Shift Shapers Podcast

30 Sep 2019

Ep #286: A Relentless Change Seeker Seeks Change – with Emma Passe

David Saltzman 0 Comments


Host and Chief Transformation Strategist David Saltzman welcomes Emma Passe, COO of E-Powered Benefits and self-described relentless change seeker, to share her thoughts on change and empowered leadership by females and other minorities.

Emma describes how things have changed and continue to change in the landscape of leadership, as well the different elements that make it up like confidence, growth, and success. She also gets down to the details of some important and current topics like reference-based pricing (RBP), High Deductible Health Plans (HDHP), and Health Savings Accounts (HSA).

What You’ll Learn From this Episode:

  • 01:50 Defining “relentless change seeker” and the rise of empowered leadership
  • 08:17 How to say “I don’t know”
  • 11:15 Plain leadership and servant leadership
  • 15:13 Case analysis: RBP and HSA’s
  • 19:58 Quality healthcare for employees and lowering costs for employers


“I believe in my heart that there’s a direct correlation to good customer service training and great customer service. In the companies that we complain about, I would say 99% of them do not have some sort of customer service training in place for new employees and ongoing training for all employees.”

“You will never exceed anybody’s expectations with ‘as soon as possible’ because your ‘as soon as possible’ is different from my ‘as soon as possible.’ So the phrase just needs to be ‘and I will return your call.’ That’s the only statement you only need.”

“Go ahead and call your own office and ask for something simple. And if you do have a recognizable voice, some of us have an accent or a voice that is so recognizable, have somebody else do it for you. Stand by the speaker phone, put it on speaker, listen to it, get on an extension. There are nine ways to Sunday that you can listen and call and find out how your customers are handled.”

“For first impressions, the great experience, it absolutely starts at the top and at the beginning.”

“There’s a huge gap between where people are and where people want to be. And that’s what Telephone Doctor and Nancy try to fix, is to give you information, give you ammunition, I should say, to fill the gap between where you are and where you need to be. And every company needs that.”

Listen to the Full Interview:

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