Pam Ross

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

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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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Jeff’s GuyShop IS Customer Service!

Posted by on 11:27 am in Customer Experience, Customer Service, Excellence in Customer Service - Gems in our community, Human Resources | 0 comments

Jeff’s GuyShop IS Customer Service!

I have to be honest. I’m not always fond of retail customer service reps. I say this even though I have worked MANY retail jobs over the years. One job WAY BACK (when I was in high school) was as a clothing sales person – and I thought the job was great. I got a decent discount on clothes, my paycheck paid for gallons of 80′s hairspray, and my boss was pleased with my performance. But, looking back I realize that the sales skills I had back then are the very techniques that drive me crazy now. As a clothing sales person, I pounced on...

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Heellooo! Is anyone listening to me???

Posted by on 7:15 am in Communication, Human Resources, Listening & Being Heard | 0 comments

Heellooo! Is anyone listening to me???

Not being heard can be frustrating, angering, and sometimes it can be downright depressing. On the other hand, being someone who doesn’t listen effectively, can have devastating results on work and personal relationships. How do we improve this situation? The problem is that we have encountered SO MANY solutions, tips, suggestions, and examples of listening techniques. Most (in my opinion) are common sense, and boring. Don’t get me wrong…perhaps we forget to use the simple techniques, and EVERYONE has an off-day. Maybe even an off-week. But...

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Awesome Customer Experience at Salon Monzer in Oakville – Video

Posted by on 3:40 pm in Customer Experience, Customer Service, Excellence in Customer Service - Gems in our community | 3 comments

Awesome Customer Experience at Salon Monzer in Oakville – Video

In this short video, I share why I love going to Salon Monzer in Oakville – it’s all about the Awesome Customer Experience. What awesome customer experience stories do you have? Please share in the comments!

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I ordered a Double Double, and I received an Experience

Posted by on 9:29 am in Customer Experience, Customer Service, Excellence in Customer Service - Gems in our community, Human Resources | 3 comments

I ordered a Double Double, and I received an Experience

I was in a bad mood. My infant son was sick, I wasn’t feeling well, and I was trying to juggle the regular day-to-day activities (work and personal). I decided to go through the Tim Hortons drive-thru for some salvation…a double double, hot coffee hug. Little did I know, I was going to receive more than my usual customer service experience. I admit that I have certain expectations and compromises when I order through ANY drive-thru. My expectations are as follows: - Reasonably fresh food. - Beverages are hot or cold (as intended) not room...

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Two Stories About Meat And Organizational Change

Posted by on 5:24 am in Human Resources | 0 comments

Two Stories About Meat And Organizational Change

Leadership lessons often come from some of the strangest places. There are two stories about meat that stand out in my mind as helpful when working on organizational change or trying to build innovation capacity in your organization. The first is a story told in Creating Magic by Lee Cockerell, who ran Walt Disney World Resort operations for many years. The second is one I’ve heard told many times by various people, all of whom claimed it as their own. I’ll call it “grandma’s pot roast”. Lee Cockerell’s...

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