Risk Services 2005 STRIMA Conference Jekyll Island GA

Risk Services 2005 STRIMA Conference Jekyll Island, GA September 17 -22, 2005 “The Broker-State Relationship” Building Trusted Partnerships JC Beckstrand, ARM Senior Vice President Aon Risk Services g: 11 aonriskSTRIMA presentation. ppt

Risk Services The Broker’s Challenge “I don’t know who you are. I don’t know your company’s product. I don’t know what your company stands for. I don’t know your company’s customers. I don’t know your company’s record. I don’t know your company’s reputation. Now -- what was it you wanted to sell me? g: 11 aonriskSTRIMA presentation. ppt

Risk Services The Secret to Good Broker-State Relationships Trust Definition: “Firm reliance on the integrity, ability or character of a person or thing” Webster’s g: 11 aonriskSTRIMA presentation. ppt

Risk Services Elements of Trust • Credibility • Empathy • Time • Risk • Likability g: 11 aonriskSTRIMA presentation. ppt

Risk Services The Beckstrand Theory of Broker Relativity Trust = g: 11 aonriskSTRIMA presentation. ppt (Credibility + Empathy) Time Risk x Likability

Risk Services “Cheshire Cat, ” Alice began, “would you please tell me which way I ought to go from here? ” “That depends on where you want to go. ” said the cat. Lewis Carroll g: 11 aonriskSTRIMA presentation. ppt

Risk Services The Broker’s DNA Insightful Creative Problem Solver g: 11 aonriskSTRIMA presentation. ppt Enable/Help

Risk Services Establishing Trust by Creating Joint Problem-Solving Environments Basics • Joint identification of problems/opportunities • Discussion of both parties explicit needs • Mutual option invention • Demonstrate vulnerability Probable Outcomes • Mutual ownership • Mutual involvement • Optimized solutions • Enhanced relationship over time g: 11 aonriskSTRIMA presentation. ppt

Risk Services “Never get angry. Never make a threat. Reason with people. Always seek to work out true differences…” Don Vito Corleone g: 11 aonriskSTRIMA presentation. ppt

Risk Services “Working out the differences” • • • Define your concept of “service” upfront Establish clear objectives and goals that support them based upon “explicit” needs up front Memorialize expectations and planned scope of services in writing Establish working time lines, open items or Gantt charts, with individual task ownership and clear responsibility Meet frequently and talk even more g: 11 aonriskSTRIMA presentation. ppt

Risk Services “Working out the differences” • • Express dissatisfaction clearly and as soon as practical Do not expect scope “creep” Avoid “market selection” broker contests Minimize (throw out) boilerplate RFP language (employ a consultant if necessary) Be open to “discovery meetings” with others Reward success and address failure It’s all about. . . Coverage, Service and Price g: 11 aonriskSTRIMA presentation. ppt

Risk Services “Working out the differences” • • • Top Quality Brokers are Scarce and in Demand Professional Service Firms, not commodities Intellectual Capital has Recognizable Value Consider the Subjectives Objectively Play Together g: 11 aonriskSTRIMA presentation. ppt