Exceptional client service, for me, means thoroughly putting myself in the client’s shoes and working together to envision holistic solutions, not just partial fixes.
I always center my approach on how I can contribute to this client’s life and/or the future of the company for corporate clients.
For example, I once consulted with an executive who said, “I want to explore insurance for tax savings.” While I could have simply proposed insurance, after evaluating the company’s stock value and business succession challenges, I realized what was truly needed was a plan for transferring shares to a successor and planning retirement benefits.
By collaborating with a tax accountant and creating a holistic plan based on their life goals, the executive himself felt reassured that his and his family’s future was protected.
Holistic financial planning also leads to referrals. For example, while discussing tax or cash flow matters, I may say, “Life insurance could help optimize the overall situation in this area.” This naturally prompts my clients to recall, “Come to think of it, I know someone facing such challenges.”
Also, by consistently demonstrating that you stay close to the client and propose holistic solutions rather than partial fixes, you earn their trust as someone they can confidently refer clients to.
I’ve realized that this approach creates an environment where referrals naturally occur, without directly asking for them.
Atsushi Hirao is a four-year MDRT member and a Court of the Table member.
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