Client Service Commandments

The following guiding principles were established when we founded Sequoia Benefits and they remain the cornerstone of our Client Service Philosophy today. Everyone at Sequoia Benefits lives by these principles making us a strong team with shared ethics.

1. KEEP ALL PROMISES
   • Anything you say you are going to do is a promise
   • Use systems to keep track of your promises
2. BE RESPONSIVE
   • Get the job done
   • Take some action right away
   • Return all calls and e-mails to clients the same day
   • Return all calls and e-mails to vendors and internally within 24 hours
3. PERSONAL RESPONSIBILITY
   • Be accountable for your own actions
4. BE AN ADVOCATE FOR OUR CLIENTS
   • Stop, Listen, Think, & Act
5. BUILD REAL RELATIONSHIPS
   • Engage in effective and consistent communication with clients and vendors
   • Conduct your work with a positive attitude
6. PLAN AHEAD & BE PROACTIVE
   • Anticipate future needs
   • 85% of future planned in advance
   • All meetings planned 2 days in advance
7. DESIGN, IMPLEMENT & MAINTAIN SYSTEMS
   • Increase consistency, capacity, efficiency & accuracy with systematic practices
8. BE ACCURATE
   • Think about how things should be done and take responsibility to make sure it's done correctly
   • Double-check your work by asking, "If I were the person receiving this, what would I be looking for, what questions might I have..."
9. INNOVATE
   • Proactively differentiate Sequoia Benefits from the competition
10. BE KNOWLEDGEABLE
    • Always continue to learn more so you can more effectively help people
11. EDUCATE: BE OF EXTRAORDINARY VALUE TO OTHERS
    • Educate Clients, Vendors, and Team Members so that everyone's understanding and effectiveness can be increased

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