by Patti Blackstaffe | Jan 19, 2010 | Customer Service, Leadership, Management, Training
Last week I was in a local all day breakfast restaurant and was being served by a young woman who was exceptionally efficient. She worked hard, she worked fast and she had a bright smile. When we were seated she offered coffee, put menus down and got on with her...
by Patti Blackstaffe | Dec 31, 2009 | Business, Gratitude, Leadership, Management
As the New Year approaches and the second decade begins to emerge and form itself, here are 8 wishes from me to you for 2010 and beyond. Happy New Year and the greatest of success and prosperity! I wish for you…. That your family comes first on your priority...
by Patti Blackstaffe | Oct 26, 2009 | Business, Conflict, Customer Service, Leadership, Management, Training
Ever heard an employee say, “It was only one customer, what are you so hung up about?” What if you could keep accurate metrics on the number of customers chased away by your staff? First, a little story told to me by a friend – then onto customer service metrics!! My...
by Patti Blackstaffe | Oct 21, 2009 | Business, Communication, Gratitude, Leadership, Management
What can your team trust from you? Have you ever walked into a place of employment and a co-worker seems to be having a really horrible day? They walk with their shoulders down, cannot FORCE a smile on their face and are unable to speak with much enthusiasm or energy...
by Patti Blackstaffe | Oct 13, 2009 | Leadership
I want to make a comment about society (and potential bias) in this blog. An incident recently hit WAY too close to home for me and I am trying to make sense of it. Bias is real, we all have it. We build assumptions around our biases, we define our reactions to...
