Seeing the Edge with NW Marketing Guy - Rod Brooks

11 Years of Learning

Trusted Relationships Are A PEMCO Edge

In my eleven years at PEMCO, I’ve learned that it’s all about the people - people on the inside helping people on the outside. 

It's about a business model that focuses on relationships, leads with trust, and has an unquenched thirst for winning.

I’ve seen evidence, time and time again, that we mean it when we say there’s no right way to do the wrong thing.

I’ve learned that PEMCO could easily justify competing with the second tier carriers. The group that is happy to have the customers that the big guys overlook. But that's not who we are. Instead, were a company that looks to beat the best of the biggest. With our sights focused on consistently providing a world-class customer experience - at every touch point, every time. 

We are listening to the voice of the customer with a very real interest for hearing what they have to say. And we are taking what we hear to the people in departments who can make a difference. So our customers feel valued, cared for, important and respected.

PEMCO is company that not only shoots for the top, but one that sets goals that some might consider to be far beyond our reach. Our growth goal for 2011 is an example… one that causes our team to swallow hard… one that causes us to think, behave, and compete a little differently.

Over the years we’ve taken steps to insure that PEMCO was not only a proud and respected brand for agents to represent, but we’ve built a following of loyal customers who have helped us to become the regions most preferred brand.

I’ve learned that we are willing to change, try new things, and if the new things don’t work out, we learn from those experiences and move on to a new solution. We’re putting, with greater frequency and control, the customer at the front of our decisions, and asking ourselves if the decision we’re about to make is in the customers best interest or our own.

One example of that is all around us tonight. It’s in our commitment to a blended sales channel. With choices that enable the customer to decide how she would like to be served and whether or not he wants a local, direct, or online relationship with the company.

After 62 years of doing business exclusively in Washington, we are ready to become a true Northwest company later this summer. I’m excited to be part of the team that is working hard to make that happen. It’s a first ever occurrence for PEMCO and as you know, while you can do some things better many times, you can only do something for the first time once. We want our first time to be special and successful.

This year, we are becoming a truly Northwest company. It’s our commitment to staying local… hyper-local in fact… that makes us different. With an expanded visibility in our communities, a presence at local events, a local knowledge that comes forward in our messages and, of course, with the partnership of our local agents, we are well positioned to achieve our goals and win.

It’s going to be an exciting year. I feel fortunate to have people like you on our team to help make it a tremendously successful one. Lucky for me that I chose PEMCO as a place to practice my interviewing skills!