Message from Our CEO
I once heard it said that service is not what you do to a customer, but what you do for a customer. When I think of typical customer service, I think of how often service is done to you…here’s your answer, here’s what YOU need to do, etc.
At FirstPerson, we complete service for customers. “Let me do this for you next, let me send you this that will help you, let me make that call, let me meet with you to walk through it, let me put so and so in touch with you”. In the future we foresee even being able to say – let me make that doctor’s appointment for you, let me send the documents over, let me review your numbers and records and reach out.
Health care is changing and we are in position to develop health strategies for customers, not just benefit strategies. And our hallmark of white glove customer service will serve us all well.
It is the service we are not obliged to give that people value most.
~James C. Penney