions and allows you to broaden what you can offer to customers in areas susceptible to flooding. For PIA members enrolled in The Hartford Flood Program, the following Surplus Lines flood insurance coverages are available through WNC First Insurance Services: • Excess Flood Insurance with policy limits in excess of the maximum NFIP limits are property coverage up to $15,000,000 in all states and contents coverage up to $1,000,000. There is no commercial contents coverage excess. • CBRA & OPA Areas with eligible properties including residential properties and condominium units and townhouses. Want information? Contact Joseph Surowiecki, Jr. of The Hartford at 860-547-5006 or joseph.surowiecki@thehartford.com. Have a question for PIA? Contact us at alexipa@pianet.org.
National Association of Professional Insurance Agents 400 N. Washington St., Alexandria, VA 22314-2353 www.pianet.com | membership@pianet.org | (703) 836-9340
Top Stories The Flu — A Serious Outbreak in 41 States | 7 Already the 2013 flu season is being called one of the worst in a decade. MarketScout & 2012 — Not a Hard Market but it’s Emerging | 8 MarketScout released its final 2012 numbers. The totals for the year are not done but property & Casualty insurers saw a 5% average rate increase for December. 2012 Ending & 2013 — The Insurance Financial Forecast | 9 Insurance Journal contacted a number of industry analysts and asked what the combined ratio will be in the final 2012 numbers. It will lie somewhere between 104 and 108. Privatizing Flood Insurance — PIA National Urges Caution | 10 President Obama has signed legislation to allow the National Flood Insurance Program (NFIP) to expand the money it can borrow to pay flood claims. The Rest of Sandy’s Relief | 11 The House of Representatives passed a $9.7 billion relief bill a couple of days after the fiscal cliff vote. Be alert for changes in your insurance carrier’s underwriting guidelines | 12 In a recent polling question posed on Agents of America (www.agentsofamerica.org), the question was posed relating to changes in the underwriting guidelines of insurance carriers. 2012 — The Warmest Year on Record | 14 It’s official. The National Oceanographic and Atmospheric Administration (NOAA) said its data
shows 2012 is the warmest year in recorded history of the contiguous United States. Electric Cars — A Different Kind of Danger | 16 One positive for electric cars and hybrids running on batteries at low speeds is that they’re noiseless. PIA National — Call for Award Nominations | 17 Nominations are being accepted through February 1, 2013 for three prestigious PIA National awards: Professional Agent of the Year, Customer Service Representative (CSR) of the Year, Young Insurance Professional of the Year The History of CIC | 18 1969 – The Year It All Began... On March 15, 1969, the membership of the Texas Association of Mutual Insurance Agents met in Austin, Texas, and adopted a completely new concept for an insurance agents association, opening the association membership to any licensed local independent insurance agent in Texas. 4 Sales Tips to Sell More and Build Better Relationships through Better Eye Contact | 21 In the world of selling, eye contact is extremely important when both making a first impression and building credibility.
PIA NE IA Events Upcoming Events Calendar 2013 | 23
Advertisements Wanted, For Sale and Opportunities | 24 Contact us to place a classified ad.
January 2013 | Main Street Industry News | www.pianeia.com | 4
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Top Stories
The Flu
A Serious Outbreak in 41 States Already the 2013 flu season is being called one of the worst in a decade. The season hit five weeks early and so far the virus has shown up in 41 states. At last count 29 of them reported high or severe numbers. Doctors offices, hospitals and clinics are reporting higher than average visits. Usually 2.8% of health facility visits are for the flu. This year’s reporting is at 5.6% and climbing. Vaccines are on back order at most pharmacies and other health care providers. Flu is an economic disaster of sorts as well. The Centers for Disease Control has statistics that say an average year costs employers $10.4 billion in lost productivity and absenteeism. Economists say this year’s expected gross domestic product growth of 2% could be knocked back a half a point because of the outbreak. The Bureau of Labor Statistics notes employee absentee during the winter is 33% higher than the rest of the year. A heavy flu season increases that number. This is a no brainer but John Challenger of Challenger, Gray & Christmas urges employers to urge their employees not to come to work when they are sick. He also notes there are things employers can do to limit the spread of the flu virus: • Fewer meetings • More telecommuting • Allow for flexible work hours • Provide hand sanitizer • Encourage workers to wash their hands often • Allow workers to stay home if they are sick n Photo Credit: Photographer photoillustrator.eu
January 2013 | Main Street Industry News |www.pianeia.com| 7
Top Stories
MarketScout & 2012
Not a Hard Market but it’s Emerging MarketScout released its final 2012 numbers. The totals for the year are not done but property & Casualty insurers saw a 5% average rate increase for December. After seven years of a soft market, MarketScout CEO Richard Kerr calls this hike and the rate increases seen all year long, a true sign of an emerging hard market. “This market turn is not like the last hard market of 2001 to 2005 when rates spiked up as much as 30 percent in the early stages. For the 2012 market turn, rates have adjusted slowly and steadily without any dramatic spikes. This slow and steady pace could foretell rate increases at a more sensible pace and for a longer period of time,” he said. In December small accounts — up to $25,000 in premium — saw rates go up an average of 6%. Medium accounts with premiums from $25,001 up to $250,000 saw hikes of 5%. Large accounts going from $250,001 to $1 million were up 4%. Jumbo accounts from $1 million up were at 3% on average.
Here are the increases by class: Commercial Auto
+6%
Commercial Property
+5%
General Liability
+5%
Umbrella/Excess
+4%
Business Interruption
+4%
Workers’ Compensation
+4%
BOP
+4%
Professional Liability
+4%
D&O Liability
+4%
Inland Marine
+3%
EPLI
+3%
Fiduciary
+2%
Crime
+2%
Surety
+1%
But is it really a hard market? “Beginning January 2012, the composite rate was up 1 percent but steadily increased over the course of the year. By year end, the average rate increase on property and casualty business in the U.S. was up 5 percent,” MarketScout said. n
January 2013 | Main Street Industry News | www.pianeia.com | 8
Top Stories
2012 Ending & 2013
The Insurance Financial Forecast Insurance Journal contacted a number of industry analysts and asked what the combined ratio will be in the final 2012 numbers. It will lie somewhere between 104 and 108. The lower and middle end of the estimates is much better than the 108.2 combined ratio for 2011. The magazine also found that industry analysts expect 2013’s combined ratio to land between 100 and 105. Predictions are that premium growth in 2012 will end at 4% and will be a point down from that at 3% at year’s end in 2013. The year end surplus for 2013 will be a tad lower than 2012. The average return on equity for both years will be in the mid to upper single digits. Reserve takedowns will fall in the final 2012 numbers and could go up in 2013. Return on investment (ROE) for the first sixmonths of 2012 was 6.9% says a report issued in October by ISO and the Property Casualty Insurers Association of America (PCI). That’s way up from the 3.5% for the same time period in 2011. ALIRT did a nine-month calculation for 2012 and for the 50 largest insurers. It found a 6.4% pre-tax ROE and an 8.2% hike on pre-tax earned premiums. That’s better than 2011 but not close to the 17-year pre-tax averages. Those numbers are likely to stay low through 2014. At the same time, those low numbers are likely to push higher pricing.
Standard & Poor’s Ratings Services sees 2013 as a year of stable credit for the insurance industry. Excellent balance sheets, a business climate that is stable and improving risk management strategies are the reason. The report is U.S. Insurers’ Sound Fundamentals Should Counteract Sluggish 2013 Economic Performance and spokesman Rodney Clark said it worries — as all of us do — about economic recovery. “This sluggish recovery continues to weigh on all insurance sectors, and we expect the rating impact to be stable to modestly negative in 2013. However, risk aversion and strongly recovered capital bases since the financial crisis will go far in mitigating negative factors. Unfortunately, we expect the downside risks to continue to outweigh upside risks at least in 2013.” In the meantime, A.M. Best has announced it will maintain a stable outlook for personal lines. The negative outlook for commercial lines will continue. More good news. A survey by Hanover Stone Partners of New York says the risk managers of Fortune 500 companies are okay with minor rate increases in 2013. Managing Partner John Kelly said, “In the face of modest price increases, most buyers are choosing to maintain both their level of insurance protection as well as their relationships with incumbent insurers. Should pricing continue to rise, however, we may see more buyers looking for alternatives, both in terms of program structure and their insurance providers.” n
Source: Insurance Journal, PopertyCasualty360.com
January 2013 | Main Street Industry News |www.pianeia.com| 9
Top Stories
Privatizing Flood Insurance PIA National Urges Caution President Obama has signed legislation to allow the National Flood Insurance Program (NFIP) to expand the money it can borrow to pay flood claims. Congress made the change to let the newly reformed and reauthorized NFIP pay the claims of Tropical Storm Sandy victims. At the time the U.S. House of Representatives passed the emergency legislation, House Financial Services Committee Chairman, Republican Rep. Jeb Hensarling of Texas said he wants “to transition to a private innovative, competitive, sustainable flood-insurance market.” In other words, Hensarling is looking at moving flood insurance into the private market and out of federal hands. PIA National’s Assistant Vice President of Federal Affairs Mike Becker said the association urges Rep. Hensarling and others in Congress to look carefully at this and proceed very cautiously. “PIA supports the NFIP and we remain confident that after years of work, the NFIP reform law that passed Congress last year will make the necessary changes to put this program back on a sound footing. We caution against proposals that would privatize the NFIP before the reforms are even implemented, and we look forward to conversations with the Chairman on his ideas to strengthen the program,” he said. R Street is a private market research firm. Senior Fellow R.J. Lehmann said this is a risky concept but other nations are already
doing something similar. “For decades, the NFIP has been offering below-market rates that have subsidized construction in risky and environmentally sensitive regions across the country. Unwinding those distorted market signals in a way that causes minimal pain to existing home and business owners will be a challenging process, but one that is well worth exploring for the sake of both taxpayers and the environment.” Lehmann agrees with Hensarling that we cannot afford to encourage homeowners to live in harm’s way. At the same time, one must think that those living on Long Island, New York or along the coast of New Jersey aren’t living in an area that is traditionally known as being in harm’s way. n
For Your Information
To date the Federal Emergency Management Agency (FEMA) — who administers the NFIP — says 140,000 Tropical Storm Sandy claims have been filed and $1.7 billion in flood claims have been paid out.
January 2013 | Main Street Industry News | www.pianeia.com | 10
Top Stories
The Rest of Sandy’s Relief The House of Representatives passed a $9.7 billion relief bill a couple of days after the fiscal cliff vote. That’s way shy of the $60-plus billion package passed by the Senate. House Speaker John Boehner promised a vote on the rest of the money on January 15th. We are writing this story on the 14th and will have details of the vote in our next issue. Republicans in the House are concerned about the size of the bill. California Republican Rep. Tom McClintock wants to cut the size of the bill down and said he is going to introduce an
amendment and suspects other Republicans will do the same. “I expect there will be an effort to amend out unrelated appropriations. These disaster bills are becoming pork spending. There’s lots of spending in these bills that has nothing to do with the disaster.” he said. The complaints by McClintock and others has to do with $13 billion for projects not really related to the storm or its damages. • $150 million for Alaska fisheries • $41 million for U.S. military bases — including Guantanamo Bay, Cuba • $5.2 million for the Justice Department • $4 million for the Kennedy Space Center • $3.5 million for Homeland Security • $2 million for the Smithsonian Institution n
Photo Credit: Photographer amelungc
January 2013 | Main Street Industry News |www.pianeia.com| 11
Top Stories
Why is this important from an E&O standpoint?
It appears that regardless of the marketplace (hard or soft), insurance carriers have been known to pursue legal action against one of their agents for overstepping the carrier binding guidelines. As the market restricts, there is no doubt that the level of activity in this area should intensify.
by Curtis M. Pearsall, CPCU, AIAF, CPIA, President – Pearsall Associates, Inc., and Special Consultant to the Utica National E&O Program
In a recent polling question posed on Agents of America (www.agentsofamerica.org), the question was posed relating to changes in the underwriting guidelines of insurance carriers. Typically, these types of changes become more common as the market hardens. The responses clearly showed that the overwhelming majority of carriers have modified their guidelines in the last 6 months. In fact, only 1% of the respondents indicated that they have not seen any modifications or restrictions of the guidelines for either their personal or commercial lines carriers.
Example: the underwriting guidelines state that your agency is not allowed to bind a homeowners risk for a value of greater than $250,000. Your agency binds a $350,000 home and the home suffers a major loss. The carrier then brings an action against the agent for binding them to a risk that they would contend they do not write. There have been many E&O cases where the carrier was successful in this legal matter. As the carrier underwriting guidelines change, it is critical that the applicable staff be notified of these changes as soon as possible. For agencies with a significant number of carriers, these changes can get overwhelming so providing this information in writing to each of the staff is recommended. If your agency has an account that is outside of the guidelines, one option would be to contact the carrier underwriter to secure their approval. If they agree to allow your agency to bind the risk (even though it is outside of the guidelines), be sure to document this conversation (via e-mail or letter) back to the underwriter. You never know when this piece of documentation could come into play. n
January 2013 | Main Street Industry News | www.pianeia.com | 12
Top Stories The average temperature for the year was 55.3 degrees — one full degree above 1998’s previous warmest year on record. Every one of the 48 states reported above average annual temperatures.
There were also an impressive 11 billion-plus dollar weather events. They were: Southeast/Ohio Valley Tornadoes
March 2–3
Texas Tornadoes
April 2–3
Great Plains Tornadoes
April 13–14
Midwest/Ohio Valley Severe Weather
April 28–May 1
Southern Plains/Midwest/Northeast May 25–30 Severe Weather Rockies/Southwest Severe Weather June 6–12
It’s official. The National
Oceanographic and Atmospheric Administration (NOAA) said its data shows 2012 is the warmest year in recorded history of the contiguous United States. It was also the 15th driest year in history. Total rainfall averaged 26.57 inches. That is 2.57 inches below normal. Drought — as you remember — hit 61% of the nation and was worst in the Midwest, the Great Plains and the Mountain West regions.
Plains/East/Northeast Severe Weather (“Derecho”)
June 29–July 2
Hurricane Isaac
August 26–31
Western Wildfires
Summer–Fall
Hurricane Sandy
October 29–31
U.S. Drought/Heatwave
throughout
On Wednesday of last week the federal government declared huge swaths of Kansas, Colorado, Oklahoma and Texas natural disasters. The winter wheat harvest — which totals 1/3 of all winter wheat grown — is at risk because of continuing drought conditions. Meanwhile, record losses and record insurance payments were given to growers in 2012. So far payments have totaled $10.7 billion. That’s barely below the record of $10.8 billion paid out in 2011. Experts are expecting the final total to hit $20 billion to $25 billion. n Image Credit: Sergey Tokarev - Sun Abstract
January 2013 | Main Street Industry News | www.pianeia.com | 14
Top Stories
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Education
Register Online for PIA NE IA education: Click here or call (402) 392-1611 January 2013 | Main Street Industry News |www.pianeia.com| 15
Top Stories
Electric Cars A Different Kind of
Danger
One positive for electric cars and hybrids running on batteries at low speeds is that they’re noiseless. It is one of the attractions that makes them popular. That they’re noiseless has an unexpected negative. Pedestrians and bicyclists can’t hear them. And U.S. Transportation Secretary Ray Hood wants them to make more noise. “Safety is our highest priority, and this proposal will help
keep everyone using our nation’s streets and roadways safe, whether they are motorists, bicyclists or pedestrians, and especially the blind and visually impaired.” Hood’s proposal would require cars to be heard above normal street noises when they are traveling less than 18-miles per hour. Normal engines can be heard at those speeds. National Highway and Traffic Safety Administrator (NHTSA) David Strickland said 2,800 pedestrians and bicyclists are injured every year. “Our proposal would allow manufacturers the flexibility to design different sounds for different makes and models while still providing an opportunity for pedestrians, bicyclists and the visually impaired to detect and recognize a vehicle and make a decision about whether it is safe to cross the street.” n
We are seeking quality agency appointments to become part of our “Worry Free” family. Simply bundle your customer’s auto, home and business insurance into IMT’s “Worry Free” bucket, and you will be worry free too.
West Des Moines, IA
800.274.3531
www.imtins.com
January 2013 | Main Street Industry News | www.pianeia.com | 16
Top Stories
PIA National
Nominations are being accepted through February 1, 2013 for three prestigious PIA National awards: • Professional Agent of the Year • Customer Service Representative (CSR) of the Year • Young Insurance Professional of the Year The PIA National Professional Agent of the Year Award, the association’s highest national award of distinction, is presented annually to one outstanding professional insurance agent who is a member of PIA. Nominations for this award are made by PIA state and regional affiliate associations. The PIA National Customer Service Representative (CSR) of the Year Award is given annually to an outstanding agency customer service representative who works for
a PIA member insurance agency. Nominations for this award are made by PIA members. The CSR of the Year Award is sponsored for the sixth year in a row by The Hartford, a member carrier of The PIA Partnership as well as a Pinnacle Partner. The PIA National Young Insurance Professional of the Year Award is given to an outstanding employee, owner or principal of a PIA member agency who is under the age of 40 or a member of a PIA-affiliated Young Insurance Professionals association. PIA members as well as PIA state and regional affiliates may make nominations for this award, which is sponsored for the eighth year in a row by Rough Notes magazine. All three awards will be presented during a luncheon ceremony on April 12, 2013 in Arlington, Virginia, held in conjunction with the 2013 PIA Federal Legislative Summit and Spring 2013 PIA National Board of Directors and committee meetings. n
January 2013 | Main Street Industry News |www.pianeia.com| 17
Top Stories Insurance Counselor institute. The first institute was held on September 10-13, 1969, with 51 participants enrolled.
Conferment of the CIC Designation
Congratulations Nebraska & Iowa! The History of CIC
1969 – The Year It All Began... On March 15, 1969, the membership of the Texas Association of Mutual Insurance Agents met in Austin, Texas, and adopted a completely new concept for an insurance agents association, opening the association membership to any licensed local independent insurance agent in Texas. The new association was named “The Insurance Counselors Association of Texas,” centered around the concept of “professionalism through education.” This new association embarked upon a comprehensive educational program involving four institutes to be held annually and to cover all aspects of the property-casualty insurance field and agency management. The program would culminate in a professional designation for those who successfully completed all four parts. The curriculum and selection of a faculty was turned over to a committee of insurance agents who understood the needs of the average agent. A course was developed which would be practical in the everyday operation of an agency, and became the first Certified
By 1971, 42 individuals had achieved and maintained the CIC designation. Of the 42, only two were women, and the majority were agency owners. Maintaining the CIC designation was a requirement of the CIC Program from inception. It was believed—and is still—that each designee should make his/her own personal commitment to professional education for life. It was not the responsibility of a state insurance board, university, or association to instill that commitment. The recognition of this responsibility and commitment forms the foundation for the CIC Program.
The CIC Program Expands In 1976, upon recommendation of the Education Committee and Dr. William T. Hold, CIC, CPCU, CLU, Professor of Insurance at the University of Texas, and Director of the Insurance Counselors Association of Texas, the Board of Directors and membership voted to open the program to any licensed agent in Texas. This same year, the first seminar was made available to only dues-paid members of the Society of CIC, known today as James K. Ruble Seminars.
Faculty and Curricula Institute faculty were selected based on their expertise, presentation, and teaching ability, making available—for what many considered the first time—truly practical, professional education, which carried with it a recognized designation. Agendas included: new coverages, new sales methods, new markets, how to write a complicated risk, retention of risks, and many other facets of the daily operation of the
January 2013 | Main Street Industry News | www.pianeia.com | 18
Top Stories successful insurance business. Many did not pass the examinations, but continued to return, and left comfortable in the knowledge that they had become better qualified to represent their clients by attending a CIC institute.
CIC Gains Momentum In 1974, the Society of CIC adopted the “triangle” logo with the letters CIC inside. The logo has never changed. That same year, Florida and Minnesota became the first states outside of Texas to offer the CIC Program. In 1975, the CIC Program expanded to the states of Connecticut, Georgia, Illinois, Indiana, New England (MA, ME, NH, VT, and RI), and Ohio. Response from other states continued to be overwhelming, with states anxiously awaiting the arrival of the program in their area or region. The following timeline marks the years the rest of the states and Puerto Rico began offering the CIC Program. 1976 California, Colorado, Missouri, Nevada, New Jersey, New York, and Pennsylvania/Maryland/Delaware 1977 Iowa, Kansas, Kentucky, Montana, North Carolina, Oklahoma, South Carolina, Utah, Virginia/DC, and Washington
The ’80s… A Time of Growth and Association Partnerships In 1980 a fifth institute was added—Life & Health—recognizing the significant role life and health insurance would begin to play in a successful agency. As the Society of CIC grew in both numbers of CICs and participants, it also established long-time relationships with state Professional Insurance Agents Associations (PIAs) and state Independent Insurance Agents Associations (IIAs), as well as other established state insurance organizations. These relationships have been essential to providing a successful designation program throughout the United States and Puerto Rico. The CIC Program was recognized by every state with a continuing education law and granted credit which would meet most state requirements. Currently, The National Alliance has an internal continuing education department that handles all filing of CE credits. In 1988, the Society of CIC proudly announced its 10,000th designee.
1978 Arizona, Idaho, Louisiana, Michigan, Mississippi, Nebraska, New Mexico, and Tennessee 1979 Arkansas, Oregon, Puerto Rico, and Wisconsin 1980 Hawaii and Wyoming 1981 Alabama, North Dakota, and South Dakota 1982 West Virginia 1986 the CIC Program reached the state of Alaska, achieving a truly nationwide program January 2013 | Main Street Industry News |www.pianeia.com| 19
Top Stories
The ’90s and Beyond As an insurance professional, answering questions and problem solving for
new clients your biggest client potential clients
is an important part of your profession. If a client asks about
rental car coverage business coverage in the home changes on insurance forms
would
you have the answers? You will. The most successful training program for insurance professionals Register at www.PIANEIA.com
During the ’90s, the Society of CIC continued to grow beyond predictions. During 2002, the 25,000th CIC was designated. Currently, there are more than 30,000 designation-holders who have not only achieved the CIC designation, but have maintained it—some for 20 or more years!
Prepares You.
3335 0311
January 2013 | Main Street Industry News | www.pianeia.com | 20
In 2010, the CIC Board of Governors approved the University Associate Certified Insurance Counselor (UACIC) Designation Program which gives students enrolled in major colleges and universities the opportunity to begin their CIC studies as a part of their curriculum. They will graduate with an extra credential of practical use in the insurance industry. n
Top Stories
to Sell More and Build Better Relationships through Better Eye Contact by John Chapin In the world of selling, eye contact is extremely important when both making a first impression and building credibility. In addition to some of the obvious aspects of eye contact, there are also some subtleties involved. So how do you make sure you’re making the most of your eye contact? Use eye contact to build credibility, convey trust, and to accent your point at important intervals in the conversation. Eye contact builds trust and credibility and a lack of it will destroy the chances for either. The best way to convey strong points, such as closing questions, is to look the prospect or customer directly in the eye while making your statement. You don’t want to be glancing away at all, and you even want to keep blinking to a minimum. Look the person directly in the eye as much as possible. At the very least, you want to be looking the other person in the eye the entire time he or she is talking. If you’re going to look elsewhere at any time in the conversation, do it while you are talking. Even then, keep straying eyes to a minimum. You’ll notice that if you’re talking to someone and looking around, they’ll start looking around too; looking elsewhere causes paranoia in the other person in the conversation. In the best case scenario, the only time you want to break eye contact is when the other person draws your attention to something else, or vice versa. As much direct
eye contact as possible during a conversation will help build all the positive feelings you’re looking for. Look at only the left eye. In conversation, people tend to look back and forth from one eye to the other. But this can give people the impression you are “shifty-eyed.” As a result, you want to look in only one eye. Looking into the left eye seems to get the best results. Why? Have you ever had an instantaneous connection with someone? You just met that person but you felt as if you knew him or her forever? That connection occurred in the in the right side of the brain, which is the creative and emotional side of the brain. The left eye is controlled by the right brain. Will you always have instantaneous connections by looking in the left eye? No, however, you will have more of them and you will completely eliminate the “shifty-eyed” feeling some people will leave with after having a conversation with you. Note: If you’re talking to someone with a “lazy” eye and are having difficulty discerning which eye is focusing properly, look at the bridge of the person’s nose. Note 2: If you’re talking to someone whom you know is blind in one eye, has a glass eye, or any other eye issue, focus on the good eye. If you know they have one of the above issues but cannot tell or forgot which eye is the problem eye, focus on the bridge of the nose. And no,
January 2013 | Main Street Industry News |www.pianeia.com| 21
Top Stories people won’t be able to tell you’re looking in their left eye or at the bridge of their nose, it will simply appear as if you’re looking them in the eye. Watch others’ eye contact at important times in the sales conversation. Watch the other person’s eye contact during important questions such as closing questions and qualifying questions. For example, if someone says, “Geez, I think I can get it for less somewhere else.” Look them in the eye and ask, “So that’s the only thing that’s stopping you?” If they say “yes” and look away, off to the side, down, or otherwise break eye contact as they answer you, you can be sure that they are
John Chapin’s specialty is helping salespeople and sales teams double sales in 12 months. He is an awardwinning sales speaker, trainer and coach, a number one sales rep in three industries, and the primary author of the goldmedal winning “Sales Encyclopedia”. In his 24 years of sales, customer service and management experience, he has sold in some of the toughest markets and economies. If you would like access to John’s free white paper on what it takes to be successful in sales along with a monthly newsletter, you can visit John’s website at http://www. completeselling.com To reach John, email him at johnchapin@completeselling.com.
not telling the truth. Very few people outside of professional liars can look you in the eye and tell you an “untruth”. Now that you know that isn’t the real objection, you can ask more questions to eliminate this excuse and find out what the real reason is. The eyes truly are the mirrors of the soul. They will let people know if you are interested or disinterested, if you truly care or couldn’t care less, and whether you’re paying attention or off in another world. Watch the message you send with your eyes as well as the messages others are sending with theirs. If you make the most of eye contact, you’ll find that you’ll connect better with people and make more sales. n
Gold-medal winner – Axiom Book Awards Sales Encyclopedia “provides sales professionals with both the will and the skill to increase productivity. From topics ranging from dealing with different prospects to gaining commitment to remaining positive, you will benefit from the concepts in this book.” — Bryan Flanagan, Director of Corporate Sales Training, Zig Ziglar Corporation
January 2013 | Main Street Industry News | www.pianeia.com | 22
PIA NE IA Events
Upcoming Events Calendar 2013 For information and to register Click Here or call (402) 392-1611.
Date
Event
City
State
February 13, 2013
CISR Commercial Casualty I
Johnston
IA
February 20-22, 2013
CIC Life & Health Institute
Des Moines
IA
February 26, 2013
Legislative Luncheon
Lincoln
NE
February 27, 2013
CISR Insuring Commercial Property
Davenport
IA
March 6, 2013
CISR Insuring Personal Residential Property
Johnston
IA
March 12, 2013
CPIA 1 Position for Success
Omaha
NE
March 13-15, 2013
CIC Agency Management Institute
Omaha
NE
March 20, 2013
CISR Commercial Casualty II
Marion
IA
March 26, 2013
CISR Personal Lines/Miscellaneous
W Des Moines
IA
April 10, 2013
CISR Agency Operations
W Des Moines
IA
April 16, 2013
CPIA 1 Position for Success
Marion
IA
April 17-19, 2013
CIC Agency Management Institute
Cedar Rapids
IA
May 2, 2013
CISR Insuring Commercial Property
Marion
IA
May 8-10, 2013
CIC Commercial Property Institute
Lincoln
NE
May 15, 2013
CISR Insuring Personal Auto Exposures
Johnston
IA
May 22, 2013
CISR Insuring Personal Residential Property
Davenport
IA
June 4-5, 2013
Convention
Kearney
NE
June 19, 2013
CISR Agency Operations
Marion
IA
June 26-28, 2013
CIC Commercial Property Institute
Des Moines
IA
June 26, 2013
CISR William T. Hold Seminar
W Des Moines
IA
July 10, 2013
CISR Personal Lines/Miscellaneous
Marion
IA
July 17, 2013
CISR Insuring Personal Residential Property
Johnston
IA
July 17-19, 2013
CIC Personal Lines Institute
Omaha
NE
July 24, 2013
CISR Commercial Casualty I
Davenport
IA
January 2013 | Main Street Industry News |www.pianeia.com| 23
PIA NE IA Events August 7, 2013
CISR Insuring Personal Auto Exposures
Marion
IA
August 21-23, 2013
CIC Personal Lines Institute
Cedar Rapids
IA
August 28, 2013
CISR Insuring Commercial Property
W Des Moines
IA
September 10, 2013
Scholarship Golf Outing
Ashland
NE
September 12, 2013
CISR Commercial Casualty II
W Des Moines
IA
September 18-20, 2013
CIC Commercial Casualty Institute
Lincoln
NE
September 19, 2013
CISR Dynamics of Service Seminar
Johnston
IA
September 26, 2013
CISR Agency Operations
Davenport
IA
October 3, 2013
CISR Insuring Personal Residential Property
Marion
IA
October 16, 2013
CISR Insuring Personal Auto Exposures
Davenport
IA
October 16-18, 2013
CIC Commercial Casualty Institute
Des Moines
IA
November 13-15, 2013
CIC Life & Health Institute
Omaha
NE
November 21, 2013
CISR William T. Hold Seminar
Marion
IA
December 5, 2013
Greater Omaha Committee Christmas Party
Omaha
NE
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