Patricia A. Grover isn't sure where her next life will lead her. While pointing to a painting on the wall of her South Avenue office she beams with an infectious mixture of delight and well-earned pride. At the center of the colorful, wooded scene (which was created for her by a client) stands a bridge. To one side is the path she has already taken. On the other lay the paths of the lifetimes which await her.

"I love Churchill's quote about life," the Vice President of Community Partnerships for the National Multiple Sclerosis Society of Upstate New York later explains. "'We make a living by what we get; we make a life by what we give.' I have always tried to follow that path."

Considering the energy and intensity with which Pat lives the life she's currently got, the odds of her doing it all over again are stacked heavily in her favor. A consummate networker and lifelong learner, she builds bridges which connect her personal and professional endeavors and credits an absence of artificial boundaries with having helped her remain staunch in her belief that everything happens for a reason in the time – and place – it was meant to.

Are You Being Served?
While her first job may not sound glamorous, Pat says working the catalog counter at Sears, Roebuck & Co. in South Town Plaza at the age of 16 laid a solid foundation for all of her future forays into delivering high-quality customer service.
"There's a common thread running through all of the work I've done: it's all been customer focused. The same perseverance and commitment I demonstrated in the for-profit sector at Frontier Communications," she says of her 28-year career with the local telecommunications provider, "is what has allowed me to be successful on the non-profit side."

Pat "started in the mailroom and wound up working for the CEO" while at Frontier, where she ultimately served as Senior Manager of Outreach and Community Relations. The tasks she enjoyed most were those which allowed her to build bridges between the corporate community and special populations (such as the elderly) and those in which she could train others to hone their external and internal customer service skills. Even in retirement she continues bridging the gap between service providers and those being served.

"One of the least talked about accomplishments of being active in a community for more than 25 years is one's network. And I have the best network – bar none! Work acquaintances who have become friends and business partners who feel like family have given me opportunities for my second and third careers," she admits. "Volunteer opportunities have become opportunities to meet with people and friends of like backgrounds and similar philanthropic focuses – especially ones which deal with kids at risk."

Pat believes anyone – at any age – can achieve what she has. But it has to be something they truly want to do, they have to be willing to commit themselves to a bit of a plan and they must have a supportive network of family and friends to help buoy them.

"In general, I think sustained achievements are a combination of who you are in the long run, what your core values are and how you execute your strategies for success. None of my own long-term achievements could have been accomplished without support from my faith, family, friends and business network," she attests, "and by applying a basic concept: treat others the way you want to be treated."
"My husband of over 30 years, Gary, is a true partner and confidant. My daughter is my pride and joy; my life would never be the same without her. My mom is the best listener in the world. She is my stress relief and my biggest supporter. My dad was my hero – he taught my brothers and me about books, music and what is real in life...both of our parents taught us a work ethic that was like no other."
On the eve of her retirement from Frontier Telephone, Pat flexed that work ethic to found Creative Customer Service Solutions, or CCSS. Her company's mission is to provide affordable customer service training to area businesses. Her immediate goal, at the time, was to get the word out. So she had business cards made up and put one at each of her retirement dinner place settings. Now that's a woman on a mission!

Reinventing "Retirement"
Anyone who really knows Pat isn't surprised that she chose to reinvent the notion of retirement. It never occurred to her as odd to not simply "take it easy." She didn't have to start her own business, she chose to. The question, "Why do you keep coming back for more?" just doesn't resonate with her.

"I don't see it that way. While starting CCSS seemed like a lot to take on and a total career change after working at Frontier, it really wasn't that different. Customer service and networking are part of my way of life," Pat explains. "Some of the partnerships I've forged by launching that training business include ongoing relationships with PAETEC, RG&E and the Rochester Red Wings.

"I think you pay your dues for the first 25 years or so of your working life; we all do. Then you gain some flexibility and realize you can move between the tasks you enjoy doing most and things flow from there. The volunteerism and networking I did while I was at Frontier wound up being the best sources of business I could have ever asked for."
Bill Hammond's first recollection of working with Pat was at Frontier, in 1999, when she recruited him to serve as chairman of the company's United Way fundraising campaign. She later convinced him to join the Rochester Press-Radio Club, of which she has served as Secretary/Treasurer.

"At the time, I was just getting to know Pat," he admits, adding that anyone not involved with her long-term might simply think her niceness is an extension of professional courtesy. "She's incessantly positive, always upbeat and always pleasant. With any objective she's trying to meet, it's difficult not to sign on. Her optimism and positive attitude are just infectious."

Bill stayed at Frontier through 2003, where he served as Vice President of Product Marketing. The now Founder and President of Base Is Loaded Marketing, LLC, of Fairport, N.Y., says his agency helps customers like Pat (via CCSS) build and maintain relationships with clients and prospects by tracking awards, promotions and weddings which offer opportunities to grow those relationships. He says he didn't have to look far for inspiration.

"Pat is one of the models which came to mind when I built this service. When she's with you – listening to you – she really is taking in what's important to you and she remembers it."

Whether using her motivational moxie to launch a successful fundraiser on behalf of the Multiple Sclerosis Society (which serves 50 counties and some 12,000 clients in the Upstate area) or expand the membership of the Press-Radio Club (which is aligned with more than 50 charities), Bill explains, Pat is a role model who elegantly wields her skill in various service areas.

"That's what makes her unique. Hers is a customer service organization based on building and maintaining relationships – which she does so well naturally!"

Mrs. Grover Gets an Education
Pat graduated with a Bachelor of Science degree in Organizational Management from Roberts Wesleyan College in 1999 and launched straight into a Master's degree program, which earned her an education in Strategic Management with an emphasis on Non-Profit Governance. That, she says, is what brought her to the MSS. Did we tell you she's also an adjunct faculty member at Roberts Wesleyan and a training partner at Bryant & Stratton's Professional Skill Center? Well, she is!
"Make no mistake – going back to school at 47 years old wasn't easy. Homework is a bear. But it was motivating," the above-board scholar admits. "It recharged my batteries. It also rewarded me in the marketplace. After my career at Frontier ended, I wanted to be sure I was prepared for my next adventure and had the right tools to stay on top of the market …my education meant so much more as an adult than it might have when I was 20."

Pat and Paula Schenk, a customer support coordinator for The Gleason Works, have known each other for more than 45 years. They met as freshmen in high school in 1962. As worn out as she might personally get watching Pat "go, go, go," Paula knows it's just a symptom of Pat being Pat.

"We love her just the way she is. Patty is such a caring person. She's wonderful at what she does and she loves it. She is always thinking about everyone else first," Paula offers up. "It would be just like her to think she was 'dragging me' to the events she's involved in but I wouldn't miss them for the world. It's the only time I get to see her…she's just so busy!"

Besides being a long-time friend, Paula's the godmother of Pat's only child, Michelle Granam. Michelle, 38, is recently married and lives in Columbia, S.C., with her husband John, 49.

"Patty did a wonderful job raising Michelle; she's a great young lady. Oh, I'm gonna cry now," Paula says as she tears up like any BFF would. She pauses for a quick sniffle and goes on to celebrate Pat's good fortune at having met and married Gary. "He's her home base. He's there for her, which allows her to do as much as she does. I'm sure he'd probably like her home a little more but that's what makes their marriage work– they make time to do things together throughout the year."
When asked if she was surprised Pat didn't retire back in 2001 Paula answers with a resounding, "No, no, no! I can see her going on forever. But someday she'll just slow down. We're just not sure when!"

Neither, we think, does Pat – who, with more than 5,000 volunteer hours served and $5 Million in funds raised on behalf of Rochester-area non-profit organizations, continues to build bridges that connect this community beautifully!

Christine G. Adamo is a freelance writer who lives and works in Rochester, N.Y. Her e-mail address is christine@savemyresume.com.