Besides having accurate knowledge of the client’s needs, a high-quality service relies on three key factors: care, patience and personalisation. You don’t only need to have a feel for these skills, they are also very hard to learn: they make the difference, they inject colour into everyday tasks. If someone hates administration, is impatient and a bit unfocused, like me, this isn’t easy. I am not sure how many years it is since Eszter has been in charge of my insurance, which I would be totally incapable of. She knows what I need, she doesn’t talk me into unnecessary things, but gives information on anything I might need, pays attention to deadlines, is patient and keeps me on track. And above all, I trust her… without that I wouldn’t have gone into this partnership.