Pam Ross

Pam is a Speaker, Innovator, and Trainer who ignites customer experience from the inside out, creating engaged workplaces.

My Mechanic’s Secret to the Customer Experience

Posted by on Dec 12, 2011

My Mechanic’s Secret to the Customer Experience

This morning I had the pleasure of visiting my auto mechanic. I know, that’s a strange statement in itself – I mean, how much fun is it to take your car in for a repair? But Brucedale Garage in Hamilton is different. My family has been taking our cars there for years, and so have many other satisfied people. “I truly appreciate your kindness while I was going through this rough...

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How can you create memories for your customers?

Posted by on Sep 8, 2011

I’ve always loved this story of Johnny the Bagger, a grocery store bagger who was inspired by creating memories for customers and found his own special way to do so. Anyone can create memories for customers.  How are you inspiring your team to do so? [youtube http://www.youtube.com/watch?v=Xgq1rSR38zg]        ...

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Service by iPad – Pros, Cons and Recommendations for Restaurants

Posted by on Aug 25, 2011

Service by iPad – Pros, Cons and Recommendations for Restaurants

There is a lot of buzz about De Santos, a restaurant in New York, using iPads to help serve their guests. Several months ago, I experienced “service by iPad” recently at a Canadian chain restaurant which was testing the technology. It was still in test phase, and was mainly used as a menu, not for ordering, but as we used it, my guest and I discussed the possible pros and cons of an...

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Customer Service War: Myth vs Fact

Posted by on Aug 22, 2011

Customer Service War: Myth vs Fact

During last week’s #leadershipchat, Becky Carroll (Customers Rock!), author of “The Hidden Power of Your Customers” shared great insights on why companies should focus more efforts on extraordinary customer service for existing customers.  For me, she was speaking to the converted.  I’m a huge proponent of a paradigm shift to spending more money and time focused on loyal...

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Recruiting? Watch your red flags, especially with Gen Y

Posted by on May 18, 2011

Recruiting?  Watch your red flags, especially with Gen Y

This morning I was facilitating an introduction to recruitment and selection for restaurant managers, and there was one particular “a-ha” moment for the group that I thought I’d share. It was about the “red flags” or preconceived notions that managers traditionally based hiring decisions on during the selection process.  Here are some of the things that these...

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Serving your Internal Customers

Posted by on May 9, 2011

Serving your Internal Customers

I think most leaders realize how important it is to provide great service to clients or customers. I often find, though, that some organizations forget about engaging and “serving” their internal customers – their employees. In fact, I would argue that the relationship that leaders cultivate with their employees is actually more important than the one they have with their...

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Customer Complaint Resolution – all about attitude

Posted by on Feb 24, 2011

After years of working in hospitality and seeing good and bad problem resolution skills (and practicing both myself), I’ve learned some best practices in dealing with angry customers. I have to say the most important first step is to face customer complaints positively and with an attitude of Trust. Think of complaints as a way to improve your business. Many companies spend thousands of...

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Is your Receptionist turning away customers?

Posted by on Feb 11, 2011

Is your Receptionist turning away customers?

Is your receptionist helping or hindering your business? Lately, I have run into several that were doing a great job turning away my business. Here’s what happened and my thoughts on initial steps to improve the impression your critical front line employees like receptionists are giving your customers.   The Veterinarian Receptionist The first situation was with my veterinarian. My...

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