"The only way we can mark ourselves as different from our competitors is by providing amazing service, something above and beyond what clients might expect," contends Stephen Abramson, Pres. "So we have policies in our office that support that position. For example, a frequent sore point of companies is a lack of prompt response from their pension consultants. In our office, the rule is: Any call received prior to noon must be returned the same day. Any call received past noon must be returned by the following morning."

Many aspects of pension administration are time critical, and clients are concerned that important matters are not left to the last minute. Therefore, APS has devised an internal incentive program to ensure that pension plan administration is processed on a timely basis. "For every plan processed within a predetermined time-frame we add funds to an incentive 'pool' which we distribute to all employees as a year-end bonus," Steve explains.

He points out how the firm also prides itself on developing customized solutions. "We 'look past our nose' and give individual thought to every alternative that's available. We listen to our clients and evaluate their goals before we make any recommendations. We then design the plan to meet that specific client's needs, rather than just take something 'off the shelf'."

Staying in touch with clients regularly is another high priority at APS, and an annual review is considered minimum. "We have a policy of contacting each client at least once every year," Steve says. "We offer to meet with them, review their plans and answer any questions they have. We update them on how changes in laws and regulations may affect them, determine any change of circumstances at the client, and make additional recommendations based on how the plans are operating."