I would like to guess that you all have hundreds of thousands of clients to look after, just like me. Other than categorizing clients into ABC, I want to share another method that works well for taking care of existing clients.

First is client service. Client service is passive. We do whatever clients want us to do. We make sure to reply within 36 hours and complete the task in no more than five working days.

For example, we process claims, update contact details, chase overdue payments, make policy alterations and so on. I set up automatic reminders for tasks that need follow up. I rely on a computer instead of having lots of pieces of paper everywhere.

I also record all communication, both verbally and in writing. Keeping clients informed and always in the loop are very important. Client service is aiming to keep clients happy.

Always remember, one task at a time.

Second is client management. Client management is more active. This covers whatever the clients aren’t expecting or have possibly overlooked, but we do it for them at the right time. Clients hear nothing from other advisors, but we do bring up clients’ benefits as a priority during reviews.

For example, there are birthday greetings, exclusion review and re-assessment, availability of built-in and optional benefits, which were already stated in the policy, plus special benefits promotions.

Client management is aiming to make clients feel satisfied. Clients will appreciate that you went the extra mile for them.

Always remember, schedule those tasks you want to do on a routine basis. Create an automated system to make your life easier.

Many years ago I learned two methods to run my business from my forever mentor, Mr. David Whyte. This valuable structure brings me up to the next level to be able to still qualify as a 20-year MDRT life member.

Having a useful structure, clients enjoy more benefits than before. Clients become happier than before. Emily receives more referrals than before. Emily has more time to write more business than before.

Client services and client management — I believe that when you hold on to these two golden rules in client engagement, clients will spread the news about you. Potential leads will be referred to you automatically. Then you will achieve your MDRT membership and be at the meeting year after year.

Emily S. Tsai is a 20-year MDRT member with one Court of the Table qualification. In 1995, she moved from Taiwan to New Zealand, where she began her career as an advisor. By 2002, she had built a team of 12 advisors, nine of whom were MDRT members as well. She has volunteered for several PGA committees.