Elderly woman's grief steels center director for daily challenges

When the project started in 2013, we had very limited personnel and people wanting to make wills were standing in lines hundreds of meters long outside the branch's office. Some who did not know the center well even called the local government to lodge a complaint.

Though the elderly are increasingly aware of the importance of wills, many of them still regard conversations about death as a taboo.

In the past five years, I have seen many cases where will-makers got angry after the branch's employees asked questions about posthumous arrangements. To avoid such conflicts, we need to think very carefully about our wording, which makes the job difficult.