The ingredient cannot be missed in client retention and teamwork
Interviewed by Luong Tran Anh Phuong, s3426518, Group 1, RMIT SGS Campus.
Met Mr. Ho Hai Dang under hot temperature of summer afternoon at his house, he was so kind to share interesting experiences in working as a leader in balancing the relationship with clients and his team.
Mr. Ho Hai Dang has been working at Bao Minh Insurance Corporation since 2005 and now he is a General Manager of Agriculture Insurance Division. Bao Minh Insurance Corporation was established in 1994, that was a 100% state-owned enterprise under the Ministry of Finance. In 2004, it turned into joint-stock insurance enterprise and now it ranks the third place in non-life insurance in Vietnam. It aims to provide non-life insurances and consultancy as well as carry out financial investment in 20 different types of group of insurance commercial product such as maritime, aviation, casualty, automobile, agriculture and business activities in Vietnam.
The power of teammates in client retention
According to Mr. Dang, there are two main factors to acquiring new clients. Firstly, clients come to an agency because of its brand and reputation. Another factor is the ability to acquire new clients from particular team. Furthermore, he also pointed out the role of team members in building and maintaining relationship with clients.
“Normally, people think that the role and relationships of leaders in building relationship with clients is very important. But in my opinion, team members and employees are the one that play a key role to the success of each projects as well as building relationship with clients.” Dang said.
He explained that, when two leaders, managers or CEO have a meeting to discuss about the project that they are going to do, they are apt to focus on the policy, strategy, and signing contracts. But how they collaborate, how the project work out and the success of the collaboration that depends on implement of the staffs and employees. To elaborate, in order to bring the best result for the project, staffs and team members have to work hard in research information about clients and their competitors, understand client’s SWOT and markets.
In business, it is essential to maintain relationship with clients. As Solomon (2008) stated that “Great Work Wins Business; a Great Relationship Keeps It”.
“It is better if you show clients see how you care for them. For example, making a call to ask clients about their jobs and health, or ask them going to quan nhau. Be proactive and don’t let your client do this before you.” Mr. Dang said.
He also mentioned about the CRM (Client relationship management) in insurance industry and take CRM at Bao Minh Insurance Corporation as an example. He said that CRM in life insurance work better than non-life insurance. Moreover, in Bao Minh, each department would take responsible for its customers and clients. As a result, it cannot provide the best care services for customers. He hopes that Bao Minh Insurance Corporation will establish a CRM department that specializes in customer caring service for all departments’ clients.
Mr. Dang claimed that, in order to have best result in work, a leader should consider the division of work that make sure all his team are happy with the job offer.
“A good leader means he knows and understands clearly about his team member,” Dang said.
“In my opinion, a leader should base on team members‘ personalities and abilities to divide suitable tasks for them. Besides that, a leader must have ability to evaluate fairly team members’ contributions and show them what they do well and not well. Help them to face the difficulties and encourage learning from mistakes.”
In addition, he divides the tasks in public with the purpose of building team spirit in his members, give them chances to support and help colleagues and more importantly they enhance knowledge as well as gain experiences from each others.
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Solomon, R 2008, The art of client service, Kaplan Publishing, New York.
Baominh, 2012, ‘About Us’, Baominh, viewed on 29 April 2014, <http://www.baominh.com.vn/en-us/category-637-about-us.aspx>.