Tag Archives: customer service

Mistakes and Miscommunication

Posted on January 14, 2021 by Patti Fralix

Have you noticed an increase in mistakes being made by service staff? How about misinformation, inaccurate assumptions, and errors in communication of information? I have noticed all of these and attribute them to our current challenges due to the pandemic. … Continue reading →

Posted in change, conflict, service | Tagged assumptions, clear, communication, concise, customer service, errors, Fralix, grace to each other, information, miscommunication, mistakes, pandemic issues, Patti Fralix, service stafaf, The Fralix Group, unusual times | Leave a comment

What the World Needs Now

Posted on October 23, 2020 by Patti Fralix

Have you noticed that many things take more time lately, lately meaning since COVID-19? This is especially true when you call a physician’s office or a pharmacy. Once the phone is answered (not by a live voice, of course, but … Continue reading →

Posted in change, gratitude, Relationships | Tagged automated messenger, be kind, be nice, be our best and do our best, beach, Businesses, callers, Calm, Capital One, consideration, Covid-19, customer relationship, customer service, efficient, experiences, Fralix, friendly, kindness, kindness matters, listen, patience, Patti Fralix, People don't fail, systems, systems do, The Fralix Group, The Hotel at Auburn University, time, wasted time, what the world needs now | Leave a comment

Disservice at JFK Airport

Posted on April 3, 2019 by Patti Fralix

Mike and I flew to JFK airport from Raleigh/Durham, arriving there about 1:30 pm on Saturday. We were going to Moscow, Russia via Warsaw, Poland. (Business for Mike, pure pleasure for me!) We were prepared for a long day at … Continue reading →

Posted in life, service, travel | Tagged baggage claim, customer service, Delta, final four, Fralix, Jet Blue, JFK Airport, LOT Airlines, Mike Fralix, Moscow, outlets, Patti Fralix, Poland, Purdue University, Raleigh, Russia, service, terminal, The Fralix Group, travel, University of Virginia, Warsaw | Leave a comment

Showing Appreciation to Your Customers

Posted on February 21, 2019 by Patti Fralix

All of us are customers of some businesses, and many of us have customers of our own businesses. We can probably name some companies that do not seem to care about their customers, even taking advantage of them. But instead … Continue reading →

Posted in gratitude, Relationships, service | Tagged add-a-pearl necklace, appreciation, business owners, Businesses, Companies, customer, customer service, customers, electrician, Gold Mine Jewelry, good service, jewelry, JME Electrical Services, Joe Martin, loyal, Nextdoor, Patti Fralix, service, small business, The Fralix Group, time, Tom and Eddi, Triangle CompuDocs, Trip Advisor | 2 Comments

A Call to Action

Posted on January 16, 2019 by Patti Fralix

I am fully prepared that this may be one of my most controversial posts. So be it. I am willing to suffer the backlash if it comes.

Posted in best self, conflict, life | Tagged accept, advocate, assimilate, call to action, Cheers, controversial, customer service, disturb the comforted, F----, Fralix, freedom of speech, FU*K, ignore, inappropriate word on t-shirt, individual rights, Management, Mike Fralix, obscene language, obscenities, opinion vs racist, Patti Fralix, profanity, The Fralix Group, tolerate, what do you think? | 6 Comments

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 … 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

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 … 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

Don’t Waste My Time!

Posted on October 3, 2018 by Patti Fralix

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 … 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

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 … 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

It is About the People, Every Time

Posted on July 27, 2018 by Patti Fralix

It isn’t about the facility. It isn’t about the food. It is about the people. You and I know this, but sometimes we forget. I had a good reminder of this recently.

Posted in gratitude, Relationships, service | Tagged appreciation, Caswell Beach, construction, customer service, duffers, external customer, Fralix, golf course, internal customer, Mike Fralix, Oak Island Golf Course, Oak Island North Carolina, Patti Fralix, People, people make the difference, Trivia night on Tuesday | 2 Comments