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...

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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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Tech Tool Tuesday: Brilliant Education Resources for Teachers

Posted by on Tuesday, December 4, 2012

I’m no expert – just a classic early adopter who loves to spread the word about brilliant technology tools like social media platforms, resources, apps and more. Every Tuesday I’ll share a tool that I’ve tried or learned about recently, to help you decide what tools you would like to try. I’d love your suggestions on tools to try for personal or business use! In the...

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Training for Leaders who give a damn

Posted by on Tuesday, March 6, 2012

I am super excited to announce a new part of my business! I’ve become an “Actionable Coach” with Actionable Books- a leadership development program designed for leaders who give a damn. It’s a super simple platform that enables leaders to develop “Salaried Entrepreneurs” on their teams. Leadership Workshop Series Check out The Actionable Leader – my new...

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HR Professional – Key Traits for Next-Gen HR

Posted by on Monday, October 3, 2011

HR Professional – Key Traits for Next-Gen HR

Last week I came across an article by Williams Recognition about the 5 traits of a Human Resources Professional. The traits they listed were: Commitment to company and employee; superior organizational skills; ability to multitask; impartiality; and continuous improvement. To me, this seems really 1980s, and helps to prolong the unfortunate stereotype of HR as administrative and subservient....

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Effective Communication – tone, body language, and brevity

Posted by on Monday, September 19, 2011

Effective Communication – tone, body language, and brevity

I’ve taught many workshops and coached more leaders than I can count on effective communication.  One of the most important lessons that continues to manifest is that it is not what you say that matters, but how you say it. Here are 3 lessons that help you say what you mean with more than your words. A study by Dr Mehrabian investigated the impact when words and other communication were...

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