Trustmark Mutual Holding Co.
10/21/2024 | News release | Distributed by Public on 10/21/2024 08:56
The art of saying 'no' to achieve better results
From time to time, it's safe to say that each of us has been guilty of being a "yes-man." In the voluntary industry, it's easy to get excited about locking in a case, causing us to overcommit our people and our tools to achieve quick success. Having spent most of my career selling benefits and a few years working at Selerix selling their ben-admin platform, I saw all too often that people would say "yes" to timelines, case setups, or tech solutions that did not align with their clients' long-term goals.
While saying "yes" is normally easy, I've learned through the years that saying "no" can often be just as helpful and help you achieve better results and create better relationships with your clients.
A classic example of this is when clients want a case implementation completed in an unrealistic timeframe. Instead of saying "yes" to keep your case moving, you can be empathetic to their urgency but indicate that in order to ensure a quality case setup, you can't commit to their timeline but can propose a more realistic timeframe.
By declining the original request, you are not rejecting it, but rather setting a boundary that prioritizes quality. By offering a solution that aligns with your commitment to your clients' success, you strengthen your relationship with them.
Saying yes to product and technology solutions that aren't optimal fits may lead to quick wins, but what about the big picture? Will it serve the employer in the long run? Will it serve their employees? And, ultimately, will it serve your relationship with your client? Saying "yes" if an employer wants to pursue a less-than-optimal solution ultimately reflects back on you and your organization if it doesn't work-both for that client specifically and for your larger reputation in the market.
On the flip side, it can be valuable to know when to say "no" to an employer who's hesitant to make a change. For example, employers often already have some kind of ben-admin solution in place and will be adamant about wanting to keep it. However, if onboarding a new ben-admin system can help your client optimize their resources and better align with their current goals, you wouldn't want to simply say "yes" to their request to keep the boat steady. You'd want to challenge their thinking and show why maintaining their current solution may not be in their best interest. By being comfortable challenging the client and saying "no," you can help them open the door to explore more innovative technology solutions and encourage them to drive for improvements throughout other areas of their business. It can also help set a precedent that you do not want them to offer sub-par solutions out of convenience.
…
While saying "yes" can often feel like the path of least resistance, saying "no" can be equally, if not more, beneficial in many situations. Embracing the power of "no" can enhance your effectiveness and drive collective success with your clients-proving that sometimes, the best way to move a case forward is to pause and reassess what truly aligns with your client's vision.
While saying "yes" is normally easy, I've learned through the years that saying "no" can often be just as helpful and help you achieve better results and create better relationships with your clients.
Saying "no" to help set realistic timelines
Saying "no" to proposed timelines doesn't have to mean turning down a deal. It can allow you to set clear boundaries early in client conversations. Setting clear expectations can help you show your clients that you value their time and showcase to them that you're not spreading your resources too thin-that they'll get the proper attention they need to see success.A classic example of this is when clients want a case implementation completed in an unrealistic timeframe. Instead of saying "yes" to keep your case moving, you can be empathetic to their urgency but indicate that in order to ensure a quality case setup, you can't commit to their timeline but can propose a more realistic timeframe.
By declining the original request, you are not rejecting it, but rather setting a boundary that prioritizes quality. By offering a solution that aligns with your commitment to your clients' success, you strengthen your relationship with them.
Saying "no" to help clients find the right solutions
Unsurprisingly, during my time at Selerix, we wanted to get as many clients to use our system as possible. However, the reality was that for some clients Selerix wasn't the best platform for our broker partners and their clients. When it comes to enrollment technology, it's critical to find solutions that make sense for your client, and sometimes, saying "no" to their request for specific technologies benefited all parties-including you, your client, and the tech provider.Saying yes to product and technology solutions that aren't optimal fits may lead to quick wins, but what about the big picture? Will it serve the employer in the long run? Will it serve their employees? And, ultimately, will it serve your relationship with your client? Saying "yes" if an employer wants to pursue a less-than-optimal solution ultimately reflects back on you and your organization if it doesn't work-both for that client specifically and for your larger reputation in the market.
On the flip side, it can be valuable to know when to say "no" to an employer who's hesitant to make a change. For example, employers often already have some kind of ben-admin solution in place and will be adamant about wanting to keep it. However, if onboarding a new ben-admin system can help your client optimize their resources and better align with their current goals, you wouldn't want to simply say "yes" to their request to keep the boat steady. You'd want to challenge their thinking and show why maintaining their current solution may not be in their best interest. By being comfortable challenging the client and saying "no," you can help them open the door to explore more innovative technology solutions and encourage them to drive for improvements throughout other areas of their business. It can also help set a precedent that you do not want them to offer sub-par solutions out of convenience.
…
While saying "yes" can often feel like the path of least resistance, saying "no" can be equally, if not more, beneficial in many situations. Embracing the power of "no" can enhance your effectiveness and drive collective success with your clients-proving that sometimes, the best way to move a case forward is to pause and reassess what truly aligns with your client's vision.