WHAT DO YOU DO when a client says, “Could you cancel my policy?” or “Could you reduce my sum assured?” Some of us have been taught to respond with a question — something like, “May I ask why you want to do that?” or “Has something changed that led to that decision?” Next time you get that call, say, “No, I can’t do that.” I always leave a little break here to hear their reaction. And the reaction doesn’t really matter, because it’s what you say next that’s important.

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