Spotlight Magazine sample

SMART THINKING, REWARDED®

BRIANHAYDENSuccess is in the details

PROSPECTING GOLDAgents sharetheir best practices

Volume 2 , Issue 4

What does your office say about your business?

SMART THINKING, REWARDED®

WWW. AGENCY-SPOTLIGHT.COM | 3

4 LEADER OF THE PACK Shannon Smith, executive vice president, chief agencies

offi cer, Multiple Line, wraps up 2015 and shares good news for the company.

5 WHAT’S NEW? Extra! Extra! Read about everything from program updates to

help you in your day-to-day business to enhancements to our digital image.

8 PROSPECTING GOLD Agents Robert Edgin and Scott Kelly, both well known for their

prospecting ability, talk about their best practices.

10 YOUR VOICE We asked your fellow agents to share the steps they take to

help themselves get back on track during a slow period.

11 CLIENT RELATIONSHIP MANAGER Searching for a better way to manage new leads and data?

Looking to make the most of Web quotes and an easy way to import prospect lists? Find out what CRM can do for you.

14 FIRST IMPRESSIONS What does your offi ce say about you? We’ve got a few simple

tips to make sure clients see you as the business professional you are.

16 BEST OF THE BEST Check out the year-to-date production leaders.

17 FIVE QUESTIONS FOR ANDI PETROFF Petroff , an MLGA in Maryland, will be going “into the bush”

in Uganda in 2016. Find out why and learn more about her adventures.

18 BECOME MORE EFFECTIVE IN 2016 As the year comes to a close, take a moment to look back and

refl ect on how you can improve your management skills.

19 BETTER THE RECRUITING ODDS Learn from one of the best recruiters in the fi eld. MLGA George

Cuzalina, shares his philosophy on selecting candidates.

6 SUCCESS IS IN THE DETAILS Three-time Agent of the Year Brian Hayden

believes in providing a personal, professional and top-notch experience for every client. The Million Dollar Round Table member is well-known, not only for his bow-ties, but for his work ethic.

10 CRASH COURSE You have seen their dramatic videos with crash

test dummies and perhaps even bought a car based on their Top Saftey Picks award – now fi nd out how the Insurance Institute for Highway Safety can help your agency.

Happy Holidays

As 2015 draws to a close,we would like to take a moment to say thank you.

Your commitment to American National,and especially our clients, has helped us continue to grow

as a leader in the industry. It has been a privilege for us to serve you.

As we refl ect on the past year’s accomplishments, we know you are the reason our company

has continued to grow and prosper. Looking ahead, we remain resolved to provide

the best tools and products possible to help you succeed while striving to make our client

experience powerfully simple.

Again, thank you for your dedication and best wishes for a joyous holiday season and a healthy,

prosperous new year.

v WHAT’S NEW?LEADER OF THE PACK

W4 | AMERICAN NATIONAL | DECEMBER 2015 WWW. AGENCY-SPOTLIGHT.COM | 5

NEW STAFFING PROGRAM ON THE HORIZON As your agency grows it becomes apparent that there are not enough hours in the day for one person to provide the outstanding client service that is essential for your business to succeed. You need to hire help, but

where do you begin? The upcoming Agent’s Staff Program (ASP) will guide you through everything from determining what staff you need to job postings and how to interview. This new program, to be introduced at Professional Seminar, will also offer best practices from top performing agents on how to best use your existing staff.

RCT EXPRESS AND ISOLUTIONS INTEGRATION RCT Express, the program that calculates the most reliable replacement cost value for virtually any kind of home, is now available through iSolutions! You no longer have to log in to two systems to calculate a cost valuation for residences insured on an SFP 10 Policy. In addition, program enhancements automatically link the RCT with the correct location and building number. For information or questions about RCT, email [email protected].

Agency Spotlight magazine is created by American National Multiple Line Agencies and Marketing Divisions.

VICE PRESIDENT DISTRIBUTION AND SALES/ PUBLISHER Gary Lukovich

CONTENT DIRECTOR Ashlie Huston

EXECUTIVE MANAGING EDITOR Rosemary Shader

CREATIVE MANAGER Scott House

MARKET MANAGER Beth Stevens

MANAGING EDITOR Donna Bell

EDITOR/WRITER Donna Barton

GRAPHIC DESIGNER Joel Loera Nicole Edens

PHOTOGRAPHER Chris Johnson

COVER PHOTOGRAPHER Danny Klimetz

AGENCY SPOTLIGHT magazine is published quarterly by American National. Any correspondence should be directed to:

AMERICAN NATIONAL ATTN: AGENCY SPOTLIGHT AGENCIES DIVISION 1949 E. Sunshine Springfield, MO 65899

Website: AGENCY-SPOTLIGHT.COM Email: [email protected]

The publisher reserves the right to accept or reject all editorial or advertising matters. The publisher assumes no responsibility for unsolicited manuscripts, photographs or artwork. Reproduction in whole or in part of any text, photograph or illustration without prior written permission from the publisher is strictly prohibited. Printed in U.S.A. FOR AGENT DISTRIBUTION ONLY. NOT FOR DISTRIBUTION TO THE GENERAL PUBLIC. COPYRIGHT © 2014 AMERICAN NATIONAL PROPERTY AND CASUALTY COMPANY. June 2015.

ONE TEAM, ONE DIGITAL PRESENCE An exciting step toward providing a powerfully simple experience for clients, prospects, agents and employees is coming in 2016. To further unify our organization we are moving from three websites to one: www.AmericanNational.com. This means you’ll soon benefit from enhanced content, easier access to agent portals and a site that matches and strengthens our brand and features an updated, mobile-friendly design. The old domain names will remain active for more than a year and will be automatically redirected to the new URL. Stay tuned to Agent Central for more information and official launch dates.

NEW BROKER OUTLET FOR WORKERS COMP We have expanded our current agreement with Foremost Insurance Group to offer Workers Compensation for business classes that do not meet our current risk profile. This can also

be an outlet for states where we do not offer this product. We know workers comp is essential to a business client’s insurance portfolio. We are pleased to offer this solution to help you grow and retain good ag and commercial business.

If you’re not currently appointed with Foremost and would like to be, or have questions about the extended market program, email [email protected].

CONTEST WINNERS The winners of the recent Marketing On Demand promotion contest were Ashton Lethco, who won the Apple watch, and Aaron Hoopes, who won the holiday party for his office. These agents won by using featured materials that helped them reach current and potential clients. Additional promotion contests are in the works for subscribers of the Marketing on Demand Premium or Leadership packages – look for more information in the Marketing Division emails.

NEW DATES, VENUE FOR 2016 MARKETING CONFERENCEThe 2016 Multiple Line Conference will now take place in Hawaii from April 22 to 27 (the 2016 Gathering of Eagles will begin April 21). This will be a memorable experience providing the type of recognition worthy of your lofty achievements. This new venue was chosen because your safety, comfort and peace of mind are paramount. Attendees will be welcomed at the Fairmont Orchid, a Four Diamond, 32-acre luxury oceanfront resort located along the big island’s Kohala Coast. You can learn more about the resort at www.fairmont.com/orchid-hawaii.

We operate in a highly competitive marketplace. Traditional competitors and relatively new

entrants to our business fight for limited clients and the premiums they pay. Thanks to our field

team, working closely with our home offices, we can be proud of our growth and success.

Through the first three quarters of 2015 we have achieved or exceeded most of our established growth targets. We are in our third consecutive year of growing our field team. We are in our sixth consecutive year of growing our paid life premium; delivering this important coverage to an ever expanding number of households. Our personal lines new business production is up double digits and we are growing our personal lines policies and units in force. While we are not hitting our ag and commercial new business targets, we are growing strategically and meeting our total premium growth goals.

And the good news doesn’t end there.

This year we also made substantial investments in the success of agents with Marketing On Demand, enhancements to the Client Service Center, Recruiting On Demand and the Client Relationship Management tool. This speaks to our commitment to agents as well as our continued financial strength and stability.

It is certainly an exciting time to be in our business. And while it’s important to stay mindful of all the changes and opportunities, I encourage you to take the time to celebrate these collective accomplishments and successes. I also urge you to keep this momentum by attending Professional Seminar in Galveston where you can recharge, collaborate and learn in preparation for an even better 2016.

With great appreciation,

Shannon L. Smith, CLUExecutive Vice President, Chief Agencies Officer, Multiple Line

THE GOOD NEWS IS …

6 | AMERICAN NATIONAL | DECEMBER 2015 WWW. AGENCY-SPOTLIGHT.COM | 7

Hayden does believe some key personal philosophies have led to his success.

“At the end of the day I truly enjoy running a business and being an entrepreneur, and I just don’t let myself get bogged down by the things I can’t change,” Hayden said.

And the real story behind the bowtie? Hayden admits he simply likes to stand out and be diff erent.

By Donna Barton, communicationsspecialist, Multiple Line Marketing Division, [email protected].

SUCCESS STORY

He’s aff ectionately referred to as “Mr. Bowtie” and “The Pro” by his peers, but spend a few minutes with Brian Hayden and you’ll quickly realize those fun-loving nicknames are actually glimpses into what make him a top achiever in his fi eld.

Hayden, who is consistently among the company’s highest performers and a three-time agent of the year, is a stickler for detail – in his dress, presentations and day-to-day interactions. The epitome of the southern gentleman, he’s rarely seen in anything but a suit and bowtie. Even his offi ce – a renovated historic building located in downtown Oxford, Mississippi – exudes class. From the handmade furniture and pressed tin ceilings to the bricked interior walls and pinewood fl oors, quality is a must and emphasized at every turn.

These choices, however, are far from random or simple personal preference. Hayden strives to make each person who walks through his door feel confi dent they are getting the same top quality attention.

Hayden acknowledges that he has built his entire business and reputation around delivering on what he says and making every person feel valued.

“It is all about the execution,” Hayden explained. “At the end of the day, people don’t care as much about the cost of insurance as they do the representation, so I work hard to create an experience whether it’s on the phone, with an email or in person.”

Hayden began developing that high-quality, high-class experience even before he graduated college. He worked as an intern for an American National agent while attending University of Mississippi. By the time he graduated with his degree in insurance risk management and managerial fi nance he was well versed in the industry and primed to apply his personal touches to his business. It wasn’t long before he found his niche with life insurance and fi nancial planning. Hayden has been a Million Dollar Round Table member since 2011. He was the 2011, 2013 and 2014 American National Multiple Line Agent of the Year as well as the 2012, 2013 and 2014 Southern Stars Regional Agent of the Year.

Regional Director Dave Lamont says clients immediately know with Hayden they’ll get top-notch service.

“You know in the fi rst 30 seconds you want to do business with Brain,” Lamont said. “There is no doubt that he is committed and will work hard for you.”

MLGA Mike Washburn echoes that sentiment. “Brian gets to work early, he stays late and he studies a variety of newsfeeds to stay current and be able to interact on just about every subject…he just does everything right,” he said.

“We love to tease him about being such a sharp dresser, but the reality is he’s a very impressive young man who has success written all over him,” Washburn added. “Every client, every person is made to feel like they are the most important person when they interact with Brian.”

Another key to Hayden’s success is his desire to learn (he is currently working to obtain his chartered fi nancial consultant designation) and acquire best practices from others. He is a self-proclaimed sponge. If the company suggests a particular process he follows it to the letter. He doesn’t wing it.

“The fi rst year he was an agent he did good, the second year he did great. You don’t do that unless you are learning, absorbing and paying attention to what is happening in the fi eld and applying it,” Washburn said.

Hayden sums it up this way: “You don’t have to have all the answers for clients, but you have to be engaged and willing to fi gure it out.” He also says it’s key to treat all clients the same whether they are a $500 account or $500,000 account.

While he is quick to credit his mentors and staff for his accomplishments,

BRIAN HAYDEN SUCCESS IS IN THE DETAILS

From left, Client Care Specialist Morgan Turner, Senior Associate Rusty Bolger and Associate Partner Cade Clanton

with Hayden at his offi ce in Oxford, Mississippi.

HAYDEN’S TIPS FOR SUCCESS:■ Enjoy the role of entrepreneur and

make the most of the opportunity

■ Be engaged with clients by creating a personalized experience from day one

■ You’ll never have all the answers, just be willing to do the leg work when you don’t

■ Don’t get bogged down with things you can’t change

■ Put in the time and simply outwork the next guy

■ Find a way to distinguish yourself and stand out in the industry

■ Always schedule yourself some downtime


PROSPECTING TOOLSCLIENT RELATIONSHIP MANAGEMENT

CRM is a web-based program that allows you to manage new leads and the data associated with

them. The data and information is stored in one central location and can be accessed from anywhere and on most internet accessible devices.

Find CRM on Agent Central>Application Links> Client Relationship Management>CRM .

PROSPECTING LISTS ON MARKETING ON DEMAND

Build, order and receive a targeted lists of prospects. These lists can be automatically imported into CRM.

Find prospecting lists by going to Agent Central>Plan Your Marketing>Marketing On Demand>Prospecting Lists.

QUARTERLY CLIENT NEWSLETTERS AND BUSINESS CARDS

Marketing off ers quarterly newsletters that provide valuable information and tips for clients. It is off ered in three versions –

personal lines, agribusiness and business owner. Choose from email or print format.

Find newsletters and business cards on Agent Central>Marketing On Demand.

CLIENT SERVICE CENTER

The CSC, located in Springfi eld, Missouri, is staff ed with more than 70 client specialists. CSC staff can schedule professional

insurance reviews (PIRs) for subscribers for a nominal fee per scheduled PIR.

Email CSC at clientservicecenter@americannational for information.

PATHWAYS TO SUCCESSPATHWAYS TO SUCCESS

THE SYSTEMATIC APPROACHRobert Edgin, of Colorado Springs, Colorado, became an agent in 2000. His systematic, proactive approach to prospecting keeps a steady stream of clients and referrals in his pipeline.

Edgin methodically breaks down prospecting into four distinct categories: center of infl uence referrals, client-based referrals, existing client cross-sell and cold market prospecting.

Center of in� uence: Edgin has developed mutually benefi cial relationships with more than 50 local business people, including realtors and mortgage brokers. Each month he delivers literature to them and then meets personally with his top 15 referral providers. That meeting also includes a token of appreciation

to match fun events like National Popcorn or Pecan Pie Day to thank them for the potential clients they send his way. Edgin receives more than 10 referrals a month from this group of people.

Client-based referrals: Agency staff works to keep regular contact with existing clients through client newsletters and by off ering a theme-based referral reward program (each state has strict regulations regarding rewards for referrals, so be sure to check the rules that apply to your state before you implement a program). This year’s theme is entertainment and the more referrals a client off ers the bigger the reward – from coff ee, to movie tickets to dinner and more.

Existing client cross-sell: Each month existing clients receive an

email or phone call from staff . Those contacts continue until the agency has the client’s property and casualty, investment, personal and life business.

Cold market prospecting: When Edgin was a new agent, he would place 10 business cards in his pocket each morning and wouldn’t go home until all 10 were given away. Even though he now has a prosperous business, he still doesn’t leave the house with less than four cards to hand out. He considers it a challenge.

Edgin’s Philosophy: “The more systems you put in place, the more productive you will be. You can’t wake up and

say, ‘What am I going to do today?’ That is the diff erence between being productive or just busy.”

KNOW YOUR CLIENTSScott Kelly, 12-year agent out of East Quogue, New York, wishes he knew a decade ago what he knows today.

“My best prospecting tips are all about the mistakes I should have fi xed long ago,” he said, saying it is essential to know and understand the client so that you can service them today and years into the future when their circumstances may change.

Keep detailed records: Kelly not only keeps information about the entire family, but also a record of prior conversations that detail everything from birthdays to a client’s reasons for declining coverage and follow up dates. Before he calls a client, he goes back and reviews those prior conversations.

“It is impossible to remember the details of 800 clients,” Kelly said. “I never want to go into a conversation asking the client a question that they have already answered for me.”

He pays particular attention to birthdays because an age change can provide motivation for the client to act now, rather than wait.

Don’t make assumptions: Don’t assume your clients know you are a multiple line agent.

When meeting with clients for non-life related issues, Kelly simply mentions that he “just came from a life insurance meeting from another client.”

“The worst thing a client can tell you is that they just bought a policy from someone else because they didn’t know you sold life or disability,” he said. Another assumption Kelly works to avoid is dismissing a client as a good prospect because of their circumstances.

Planting seeds for future sales: The majority of Kelly’s sales are not based on the fi rst conversation – it could be years before the sale is realized. He just keeps the conversation going until the

timing is right.

When it comes to term insurance, he tells clients immediately that he will be having serious conversations about converting their policy in the future and explains he is planning ahead so that the client can receive the best price and product.

Create a daily routine: “Prospecting has to be a conscience eff ort and part of your daily routine. There is just an element of brute force to it,” said Kelly, who sets aside time to make calls every day, even if it is only a half hour.

Kelly’s Philosophy: “Learn all you can about clients and really know the products. Keep an eye on changes in your

customers’ lives and anticipate their future needs.”

By Donna J. Bell, communications specialist, Multiple Line Marketing Division, [email protected].

Prospecting is the life blood of your agency. You can easily be the most knowledgeable agent in your town – but if you are

not in front of people, you have no business. Agency Spotlight magazine recently spoke to Robert Edgin and Scott Kelly – two

agents who are well known in the � eld for their prospecting ability – and asked them to share their best tips.

PROSPECTING GOLDPROSPECTING GOLDTips and hints from successful agents

CLIENT RELATIONSHIP MANAGEMENT

What steps do you take to get back on track during a slow period?

BOB SINOPOLIGreat Barrington, MA

“When I hit a slow period I focus on my existing book. Being a good agent means taking care of clients and making sure they are being accurately served. I do a lot of PIRs – identify gaps and look at their annuities and life insurance. I ask what is happening in their personal lives. Existing clients are not a hard sale. They know you are working to make sure they get everything they need. “

JENNIFER MESSINGGlenmont, NY

“During a slow period, I like to go back to basics by focusing on things that can get pushed to the side when you are dealing with servicing your book rather than growing it. This means creating a plan of action for prospecting on new clients, and reaching out to current clients to set up policy reviews or to discuss additional insurance products. These activities can easily turn a slow period into a fast-paced one!”

GALLEN STOKESFort Smith, AR

“Cross selling is always key during the quoting process and even more so during slow periods. Many times you are receiving calls asking for a quote on only one line of business but you must convince the potential client it is in their best interest to allow you to gather all the info needed in order to present them with quotes for all their needs. Make every unit count!”

ROBERT SPIKERMartinsburg, WV

“Slumps are something we’ve all hit. The best slump buster I’ve seen is getting out there. Go cold call or conduct PIRs with a couple “A” clients and ask for referrals. If life production is down, get a list of young parent clients and write some juvenile life applications. We all know the best time to make a sale is after one was just made; grab an easy one and GO!”

CAROLE WILLIAMSWeatherford, TX

“We all have cycles of ebb and fl ow in production from a loss of focus, a break in our good habits or something as simple as the holidays. During slow times, focus on reviews for clients who need advice on securing their existing retirement dollars with annuities, maximize their ability to transfer wealth in CD or investment funds or investigate how you might use property and casualty products that are not among your usual conversations.”

KICK START 2016

Your turn: What is the best tip, hint or inspiration you learned from Professional Seminar? We want to hear what you have to say. Email your your 50 to 75 word answer to [email protected]. You may be featured in an upcoming Your Voice column.

PATHWAYS TO SUCCESS

COMPLETE AN END OF THE YEAR REVIEW

Identify what worked well and duplicate those eff orts. On the fl ip side, drop activities that were unproductive.

CREATE A CLIENT ENGAGEMENT PLAN

Newsletters, emails, hand-written cards, posts on social media – these materials on Marketing On Demand allow you to connect with existing clients base on a regular basis.

BE A “GO-TO” RESOURCE

FOR THE CLIENT

This doesn’t just mean responding to client inquiries and emails – it also means being proactive and relevant. PIRs are a perfect time to provide recommendations and information that addresses challenges.

ESTABLISH A DAILY RITUAL

Defi ne a non-negotiable routine – perhaps you set aside one hour a day for prospecting calls or an half hour a week on goals. Don’t fi nish your day until the plan is accomplished. Be productive, not busy.

TRY SOMETHING NEW Have you delved into social media or the CRM yet? Don’t get too comfortable in your well-established sales strategies – think outside the box. Innovation is often a key to success.

AND REMEMBER… “Opportunity does not knock, it presents itself when you beat down the door.” – Kyle Chandler

WHAT IS CRM? CRM stands for Client Relationship Management.

WHAT DOES IT DO TODAY?At its simplest, CRM is a web-based program that allows you to manage new leads and prospects and the data associated with them. The data and information is stored in one central location and can be accessed from anywhere and on most Internet accessible devices.

HOW WILL IT HELP ME?Here are the big three ways using the CRM will help your business:

1. Web quotes. These are generated through your American National agent website or the American National corporate website and are fed into your CRM dashboard.

2. New lead management. Enter your new leads and follow them through the sales pipeline – add notes and personal information.

3. Upload prospect lists. Import purchased lists from Prospect Select in Marketing On Demand in one automatic and seamless process.

HOW DO I GET CONNECTED TO THE CRM?CRM is live on Agent Central. Go to Agent Central>Application Links>Client Relationship Management>CRM. Be sure to check out the step-by-step Quick Start Guides.

WHAT IS COMING IN THE FUTURE?Future upgrades will automatically add current clients into CRM, integrate with Outlook and gradually add client policy data.


Perhaps best known for their Top Safety Pick ratings and vivid slow-motion videos of crash test

dummies fl ailing in staged car crashes, for decades the Insurance Institute for Highway Safety has been instrumental in helping to reduce motor vehicle deaths in the United States.

From researching the human side of the equation (drunk driving, fatigue, safety belt use, teen drivers) to the mechanics of vehicle crashworthiness, crash avoidance and even assessing roadway designs, the IIHS’s purpose has remained the same: to reduce the losses – deaths, injuries and property damage – from accidents.

The independent, nonprofi t organization, founded in 1959, is funded by insurance companies and associations like American National. Through research and communications programs, the institute works to help

protect people in accidents, prevent crashes from occurring in the fi rst place, recognize manufacturers that lead the way in safety and educate consumers and lawmakers.

In the past year, the organization conducted 87 crash tests to evaluate how well vehicles held up. The researchers work to give answers to questions like: What is the best used car for teenagers? How many accidents are caused by distracted driving and why? What road design changes could make roundabouts safer? How eff ective are crash avoidance systems?

Their Top Safety Pick awards also reward manufacturers who are meeting rigid safety criteria for vehicles and child booster seats.

As a sponsoring member, agents affi liated with American National have access to the institute’s analytics, videos and brochures, and are even invited see a test crash and tour the research facility located in Ruckersville, Virginia.

The public and the media are extremely interested in what IIHS has

to say. The institute’s YouTube channel (youtube.com/IIHS) has been viewed more than 28 million times and in 2014 alone, 771 million people viewed their video news releases. These videos, ranging from the top car picks to choosing the best used car for a teen driver, are good picks for your social media and to link to emails. Not only are you reaching clients with messages tailored to their needs and interests, you are providing a public service by sharing information that helps keep them safe.

If you are using our Marketing On Demand social media platform you

can take advantage of our pre-approved posts to automatically schedule links to the videos. Just search for the tag “IIHS.”

As technology continues to improve, new safety features aimed at crash prevention (as opposed to crash protection) are already on the horizon. Innovations like wirelessly connecting cars to a network that provides real-time accident alerts and upcoming road conditions to augmented windshields with enhanced night vision to highlight obstacles like deer are currently being tested. And while it may seem like science fi ction, three states have already legalized testing for self-driving cars. With all these advances shaping the future of the car industry, it seems safe to say that the IIHS has decades more work ahead of them.

By Donna J. Bell, communicationsspecialist, Multiple Line Marketing Division, [email protected].

KNOWLEDGE NETWORK KNOWLEDGE NETWORK

CRASHCOURSE

As a sponsoring member, agents affi liated with American National have access to the institute’s analytics, videos and brochures, and are even invited to see a test crash and tour the research facility located in Ruckersville, Virginia.

Member website: iihs-hidi.org

Public website: iihs.org

youtube.com/IIHS


PATHWAYS TO SUCCESSPATHWAYS TO SUCCESS

FIRST IMPRESSIONSWe’ve all heard the saying

dress for success, but are you applying that same sentiment

to how you present your office?

Regardless of the size of your space or whether you are an established agent or just starting out, your credibility and your client’s confidence in you rely heavily on your office – your layout, how you organize, cleanliness and your décor. In fact, environmental psychologists say it takes as little as three seconds for a client to form a first impression of your business. A welcoming yet functional work space can be easily achieved if you keep some key points in mind.

AN OFFICE ISN’T A ONCE-AND-DONE ENDEAVORWe’ve all been to businesses that

haven’t updated their furnishings since the 1980s; veneer is peeling, fabric and walls are stained, plastic plants are dusty and paperwork is piled high. What does that say to you? It is important for your business to critically assess your space annually. Take pictures from where your visitors will sit or stand and look for wear and tear to furniture, holes in walls, clutter, left over pieces of tape, and outdated or seasonal decorations. Taking care of your space signals you will take care of clients. Make this a key part of someone’s job in your office.

Lou Danna of White Bear Lake, Minnesota, moved into his space – a house that had been previously used as a mortgage office – in 1999. Each year he makes it a commitment to update or enhance at least one or two things in his space. Recent projects have included new industrial doors on the building and an updated conference

room to large screen TVs that are used for presentations and information sharing. He says every update is designed to improve aesthetics and make business easier to conduct.

“It is easy to let things get shabby or simply become complacent about your space even when your space isn’t conducive to doing business,” said Danna. “But I can tell you first hand that giving your space its due attention is well worth the time and effort … it will benefit your business and add pride to what you do every day.”

STRIVE FOR WARM BUT MODERN Color is known to impact mood and even productivity. Muted colors are generally preferred but don’t be afraid to accent with slightly bolder colors for a contemporary look. Also, artwork, lamps and plants shouldn’t be an afterthought. Use them as a means to add warmth and a deliberate complement to your décor, including signage or literature that highlights what you can offer. Even something as simple as a thoughtfully placed candy dish or prominent local award can make a real impact.

Sean Moore, who recently held an open house for his newly remodeled office in Bethlehem, Pennsylvania, says he spent the most time picking colors for his office because he not only wanted to help his staff feel motivated, he also wanted to establish an energy that draws people to his agency.

“In this industry you want to convey professionalism, and people need to feel that from the moment they walk in to your office,” said Moore. “And having a professional, quality business means more than just a banner on the door.”

THINK DURABILITY While you don’t want your office to look the same forever, you do want to pick choices that will last and have timeless appeal. Tiled carpet has become a popular office choice because if an area gets worn or stained you simply replace that section versus the entire surface.

DON’T FORGET THE STORAGE AND TECHNOLOGY Always consider the location of outlets, areas for printers and especially storage in all spaces. This will help you avoid some real office

faux pas like extension or cable cords in walkways, having to leave a room to retrieve confidential prints or piling paperwork in open sight. It will also help you plan for any future growth or technology needs.

ACHIEVING THE MODEL OFFICEWhile there’s a lot to think about when creating the perfect business environment, you aren’t without resources to help you achieve the model office. Marketing on Demand can help you with everything from signage to furniture and accessories. And nothing says it has to break the bank and be completed all at once. Even the pros suggest taking it in phases to make it less of a chore and to truly establish a space that’s an extension of the professional you are.

By Donna Barton, communicationsspecialist, Multiple Line Marketing Division, [email protected].

Office signage, pull up banners, posters and brochures are available to order on Marketing On Demand.

Design your space to make business easier to conduct.

The office furniture shown is by Martin One Source. For information on ordering, go to Agent Central>Marketing>Marketing On Demand>Events>Furniture/Office Supplies.


AWARDSAWARDS

BLUE VASE WINNERSTHIRD QUARTER 2015

JOE FARMER MLGA - Brad Ingle

TRENTON FEARS MLGA - Chet Caldwell

KAMERON IVIE MLGA - Darrin Ivie

NYOMIE PITTINGTON MLGA - Dan Neale

LEADERS IN AG & COMMERCIAL PREMIUMSJAN. 1- OCT. 31, 2015

1. DAVID SINNES, $810,954

2. JAMES LYMAN, $714,177

3. SCOTT BROWN, $439,066

4. DONNA CLOPPER, $412,516

5. MICHAEL ILG, $345,858

6. SCOTT GILSENAN, $317,186

7. GEORGE GROSSMANN, $303,899

8. TERRENCE GALLAGHER, $289,603

9. JASON POLI, $287,766

10. HOWARD LANE, $279,168

11. JEFF KAVOVIT, $242,907

12. CAMILLE BUNICCI, $218,256

13. ANDY BENNETT, $214,575

14. ANDY PENNISI, $211,906

15. ERIC KIRK, $208,375

16. BRIAN HEFFERAN, $206,207

17. BRIAN SHEAHAN, $202,622

18. MATT BROGAN, $201,633

19. JAMIE NAURATH, $200,335

20. JENNIFER MESSING, $194,457

21. ANDREW PELLETIER, $190,032

22. BILL RANDOLPH, $187,689

23. THOMAS LETIZIA, $185,474

24. RICHARD ISABELLE, $180,116

25. ALEX ARRIGO, $179,847

LEADERS IN LIFE PREMIUMSJAN. 1- OCT. 31, 2015

1. JOEL HAYES, $395,356

2. CAROLE WILLIAMS, $166,544

3. NATHAN IVIE, $149,821

4. ANDY BLEICH, $130,729

5. RICK REGER, $129,064

6. RANDY MCKINNEY, $112,605

7. KENNY BREEN, $105,695

8. BRIAN HAYDEN, $85,301

9. ELIZABETH JACOBY, $81,608

10. PAUL LETIZIA, $80,634

11. TIM DANIELS, $79,030

12. BRIAN STAGNITTI, $76,640

13. ADRIAN BYBEE, $75,598

14. SUNNY CHOPRA, $73,989

15. TODD JONES, $71,620

16. JAROD MORGAN, $71,456

17. HOWIE HOPKINSON, $70,523

18. GREGG REID, $69,668

19. SAM DANNA, $64,035

20. JOE ASHCRAFT, $63,932

21. MARK HAAS, $62,620

22. PETER BROWN, $61,295

23. JONATHAN DESTEFANIS, $60,717

24. ASHTON BLOUNT, $58,382

25. CHRISTOPHER KRUTZ, $57,975

LEADERS IN PERSONAL LINES PRODUCTION (MBS)JAN. 1- OCT. 31, 2015

1. JEFF KIESAU, 1,410 units

2. DAVE HOGAN, 1,179 units

3. PAUL LEUENBERGER, 737 units

4. MARK COLE, 667 units

5. DAVID LARSEN, 542 units

6. SCOTT LUNSFORD, 540 units

7. GREGG REID, 525 units

8. PHIL MAGGARD, 511 units

9. MATTHEW KEMP, 495 units

10. NIC ESKEW, 486 units

11. COLT HENDERSON, 451 units

12. RANDY NORMAN, 436 units

13. TREVOR MURRAY, 422 units

14. JASON BASTIAN, 416 units

15. PATTI THORSTENSON, 415 units

16. JASON YEITER, 414 units

17. PATRICK RICHBURG, 410 units

18. ROBERT EDGIN, 409 units

19. KYLE REVELLI, 407 units

20. STEVE LEONE, 403 units

21. JACK BROWN, 378 units

22. KEVIN CAMPBELL, 375 units

23. CHRISTOPHER KRUTZ, 375 units

24. ALI MOHAMMADZADEH, 372 units

25. CHRIS LARSON, 370 units

MLGA AWARDSMLGA LEADERSBALANCE SCORE CARDJAN. 1- OCT. 31, 2015

1. BOZENA BRINKMAN Score - 158.145

2. JIM GNIADY Score - 134.105

3. GEORGE CUZALINA Score - 127.975

4. JEFF HUFF Score - 123.295

5. VINNIE DALEY Score - 120.3

MLGA LEADERS RECRUITED AGENCY INTERNSJAN. 1- OCT. 31, 2015

GEORGE CUZALINA 11 internsRD - Dennis Popplewell

MELVIN YOUNG 11 internsRD - Ken Gallacher

JIM GNAIDY 8 internsRD - Jeff Johnson

RANDI TAYLOR 7 internsRD - Dennis Popplewell

TERRY THOMASON 7 internsRD - Dennis Popplewell

MLGA LEADERS CONTRACTED AGENTSJAN. 1- OCT. 31, 2015

GEORGE CUZALINA 7 agentsRD - Dennis Popplewell

SHAWN ELLINGSON 7 agentsRD - Dennis Popplewell

BOB FRUEND 7 agentsRD - Dennis Popplewell

MARK MILETELLO 7 agentsRD - Ken Gallacher

MELVIN YOUNG 7 agentsRD - Ken Gallacher

BELL COW AWARDCongrats to our latest recipients:

MLGA JOE MILLER, for his eff orts arranging off -site events and temporarily managing an additional offi ce.

MLGA KEVIN SCHNEIDER, for mentoring Justin Valenzuela, state growth director for Pennsylvania.

MLGA HARRY CORBIN, for mentoring a MCP intern.

PAT LEEPER, for his support of ACP eff orts.

Congrats to our latest recipients:

eff orts arranging off -site events

MLGA KEVIN SCHNEIDER, for mentoring Justin Valenzuela, state growth director for Pennsylvania.

, for

, for his support of

You recently helped create a Wine to Water chapter in your area. Can you tell us a little bit about the group? Wine to Water is a nonprofi t organization that focuses on providing clean drinking water to people around the world. It is a way for like-minded people to come together through happy hours and wine tastings to raise awareness of the problem and money for the cause.

There are many charities, why did you choose Wine to Water?I heard about the group when the founder, Doc Hendley, spoke at the LAMP conference in March. I was shocked to learn that more than 700 million people around the world don’t have access to clean water. It really tugged at my heartstrings. This group installs wells, rainwater harvest

tanks and teaches the importance of sanitation. It also spoke to the entrepreneur in me because they go out and teach the locals how to provide for themselves. We recently held our inaugural event with about 50 people and many more have shown an interest.

You are doing much more than just hosting events for Water to Wine. Can you tell us about your upcoming trip?In January, I will be traveling to Uganda for two weeks with the CEO and founder to go “into the bush” as they say. We will teach the locals to make water fi lters and educate them about hygiene and the benefi ts of clean water.

Going to Uganda is pretty adventurous. Have you been anywhere else off the beaten path?I have the travel bug. I’ve been to the Caribbean, Europe, backpacking in the mountains…let’s just say, I’m not afraid of sleeping in a hammock with mosquito netting.

Where is the most exotic place you have traveled?Iceland. I had seen pictures and just had to go. The raw beauty of Iceland is spectacular.

Andi Petroff , an MLGA in Annapolis, Maryland, began working for Farm Family in 2004 and became an MLGA in 2012. You can learn more about Wine to Water, how to begin a

local chapter or how to donate at www.winetowater.org. You may also contact Petroff at Andi.Petroff @farm-family.com.

We are looking for interesting people to interview for the Five Questions column – if you, or someone you know has an interesting hobby, volunteer work or accomplishment, email [email protected]

FIVE QUESTIONSFOR ANDI PETROFF


MANAGER’S CORNER

As an MLGA, we’re all challenged to strike a balance between recruiting new agents and

supporting current agents. So when it comes to fi nding potential agent candidates, we must identify

productive strategies to help us determine candidates that are the right fi t.

While there’s no one-size-fi ts-all formula for successful agent recruitment, in my experience there are ways to improve your odds.

RECRUIT EVERYWHEREDon’t limit recruiting to job sites and postings – everyone is a potential candidate so have the conversation. I have even talked agent careers with my offi ce supplier. Nobody is off limits if they have the right personality and demeanor.

ALWAYS FOLLOW UPWhen you do use job sites and social media, put in the time and follow up! You cannot rely on email. If you have a really good prospect, call them on the phone.

PERSONALITY MATTERS Look for people who like to be the wheel, not just a cog in a wheel. Of course agents don’t have to be extroverts, but they do have to

We’re near the end of 2015, which makes it a great time for self-refl ection. What can

you learn about how you managed yourself and your time this past year that could help you better manage your time and your team next year? To get started, think back over the past year and rate yourself on a scale of 1 (poor) to 5 (great) on the following three statements:

1. I remembered that doing more things faster is no substitute for doing theright things.

Ineff ective sales managers value their ability to fi ght fi res, to juggle a million to-do’s, to have a calendar crammed with activities. For many, this stress is intoxicating. They like feeling busy. These managers would rate low in this area.

Eff ective sales managers know that every minute they spend performing tasks that others can do is one less minute they have to accomplish their most important tasks: sales opportunity coaching, funnel reviews, training, etc.

Managers who rate high in this area ask themselves, “What should I not get distracted by today so I can spend more time coaching?”

be warm and able to comfortably manage a meet-and-greet. That’s why I always favor people who make good eye contact.

Insurance is as much about the presentation as it is the product. Look for those who have a strong desire to help

people and willingness to go above and beyond. These are the people who tend to make it in the business long term.

APTITUDE OUTWEIGHS EXPERIENCEPrevious sales experience, even in other industries, can be helpful but I don’t make it a must-have. One of my top performers had worked in health fi tness and he sold $25,000 in premiums in his fi rst few months.

2. I solved problems in ways that helped my sales team develop their skills.

This is a tough one. Our natural instinct as managers is to solve problems for our people.

We tend to tell our teams: “If you have a problem, bring it to me and I will solve it for you.” So we get more problems. Solving problems can be a good thing. Solving them in ways that excludes salespeople from learning how to solve these problems themselves in the future is not a good thing.

Those who rate low in this skill mistakenly believe that if they solve the problem their reps will have more time to make more sales calls. That’s not how the real world works.

Eff ective sales managers treat seemingly common daily tasks as opportunities to develop their salespeople.

3. I became a better sales coach.

Managers who rate low in this area are often trapped in a vicious cycle of guilt: A rep doesn’t perform well. The manager feels responsible for the rep’s poor performance

but isn’t sure what to do (because the manager hasn’t been observing the rep closely enough). So the manager steps in and takes over sales opportunities for the rep - rather than

TOUT OUR CULTUREWe truly take care of our people here. I recall receiving 75 or more welcome notes and well wishes when I started. The career will sell itself when you talk honestly about how much we appreciate, recognize and support our fi eld force.

Bottom line is you have to kiss a lot of frogs to get a prince. Don’t be afraid to get creative with your search/recruiting methods, but most of all let your enthusiasm and passion for the business come through and the right people will naturally gravitate to you.

MLGA George Cuzalina has been a consistent leader in recruitment. As of the publication of this magazine he has recruited 11 interns and contracted nine new agents.

coaching. The rep continues doing poorly or even gets worse.

If you rate yourself a “5” in this area, your salespeople are getting better and requiring less hands-on support. New-hires ramp up faster. Emerging contributors (reps with 6 to 12 months tenure) are able to apply your coaching to recent sales scenarios.

The goal of coaching isn’t so much to solve an immediate problem but to build skills that will prevent future problems and mistakes. Your coaching advice needs to be tailored to each individual’s needs, which means you have to really listen to what that person has to say. Attentiveness and good listening shows that you respect this person and value their contributions.

How did you do? Which of these areas did you rate the worst in? The best? How can you leverage what you do well to improve in the other areas?

To become a better leader next year, think about how you need to change the daily choices you make about how and what to do with your time. Throughout each day, keep your eye open for situations that could be turned into coaching opportunities.

Kevin Davis is president of TopLine Leadership, Inc., a leading sales and sales management training company serving clients from diverse sectors. He is the author of two books on sales eff ectiveness: “Slow Down, Sell Faster!” (Amacom, Jan. 2011) and “Getting Into Your Customer’s Head” (Random House, 1996).

“Bottom line is you have to kiss a lot of frogs to get a prince.”

“Eff ective sales mangers treat seemingly common daily tasks as opportunities to develop their salespeople.”

BY GEORGE CUZALINAMLGA, Plano, Texas

RD Dennis PopplewellBY KEVIN DAVIS

Do you have advice you would like to share with fellow leaders or do you know a fi eld leader who sets an example on a specifi c area of expertise? The Manger’s Corner is always looking for best practice columns. Contact Managing Editor Donna Bell at 518-431-5151 or [email protected] with your ideas.

BETTER THE RECRUITING ODDS

BECOME A MOREEFFECTIVE MANAGER IN 2016

MANAGER’S CORNER

Of course agents don’t have to be Of course agents don’t have to be extroverts, but they do have to

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