Retirement plan providers can never be arrogant when it comes to the gripes raised by their clients. If clients have an issue with your service, you can’t discount because anger festers and boils over into an irreversible cycle that gets you fired. If something goes wrong, you have to offer an explanation why and you just can’t come up with an excuse when it’s convenient for you. You need to be hands on and nip problems in the bud. Clients have a right to know why something goes wrong and you can’t just offer an explanation when it’s time for the client to renew their service agreement with you or pay your bill.
For every relationship that went sour in my life, the reason 100% of the time was a lack of communication. Whether it’s one side or both sides, the lack of communication festered into an anger that irreparably damaged the relationship. A retirement plan provider can’t afford to be arrogant because there are dozens of other competing providers ready to replace you.
Constant communication is one of the great tools that a retirement plan provider can have in preserving their relationship with their clients, so it’s key that you are in frequent communication and never take advantage of their business, their trust, and their goodwill. Otherwise, you may be out of a job.