About the Author:

Pam McGee

Pam McGee is the principal of pMcGee Consulting and specializes in helping businesses get to the future instead of having their future get to them. Specialty areas that you can count on Pam for are building a culture, defining shared values, coaching leadership, and basic HR practices. Pam has more than 20 years business experience, 10 years consulting experience, and strong leadership and management skills.

My Articles:

Don’t Be Led By Your Culture

By Pam McGee

Story by Pam Mcgee

Research will tell you that if leaders don’t lead culture, it will lead them. Culture exists whether you want to focus on it or not as a leader. One leader in a major hospital said, “Our culture is fine; it’s the numbers we need to address.” Another leader in a non-profit said, “Our numbers are fine; it’s the culture we need to focus on.” Who’s right? Both; however, Tom Peters would say, “Culture trumps strategy, every time.” On the other hand, another leader in technology said, “If I just fix culture, my problems will dissipate.” It’s like when you hear people say that “winning the lottery” will fix all their problems or losing that 50 pounds will save their marriage.

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Arguing: It’s Not A Bad Thing, Right?

By Pam McGee

Read more articles like Pam’s in The Partner Channel Magazine Online, Fall 2016 issue and make sure to sign up for your free copy if you haven’t already!

It occurred to me when my 16-year-old son brought home his AP English book, “Thank You for Arguing: What Aristotle, Lincoln, and Homer Simpson Can Teach Us About the Art of Persuasion” by Jay Heinrichs, that I was in trouble. Big trouble. My curiosity on the art of arguing, and my survival as a parent of a teenager, resulted in research on the art of arguing. The research included reading articles, reviewing the great philosophers’ perspectives, asking my friends (which was such an interesting experiment), and practicing on my family (mostly my husband).

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Full-Service Project Management

By Pam McGee

Get out of the details, keep it simple, and get the work done!

What do you think of when you hear the phrase “full-service”? I think of a full-service gas station where I would go with my grandpa or a full-service spa where I went with my friend Kathy in Vegas (no more about Vegas).

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You’re In My Sandbox! Why Collaboration Sometimes Doesn’t Work

By Pam McGee

The Beatles were successful because they collaborated at the right time, with the right music, and the right talent. Space travel is a huge collaborative success story. The United States, Russia, the European Union, and China are not only sharing the same vision, but they are also collaborating on resources and equipment. Integrative software where ISVs, retailers, and Microsoft collaborate on an end-to-end solution to the customer is often a success story. Beware, collaboration doesn’t always work, and it certainly doesn’t always result in positive ROI, satisfied employees, loyal customers, and timely results.

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Workplace 2.0: The New Reality

By Pam McGee

This Throwback Thursday article is from the Fall 2013 issue of The Partner Channel Magazine. Catch the most current issue for more great sales, marketing, and leadership tips!

It’s not about workspaces, hierarchy, benefits, pay, vacation time, promotions, or even titles anymore. The new workplace is different; however, different doesn’t mean deficient. Think about it – the world of work has access to more information 24/7, more diversity, more technology, more college graduates, more flexibility to work virtually, more generations in the workplaces, global span and local depth, broad and viral communication channels like social media, tele-presence workers, green and sustainability expectations (it’s no longer an option in most cases), highly educated customers, shifting healthcare needs and provisions, different buying habits and patterns (for heaven’s sake, more cars are bought on carsoup.com than at the local car dealer), on-demand TV (commercials are a thing of yesterday), on-demand information (who reads the paper…when you want information, you get it, you don’t let someone else determine it), and employees that are just not like they used to be or maybe just have a different way of thinking about their role in your company. With all that opportunity, how does a company successfully drive company performance, exceed customer expectations, and create a satisfied and engaged workforce?

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Don’t Focus on the Customer; ENGAGE the Customer

By Pam McGee

Two years ago, a study by the Economist Intelligence Unit (EIU) revealed that four out of five executives believed that companies were losing sales every year because of a failure to engage customers. Furthermore, 80 percent suggested that increased customer engagement would translate into improved customer loyalty, and 75 percent said it would translate into increased revenue and profits. So how do you engage a customer? Conventional methods of customer engagement include asking for their feedback on surveys, training your employees to provide good customer service, and holding a customer appreciation event. Those activities are great gestures, and customers certainly enjoy being listened to, treated well, and appreciated; however, they are not enough to sustain a customer relationship. With today’s sophisticated customers, those customer satisfaction and feedback processes are almost implied. It is customer engagement that drives loyalty and return on investment (ROI): 68 percent of the time, an engaged customer leads to increased sales; 67 percent of the time, an engaged customer will recommend a product to someone else.¹

Engaging a customer creates relationships. Engagement is the deep connection a company or brand creates with a customer, a connection that drives purchase decisions, interaction, and participation over time.² Studies also indicate that customer engagement results in higher employer satisfaction and increased competitive differentiation. How do you create a company focused on engaging the customer?  Read more »

Why Smart People do Dumb Things

By Pam McGee

Read any headline, and it is not uncommon to see a story about someone (usually a leader) who has done something that makes no sense. The headlines replay the Enron scam, the debacle of Wall Street, New York Governor Spitzer and his prostitution ring, President Clinton and Monica, President Bush getting a shoe thrown at him, and many more. On the other hand, one doesn’t have to read the headlines to experience smart people doing dumb things. I have been a patron of this little coffee shop for years. They know me by name. They serve pretty good coffee. They are reasonably faster than the competition. Why would the coffee shop owner implement a new software system that doubles customer wait time and impersonalizes the once personal customer experience?  Last week at my doctor’s office, they automated the prescription writing process to save the patient time. Instead of having the doctor hand-write my prescription, which I took to the pharmacy and had filled in 15 minutes, they have an automated system where the doctor sends my prescription directly to the pharmacy, but I can’t pick it up for 24 to 48 hours. Does that make sense? Read more »

Beyond Jeans on Friday

By Pam McGee

In the ’70s, progressive workplaces implemented dress down days or “jeans on Fridays.” In the ’80s, progressive workplaces implemented business casual, flextime, and job sharing. In the ’90s, progressive workplaces implemented remote offices, home offices, sandals as part of the dress code, and no set work schedule. In the 2000s, progressive workplaces have implemented “leadership is everywhere,” frequent travel, free soda, on-site daycare, global titles, and part-time management schedules. What does a business in 2010 and beyond have to do to go on the offensive and create the workplace of the future? A workplace that attracts a vibrant employee, distinguishes them from their competitors, and weathers the economic cycles? Read more »

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