“Great service is treating others how they want to be treated—the reverse golden rule. At Businessolver, we believe philosophically that each client gets to define what great service looks like for their organization, and we work closely with each client to make sure that we stay closely connected on those values so that we can always deliver for them. That’s what customer obsession means to me.” – Carey McKenzie, Businessolver Chief Client Officer
Great service is peak empathy. As Carey said, it’s treating others how they want to be treated.
For us, it also means leaning into Shep Hyken’s “Getting to Always” concept on how we can make sure our clients always feel like they can count on us. For us, this looks like:
What does “Always” service look like to you? Let us know in the comments!
In this edition, we’ll explore:
Let’s dive in.
Good service begins with we.
Every client defines “great service” differently. In nearly 30 years, we’ve learned there are some foundational requirements that never change – partnership, empathy, and reliability.
Here’s what our clients say a great partner looks like:
“A good partner is flexible, open to new ideas, and willing to try something different and innovate with us. But at the end of the day, it boils down to do you understand us, do we have the same goals, and do our goals become your goals? Do you want us to succeed?” – Annette Vota, Director of Benefits and Compensation at Beacon Health | Read more about the Beacon Health service experience
“I would say [a good partner is] innovative and responsive. We want technology that’s current and actually even ahead of the market and responsive. Something will go wrong occasionally, and that’s okay—it’s just the reality. What’s key to me is how responsive you are in fixing it, being honest with me, and getting things resolved quickly.” – Pete Kneedler, VP of Total Rewards at City of Hope | Read more about City of Hope’s service experience
The ‘always’ service philosophy extends beyond HR leaders—it’s also about delivering a kind, quality, and efficient experience for the employees who need support with their benefits.
To help our clients keep a pulse on that experience, we track four key metrics (among many others):
“Leadership has to set the path for a good culture. And they have to reinvest in a good culture. I think the number one thing is continuing to stay very genuine, very true, and spend the time energy and money on the selection of the right team members that fit your culture. And then the second piece to that is educating, training, and then giving them the tools on what it means to be a part of that culture. And then putting that culture in their hands from day one.” – Jon Shanahan, Businessolver President and CEO on what it looks like to lead with purpose
Our culture is the foundation of our service—because when our people thrive, they empower our clients to thrive too.
We’re proud to share that last week Businessolver was named to Forbes America’s Best Employers for Company Culture 2025. Even more exciting? Many of our clients and partners made the list too.
Hear from Tami, Sr. Member Advocate, about what it’s like to work at Businessolver:
Does this sound like a workplace you could see yourself thriving in? Check out our open roles.
Millennials want more than ping-pong tables. Discover the benefits that actually matter to them—and how to deliver.
Benefits guidance isn’t just helpful, it’s measurable. See how decision support tools can drive smarter choices and real HR impact.
ACA 2026 is coming fast—are your benefits plans ready? Get ahead of the new affordability threshold and avoid compliance pitfalls.
