In many professions, including financial services, the difference between a transactional interaction and a meaningful relationship often comes down to the element of authenticity.

Crystal Ong, a four-year MDRT member with two Court of the Table qualifications from Singapore, has built her practice on this foundation, choosing to prioritize genuine client care and long-term relationships over quick wins. Her approach has been effective with fresh graduates, who are navigating complex financial decisions for the first time and need guidance they can trust.

Building a foundation based on trust

To Ong, authenticity in her client relationships means being honest and transparent in the advice she provides. "I only recommend plans that I genuinely believe in and would consider for myself," she shares. Beyond just product recommendations, this approach shapes how she handles her clients’ uncertainties and expectations about wealth management.

"There is no such thing as a perfect plan, so it's important to communicate both the pros and cons clearly, especially when comparing options," Ong notes. Rather than projecting false confidence, she embraces transparency when she doesn’t have the answers. "If I'm unsure about something, I don't pretend to have all the answers — I'll let the client know and get back to them after verifying the information."

Her reasoning is simple: "Clients can usually sense when someone is being insincere or over-promising. Being upfront builds trust, and that's the foundation of any strong client relationship."

How authenticity transforms relationships

This client-first philosophy has enabled Ong to work effectively with fresh graduates, who make up approximately a third of her client base. She recalls instances where prospects expressed strong interest in high-premium wealth accumulation plans, yet she recommended they wait. "After conducting a proper cash flow analysis and understanding their spending habits more deeply, I have advised some of them to hold off on such commitments," she explains.

Instead of pursuing the immediate sale, Ong takes a different approach. "I guide them toward establishing healthier budgeting habits and realistic financial goals. We then revisit their situation every few months to reassess their readiness." This strategy, while potentially costing her short-term revenue, creates something far more valuable. "By prioritizing their long-term financial well-being over immediate sales, the relationship often grows into one built on mutual respect and trust," she shares.

This has also shaped how she views wealth management for young professionals. In particular, she emphasizes to her clients that everyone's financial situation is unique. "For instance, some people may have a head start with insurance because their parents bought policies for them early on — others may be starting from scratch. Some may land a high-paying job right after graduation, while others may begin with a more modest income. There are also those who need to support their parents or siblings, whereas others only manage their own expenses," she explains.

Given these varied circumstances, Ong advocates for personalized planning over generic advice: "That's why I remind my clients that it's not always helpful to compare yourself with others or try to follow rigid financial ratios or standards set by the internet. Instead, focus on your own journey."

One concern that consistently emerges among her young clients is Singapore's challenging property market. "One of the most common concerns among fresh graduates is whether they'll ever be able to afford a home, especially given rising property prices in Singapore," she observes. This reality has shaped her approach to wealth planning for younger clients, emphasizing the need for both immediate and long-term strategies.

A piece of advice she typically shares with her clients is: "If you know you'll need a significant sum for a home in a few years, be mindful of where you're saving. Avoid locking that money into long-term plans that aren't easily accessible when you need them. At the same time, don't neglect your long-term financial goals."

The power of personal connection

Maintaining authenticity while respecting professional boundaries is an important skill for any advisor. For Ong, this means listening actively, empathizing with clients' situations, and avoiding overly technical jargon. This helps clients feel comfortable opening up about their concerns. At the same time, she respects their space and privacy, being mindful not to overstep boundaries.

This philosophy also guides how she approaches new clients who may initially be skeptical or wary. Rather than relying on rehearsed sales techniques, Ong has developed authentic methods to build rapport quickly, by providing concrete examples that resonate with clients' concerns. "I like to share real examples (kept anonymous) with my clients, including my own investment portfolio returns. I also show them claim statistics from my organization's website, where the number of claims paid out each month are reported."

This helps counter a common assumption among her younger clients. "Many fresh graduates tend to believe critical illnesses are something they won't have to worry about until much later in life — and honestly, I understand that mindset. But I’ve observed more people getting seriously ill at a younger age," she shares.

The impact of this approach is evident in how it changes client perspectives. When clients see that even young individuals are affected, and that these are real, documented cases, they begin to truly understand the importance of having insurance in place early.

Nurturing relationships for the long haul

Finally, Ong emphasizes the human element that often gets overlooked in financial services. "First of all, always remember we're all human," she says. "If you encounter a difficult client, it might be due to something they're going through personally — it's not always about you. If you face rejection, it may just mean the client isn't ready yet."

Her approach to maintaining these relationships over time is by being systematic and sincere. "Consistency is key. Stay in touch, even if it's just through a festive greeting or a simple update on administrative matters. Small gestures leave lasting impressions." But beyond scheduled check-ins, Ong also catches up with her clients regularly, “Even a quick WhatsApp message to ask how they are doing can go a long way,” she adds.

Ultimately, her approach to client service centers on commitment and presence. "Let them know you're there for the long haul, always journeying with them through the different milestones in life." Through this approach, she demonstrates that success in the financial services profession is not just about closing deals, but about building genuine relationships that serve clients' best interests over the long term, creating a practice built on trust, authenticity, and mutual respect.

Contact: MDRTeditorial@teamlewis.com

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Building authentic long-term rapport with clients