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Pick up the damn’ phone

oldphone

As a consumer, I have to say the thing that annoys me the most is when you call a company or a person and they don’t return the call or reply to the messages I left. It’s annoying because to me, it shows a lack of care or the part of a business to answer my needs and I always have the saying “I needed your help, you weren’t’ there, I don’t need you anymore.”

As someone who has worked as an ERISA attorney for the last 18 years, I have to say one of the major reasons that a plan sponsor fires a plan provider is lack of communication on the part of the plan provider. It may not be the biggest reason that plan providers get fired, but it’s one of the most avoidable ways to lose a client.

There are so many reasons why you can’t return a call, so quickly. I understand that, but having a client who has to leave multiple messages needs to be avoided because clients want to be valued. Customers who aren’t valued or appreciated will find providers that will.

Neglecting calls happens to the best of us and when I don’t return the call before the second voice mail message, I always make it a point to apologize for not being so quick in returning the call. Being humble and apologetic can sooth any issues for neglecting the call in the first place.

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