Mary Grace (L) and Elsie (R)
Our oldest granddaughters, Mary Grace who is 13, and Elsie who is 11, were having a conversation recently about one of their leaders. I decided to listen in, and I am so glad that I did, for there was a good lesson to be found in their conversation. They were comparing the behavior of one of their current leaders to that of the previous one in that same role. Regardless of our roles as adults, we can learn something from these wise young people. Continue reading
Posted in change, family, Leadership
Tagged 65, action, action oriented, change, doers, don't just be a think tank, Elsie, in our heads, knowledge, leaders, Mary Grace, Mike Fralix, mouths of babes, Patti Fralix, theory, thinkers
What does a writer do when the well is dry? One option is to dig deeper. Another is to go within oneself, searching for the message that needs to be delivered. Another option is to post more photos, fewer words! I decided on the latter approach for this post. So, here is one last blog post from our recent wonderful trip to Maastricht in the Netherlands, this one is about the beautiful doors of Maastricht. Continue reading
Posted in hope, life, travel
Tagged beautiful doors, blog, doors, entrance, exit, International Apparel Federation, leather bag, leather shop, Maastricht, Netherlands, photos, red hat door, transition
I have been a customer service advocate for many years. I have spoken on it, consulted on it, and written on it. My family and friends would say, I have been insufferable about it! It is in my DNA. So of course, I was excited to see new and different examples of exceptional customer service on my recent trip to Maastricht in the Netherlands. If these examples are present in the US, I have not seen them. Continue reading
Posted in Relationships, service, travel
Tagged Amsterdam, beverage station, ceramic cup, coffee, cotton hand cloth, cotton hand towel, customer, customer service, Europe, exceptional service, experience, hot soup, lasting experience, London, Lyft, Maastricht, McCormack's, memorable, Morton's, Netherlands, pepper grinder, plastic water bottles, positive, salt grinder, service, soup, taxis, Uber, wooden benches
Mike and I have been in Maastricht, the Netherlands, for the past week at the 34th annual International Apparel Federation’s World Fashion Convention. We have been to Maastricht once before, ten years ago, for the same meeting. I loved Maastricht then and was excited to come back this year. As much as I loved Maastricht before, it was even more wonderful this time. So much so, that Maastricht has replaced London as my favorite city in the world! Continue reading
Posted in service, travel
Tagged Amazon, bicycles, boekhandel dominicanen, books, bookshop, coffee, Europe, Europeans, free gift wrapping, friendly people, International Apparel Federation, London, Maastricht, Most Beautiful Bookshop in the World, Netherlands, Physically fit, shopping, World Fashion Convention
My wise friend Judy and me on a (too rare) excursion.
My bestie for the last fifty years, Judy, has had a saying for many years that I love: “Waste my money, waste my food, but don’t waste my time.” We all know that time is money, and none of us have enough of it. We cannot afford to waste it.
I am up early this AM because I could not sleep, and I have again, experienced the “waste my time.” I decided to make a couple of phone calls to check on a few things when I had time this AM that I did not plan to have. One of those was to my bank, and one was to a merchant. I should have done laundry instead, for I wasted my time. Continue reading
Posted in life, Relationships, service
Tagged bank, business, call, communication, customer service, Fralix, information, love, money, Patti Fralix, phone, systems problems, time, waste
Sometimes patience is required when dealing with customers!
I am and have always been, passionate about customer service. Even before I started speaking and consulting about the subject, I have been militant about it. Business is too difficult for us to accept poor service. I believe we owe it to companies we care about to give them accurate feedback on all aspects of the service we experience with them. Granted, this is easier when we can give positive feedback. It is much more difficult when we think we should give the feedback, and it is negative. So, is there a way to give negative feedback that is more likely to be heard, and acted upon? I am not sure, but I have found some principles to work for me. Continue reading
Posted in conflict, Leadership, service
Tagged business, company, customer, customer service, customers, experience, feedback, Fralix, issue, Management, negative, Patti Fralix, positive, principle, review, service, The Fralix Group, Trip Advisor