Author Archives: Patti Fralix

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About Patti Fralix

Patti Fralix inspires positive change in work, life, and family through Speaking, Consulting, and Coaching in three specialty areas: Leadership, Managing Differences, and Customer Service. Her leadership firm, The Fralix Group, Inc., has been helping clients achieve practical and tangible results for twenty-two years.

Be A Customer Advocate

Posted on March 18, 2016 by Patti Fralix

An experience with a sales associate in a store in Alabama last week impressed upon me the need for a customer advocate.  I was reminded of my health care background, and the role of a patient advocate.  When I experienced … Continue reading →

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Hospitality in the Deep South

Posted on March 11, 2016 by Patti Fralix

I feel like I am living (really visiting)  in another time, and I guess I am.  I have been in Alabama for a week, for two separate events with long term friends.  One was the baby shower for a friend’s … Continue reading →

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We are Experiencing Higher than Normal Call Volume at this Time!

Posted on March 3, 2016 by Patti Fralix

You know that when you call a business and you hear those words, you might as well get a cup of coffee and sit down with a magazine with your phone on speaker phone, for you will be waiting quite … Continue reading →

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Please Come Back!

Posted on February 25, 2016 by Patti Fralix

  It was a busy morning, made even more so by having to FedEx a Visa application for my husband while on the way out of town.   While he was in Walgreens having a passport photo taken to accompany the … Continue reading →

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Who You Are Speaks So Loudly I Can’t Hear What You Say!

Posted on February 18, 2016 by Patti Fralix

Communication is one of our greatest challenges.  Not that we aren’t talking a lot, but is our spoken message consistent with our behavior? If there is dissonance in what we say and what we do, others judge us on our … Continue reading →

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Competition-Healthy, or Not?

Posted on February 9, 2016 by Patti Fralix

Our 9 year old granddaughter Elsie is a gymnast.  She had a gymnastics meet this past weekend, and did quite well.  This was her first meet at Level 4, and we were all (her mother and I, to be exact!) … Continue reading →

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Attention to Detail

Posted on February 4, 2016 by Patti Fralix

If we aren’t careful, it is easy to miss some important stuff, or at least, some of the stuff that makes our lives richer.  I had a few examples of that recently. Mike and I travelled to Wilson, NC this … Continue reading →

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The Circle of Life Continues

Posted on January 27, 2016 by Patti Fralix

Our family just returned from a week’s ski vacation in Steamboat Springs, Colorado.  The snow was plentiful and beautiful, the accommodations were well appointed and comfortable, and our time together was nourishing and relaxing.   Our 2016 Steamboat trip was … Continue reading →

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Act Like You Care!

Posted on January 19, 2016 by Patti Fralix

On a recent plane trip, my husband and I had two examples of customer service, one which was excellent service, and the other poor.  Same airline, same day, two different flights, two different stewards.  I continue to be amazed at … Continue reading →

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When Your Focus is the Customer

Posted on January 12, 2016 by Patti Fralix

Too often staff in restaurants, shops, and other businesses are so focused on the policies of their employer that they fail to adequately serve the customer.  When their behavior is different, when they are focused on the customer, amazing things … Continue reading →

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