Pam Ross

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

Major Restaurant Chain Says – NO Substitutions!

Posted by on Thursday, August 14, 2014

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...

Read More

Worst Employee Ever???

Posted by on Thursday, July 31, 2014

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...

Read More

Authentic Humanity in the Workplace #reinventwork

Posted by on Thursday, July 10, 2014

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...

Read More

Awesome Customer Experience from Problem Solver at Home Depot

Posted by on Thursday, July 3, 2014

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...

Read More

Seven Time Management Tips I Am Putting To Use In 2014

Posted by on Monday, December 30, 2013

Seven Time Management Tips I Am Putting To Use In 2014

I am not one for New Year’s resolutions, but I do find it helpful to reflect on the past year and think about ways to make improvements on your life and work for the upcoming year. As I am reflecting on the past year, I am realizing that I have been BUSY with my business. Very busy. In fact, I’ve gotten out of touch with friends and family because of my busy-ness. I’ve put...

Read More

You’re wrong about what engages employees

Posted by on Tuesday, December 17, 2013

You’re wrong about what engages employees

Last week, I was struck once again by how wrong leaders often are about what engages employees. As I was outlining a plan for culture workshops with the senior leadership team at a client organization, I described a brainstorming activity for the employees in the room to come up with ideas for making each other’s day and creating a positive work environment. Several leaders were in...

Read More

Policy or Passion – what rules your organization?

Posted by on Saturday, December 7, 2013

Wouldn’t it be great working in an organization where people were happy to come to work, got their work done efficiently and had fun doing it? Unfortunately, I’ve seen leaders stifle the passion and fun that can be had at work in the name of policy or tradition or just because they don’t understand the positive effects on business when your workers are happy. Now let me say I...

Read More

Leadership and Life Lesson: Don’t Deny The World Your Brilliance

Posted by on Wednesday, November 20, 2013

Leadership and Life Lesson: Don’t Deny The World Your Brilliance

I recently had the good fortune to moderate a panel of four fabulous women leaders – Kirstine Stewart, the head of Twitter Canada, Olivia Chow, MP, Sara Plant, former CEO of BMO Trust Company, and Wendy Cukier, founder of the Diversity Institute at Ryerson University. These leaders each had unique perspectives and I had a fabulous time asking them questions and inviting the audience to...

Read More
BOOK PAM NOW