Category: <span>Newsletter</span>

Strategies for Success Newsletter June 2016 Issue 126

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Published by Emily Huling Selling Strategies

www.sellingstrategies.com

Copyright 2016 Emily Huling. All rights reserved.

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In this June 2016 issue:

1. Thoughts from the Road
2. Thoughts from the Office
3. Josmo’s Cafe
4. Stay Energized
5. Emily Live

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1. Thoughts from the Road

Seat belt signs shed light on human behavior

During a two-week period this spring, I flew to four cities requiring me to fly eight segments on three different airlines. Let’s call them A, B, and C.

Airline A delivered very little communication from the cockpit. Welcome on board and we’re about to land are the only two I remember. The pilot left the seat belt sign illuminated during the whole flight. People totally ignored the signs getting up no matter how shaky the plane was flying.

Airline B was a bit better about communication, but not much. This airline turned on and off the seat belt sign as needed. The flight attendants announced that it had been turned on, but not when the pilots turned it off. Some folks paid attention to the illuminated seat belt sign and stayed seated, but if it was on too long and the plane became steady, people got up anyway.

Airline C was the best at communicating and got the best results. Pilots greeted passengers at the boarding door as they entered the plane. In the welcome announcement, we were told the route and advised of some expected turbulence and that the seat belt sign would be turned on. We were courteously requested to remain seated when the seat belt sign was illuminated. People did just that. When the pilot turned off the sign, he announced that it was safe to move around the cabin.

What a lesson this provided in communication! Airline A proved that people ignore what is predictable and unchanging. Airline B had mildly improved results, but without additional information or updates, people draw their own conclusions. Airline C knocked it out of the park. Personal, friendly, clear communication set the expectation and people responded to the request.

Moral of the story. Invest the time and effort to deliver friendly, clear communication and provide status updates. The results you want will more likely be achieved.

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1. Thoughts from the Office

Tip #14 in my 17 Terrific Tips When Visiting Clients created quite a stir among insurance professionals!  I stated “Using an iPad or other device to take notes is not recommended. It interferes with conversation since your attention is focused on the screen and typing.”

People offered several reasons why it makes sense to take notes on a mobile device. It saves time by eliminating double work since notes can easily be transferred to a client file or follow-up summary message. It reduces errors in deciphering handwritten notes that are often illegible. Everyone does it today so it’s become an appropriate practice.

Thank you all for weighing in on this arguable issue. I stand by my recommendation to avoid using these devices. However, if you choose to do it, please ask permission and be alert to the effect it has on your client and the conversation. If you sense any disconnect at all, use a pen and paper.

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1. Josmo’s Cafe

Roasted asparagus with Kalamata olives is a delicious side dish lightly seasoned with lemon pepper and olive oil.  Fast and easy! We like it as a side dish to baked fish or chicken. Enjoy!

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find the recipe that you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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4. Stay Energized

Our 17 Terrific Tips series now numbers nine with the addition of 17 Terrific Tips When Visiting Clients. The most popular are 17 Terrific Management Tips and 17 Terrific Negotiating Tips. Visit the Business Building page on our website to find articles, free stuff, and all the 17 Terrific Tips columns.

June Energizer Minute – Don’t try so hard – Get supercharged with Energizer Minutes – one-to-two-minute audio stories told by yours truly to energize, invigorate, and inspire!

Service Selling Supercharge on CD is now available!  Join the hundreds of agents who have just completed the 52-week audio course. Service professionals learn tips, techniques, and tools to deliver exceptional service to every client, every day. Start your in-house service-selling development program to write and retain more business!

“What a godsend! We kick off our Monday morning office meetings – there are six of us – with Supercharge ideas we have been using from listening on our own. We hear each other use the ideas every day.”  Angela Eubanks, CISR, Commercial Account Manager, Evans & Associates, Kinston, NC

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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5. Emily Live

• Agency Management CIC, Richmond, VA – June 1-3, 2016
• Agency Management CIC, Anaheim, CA – June 8-10, 2016
• Private client workshop – Building the Business – Las Vegas, NV – August 8-10, 2016
• Agency Management CIC, Fargo, ND – August 24-26, 2016
• Private client workshops – Revving up Production – Montvale, NJ – September 12-15, 2016
• Agency Management CIC, Kansas City, MO – September 21-23, 2016
• NAPSLO Annual Conference – Atlanta, GA – September 25-28, 2016
• NAPSLO NextGen Leadership workshop – Atlanta, GA – Leading with Certainty in Uncertain Times – September 26, 2016
• Private client workshops – Working Together for Success – Fargo, ND – October 31-November 4, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information, contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.

Strategies for Success Newsletter May 2016 Issue 125

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Published by Emily Huling Selling Strategies

www.sellingstrategies.com

Copyright 2016 Emily Huling. All rights reserved.

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In this May 2016 issue:

1. Thoughts from the Road
2. Thoughts from Home
3. Josmo’s Cafe
4. Stay Energized
5. Emily Live

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1. Thoughts from the Road

Table manners, where art thou?

Proper dining etiquette matters. It’s an extension of the professionalism that you work so hard to achieve every day in an office environment.  Remembering that your bread plate is on the left and your drinks are on the right is the least of it. Here are a few reminders for putting your best fork and knife forward.

• Place your napkin on your lap immediately after being seated. Do not place your napkin on the table until everyone has finished eating. If you have to leave the table, place it on your chair.
• Do not use your napkin to wipe your nose! That goes for both paper napkins and cloth napkins. Keep tissues handy and use them. Keep tissues off the table.
• Rolls and butter etiquette. Don’t butter bread directly from the butter dish. Put the butter on your plate first. If the butter is in foil, remove the entire pat of butter at one time and place it on your plate. Put the paper wrapper at the edge of the plate. Tear the bread rather than cutting it with a knife. Butter one piece at a time just before eating it.
• Avoid reaching. Ask to have items passed to you. Salt and pepper are passed together.
• Eating etiquette. Don’t start eating until all have been served. Exceptions may be given by companions, but use good judgement. Pace your eating with others at the table. Don’t eat too fast or too slowly. Cut your food one bite at a time. Don’t cut ahead.
• Keep cell phones off the table. If you are expecting a call or text, let others know. When it sounds, promptly leave the table.
• Frequently, a topic of conversation needs to be researched at the table. Be sure and ask “If you don’t mind, I’ll look that up.” When you have finished, put your phone away.

Happy and well-mannered dining!

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2.  Thoughts from Home

Home sweet cinnamon bagel chips

“I bought these for you because I knew you’d like them.”  At 89, my thoughtful mother bought me a bag of Hometown Cinnamon Crunch Bagel Chips to enjoy during my visit. And she was right. I loved them!

You don’t have to have an attentive mother to make someone’s day. There is nothing sweeter than being the recipient of someone conveying, “I thought about you.”  It’s the highest compliment. It means you’re a valued part of someone’s world. You’ve made a positive, lasting impression.

Thoughts about others cross our minds frequently as we live our lives. Let them know it. Send a personal note, text message, leave a voice mail, forward an article, congratulate them on their team’s big win, send a link about their favorite show, actor, or vacation place. Buy them a bag of chips you know they’d like. It’s those thoughtful gestures that brighten both their world and yours.

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3.   Josmo’s Cafe

I love chess pies! Unless you live in the south, you may not have heard of this kind of pie. Folklore attributes the name to pie chest with the word chest said with a southern drawl. Another explanation is when asked what was for dessert, the answer was “jes pie.”  No matter the reason for the unusual name, these pies taste great and are really easy to make. Eggs, sugar, butter, a bit of flour and the flavoring. My sister-in-law’s recipe for Lemon Chess Pie is our favorite. Enjoy!

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find the recipe that you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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4. Stay Energized

Our 17 Terrific Tips series now numbers eight. The most popular are 17 Terrific Management Tips and 17 Terrific Negotiating Tips. Visit the Business Building page on our website to find articles, free stuff, and all the 17 Terrific Tips columns.

May Energizer Minute – A Daily Dose of Happiness – Get supercharged with Energizer Minutes – one-to-two-minute audio stories told by yours truly to energize, invigorate, and inspire!

Service Selling Supercharge on CD is now available!  Join the hundreds of agents who have just completed the 52-week audio course. Service professionals learn tips, techniques, and tools to deliver exceptional service to every client, every day. Start your in-house service-selling development program to write and retain more business!

“What a godsend! We kick off our Monday morning office meetings – there are six of us – with Supercharge ideas we have been using from listening on our own. We hear each other use the ideas every day.”  Angela Eubanks, CISR, Commercial Account Manager, Evans & Associates, Kinston, NC

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and will learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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5. Emily Live

• Private client workshops and consulting – Blue Ridge, GA – May 11-13, 2016
• AAMGA Annual Meeting – Scottsdale, AZ – May 22-24, 2016
• Agency Management CIC, Richmond, VA – June 1-3, 2016
• Agency Management CIC, Anaheim, CA – June 8-10, 2016
• Private client workshop – Building the Business – Las Vegas, NV – August 8-10, 2016
• Agency Management CIC, Fargo, ND – August 24-26, 2016
• Private client workshops – Revving up Production – Montvale, NJ – September 12-15, 2016
• Agency Management CIC, Kansas City, MO – September 21-23, 2016
• NAPSLO Annual Conference – Atlanta, GA – September 25-28, 2016
• NAPSLO NextGen Leadership workshop – Atlanta, GA – Leading with Certainty in Uncertain Times – September 26, 2016
• Private client workshops – Working Together for Success – Fargo, ND – October 31-November 4, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information, contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.

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Published by Emily Huling Selling Strategies

www.sellingstrategies.com

Copyright 2016 Emily Huling. All rights reserved.

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In this April 2016 issue:

1. Thoughts from the Road
2. Have you read…?
3. Josmo’s Cafe
4. Stay Energized
5. Emily Live

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Selling Strategies website has a new look!  Hope you like our fresh and fun look as much as we do!  A favor, please. If you find any errors or links that don’t work, please drop me a note. Thank you!

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1. Thoughts from the Road

I love Fargo!

No, I don’t mean the cult classic movie by the Coen Brothers. I mean the real city of Fargo, North Dakota. After my first visit to Fargo five years ago, my clients sent me the book How Fargo of You by Marc de Celle. Marc and his family moved to Fargo from the Southwest in 2005. He found that the people of Fargo go far beyond being nice, kind, thoughtful, and generous. He coined the expression “how Fargo of you” to best describe Fargo interpersonal behavior. His book relays dozens of stories confirming that in Fargo, people come first. Watch this brief interview from 2010 when the book was released.

“How Fargo of you” is contagious. In February I was on my connecting Expressjet flight from Chicago to Fargo with about 50 passengers on board. In the seat in front of me was a young mother traveling alone with her coughing, crying two-year old. To keep her child as amused as possible, the mother had cartoons for her daughter to watch on her laptop. That’s normal on planes, right? What made this unusual is that they did not have headphones, which I guess would be difficult for a two-year old, dontcha know?  The entire plane listened to 90 minutes of cartoons that were loud enough to be heard over the noise of the jet engines. Complaints by anyone on this flight to Fargo? Of course not. How Fargo of the passengers!

Lucky me! I now have two clients in Fargo and have visited several times. I learned during my visit in February (Extra lucky! The weather was dry and temperatures were in the 20’s.) about a satirical website FMObserver created and written by two of my client’s associates, Johnny and Nick, and a few others. A 2013 news item about a man clearing snow with a flamethrower by Nick was picked up as a true story by several newspapers. Another favorite of mine is Johnny’s Fargo’s new Uber Jet program. Enjoy!

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2. Have you read….?

The Optimistic Workplace by Shawn Murphy is the newest addition to my recommended reading list for leaders and managers. In addition to reconfirming that a positive environment fuels energized associates and leads to greater success for both individuals and the organization, the author provides doable strategies to shift culture. Here are a few of his thoughts that align with my consulting philosophy and approach.

• The purpose of the both the organization and teams must be clearly defined and articulated.
• Culture change begins with individual’s belief and confidence in the purpose, values, philosophy, and leadership of the business.
• When leaders walk their talk, associates’ behaviors and actions follow suit. If it doesn’t, people should move on.
• Silos must come down between management and staff, departments, and positions.
• Frequent one-on-one meetings with direct reports provide meaningful information and dialogue that quickly moves change forward.
• A leader’s responsibility is to provide employees the resources they need to reach their potential.

other books on my culture-shift reading list are:

It’s Your Ship by Captain D. Michael Abrashoff

The Culture Secret by Dr. David Vik

The Happiness Advantage by Shawn Achor

The Power of Habit by Charles Duhigg

Necessary Endings by Henry Cloud

Start with Why by Simon Sinek

If you’re interested in some of my client culture shifts, I describe my approach and client success stories on my website.

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3. Josmo’s Cafe

Key Lime Bundt Cake is so good, I just have to feature it again! I was with one of my baking buddies at the NetVU conference last month and we were chatting about how much we love Bundt cakes. It’s one of those desserts that gets better each day it sits. Bad news is that it rarely last very long!  Enjoy!

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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4. Stay Energized

17 Terrific Tips to Promote Positive Energy is the newest addition to the series. Positive energy is contagious. These tips will assure that what you’re spreading is healthy and beneficial for both you and those you encounter.

Visit the Business Building page on our website to find articles, free stuff, and more 17 Terrific Tips.

April Energizer Minute – Exuding Calm – Get supercharged with Energizer Minutes – one-to-two-minute audio stories told by yours truly to energize, invigorate, and inspire!

Service Selling Supercharge on CD is now available!  Join the hundreds of agents who have just completed the 52-week audio course. Service professionals learn tips, techniques, and tools to deliver exceptional service to every client, every day. Start your in-house service-selling development program to write and retain more business!

“What a godsend! We kick off our Monday morning office meetings – there are six of us – with Supercharge ideas we have been using from listening on our own. We hear each other use the ideas every day.”  Angela Eubanks, CISR, Commercial Account Manager, Evans & Associates, Kinston, NC

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and will learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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5. Emily Live

• Private client workshops and consulting – Montvale, NJ – April 11-14, 2016
• NAMIC Underwriting Webinars – Underwriters: Sell is Not a Four-Letter Word – April 18 and May 2, 2016
• United Independent Agency Alliance Annual Meeting – How to Become the Agent of Choice – Columbus, OH – April 26, 2016
• Private client workshops and consulting – Blue Ridge, GA – May 11-13, 2016
• AAMGA Annual Meeting – Scottsdale, AZ – May 22-24, 2016
• Agency Management CIC, Richmond, VA – June 1-3, 2016
• Agency Management CIC, Anaheim, CA – June 8-10, 2016
• Agency Management CIC, Fargo, ND – August 24-26, 2016
• Agency Management CIC, Kansas City, MO – September 21-23, 2016
• NAPSLO Annual Conference – Atlanta, GA – September 25-28, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information, contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.[/vc_column_text][/vc_column][/vc_row]

Strategies for Success Newsletter March 2016 Issue 123

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2016 Emily Huling. All rights reserved.

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In this March 2016 issue:
1. Thoughts from the Office
2. Thoughts from the Road
3. Josmo’s Cafe
4. Stay Energized
5. Emily Live

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1. Thoughts from the Office

How to attract the BEST clients.

I love my clients! A day rarely goes by that I don’t say to John, “I have the BEST clients!” What traits make them the best?

1. My clients respect and value their employees and demonstrate it regularly. How my clients treat their associates is how they treat external business partners.
2. My clients invest in their businesses and their people. It includes community, office environment, technology, education, compensation, and benefits.
3. My clients respond to messages within 24 hours and most often 4 hours. They demonstrate urgency and passion.
4. Our time together is purposeful and productive. We set up phone meeting times with planned agendas that move initiatives forward.
5. We continually keep each other updated. Together we stay focused on objectives that achieve results.

What’s the surefire way to partner with the BEST? Execute the qualities and practices that you seek from them.

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2. Thoughts from the Road

The benefit of being upfront.

After 40 years of living in the same city, a friend of ours, Marcia, is moving out of state to live near her daughter and her family. We were chatting about the work, the emotions, and the hassle involved with downsizing, packing, and closing out a big chapter of her life. Marcia was telling us that she was surprised and a bit annoyed that she was getting phone calls from organizations where she was cancelling memberships and season subscriptions. I asked, “Are you telling them the reason you’re canceling is that you’re moving to live near your daughter?” “No,” she replied as if the thought had never occurred to her. Being upfront about the reason would have saved her and others time and energy.

On the business front, I often see the same behavior by insurance professionals who don’t proactively impart information. By not taking the initiative, the agent or underwriter receives a client call questioning the changes in billing terms, rates, premiums, values, audits, or loss control recommendations.

As in the case of Marcia, it makes more sense for the insurance professional to convey the information upfront. Who’s in control of the dialogue when you communicate the information? You are. Who’s in charge of the conversation when the clients call you asking questions? They are.

Which position would you rather be in? Choosing the proactive one strengthens your image as a professional who has your client’s best interest in mind.

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3. Josmo’s Cafe

It’s still winter so hearty crockpot dishes stay on the menu! Chicken and Corn Chili is another super recipe from Family Circle magazine. It makes a lot so invite the neighbors!
Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Service Selling Supercharge on CD is now available!

Join the hundreds of agents who have just completed the 52-week audio course to develop front-line service-selling skills.

“What a godsend! We kick off our Monday morning office meetings – there are six of us – with Supercharge ideas we have been using from listening on our own. We hear each other use the ideas every day.” Angela Eubanks, CISR, Commercial Account Manager, Evans & Associates, Kinston, NC

“We love it! Supercharge ends our Tuesday staff meetings. We listen as a group. I have to pause the recording there are so many ideas to write down. This material has made us better agents!”
Lori Augustyniak, CPA, CIC, President, Horizon Insurance, Bradenton, FL

Service professionals learn tips, techniques, and tools to deliver exceptional service to every client, every day. Receive 52 4-minute audio lessons for only $4.00 a week. Click Here to access episode list, tracking sheet, testimonials and order your copy. Purchase before March 31 to receive 15% discount.

Start your in-house service-selling development program to write and retain more business!
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Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and will learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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4. Stay Energized

Thanks to PIA of NY, NJ, CT, NH for interviewing me for their column Five Minutes With… and featuring 17 Terrific Tips to be Polished and Professional for their February 2016 member publication!  Click here to read my interview and the tips.

March Energizer Minute – Are you a shopper or a buyer? – Get supercharged with Energizer Minutes – one-to-two-minute audio stories told by yours truly to energize, invigorate, and inspire!

Just released! 17 Terrific Tips to Be a Great Coworker.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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5. Emily Live

• NAPSLO Mid-Year Leadership Conference – Scottsdale, AZ – March 1-2, 2016
• NAMIC Commercial Lines Seminar – Overcoming Resistance to Sales and Building Your Personal Career Brand – Chicago, IL – March 3, 2016
• NetVU Annual Conference – Service That Sells: Frontline to Bottomline – San Antonio, TX – March 5, 2016
• Assure Alliance Annual Convention – Greenville, SC – March 14-15, 2016
• Private client workshops and consulting – Montvale, NJ – April 11-14, 2016
• NAMIC Underwriting Webinars – Underwriters: Sell is Not a Four-Letter Word – April 18 and May 2, 2016
• Agency Alliance Annual Meeting – How to Become the Agent of Choice – Columbus, OH – April 26, 2016
• AAMGA Annual Meeting – Scottsdale, AZ – May 22-24, 2016
• Agency Management CIC, Richmond, VA – June 1-3, 2016
• Agency Management CIC, Anaheim, CA – June 8-10, 2016
• Agency Management CIC, Fargo, ND – August 24-26, 2016
• Agency Management CIC, Kansas City, MO – September 21-23, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.

Strategies for Success Newsletter February 2016 Issue 122

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Published by Emily Huling Selling Strategies

www.sellingstrategies.com

Copyright 2016 Emily Huling. All rights reserved.

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To view this newsletter as a pretty webpage, please click here.

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In this February 2016 issue:

1. Emily’s Mailbag
2. Thoughts from Home
3. Josmo’s Cafe
4. Stay Energized
5. Emily Live

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1. Emily’s Mailbag

Dear Emily,

I’m a new manager. I have an account manager who has been with us about six months. He is not doing the job. Some of the problems include lackadaisical attitude, recurring errors, no attention to detail, and attendance problems. Coworkers notice and are talking about it.  I don’t know where to begin. Help!

Sincerely,

New and Overwhelmed

Dear Overwhelmed,

You’re off to a good start by identifying the issues to address with your employee. The next steps are:

• Get your facts together. Facts are only what you observe and uncover, not what others tell you.  Dig into the employee’s client files to audit work quality, accuracy, and documentation, check suspense items, review outgoing and incoming e-mail messages, observe and document specific attendance issues and client complaints. Be specific as to names of accounts, procedures not followed, deadlines and service standards not being met.  Put your findings in categories so your communication is clear and concise.
• Set up a time to meet in a private meeting room at a table.  I recommend avoiding either of your offices which can be distracting.
• Tip to remember during the entire conversation. Avoid using the word “you” when describing what’s being done incorrectly. “You” can be interpreted as accusatory and create defensiveness. Instead say “I audited some files and found….” “The company expects employees to adhere to our office schedule. They are 8:30 to 5:00 and an hour for lunch.” “Our clients expect us to meet specific service standards. They are….” “Let’s review your position responsibilities. I want to be certain everything is understood.”
• Ask the employee if there are any questions about what the expectations are. Any training issues that would help improve job performance to meet expectations. Be certain the employee is given every chance to learn and correct performance issues.
• To conclude, briefly summarize what’s been discussed. Let the employee know you expect to see improvement in those areas and what the next steps, such as training, work status reports, and file audits will be.
• Schedule to meet with the employee in one week to discuss progress.
• Document the personnel file.
• If improvements haven’t been made after an agreed upon corrective action period, speak with the HR department to learn about the procedures your company follows in these situations.

One last bit of advice. It could be that expectations have not been clear and accountability has never been discussed. Be positive in your approach and actions to give the employee an opportunity to turn things around.

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1. Thoughts from Home

“No one makes you feel inferior without your consent.”  Eleanor Roosevelt

How many times have you obsessed over what somebody has said or how he or she reacted?  To be run by others’ opinions, feedback, remarks, approval or disapproval is self-destructive behavior.  Yet for some reason, many people allow others to determine their satisfaction and success. Here are some examples.

• Your boss doesn’t acknowledge your extraordinary efforts to keep a client happy, so you secretly vow never to work that diligently again.
• You blame your inability to meet your sales goals on your sales manager’s lack of understanding the “real-world.”
• Your spouse doesn’t notice that you’re losing weight and you decide it must not really matter to him or her, so you stop your diet and exercise program.

Who is being hurt when we negatively react to how we think others should respond? We are. Not only do anger and resentment drain energy from us, we sabotage ourselves by not sticking to our plan to achieve our personal goals.

Don’t allow others to influence how you feel about yourself or the choices you make.  Only your opinion should determine the quality and happiness of your life.

Originally published in September 2006 newsletter.

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1. Josmo’s Cafe

It’s crock pot season! I’ve been subscribing to Family Circle magazine for years. It’s fun to leaf through while sipping a cup of coffee and eating a biscotti.  I always find a recipe that sounds good enough to try. Braised Tuscan Beef is the newest addition to my crock pot recipe collection. Only five ingredients and no pre-cooking anything. We love it!

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Service Selling Supercharge on CD is coming in March!

Hard to believe the 52 episodes of Supercharge delivered weekly to your inbox is wrapping up! Hundreds of agents listened, learned, and discussed topics to strengthen client loyalty and write more business – in just four minutes a week!

Many subscribers requested CDs of this material to keep as part of their service team’s continued development. They are being duplicated now. We will let you know when the CDs are available for purchase.

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Planning your 2016 membership, agent, or employee events? 

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and will learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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1. Stay Energized!

February Energizer Minute – Lesson from a pillow case  – Get supercharged with Energizer Minutes – one-to-two-minute audio stories told by yours truly to energize, invigorate, and inspire!

Next up in the 17 Terrific Tips Series! 17 Terrific Tips to Be a Great Co-worker. Coming to your inbox in February.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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1. Emily Live

• Private client consulting – Fargo, ND – February 21-26, 2016
• NAPSLO Mid-Year Leadership Conference – Scottsdale, AZ – Feb 29 – March 2, 2016
• NAMIC Commercial Lines Seminar – Overcoming Resistance to Sales and Building Your Personal Career Brand – Chicago, IL – March 3, 2016
• NetVU Annual Conference – Service That Sells: Frontline to Bottomline – San Antonio, TX – March 5, 2016
• Assure Alliance Annual Convention, Greenville, SC – March 14, 2016
• Private client consulting – Montvale, NJ – April 11-14, 2016
• NAMIC Underwriting Webinars – Underwriters: Sell is Not a Four-Letter Word – April 18 and April 25, 2016
• Agency Management CIC, Richmond, VA – June 1-3, 2016
• Agency Management CIC, Anaheim, CA – June 8-10, 2016
• Agency Management CIC, Fargo, ND – August 24-26, 2016
• Agency Management CIC, Kansas City, MO – September 21-23, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.

Strategies for Success Newsletter January 2016 Issue 121

Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2016 Emily Huling. All rights reserved.

In this January 2016 issue:

Thoughts from the Road
Thoughts from the Office
Josmo’s Cafe
Thoughts from Home
Stay Energized
Emily Live

Thoughts from the Road

“Luck is a matter of preparation meeting opportunity,” Seneca, Roman philosopher and statesman.

Next to the cash register at an airport gift shop sat a basket filled with pocket-size four-leaf clovers encased in clear plastic. A clear confirmation that I was having another lucky day! Of course I bought a few to share good fortune with family and friends.

I believe luck is state of mind. Lucky people expect goodness in the world. Lucky people do not dwell on misfortune. Lucky people listen to their gut feelings. Lucky people seek opportunities for good to happen. Lucky people prepare for luck to happen in heart, mind, and actions.

My new year’s wish to you. Be open to new ideas and experiences. Embrace opportunity that presents itself. Look for positive lessons from life. Enjoy your lucky journey!

John’s Model PT 109 has launched!

John’s newest remote-control model boat is John F. Kennedy’s PT 109. Custom built and over five feet long, he made hundreds of parts and spent hundreds of hours creating it. We hope you enjoy watching our home video of the launch!

Thoughts from the Office

It’s not over until it’s over.

My client Ted, an agency owner, was bummed out when I greeted him an industry event. Ted had received the dreaded call from a long-time client whose business is long-haul trucking. Another agent was able to save his client about $80,000 on his $400,000 account. Ted was thrilled for his client and let him know it was a savings he couldn’t pass up. Both agreed to stay in touch and Ted wished him well.

A month later Ted gets a call from his former client. Ted learns that the new agent misrepresented the risk to the carrier as a short-haul trucker. In addition, inaccurate sales and payroll figures were used to reduce the premium. The new carrier immediately got off the risk. Could Ted provide insurance coverage again? You bet!

Moral of the story. Take the high road even when it’s tempting to be skeptical, to speak ill of the competition, or to express frustration. Do right by your clients and your clients will do right by you.

Josmo’s Cafe

As I was getting the pan out to sauté mushrooms to serve with steaks, our friend Richard stopped me. “Why don’t you do those on the grill?” I handed him the knife. Richard took over making these yummy and easy Mushrooms Sautéed on the Grill.

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

Fast forward management development in 2016!!

Retirements, company restructuring, and growing businesses are launching new leaders and managers. Four self-study learning tools – audios and book – will quickly advance front-line manager proficiency in these key areas:

· Developing staff accountability
· Effective delegation
· Managing remote workers
· Leading results-producing meetings
· Handling employee performance problems

Susan Koshewa, ARM, CRIS, Workers Compensation Underwriting Manager, says this:

“Emily’s experience in developing managers and no-nonsense communication style is a perfect combination to learn dozens of pertinent ideas quickly. I listen to the audios twice. Once in the car and once at my desk to take notes. Emily’s management skill-building programs supply real-world valuable information.”

For a limited time, we’re offering newsletter readers four management development tools for a package price of $115.00, a 40% savings. This product package is only available through this newsletter link – Management Short Course.

Thoughts from Home

Solutions for winter ills.

The winter season can bring coughing and dry skin. This recent People’s Pharmacy column by Joe and Terry Graedon provides two easy home remedies to stop a cough and heal dry and cracked fingertips.

Years ago I shared a People’s Pharmacy solution for people allergic to aluminum-based underarm deodorant. It’s Milk of Magnesia. I heard from many who benefited from that information. Smart marketers that they are, People’s Pharmacy now sells a milk-of-magnesia based deodorant. Here’s an interesting link from another natural health resource on this topic.

Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and will learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

Stay Energized!

January Energizer Minute – Believe It and Become It – Get supercharged with Energizer Minutes – one-to-two minute audio stories told by yours truly to energize, invigorate, and inspire!

NEW in the 17 Terrific Tips Series! Avoid common hiring mistakes and read 17 Terrific Tips to Hire Right. Discover new ways to improve candidate screening, interviewing, and selection.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

Emily Live

•  Private client – Northern NJ – January 11-13, 2016
•  Private client – Phoenix, AZ – January 24-28, 2016
•  Private client – Fargo, ND – February 21-26, 2016
•  NAPSLO Mid-Year Leadership Conference – Scottsdale, AZ – Feb 29 – March 2, 2016
•  NAMIC Commercial Lines Seminar, Overcoming Resistance to Sales and Building Your Personal Career Brand – Chicago, IL – March 3, 2016
•  NetVU Annual Conference – Service That Sells: Frontline to Bottomline – San Antonio, TX – March 5, 2016
•  Assure Alliance Annual Convention, Greenville, SC – March 14, 2016
•  NAMIC Underwriting Webinars – Underwriters: Sell is Not a Four-Letter Word – April 18 and April 25, 2016
•  Agency Management CIC, Richmond, VA – June 1-3, 2016
•  Agency Management CIC, Anaheim, CA – June 8-10, 2016
•  Agency Management CIC, Fargo, ND – August 24-26, 2016
•  Agency Management CIC, Kansas City, MO – September 21-23, 2016

Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2016 Emily Huling. All rights reserved.

Strategies for Success Newsletter December 2015 Issue 120

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2015 Emily Huling. All rights reserved.

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In this December 2015 issue:

Thoughts from the Road
Josmo’s Cafe
Thoughts from Home
Stay Energized
Emily Live

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John’s Model PT 109 has launched!

John’s newest remote-control model boat is John F. Kennedy’s PT 109. Custom built and over five feet long, he made hundreds of parts and spent hundreds of hours creating it. We hope you enjoy watching our home video of the launch! PT 109 Pictures

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Thoughts from the Road

What kind of nut are you?

One Saturday this October we were hiking with friends in the magnificent Blue Ridge mountains of North Carolina near Blowing Rock. Mountain fog kept the air cool and damp. The gold and red leaves were at peak color. On the trail the plumes of the wild grasses were swaying with the wind. A picture perfect autumn day!

We walked by a mature tree that was growing straight, strong, and tall. Our friend Rick stopped. “Look at that,” he said, “it’s growing out of a crack in this huge boulder. A random acorn falls, nature takes its course, and this tree grows sturdy and healthy. Me – I plant a tree my yard, water it, fertilize it, protect it from killer insects, and it dies.” He laughed.

Rick made a great point relevant to many aspects of life. Too much nurturing, caution, and over protecting can have the opposite effect from what we desire. That applies to us and our influence on others. Our intentions may be good, but instead the over protecting stifles the learning and effort needed to adapt, develop, and thrive.

Moral of the story: How do you approach life? Are you the nut that adjusts to obstacles and challenges to grow or one that seeks prodding and coddling? Are you one who encourages others or one that is protective. Unlike the acorn that fell in that crack, we choose how we approach life. Choose carefully.

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Josmo’s Cafe

Our friend Mary Beth always brings the best dishes for us to enjoy! Rye Bread Spread, a hot appetizer perfect for holiday parties, was the hit of our last gathering. The spread is made ahead of time, put on rye bread squares and baked. Your guests will love it!

Check out other Josmo’s Cafe recipes. The choice for the month appears at the top of the page and also in its proper category. We hope this will help you find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Advance Management Skills Quickly!

Retirements, company restructuring, and growing businesses are launching new leaders and managers. Four self-study learning tools – audios and book – will quickly advance front-line manager proficiency in these key areas:

· Developing staff accountability
· Effective delegation
· Managing remote workers
· Leading results-producing meetings
· Handling employee performance problems

Susan Koshewa, ARM, CRIS, Workers Compensation Underwriting Manager, says this:

“Emily’s experience in developing managers and no-nonsense communication style is a perfect combination to learn dozens of pertinent ideas quickly. I listen to the audios twice. Once in the car and once at my desk to take notes. Emily’s management skill-building programs supply real-world valuable information.”

For a limited time, we’re offering newsletter readers four management development tools for a package price of $115.00, a 40% savings. This product package is only available through this newsletter link – Management Short Course.

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Thoughts from Home
Giving From the Heart

Our close friends, Pam and Bill, have a large family. A really large family. Five children, their spouses, and 13 grandchildren. Instead of giving material gifts to each other at Christmas, here’s what they do. On an annual rotating basis, each of the six families researches charities and chooses one charity that they donate to collectively. That family is responsible for educating the others about the organization and why it was chosen. One year, I remember, it even went beyond a financial donation. The families also volunteered their time together at a food pantry. What a great way to build family relationships, teach charitable giving to the children, and contribute to others!

Consider focusing part or all of your gift exchange program this season to a charitable cause. There is no better way to show gratitude for our blessings than by giving to others.

John and I wish you a happy holiday season!

Note: This piece was a recorded as an Energizer Minute in 2012.
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Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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Stay Energized!

December Energizer Minute – Practice Makes Perfect – Get supercharged with Energizer Minutes – one-to-two minute audio stories told by yours truly to energize, invigorate, and inspire!

NEW in the 17 Terrific Tips Series! Avoid common hiring mistakes and read 17 Terrific Tips to Hire Right. Discover new ways to improve candidate screening, interviewing, and selection.

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Emily Live
· NAPSLO Mid-Year Leadership Conference – Scottsdale, AZ – Feb 29 – March 2, 2016
· NAMIC Commercial Lines Seminar, Chicago, IL – March 3, 2016
· NetVU Annual Conference – Service That Sells: Frontline to Bottomline – San Antonio, TX – March 5, 2016
· NAMIC Underwriting Webinars – Underwriters: Sell is Not a Four-Letter Word – April 18 and April 25, 2016
· Agency Management CIC, Richmond, VA – June 1-3, 2016
· Agency Management CIC, Anaheim, CA – June 8-10, 2016
· Agency Management CIC, Fargo, ND – August 24-26, 2016
· Agency Management CIC, Kansas City, MO – September 21-23, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2015 Emily Huling. All rights reserved.

Strategies for Success Newsletter November 2015 Issue 119

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2015 Emily Huling. All rights reserved.

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In this November 2015 issue:

Thoughts from Home
Josmo’s Cafe
Thoughts from the Road
Stay Energized
Emily Live

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Thoughts from Home

A tried and true sales philosophy

The upstairs toilet needed to be fixed. John diagnosed it as a problem with the valve that he could easily repair. He purchased a replacement part and fixed it. Or so he thought. A few days later I was in the downstairs bathroom and a water stain on the ceiling caught my eye. Bummer.

John fixed the toilet again. This time successfully. Now we had to deal with the stain on the popcorn ceiling. When this has happened in the past, we’ve hired a contractor to cut out the damaged section, replace it, and spray on the popcorn stuff. It not only takes time for the process, it’s a costly repair.

We contacted Paul and Sherry, a husband and wife contracting team we’ve used for remodeling and been extremely pleased with their work. We hoped they might have time to take care of our nuisance repair.

Like a sales pro, Paul took quickly took charge of the conversation asking specific fact-finding questions. Are you sure the leak is fixed? How large an area is damaged? What color is the stain? All good questions for arriving at a cost estimate, we thought. Then Paul surprised us. “Here’s what I suggest,” he said. “Using a 50/50 solution of bleach and water in a new spray bottle, set the nozzle to the finest sprayer setting. Wear old clothes and eye goggles. Cover all areas around where you’re spraying so the bleach doesn’t discolor anything else. Spray the solution on the stain until it’s wet, but not saturated. Wait until it dries. If it’s not totally gone, continue the process one or two more times until the stain has faded.

It worked! Three days and three applications later, there is no noticeable stain. We are thrilled!

What’s the benefit to Paul and Sherry considering they gained no income from giving us this advice? Our opinion of them is even higher than it was before. We will go out of our way to use them, recommend them, and provide them an excellent reference.

Moral of the story. No matter what your product or service, superior sales people know that it always pays to have the customer’s best interest in mind.

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Josmo’s Cafe

Every autumn I make the fragrant and delicious Chicken Marbella dish from the Silver Palate cookbook. If it sounds familiar, I posted it in October 2012. If you’ve never made it or haven’t done so recently, I hope you will. It’s assembled the day before to marinate overnight. Easy and always a crowd pleaser!

Check out other Josmo’s Cafe recipes. The recipe of the month appears at the top of the page and also in its proper category. We hope this will help you easily find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Thoughts from the Road
Spreading joy one knick-knack at a time.
It’s been four years since Mom and Matt moved to The Forum at Desert Harbor, a wonderful continuing care retirement community in Peoria, AZ. The residents, staff, grounds, and food are all great. John and I visit regularly. They have a two-bedroom apartment in independent living so we’re able to stay with them.
One morning several months ago, I opened Mom’s apartment door to pick up the Arizona Republic newspaper. Mom keeps a small table outside the door where the paper is placed so she doesn’t have to bend down to get it. Sitting beside the paper, I discovered two miniature trinkets. One was a yellow plastic child’s smiley-face ring. The other was a flower-painted china piano. I picked up the piano, flipped it over, and read “Made in France.”
When Mom got up I showed them to her and asked her if she knew where they came from. “Haven’t a clue,” she said with a big smile, “but aren’t they cute?”
As I passed other apartments on my way out for my morning walk, I saw more trinkets outside of doors. Tiny frogs, dogs, clocks, and musical instruments sat on tables and along baseboards. I passed delighted residents opening their doors as they spotted their surprise treasures . I thought perhaps The Forum had started a secret pal program.
That evening, I was carrying the recycles down the hall. A woman was walking down the hallway with a box. When she saw me her hand went up to her mouth as if she’d been caught in the act. I approached her and saw her carrying a box filled with trinkets. “Aha!” I said, “you’re the secret pal!”
Nancy explained she was moving to California to live near her sister. She had been collecting trinkets her whole life and knew her new home wouldn’t have room for them all. She wanted to secretly share them with others to enjoy. Based on what I’d been witnessing I let her know she was certainly accomplishing that! She handed me a teeny tiny glass frog. “This one is yours.”
I’ve visited Mom several times since Nancy gifted her collection. Many residents have left their miniatures just where Nancy placed them for others to enjoy. I smile every time I pass.
Moral of the story. My little frog sits on my kitchen window sill. It’s a constant reminder that giving the tiniest of gifts can bring enormous delight.
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Planning your 2016 membership, agent, or employee events?

2016 Convention and Meeting Topics are available! Improve teamwork, advance management skills, increase producer sales, enhance customer service, and fast forward career success. My guarantee – participants will be energized, inspired, and learn strategies to improve performance and results.

For information about availability and fees, please get in touch.

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Stay Energized!

November Energizer Minute – Don’t Get Mad, Get Better – Get supercharged with Energizer Minutes – one-to-two minute audio stories told by yours truly to energize, invigorate, and inspire!

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Emily Live
· Private Client – Building the Business – Madison, WI – November 2-5, 2015
· Private Client – Raising the BAR – Building Agent Relationships While Protecting Profitability – Fargo, ND – November 16-20, 2015
· NAPSLO Mid-Year Leadership Conference – Scottsdale, AZ – Feb 29 – March 2, 2016
· NAMIC Commercial Lines Seminar, Chicago, IL – March 3-4, 2016
· Agency Management CIC, Richmond, VA – June 1-3, 2016
· Agency Management CIC, Anaheim, CA – June 8-10, 2016
· Agency Management CIC, Fargo, ND – August 24-26, 2016
· Agency Management CIC, Kansas City, MO – September 21-23, 2016

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2015 Emily Huling. All rights reserved.

Strategies for Success Newsletter October 2015 Issue 118

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2015 Emily Huling. All rights reserved.

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In this October 2015 issue:

Thoughts from Home
Josmo’s Cafe
Thoughts from the Road
Stay Energized
Emily Live

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A personal note:

My dear friend, Jack Burke, president of Sound Marketing, died September 25 of heart failure. For 20 years, Jack was my audio man, my business confidant, the person who challenged and encouraged me to continually improve my work and more important, my heart. The insurance industry has lost an articulate advocate and a good man.

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Thoughts from Home

This is why you need advisors you can trust

John gave me a perfect 15th anniversary present. It’s a simple gold wedding band I can wear when I’m active and don’t want to wear my fancy rings. After I opened the gift, John said, “Now I can tell you the story that goes with the ring!” So we poured more wine and I settled in for the tale.

John intended to take one of my rings with him to the jewelry store to get the proper size, but he forgot it. Frustrated with himself and in a hurry, he got a speeding ticket heading back to the store. It’s been a decade since either one of us has had a ticket, so what happened next was a real surprise.

Within days, he started receiving letters from attorneys who wanted to represent him about the ticket. Over the next few weeks, he had about 20 letters pitching what they could do for us to reduce the ticket cost and the license points. We didn’t know what to do, so I called our insurance agent.

After confirming this was our first household ticket in three years, our agent said “Don’t pay the ticket and you don’t need an attorney.” He told us that in North Carolina you can apply for a Prayer for Judgment. John would attend a driver’s education class for a fee, pay court costs (a lot of money), and the ticket wouldn’t affect the insurance rate. There is more to it, but essentially that’s how it works. Thank goodness, we called our agent before paying the ticket!

What happened next is what’s really interesting. John and I relayed the story to several of our friends.
They were all were shocked that we called our insurance agent for advice about a traffic ticket. They said they’d never tell their agent for fear their rates would go up.

Moral of the story: If you’re afraid to call your insurance agent or any of your professional advisors for advice on matters in their area of expertise, it’s time to get a new advisor.

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Josmo’s Cafe

As autumn begins, my taste buds start craving the comfort food of my Beaver Falls childhood. Many of those recipes are from the Three Rivers cookbooks. I love using my mother’s worn and stained copies! The Pittsburgh Post-Gazette reported in 1993, on its 40th anniversary, that 1000 copies a year are still sold. The cookbooks have raised more than $3 million for charity. One of our favorite recipes is the sinfully rich Cheese Pastry Hors D’Oeuvres.

For a few more popular recipes and more about the cookbook’s history read the December 2013 Pittsburgh Post-Gazette article.
Josmo’s Cafe recipes are listed by category. The recipe of the month appears at the top of the page and also in its proper category. We hope this will help you easily find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Thoughts from the Road
I love this place!

At our friends’ rehearsal dinner in Columbus, Ohio, John and I were seated at a table with the groom’s family from New Jersey. After brief introductions, Vinnie, who sounds exactly like John Travolta’s character Vinnie Barbarino on Welcome Back Kotter, started the table conversation by announcing, “I love this place!” “Why’s that?” several of us asked at the same time.

Vinnie had forgotten his running shoes. His wife chimed in “Yeah, convenient, huh?” We all laughed. Vinnie went on. When he asked the front desk hotel clerk where he should go to buy running shoes, they not only told him, they offered to shuttle him to the mall. He was amazed. At the big box sporting goods store, Vinnie was waited on by a helpful and knowledgeable associate. He finds shoes to buy. The associate, who easily figured out Vinnie was not from Ohio, gave Vinnie a complimentary pair of socks. Vinnie is now twice amazed. Vinnie takes the shoes to the checkout register at the front of the store. While in line, the customer in front of him turns around and says, “If you don’t have a 20% off coupon, I have an extra one you can have.” By this time, Vinnie said he was in total shock with how friendly everyone is in Columbus, Ohio. He then calls the hotel shuttle to get back to the hotel. They arrive promptly and he was back at the hotel within an hour.

Moral of the story. Great customer service and random acts of kindness make a positive difference in how others experience our community. Each of us has the power to do our part.

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Has planning started on your 2016 membership or employee events?

Sales, service, and management programs guaranteed to engage, educate, and energize your audience!

“Did I see Emily Huling here? I didn’t know she was on the program! I was going to skip this and go to the mall, but I think I’ll stay!”

“When participants leave Emily’s sessions, they are high-fiving each other! Her energy and enthusiasm for her material is contagious!”

“Wow, Emily, what a great presentation! I’ve got to tell you that I’ve been coming to this state convention for 15 years and I can honestly say this is the first time I’ve learned anything.”

Check out Convention and Meeting Topics and Descriptions for ideas for your next event. My guarantee – participants will be energized, inspired, and learn strategies to improve performance and results.

For more information, please get in touch.

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Stay Energized!

October Energizer Minute – I WIN – Get supercharged with Energizer Minutes – one-to-two minute audio stories told by yours truly to energize, invigorate, and inspire!

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Emily Live
· Agency Management CIC – Roanoke, VA – October 21-22, 2015
· Private Client – Agency consulting and workshops – South Bend, IN – October 26-29, 2015
· Private Client – Building the Business – Madison, WI – November 2-5, 2015
· Private Client – Raising the BAR – Building Agent Relationships While Protecting Profitability – Fargo, ND – November 16-20, 2015

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2015 Emily Huling. All rights reserved.

Strategies for Success Newsletter September 2015 Issue 117

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2015 Emily Huling. All rights reserved.

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In this September 2015 issue:

Thoughts from the Office
Josmo’s Cafe
Thoughts from Home
Stay Energized
Emily Live

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Thoughts from the Office

Check this out

The checkout line at Staples was exceptionally long, snaking around the strategically placed and well-stocked racks of candy, batteries, and unnecessary stuff to clutter your office. There were three registers, but only one checkout person working. As customers were looking around to see if anyone had noticed the line, Tommy appeared at register two. “Next in line,” he shouted. The line started moving. A few minutes later, I was at Tommy’s register. Yea!

I had a few office items and a shipping receipt that needed to be scanned and paid. Tommy had “Trainee” on his name badge. He had a puzzled look when I handed him the shipping receipt. He scanned the bar code. It was rejected. He scanned it again. He reset something and scanned it again and again. Every time, rejected. When he went for fifth try, I stopped him. “Don’t you think you should get some help?” “Oh, OK.” as if it hadn’t dawned on him at all. He left for a minute and came back with a manager. The manager showed him what to do and voila, it worked!

I looked around. I was the only one left in the checkout line. The other cashier handled half a dozen customers and I was still there because a trainee wasn’t using common sense.

Moral of the story: Remind new employees that while it’s important to figure out things on their own, it shouldn’t be at the expense of providing good customer service.

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Josmo’s Cafe

One of John’s favorite desserts is Banana Cream Pie. LINK He orders it at restaurants, but it never quite compares to his fond memory of home-baked. After years of ignoring his requests, knowing how much work is involved, I finally baked him one last month. I cheated a bit and used a Harris Teeter refrigerator pie crust. Other than that, it was made from scratch. I hadn’t scalded milk, made fresh meringue, or used my double boiler in years. It was great fun! The picture on the recipe page is the pie I baked. John loved it!

Josmo’s Cafe recipes are listed by category. The recipe of the month appears at the top of the page and also in its proper category. We hope this will help you easily find that recipe you read, liked, and can’t seem to locate!

Please let us know how you like our recipes. We love hearing from you!

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Service Selling Supercharge, a series of audio lessons to write, retain, and grow business continues to benefit insurance professionals. A recent comment from a long-time client…

Dear Emily,

Throughout the years, I have really enjoyed your Selling Strategies newsletters in addition to the Josmo’s recipes and most recently your Super Selling Supercharge. I’ve heard several comments from our employees telling me they not only apply your suggestions in their professional lives, but also in their personal lives. It’s one of the best investments our agency has made.

Anne Farley
Vice President, Agency Operations
Jack Rice Insurance

Listen to excerpts from three episodes. Information page lists all 52 episode topics.

Here’s how the program works:

1. You receive 52 service-selling lessons for PL, CL, and Benefits CSRs in three-to-six minute mp3 audio episodes delivered by e-mail on Tuesday mornings.
2. Listen on your own at any time. Provides pre-work for staff meeting discussion or listen together as a group.
3. Tracking form provided for easy note taking, reference, and follow up.
4. Join at any time and receive all past and future episodes.

Affordable for any agency! $104.00 for all 52 episodes. Only one subscription needed per office location. Forward e-mail to all staff. Sign up now

Quantity discounts are available for multi-location agencies, company sponsorships, agency networks, clusters, and alliances. Please get in touch with me to discuss quantity pricing for your organization.

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Thoughts from the Home
Word Power

There are a dozen reasons I love my Kindle Paperwhite. It is small and fits in my purse. I have access to an entire library of reading so I can read several books at a time. My Executive Book Summaries automatically load. My digital library books download on command. It has a lighted screen with adjustable settings and adjustable font size. My very favorite feature is the immediate access to a dictionary with the touch of a finger. In fact. I am so spoiled by this, I get frustrated reading paper copy that forces me to pick up my phone to look up the meaning of a word. Hard life, I know.

What I’ve realized is my vocabulary can use some work. Here are some words I’ve recently had to look up to learn both meaning and pronunciation. Lugubrious. Capricious. Sycophant. Evanescent. Plenary. Recondite. Verisimilitude.

How many do you know? If you know them all without looking them up, I’ll send the first ten people who notify me a copy of my program Great Service Sells. I’ll save you some work. The definitions are at the end of newsletter.

If you’ve gotten them all correct, send me an e-mail with your contact information and the book and audio are yours!

Good luck!

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Association committees and meeting planners

Looking for a fun, engaging, and valuable program for an upcoming event? Some comments from recent presentations:

“Did I see Emily Huling here? I didn’t know she was on the program! I was going to skip this and go to the mall, but I think I’ll stay!”

“When participants leave Emily’s sessions they are high-fiving each other! Her energy and enthusiasm for her material is contagious!”

“Wow, Emily, what a great presentation! I’ve got to tell you that I’ve been coming to this state convention for 15 years and I can honestly say this is the first time I’ve learned anything.”

Check out Convention and Meeting Topics and Descriptions for ideas for your next event. My guarantee – participants will be energized, inspired, and learn strategies to improve performance and results.

For more information, please get in touch.

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Stay Energized!

September Energizer Minute – Quit Complaining – Get supercharged with Energizer Minutes – one-to-two minute audio stories told by yours truly to energize, invigorate, and inspire!

Follow me on Twitter @EmilyHuling to read my weekday Energizer Moments.

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Emily Live
· NAPSLO Annual Convention – San Diego, CA – September 9-12, 2015
· Agency Management CIC – Milwaukee, WI – September 23-24, 2015
· Agency Management CIC – Roanoke, VA – October 21-22, 2015
· Private Client – agency consulting and workshops – South Bend, IN – October 26-29, 2015
· Private Client – Building the Business – Madison, WI – November 9-12, 2015
· Private Client – Raising the BAR – Building Agent Relationships While Protecting Profitability – Fargo, ND – November 16-20, 2015

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Share any of my free stuff, articles, or newsletter content as long as proper credit is included.

Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.

© 2015 Emily Huling. All rights reserved.

Word Power Definitions

If you get them all correct, send me an e-mail. First ten people will receive the program Great Service Sells.

Lugubrious – sad, gloomy

Capricious – impulsive, unpredictable

Sycophant – flatterer

Evanescent – fleeting, temporary

Recondite – obscure, complex

Plenary – attended by everyone

Verisimilitude – appearing real or true