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2005 STRIMA Conference Jekyll Island, GA September 17-22, 2005

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. The Broker’s Challenge. “I don’t know who you are. I don’t know your company.

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2005 STRIMA Conference Jekyll Island, GA September 17-22, 2005

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  1. 2005STRIMA ConferenceJekyll Island, GASeptember 17-22, 2005 “The Broker-State Relationship” Building Trusted Partnerships JC Beckstrand, ARM Senior Vice President Aon Risk Services

  2. The Broker’s Challenge “I don’t know who you are. I don’t know your company. 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:\1\1aonrisk\STRIMA presentation.ppt

  3. 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:\1\1aonrisk\STRIMA presentation.ppt

  4. Elements of Trust • Credibility • Empathy • Time • Risk • Likability g:\1\1aonrisk\STRIMA presentation.ppt

  5. (Credibility + Empathy) Time Risk Trust = x Likability The Beckstrand Theory of Broker Relativity g:\1\1aonrisk\STRIMA presentation.ppt

  6. “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:\1\1aonrisk\STRIMA presentation.ppt

  7. Insightful Creative Problem Solver Enable/Help The Broker’s DNA g:\1\1aonrisk\STRIMA presentation.ppt

  8. Establishing Trust by CreatingJoint 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:\1\1aonrisk\STRIMA presentation.ppt

  9. “Never get angry. Never make a threat. Reason with people. Always seek to work out true differences…” Don Vito Corleone g:\1\1aonrisk\STRIMA presentation.ppt

  10. “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:\1\1aonrisk\STRIMA presentation.ppt

  11. “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:\1\1aonrisk\STRIMA presentation.ppt

  12. “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:\1\1aonrisk\STRIMA presentation.ppt

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