Building a business with heart

Being an adviser means being ready to put yourself second when circumstances demand it.

Mike Banda from Care Medical Aid Consultants (CMAC) says that he has learnt many things since switching his focus from life insurance to medical aid. “I made the move after a woman who serviced the same corporate as I did suggested I come on board.

“She saw something in me that convinced her I’d do well in this space. And I haven’t looked back. I’ve learnt as a medical aid adviser that it is an immense privilege (and sometimes a burden) to be the person others look to for solutions.”

A team effort

Mike made the swap in 2008 and, since then, has amassed a number of accolades – including becoming one of Medihelp’s top 10 advisers in 2019. “That gave me the determination and spirit to keep pushing. It was definitely the highlight of my career,” Mike reflects.

He’s quick to add, though, that this achievement would not have been possible were it not for the support of his team. “I might have many years of experience, but it’s impossible to know everything about an industry that moves so fast. I’m incredibly grateful for the people around me who help me navigate it all.”

An emotional shock absorber

Support of this nature is all the more welcome given that an adviser’s job is not always easy. “As a medical aid adviser, you’ll inevitably encounter difficult situations – and you need to be able to come up with a specially tailored solution for each one.

You quickly learn how to solve problems. But you also come to realise that members have their hopes pinned on you. People are looking to you for answers, and sometimes, the answer you have to give them isn’t what they want to hear, like when they’re facing an emergency they aren’t covered for.

“It’s awful being the bearer of bad news at times like these, but you have to be honest while still honouring the emotional bonds you have created over time. That’s how trust is built.

“As an adviser, you’re not just the middleman between the member and the medical scheme. You’re an emotional shock absorber, too.”

Cherish your clients

Mike makes a point of nurturing those emotional bonds continuously because he believes that it is better to retain existing clients than to recruit new ones. Although he acknowledges the importance of growing a business, he insists that no amount of effort invested in marketing is quite as effective as a referral from an existing member.

And to earn those word-of-mouth recommendations, providing top-notch service is all important.

“I’m keenly aware that I stand to lose my clients if I don’t provide the best service. That’s why I’m more focused on making sure my clients are happy than pushing new business. Otherwise, you’re just pouring water into a bucket that’s already leaking.”

Medihelp ­– a scheme that makes it easy

Luckily, says Mike, Medihelp makes it easy to offer great service. He says that this is thanks to the scheme’s structures and clear processes, which make every transaction a simple matter.

When an issue or a query arises, he knows exactly whom he should consult to obtain an answer as quickly as possible. That removes a lot of the pressure associated with the job allowing him to focus on what’s important. Small wonder, then, that Medihelp’s members currently account for around 90% of his book.

Moving in the right direction

What’s next for Mike? “I think that it’s important to have goals that move your life in a certain direction. For me, reaching these goals in a way that brings happiness means cementing financial security.

“Every day brings a reminder that this is a competitive industry, with every adviser wanting to do their best. That’s why I concentrate on managing my book to the best of my ability.”

Adapt – but never compromise who you are

Mike says that one of the challenges of being an adviser is that you will encounter every type of personality. And whether you are interacting with someone kind or difficult, you have to keep your reactions to a minimum. Here are his tips for doing this successfully:

• You need to have a heart.
  “Being an adviser is like being a doctor – you’re dealing with people non-stop. To do your job well, you need to have a heart for people and you must be willing to do what it takes to help them.”

• Remember: It’s not personal.
  “As an adviser, you’ll find yourself in all sorts of situations and encounter all sorts of people. Some people can ruin your day with a single word – if you let them. The trick is not to take things personally. Often, the people you’re helping are in crisis. But you can’t panic with them. You have to remain calm, because they depend on you. It’s not about you – it’s about them.”

• Patience is non-negotiable.
  “You always have to try to accommodate people. You need to show up for them, in good times and bad. Your availability is key.”

If you’d like to get in touch with Mike, you can email him at mikebanda007@gmail.com.

Want to make a real impact on people’s health journeys? Partner with Medihelp and grow a career that matters.

Written for Medihelp by Lisa Witepski