BUSINESS BEST PRACTICES: Not Your Ordinary TPA (Part 2)

The second part of a three part series on how not to be an ordinary service provider is presented. This article will discuss the relationship with the customer and what services customers value. A valued service provider would be one who can focus on what is important to his client, such as the plan design and why it works for the owner. Even better, a good service provider would annually review the plan design and plan provisions with the owners to make sure they are still meeting the business's goals and objectives. TPAs and advisors should be explaining how dual plan options, auto-enrollment, and managed investment options can help both key and rank-and-file employees. Customers will not remember what you did on a technical basis with their plans, but they will remember how they were treated. Customers leave when they are not listened to, when they are ignored, or when they feel a sense of disrespect.