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...
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...
