07lavoz

More Value for your Customers!

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is pleased to announce a collaboration with two laboratory vendors, TriCore Reference Laboratories & Quest Diagnostics, to provide discounts for our policyholders for drug screening services.

Save 15% or more based on testing volume and the combination of services.

• Utilize pre-employment drug screening as well as post-accident drug testing.

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• For more information about discounted drug testing services with TriCore or Quest, please visit our website at NewMexicoMutual.com/Employers/PolicyholderResources.

“La Voz” is the official monthly e-publication of the

a L

Independent Insurance Agents of NM 1511 University Blvd. NE Albuquerque, NM 87102.

(505) 843-7231. Fax (505) 243-3367.

Web site www.iianm.org.

This publication is intended to provide accurate and authoritative information on the subject matter covered, but is distributed with the understanding that neither IIANM, nor any contributing author, publisher, contributor or advertiser is rendering legal, accounting or any other professional service and assume no liability whatsoever in connection with its use.

Further, the electronic links to our advertisers and/or contributors found in this publication are provided as a courtesy to our readers and do not necessarily indicate an endorsement by IIANM. News items from members of Independent Insurance Agents of New Mexico and the general insurance industry are encouraged.

The advertising deadline is the fifteenth day of the month, preceding publication.

Advertising rates are available upon request.

Please contact Rachel Sheffield at rachel@iianm.org for details

IIANM Staff President/CEO Thom Turbett Chief Strategy Officer Marit Peters VP of Member Services Consuelo Trujillo VP of Insurance Programs Julie A. Franchini Communications Director Rachel Sheffield Member Services Associate Renee Trujillo

2012-2013 Officers Chair PJ Wolff

Features

o VZ

"The Voice" of Independent Agents since 1934

IIANM’s 2013 Company Partners

04

IIANM’s Southern Seminar, 15 Hours of Continuing Education

05

Final Details Released on PPACA Wellness Program

07

In Environmental Liability, One Size Doesn’t Fit All

08

Tools You Can Use (QR Codes)

10

P&C Insurers Turn Rare Underwriting Profit

14

IIANM’s Convention Agenda

15

Five Tips for Effective E-mail Prospecting

17

Marketing Tactics the Connected Generation Can’t Resist

18

The Real Value of a Renter’s Policy

20

Don’t Let TXTing Create an E&O Wreck

23

Voluntary E&O Payments

24

In Every Issue Tech Talk

12

July's Clickable Calendar

26

Odds n Ends

27

Advertiser Index Acuity Burns & Wilcox

10

Back Cover

Litchfield Special Risks

21

Vice-Chair Diana Hobbs

Market Finders, Inc.

16

Secretary/Treasurer Gabe Portillo

New Mexico Mutual

02

Philadelphia Insurance Companies

15

Risk Placement Services (RPS)

06

National Director Sam Conlee Immediate Past Chair Scott Jones

Mountain States Insurance Group

22

The companies listed below have made a commitment to support the strongest agents' association in New Mexco. In turn, as members, please show your thanks by utilizing their varied products and services!

Become a Partner!

We invite companies to experience the networking, recruiting and branding opportunities presented by becoming an IIANM Corporate Partner.

Our Associate's Partnership Program puts supporters front and center in a meaningful and memorable fashion.

Click here for more info!

15 H ou of C rs E

Day Two: Lunch on your own (12:00-1:00pm)

!

M N , s e c u r C s La During lunch on the first day, we will also be hosting a Town Hall Meeting.

If you are not attending our Southern Seminar, please join us by clicking the ‘easy button’ below to register for the Town Hall Meeting:

Topics at the Town Hall will include changes in the Insurance Division and new legislation that will affect your agency. We will also introduce improvements we are considering at the Association office and will ask for your feedback.

It is our goal at IIANM to be your “easy button” by ensuring we understand your problems and help SOLVE them!

How Much: FREE. There will be $25 reservation fee that is completely refunded upon

signing in and participating at the event. We want to encourage as much participation as possible!

Agenda: 11:30a Lunch is Served / 11:45a Program Begins / 1:00p Meeting Adjourned Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Page 5

Representing some of the most financially strong and innovative insurance companies in the specialty marketplace

“FINDING MARKETS FOR THE AGENTS OF NEW MEXICO SINCE 1977” WE THANK YOU FOR YOUR BUSINESS!!

Top-Tier Markets For:

Commercial / Public Auto General Liability Property / Vacants Garage / Dealers Liquor Liability Special Events Inland Marine Directors & Officers Liability Professional Liability / E&O Commercial Umbrella Watercraft / Motorcycles / ATVs Personal Umbrellas Homeowners Mobile Homes Dwelling Fire / Vacants New Mexico’s Locally Owned Managing General Agency

ESTABLISHED IN 1977

Market Finders, Inc. 5201F Venice Ave NE - P.O. Box 90280 Albuquerque, NM 87199-0280 (800) 530-8711 (505) 822-8711 Fax: (505) 822-1165 www.marketfindersnm.com

Final Details Released on PPACA Wellness Program by Ryan Young This week the U.S. Departments of Health and Human Services, Labor and Treasury issued final rules on employerbased wellness programs under the Patient Protection and Affordable Care Act (PPACA).

Rules are effective for plan years beginning Jan. 1, 2014.

The rules allow employer health plans to incentivize employees to improve their health, thereby reducing health care costs, through a variety of methods.

They outline “participatory wellness programs,” which include reimbursement for gym memberships and attendance at health care seminars.

These would be available no matter an individual’s health status.

Also included in the rules are standards for “health-contingent wellness programs,” which incentivize individuals to quit or cut down on tobacco use, lose weight or decrease

cholesterol levels. Regulators attempted to strike a balance in this portion of the rules between allowing employers and insurers to implement custom wellness programs, while attempting to protect individuals from “unfair underwriting practices.”

According to HHS, the programs are required to be “reasonably designed,” be uniformly available to all similarly situated individuals, and take into account recommendations made by an individual’s physician.

The rules will be officially published in the Federal Register tomorrow, and take effect for plans years beginning on or after Jan.1, 2014.

Ryan Young is Big “I” senior director of federal government affairs.

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Page 7

In Environmental Liability, Insurance carriers offer insight on pricing, coverage trends and selling the insurance.

Selling insurance is anything but simple in the environmental liability world.

by Ron Lent, IA markets editor tal liability as “a bastion of specialty markets, not standard markets.” With this in mind, Nozko, Wilkins and Susavidge have recommendations for agents who want to place business.

You’ll find ample capacity with a growing number of carriers in the volatile marketplace, and as a rule of thumb, pricing hasn’t gone up all that much. But don’t expect standard market or specialty carrier underwriters to aggressively market to you.

Pricing and Other Considerations Pollution liability isn’t a one-size-fits-all-type of coverage.

Mary Ann Susavidge of XL Group says there are various monoline pollution liability coverages, such as site-specific pollution liability, contractors pollution liability, contractors pollution and professional liability, real estate lenders liability, and a combined pollution and general liability protection.

Jim Wilkins of Beazley says: “In general, rates have been flat, although some have seen modest increases of 2%-5% or so, but not much more.”

He says he considers several market conditions when talking about the relative stability of pricing.

“The pricing picture reflects a competitive market and excess capacity, with at least 40 companies offering some sort of environmental product,” Wilkins adds.

Not that long ago, there weren’t nearly as many environmental liability markets, says Josh Chassman, senior vice president and casualty broker of CRC|Crump.

“About 10 years ago, there were only about 10 companies writing this specialty business, but now there are [a lot more],” he says. “It’s become a very profitable business that more insurers are capitalizing on the opportunity to serve.”

So, who’s competitive in the marketplace?

ACSTAR President Henry Nozko Jr. points to environmenPage 8

Nozko says producers “need to understand the nuances of what a given specialty market writes.” For example, he notes that ACSTAR writes closure and environmental cleanup bonds, no longer writes environmental liability. Nozko urges agents to determine if an account needs insurance or bonds.

“It could be either or even both,” he adds.

In addition, to attract a carrier, Wilkins says, “An agent needs to have a consistent flow of qualified business and not just one account.” The types of desirable accounts include heavy industrial, manufacturing, warehousing, distribution, health care and residential.

“All have pollution exposures,” Wilkins says. “Dealing with various property accounts, and depending on the makeup of the portfolio or book of business, agents have a great opportunity to communicate exposures and cross-sell pollution and other coverages to better serve overall account needs.”

Susavidge, XL’s chief underwriting officer for environmental liability, urges producers to take a hard look at environmental liability markets, and consider various aspects in the process. She says they should “find out a company’s overall financial strength, longevity in the environmental marketplace (some come and go); and the experience of the underwriting staff. You want to go with a company that has specialized underwriting expertise,” she adds.

In addition, she also says producers should “look at companies with claims and risk control staffs that understand this type of volatile business.”

Coverage Developments Pollution liability’s had been too costly for small companies, but that’s changing—Nozko says that incidental pollution coverage is reasonably priced.

He adds he’s seen incidental pollution protection costing “as little as $2,000 or $3,000 for, say, $250,000 to $500,000 in coverage. Incidental pollution liability can be arranged as an add-on or written monoline.”

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

What’s Ahead

Sell More Environmental Liability

While XL’s Susavidge and Zurich North America’s Debra Hausser can’t predict the future of environmental liability, they have some expectations on what lies ahead.

Environmental liability sales can hinge on how well an agent or broker understands this volatile specialty business.

Susavidge suggests that producers consider the commercial real estate industry.

“It’s growing again in a revitalized economy,” Susavidge says. She notes “there’s a growing need for site-specific liability and real estate lenders liability to mitigate liability exposures” of a property owner.

Meanwhile, Hausser says she foresees “new entrants in the marketplace for lender environmental insurance,” which can be arranged on a surplus lines basis.

On coverage specifics, Hausser says: “The standard policy form provides collateral value protection in the event of a default and a pollution event by making a claim payment of the lesser of the outstanding loan balance or cleanup costs.”

She indicates the policy also presents protection for firstparty cleanup on owned (REO) properties and third-party bodily injury and property damage coverage including defense costs.

If your agency doesn’t all the ins and outs of environmental liability, access external environmental underwriting expertise, Wilkins says, pointing to possible legal ramifications for an agent or broker.

Your clients “may or may not realize they have environmental liability exposures,” he says. “Not knowing your client’s business and insurance needs, and not recommending suitable environmental liability protection could impact an agent’s E&O policy.”

“If a pollution incident occurs and the client was not informed, he or she might have a pollution exposure; the client could consider legal options,” Wilkins adds.

Nozko has a slightly different take: Agents and brokers should be sure clients realize that a standard general liability policy doesn’t cover environmental exposures.

“If they are educated about the exclusions, they might be more inclined to buy the coverage if made aware of their potential exposure, whether it’s a residential or commercial property,” he says.

Over 100 Speciality Niches, Exceptional Service, Rock Solid Financials...

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Why not put PHLY to work for you!

Some of the products offered by PHLY are as follows: • Amateur and Professional Sports • Sports Camps and Leagues • Private, Academic and Vocational Schools

• Religious Organizations/Churches • Non-Profit and Social Services • Cyber Security

800.873.4552 PHLY.com Philadelphia Insurance Companies is the marketing name for the insurance company subsidiaries of the Philadelphia Consolidated Holding Corp., a Member of the Tokio Marine Group.Coverage(s) described may not be available in all states and are subject to Underwriting and certain coverage(s) may be provided by a surplus lines insurer. Surplus lines insurers do notgenerally participate in state guaranty funds and insureds are therefore not protected by such funds. | © 2013 Philadelphia Consolidated Holding Corp., All Rights Reserved *Japanese GAAP basis. As of the year ended March 31, 2012. Exchange rate is as of March 31, 2012 $1= 82 Japanese Yen.

Tools You Can Use Best practices

Creating a QR code is simple - and free.

1. Choose a mobile deviceoptimized landing page

Enter “create QR code” in a search engine and choose from numerous vendors.

2. Shorten the destination URL to improve “scanability”

Generating your own code is instantaneous.

4. Provide instructions near the code

3. Test the code before publishing

5. Make the scan worth their while

Quick Response (QR) Code SOURCE: IA&B of Pennsylvania Scan to “Like” IIANM on Facebook

Snail mail 2.0 Bring your print newsletter into the 21st Century. Place a QR code at the end of an article to link readers to a page on your website that offers more information on the topic — and an explanation of related insurance products.

QR

(or quick response) codes are showing up every where - on milk cartons and business cards, in bus shelters and instruction manuals, on museum exhibits and sporting-event tickets... even on Facebook headquarters’ rooftop.

So what are these mysterious barcodes and what could they mean for your agency?

First developed in the early ‘90s to track vehicles during manufacturing, the two-dimensional codes are now common in advertising and packaging.

Smart phone users download an app that allows them to scan the QR code, which typically incudes a hyperlink sending them to a designated Web page.

QR (or quick response) codes are showing up everywhere.

So what could they mean for your agency?

The possibilities are endless....

Meet and greet Make sure new connections stick. Add a QR code to your business cards. With a simple scan, your contact information can be added directly to a cell phone’s electronic address book.

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Sign of the times Take advantage of foot traffic. An agency office in town, near a shopping or residential district, or in a business park might as well capitalize on passersby. A QR code on outdoor signage can link these potential clients to a Web page or video inviting them to stop in next time they walk by and touting the benefits of having a local, independent insurance agent.

Ad add-on Make your print advertisement interactive. Add a QR code that links scanners to a Web page that hosts a simple video introducing your agency and describing why they should do business with you.

Cut loose Prove that insurance can be fun. Vendors are eagerly awaiting your unconventional requests to imbed QR codes on chocolate bars, T-shirts, temporary tattoos and more.

The next time your agency participates in a charity or community event, try sharing or wearing items with a QR code that links to your agency’s Facebook page. Or send scanners to a Web page listing the top 10 reasons (some lighthearted and tongue-in-cheek, of course) to do business with your agency.

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

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Steve

Anderson.com by, Steve Anderson (Always feel free to email me with comments, new ideas or products that have worked for you.

I will check them out and spread the word!)

Interoffice Instant Messaging supported. The only exception to this is that occasionally Trillian will place a message in your chat dialogue that urges an upgrade to Trillian Pro. “Additionally, they provided us the features for voice and video chat as well as file transfers between users that we had grown accustomed to with Windows Live Messenger.

I recently received a question from George Patterson at Williamson Insurance Service of Zanesville about an instant messaging service for their offices.

George said, “In years past, our company has utilized Microsoft Live Messenger for communicating with our branches and interoffice. Recently, MS compelled all users of this service to update their software to Skype. This did not pan out for us and prompted us to look for other solutions. We even looked into Microsoft Lync to gain back the functionality that we had with Live Messenger but, alas, this program does not work on anything prior to Windows 7 and we still have several XP machines in the office.

“Can you recommend a good instant messaging service (free or paid) that has the capability for messaging, voice and video chat, and file transfer between users?”

In the past, I have talked about how to use instant messaging on your website as a communication option for prospects and clients.

“Thinking forward, we liked the fact that we have the option to upgrade to the paid version and manage all users’ Trillian accounts with a group policy console. This will make my life considerably easier as this task falls to me. We also actively monitor our Facebook page, including the chats that occur. The ability to incorporate this chat feed into the Trillian program was appealing. (It is worth noting that Digsby and AOL Instant Messenger had this same feature.)

“Although I have not explored it yet, it also has a feature to associate email accounts to give you new email notifications within the Trillian program.

“Trillian to me appears to be a very robust and consolidated communication tool. It is something that I would have no problem recommending to others. If there is anything that I did not answer for you or if you have any additional questions, please let me know.”

These are the options I provided to Patterson for their interoffice communications: • • • •

Trillian Digsby Google Talk (now Google Hangouts) Yammer

I asked George to let me know what they decided to use.

Here are his comments: “We opted for Trillian due in large part to its user interface.

It is very clean and well laid out with excellent new message notifications. We also like the fact that it is not ad

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Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Quickly Find Information on a Web Page There are often times when you are looking for a specific piece of information located on a website page. If the page is long you can spend quite a bit of time scrolling down the page looking for that one piece of information. It is time consuming and you just might miss it.

Send Website Pages to Kindle Reader Amazon recently released an update to its “Send to Kindle” feature where anyone with a Kindle device and supported Kindle reading applications can send documents to their device to read later. This functionality has been available for a while as a browser plugin and a desktop application.

The update allows any website to add this functionality.

The new button is specifically designed to allow website publishers (that would be you) to add this feature alongside of other social platform services. The Send to Kindle Button is a free widget that is easily embedded on websites and as a WordPress plugin.

The button allows a website visitor to click on the button and send and save your articles for reading later. The Amazon service is an alternative to other third-party services such as Pocket (formerly Read it Later) and Instapaper.

The Send to Kindle button should be located next to the icons for social plug-ins such as Facebook and Twitter, and may be at the top, bottom or side of the page. It is a simple process for users to add to their device.

1. The first time a user clicks the Send to Kindle button they will be prompted by a dialog box to sign in to their Amazon account. They should ensure that pop-ups are enabled on their browser, or they won't be able to see the dialog box and sign in.

Each browser has a “Find” feature that works just like the search feature in Word, saving you time and frustration.

Using Your Browser's Find Feature Each browser approaches how it implements this search capability just a little bit differently. The information below explains how to use the find feature in a few of the most popular web browsers. (Note: Typing Command-F on a Mac will get you the same results when searching for text.)

Internet Explorer, Google Chrome, Firefox & Safari are all very similar: 1. Navigate to a web page where you would like to perform the search.

2. Type the keyboard short CTRL-F (Find).

3. Enter the term you want to search for in the search bar box and hit your Return button.

4. The browser will highlight all matches to your search in yellow and the first occurrence will be in white. It will also tell you how many matches it found on the page.

By hitting your Return button again, or clicking on Next, it will advance you to the next occurrence.

Each browser also has options to “match case.” This allows you to only see results that match exactly the term you type in the search box.

It is amazing how much time this little shortcut can save you when looking for specific information on a web page.

2. The user will then select which device(s) they want to receive the content. They can also archive the content in their Kindle Library.

3. Next, they will select Preview to check the formatting, and click Send.

After the initial login, a user will be able to send content to their Kindle Library wherever they see the button around the Web. Adding this Send To Kindle button on your agency website just adds another option for your visitors to capture your articles so they can read them later. This type of content and education marketing is an important element to mastering your Internet presence.

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

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P&C Insurers Turn Rare Underwriting With carriers aiming for premium growth, agents can target the contracting, energy and health sectors.

by Victoria Goff, IA senior editor Property-casualty insurers remain financially strong, earning a rare underwriting profit in the first quarter of 2013 for only the 17th quarter in 27 years, new industry data shows.

Overall, P&C insurers netted $14.4 billion in income after taxes for the first quarter of 2013, which ended March 31, according to a report released this week by ISO, the Property Casualty Insurers Association of America and the Insurance Information Institute. The amount represents a roughly 40% spike from the $10.2 billion posted during the same period a year earlier.

For underwriting alone in this year’s first quarter, insurance companies earned a $4.6-billion profit, marking the first net gain since the fourth quarter of 2009, according to the report. Since 1986, insurers have only profited on underwriting in 17 of 109 quarters and have cumulatively lost $407.7 billion on underwriting over the past 27 years.

Underwriting profits “need to become more common,” says I.I.I. President Bob Hartwig, who also spoke about firstquarter P&C results this week at an Independent Insurance Agents & Brokers of Louisiana event. “In the current depressed interest rate environment, more of insurers’ earnings have to come from premium—from the underwriting side of the equation than from the investment side.”

• Prior-year reserve releases: Prior-year claims reserves were $5.6 million in the first quarter, up from $3.9 billion during the same period in the previous year.

Hartwig attributes the favorable development, in part, to lower-than-expected claims costs for Superstorm Sandy, which occurred in the preceding fourth quarter of 2012.

• Lower catastrophe losses: Insured losses totaled $2.6 billion in the first quarter of 2013, dropping $1 million from the $3.6 billion posted during the same period in 2012, according to the report. Still, first quarter 2013 insured catastrophe losses were slightly above the 10year quarterly average of $2.4 billion.

Second-quarter disasters—including the Moore, Okla., tornado in May and the Colorado wildfires in June - are expected to boost insured catastrophe losses to $8.1 billion for the first half of the year through June 30, Hartwig says.

But he says he anticipates the industry will be profitable for the first half of 2013—though he cautions it’s difficult to predict end-of-year results because disaster losses typically mount during the height of hurricane season in the third quarter, which ends Sept. 30.

Despite insurers’ years-long challenges with low-interest rates, the report says underwriting profits were bolstered by:

In light of economic challenges, insurance companies are looking to expand premiums, especially in the contracting, energy and health sectors, which are poised for growth, Hartwig adds.

• Premium growth: Net written premiums rose 4.1% during this year’s first quarter, which was the “12th consecutive quarter of growth and the longest continuous period of growth in nearly a decade,” according to Hartwig’s analysis of the results.

“For agents, they should know that, by and large…carriers are strong,” Hartwig says. “Carriers also understand the economy overall is still somewhat rocky and are certainly looking for areas where they can perhaps see stronger growth.”

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Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Join us for our Annual Convention!

September 18 & 19, 2013 Sandia Resort & Casino Full Registration includes: Lunch with Marketing Guru, Steve McKee; Business Strategy Breakout Sessions; MEGA TradeShow with Chairman's Block Party; Pool Party; Past Chair Reception; Dinner & Entertainment

Tentative Schedule: Day 1 - Wednesday, September 18 9:00 am 10:00 am 11:30 am 1:00 - 4:00 pm

4:00 - 7:30 pm

Young Agents Meeting IIANM Board Meeting Chairman’s Luncheon (Co of the Year Award Ceremony) Breakouts: • The Power of We: Us vs Them • Uniquely You: Creating Corporate Charisma • Inspiring Action: Converting Your Qualities to Cash Mega TradeShow & Block Party

Day 2 - Thursday, September 19 8:00 am 6:00 pm 7:00 pm

Golf Tournament Past Chair Reception & Induction Dinner & Entertainment

Have u heard the latest about ACUITY ?

YES! Every1 is talking about them : )

See what they’re saying at: www.acuity.com

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For All That Matters facebook.com/acuitywow Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

5 Tips for Effective E-mail Prospecting E-mail prospecting is much more popular these days and is fast becoming an effective tool for finding leads.

The problem is that very few people do it effectively. The five tips below will ensure your e-mails have the best chance of being read and acted upon.

by John Chapin

Five Ideas to Make Your E-mail Prospecting Pay Off

1

) Understand the three-to-seven-second rule.

You only have three to seven seconds to catch someone’s attention with an e-mail. Most people are looking to delete your e-mail as quickly as possible because they are busier than ever these days. A quick check of the “from” email address and the subject line is all it takes to determine whether to keep or delete your e-mail. If neither of those strike an “interest” chord, you’re e-mail is gone. Even if you pass that initial check, you have to continue to pique the prospect’s interest at least every seven seconds to keep from being deleted.

2

) Have an effective subject line.

If you have any leverage such as the name of a referral, or a company your prospect will recognize, use it. For example, your subject line might read, “Jim Jones suggested I contact you”, or, “We’re saving ABC Trucking Company 21.6% on truck/fleet insurance.”

If you don’t have any names to drop, lead with your primary benefit. For example, “We’re saving trucking companies 21.6% on truck/fleet insurance.”

3) Your e-mail should be short, simple, and to-the-point.

The fewer words you can use to get your point across, the better. At most you want three or four lines with 15 to 25 words each. If your e-mail looks too long or too involved, people won’t read it, even if they are interested. At best they will save it for later, however, in 87% of the cases they will not get back to it. Again, you are writing to superbusy people trying to get through e-mails as quickly as possible.

4) Don’t expect one-and-done.

It is extremely rare that a prospect will respond to you after one e-mail. Generally speaking, you must reach out to a prospect at least nine times before your name starts to stick with them and you build some credibility.

To be most effective, combine your e-mails with other forms of communication. The most successful combina-

tion is: e-mail, phone calls, and physical letters. If possible, it’s also a great idea to stop by in-person. Follow-up on the original e-mail is crucial.

5) Speak professionally and intelligently in your e-mails.

Write your e-mails as if you are writing a professional letter to someone. Make sure that spelling and grammar are correct and don’t use abbreviations other than the standard accepted ones. Use black and white print and standard text, no fancy colors or backgrounds. Also, speak intelligently in your e-mail. Let the prospect know that you know your business and that you understand them, their concerns, and their issues.

Note: While it’s okay to use a link to an article, white paper, and the like, do not include any attachments in your emails. People are very wary of attachments also, attachments tend to get hung up in spam filters.

The following is an example of a good e-mail: Subject: Jim Jones suggested I call you Hi Cindy, We’ve been saving Jim an average of 21.6% on his truck/ fleet insurance per year over the past three years.

All I need is ten minutes to see if we can do the same for you. I will follow up with a phone call on Thursday or, of course, you can simply reply to this e-mail or call me at 1-800-123-4567.

Thank you Cindy, my best, John Chapin If you would like access to John's free monthly newsletter and a white paper on what it takes to be successful in sales, you can visit John's website at www. completeselling.com Have a sales question? E-mail John at johnchapin@completeselling.com John Chapin’s specialty is helping salespeople and sales teams double sales in 12 months. He is an award-winning sales speaker, trainer and coach, a number one sales rep in three industries, and the primary author of the gold-medal winning "Sales Encyclopedia". In his 24 years of sales, customer service and management

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Page 17

Marketing Tactics the Connected Generation Can’t Resist At each of the last three presentations I’ve given on content marketing an audience member has raised their hand and asked the exact same question:

“How do we market to Generation Y?” This question is always prefaced by some stat or idea regarding Gen Y’s disinterest in building relationships or a personal connection with the people and brands they do business with. I’ve found this to be a very common perception about the habits of the Generation Y consumer with mid- and small-business owners Now if we believe that Generation Y is truly not interested in building relationships or finds no value in a personal connection with the brands they do business with then this would be a huge problem. Fortunately for us I think the idea that Generation Y isn’t interested in building relationships with the brands they do business with is complete crap.

What these audience members were really asking is: “I have no idea how to harness content marketing or social media and the idea that an entire generation of consumers are using these tools scares the crap out of me… What am I supposed to do?”

Now this is a question we can work with. This version is more honest and represents a solvable problem. Here’s the solution…

WHY GENERATION Y DOESN’T EXIST I’m a member of Generation Y, and most of my friends are too. I can tell you, with conviction, that the consumers of Generation Y are starving for deep relationships and personal connections with the brands they do business with, but then you would also have to believe that Generation Y exists. I do not. Not as a marketer at least.

As a marketer there is no such grouping of people as Generation Y, Millennials, Generation X or even the Baby Boomers for that matter. As a marketer, especially a marketer whose expertise is content marketing, these generational groupings have no bearing on how we position our value message.

Today there are only two generations: • The Connected Generation, defined as individuals willing and open to communications, building relationships and ultimately make buying decisions based on digital content and interactions.

Page 18

by Ryan Hanley

• The Unconnected Generation is everyone else. Common requirements of Unconnected Generation consumers is the necessity for in-person transactions, unwillingness to communicate via email or other digital tools and general skepticism about the Internet.

Nowhere in these two generations is there any defining characteristic based on the year a person was born. According to Socialnomics, the fastest growing population on Facebook is 45-55 year olds with almost 55 percent of this population now active users on Facebook. That’s elder Generation X, younger Baby Boomers… They shouldn’t be on Facebook? They should be reading the newspaper, listening the radio and waiting for the postman to drop off the day’s mail.

Isn’t that the characterization we lay upon this population? The only way to explain the fact that this grouping of consumers is the fastest growing on Facebook is that age doesn’t matter when it comes to digital adoption.

You either communicate, build relationships and make buying decisions online and are thus part of the Connected Generation or you do not… whether you’re 17, 37 or 67 makes no difference.

MARKETING TO THE CONNECTED GENERATION We know how to market to the Unconnected Generation already. All the traditional marketing techniques used by businesses for hundreds of years work on the Unconnected Generation: • Cold calls • Referrals • Newspaper advertisements • TV commercials • Radio ads • Billboards • Direct mail

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

struggling and learning it took to achieve our expertise, success becoming more attainable to our audience, and we’ve positioned ourselves to be a resource.

3. Rich Media The Connected Generation wants to build deeper connections with the brands they follow and do business with online. A stock photo stolen from Google Images and 450 words of text can only do so much to build relationships. To take relationships deeper our content needs to move past text to audio, video and slideshows.

Consider adding: • YouTube videos • A podcast • Slideshare presentation These types of larger works (throw quality eBooks in the mix as well) show dedication and commitment to your work, a trait the Connected Generation is looking for.

4. Social Proof These are just a few of the traditional “interruption-style” marketing efforts that are crucial to attracting the Unconnected Generation. Again it doesn’t matter the age, consumers who don’t leverage the Internet are unaware of the products and services available in the market unless their life is interrupted with advertisements or unsolicited phone calls.

But this isn’t a guide to marketing to the Unconnected Generation, we already know how to do that.

HERE ARE THE FIVE CONTENT MARKETING TACTICS THE CONNECTED GENERATION CAN’T RESIST: 1. Intimacy The Connected Generation wants to know that there is a human being behind our brand. Building intimacy into our content marketing strategy is actually very easy, just interject a bit of your personal life. You have kids? Mention them. You like the Buffalo Bills? Describe your sorrow. You do homemade taxidermy? Weird, but I’m sure there are some interesting stories.

The point is, a little bit of personality, a little bit of behind the scenes, a little bit of who you are as a person builds intimacy with readers and the deeper relationship the Connected Generation is looking for.

2. Vulnerability / Humility Failure can often be our most powerful content marketing tool. The ability to admit the mistakes we make and help others learn from those experiences shows vulnerability and humility. The authority we’re trying to convey through content marketing loses value if we can’t admit and be honest about failure. No one believes we are perfect and by showing vulnerability and humility we disarm our audience.

When we step off our soapbox and discuss the years of

Not every piece of content with value to your business will be created by you. Testimonials, recommendations and reviews are the Connected Generation referral. The testimonials, recommendations and reviews you collect on your own website as well as on review sites Google Local and Yelp are vital to convincing the Connected Generation your business is legitimate and trustworthy.

This is called social proof and its a must-have component in marketing to the Connected Generation.

5. Feedback Comments and customer feedback are vital content marketing tools as they provide a completely different, yet equally powerful form of social proof. Comments happen on your blog, on social media outposts like Facebook, Twitter, LinkedIn and Google+ and through email marketing.

Comments are truly where the magic happens in content marketing. Comments are the conversation that used to happen solely across a desk. When the Connected Generation is willing to comment and have conversations with a brand it shows engagement, and the brands they’re engaged with, they do business with.

THE RUB The Connected Generation needs a completely different form of content marketing than we’re used to as marketers.

The Connected Generation is searching to build relationships through the content they consume.

By transforming our content marketing tactics we can develop a strategy that Connected Generation consumers cannot resist. Thank you, and good luck.

For more information like this, subscribe to Ryan’s blog, Content Warfare, at www.ryanhanley.com Join us for our Business Strategy Sessions at Convention!

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Page 19

The Real Value of a Renter’s Policy ulty

VU Fac

(& Expert Advice) Virtual University’s Ask an Expert

While "expert" sites are proliferating on the net, it pays to get advice from real subject experts.

Below is a question and answer provided at a well-known consumer insurance web site.

Compare their response to the question to that of some of our faculty.

"I was a renter in the same residence for nine years, and had an accidental fire which severely damaged one room. Not only did our landlords ask us to leave, but now their insurance company is coming after us for the claim. (We received none of this money, by the way.) We did not have renters insurance, which I am being led to believe would not have covered the dwelling, only the contents or my personal belongings. I have never heard of this, and I haven't recovered from my own losses. What are my rights and what can I do to stop this?"

You're right in believing that renters insurance only would have covered your personal belongings.

Insurance for the structural space you are living in should be covered under your landlord's policy.

Even if your landlord has not purchased landlords insurance, this does not mean that liability lies with you. According to [Here the site names an insurance company that shall remain anonymous (despite their indirect connection to Peter Sellers) because we can't believe that someone there actually said this. - Ed.], the fact that you do not own the property means that you are not legally liable for damage done to it. You should ask your landlord's company to give you the rule in writing that allows them to come after you for payment.

Disclaimer: We are consumer journalists, not financial planners or insurance brokers. So, while we try our best to answer your questions, nothing we say should be interpreted as a recommendation to buy or sell any insurance product, or to provide other financial or legal advice.

To quote Perry White of the Daily Planet, "Great Caesar's ghost!!!" Imagine the potential liability of an insurance agent if he/she gave this kind of advice! They have a disclaimer (see above) that they are only consumer journalists...if so, why not stick to consumer issues as opposed to technical advice? Makes you wonder if some states would prohibit this as an unlicensed activity...either insurance or law. In any case, several of our faculty members couldn't resist writing to the "journalist." Below are their emails (edited so as not to violate any community Page 20

decency standards)...note that the last one reveals a critical renter's policy coverage that's often overlooked.

It's clearly possible that if she FACULTY RESPONSE had purchased a homeowners (renters) policy on her belongings, the policy would have also responded for the structural damage caused in the fire. If she had been negligent in causing the fire, perhaps by way of allowing an unattended pan of grease to cause the fire, then she would in most cases be deemed to have been negligent and the "renters" policy would respond for the subrogation papers the insurance company has sent her. Clearly, the insurance company covering the building feels there is some negligence on the part of the tenant by way of "coming after her," as the article states. Even if she is not negligent in the fire a renter's policy would DEFEND her in the claim and defense costs alone can easily bankrupt many apartment dwellers.

When I lived in an apartment over 30 years ago, a tenant in another building on the complex left an unattended charcoal grill he had just started to answer the phone.

After 20 minutes on the phone, he noticed an "orange glow" coming from his living room and smelled smoke. His grill had caught the balcony upstairs on fire, spread to the roof eaves, and shot down an un-firestopped attic space.

To make a long story short, the entire 16-unit apartment building was a total loss, along with the contents of all 16 tenants, none of which (according to local news accounts) had any renters insurance. The tenant soon discovered that he was responsible for the destruction of a $600,000 apartment building and all of the tenant contents. He was fortunate no one was hurt.

Since an HO-4 policy typically includes just $100,000 in liability coverage (some "renter's" policies only include $25,000 coverage), this illustrates why someone living in a multiple-unit building like an apartment or condominium unit has a great need for a personal umbrella policy in an amount at least equal to the cost to replace the building and all of its estimated contents values.

Your statement of "You're right in believing that renters

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

insurance only would have covered your personal belongings" is not correct and would lead one to believe that a "renter's policy" ONLY covers personal belongings, which is certainly not the case. Liability and defense coverages are some of the most valuable coverage provided in the typical "renter's insurance" policy.

I was very disappointed in the reply made in your Q&A column of June 23, in regards to a renter who experienced fire damage to both her personal property and the landlord's building. The reply indicated that damage to the landlord's building was not covered by a renter's policy. Actually, the industry-standard renter's policy ("HO-4") does have coverage under the Section II Liability provision for property damage to the property of others, if the insured (renter) is legally liable. There is specific coverage for what the insurance industry refers to as "fire legal liability." That is, if the tenant causes fire damage to the landlord's building, the tenant's HO-4 renter's policy will cover the fire damage, up to the Section II limit of liability, usually $100,000.

FACULTY RESPONSE

Even if the landlord had insurance, that does not relieve the tenant of responsibility. After the landlord's insurer pays the claim, the insurer will seek recovery against any party which might have negligently caused the damage (known as "subrogation"). If the tenant's negligence caused the fire, the landlord's insurer will in all likelihood seek recovery from the tenant (whether or not the tenant has insurance).

However, if the landlord has waived subrogation against the tenant, his insurer cannot bring an action against the tenant.

It was also stated that a person isn't legally liable for damage to property if they don't own it. That is ridiculous! If someone hits your new car, would you expect that they aren't liable because they don't own it?? On the contrary, you would expect the negligent party to pay for the damage to your car, rather than your own insurance company.

That's pretty much how the landlord would feel. Overall, I do enjoy your web site.

First, a renter’s policy (commonly called an HO-4 Tenant’s Form) does, indeed, cover damage to the occupied unit, typically up to $100,000, under the Liability section of the policy. Normally, damage to property in your care, custody or control is not covered, but an exception is made for this and other situations.

FACULTY RESPONSE

In fact, when I have trained agents in the past, I often make the point that the best candidate for a personal umbrella policy is a renter or condo owner who can negligently burn down the building in which they reside, along with the contents of others...not to mention the potential liability for loss of life. It’s the liability insurance in a renter’s policy that is of the greatest value, not the meager coverage typically provided on personal belongings.

In addition, because apartment dwellings live in such close proximity, when it comes to potential claims for invasion of privacy or wrongful entry, they are even more likely candidates for personal injury protection than insureds who own their own single family residences. Accidentally walking into another apartment, entering because you heard something you thought was a call of distress, or being accused of being a “Peeping Tom” are all examples of where personal injury coverage, typically added by endorsement, can come in handy.

Second, with regard to the statement “According to [anonymous company], the fact that you do not own the property means that you are not legally liable for damage done to it. You should ask your landlord’s company to give you the rule in writing that allows them to come after you for payment.”...

I can’t believe that a [anonymous company] representative made this statement...most likely what he/she said was you usually cannot be held liable for damage to property you OWN, not property you do not own. As far as asking for the “rule” in writing that allows them to come after you, you’ll find that “rule” in every freshman law book in the country... it’s a fundamental legal principle that you have the right to recover for damages negligently caused to you or your property.

So, the landlord’s insurance company, under the right (by common law or contract) of subrogation, has every legal recourse against the tortfeasor as does the landlord. Most commercial property policies, though, allow the landlord to waive this right...so, ultimately, it’s up to the landlord as to whether the insurer can pursue this claim. The way this works in most cases is that the landlord’s property insurer pays for the damages, then subrogates for recovery from the negligent person’s liability insurer.

The response in this article is completely inaccurate and a disservice to those who view it. Even though you have a disclaimer on the page, I suspect it would be in the best interest of [web site] to remove or revise this article. I hope you will take this “criticism” in the spirit in which it was intended...to give notice that you have content with factual errors in order for you to be able to better serve your visitors and avoid any liability that may be incurred.

If I or any of our expert faculty can be of assistance to you in the future, please feel free to let me know. [Web site] is an excellent site for its intended audience but, like all of us, we’re not perfect and we can make mistakes. I hope this information helps.

Click here to read a Related Court Case and Commentary.

(You must sign in to view the full article. E-mail rachel@iianm.org if you need your log-in information.)

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Don’t Let Txting Create an E&O Wreck

OMG! Distracted driving continues to be a serious issue

at both the state and national levels.

Text messaging while driving is a primary distraction and can have the same effect as driving while intoxicated when it comes to increasing the chances of an accident while behind the wheel. Your agency may be thinking about texting and its effects on the risk exposure of your commercial and personal auto policyholders, but have you ever stopped to think about how text messaging may be affecting your agency’s E&O exposure? Think about it now, before you wind up with an E&O wreck on your hands.

The ways agencies communicate with their customers and carriers in today’s fast-paced world continue to change.

Phone, fax, e-mail, websites, blogs, social media websites, Twitter accounts and texting are all vehicles of communication. Is your agency staff texting customers or carriers?

If so, what information and for what purposes? Text messaging could be used by agency staff to maintain customer relationships, communicate and gather relevant information or bind or modify coverage. In fact, it may even be your customers’ preference to communicate with the agency via text message because of the convenience. But does your agency have existing procedures to address texting and have a consistent policy for how agency personnel should handle both incoming and outgoing texts? Here are some things to think about when it comes to utilizing texting in the agency: Create an agency policy on texting. Does your agency have a written procedure for how texts should be handled?

The procedure should be thorough with clear standards for all agency staff. It should cover how texting can be used with both customers and carriers. If you don’t have any procedural guidelines in place, sit down with agency staff and talk about who is texting and how it’s being used for business purposes. Also, consider any nuances with agency staff texting from personal phones versus agency-provided phones.

File documentation of texts. Should an E&O claim arise against the agency, the No. 1 tool for a defense is going to be documentation in the customer fi le. E&O claims are often the customer’s word against the agent’s, and well-documented files can be the difference between winning and losing.

Text messages to and from both customers and carriers can serve as vital documentation. That’s right—carriers!

E&O claims from carriers against agents continue to rise.

Important file documentation includes offers and declinations of coverage, information for the application, changes to the policy or limits, carriers’ permission to bind, declina-

Keep it Professional OMG, BRT, OOTO, CYE and LMK

(Oh my God, be right there, out of the office, check your email and let me know) are all commonly used texting abbreviations. To say that texting is a more relaxed form of communication is an understatement. Don’t let employees fall into this trap if the agency is using texts to communicate with customers. Communication should stay professional and clear to both parties. Ambiguity is not the agency’s friend in defending an E&O claim. When it comes to customer file documentation in the agency management system, just like all documentation, it should adhere to the agency’s standard input procedures so that all employees can reconstruct the conversation, the action taken and any additional follow-up required. ~D.H. tions to offer terms and midterm change requests. The author of the text, along with date, time and summary of the text should be in the customer’s fi le in the agency management system. Remember, the ability to provide optimal customer service relies on all agency staff knowing what has been discussed with the customer. A disciplined approach to documentation is extremely important.

With so many ways to communicate with customers and carriers, it is important to understand what agency staff is doing. Valuable customer documentation that could help defend the agency should an E&O claim occur could be getting lost in the form of text messages. If your agency has never thought about texting or doesn’t have written guidelines for using it, take the time to discuss the issue with agency staff and come up with a plan.

David Hulcher (david.hulcher@iiaba.net) is AVP of agency professional liability risk management for the Big “I” Professional Liability program, the largest national insurance agents E&O program in the country, insuring approximately two-thirds of all Big “I” members. He is focused on developing risk management information and tools to assist agents not only in avoiding E&O claims but also in improving general agency business practices and procedures.

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

Page 23

When a small, uncovered first-party loss is less than an agency’s E&O deductible, there is a temptation to pay the claim directly out of the agency’s own funds, without ever notifying the agency’s E&O carrier.

This practice, while expedient, is extremely dangerous. Here’s how it came back to haunt an agency....

Voluntary

E&O

Payments Author: Mike Edwards

E&O

claims are often substantial; some are huge.

Where there is a potential for a large E&O claim, every agency owner or manager knows instinctively to report the claim or potential claim immediately to the E&O carrier.

Following a brief inspection in the parking lot with the car’s owner, both agree that the damage is minor, and is not worth reporting to the police. Our insured gives the car’s owner his driver and insurance information, “just in case more damage is found later.”

However, where a small, first-party loss amounts to less than the agency’s E&O deductible, there is a temptation to pay the claim directly out of the agency’s own funds, without ever notifying the agency’s E&O carrier. The rationale is that in cases where the agency clearly dropped the ball, and a potential claim is less than the E&O deductible, it’s better to just pay the claim and save the embarrassment and trouble.

Upon returning home, our insured calls his agent to report the damage to his new car. When the insured’s file is pulled, the agency discovers to its horror and embarrassment that the new car was reported to the agency, but was never added to the policy. The file has an undated “stickynote” about the new car, but apparently no action was taken. The CSR has since left the agency.

This practice, while seemingly logical and expedient, is extremely dangerous. Every E&O expert advises against it. Here’s how it can come back to haunt the agency in the long run.

Two recent, true-to-life cases illustrate the dangers of paying small claims without reporting them.

Real case

The agency thus decides to pay the $950 collision claim to their insured’s new car.

Two months later, the insured brings in a large envelope from a law firm in the city where the accident took place. The owner of the car is alleging bodily injury from the accident.

#1

A Personal Auto insured is on vacation out of state. While pulling in to a fast-food restaurant, he dings a car in the parking lot. No one is in the car, so being a good citizen, the insured goes into the restaurant looking for the car’s owner.

Page 24

Since the new car was an additional auto and not a replacement auto, both physical damage and liability coverages are limited if not reported in time (30 days in the 1994 PAP, and 14 days in the 1998 PAP).

While the allegation is clearly fraudulent, since no one was in the car when our insured dinged it, the agency reports the potential claim to their E&O carrier. However, when the E&O carrier later discovers that the agency has already

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

paid the $950 first-party collision claim, they deny coverage and defense in the bodily injury allegation.

Real case

#2

Do you and your staff want to increase your technical expertise and customer service skills?

Earn the ACSR personal, commercial or life/health designations through The Institutes.

The insured is a residential contractor. His son recently joined the business, and until he can get established on his own, the son lives in one of the model homes.

The builder calls the agency to add coverage for the son’s personal belongings, which the builder estimates to be worth around $8,000. This includes an expensive DVD player and sound system, custom made guitar, laptop computer, and over 300 CDs. Five months later, a fire severely damages the model home.

When the builder reports the fire claim, the agency discovers that a former producer who handled the account had simply added an additional $8,000 to the Business Personal Property of the builder’s Commercial Property policy.

Realizing that an HO-4 should have been written instead, and with a $10,000 E&O deductible, the agency tells the builder that they made a mistake in how the son’s personal property was handled, and the agency will provide the coverage.

One month later, two lawsuits arise out of the claim. The first is by the son, who is disputing the value the insurer placed on his custom made guitar and CD collection. He is suing the agency for failing to write adequate coverage on his property.

Also, a bed-ridden neighbor who suffered serious smoke inhalation injury is suing the son. The fire investigation revealed that the cause of the fire was due to the son having had too many electrical items plugged into one outlet.

Since the agency had previously paid the fire claim on the son’s property, the agency’s E&O carrier refused the new claims and any defense.

While E&O policy language varies from one insurer to the other, the following provision is typical.

General Terms & Conditions.

I. Reporting and Notice. Insured’s duties in the event of a claim or any potential claim: A. The insured shall not, without our written consent, do any of the following: 1. Admit liability; 2. Participate in any settlement discussions nor enter into any settlement; or 3. Incur any costs or expense.

Clearly, when the agencies in these two cases paid small, first-party claims out of agency funds, they violated the provisions of their E&O policies. It is therefore extremely important that any and all claims or potential claims be reported immediately to the E&O carrier, regardless of size, and irrespective of how clear-cut the agency’s mistakes. In addition, no agency staff person should ever admit fault or liability to an insured, or anyone outside the agency, without advice from the E&O carrier.

Why ACSR? No annual dues No reaccreditation or mandatory update to maintain designation.

More concentrated study in your area - personal, commercial, or life and health.

Recognition by NAIW towards CPIW designation

ACSR's are better prepared with: - Increased product knowledge - Improved selling and account rounding skills - Enhanced productivity and confidence - Higher levels of professionalism and customer service Choose the ACSR designation that's right for you (only 5-6 courses): Personal Lines - Mod. 1 - Homeowners - Mod. 2 - Personal Automotive - Mod. 3 - Personal Lines Related Coverage - Mod. 4 - Agency E&O - Mod. 5 - Professional Development Commercial Lines - Mod. 6 - Commercial Property - Mod. 7 - Commercial Liability - Mod. 8 - Commercial Automobile - Mod. 9 - Commercial Lines Related Coverages - Mod. 4 - Agency E&O - Mod. 5 - Professional Development Life & Health - Mod. 10 - Life Insurance - Mod. 11 - Retirement Planning - Mod. 12 - Disability and Health Insurance - Mod. 4 - Agency E&O - Mod. 5 - Professional Development Click here for more information.

Independent Insurance Agents of New Mexico - www.iianm.org - * July 2013

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July 2013

Clickable Calendar

Click on class title to register Sunday

7

Monday

Tuesday

Wednesday

1

2

3

4

8

9

10

11

ACSR 7 Commercial Liability 8 CE 14

15

16

AAI 81A Principles of Insurance 8 CE 17

22

23

Friday 5

6

12

13

19

20

26

27

Office Office Closed Closed TOWNHALL MEETING

Saturday

Santa Fe

18 L&H Pre-Licensing Exam Review

P&C Pre-Licensing Exam Review

21

Thursday

24

25

15 CE Hours So Seminar Las Cruces, NM 28

29

30

31

IIANM’s Job Bank Looking to fill a position within your agency? Trying to find a job but don’t know where to look?

Whether you are looking for somewhere new to share your special skills or an employer looking for quality, professional employees, we are here to lend a helping hand.

Click here to take advantage of IIANM’s Job Bank.

Do you have an agency you’re trying to sell, or in the market to buy one? Check out our Classifieds!

The origins of Uncle Sam

On July 4, celebrations of Independence Day frequently feature the familiar image of Uncle Sam, complete with a beard, a top hat with stars on a blue band, red and white striped trousers, and a red bow tie.

Uncle Sam’s origin story is well known. A meat packer named Samuel Wilson supplied food for U.S. soldiers during the War of 1812. When someone asked what “U.S.” stood for on the boxes of provisions he was shipping, the joking answer was “Uncle Sam.” The name caught on.

The popular image of Uncle Sam comes from a painting by James Montgomery Flagg that was featured on the cover of Leslie’s Weekly magazine in 1916 with the caption, “What Are You Doing for Preparedness?”

Montgomery used a similar image for his iconic “I Want You” recruiting posters used during World Wars I and II.

National Ice Cream Month The hot days of summer are the perfect time to enjoy a dish, a cone, or anything else with ice cream. This commemorative month was designated by President Ronald Reagan, an ice cream lover himself, in 1984.

You only live once, but if you do it right, once is enough. ~Mae West

Anticipate objections in advance of every crucial conversation Before an important discussion with an employee, client, or anyone you hope to influence, planning your argument is vital. So is planning for what they’re going to say in return.

Don’t be caught off guard by a question or challenge you didn’t expect. Spend as much time preparing for responses as you do planning your own message.

What questions are they likely to ask? What information will they be looking for? How can you counter the most obvious objections? How will the person respond? What will he or she say?

How should you answer? The more important the conversation, the more time you should spend on anticipating responses.

10 things you shouldn’t leave in hot cars

When the sun beats down on your car, the temperature inside can climb fast. Besides kids and pets, there are other things you shouldn't leave inside your car. Click here to view.

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