Below is an Autogenerated Transcript

You may recall in Singapore a few years back that Singaporeans decided to take shots at the taxi drivers in the forum page of the Straits Times. Nasty little letters “Taxi driver won’t stop at Orchard Road 1155. The taxi driver doesn’t help people with their packages in the room. Taxi…! And Ravi Veilleux, a journalist for The Straits Times wrote an article when the headline said Eight hundred dollars a month and what do I get? Nothing, but frustration. And in the article, he explained that he uses taxis a lot. And so he spends eight hundred dollars a month on taxis and he’s so frustrated with the drivers he gave up and he bought himself a car. Now I read those articles and I read those letters to the editor with pain in my heart. Because I knew it wasn’t always true. I knew that there were some taxi drivers that were different from that. Somebody picked up a pen and wrote another article to the Straits Times. And the headline read Who can make your day? A taxi driver can. And in the article, praised the taxi drivers and talked about how wonderful they can be and how they can brighten up your life. And in it there was a paragraph he said we all know that the best taxi drivers in Singapore are caring, observant, mindful, friendly, obliging, respectful and tactful. It didn’t say that they were comfort taxi drivers but everybody in Singapore knew. And after that article came out, The Straits Times stopped printing the negative letters to the editor and the articles. Who do you think wrote that second article?

Now here’s my point. One instance of an unbelievable service mindset produces loyalty like that. Do you think that I expect that comfort taxi will do that for me again? Like you think I leave my phone off the hook hahaha? Of course not. “Unbelievable” in service mindset is above the glass ceiling. People remember it, people will defend you in a crisis. Do you have customers like that? Have you served people that way? Have you shown your concern, your care, your sincerity, your extra mile effort, your friendship with people in a way where they say “you know I don’t expect that from my insurance agent. But boy I sure feel differently about him or her. In fact, I feel differently about their company. In fact, I think I have a different feeling now about the whole industry”. “They’re not just out to sell, their out you care, there to serve”. I want to ask you to join me in wrapping up. I don’t want to talk about products or delivery or mindset. I wanna talk about you, down here I said BASIC. I want you to join me. Let’s do this together. In your industry, a lot of people will come on board, learn a little bit, sell some policies to their families and their friends and within one year they’ll quit. Sad but true. Unfortunately, it’s, let’s say it together BASIC. One, two, three. You don’t want to be there. Five years from now when we come back and I say with everybody who’s been here five years please stay standing, you’ll be standing. Over here you have people who take the time to learn more about the product. They study how to listen to the concerns and the hopes and the dreams and the aspirations of their prospects and turn them into customers for life. These are the people who stay in the industry for longer, maybe five years. That wouldn’t be ‘BASIC’. It would be, you know what it is. One two three EXPECTED. And then maybe you say I’m not satisfied without going higher up that building. I want to stay in this industry for at least 10 years. I want to not only know the product, but I also want to help other people to know the product. I don’t want customers, I want friends. I want to care about what I do for a living. I want to know them in the right business. Ten years later I’m going to be one of those people standing that’s not BASIC that’s not EXPECTED, what is it? One two three, DESIRED. Oh come on give me a little more,One, two, three, DESIRED. Yeah and then you may say I found my life calling. I am an insurance agent, I’m proud of it. I don’t sell life insurance, I help people buy life insurance. I don’t help them buy Life insurance, I help them find security in their lives, help them achieve their dreams. I become one of those people that other people in the industry look up to. And I help them. I’m happy to be a mentor. 15 years from now I’m here. What’s that?  SURPRISING. Now put your papers down, put them under your seat. Get your hands ready. Because it’s just possible. You know what to do. Some of you, see this fellow is already standing.He  knows what’s coming next. Come on, get up on your feet. It’s possible that some of you were going to say not just as life insurance, my life but “Thank the lord, I found this industry. I can get meaning in my life, I can bring joy to other people and I can help them achieve their dreams. I know that life insurance is my calling and I’m proud to stand for it in my agency with my colleagues, my family and my friends. I’m here as a teacher to other people, I love what I do for a living thank god.” That would make you one of the people who down ride. Get your hand ready One, two, three, UNBELIEVABLE, again, One, two, three, UNBELIEVABLE. Then let’s do it.