It's In The Sauce!

Customer Centered Service

Posted on October 23, 2018 by Patti Fralix

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 | 6 Comments

It Could Have Been Worse!

Posted on October 17, 2018 by Patti Fralix

Raveena, British Airway’s Customer Service Expert at the Amsterdam airport

On Sunday morning when we were scheduled to fly from Amsterdam through Philadelphia to Raleigh, arriving home a little after 5pm the same day, Mike was awakened at 4am by a text from American Airlines with the news that our flight out of Amsterdam was delayed; a couple of hours later it was cancelled! Several phone calls to American gave us no good options, some options worse than others. There were no options at all on any airline out of Amsterdam that would get us both home on Sunday. One option (the worst) would get us home three days later after flying through LA.! What seemed the best option would have Mike and me flying separately on different airlines. We put the best of our options on hold to protect us with a flight, then headed to the airport to see if other options became available once all of the rebookings of the Philadelphia flight settled out. Continue reading →

Posted in conflict, service, travel | Tagged Amazon, American Airlines, Amsterdam, Amsterdam Airport, British Airways, customer service, economy, equal, Executive Platinum flyers, experience, Fralix, good finder thoughts, Hilton Airport Hotel, Hurricane Irma, It could be worse, lessons, London, luggage, no control, options, Patti Fralix, Philadelphia, Raleigh, Raveena, self-sufficiency, The Fralix Group, traveling | 4 Comments

The Most Beautiful Bookshop in the World

Posted on October 14, 2018 by Patti Fralix

Mike and I have been in Maastricht, the Netherlands, for the past week at the 34^th 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 | Leave a comment

Don’t Waste My Time!

Posted on October 3, 2018 by Patti Fralix

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 | 2 Comments

To Tell or Not to Tell?

Posted on September 26, 2018 by Patti Fralix

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 | 2 Comments

What Really Matters

Posted on September 21, 2018 by Patti Fralix

Many people in NC and SC have suffered through the effects of Hurricane Florence in the last week. While I am writing this, there are some who are still being evacuated even now due to rivers cresting. For some, it will be a long time, if ever, before their lives will return to normal. At times like this, it behooves us to remember what is really important in our lives, what really matters. As I think about this, I am convinced that there are three things that are most important, and these “things” are not tangible items that can be lost in a hurricane. Other things could be mentioned, but these three are most important. Two of these are related to the connection between oneself and others, and the third is more individual in nature and relates to connection with oneself. Continue reading →

Posted in family, life, Relationships | Tagged ABWA, achievement, ambition, American Business Women's Association, aspirations, Christian, faith, Fralix, friends, God, Hurricane Florence, Patti Fralix, personal, professional, relationships, religious, what really matters | 1 Comment

Waiting on Hurricane Florence

Posted on September 13, 2018 by Patti Fralix

http://www.weather.com

As I write this, many people up and down the U.S. East Coast are preparing for and waiting for the largest hurricane that has occurred in many years, Hurricane Florence. Florence is about twenty-four hours away from making landfall, and it is assumed that landfall will occur at Wilmington, NC. Many other areas will be also be affected. Mandatory evacuations are already in place in several NC and SC areas. Our primary home area, Raleigh, NC, is expected to have much rain and wind, and likely significant damage and power outages as a result of those. Our beach property is too close to the hurricane’s expected landfall for us to avoid significant damage there. So, we like many others are on edge, not knowing what the outcome of this weather disruption will be. Continue reading →

Posted in change, conflict, life | Tagged 2018, 9/11, 911, change, commitment, competence, confident, Fralix, Hurricane Florence, Hurricane Irma, Mike Fralix, Never forget, Patti Fralix, St. Maarten, Tropical Storm Isaac | 1 Comment

St. Maarten/St. Martin Post Hurricane Irma

Posted on September 7, 2018 by Patti Fralix

A rebuilt restaurant on Orient Beach

Mike and I are in St. Maarten/St. Martin this week, one year after Hurricane Irma devastated the island. We were here when Hurricane Irma came through and wanted to come back and see the island while it is recovering. I also wanted to finish the last section of the book on the hurricane experience and lessons learned and seeing the island at this stage is a part of that. Continue reading →

Posted in life, thankful, traditions | Tagged Adventure of the Seas, book, experience, Hurricane, Hurricane Irma, Hurricane Maria, India, island, Joe's Jewelry, Maho Beach, memories, Mike Fralix, Patti Fralix, Puerto Rico, rebuilding, Ron, Royal Caribbean, Sameer, September 5 2017, St. Maarten, St. Martin, storm, tourism, Veer | 6 Comments

What Difference Does a Year Make?

Posted on August 30, 2018 by Patti Fralix

Our daughters and granddaughters and our Welcome Home sign that is still up, almost one year later.

Mike and I travel to St. Maarten on Saturday, to see how our precious island has recovered from Hurricane Irma. We will be there for the first anniversary of the hurricane, September 6. We lived through that hurricane and want to go back and see how the island is recovering. We are not able to stay at our place since it will not be reopened until at least October. We will be staying in a part of the island that was not as damaged as was ours. Continue reading →

Posted in change, life, travel | Tagged 2017, book, Book published, change, curious, Difference, fragility of life, Fralix, healing, Hurricane, Hurricane Irma, island, learn vs not, lessons, life, life-changing events, Mike Fralix, Patti Fralix, September 6, St. Maarten, trip | 4 Comments

Change Changes Us

Posted on August 25, 2018 by Patti Fralix

One of many photos of Hurricane Irma’s wrath in St. Maarten

Yesterday marked the one-year anniversary of Hurricane Harvey’s assault on Houston and other areas in Texas. September 6 is the one-year anniversary of Hurricane Irma’s attack on St. Maarten. Many areas in Texas have recovered well from Harvey, while others haven’t. And while these two anniversaries are remembered, Hawaii is bracing for the arrival of Hurricane Lane. Continue reading →

Posted in change, life | Tagged accept change, change, changes are choices, choices, embrace change, Hurricane Harvey, Hurricane Irma, Jason Padgett, Michael Fralix, Patti Fralix, resist change | 5 Comments