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 | 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 | Sep 21, 2009 | Business, Customer Service, Leadership, Management
For any leaders who don’t believe that Social Media is relevant to leading their teams, managing business or keeping clients happy, here is a great video you might want to watch that shows a very compelling case for the use of social media. Not a leader? That’s okay,...
by Patti Blackstaffe | Sep 14, 2009 | Business, Customer Service, Leadership, Management
Sometimes we find great leadership in the most unexpected places. This weekend we attended a wedding. It was fantastic, backdrop in the Canadian Rockies celebrated in one of the most beautiful places in the world. It was elegant, yet relaxed and the entire guest...
by Patti Blackstaffe | Aug 27, 2009 | Business, Communication, Conflict, Customer Service, Leadership, Training
Due to a busy couple of weeks I’ve neglected the blog, but feel it imperative I offer a follow-up to the Rogers cell phone story. I’d like to say my own behaviour with Rogers was of the utmost grace and decorum, but the truth is by the time I spoke with someone in...
by Patti Blackstaffe | Jul 29, 2009 | Business, Communication, Conflict, Customer Service, Leadership, Management
This is a long one folks! I ‘ve spent WAY too much time on the phone today, but not with friends, family or clients. Instead, I’ve been on the phone with my cell phone provider, Rogers. Rogers Canada is one of the largest providers in the country alongside...
