DelcoReviewSpring2017 - 13

www.DelcoBar.org

Serving the Community . . .

Judge Christine Fizzano-Cannon

numerous techniques for handling
angry customers, one of the most
fundamental was laid down by Patrick
Swayze in the movie Road House:
All you have to do is follow three
simple rules.
One: Never underestimate your
opponent. Expect the unexpected.
Two: Take it outside.
And Three: Be nice.
If somebody gets in your face,
I want you to be nice.
Ask him to walk, be nice.
If he won't walk, walk him.
But be nice.
If you can't walk him, one of the
others will help you. And you'll
both be nice.
I want you to remember that it's a
job. It's nothing personal.
All three of Swayze's rules can be
applied to handling angry customers,
but there is a tremendous amount of
wisdom in the third rule. Begin with
being nice. Do not patronize and be
firm if necessary - but be nice. If
you understand your triggers and how
you react when confronted with an
angry customer, you can try to detach
yourself from the emotions of the
moment. Even though a customer's
anger is usually not personal, it very
often feels personal.
There are a number of techniques
for handling angry customers -
phrases to use, assurances to give -
but techniques are worthless if you are
not in the proper mindset to use them.
Handling angry customers begins with
self-awareness and a desire to serve.
So, in the words of the great Patrick
Swayze, when confronted with an
angry customer begin by being nice...
until it is time not to be nice anymore.

udge Christine Fizzano-Cannon presently serves as head of the
Civil Trial Section on the Delaware County Court of Common
Pleas. Elected in 2011, Judge Fizzano-Cannon has presided over
120 jury and non-jury trials and closed 1,400 civil cases. Her calendar is not the only very busy part of Judge Fizzano-Cannon's life.
Judge Fizzano-Cannon is married to Mark Cannon, President of
Giles J. Cannon, Inc., a commercial masonry company. Together the
Cannons have three children under the age of 6 - twins, Ethan and
Luke, 5, and Alexandra, 3.
Judge Fizzano-Cannon graduated from Ridley High School,
where she was a member of National Honor Society and the Scott's
Hi-Q Team. She was named to the Delco Hi-Q Hall of Fame in 2010. She went on to
study at the University of Arizona, majoring in communications and minoring in business. She is a graduate of the Widener School of Law, where she served as an editor of
the law review.
Prior to joining the Court of Common Pleas, Judge Fizzano-Cannon practiced civil
and municipal law, including service to the Middletown Township Zoning Hearing
Board. She served two terms as a member of Middletown Township Council (20002007). She was elected to Delaware County Council in 2007 and served until her election
to the Bench.
Judge Fizzano-Cannon is currently a candidate for the Commonwealth Court in the
November 2017 election and has received a "highly recommended," which is the top
rating from the Pennsylvania Bar Association Judicial Evaluation Commission. She has
served her community by participation in several non-profit boards of directors, including
the Delaware County Women's Commission, Riddle Hospital and the Tyler Arboretum.
TRAILBLAZING IN MARCH, 2017. Every March, County Council partners with the
Delaware County Women's Commission to recognize Women's History Month and individuals who have profoundly influenced women in Delaware County. This year's theme
focused on women who have successfully challenged the role of women in both business
and the paid labor force, with the theme "Honoring Trailblazing Women in Labor and
Business."
Council recently joined the Women's Commission to present the annual Woman of
Achievement Award to three leaders in business: Delaware County Court of Common
Pleas Judge Christine Fizzano-Cannon; Stephanie Fleetman, CEO of Mustang Expediting
Inc.; and Jennifer Morgan, President of SAP North America.
"Throughout history, women have fought tirelessly to broaden democracy, to ensure
we are all treated equally, and to encourage women to reach for new heights," said Vice
Chair Colleen Morrone. "These honorees are role models for women in Delaware County, and have shaped our community through their leadership."
Fizzano-Cannon has parlayed a successful legal career with a focus on municipal
and commercial law into a career in public service. Prior to being elected to the Court
of Common Pleas, she owned her own law practice and was respected for her ethics
and work product. She also served on Delaware County Council where she successfully
advocated for energy efficiency, open space preservation, and government transparency.
She is a lifelong Delco resident with deep roots and history in the county.
Since 1985, the Delaware County Women's Commission has served as advocates for
women, acknowledging their contributions to the history of the county, and empowering women in their roles within the family, in the workplace, and in government, raising
awareness on issues such as women's health, financial independence, and prevention of
violence against women. Council proclaimed March as Women's History Month at the
March 1 meeting and recognized the Women's Commission with a resolution.

Spring 2017

| 13

http://www.DelcoBar.org

Table of Contents for the Digital Edition of DelcoReviewSpring2017