https://completemarkets.com/Article/article-post/2757/Do-vacation-rentals-need-special-insurance-coverage/
Do vacation rentals need special insurance coverage?
As a short-term rental owner, is there insurance when a guest damages your home? Does your personal homeowner's insurance cover damages?
A great way to generate some extra income is by owning a second home in a resort town and renting it out for additional income. This is a great way to put a little extra cash in your pocket. However, when something goes wrong for your renters, this can cause major stress for homeowners. If a toilet overflows causing flooding or heaven forbid, your renters cause damage to your property it can be a logistical nightmare for the homeowner. What is the second homeowner to do? Does your personal homeowner's insurance cover these damages? Should you go through your rental websites such as Airbnb or VRBO? These issues can cause a lot of stress for landlords. Many times second homeowners may live far away or even in a different state. Welcome to the what if's of managing a home through the online vacation rental marketplace.
When renting out a cabin, you do have insurance options.
So many families buy second homes in ski towns like Big Bear Lake, California with the hope of renting them out. Popular online vacation rental companies like Airbnb can make the rental process easy. It may sound like a simple way to produce some extra income. When purchasing that ski cabin amidst the pines of the San Bernardino Mountains many homeowners don't think about what kind of insurance do you need for your short-term rental property? Many second homeowners may not even be aware that companies like Airbnb and HomeAway offer their own insurance policies.
Airbnb's Host Protection is here to help
I decided to rent out my home through Airbnb a few years back. After months of successfully profiting off of my vacant second home, I had no idea what to do when a guest purposely damaged my home. Should I use my personal homeowner's insurance? Should I contact Airbnb and open a claim?
My mountain retreat under the tall Jeffrey Pines near Big Bear Lake was my serene cabin to escape to. I decided to rent it out to skiers and travelers for some extra income one ski season. After my renter moved out, I discovered my furniture was vandalized. My carpet was destroyed and the whole cabin (A non-smoking property) reeked of cigarettes. It was thousands of dollars worth of damage. I was so shocked (and pleased) when I called my rental agency, Airbnb, to hear about their host protection policy.
Short-term rental insurance plans to the rescue
Your second home is your sanctuary. What do you do when a guest damages your property?
When listing a home you have purchased for rental through companies like Airbnb their host protection program takes all the guesswork out of what to do if you have to make an insurance claim. This program acts as primary insurance and provides liability coverage to hosts and if applicable also to their landlords. When my property was vandalized by a renter, this insurance policy came to my rescue.
It's always a good idea to let your personal insurance carrier know about rental activity in any space you own. This means whether you are renting out a spare room or that vacant motorhome sitting in your driveway. An insurance policy like Airbnb's host protection policy automatically applies to every Airbnb reservation. On the off chance, you do need to process a claim, they can be filed directly through Airbnb.
Online vacation rental marketplace offers more insurance than you would expect
VRBO or HomeAway is another popular way to rent out that mountain cabin you own, just sitting vacant. HomeAway offers a $1,000,000 liability insurance plan. This provides owners and property managers with plenty of liability protection for all those trips booked through the HomeAway checkout. If something goes wrong with your renter experience, and trust me, it could, this gives you $1,000,000 in primary liability coverage. That is at no additional cost to you. This could be a lifesaver for you and your property if you don't already have a liability policy.
Airbnb's Host Guarantee and Host Protection Insurance are included for every booking. This covers up to $1,000,000 under each program. If you have a short-term rental property and have any issues pop up there is no worry. You just need to contact Airbnb support about their insurance protection program. Their global support is available twenty-four-seven in eleven different languages.
Insurance protection is even offered for experience/adventure hosts like me!
If a hiker takes a fall on one of my scenic hikes, it's good to know Airbnb's Experience Protection Policy has my back!
Short-term vacation rental companies may offer better insurance protection than you would suspect. I work as a local hiking guide in Big Bear Lake California. I had no idea that if a guest takes a fall or rolls an ankle on one of my scenic guided hikes, Airbnb actually has Experience Protection Insurance. Heaven forbid if a guest hiker gets hurt this helps my guests get the help they need. This removes the stress off my back, as the hiking guide. Not only that but as the host, if I get hurt while taking guests on any of my experiences from my snowshoeing tour to my snow play adventure, Airbnb insurance policies will be there to help.
As a rental homeowner and as an Airbnb experience host, it's great to know that there is actually insurance in place to help me out, if I or my guests have bodily injuries during an experience . I love the fact that these vacation rentals by owner companies help out homeowners by providing additional insurance coverage. That way if something were to go wrong with your short-term rental property from legal responsibilities to guest's property or belongings damaged to an injury during an experience, the homeowner has less stress to worry about.
This article was contributed by Amber Woodyard, Big Bear’s hiking, adventure, AirBnB experience expert and nature guide. For more info and contact information please visit Amber's website/blog http://hungrymountaineer.com/ ....
https://completemarkets.com/Article/article-post/2562/14-TIPS-FOR-SELLING-IN-A-HARD-MARKET/
14 TIPS FOR SELLING IN A HARD MARKET
Historically, a hard market is part of the cyclical nature of the insurance industry. At one time, these cycles occurred fairly consistently at about seven year intervals. However, the last significant hard market came in the mid-80s.
A hard market is characterized by increasing rates and/or reduced industry capacity, which leads to affordability and/or availability problems. In addition, both underwriting and claims adjusting usually become more stringent. In the current marketplace, these conditions are exacerbated by increased uncertainty about such loss exposures as terrorism, mold, etc., and by a reinsurance market significantly strained by the events of September 11.
Looking specifically at the E&O marketplace, we can expect increasing rates/premiums and more stringent underwriting. This presents problems and opportunities. The bad news is that competition could lead to lost accounts. The good news is that competition could lead to lost accounts — because it’s probably not desirable to retain all your existing accounts.
There’s more potentially good news: since many carriers are in the same boat, the hard market could lead to new business — and increased premiums mean higher commissions (until or unless carriers start reducing them again). You can use this increased revenue to improve and expand services in a way that differentiates you from the competition.
Let’s take a look at 14 tips you can use to improve your sales performance during the hard market (or, for that matter, any market):
Sales Tip #1: Know your buyer
Whether you’re selling BOPs or Tupperware, you can only sell three things: (1) price, (2) product, and (3) relationship. When it comes to insurance, about 50% of customers are relationship buyers, 25% are price buyers, and 25% buy on the basis of product (10%) or value (15%). If you know where your prospect/insured falls along this spectrum, you can tailor your proposal to them.
Sales Tip #2: Really know your buyer
Develop a client profile/rating sheet that includes everything you know about the buyer down to their favorite TV show.
Identify the real decision makers. You can’t sell insurance if you’re going through a gatekeeper.
Learn all you can about the buyer. Talk to employees, business associates and others to learn what makes this person "tick."
Stay in frequent contact. Communicate with VIP, at-risk, and high-potential customers frequently. Very few of these contacts should be insurance related.
Pay attention to the details. Joe Girard, listed by the Guinness Book of World Records as the best car salesman in the world, said his secret was sending birthday, holiday, and other greeting cards. Throughout the year, keep in contact and do little things for clients (such as sending a magazinearticle on a subject that interests them). Then, shortly before renewal time, do something really memorable that’s unrelated to their insurance.
Sales Tip #3: Don’t give up
According to Guerilla Prospecting, many contacts with fewer customers are far more effective than fewer contacts with many customers:
1 sales contact = 2% of sales closed
2 sales contacts = 3% of sales closed
3 sales contacts = 4% of sales closed
4 sales contacts = 10% of sales closed
5 sales contacts = 81% of sales closed
Sales Tip #4: Don’t ever give up
According to the Darnell Corporation, 20% of salespeople make 80% of sales. More than 50% of all of Avon’s sales come from 17% of their sales reps — who produce 10 times the revenue of the other 83%. The reason: most salespeople quit after one or two initial contacts:
48% quit after the first contact
25% quit after the second contact
12% quit after the third contact
5% quit after the fourth contact
10% quit after the fifth contact
As you can see from the Guerilla Prospecting statistics, 80% of sales require at least five contacts.
Sales Tip #5: Don’t recognize "no"
The following statements all mean "No." However, don’t take "No" for an answer. It might take four or five "Nos" until you get a "Yes."
"I’ll think it over."
"We’ll discuss it and let you know."
"I’m just looking at all my options."
"The price is just too high."
"I’ll have to get back to you."
"Let me see how this fits our budget."
(Source: "Six Rules of Salesmanship to Clinch the Deal," HOC, August 1995)
Sales Tip #6: Use solution-oriented selling
If I said I could come into your agency or company and show you how to close more than 90% of your sales leads, increase your retention rate to 99.9%, and more than double your book of business in less than a year, would you hire me as a sales consultant? You would? That’s odd, because I haven’t mentioned price! When you offer solutions — to create opportunities, solve problems, reduce risk, etc. — price is the last thing that will come up during the negotiations.
Let’s face it. In the minds of the prospects, most insurance is sold using similar approaches, similar coverages, similar proposals, claims, promises, etc. Because prospects perceive all of these elements as equal, price becomes the only variable — which means you need to define the "unique selling proposition" that differentiates you from the competition.
Consider offering a package of solutions unlike anything your competitors offer. For example, provide free or discounted in-house seminars, loss control services, or other perks. Remember, increased commissions might allow you to offer these benefits at little or no cost.
Sales Tip #7: Offer painless selling
In a hardening market, accounts experiencing problems with their current insurance program are your best prospects — because you can relieve their pain. If the person is a "product buyer," you can also create pain by showing coverage gaps compared with your product. Be sure to use vivid examples. Demonstrate how your proposal will boost their bottom line by reducing risk.
Sales Tip #8: Strengthen relationship selling
I’ve had my Personal Lines account with the same agency for 29 years. They don’t offer the best products and I can get far better prices elsewhere. It’s our relationship that keeps me doing business with them.
My mother worked for this agency for a number of years until she became terminally ill and passed away more than two decades ago. During her final year, she was only able to work for a few weeks. At best, one could expect a decent insurance package to provide 60% pay under a salary continuance or LTD program. However, the agency owner continued to issue her full paycheck every two weeks whether she was able to work or not.
When the call came from the hospital that she had only hours to live, I raced there at 2:00 a.m., just before she passed away. At 3:00 a.m., the agency owner and his wife showed up at the hospital to offer any help they could. I’ve never forgotten what they did for my family and, for that reason, I’ve never considered moving my account to save a few bucks.
Relationships build loyalty. Strong relationships based on genuine interest, empathy, and compassion create fierce, almost fanatical, loyalty. If you treat your customers like family and go beyond the call of duty when needed, no coverage perks or pricing discounts can approach the effectiveness of such relationships.
Sales Tip #9: Use testimonials
Include testimonials of long-term clients in your marketing materials. Every time you’re involved in a claim "victory" for an insured, ask for a testimonial. Every time you exceed the service expectations of a customer, seek a testimonial. If possible, target these statements so that recipients of your materials know the claimants. Flaunt the fact that so-and-so chose your agency or company rather than a competitor. If needed, ask a respected client to make a personal visit to a customer on the fence. Prospects will appreciate your personal interest and value the opinions of a peer.
Sales Tip #10: Utilize multiple closes
An effective sales training program can teach dozens of proven techniques that you can use to close the account. For example:
Direct close. Simply ask for the check.
Time-driven close. "Because rates are going up next week, buy now"
Relationship close. If applicable, this is a foolproof method.
Deal/concession close. If the prospect balks, up the ante by adding such benefits as discounted seminars or loss control services.
Sales Tip #11: Provide world class service
Offer consistent, personalized, responsive, reliable, accurate, and professional customer service. Do the unexpected to dazzle customers with your commitment to service excellence.
Sales Tip #12: Overcome objections
Entire books and seminars have been devoted to this subject. Some objections are real and must be addressed, while others mask hidden agendas. Objections aren’t bad, in and of themselves. According to Learning International, a salesperson is 20% more likely to close a sale that includes objections than if the prospect raised none at all.
To minimize objections, sell the benefits, not the product. Focus on emotional (e.g., security/risk) concerns. Stress why the prospect should buy, rather than their objections. Anticipate and be prepared for objections. Avoid bringing up those that the prospect wouldn’t have raised. Don’t talk price until you’ve demonstrated the superiority of your proposal — and never make excuses!
The Alcoholics Anonymous Prayer says, "Lord, give me the courage to change the things I can change, the serenity to accept those that I can’t change, and the wisdom to know the difference." This prayer applies to three major types of objections:
Sincere objections. Negotiate around these.
Hopeless objections. You have to know when to hold ‘em, and when to fold ‘em.
"Smokescreen" objections that have nothing to do with the product, but mask a hidden agenda. Fix the problem, and you’ve made the sale.
Bear in mind that you’ll often be selling to a salesperson who might well know all the canned sales tactics.
Sales Tip #13: Counter price
If you’re selling relationship-based solutions and the product has been fairly priced, the premium should rarely be an issue. However, if your prospect asks for a lower quote and you have to address it, use these "last resort" responses:
"It’s only that much cheaper?!" Imply that the competition’s product or service offers even lower value.
Minimize the cost differential. Put the price difference in daily terms and, by compare it with something tangible: "That’s like giving up a (pack of cigarettes, couple of doughnuts, and so forth) a day."
Make a "premium sandwich." "You get this for $, and this for $, and this for $, and this for $ ...." Constantly repeat the premium difference after you spell out each of the superior benefits your product provides.
Use The Ben Franklin approach. "When confronted with two courses of action, I jot down on a piece of paper all the arguments in favor of each one — then on the opposite side, I write down the arguments against each one. Then, by weighing the arguments pro and con and canceling them out, one against the other, I take the course indicated by what remains." Make sure that the "pros" of your product outweigh those of the competition.
Sales Tip #14: Try the Saturn Approach
Don’t undermine product, service, and relationships by cutting price. Underwrite and price the account accurately using appropriate debits and credits, then stick with it. This will build credibility in the eyes of your client.
Too often, we don’t think of margins or profits when we discount premiums. Assuming that a product has been accurately priced to generate a profit, if the product costs $1,000 includes a 20% gross profit ($200), and the customer is given a 10% ($100) credit/discount, that represents a 50% decrease in margin!
As an alternative to discounting, add value by stressing your product’s superiority or unique benefits. You might also offer premiums by including free or discounted products or services. Create an entire package of value-added services as part of your overall marketing plan — you do have a hard market sales plan, don’t you?...
https://completemarkets.com/Article/article-post/864/The-High-Cost-Of-Failing-To-Market/
The High Cost Of Failing To Market
In spite of those who claim that “marketing costs too much,” John Graham provides four major reasons why just the opposite holds true.
“We had to stop the mailings to our hospitality database,” says Tom Helbach, president of Mosinee Insurance Agency in Wisconsin. “We were getting so many calls that we couldn’t process the work efficiently until we made some internal changes.”
Marketing gives Mosinee Insurance a statewide reach and allows it to compete successfully against an association-endorsed insurance program. The next step is to begin marketing in neighboring states. But this isn’t all. This marketing strategy demolishes the myth that companies only want to do business locally.
It’s true that this marketing initiative as well as others costs money. But business is coming to Mosinee Insurance without face-to-face calls. It costs money, but it’s also efficient and effective. What Mosinee Insurance is doing offers a perfect example of the benefits provided by a marketing-driven strategy vs. one that’s sales driven.
In spite of those who claim that “marketing costs too much,” here are four major reasons why just the opposite holds true:
1. Marketing bulletproofs your business against competitive attack. Most companies don’t give marketing serious attention until something goes wrong. It might be the activity of an aggressive competitor, falling sales, or some internal crisis. Then everyone expects marketing to kick in instantly and solve the problem.
Companies all companies are vulnerable to competitive attack when they fail to create a legacy of marketplace credibility. This means projecting and protecting the company image and constantly caring for the way the brand is perceived and appreciated. This takes time, effort, and money. But when a problem arises (and it always does) there’s a reservoir of goodwill, knowledge, and value that offers protection against the attack.
The hundreds of millions of dollars that tobacco companies are committing to smoking education aren’t at cross-purposes with selling cigarettes. Those sales are far less important than having the public view these corporations as responsive and responsible, thus helping mitigate possible legal, legislative, and regulatory action.
2. Marketing creates your company’s future. When someone calls and says, “I’ve known about you for years,” you know that marketing has been at work doing its most important job. Here’s what effective marketing contributes to a company’s success: Before customers make the decision to buy, they must make the decision to go to you. The objective of marketing is to help customers form a picture in their minds that you’re the right company with which to do business. Behind all this stands a carefully designed and thoughtfully implemented marketing program with one aim: At the moment of need, the customer either seeks you out or welcomes your call.
Today, we’re seeing many companies that have been in business for a long time, but are now in decline. Why? In some cases, their customers have closed their doors, merged, or been acquired; or new competitors have entered the market and grabbed their accounts. And quite possibly, the “inside” customers who knew them so well buyers, purchasing agents, and managers have gone elsewhere or retired.
Unless your company is actively prospecting two to 10 years in advance, you’ll always find yourself pushing for sales!
3. Marketing makes selling easier.If customers have a predisposition toward doing business with your company, product, or service, making the sale becomes far easier. This empowers salespeople to become consultants (and not just to call themselves one). Such common selling problems as overcoming objections and closing techniques become irrelevant. In fact, relying on “selling skills” to get the order is an indication that a company has no marketing.
Everyone in business receives calls that start out something like this: “A couple of weeks ago, I sent you information about our company ” This is a call that goes nowhere today. Of course, salespeople (very good ones, too) run from such antiquated and stifling working conditions.
Trying to make the sale when prospects lack a clear understanding of why it’s in their best interest to talk to you wastes your company’s time, personnel, and money. Jacking up commissions or lowering the price only drives up the cost even higher.
The role of marketing is to create the right environment for selling to be successful. Without marketing, the cost of doing business becomes too high.
4. Marketing extends your reach. Whether it’s drilling down into existing companies to find new opportunities, further penetrating a market or market area, or opening the door to new markets and new territories, marketing is the engine that drives the effort.
To grow your business today, the task is one of going from “nobody knows us” to “everybody knows us.” Few companies are willing to acknowledge the height of the wall that this creates for anyone in sales. Firms enter a new market where they’re not known and then wonder why sales lag. More often than not, it’s the sales force that gets the blame for the debacle, even though the fault was a lack of marketing.
Onstar offers a perfect example of a company that literally drove customers to GM dealers by creating demand for their product. Motion pictures are pitched the same way: “Coming in October.”
CONCLUSION
Here’s the message: It’s failing to market that’s too costly. The bottom-line value of marketing becomes clear when you take into account these three factors: Sales that are going to a better-known (but not necessarily more competent) competitor, sales opportunities that are missed because you’re unaware that they even exist, and thin-margin sales that are being made to save accounts or “get in the door.”
That money is going out the door now. The goal of marketing is to keep it where it belongs on your books.
...
https://completemarkets.com/Article/article-post/1623/INDOOR-AIR-QUALITY-AND-HOW-TO-IMPROVE-IT/
Indoor Air Quality - And How To Improve It
INDOOR AIR QUALITY - AND HOW TO IMPROVE IT (This article contains material that may be of interest to your customers. Use it to distribute as a value-added item, or to inform risk-management consultations.) Modern office building are generally considered safe and healthful working environments. However, energy conservation measures instituted during the early 1970s have minimized the infiltration of outside air and contributed to the buildup of indoor air contaminants. Investigations of indoor air quality (IAQ) often fail to identify any harmful levels of specific toxic substances. Often employee complaints result from 'comfort' items such as cigarette smoke, odors, low-level contaminants, poor air circulation, thermal gradients, humidity, job pressures, lighting, work station design, or noise. The range of OSHA investigations of indoor air quality problems encompasses everything from complaints by one or two employees to episodes in which entire facilities are shut down and evacuated until the events are investigated and problems corrected. Complaints are often of a subjective, non-specific nature and are associated with periods of occupancy. These symptoms often disappear when the employee leaves the workplace. They include headache, dizziness, nausea, tiredness, lack of concentration, and eye, nose, and throat irritation. In approximately 500 indoor air quality investigations in the last decade, the National Institute for Occupational Safety and Health (NIOSH) found that the primary sources of indoor air quality problems are: inadequate ventilation, 52%; contamination from inside the building, 16%; contamination from outside the building, 10%; microbial contamination,...m building fabric, 4%; and unknown sources, 13%. TYPES OF BUILDING PROBLEMS Employee complaints can be caused by two types of building problems: sick or tight building syndrome and building-related illnesses. Sick Building Syndrome is a condition associated with complaints of discomfort including headache; nausea; dizziness; dermatitis; eye, nose, throat, and respiratory irritation; coughing; difficulty concentrating; sensitivity to odors; muscle pain; and fatigue. The specific causes of the symptoms are often not known but sometimes are attributed to the effects of a combination of substances or individual susceptibility to low concentrations of contaminants. The symptoms are associated with periods of occupancy and often disappear after the worker leaves the worksite. Building-Related Illnesses are those for which there is a clinically defined illness of known etiology. They include infections such as legionellosis and allergic reactions such as hypersensitivity diseases and are often documented by physical signs and laboratory findings. TOBACCO SMOKE Tobacco smoke can irritate the respiratory system. In allergic or asthmatic persons, it often results in eye and nasal irritation, coughing, wheezing, sneezing, headache, and related sinus problems. People who wear contact lenses often complain of burning, itching, and tearing eyes when exposed to cigarette smoke. Tobacco smoke is a major contributor to indoor air-quality problems. Tobacco smoke contains several hundred toxic substances. MICROORGANISMS Microorganisms and other biological contaminants (microbials) include viruses, fungi, mold, bacteria, nematodes, amoebae, pollen, dander, and mites. Sources: water-damaged materials, high-humidity indoor areas, damp organic material and porous wet surfaces, humidifiers, hot-water systems, outdoor excavations, plants, animal excreta, animals, insects, food, and food products. Acute health effects: Allergic reactions such as hypersensitivity diseases (hypersensitivity pneumonitis, humidifier fever, allergic rhinitis, etc.) and infections such as legionellosis are seen. Symptoms include chills, fever, muscle ache, chest tightness, headache, cough, sore throat, diarrhea, and nausea. MAJOR INDOOR AIR CONTAMINANTS Acetic acid Sources: X-ray development equipment, silicone caulking compounds. Acute health effects: eye, respiratory and mucous membrane irritation. Carbon dioxide Sources: unvented gas and kerosene appliances, improperly vented devices, processes or operations which produce combustion products, human respiration. Acute health effects: difficulty concentrating, drowsiness, increased respiration rate. Carbon monoxide Sources: tobacco smoke, fossil fuel engine exhausts, improperly vented fossil fuel appliances. Acute health effects: dizziness, headache, nausea, cyanosis, cardiovascular effects, and death. Formaldehyde Sources: off-gassing from urea formaldehyde foam insulation, plywood, particle board, and paneling; carpeting and fabric; glues and adhesives; and combustion products including tobacco smoke. Acute health effects: hypersensitive or allergic reactions; skin rashes; eye, respiratory and mucous membrane irritation; odor annoyance. Man-made fibers Sources: fibrous glass and mineral wool. Acute health effects: irritation to the eyes, skin and lungs; dermatitis. Miscellaneous gases This includes ammonia, hydrogen sulfide, sulfur dioxide, etc. Sources: microfilm equipment, window cleaners, acid drain cleaners, combustion products, tobacco smoke, blue-print equipment. Acute health effects: eye, respiratory tract, mucous membrane irritation; aggravation of chronic respiratory diseases. Nitrogen oxides Sources: combustion products from gas furnaces and appliances; tobacco smoke, welding, and gas and diesel engine exhausts. Acute health effects: eye, respiratory and mucous membrane irritation. Ozone Sources: copy machines, electrostatic air cleaners, electrical arcing, smog. Acute health effects: eye, respiratory tract, mucous membrane irritation; aggravation of chronic respiratory diseases. Volatile organic compounds (VOCs) VOCs include trichloroethylene, benzene, toluene, methyl ethyl ketone, alcohols, methacrylates, acrolein, polycyclic aromatic hydrocarbons, pesticides. Sources: paints, cleaning compounds, mothballs, glues, photocopiers, 'spirit' duplicators, signature machines, silicone caulking materials, insecticides, herbicides, combustion products, asphalt, gasoline vapors, tobacco smoke, dried-out floor drains, cosmetics and other personal products. Acute health effects: nausea; dizziness; eye, respiratory tract, and mucous membrane irritation; headache; fatigue. IMPROVING INDOOR AIR QUALITY Indoor air quality can be improved by engineering changes such as source controls, air treatment, and ventilation. A second approach is preventive maintenance. Finally, administrative changes can be made to reduce risk of employee illness or injury due to indoor air quality. ENGINEERING CONTROLS Engineering controls include source control, air treatment, and ventilation. SOURCE CONTROLS Source control includes substitution, removal, encapsulation, local exhaust ventilation, and use of physical barriers. Adjust combustion sources such as furnaces or water heaters to ensure proper burning and exhaust to an area where re-entrainment will not occur. AIR TREATMENT (the removal of air contaminants and/or the control of room temperature and humidity) 1) the use of filtration, electronic cleaners, chemical treatment with activated charcoal or other sorbents 2) humidity control in range of 20%-60% 3) temperature control in the range of 68-76 degrees F VENTILATION Ventilation includes the use of natural, dilution, local exhaust, or increased ventilation efficiency. The most effective engineering control for prevention of indoor air quality problems is ensuring an adequate supply of fresh outdoor air through natural or mechanical ventilation. Outside air intakes should not be located in close proximity to potential sources of contamination (automobile garages, cooling towers, building exhausts, roadways). The American Society of Heating Refrigerating and Air-conditioning Engineers (ASHRAE) in its 62-1989 standard recommends 20 cubic feet per minute (CFM) of outdoor air per occupant for offices. For smoking lounges, up to 60 CFM of outdoor air per occupant should be provided. When possible, use local exhaust ventilation and enclosure to capture and remove contaminants generated by specific processes. Room air in which contaminants are generated should be discharged directly outdoors rather than recirculated. Ventilation efficiency can be improved by: a) ensuring that outdoor air supply dampers and room air vents are open. b) removing or modifying partitions or obstructions which block fresh air flow. c) rebalancing the system to prevent inflow or outflow of contaminated air due to pressure differentials between rooms. d) preventing poor distribution of make-up air by proper placement of air inlets and exhausts. e) using room fans to improve mixing and dilution of pollutants. PREVENTIVE MAINTENANCE (P.M.) PM plans for humidifiers, water spray and other HVAC system components should include: a) checking damper positions and functioning belts, baffles, ductwork, and system balance. b) measuring airflow and performing necessary adjustment if necessary to meet ASHRAE recommendations. c) replacing filters on air-handling units at regular intervals. d) cleaning air-distribution ducts and dampers. e) replacing damaged insulation. ELIMINATING MICROBIAL CONTAMINATION Eliminate or control all known and potential sources of microbial contaminants by prompt cleanup and repair of all areas where water collection and leakage has occurred including floors, roofs, HVAC cooling coils, drain pans, humidifiers containing reservoirs of stagnant water, air washers, fan coil units, and filters. a) Remove and discard porous organic materials that are contaminated (e.g., damp insulation in ventilation system, moldy ceiling tiles, and mildewed carpets). b) Clean and disinfect non-porous surfaces where microbial growth has occurred with detergents, chlorine-generating slimicides, or other biocides and ensuring that these cleaners have been removed before air-handling units are turned on. c) Maintain indoor air relative humidity below 60% (50% where cold surfaces are in contact with room air). d) Adjust intake of outdoor air to avoid contamination from nearby soil, vegetable debris, cooling towers, or sanitary stacks unless air is adequately conditioned. ASBESTOS AND RADON Although acute health effects are not associated with asbestos and radon, we mention them due to recent concerns about their health effects. Asbestos may be found in: insulation and other building materials such as floor tiles, dry wall compounds, reinforced plaster. During renovation or maintenance operations, asbestos may be dislodged and become airborne. Evaluation of employee exposure to asbestos will normally be covered under the OSHA Asbestos standard. Radon may occur in the ground beneath buildings, building materials, and groundwater. Chronic exposure may lead to increased risk of lung cancer from alpha radiation. ADMINISTRATIVE IAQ CONTROLS Administrative control practices including programs that change the behavioral patterns of occupants. Minimize Exposure. Exposure should be minimized by limiting occupancy of contaminated airspace, limiting use of offending sources to specific areas or times, or evacuating contaminated areas until they can be ventilated adequately. 1) Isolate, if feasible, areas of renovation, painting, carpet laying, pesticide application, etc., from occupied areas that are not under construction. 2) If possible, perform this work during evenings and weekends. If ventilation is turned off during weekends or other periods, ensure that the system is on so that contaminant concentrations are sufficiently diluted prior to occupancy. 3) Supply adequate ventilation during and after completion of work to assist in diluting the contaminant levels. 4) Personnel affected with hypersensitivity should be thoroughly evaluated and the problem identified and corrected before returning them to the workplace. If, after the remedial action, the illness persists in the workplace, the affected personnel should be considered for permanent reassignment to another area. Eliminate or reduce contamination of the air supply. This includes contaminants such as cigarette smoke. Ban smoking or restrict it to designated areas that have their air discharged directly to the outdoors rather than recirculated. Excerpted with permission from SIC Safety Information Currents, Volume III, Number 6, June 1994.
https://completemarkets.com/Article/article-post/332/The-Electronic-Lobby/
The Electronic Lobby
How the telephone can convey a positive first impression of your business.
Salespeople who call upon businesses have a saying: The owner is the one outside picking up the cigarette butts. Why? Because the owner knows that a clean, attractive entrance is crucial to getting the prospect inside the store.
Today, for most businesses, the first contact comes over the telephone. The telephone is your “electronic lobby”-the vital first impression that many prospects receive (and, in some cases, the only impression). Yet, ironically, the same business owner who is out “picking up the butts” may not even interview applicants for the position of telephone receptionist.
FIRST-LINE OFFENSE
The telephone receptionist — not the producer — is your front-line offense. Restaurants pay particular attention to hiring their hosts/hostesses. A host’s smile, personality, friendliness, and ability to function under stress are important assets that predispose the customer toward a satisfactory experience. Within the insurance industry, the telephone receptionist is the host, the greeter. A well-trained, personable receptionist can make or break the sale before the customer ever gets to a producer.
Over the years, I’ve heard many good telephone receptionists, a lot more incompetent ones, and only a handful of what I would classify as exceptional. The exceptional ones made me feel immediately welcome with their words and personality. In a nutshell, they cared about the caller! You know the ones I’m talking about — you enjoy talking with them. They keep you posted on the status of your call; you’re not left on hold for two minutes wondering whether you’re going to talk to anyone. And they take good messages, if need be.
TIME FOR A TEST
Try this little test: Inconspicuously watch your telephone receptionist. Do you sense a rush to process the calls — or does each caller receive a good level of attention and concern? Is the receptionist smiling? A physical smile comes through as warmth in the voice. Are other workers hanging around and talking with the receptionist? If so, discourage the practice. Your customer’s call might come second to the interoffice conversation. Is the receptionist juggling a personal call with the incoming calls? Same problem: The customer comes in second.
START WITH TRAINING
The insurance industry is revered for its dedication to education and training. Yet, how many of us train our telephone receptionists? Unfortunately, too few. The first level of training must be within the agency, company, or brokerage. The telephone receptionist should be given a solid understanding of the nature of the business, the types of calls you receive, and routing of callers to the correct department or personnel. Invite the receptionist to attend occasional meetings and training classes related to the industry. This provides an opportunity to allow clients to meet the person who answers the phones, and vice versa. As with every facet of our industry, it’s a relationship-builder. Plus, the receptionist then feels like a part of the team.
But don’t stop there! Knowing the business and clients is only the first step. Send the telephone receptionist to specific educational sessions on telephone etiquette and personality development. Just call your local telephone company and ask about educational programs. They will provide you with the tools for telephone training. As for the personality angle, Dale Carnegie classes are an excellent investment for every telephone receptionist.
CHANGE THE TITLE
If you haven’t noticed by now, I’ve refrained from using the term “operator,” which automatically instills a condescending tone. This individual does far more than process calls. They’re the host for your electronic lobby — a telephone receptionist. If you’re into high-tech terms, the job classification could be communications coordinator. Build importance into the position and it will pay you back in untold dividends.
WHAT ABOUT EQUIPMENT?
On a final note, let’s talk about equipment. Many telephone receptionists now are provided with the convenience of headsets. Take a few minutes to check the voice transmission quality. Is it tinny? Does it have an echo effect? Is the voice thin and hard to understand? Inferior equipment can cripple a good telephone receptionist.
You might have purchased your current headset on a price-only basis, without any regard to quality and value. Or it’s possible that no one ever checked for voice quality before making the purchase. Or maybe the headset was the best at the time of purchase several years ago. There have been dramatic strides in voice transmission quality during the past couple of years. Maybe it’s time to update the equipment.
Last, but definitely not least, did you invest in an automated, voice-mail telephone system? Did this system replace your telephone receptionist? Are clients’ calls answered with an automated voice and a menu list of extensions? If so, shame on you!
According to the voice-mail inventor Gordon Matthews in an interview with the Dallas Morning News, “The biggest mistake is using voice mail as a company’s receptionist, forcing callers to work their way through a maze of menus instead of having a human direct the initial calls.” (Such systems might also violate the Americans with Disabilities Act, since they are not compatible with telephone devices for the deaf).
Give the telephone receptionist/communications coordinator/electronic lobby host position its due. It is much too important to be taken for granted....
https://completemarkets.com/Article/article-post/911/Employee-Motivation/
Employee Motivation
EMPLOYEE MOTIVATION
Most workplace accidents occur in 'safe' workplaces. Why? Employee error.
What can you do? Employee motivation.
This article tells you to develop and implement an employee motivation program. If you do this and eliminate even one accident, this may be the most important article you read this year.
Nobody wants to get hurt on the job. The purpose of a safety program is to realize the goal of an injury-free workplace. Still, people get hurt at work. Sometimes, injuries are due to lack of appropriate safety equipment or unsafe processes and procedures. Workplace safety laws have been established to correct these types of problems, but possibly the most pervasive cause of workplace injury is employee error.
The employee may take unnecessary risks without even thinking about it. An employee may suffer a back injury despite having been trained in back safety, having a safety belt available, and knowing that there is a risk.
Why don't employees minimize their risks? There may be several reasons, both related to and independent of the job. Job-related excuses might be:
'I've picked up bigger boxes than this before without hurting myself.'
'Back belts are for sissies.'
'I'm too busy to stop and get a belt.'
In these cases, the employee at least thought about possible danger in lifting and alternatives.
Non-job-related reasons for ignoring safety procedures might be:
'I'm mad at my spouse. My kids are a pain.'
'How am I going to get my car fixed? Where will the money come from?'
'What should I wear tonight? Do the Joneses like asparagus?'
'I sure need a cigarette. When's my break?'
In plain words, the employee is distracted from possible risks. The solution to this cavalier attitude toward safety is to develop an employee motivation program.
Employee Motivation Programs
The first step in an effective safety motivation program is marketing. You must instill the value of safety, communicate a commitment to safety, and motivate supervisors and employees to think and act safely. Rather than emphasizing management and control of responses to injury or illness, businesses should work toward preventing them and promoting safety. Such efforts could pay big dividends.
Management must support your motivation program. They must commit to costs, promotions, and the total employee-motivation effort. While employee motivation programs have been shown to provide a terrific savings-to-cost ratio, there are costs. If you save $25,000 on Workers Compensation, you won't automatically get some of this money to spend on safety. The rate of return on an effective safety program can be $4 to $10 for every dollar invested. You need to sell management on the idea and get a commitment.
Promote and maintain safety awareness. You need to set goals, reward success, and acknowledge failures. The employee motivation job isn't complete till the paperwork is finished. Training must include program evaluation and trainee feedback. Both supervisors and employees must be trained.
A variety of motivation programs are based on rewards, contests, premiums, etc. The key is to publicize rewards. Lottery tickets, selected gifts, savings bonds, and cash have all been used as effective rewards. But none, of these will be effective without the basic structure of a workplace safety program.
Reprinted with permission from Safety Information Currents, Volume V Number 3....
https://completemarkets.com/Article/article-post/1878/HOW-TO-INFLUENCE-YOUR-CLIENTS/
How To Influence Your Clients
HOW TO INFLUENCE YOUR CLIENTS by Michael Lovas In the 2000 Presidential campaign, a huge uproar erupted about politicians using subliminal advertising. Allegedly, the Republican Party created a TV spot that flashed the word “Rats” onto the screen. You can use this controversy to great advantage for your business. Here’s how: As an ad writer in the early 80s, I launched into learning everything I could about using subliminal messages to influence my readers. The problem was that all the research at the time focused on visual perception. Ice cubes showed macabre faces. Cigarette packages contained sexual images. These types of subliminal messages appeared in magazine ads. Academic researchers flashed words and geometrical figures into the eyes of research subjects. Do you use any of those techniques in your marketing? Of course not. So, they hold little value for you, right? Still, you can use subliminal messages in a completely ethical way to get your message to your clients. Subliminal influence presents you in the most favorable light. If you’re like most professionals I’ve met, that’s a huge goal that you might not have achieved However, there’s no way you won’t use subliminal, liminal, or superliminal messages to make any client cluck like a chicken or do anything they wouldn’t already do. That said, if the client possess both the need and want for your services, and the ability to pay for them, you might be able to present your written message in way that helps her or him pay more attention to you. That’s important. If you’re a broker, do you want more planners or agents reading your letters? Sure. Isn’t that how you convince them to consider doing business with you? If you’re a financial planner, do you want more wealthy people reading your letters? Of course you do. Isn’t that how you create opportunities for them to know and begin to trust you? The question is: how do you construct your message so more people will read more of it? It has taken me about 20 years to learn these techniques. After reading about twenty books and taking hundreds of hours of training in the fine points of psychological language patterns, it would take me weeks to teach you how to use psychological language patterns like a pro. However, I can give you three basic guidelines that will help you enormously: 1. Build a psychological profile of your best A-level target market. If I’ve heard it once, I’ve heard it a thousand times. “Mike, I’ve got the right demographics!” Although the list you use is certainly important, if all you have is the readers’ ZIP code, you actually know nothing about them. You must answer such questions as:: Do they focus on procedures or alternatives? Do they want direction or would they prefer to set their own standards? Do they rely on testimonials? Are they information seekers or do they jump directly into action? Should you give general or specific information? Once you can answer some of these questions, you’ll be able to talk directly to readers, using language patterns that get past their mental filtering system. Some of this might be unconscious, and some will obviously be conscious. However, until you know who’s receiving your messages, most of it will be wasted. 2. Start with a Truth Frame. Say three things that are immediately and obviously true. The more those things relate to the reader, the better and more effective they’ll be. This technique nudges the reader into believing you. Like a snowball starting to roll down a hill, the Truth Frame begins to build your momentum. 3. Don’t tell them what not to do. In order to comprehend “negative advice” such as “Don’t procrastinate,” “Don’t’ drink and drive,” or “Stop thinking about sex,” the reader must first access the positive of what you’re saying not to do. The “sex” thing offers perfect example. In order to stop thinking about it, you first have to begin thinking about it. When you tell your clients, or your children, to stop doing something, you’re actually encouraging them to begin doing it. Duh. Inside your client’s head is a robot that wants to do good, and is waiting for direction. However, it will only accept the direction when you present it in the right language and in the right structure. Your job is to figure the appropriate language and structure. Only then can you use it to communicate with the client. When you combine those three guidelines, you’ll reach more people more effectively. If you’re really lucky, some of them might cluck like chickens. However, if you don’t pay attention to the psychological aspects of your marketing and sales communication (subliminal or otherwise), many of them will laugh like hyenas! Michael Lovas is the president of AboutPeople (Colbert, WA, a firm that uses Psychological Language Patterns to develop marketing programs. A Master Practitioner of Neuro-linguistic Programming, he teaches financial advisors how to use common-sense psychology to help build trust with A-level target markets. He has written twelve books, mainly on professional communication in the financial industry Michael also holds the distinction of creating “Credibility Marketing” in 1991. For more information, call (509) 465-5599, e-mail michael@aboutpeople.com, or visit www.aboutpeople.com. ...
https://completemarkets.com/Article/article-post/1752/HELP-WORKERS-KEEP-THEMSELVES-SAFE/
Help Workers Keep Themselves Safe
HELP WORKERS KEEP THEMSELVES SAFE Most on-the-job accidents occur in “safe” workplaces. Why? Employee error. What can your Commercial Lines clients do about it? Invest in a comprehensive employee safety motivation program that will reduce injuries in the workplace – increase productivity – and save them money. Some workplace injuries result from lack of appropriate safety equipment or unsafe processes and procedures – problems that workplace safety laws can help correct. However, the most pervasive cause of these injuries is employee error (taking unneeded chances without thinking about them). For example, a worker might suffer a back injury despite having been trained in back safety, having a safety belt available, and knowing that there’s a risk. Employees might fail to minimize their workplace risks for a number of reasons, either related to or independent of the job. Job-related excuses for a back injury might include: “I’ve picked up bigger boxes than this before without hurting myself.” “Back belts are for sissies.” “I’m too busy to stop and get a belt.” In these cases, the employee at least thought about the possible danger in lifting and alternatives. Some non-job-related reasons for ignoring safety procedures might be: “I’m mad at my spouse. My kids are a pain.” “How am I going to get my car fixed? Where will the money come from?” “What should I wear tonight? Do the Joneses like asparagus?” “I sure need a cigarette. When’s my break?” The solution to this cavalier attitude toward safety is for the business to develop an employee motivation program. The first step in an effective safety motivation program is marketing. Management must instill the value of safety, communicate a commitment to safety, and motivate supervisors and employees to think and act safely. Rather than emphasizing management and control of responses to injury or illness, they should work toward preventing them and promoting safety. These efforts could pay big dividends – and lower the client’s premium. The company should support the motivation program by committing to needed costs, promotions, and the total employee-motivation effort. Although employee motivation programs provide a terrific savings-to-cost ratio, they do involve costs. If a client saves $25,000 on Workers Compensation, they won’t automatically get some of this money to spend on safety. However, the rate of return on an effective safety program can be $4 to $10 for every dollar invested. Stress the need for your clients to promote and maintain safety awareness by setting goals, rewarding success, and acknowledging failures. The employee motivation job isn’t complete until the paperwork is finished. Training must include program evaluation and trainee feedback for both supervisors and employees. Base your motivation program on awards, contests, premiums, and so forth. It’s essential to publicize such rewards as lottery tickets, selected gifts, savings bonds, and cash. However, no rewards will work without the basic structure of a workplace safety program. ...
https://completemarkets.com/Article/article-post/2038/WHEN-YOUR-CUSTOMERS-COME-CALLING-TELEPHONE-RULES-FOR-EVERYONE-IN-THE-AGENCY/