To provide excellent client service, try these ideas from MDRT members.
Set thrilling goals
When you set goals, it is important that they are something you want to do from the bottom of your heart. There are a lot of people who say they have goals, but do they want them so badly they could taste them? That is not always the case.
It’s difficult to keep up your efforts when doing something you don’t really want to do or because you are told to by someone else. On the other hand, if you want something from the bottom of your heart, it is exciting just to imagine when you achieve your goal, and the effort toward it will not be just labor and pain.
To determine whether or not it is a goal that you really want to achieve, ask yourself if you will be thrilled when you achieve it.
—Shizuko Ozaki, Tokyo, Japan, 18-year member
Seeing is believing
When we ask a client at a meeting in our office to look at an illustration or sign an application, how often do we hear them say they have forgotten their reading glasses? All offices have spare pens clients can use, but not many have spare reading glasses. We bought a range of styles and lenses of women’s and men’s reading glasses, and we keep them in the office just for this occasion. You would be surprised how often we use them. It also helps us be remembered for being different and caring.
—Helen A. Jenkins, Dip PFS, Cardiff, Wales, 31-year member
Share your business
If you already have a client base and are only working actively with those clients you have categorized in your A-list, why not let one of your team members be the farmer while you be the hunter? If they are reliable enough to represent you, share your business with them. They might not be as good as you in finding new business, but they might be very good in handling the execution process of a case you have brought in. You will save a lot of time on the nitty-gritty stuff and can instead spend time on business development.
There is a misconception that you may be earning less because you are sharing the remuneration from a sale with your associate. In reality, though, you actually earn more because you have more time to find new clients and focus on your preferred business areas.
—Michael Yen Pon Wan, FChFP, Hong Kong, China, 19-year member
For more ideas, read in Round the Table, “9 easy ideas for better client service and motivation.”
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