What Happened When I Met the Client Who Never Spoke

In 2004, one of my long-standing clients introduced me to his colleague, Mr. Sada. From our very first meeting, it was clear that Mr. Sada was someone who preferred silence over words. When I introduced myself, he responded only with body language—an unspoken nod to go ahead.

As a financial advisor, understanding a client’s demography and psychography is essential to recommend the right financial solutions. When I requested these details, Mr. Sada didn’t utter a word—but he wrote down all his responses diligently. I then presented a few suitable insurance plans. Again, in writing, he requested something in his daughter’s name. Once I shared the right plan, he agreed, filled the application form, and asked me to collect the cheque from his office in two days.

During our interaction, I recommended including a Premium Waiver Benefit, a crucial rider that ensures the policy continues even in case of unforeseen circumstances. However, he initially declined.

When I met him to collect the cheque, I told him, “Sir, we have time till Monday, 10:30 AM to present the cheque. I will call you at 9:00 AM that day. If you decide to go ahead with the premium waiver benefit, I’ll be happy to meet again and complete the required formalities.”

Come Monday, I made the call. He simply said, “Come.” I met him, updated the form, included the premium waiver benefit, and collected the necessary documents.

Till then, every interaction was silent, serious, and reserved. But after the policy was issued, I hand-delivered the document in a neatly arranged file. That moment changed everything—he smiled for the first time, shook my hand, and took me out for a cup of coffee. Over that coffee, he shared why he was so guarded initially.

He narrated two experiences from the past that shaped his view of insurance advisors.

First, back in his hometown, an advisor had gifted his father a New Year diary and pitched an insurance policy. His father declined. The advisor returned the next week with the same suggestion—and again, his father said no. On the third visit, after yet another refusal, the advisor looked at his father and asked for the diary back.

The second experience happened in Bangalore. A friendly advisor living across the street greeted him every morning and built a good rapport. When the advisor eventually suggested a life insurance policy, Mr. Sada agreed and bought one. But after handing over the policy, the advisor never even greeted him again—not a single “hello.”

“These experiences left a bitter impression,” Mr. Sada told me. “Tell me what you think my perception of insurance advisors must have been?”

I promised him a different experience—and delivered on that promise. Since then, I have been managing all of Mr. Sada’s policies, even the ones initially taken from other advisors. Through consistent service and trust-building, I guided him through Comprehensive Financial Planning, covering not just insurance, but also various Investment Instruments for the entire family.

Over the years, he has taken 17 Insurance Policies through me, not just for himself but for his entire family. Even today, though he resides outside India, I continue to provide all services seamlessly.

The Moral of the Story?

Every advisor has the power to either elevate or diminish the client experience. Trust, consistency, and genuine service are the cornerstones of lasting relationships.

So, the next time someone tells you, “All insurance advisors are the same,” remember—they’re not. Not all Clients begin with a negative opinion; it’s often created through poor experiences.