Pam Ross

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

Little Things Make A BIG Difference To Customer Service!

Posted by on Thursday, August 28, 2014

Little Things Make A BIG Difference To Customer Service!

Look out for the little BIG things that your employees do every day. Awesome customer service choices (even if small) add up. And, more importantly – they are helping you keep your business alive. Look for your hidden gems! They work hard, take pride in their work, and usually have a smile on their face. According to the Workplace Reinvention Model, employees that work in a culture of...

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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...

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A store told me they don’t want my business! HuH?!

Posted by on Thursday, June 19, 2014

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...

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Jeff’s GuyShop IS Customer Service!

Posted by on Thursday, June 12, 2014

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,...

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I ordered a Double Double, and I received an Experience

Posted by on Thursday, May 22, 2014

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...

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My Mechanic’s Secret to the Customer Experience

Posted by on Monday, December 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 Thursday, September 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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