I always say one of the main reasons that a provider gets fired is when the plan sponsor feels that the provider doesn’t care and one of the main reasons is when the plan sponsor can’t get their phone call returned.
I worked at a third party administrator (TPA) that often reminded me of an insane asylum, but one of the great rules in that office is that all phone calls must be returned within 24 hours. The same was said of emails. There is no reason why communication from a client can’t be responded to within one day. From experience, there is nothing more upsetting than not getting a call from someone you hired and need help with an issue.
I always have a saying that says: “I needed you, you weren’t there, I don’t need you anymore.” If that is a client who thinks that, you’ll be gone as the plan provider.