Category: <span>Newsletter</span>

Strategies for Success Newsletter January 2014 Issue 97

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2014 Emily Huling. All rights reserved.

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In this January 2014 issue:

Thoughts from home
A gift of thanks
Josmo’s Café
Thoughts from others
Stay Energized!
Emily Live

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1. Thoughts from home

Helping others cope with grief

In December, my family faced the sudden, unexpected loss of a beloved family member. Like most families, we dealt with the immediate needs – communication, travel, and the funeral. Now back to our regular routines, it’s been interesting to experience the reaction of friends and colleagues as they respond to our grief. Many people don’t know how or aren’t comfortable in dealing with a friend or co-worker’s loss. Here are some reminders:

Acknowledge the loss. Simply and directly say, “I am so sorry to hear about your mother’s death.” Ignoring the loss is perceived as not caring.
Allow the person to express his emotions. Avoid saying things like, “Don’t cry.” or “She’s not suffering any longer.” or “What a blessing he went quickly.” None of these remarks will make the person feel better.
Ask the person a question that allows her to open up if she chooses. Sincerely ask “How are you doing?” or “Tell me about your loved one.”
If you knew the loved one or regularly heard about the person, share a memory that will bring a smile.
Each of us deals with grief in our own way. Some people jump back into life. Others grieve in private. Some carry their grief with them. Feelings of grief can appear out of nowhere and momentarily be overwhelming. Be open and understanding to the mourner’s individual response.
If you want to do something in addition to engaging in a caring conversation, replace asking, “What can I do to help?” with a more specific offer. Say “I’d like to bring over dinner one night this week. Which night works for you?”
At work, it may be necessary to temporarily adjust workload and assignments until the person settles back into a routine.
At later times, recognize anniversary or significant dates that bring back memories.

Genuine caring and compassion will be welcomed and remembered.

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It’s not only the person that you miss, it’s how they made you feel.

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2. A gift of thanks

To kick off Selling Strategies 20th anniversary year, I have a gift for five of you. I’ve set aside five one-hour time slots of phone consulting on Thursday, January 16. If anyone is interested in a complimentary one-on-one conversation for personal coaching, trouble-shooting management challenges, career advice, or anything else, e-mail me and we’ll set up a time.

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3. Josmo’s Café

We walked into our friends Esty and John’s house for a holiday dinner and thought we had entered a fine restaurant in Greece. The house smelled incredible! Esty treated us to a recipe she discovered in O Magazine called Braised Mahimahi Puttanesca. It had everything that we love in a Mediterranean dish — olives, capers, garlic, tomatoes, and wine! We thought she had slaved over a hot stove all day, but the recipe is a snap to make. Enjoy!

For seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage. It’s a perfect drink – in moderation!

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4. Thoughts from others

Take the 30-day challenge

January is the month of renewed resolve! We’ve all been guilty of making the promise to ourselves to work out, work less, work more, lose weight, read more or whatever. One or two months into it, we’ve had enough. Well, forget those long-term resolutions! Make your personal challenge doable by keeping it within 30 days.

Here’s a great and a very brief (3.5 minutes) TED talk by Matt Cutts called Try Something New for 30 Days. Matt describes what he’s accomplished in many 30-day time segments and how he has personally grown and benefited.

After watching Matt’s inspiring talk, I chose a 30-day not-so-new challenge of 50 sit ups and 50 pushups. It took me a week to work up to the number since I normally do 25 of each with my exercises, but I did it. Even better, I’ve continued the practice. My new challenge is a bit more fun and relaxing. I love reading novels, but when I get busy, I don’t find the time. So every day for 30 days, I now make the time to read for total enjoyment. Next challenge I choose will be something more adventurous!

The first step in making changes in your life is to make up your mind to do so. What will you do for your 30-day challenge?

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Help Your Front Line Advance Your Bottom Line in 2014

In-house continuous learning initiatives develop superior employees and more satisfied clients – key factors that increase bottom-line profits. Kick off 2014 with a structured, service-selling, skill-building program.

My book and CD audio program Great Service Sells contains 21 five-minute chapters – perfect material for a year’s worth of staff meetings. Agents will acquire a dynamic service-oriented mindset and learn tips and techniques to retain business, round accounts, increase new sales, and earn referrals. A complete chapter list, group learning instructions, and client feedback is on the Great Service Sells info page.

The cost is affordable – 2 Audio CDs & 1 Book is $69.00. Additional books are sold in sets of 5 for $50.00.

In celebration of Selling Strategies 20th anniversary, we’re offering a 20% discount on all books and audios. Apply coupon code HAPPY at checkout to receive your savings.

All orders include a complimentary copy of the 2013 Energizer Minute Collection with the bonus track – 27 Tips to Be a Great Co-worker.

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5. Stay Energized!

January Energizer Minute – 7 Habits – A 25-Year Habit. 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.

Now available! 2013 Energizer Minute Collection with the bonus track – 27 Tips to Be a Great Co-worker. Receive your complimentary copy of the priceless 2013 Energizer Minute Collection plus 27 Tips to Be a Great Co-worker with all learning material orders.

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Attention Agency Owners…

Have you ever had these thoughts and are ready to do something about it?

I’m working too hard for so little return.
Do I have the right people in the right positions?
There are opportunities out there, but I just don’t know where to start.
What can we do to strengthen carrier and wholesaler relationships?
I’m sure our organizational structure and processes could be more efficient.

If you’re seeking a trusted advisor to help your agency reach its full potential, read more about our Agency Development Consulting Services.

To discuss how we can help, please contact me for a complimentary 30 minute conversation. Call 888-309-8802 or emily@sellingstrategies.com.

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6. Emily Live

Let me know if you want to connect when I’m in your area!

Private client – Phoenix, AZ – January 10, 2014
Private client – Kansas City, MO – January 21-23, 2014 – Agency Planning and Development
Private client – San Antonio, TX – February 7-8, 2014 – How to Become the Go-To Company
NAPSLO Mid-Year Conference – Scottsdale, AZ – March 5-7, 2014
Louisiana Surplus Lines Association Annual Meeting – How to Become the Go-To Company – Biloxi, MS – April 1-2, 2014
Professional Insurance Agents of Indiana Annual Conference – Indianapolis, IN – Strengthening Agent-Company Relationships and Deliver Service that Sells and Protects – May 7-8, 2014
Private client – Great Service Sells – Appleton, WI – May 20-21, 2014
Agency Management CIC – Plainview, NY – September 11, 2014
NAPSLO Annual Convention – Atlanta, GA – September 15-17, 2014
NAMIC Annual Convention – National Resort, Oxon Hill, MD – September 21-23, 2014
Agency Management CIC – Louisville, KY – October 15-17, 2014

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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.

© 2014 Emily Huling. All rights reserved.

Strategies for Success Newsletter December 2013 Issue 96

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this December 2013 issue:

Thoughts from home
Josmo’s Café
Thoughts from the road
Stay Energized!
Emily Live

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1. Thoughts from home

A different kind of party

Some of you may remember my December 2012 Energizer Minute, Giving from the Heart. I shared with you how our friends, Pam and Bill, with a family of five children and 13 grandchildren celebrate Christmas. On a rotating basis, each family selects a charity they all donate to in place of buying gifts for each other.

Pam and Bill’s commitment to giving continues. This year they celebrated their 50th wedding anniversary. Instead of hosting an expensive dress-up party, Pam and Bill (along with another couple also celebrating their 50th anniversary) invested that money in a great cause. The two couples invited 50 friends to dress down, get together, and package meals for the organization Stop Hunger Now.

Anyone can host a packaging event. From the Stop Hunger Now website, I learned that more than 250,000 volunteers have packaged meals to be sent to people in need all over the world. What a great idea for family and friends, a community, or a business charitable giving event!

John and I wish you a wonderful holiday season of gratitude and giving!

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It’s not what you get in life that matters, it’s what you give. EH

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2. Josmo’s Café

Genius Whole Roasted Cauliflower – John found this recipe online. After serving it to company, we now have a new Josmo’s Café signature dish! It’s impressive, delicious, and worth the effort. We served it as an appetizer and four of us devoured it. We had some of the Whipped Goat Cheese dip left and enjoyed it with cut up vegetables and crackers the next night. YUM is all we can say about this dish!

Looking for a tasty and easy gift bread to give this holiday season? Apple Nut Quick Bread is always a hit when I give it to family and friends.

For seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage. It’s a perfect drink – in moderation!

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Providing Great Service One Touch at a Time is my latest article in Rough Notes magazine. Six ideas to make your client’s experience the best it can be!

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3. Thoughts from the road

Assuming personal accountability

I overheard the man seated in back of me on the plane calmly tell his predicament to the person on the phone. His side of the conversation went like this. “I just boarded a plane. When I looked at my seat assignment, I noticed my checked baggage receipt has another flight number on it than the flight I’m sitting on. I’m on a United flight to Chicago and the tag is marked for a USAirways flight to Chicago that gets in two hours later. Is there anything that can be done?” Silence. “OK.. I’ll figure it out with the baggage people when I land. I should have paid more attention when I checked my bag.”

I know that this can happen since I’ve been a passenger on many co-share flights. That means several airlines sell tickets on the same plane using their own flight numbers. Mistakes happen.

What impressed me about what I overhead is that this man didn’t blame anyone. He didn’t surround the story with irrelevant details. He simple asked a legitimate question. What a refreshing and mature approach to a situation that was outside of his control.

Moral of the story: If sharing our personal drama and inconvenience won’t change the circumstances, leave it out of the story.

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Increase your Bottom-Line Profits in 2014!!

In-house continuous learning initiatives develop superior employees and more satisfied customers – key factors that increase bottom-line profits.

Save now – 40% Discount on DIY Learning Materials for 2014

Purchase a results-producing and affordable bundle package of audios and books to build management, sales, and service skills at a 40% savings. The learning package includes:

Be a Better Boss: 10 Strategies to Develop Top Performers (audio CD)
Be a Better Producer: 10 Strategies to Earn More Money (audio CD)
Be a Better CSR: 10 Strategies to Differentiate Yourself and Delight Customers (audio CD)
Two Hours to a Winning Sales Plan (audio CD and online materials)
Great Service Sells: How Great CSRs Turn Service into Sales (book and audio)

Click Here for detailed information and to order online

Offer good until December 31, 2013. All orders include a complimentary copy of the 2013 Energizer Minute Collection with the bonus track – 27 Tips to Be a Great Coworker.

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4. Stay Energized!

December Energizer Minute – You Never Know What Others are Thinking. 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.

Now available! 2013 Energizer Minute Collection with the bonus track – 27 Tips to Be a Great Co-worker. Receive your complimentary copy of the priceless 2013 Energizer Minute Collection plus 27 Tips to Be a Great Co-worker with a $50.00 product order.

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Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Emily, what are your most popular conference speaking topics? Here’s my answer to that frequently asked question.

How to Become the Agent of Choice
Deliver Service that Sells and Protects
Culture – How to Change – Where to Start
A Marketing Plan: Your Road Map to Success
Kick Your “But” – Removing the Obstacles to Sales Success

Click Here for a complete list of speaking topics and information on fees and CE credits.

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5. Emily Live

Let me know if you want to connect when I’m in your area!

Private Client – San Antonio, TX – February 7-8, 2014
NAPSLO Mid-Year Conference – Scottsdale, AZ – March 5-7, 2014
Louisiana Surplus Lines Association Annual Meeting – How to Become the Go-To Company – Biloxi, MS – April 1-2, 2014
Professional Insurance Agents of Indiana Annual Conference – Indianapolis, IN – Strengthening Agent-Company Relationships and Deliver Service that Sells and Protects – May 7-8, 2014
Private client – Great Service Sells – Appleton, WI – May 20-21, 2014
Agency Management CIC – Plainview, NY – September 11, 2014
NAPSLO Annual Convention – Atlanta, GA – September 15-17, 2014
NAMIC Annual Convention – National Resort, Oxon Hill, MD – September 21-23, 2014
Agency Management CIC – Louisville, KY – October 15-17, 2014

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter November 2013 Issue 95

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this November 2013 issue:

Thoughts from the office
Josmo’s Café
Thoughts from the road
Stay Energized!
Emily Live

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1. Thoughts from the office

Is everybody in?

Consummate customer service is not a strategy, it’s a way of life. That message was delivered loud and clear at the fabulous NAMIC annual convention in Seattle in September. Keynote speaker Robert Spector, author of the book The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company, delivered a powerful message based on his long-time research of this 112 year-old company in its fifth generation of family ownership and leadership.

Mr. Spector shared personal stories, employee anecdotes, and customer testimonials to drive home his beliefs of what creates Nordstrom’s extraordinary customer-focused culture. While none were new to me, his message reinforced just how vitally important they are. How does your firm measure up?

Tell your story. People relate to past, present, and future. Do all employees know who you are, what you do, and what you stand for?
Hire people who are nice and motivated. “Hire the smile. Train the skill.”
Nurture employees through support, praise, recognition, and reward.
Empowerment. Nordstrom is famous for its simple employee guidebook. “Use your good judgment in all situations. There are no additional rules.”
Emphasize and promote communication and teamwork.
Create an inviting place – in person, online, on the phone.
Be ready at all times to adapt to change.
The sale is never over. Cultivate, nurture, and sustain the customer relationship. It’s a people business, not a product business.

What, if anything, can you and your organization improve so everybody is on the same page?

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Employees treat customers the way they perceive they are being treated. EH

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2. Josmo’s Café (John, Recipe already on site. move recipe to top of list, create webpage and link)

We’re in the heart of pumpkin season! Pumpkin spice coffee latte, pumpkin doughnuts, pumpkin cheesecake, and surprise, surprise – even M&M’s have a new pumpkin flavored candy! My favorite pumpkin recipe is Frosted Pumpkin Cake Squares. It’s been on the Josmo’s Cafe recipe list for a couple of years, but it’s worth touting again. Enjoy!

For almost seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage.

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Providing Great Service One Touch at a Time is my latest article in Rough Notes magazine. Six ideas to make your client’s experience the best it can be!

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3. Thoughts from the road

Frenzied and fast is not effective

I was seated on board a flight from Charlotte to Chicago at 9:00 on a Tuesday morning. The cabin door closed and the flight attendant, Jimmy, introduced himself. He told us he’d be doing the safety instructions himself, not using the pre-recorded message. Jimmy then took a long deep breath and launched into the safety spiel. He verbally steamrolled through the instructions – seat belts, exit door locations, oxygen mask use, and evacuation slides. He moved at the same pace as John Moschitta, the Federal Express fast-talking man from the 1981 commercial. By the time he finished I was exhausted and took my own deep breath.

Although the plane was packed with frequent business travelers who, like me, could recite the safety instructions themselves, there were some leisure travelers. I wondered if anyone needed to learn those “important safety instructions.” If so, they were out of luck.

Moral of the story. What we say to others may be everyday information to us, but is it for others? Are we speaking in a way that makes sense to our listeners? That applies to both pace of speech and language. Explain acronyms and specialized language. Keep in mind that we explain things for the benefit of our listeners.

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In case you missed this last month – 17 Terrific Telephone Tips Use them as a customer service topic at your next office meeting! Many thanks to all the readers who let me know how valuable this information is!

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4. Stay Energized!

November Energizer Minute – Positive is All Around. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 worth of books and audio programs.

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Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Emily, what are your most popular conference speaking topics? Here’s my answer to that frequently asked question.

How to Become the Agent of Choice
Deliver Service that Sells and Protects
Culture – How to Change – Where to Start
A Marketing Plan: Your Road Map to Success
Kick Your “But” – Removing the Obstacles to Sales Success

Click Here for a complete list of speaking topics and information on fees and CE credits.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Private client – Organic Growth – The Process and Practices of Sustained Success – Greensboro, NC – November 4-5, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013
Private client – How to Become the Agent of Choice – Atlanta, GA – November 19-20, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter October 2013 Issue 94

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this October 2013 issue:

Thoughts from the road
Josmo’s Café
Did you know…?
Stay Energized!
Emily Live

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1. Thoughts from the road

Employee commitment is transparent

The beautiful Baltic Sea was our vacation destination in late August. It was a fabulous trip with seven ports of call. Three memorable experiences were touring Buckingham Palace, witnessing the changing of the guards on horseback in Stockholm, and exploring the palaces in St. Petersburg. John has posted some of our pictures on the website if you’re interested.

Our Elite status on Celebrity Cruises permitted us to take a backstage tour of the Eclipse Theater. Our guides for the tour were three production cast performers. Before we took the physical tour of how they swing from the rafters, move the stage, and change costumes in 30 seconds or less, we were able to ask questions. A question that came early on was this, “How did you come to be a cruise ship entertainer?” Here are the revealing answers we heard.

The talented lead singer, a young woman from Fairfield, Ohio of all places, said “I figured the experience would look good on my resume. After my nine-month contract is up, I’m heading back to the states to do theater work.” A young female Romanian dancer was definitely more enthusiastic when she said, “What a great opportunity to see the world and gain experience! I’m signing up for another contract.” The last performer from Germany, an old man by acrobatic standards at 39, was a lifer in his profession. He said his parents are dancers and he dreads the day he has to hang up the trapeze and rings. When he does, he’ll probably teach. He has been performing on cruise ships for 20 years.

Over dinner that evening, our traveling friends from Toronto, Richard and Susan, and John and I all commented how interesting it was to be half-way around the world and find people with the same attitudes about work we find at home. Some just show up waiting for something better, some enjoy the work and use it as an opportunity to grow and advance and some are absolutely passionate about what they do.

There is one more thing the four of us agreed on. We saw these performers on stage three times. Each of their attitudes was clearly evident in their performances. In fact, after the first show, we commented how disappointing it was to have a great lead singer who didn’t want to be there! She didn’t need to tell us!

Moral of the story: If you think your attitude about your job doesn’t show through, think again.
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2. Josmo’s Café

Two recipes to share with you this month…

We’re wrapping up summer in the south this month. Here’s one more potato salad recipe to add to your collection. Warm Dijon Potato Salad. I like it because it’s a little sharp and adds flavor to a basic main dish. John and I eat a lot of grilled chicken!

Seems like more of our friends and neighbors have fig trees. I love homemade fig jam, but I’m not so keen on the traditional jam-making process. Here’s an easy and delicious Spicy Fig Orange Microwave Jam I found on Simply Recipes. To make it even easier if you plan to eat it right away, just put the jam in regular clean jars and refrigerate.

For almost seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage.

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3. Did you know…?

Go Green – Ditch the Yellow Pages!

I love getting Steve Anderson’s weekly TechTips! Steve is the go-to person about insurance industry technology and productivity. As an info junkie, he always shares news you can use! Here’s one tip I know will be of interest to you.

It is possible to stop getting paper yellow pages! The phone directory opt-out site was created by Yellow Pages Association, the trade organization that represents the publishers of phonebooks in the United States, signaling an acknowledgement that printing and distributing paper phonebooks to every household is no longer a sustainable practice.

To opt out of receiving the phonebook at your door, go to YellowPagesOptOut.com and register. The registration process requires you to enter your address and phone number, but a note on the page promises that this information won’t be used for any purpose other than to opt out.

Once registered, you’ll receive an email with your auto-generated password, which you can then use to log into the site. From there, you can select which phonebooks you would like to receive (wishful thinking on their part?) or click the gray “Opt Out of All” button in the lower left and then click “Save Changes.” After opting out, you’ll get a confirmation email listing the phonebooks you’ll be receiving in the future, if any. I just completed this easy process and received immediate confirmation e-mails.

If you don’t use phonebooks, opt out today — and help save a few trees!

If you want to learn more about Steve’s offerings and sign up for his weekly TechTips, visit steveanderson.com.

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New this month on the website – 17 Terrific Telephone Tips (add link) Use them as a customer service topic at your next office meeting!

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4. Stay Energized!

October Energizer Minute – Protect Your Brand. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 worth of books and audio programs.

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Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Planning your 2014 meetings and events yet? 2014 Speaking Topic List now available!

Many of my clients are starting extra early this year to contract with the best speakers and venues.

Based on client, meeting planner, and participant requests, I’ve developed several new compelling people development and business-building programs for association events, employee meetings, MGA and carrier-sponsored meetings. Click Here for a complete list of speaking topics and information on fees and CE credits.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Private client – Organic Growth – The Process and Practices of Sustained Success – Greensboro, NC – November 4-5, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013
Private client – How to Become the Agent of Choice – Atlanta, GA – November 19-20, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter September 2013 Issue 93

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this September 2013 issue:

Thoughts from the road
Josmo’s Café
Thoughts from the office
Stay Energized!
Emily Live

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1. Thoughts from the road

Perception is reality

As I was peering into the gourmet candy counter at the Halls Country Club Plaza store in Kansas City on a hot July day looking for the perfect salted caramel chocolate, I remembered a candy counter anecdote that I always loved.

A grandfather was driving his grandson back home after a day of fishing together. “Grandpa, can we stop at the candy store before you take me home?” Of course the grandfather said yes. As he pulled into the parking lot at the next candy store, his grandson said, “No, not this one. She takes candy away from us.” Curious, the grandfather told his grandson they’d buy candy there and then go to the other candy store a block away which is the one his grandson said he liked. The child selected a hard candy mix that was sold by the pound. The grandfather requested a quarter of a pound. The woman scooped out candy, put it on the scale then proceeded to remove candy until the scale registered the requested weight. The grandson looked as his grandfather with a smirk that said, “I told you so.”

Good to his word, the grandfather stopped at the child’s favorite candy store. They went in and requested the same quarter pound of candy. The woman behind the counter took the scoop and put some candy on the scale. The grandfather noticed it did not weigh a quarter of a pound. The woman then put the scoop back into the candy and up to the scale where she carefully added a few more pieces bringing the scale to the exact weight. The grandfather looked at his smiling, nodding grandson.

Moral of the story: Perception is reality. Even when the outcome is the same, how we carry out our actions can influence others’ experience and beliefs.

Postscript: When checking on the exact name of this Halls store, I saw that it is slated to close in the summer of 2014 (it opened in 1965) and be consolidated with the Crown Plaza Halls store. If you get a chance before it closes, go visit. It’s a beautiful and classy store.
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2. Josmo’s Café

We love zucchini bread in my family! This is my favorite recipe from Beard on Bread which was my first bread cookbook. The dust jacket is long gone and the recipe page is stained with vanilla, oil, and zucchini juice – as it should be! It’s simple to mix, makes two big or six small loaves, and gets better if you can wait a day or two to eat it.

For almost seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage.

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3. Thoughts from the office

Get new hires off to a great start

What took me to Kansas City, MO in July was to teach Agency Management CIC in Overland Park, KS. I may be the instructor, but I’m always learning from the terrific group of insurance professionals who participate in the program. During the Human Resource section, we were discussing effective management strategies that help new hires get off to a great start. Paul Crisafulli, CIC, from Epic Insurance in Lee’s Summit, MO shared this great idea used by a non-insurance business owner.

The owner asks each new employee to send a brief personal e-mail to him at the end of each day for 30 days to comment on the following: how it’s going overall, what’s been learned, any questions, or any issues the owner should know about.

The class quickly saw the benefit of this simple request. Is the new hire responsible to get this daily assignment done? How understandable is the communication itself? What is the new hire saying about his training and experience as a new employee? Does the employee appear to be interested in and committed to the job?

The same technique can be effectively used with an employee who’s not meeting performance expectations. After the verbal warning which outlines the performance improvements required, have the employee write an end-of-day personal e-mail to the owner or manager for 30 days commenting on how things are going. These reflections will be a good measure to determine how committed and able the employee is to improving performance.

Thank you, Paul, for allowing me to share these great tips with newsletter readers!

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A new employee’s happiness and success requires a solid commitment by both the new hire and the employer.

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4. Stay Energized!

September Energizer Minute – Just Say Thank You. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 worth of books and audio programs.

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Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Planning your 2014 meetings and events yet? 2014 Speaking Topic List now available!

Many of my clients are starting extra early this year to contract with the best speakers and venues.

Based on client, meeting planner, and participant requests, I’ve developed several new compelling people development and business-building programs for association events, employee meetings, MGA and carrier-sponsored meetings. Click Here for a complete list of speaking topics and information on fees and CE credits.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Private client – Service Selling Strategies – Dayton, OH – September 11-13, 2013
Private client – Great Service Sells – Appleton, WI – September 18, 2013
NAMIC Annual Convention – Seattle, WA – September 22-25, 2013
NAPSLO Annual Convention – San Diego, CA – September 29 – October 2, 2013
Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013
Private client – How to Become the Agent of Choice – Atlanta, GA – November 19-20, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter August 2013 Issue 92

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this August 2013 issue:

Thoughts from the office
Josmo’s Café
Thoughts from others
Stay Energized!
Emily Live

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We had 367 registrations for Selling from the Inside – 3 Key Practices to Grow Your Bottom Line, the July complimentary webinar sponsored by AgenciesOnline!! Half of the connections participated live while the rest took advantage of the recorded presentation.

We continue to be overwhelmed by the feedback and response. AgenciesOnline is still offering free demos for agencies to compare their current online strategies to what AgenciesOnline offers – web design, insurance-specific content, social media strategy, and e-marketing. Contact Val Jordan to set up your private demonstration.

Many agencies have taken advantage of the Selling from the Inside Learning Materials Offer to continue in-house classes to reinforce what was learned and discover new techniques. Save over $100 when you buy five programs. All bundle orders receive a complimentary copy of my book Selling from the Inside. Offer good until August 9, 2013.

These offers are available to all newsletter readers, not just webinar participants.

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1. Thoughts from the office

We don’t do it that way – and here’s why

Jerry is a long-time, very successful agency owner. He’s in the category of sales expertise I call “respectful confidence.” That’s when a salesperson is secure enough to thoughtfully choose his business partners and the terms of the relationship. However, in these difficult economic and soft market times, even the most assured of salespeople are tested. Jerry was and won.

Jerry received a request for proposal, an RFP, from a large risk that he was extremely interested in writing. The RFP requested a preliminary interview with interested agents. If selected, the agents submit a proposal based on specifications provided by the account. Jerry’s firm does not participate in the RFP process of quoting so this is what he did.

Jerry accepted the invitation which required him to drive three hours to meet with the risk managers for the agent selection meeting. He said to the group, “We don’t do it this way and here’s why. An RFP mandates that agents compete against each other and pit our markets against each other to please you to earn your business. That is not in your best interest. That doesn’t give you what you pay us for – working with the markets, sound risk management advice, coverage recommendations, and so on. At our agency, we work on behalf of our clients and will not compromise that by competing against other agents for your business.” The board was quite surprised Jerry came to the meeting to tell them he wasn’t interested in participating. They said no one ever explained the RFP process to them that way. They said they appreciated his time. Jerry went home.

One week later, Jerry got the call. He was to be the agent on the account. No outside competition. In the end, Jerry and his firm delivered what he had promised — a strong carrier, the best coverage, and the lowest cost to his client.

Moral to the story: Stick to your principles and sound business practices at all times. Explain to others what value it offers them. Not only will you sleep better at night, you will prevail.

Summer rerun – originally published in August 2009 newsletter

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“Stick to the basics, ‘til they stick to you.” Thomas J. Wolff, Top of the Table life insurance agent, motivational speaker and author

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2. Josmo’s Café

How we love South Carolina peaches and North Carolina blueberries! Put them together with a sugary-sweet crumb topping – nothing better to celebrate the summer in the Carolinas! The featured recipe this month is Carolina Peach Blueberry Cobbler. I’m sure it’s great with peaches and blueberries from wherever you live! Top with vanilla ice cream for the perfect dessert.

For almost seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage.

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3. Thoughts from others

I love getting Soundview Executive Book Summaries each month to get a taste of the most current trends in business thinking. The June issue featured How to Say Anything to Anyone: A Guide to Building Relationships That Really Work by Shari Harley. Lots of great ideas were in the brief summary, but this one is a real keeper.

You know the rough spots we get into when working with new people because we don’t yet know about each others’ working styles? Ms. Harley offers the following thoughts to shorten the learning (and pain) curve to quickly determine how best to work together. I hope you find this information as beneficial as I do!

How do you best like to communicate? Via e-mail, voicemail, text message, instant messenger, telephone, or in person?
Are you a morning, afternoon, or night person?
If we need to talk, do you prefer to work by appointment or would you prefer I drop by your office or give you a call?
If I need to reach you outside of regular business hours, what method is best? What time is too early and what is too late to call?
How do you feel about being called on your cell phone?
What are your pet peeves? What types of things annoy you at work?
How will I know when you’re frustrated?
If I need something quickly, how do you prefer to be interrupted?
If I have something to give you when you’re not in your office, where would you prefer I leave it? On your desk or chair or in your inbox or with an assistant?
MOST IMPORTANT – These questions must be discussed person-to-person, not by e-mail. Invest the time to talk about working-style and your relationship will be a positive one.

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4. Stay Energized!

August Energizer Minute – Accept, Don’t Argue. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 worth of books and audio programs.

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Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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Planning your 2014 meetings and events yet? 2014 Speaking Topic List now available!

Many of my clients are starting extra early this year to contract with the best speakers and venues.

Based on client, meeting planner, and participant requests, I’ve developed several new compelling people development and business-building programs for association events, employee meetings, MGA and carrier-sponsored meetings. Click Here for a complete list of speaking topics and information on fees and CE credits.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Private client – Great Service Sells – Appleton, WI – September 18, 2013
NAMIC Annual Convention – Seattle, WA – September 22-25, 2013
NAPSLO Annual Convention – San Diego, CA – September 29 – October 2, 2013
Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter July 2013 Issue 91

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this July 2013 issue:

Thoughts from home
Josmo’s Café
Thoughts from the road
Stay Energized!
Emily Live

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Special invitation to newsletter readers…Complimentary Webinar – Selling from the Inside

Are your agency’s front-line personnel taking advantage of every opportunity to retain renewals, write new business, and gain referrals? Join me for a fast-paced, high-content program and learn easy-to-apply strategies to improve your clients’ experience during the claims process and identify and capitalize on your competitive advantage.

I hope you’ll make time to attend my Selling from the Inside – 3 Key Practices to Grow Your Bottom Line Webinar sponsored by AgenciesOnline. I promise you’ll receive lots of new and valuable information!

It’s being recorded and will be available until July 24 so don’t worry if the date isn’t convenient! Sign up for the event to get the On Demand access information.

Date of Live Broadcast – Wednesday, July 10 at 1:00-2:00 PM EDT

Space is limited.

Reserve your Webinar seat for the live or recorded broadcast:

https://www2.gotomeeting.com/register/463765602

Hope to see you there!! Emily

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1. Thoughts from home

Polishing Your First Impression

Father’s Day dawned beautifully cool and dry at our home in Terrell, NC. It was a perfect day to wash and wax our mailbox. Yes, our mailbox, not the car! Before you call me crazy, allow me to explain why we have a mailbox that requires tender loving care — and polishing!

What’s the first thing you see when you approach a house in a suburban neighborhood? All together now — the mailbox! Have you ever noticed that some mailboxes in front of beautiful homes are dirty, broken or just weather beaten? Well, I do and it’s not a great first impression. John and I want our mailbox to convey the care we put into our home. I get teased and complimented at the same time by neighbors who pass by when I’m washing and waxing our mailbox which I do twice a year. “You can have one, too!” I tell them and they laugh.

First impressions stick with us. It can take many additional encounters to overcome someone’s negative first impression of us and that’s if we’re lucky enough to get an opportunity. Take a moment to self-examine the first impressions you convey. Consider your smile, greeting, posture, handshake, personal appearance, care of your car, home, and office space. Is there something that could benefit from polishing?

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We never get a second chance to make a positive first impression.

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Improve your customers’ experience by making Great Service Sells a recurring topic at meetings!

Great Service Sells, a book and companion audio CD, is a ready-to-use customer service improvement program for your agency staff meetings!

Great Service Sells: How Great CSRs Turn Service into Sales is designed for CSR group learning in staff meetings using both the print book and accompanying audio CDs. Presented in 21, five-minute chapters, the tips, techniques, real-life stories and personal challenges offer a year’s worth of education sessions. For a complete list of chapters and facilitation tips, view the Great Service Sells info page.

One book and companion audio CDs are $69.00. Five additional books are $50.00. Newsletter readers receive a 20% discount by using coupon code NEWS11 at checkout.

As a bonus, all orders will receive the priceless 2012 Energizer Minute Collection CD that includes 27 Quick Tips for Business Success!

View Details with Link to Purchase

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2. Josmo’s Café

Nothing like the smell of garlic and basil to know it’s summer in our house! Our basil is growing like crazy this year. I’ve already made three batches of my favorite pesto from the Joy of Cooking cookbook. It’s the traditional recipe made with pine nuts and basil. Pine nuts are quite expensive. Trader Joe’s has the best price at $7.99 for a half- pound bag . We now refer to the pesto as pesto gold!

In honor of my new batch of pesto, I made our very favorite Salmon Pesto Packets which was a past featured recipe. If you love salmon, pesto, sweet onions and black olives, this easy and impressive dish is for you!

Thanks for your feedback on last month’s featured recipe and video on how to make the best corn on the cob in the microwave! Don’t miss the hilarious two-minute video on how-to do it!

For almost seven years, Josmo’s Cafe has been a joy for John and me! Learn the history and try the famous Josmo’s Cosmo cocktail posted on the Josmo’s Café webpage.

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3. Thoughts from the road

I was at the boarding gate on my way to Chicago watching a distinguished silver-haired man frantically searching in his briefcase. I overheard him say to his male colleague, “I must have left my wallet at the security checkpoint. Watch my luggage.” Off he ran. As soon as he left, I said to his friend, “I’m sure it’s in there. Men can’t find anything.” He laughed.

Three minutes later the man returned out of breath and said his wallet wasn’t at security. He picked up his briefcase again and this time took everything out of it. Buried under his laptop he found his wallet. He laughed with relief. I caught his eye and asked him if I could ask him a question. He nodded. “Does your wife complain that you can’t find anything in the refrigerator?” With a puzzled look he said, “How did you know?” I just smiled.

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4. Stay Energized!

July Energizer Minute – It’s Never Too Late. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 of books and audio programs.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Planning your 2014 meetings and events yet? 2014 Speaking Topic List now available!

Many of my clients are starting extra early this year to contract with the best speakers and venues.

Based on client, meeting planner, and participant requests, I’ve developed several new compelling people development and business-building programs for association events, employee meetings, MGA and carrier-sponsored meetings. Click Here for a complete list of speaking topics and information on fees and CE credits.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Agency Management CIC – Kansas City, MO – July 18, 2013
Private client – Great Service Sells – Appleton, WI – September 18, 2013
NAMIC Annual Convention – Seattle, WA – September 22-25, 2013
NAPSLO Annual Convention – San Diego, CA – September 29 – October 2, 2013
Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter June 2013 Issue 90

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this June 2013 issue:

Check it out
Thoughts from others
Josmo’s Café
Did you know…
Stay Energized!
Emily Live

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1. Check it out
Doing errands on a rainy May Saturday afternoon, I was lucky enough to catch the TED Talks Radio Hour on Unstoppable Learning. The program featured several innovative and passionate TED Talk educators including the 2013 TED Prize Winner, Sugata Mitra, for his talk School in the Cloud. Take a break and be inspired. Listen and be fascinated about his SOLE – Self Organized Learning Environment concept. Tune in to past TED Prize Winners to be even more inspired!

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Would you like to improve your customers’ experience?

Great Service Sells, a book and companion audio CD, is a ready-to-use customer service improvement program for your agency staff meetings!

Great Service Sells: How Great CSRs Turn Service into Sales is designed for CSR group learning in staff meetings using both the print book and accompanying audio CDs. Presented in 21, five-minute chapters, the tips, techniques, real-life stories and personal challenges offer a year’s worth of education sessions. For a complete list of chapters and facilitation tips, view the Great Service Sells info page.

One book and companion audio CDs are $69.00. Five additional books are $50.00. Newsletter readers receive a 20% discount by using coupon code NEWS11 at checkout.

As a bonus, all orders will receive the priceless 2012 Energizer Minute Collection CD that includes 27 Quick Tips for Business Success!

View Details with Link to Purchase

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2. Thoughts from others
Separating personal troubles from work

On May 20, 2013, USA Today published an interview with Chris Gardner, the man whose life story is the basis for the Will Smith movie The Pursuit of Happyness. Last year, Chris lost the love of his life, his wife Holly, to brain cancer. This life-changing event was a turning point and motivated Chris to start his own business Chris Gardner Media. He now spends 200 days a year on the road doing motivational speaking. Here’s one excerpt from the interview that I thought would be of interest.

USA Today interviewer: When employees have troubles at home, how open should they be with their bosses or co-workers?
Chris Gardner: I’ve had that experience, (and) I don’t want to know all that. I want to know you’re coming in here, and you’re gonna work. But your personal life, I don’t want to know. When I was homeless and living on the street with my baby on my back, I went to work every day, and nobody knew it. They didn’t need to know. All they need to know is, this guy comes in and lights it up every day.

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Clients, coworkers, and employees all benefit when people leave personal issues at the door.
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3. Josmo’s Café

Our featured recipe for June is delicious Corn on the Cob done quickly (no husking) and easily (microwave) and NO corn silk on it!! Watch this hilarious two-minute video instruction to learn how!

Last month we featured Baked Vidalia onions. I heard from Richard Martin from Vidalia, GA, who shared a variation of that recipe. Instead of butter and allspice, use about two tablespoons Kahlua with a dash of black pepper. Yummy! Thank you, Richard. No-doubt a Vidalia onion expert!

To learn the history of Josmo’s Café and access more café recipes, visit Josmo’s Café!

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4. Did you know – insurance industry news

I attended the American Association of Managing General Agents (AAMGA) Annual Convention in New Orleans last month. What a super event! We were inspired by keynote speakers Colin Powell and Archie Manning, conducted productive business meetings, and attended first-rate social events. There is big news to report from the meeting.

After examining the changing demographics within the wholesale insurance space, the board has voted to expand its membership to include all insurance entities operating on a wholesale basis. Read more to learn the background, the upcoming membership voting process, and proposed name change.

I take every opportunity I can to get the word out about WAHVE, Work At Home Vintage Employees. Sharon Emek and Bill Hunt attend most of the same industry events as I do, so we see each other frequently. Sharon and I are both speakers on the program at the IAIP convention June 5-7 in Orlando. Employers, if you are in need of experienced, professional, knowledge workers, get in touch with Bill Hunt. If you’re a seasoned insurance professional looking for a way to continue serving the industry, get on the website to learn how to become a WAHVE!

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5. Stay Energized!

June Energizer Minute – The Five-Second Rule. 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.

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 of books and audio programs.

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Selling Strategies’ purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving customer experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

International Association of Insurance Professionals (IAIP) Annual Convention – Take Charge of Your Career and Time Tactics: Accomplish More, Stress Less – Orlando, FL – June 5-7, 2013
Agency Management CIC – Shreveport, LA – June 26-27, 2013
Agency Management CIC – Kansas City, MO – July 18, 2013
Private client – Great Service Sells – Appleton, WI – September 18, 2013
NAMIC Annual Convention – Seattle, WA – September 22-25, 2013
NAPSLO Annual Convention – San Diego, CA – September 29 – October 2, 2013
Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter May 2013 Issue 89

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this May 2013 issue:

Emily’s mailbag
Thoughts from the road
Josmo’s Cafe
Stay Energized!
Emily Live

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1. Emily’s mailbag – Creating a Culture of Engagement

Dear Emily,

I’m the owner of steadily growing independent agency. In the past four years, we’ve added ten new people, growing from 25 to 35. As our staff has grown, we seem to have lost our family feeling. Some employees just do their jobs and won’t engage with people outside of their departments or participate in agency-sponsored community activities. Is a culture of engagement possible as we grow in size? If so, how?

Sincerely,

We’ve lost that family feeling

Dear Lost,

You most certainly can bring back a culture of engaged employees! It’s common to experience a shift when employee count dramatically grows. It’s easy for people to feel like a number instead of a valued member of the team if management doesn’t apply engagement-building strategies. Some ideas:

Keep people informed by holding monthly state-of-the-office breakfast or lunch meetings. While people are eating, agency leaders should briefly and enthusiastically speak on these topics: agency results; carrier news; department updates; staff changes and recognition; operations and technology updates; sales and service success stories. Allow plenty of time for Q&A and conversation.
Job-shadowing programs break down departmental silos by allowing people to experience firsthand what coworkers do during their work day. Allow at least a half-day for employees to work alongside others. Have employees report on their experiences at department meetings.
One-on-one supervisor/employee coffee chats. Quarterly personal visits keep communication lines open. Use a simple agenda for a 30-minute conversation: what’s going well; ideas to improve our agency; how can I help you achieve your personal goals?
MBWA – manage by walking around. Stopping by each employee’s workstation once a day to check in demonstrates a supervisor’s engagement, interest, and support. This practice saves time contrary to what some supervisors believe. When a supervisor stops by, he or she is better able to manage both the substance and time of a conversation.
Continue to offer and promote community involvement activities. Employees, not the management team, should select two or three causes to become involved with. Not every employee will participate, but as internal communication and understanding grow, people will be more comfortable with the idea of spending time together outside of the office, especially for a worthwhile cause.

Employee engagement happens when the leaders consistently communicate, ask, listen, and support.

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If you’re not genuinely engaged at work, examine if it’s you or your employer who needs to change. EH

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Would you like to improve your customer’s experience?

Great Service Sells, a book and companion audio CD, is a ready-to-use customer service improvement program for your agency staff meetings!

Great Service Sells: How Great CSRs Turn Service into Sales is designed for CSR group learning in staff meetings using both the print book and accompanying audio CDs. Presented in 21, five-minute chapters, the tips, techniques, real-life stories and personal challenges offer a year’s worth of education sessions. For a complete list of chapters and facilitation tips, go to www.sellingstrategies.com.

One book and companion audio CDs are $69.00. Five additional books are $49.00. Newsletter readers receive a 20% discount by using coupon code NEWS11 at checkout.

As a bonus, all orders will receive the priceless 2012 Energizer Minute Collection CD that includes 27 Quick Tips for Business Success!

View Details with Link to Purchase

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2. Thoughts from the road

Resolve customer complaints

John and I were visiting my mom in Phoenix in April at the height of pollen season. Her car, a white Altima, was covered by the thick yellow dust. When we stopped to fill the tank with gas, we decided to take advantage of the quick, inexpensive drive-through car wash. Paying by credit card at the pump, we paid the additional $7.00 for the wash and received the code to enter into the payment machine. We proceeded to the entry point, entered the code and received the green light to proceed into the car wash. We drove ahead expecting to see the stop sign light up letting us know the car wash would begin. We saw the sign, but it did not light up. We stopped a hair past it. Nothing. We backed up. Nothing. We moved forward again. Nothing. By now there are two cars behind us so we exited.

We parked and John went into the store to tell the clerk about our trouble. When John returned to the car he did not look happy. “That guy treated me as if I’d never used a car wash before! On top of that, he told me it happens quite often.” We went back to car wash and are now waiting in line. So much for the quick part of the car wash! We entered the new code and inched forward so as not to miss the critical stopping point. Again, the stop sign did not light up. The bulb was burned out! It was malfunctioning machinery, not operator error. Luckily this time we stopped at the proper spot and the car wash started.

John and I wondered just how long the bulb has been burned out and how many customers had been annoyed and inconvenienced. Our wasted time was about 20 minutes and we weren’t going to waste five more going back in to tell them about their burned out bulb especially after John was treated as if he were the problem.

Moral of the story: Having an effective customer complaint communication plan is a critical component of a customer-driven organization. Do you have one?

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3. Josmo’s Café

Sweet Georgia Vidalia onions are plentiful in North Carolina this month. These easy, fragrant, and delicious Baked Vidalia Onions make a great side dish to a simple chicken or pork entrée. All of our Josmo’s Café guests ask for the recipe which was created by John’s mother. Enjoy!

To learn the history of Josmo’s Café and access more café recipes, visit Josmo’s Café!

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4. Stay Energized!

May Energizer Minute – Get supercharged with Energizer Minutes – one to two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear Look Beyond.

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

Professional Impressions – Everyday Practices Are Critical to Success. Read my newest Rough Notes article and do a self-check. Better yet…use the article in a staff meeting to be sure everyone is up to speed!

Receive your complimentary copy of the priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success when you order $50 of books and audio programs.

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Selling Strategies purpose is to build top-performing sales, service, and leadership organizations. We offer insurance industry expertise to companies, agents, and MGAs to accomplish culture change, strategic planning and implementation, business development, improving the client experience, and leadership and management development and coaching.

To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Professional Insurance Agents of Indiana Annual Conference – Indianapolis, IN – A Marketing Plan: Your Roadmap to Success and Creating Sales Superstars – May 9-10, 2013
Private client – Great Service Sells – Appleton, WI – May 15, 2013
AAMGA Annual Convention – New Orleans. LA – May 20-22, 2013
International Association of Insurance Professionals (IAIP) Annual Convention – Take Charge of Your Career and Time Tactics: Accomplish More, Stress Less – Orlando, FL – June 5-7, 2013
Agency Management CIC – Shreveport, LA – June 26-27, 2013
Agency Management CIC – Kansas City, MO – July 18, 2013
Private client – Great Service Sells – Appleton, WI – September 18, 2013
NAMIC Annual Convention – Seattle, WA – September 22-25, 2013
NAPSLO Annual Convention – San Diego, CA – September 29 – October 2, 2013
Professional Independent Insurance Agents of Colorado Annual Convention – Deliver Service That Sells and Protects and Kick Your “But” – Denver, CO – October 2-3, 2013
Independent Insurance Agents of Kentucky Annual Convention – Louisville, KY – A Marketing Plan: Your Roadmap to Success – November 8, 2013

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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.

© 2013 Emily Huling. All rights reserved.

Strategies for Success Newsletter April 2013 Issue 88

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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2013 Emily Huling. All rights reserved.

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In this April 2013 issue:

Thoughts from the road
Thoughts from home
Josmo’s Cafe
Stay Energized!
Emily Live

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1. Thoughts from the road

Raise your relevance

The 2013 annual NetVU Conference hit a home run again selecting the opening session speaker and program. Daniel Burrus, www.burrus.com, business strategist, global futurist, and NY Times best-selling author of Flash Foresight: How To See The Invisible and Do The Impossible challenged us to identify opportunities and embrace new trends to improve our competitive advantage. Here are my top takeaways:

Business is no longer about customizing products, it’s about personalizing relationships. Today’s technology allows us to humanize relationships.
The problem he sees businesses facing is not legacy systems, but legacy thinking.
The exponential growth in the past two years of technology platforms and power provides us with the tools to grow our digital relationships. Future hard trends, trends that are certain, include increased mobility (cloud computing), product intelligence (chip power), interaction and collaboration (Skype), dematerialization (no paper required), networking across all channels, and globalization.
Dan used the example of his young Xbox playing nephew Ethan. Highly proficient with Xbox360 and younger than ten years old, Ethan’s play world is mobile, real time, global, interactive, and collaborative. Our work environments must mirror the social transformation that is occurring in our lives in order to stay relevant.
Dan Burrus’ call to action was this: How will we use technology to transform every business process we have? It’s a message we all needed to hear.

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What are you doing to guarantee your future success? EH

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New Professional Development Program – Touchpoints 3-CD Audio Set!

What’s a Touchpoint? A touchpoint is a moment of contact with another person. Each connection, no matter how brief, will influence the relationship and business result. These Touchpoint Audio Programs offer innovative perspective and countless personal development and business-building strategies.

Touchpoints for Managers: Improving Employee Satisfaction and Productivity Valued, encouraged, and intellectually stimulated employees are productive employees. Learn dozens of fresh management strategies that heighten employee fulfillment and drive productivity and profits.

Touchpoints for CSRs: Creating Client Connections We are living in a new and demanding world of client expectations. Are you keeping up with what clients require and count on? Advance your level of customer service by implementing both proven and novel ideas.

Touchpoints for Producers: Savvy Selling Strategies Superstar producers follow a specific formula to achieve high hit-ratios, superior retention, and steadily increasing revenues. Discover the strategies that will lead you to exceptional long-term results.

The Touchpoints Series is only sold as a set for $199.

Newsletter readers save 20% = $40.00. Use coupon code NEWS when checking out.

You will receive three hours of insurance-specific, real-world examples, and how-to strategies to make your client connections meaningful and profitable. That’s an investment of about $50 an hour! Your ROI will most likely occur while listening to the first track!

As a bonus, all orders will receive the priceless 2012 Energizer Minute Collection CD that includes 27 Quick Tips for Business Success!

View Details with Link to Purchase

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2. Thoughts from home

Conviction and confidence start young

Quincey and Nathan, my cousin Lisa’s children, and I were enjoying a leisurely Saturday lunch at Chick-fil-A, their restaurant of choice. At 9.5 and 8, they are great observers and conversationalists. When I ask “What’s new?” they are sure to tell me!

Quincey started right in. “Aunt Emily, did I tell you I was doing Girls on the Run?” “Fantastic!” I replied. “What are you learning?” I’m very familiar with Girls on the Run since its roots are in Charlotte. In 1996, Molly Barker founded the organization which has expanded to 200 cities in the US and Canada. Its mission is dedicated to creating a world where every girl knows and activates her limitless potential and is free to boldly pursue her dreams. This is accomplished through a fun, experience-based curriculum which creatively integrates running.

Quincey continued, “Here’s what I’ve learned so far. I should only say what I CAN do, not what I CAN’T do.” What a profound concept for all of us no matter what age or gender!

Quincey’s takeaway comes at a time when there is a lot of buzz about women’s roles and choices. I just read – non-stop – Facebook CEO Sheryl Sandberg’s new book, “Lean In: Women, Work and the Will to Lead.” The best-selling book explores why and how women continue to hold themselves back for career advancement due to our non-changing societal norms. Watch her 2010 TED Talk that led to her writing this insightful book.

My hope is that by the time Quincey enters the work world, female self-limiting thoughts, choices, and actions are history! Lean in, Quincey, lean in!

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3. Josmo’s Café

Every now and then you need some lip-smacking, homemade, salty snacks! Hidden Valley Oyster Crackers were the craze three decades ago and I thought it was time to bring them back or introduce a new generation to these tasty treats. Bet you can’t eat just one! (Is that line already taken?) Enjoy!

To learn the history of Josmo’s Café and access more café recipes, visit Josmo’s Café!

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4. Stay Energized!

April Reminders. April 3 – Happy 3rd anniversary to the iPad. Thank you Steve Jobs for changing our world. April 9 is Free Ice Cream Cone Day at Ben and Jerry’s. April 22 is Earth Day, visit The Daily Green for lots of green tips.

Professional Impressions – Everyday Practices Are Critical to Success. Read my newest Rough Notes article and do a self-check. Better yet…use the article in a staff meeting to be sure everyone is up to speed!

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

May Energizer Minute – Get supercharged with Energizer Minutes – one to two minute audio stories told by yours truly to energize, invigorate, and inspire! Click to hear What’s Your Fingerprint?

Now available!! The priceless 2012 Energizer Minute Collection plus 27 Quick Tips for Business Success. Receive your complimentary copy on all $50 or more book and audio program orders.

Fast Forward Your Success – Selling Strategies offers strategic planning, workshops, coaching, books, and audio learning materials to build top-performing sales and customer service organizations. To learn more, visit www.sellingstrategies.com or call me at 888-309-8802.

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5. Emily Live

Please get in touch if you want to connect when I’m in your area or if you’re interested in a similar program for your organization.

Independent Insurance Agents of Illinois Management Conference – Employee Engagement: Strategies to Gain Competitive Advantage – Chicago, IL – April 17, 2013 – Open to the public!
Professional Insurance Agents of Indiana Annual Conference – Indianapolis, IN – A Marketing Plan: Your Roadmap to Success and Creating Sales Superstars – May 9-10, 2013
Private client – Great Service Sells – Appleton, WI – May 15, 2013
International Association of Insurance Professionals Annual Convention – Take Charge of Your Career and Time Tactics: Accomplish More, Stress Less – Orlando, FL – June 5-7, 2013
Agency Management CIC – Shreveport, LA – June 26-27, 2013
Agency Management CIC – Kansas City, MO – July 18, 2013

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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.

© 2013 Emily Huling. All rights reserved.