Pam Ross

Pam is a Culture Developer, Speaker, and Trainer who unleashes talent to ignite innovation and customer experience.

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Little Things Make A BIG Difference To Customer Service!

Posted by on 7:29 am in Customer Experience, Customer Service, Human Resources | 0 comments

Little Things Make A BIG Difference To Customer Service!

Look out for the little BIG things that your employees do every day. Awesome customer service choices (even if small) add up. And, more importantly – they are helping you keep your business alive. Look for your hidden gems! They work hard, take pride in their work, and usually have a smile on their face. According to the Workplace Reinvention Model, employees that work in a culture of Individual Leadership: - Take ownership in their work and are engaged. - Have initiative, and a take-charge attitude. - Hold themselves accountable to his...

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Employer Brand Learnings from Zappos #insideZappos Chat

Posted by on 6:21 am in Communication, Employee Engagement, Human Resources, Reinvent Work, Social Media | 0 comments

Employer Brand Learnings from Zappos #insideZappos Chat

Every other Thursday, at 2 pm ET, @InsideZappos, a Twitter handle manned by employees of Zappos, facilitates the #insideZappos twitter chat for a half hour. Employees from across the company share real life answers about working at Zappos. It’s a great example of using social media to showcase your employees as advocates of your brand and to build trust and positive reputation. Check out some of the questions from the last couple of chats, and my tips below about how to make this successful for your organization. Zappos asks people...

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Major Restaurant Chain Says – NO Substitutions!

Posted by on 8:06 am in Communication, Customer Experience, Leadership, Restaurants, Training and Development | 2 comments

Major Restaurant Chain Says – NO Substitutions!

Have you ever made a change to an item on a menu? - Hold the tomatoes? - Tomato sauce instead of cream? - Salad instead of fries? I rarely order right off the menu. I seem to need to mix and match at least something. Not because I like being difficult, but sometimes it’s because of certain food intolerances, or it’s because I’m watching calories or sodium, and sometimes it’s just because I don’t like the food choice. I understand that it makes me a more complicated customer. But I do have an expectation that my polite request will be...

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Worst Employee Ever???

Posted by on 11:29 am in Human Resources, Leadership, Reinvent Work | 0 comments

Worst Employee Ever???

QUESTION: Would you hire a person who met EVERYTHING on your criteria list….but then said to you…that they had 10 non-negotiables? Here are the non-negotiables of the potential hire: 1. I will show up late from time to time. 2. I will leave early to pick up groceries for dinner. 3. I will take an extended lunch sometimes because I have a friend who is ill, and I like to check in on her. 4. I will randomly work from home when my child is sick. 5. I will take frequent bathroom breaks because I have a condition that you don’t want to...

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How Work Really Makes Us Feel – And What To Do About It

Posted by on 1:01 pm in Human Resources | 0 comments

How Work Really Makes Us Feel – And What To Do About It

Today, Pam is featured on Huffington Post’s Business blog with her social experiment “work makes me…”. Sadly, work is making us nervous, depressed, angry, sick, and suicidal around the world. Pam shares the results of her experiment and 5 Leadership Tips to help reinvent work. Check it out here....

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8 Tips For Work-At-Home Couples

Posted by on 8:32 am in Human Resources, Reinvent Work | 0 comments

8 Tips For Work-At-Home Couples

My husband works at/from home. And, I work at Home for Pam Ross Consulting. At the core of my work environment (because Pam Ross wholeheartedly believes in it) is ROWE – which stands for Results Only Work Environment. Cali Ressler and Jody Thompson are the Founders of CultureRx and creators of the Results-Only Work Environment (ROWE). Their first book, Why Work Sucks and How to Fix It, was named “The Year’s Best Book on Work-Life Balance” by Business Week. In a ROWE, people focus on results and only results. ROWE is 100% ACCOUNTABLE, and 100%...

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Authentic Humanity in the Workplace #reinventwork

Posted by on 7:42 am in Human Resources, Leadership, Reinvent Work | 0 comments

Authentic Humanity in the Workplace #reinventwork

* This post is modified from the original, which I wrote on our Impact99 website in 2013.* Recently, I have been reflecting on what Authentic Humanity actually means and why it is so important in the workplace. This is one of my favourite pieces of our Blueprint for Workplace Reinvention. Those of you who know me will know that my style is genuine and natural. I don’t operate under  pretence, I tend to say what I think (which sometimes gets me into trouble) and I am, above all, extremely values-driven. On an episode of DriveThruHR radio...

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How I Learned I Am Not Awesome at Awesomeness Fest

Posted by on 5:02 pm in Human Resources | 0 comments

How I Learned I Am Not Awesome at Awesomeness Fest

I recently returned from more than three weeks in Thailand which included 4 days at an event unlike any other I’ve ever been a part of. It is called Awesomeness Fest. I went to Awesomeness Fest thinking I was at least somewhat awesome – or at least that I would fit in with awesome people. I learned pretty quickly that I am not and I did not… The good thing is I have an idea about how to be awesome, and a plan to start achieving awesomeness. So what is Awesomeness Fest? I learned about Awesomeness Fest because I am constantly...

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Awesome Customer Experience from Problem Solver at Home Depot

Posted by on 8:18 am in Customer Experience, Excellence in Customer Service - Gems in our community, Leadership, Training and Development | 0 comments

Awesome Customer Experience from Problem Solver at Home Depot

If you’re in the business of customer service or customer experience, you and your team can likely take a few lessons from Mostafa (aka Moose) at Home Depot in Oakville. I had the pleasure of dealing with him while purchasing a barbecue with a tight timeline. Here’s what happened, how Moose dealt with it, and what we can all learn from him. The situation: It was Monday, June 30th. I needed a barbecue – quickly – because dozens of people had been invited to my home for a BBQ on the upcoming Saturday. Tuesday, July 1st,...

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A store told me they don’t want my business! HuH?!

Posted by on 6:48 am in Customer Experience, Customer Service, Human Resources, Training and Development | 4 comments

A store told me they don’t want my business! HuH?!

To be fair, the store didn’t directly tell me that my money wasn’t wanted, but their actions certainly made me feel that way. Here is the situation: It’s the week before Father’s Day. I’m looking for gifts, buying cards, and then….I notice the lonely music store in the mall. Is the store really lonely? Perhaps not. But when I looked at it, I reminisced about my own youth. I spent SO much time looking and searching for music with my friends….and even made new friends. Other than the food court, the music store was the place to be....

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