Published by Trustmark Health Benefits on November 20th, 2018

Adopting a client-first attitude is never easy. It requires a sea change in a company’s culture, but the rewards for the company are staggering. At Trustmark Health Benefits, we pride ourselves on anticipating client needs, bringing a collaborative attitude to the relationship, and maintaining total honesty and transparency in our client relationships. Delivering in those three key ways is the foundation for a client-first mindset.
To really put the client first, you have to look at things in the organization from an outside-in perspective, rather than inside-out. We have to truly understand the needs of clients, and how to deliver on them. The focus should not be on “how does this make us a better administrator?" Improving as a company comes along with this mindset, obviously, but it cannot be an end in and of itself. By figuring out what the client needs, and how our capabilities match up with that need, we set ourselves up for success. Our flexibility in meeting client needs helps to differentiate us from our competitors, and it sets us up for big wins.

Secondly, to create a client-first attitude, you have move yourself from a “No, because” worldview to “Yes, if.” One of the most satisfying parts of our industry is when we can figure out a way to say “yes” to our clients, when we have found a viable, affordable, and sustainable way to give them the solution they want for their people. But, on the other hand, customers are also looking for us to provide brutal honesty. That is the third thing we have to deliver for our clients in order to keep our client-first perspective.
Clients want to know when something is just not feasible. They will want to know in order to come up with a new plan that does work within their business goals. If we have done our job right in building a client-first relationship, our clients trust that we are looking out for their best interests, and we can work together to find a better option. And in order to find that better option, we have to carry a “Yes, if” attitude every day.
That is the mindset you need to have: find a way to make it happen. Stretch the people in the organization if you have to. It may be hard sometimes, but it always feels great to meet our clients’ needs when others can’t.