Importance of Client Relationships

The conversation no insurance broker wants to have with a client I sat across from Mark, a business owner of 17 years, as his voice cracked. "Everything's gone. And they're not paying a dime." His manufacturing facility was destroyed by fire, but he wouldn't get the $1.8M claim payout he expected. Why? A single missed equipment inspection that broke a rule in his policy. This conversation haunts me because it could have been prevented. After looking at more than 400 commercial policies last year, I found a troubling pattern: 78% of businesses don't know they're breaking their own insurance rules. These aren't unusual clauses. They're normal conditions that many miss: • Fire system checks every three months • Updated records of equipment upkeep • Correct storage methods for certain materials Most insurance brokers focus on selling coverage instead of teaching about these rules. It's easier to talk about policy limits than maintenance requirements. But what's the use of a $2M policy that won't pay when you really need it? Now I start every client relationship with a "Policy Compliance Audit" before talking about coverage limits or costs. This one step has prevented possible claim denials worth over $12M in the last three years. What surprising requirement have you found in your business insurance policy? And honestly, did you find it before or after you had a problem?

Let's talk about layoffs in the mental health sector. I've heard stories of companies laying off therapists without a word to the clients they serve. Picture this: You've been building trust and sharing your deepest vulnerabilities with a therapist, and then suddenly, you receive an email. No explanation, just a rescheduling with a new therapist. Like you're switching nail technicians at a salon. The personal connection? Severed. The built trust? Shattered. Can you imagine the distress and disillusionment that could cause? I don't have the retention rates for those situations, but I'd hazard a guess: many don't continue with the new therapist at that company. Worse still, they might disengage from therapy altogether, perhaps forever. Hiring therapists isn't just about filling positions. It's about: ✨ Upholding client trust. ✨ Ensuring therapeutic consistency. ✨ Safeguarding your organization's reputation. ✨ Retaining customers and ensuring their mental well-being. Your staffing decisions, and how you handle transitions, aren't just ethical concerns—they directly impact your bottom line and the broader perception of therapy. Are you truly considering the repercussions of your staffing choices? What's your company's long-term strategy for hiring and firing clinicians? If you're not able to sustain the clinicians long-term, don't hire them. It's better to have a smaller, stable team than a revolving door that erodes trust, diminishes care quality, and reduces your customer base. #mentalhealth #therapy #mentalhealthtech

Trial is supposed to start in 15 minutes. And after waiting five years, the defense just made a settlement offer. You and your client have minutes to decide whether to accept the offer or proceed to trial. In that moment, your client 𝗺𝘂𝘀𝘁 trust you completely. Because in that moment, the financial considerations are important, but clients often value closure or acknowledgement just as much as—if not more than—any money. Once that settlement offer is real, your client has to weigh those priorities.  If you haven't built that trust—or if it's been broken along the way—then your client might end up feeling alone. That can lead to your client seeing your interests at odds with theirs. If that happens, it's impossible for you to do your best work representing them, and it's extremely difficult for your client to make the best decision they can. If you've built trust through your conversations, communications, and visits where your client feels heard and understood, your client has a trusted advisor to lean on. This point might seem obvious, but it's critical. When that last-minute settlement offer is on the table, your client needs to trust you. Start building that trust from your first meeting.

I used to think more contacts meant more opportunities. I was wrong. Thousands of LinkedIn contacts. Only 7 I could call at 2AM. That realization hit me during a run—with no headphones. (Yes, I leave them at home on purpose. Story for another time.) In our digital rush to build networks, we’ve blurred the line between contacts and meaningful connections. Let me be crystal clear: - That promotion you landed? That wasn't your impressive contact list – it was someone's belief in your character. - That deal you closed? That wasn't your pitch deck – it was the trust you established. - That big break you received? That was someone believing in you. Technology gave us reach. But relationships give us relevance. While AI and tech can scale efficiency, authentic relationships scale opportunity. I've pivoted my career multiple times: From professional rugby player to data engineer. From C-suite executive at Fortune 500 companies to author. Each transition was possible not because of my contact list but because of real, human connections. In a world where information doubles every 12 hours, real relationships help you cut through the noise and stay relevant. Staying relevant isn’t just about skills—it’s about the relationships that sharpen your thinking, expand your worldview, and open unexpected doors. Who you stay connected with shapes who you become. So, what’s one relationship you’re going to nurture this week? The right connection at the right time can change everything. PS: I’ve explored more principles like this in my TEDx talk “How to Avoid Being Irrelevant” Watch it here for fresh, practical insights.

When I toured a coffee roastery recently, something struck me. You could see every step of the process: the green beans arriving, the roasting, the grinding, the packaging. Watching it unfold makes you appreciate how much thought and craft goes into a simple cup of coffee. It made me realize how rarely we give our clients that same visibility. Most of the time, the people we serve only see the finished product of the report, the deliverable, the campaign, the insight. They don’t get to witness the expertise, preparation, and decision-making that bring it all to life. But when customers understand the steps behind your work, they value it more deeply. They begin to see the layers of experience that make your results possible and the thinking that separates your process from anyone else’s. Every professional, whether you’re in consulting, design, education, or tech has a unique way of doing things. Those steps might feel routine to you, but to your clients, they can be fascinating. It’s how they start to understand the “special sauce” that makes your work distinct. Mapping out your customer journey isn’t just an internal exercise. It’s a way of telling the story of your expertise. It shows how you gather insights, make choices, and translate ideas into outcomes. When you make that process visible, you invite your clients to come along for the ride. They feel invested, aligned, and more confident in your approach because they can see the logic and care behind every stage. That transparency turns ordinary transactions into long-term relationships. It builds trust, fosters appreciation, and reminds people that your value isn’t just in what you deliver—it’s in how you do it.

People are often surprised by how fast I respond to emails and texts. If it’s not within the minute, it’s usually within the hour. This is important to me because a) I hate getting behind, and it’s easy to address most things immediately; b) something a mentor told me ages ago - People reveal how they handle business right away. This has constantly proven true, whether it’s with agents, managers, club bookers, founders or other investors. If someone is late, forgetful, distracted, disorganized, even rude early on, more often than not, that’s how the entire relationship will transpire. Where there is smoke, there is usually fire. Occasionally, it’s a fluke or extraneous circumstance - and I do like to give people the benefit of the doubt - but first impressions are everything. I know the way that I conduct myself out the gate is important. If I’m not attentive and respectful, that’s the reputation I’ll build. I also know we are constantly fighting the reputation, or the perception people have gleaned from us over the years from being a public persona, without necessarily having a personal relationship with us. I appreciate it when people get back to me, when they’re conscientious, albeit generous with their time, when they’re organized and thoughtful. I appreciate it when people let me know an email or text has been received, so I don’t wonder if they read it. I appreciate those who plan ahead, do their research, and show up prepared. That’s who I want to be in business with, and that’s what people should expect if they’re going into business with me. Also, if you do text me and I don’t answer within the hour, call the police because something terrible has happened to me… (or I’m on a sh!t flight without wifi)

Heat. Air Quality. Insurance Costs. An Indian Reality We Must Confront. Reflecting on a recent article I read around on how global heatwaves, air pollution, extreme weather are no longer distant threats. They’re having real, measurable impacts on homes, health, and financial risk. As an insurance broker, I believe it’s our duty to understand these changes, and help India stay resilient. Here’s what our sector should be really be thinking about:   What’s Changing, and Why It Matters 1. Rising temperatures and worsening air quality are more than environmental issues, they lead to greater health risks (respiratory, cardiovascular), increased mortality, and greater stress on medical systems. 2. Homes in many Indian cities are more exposed: ageing infrastructure, poor insulation or ventilation, and limited cooling systems magnify heat stress. 3. As insurers factoring in more frequent claims for heat damage, pollution-related losses, and weather disasters, premiums go up. That may make cover harder to access for many.   What the Insurance Industry Must Do 1. Embed Climate & Health Risk into Underwriting We need granular data: mapping risk zones for heat, pollution, flood etc., and using that to price fairly. Homes in “hot-spots” may need additional risk mitigation built into policies. 2. Design Products that Pay for Prevention Develop solutions that reward preventive measures, from cool roofing and air filtration to safer construction practices, where it is best to avoid the use of hazardous materials like asbestos. Parametric/trigger-based covers can also play a role, activating when thresholds such as heat index or AQI are breached. 3. Educate and Partner with Clients Many customers are unaware of how indoor heat or local air quality can damage property, health, and finances. Brokers must become educators, helping people assess risk, explore mitigation, reduce exposure. 4.Collaborate with Regulators & Local Governments Building codes, city planning, heat-mitigation infrastructure, pollution control, these are public goods that reduce risk for everyone. Working together can help reduce insurance risk, keep costs manageable, and make adaptation scalable. Why This Is a Leadership Opportunity India is uniquely placed. We have diverse climates, rapid urbanisation, and growing awareness. By acting now: Build trust: clients will value brokers who anticipate change, offer stable, forward-looking solutions. Drive innovation: those who develop climate-resilient products will lead, not lag, as regulation and customer expectations evolve. The realities of climate change are here and so are opportunities: to protect, to innovate, to lead. Insurance isn’t just about recovering losses, it’s about building resilience and enabling safer, healthier lives. #ClimateRisk #IndiaResilience #HealthAndClimate #RiskManagement https://lnkd.in/dYrveZd3 

𝗧𝗵𝗶𝗻𝗸 𝗼𝗳 𝘀𝗼𝗺𝗲𝗼𝗻𝗲 𝗰𝗮𝗽𝗮𝗯𝗹𝗲 𝗼𝗳 𝗹𝗼𝗼𝗸𝗶𝗻𝗴 𝗮𝗳𝘁𝗲𝗿 𝘆𝗼𝘂𝗿 𝗳𝗮𝗺𝗶𝗹𝘆 𝗮𝘀 𝗱𝗶𝗹𝗶𝗴𝗲𝗻𝘁𝗹𝘆 𝗮𝘀 𝘆𝗼𝘂 𝗱𝗼. I know you counted your siblings, parents or your best friends as few of the people who can take care of your family but unfortunately things don’t work like this, they too have their families and they too have responsibilities. So, the simple answer is that there is no one who can take care of your family in the same way as you do. Life is unpredictable, and the responsibility of ensuring your loved ones are well-cared for doesn't end with your presence. It extends into the future, safeguarding their financial well-being even when you're not around. Term insurance is a powerful financial tool designed to be the cornerstone of your family's security. Beyond its role in covering unforeseen events, term insurance serves a unique purpose: replacing your monthly income. Imagine it as a safety net that gracefully unfurls to catch your family, ensuring they don't face financial strain in your absence. Your income is the backbone of your family's lifestyle, education, and dreams. From mortgage payments to school fees, everyday expenses to future aspirations, your earnings play a pivotal role. Term insurance steps in as a dependable ally, providing a steady income stream to sustain your family's way of life. By choosing term insurance wisely, you empower your loved ones to not just cope but thrive, even in challenging times. It's a gesture of profound love and foresight, an investment in your family's resilience. And let's face it, while we can't predict the future, we can certainly plan for it. So, let's take a moment to reflect on our roles as providers and protectors. Let's not just dream of a brighter future for our families but actively safeguard it. Explore term insurance options today; because securing our family's tomorrow is not just a choice, it's a commitment. #financialsecurity #TermInsurance #familyfirst

Most of my new clients come through referrals, not outreach. When someone they trust says, “You should work with them” the entire dynamic changes. The conversation no longer starts at zero. It starts with credibility, with proof already built in, and with a level of trust that no amount of cold pitching can buy. Here’s how I’ve made referrals a core part of my personal brand strategy: 1/ Deliver beyond the immediate ask. One client might come to me for LinkedIn strategy, but if I notice their founder story or positioning doesn’t land with the right audience, I’ll step in and help refine it. When people feel you are invested in their broader success, not just the contract scope, they remember you as more than a service provider. That’s the version of you they share with others. 2/ Make your clients look good in the rooms you cannot access. If a client’s content gains traction and positions them as a thought leader, it is their reputation that rises in front of investors, hiring candidates, and industry peers. Behind the scenes, they are clear about who helped shape that visibility, and those are the moments that fuel strong referrals. 3/ Stay connected long after the work is done. A quick check-in, a thoughtful suggestion, or amplifying their big announcements signals that you are invested in their long-term journey. The smallest actions often spark the biggest introductions. Referrals are not an accident. They are the natural outcome of doing excellent work, creating trust, and ensuring that your clients succeed so publicly and so visibly that other people cannot help but ask who is behind it. That is why referrals are not just a growth channel for me. They are the clearest validation that my work delivers lasting impact.

Pederson, A. B., McLaughlin, C., Hawkins, D., Jain, F. A., Anglin, D. M., Yeung, A., & Tsai, A. C. (2025). Medical mistrust and willingness to use mental health services among a cohort of Black adults. Psychiatric Services, 76(4), 318-325. https://lnkd.in/gtri9hDb Abstract Objective: Black adults experience depression that is more severe than that of their White counterparts, yet they are less likely to receive treatment from a mental health professional. This study aimed to examine the relationships between medical mistrust or trust and the willingness to seek mental health care. Methods: The authors conducted an online cross-sectional survey of 1,043 Black adults in the United States. The primary variables of interest were medical mistrust (measured via the 12-item Group-Based Medical Mistrust Scale; GBMMS) and a single item, derived from the General Help-Seeking Questionnaire, that assessed willingness to seek mental health care. The authors hypothesized that mistrust would have a negative correlation with willingness to seek help from a mental health professional. To estimate the association between level of mistrust and willingness to seek care, gamma regression models were fitted with a log link, and the analyses were adjusted for age, ethnic identity or origin, education, insurance status, personal income, citizenship status, and length of time in the United States. Results: At low levels of medical mistrust (GBMMS scores ≤3), an increase in mistrust was significantly associated with an increase in the probability of seeking mental health care (rate ratio [RR]=1.55, p<0.001). At high levels of medical mistrust (GBMMS scores >3), an increase in mistrust was associated with a decrease in care seeking (RR=0.74, p<0.001). Similar patterns were observed for medical trust. Conclusions: At low levels of medical mistrust among Black adults, each unit increase in mistrust was counterintuitively associated with an increase in willingness to seek care from a mental health professional.