Shows
The Michelle Pascoe Hospitality PodcastMaking Service Excellence StickIn this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience - from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail.
Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores:
Why personalised kindness is free and delivers exceptional returns.
Tips for creating emotionally-connected, high-performing teams.
The role of storytelling and care in amplifying brand loyalty and guest...2025-07-2921 min
The Michelle Pascoe Hospitality PodcastThe Power of Sustaining Brand Consistency in Every Guest ExperienceThis week Michelle sits down with Steve Sidd, a leading figure in hospitality management and consulting, with over 28 years of experience. Despite a winter cold, Michelle couldn’t miss the opportunity to talk with Steve, whose journey in the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike.
Steve shares pivotal moments from his career, the importance of nurturing and promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use au...2025-07-2242 min
The Michelle Pascoe Hospitality PodcastHow Hospitality Venues Can Build A Fiercely Engaged CommunityIn this energizing episode of the Michelle Pascoe Hospitality Podcast, Isit down with marketing powerhouse Jenn Donovan—renowned strategist,bestselling author, speaker, and the force behind viral communities likeBuy From a Bush Business and the Spend With Us marketplace.
We dive into the heart of rural and regional connection, discussing howbusinesses and hospitality venues—especially clubs—can build engaged,fiercely loyal communities, not just passive followers.
Jenn unpacks the essentials of community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visito...2025-07-0845 min
The Michelle Pascoe Hospitality PodcastWhy Authentic Hospitality Leaders SucceedWhat’s the #1 leadership trait that transforms teams? Authenticity... and in this episode Michelle reflects on three powerful interviews with hospitality CEOs - revealing how authenticity fuels vision, culture, and resilience. From strategic growth to community-first values and courageous leadership, this episode is your blueprint for real-world impact in the hospitality space. Are you leading with presence, values and purpose? Watch/listen now & elevate your leadership style. 2025-06-2617 min
The Michelle Pascoe Hospitality PodcastPhone Call Secret: The 2025 Customer Service HackBusinesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really resonating with customers today—and spoiler alert, it’s not another email funnel. I dive into the power of warm calls, the charm of snail mail, and how getting ba...2025-05-2923 min
The Michelle Pascoe Hospitality PodcastPUT ASIDE YOUR MASK & EGOJoin me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership. Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room. Discover the power of saying "yes" to new opportunities, leveraging transferable skills, and understanding the profound impact leaders have on their teams. A must-listen episode for anyone in hospitality striving to grow as a leader and positively influence their workplace.2025-04-0243 min
Poolside Perspectives with Ash HartneyEpisode 27 - Building Unforgettable Client Experiences: Insights from 30 Years in Business with Michelle PascoeIn this episode of Poolside Perspectives, we sit down with Michelle Pascoe, founder of Optimum Operating Procedures and Services (OOPS) and one of Australia’s leading voices in leadership development and customer experience. From her humble beginnings on a turkey farm in regional Australia to building a thriving training and research business, Michelle’s journey is a testament to resilience, adaptability, and unlocking untapped potential.With over 30 years of experience, Michelle works closely with organizations to foster positive workplace cultures, navigate generational diversity, and elevate customer service standards. She’s passionate about helping individuals see the possibilities within...2025-03-2343 min
The Michelle Pascoe Hospitality PodcastUNLOCK FINANCIAL FREEDOM Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code. 💡 From rebuilding her life as a single mother to running multiple award-winning, six-figure businesses, Miriam shares her powerful journey and practical strategies for:✨ Mastering your money habits✨ Aligning your business with your core values✨ Creating true financial and time freedom✨ Overcoming burnout and reigniting passion for your work Miriam also has a webinar 'Burn Down The Hamster Whe...2025-03-1838 min
The Michelle Pascoe Hospitality PodcastMeasuring & Benchmarking are the Backbone to Hospitality Success In today’s episode of The Michelle Pascoe Hospitality Podcast, I'm diving deep into the strategies that help hospitality businesses thrive in an ever-evolving landscape. I’ll guide you through how data, measurement, and benchmarking can transform your venue into a VIP destination for every guest. 🔍 What You’ll Learn:✅ Why starting with data is critical for long-term success✅ The six essential tools for measuring guest experiences✅ How to embrace diversity—age, culture, accessibility, and more—to exceed expectations✅ The power of benchmarking in refining your service, compliance, and marketing strategies✅ Why long-term data insights help businesses stay ahead of the compe...2025-02-2730 min
CX Passport200!!! The one with the scene setting - Michelle Pascoe E200What's on your mind? Let CX Passport know...🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...CHAPTERS0:00 Introduction and Background1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality6:10 Creating Intuitive Customer Experiences9:46 Multi-Generational Customer Engagement15:32 Exploring Australia Beyond Major Cities19:46 1st Class Lounge24:24 Setting the Scene for Customer...2025-01-2135 min
Shine on CX Show: Illuminating the Path to Exceptional Customer ExperienceShine on CX Show with Michelle Pascoe🎙 Episode Title: Unlocking Potential Across Generations with Michelle Pascoe
In this episode of the Shine on CX Show, we’re thrilled to welcome Michelle Pascoe, Leadership & Customer Experience Expert, to explore a topic crucial for today’s workplace: how to unlock the potential of employees across different generations. From Baby Boomers to Gen Z, each generation has unique needs, expectations, and motivations. Michelle shares her expert insights on how businesses can understand these differences to truly look after their employees, foster engagement, and create an environment where everyone thrives.
Tune in to discover practical strategies for imp...2024-10-0326 min
The Michelle Pascoe Hospitality PodcastCreating a Customer Service Culture that Keeps Them Coming BackIn this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enli...2024-10-0242 min
The Michelle Pascoe Hospitality PodcastCreating a Customer Service Culture that Keeps Them Coming BackIn this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enli...2024-09-2442 min
Podvan Podcast with RabbitEp86 Michelle Pascoe With Public Speaking Tips🎙️ In Episode 85, Rabs sits down with Michelle Pascoe, a hospitality expert and business coach who has spent over 30 years helping businesses thrive through frontline training, leadership development, and mystery shopping. Here’s what you can expect:•Mystery Shopping Explained: Michelle breaks down what mystery shopping really is and how it helps businesses improve their services, providing behind-the-scenes insights into her proprietary 600-page reports. 📊🛍️•Building Leadership in Hospitality: Discover how Michelle helps businesses cultivate effective leaders by turning team members into managers, with a focus on communication, values, and culture. 🍽️🏢•Public Speaking Tips: Michelle shares advice on how...2024-09-1755 min
Amazing Business RadioThe 3 E's of Customer Experience Featuring Michelle PascoeTips for Training Teams with a Hospitality Mentality Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What does "Hospitality Mentality" mean?
What is the difference between customer service and customer experience?
How can businesses create a memorable last impression for customers?
Why is a values-based education important in shaping employees' customer behaviors and interactions? ...2024-07-3025 min
HerBusiness266: From Buddy to Boss: Igniting Your Potential for Career Advancement with Michelle PascoeEver felt torn between being an employee’s friend and their boss? Or unsure how do you keep being relatable and respected as you grow into the CEO role? Or even uncomfortable having to draw boundaries as your team grows? These are challenges faced by many bosses. In this episode of the HerBusiness Podcast, we’re talking about how to transition from your employee’s ‘buddy’ to their ‘boss’. With the lovely Michelle Pascoe, we’re diving into the essential steps for establishing boundaries, developing a boss mindset, and navigating the complexities of...2024-07-2441 min
Two Gins In - A Designer's PerspectiveEp #27 The hotel & Club Industry - Why thoughtful design matters with Michelle PascoeIn this episode of Two Gins In, hosts Helen and Karyn sit down with Michelle Pascoe, an esteemed international speaker and expert in customer service and hospitality. Michelle, founder of Optimum Operating Procedures and Services (OOPS), brings nearly 30 years of experience to the conversation, delving into the nuances of creating exceptional customer experiences. She shares insights on the importance of emotional connections in service delivery and how businesses can transform ordinary interactions into memorable experiences.
Michelle discusses the post-COVID challenges facing the hospitality industry, particularly the loss of middle management and frontline staff. She emphasizes the need f...2024-05-1744 min
Biz Bites for Thought LeadersNavigating the Seas of Hospitality with Michelle PascoeJoin us as we explore the critical balance between automation and human touch in creating enduring customer relationships, the importance of leadership development, and strategies for future-proofing businesses in any sector. We dive into an enlightening conversation with the accomplished Michelle Pascoe. Celebrating her 30th year in business, Michelle sheds light on her extensive experience in the world of hospitality and tourism, as well as her passion for exceptional customer service. From navigating the evolving landscape of the industry to innovating through proprietary technology, Michelle shares the lessons learned and insights gained from her remarkable journey. Don't miss out...2024-04-0842 min
The Michelle Pascoe Hospitality PodcastEpisode 216 - Exploring Service Industry Challenges & Innovations 🎧 Tune in to the latest episode of The Michelle Pascoe Hospitality Podcast! 🌟 In this week’s episode, I take the guest seat to share my invaluable insights and experiences gained over three decades dedicated to the customer experience. Prepare to be inspired as I dive deep into the customers' insatiable quest for the most unforgettable moments. Joining Michelle as the host is the remarkable Yanique Grant, founder of the highly acclaimed Navigating the Customer Experience Podcast. Together, they uncover the challenges faced by the service industry and provide invaluable global perspectives on the matter. Discover how my own proprietary software...2024-03-0528 min
The Champagne Lounge28. Creating Memorable Experiences with Michelle PascoeSummary
In this episode, Rebecca is joined by Michelle Pascoe, a hospitality expert with 29 years of experience. They discuss the importance of creating memorable experiences for customers and the challenges of staff engagement in the hospitality industry.
Michelle shares tips on training staff in customer engagement and implementing wow factors in customer service. They also discuss the importance of celebrating successes in business.
Takeaways:
Creating memorable experiences is crucial in the hospitality industry.
Training staff in customer engagement is essential for providing exceptional service.
Implementing wow factors, such as personalization and small...2024-02-2629 min
Navigating the Customer Experience216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle PascoeSend us a textMichelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience. In 1994, she founded one of Australia's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training an...2024-01-0928 min
The Michelle Pascoe Hospitality PodcastTogether We RiseThis years theme for IWD BreaktheBias I believe is more than just gender bias. Unconscious and conscious bias impacts on how we turn up in the workplace. We all need to support and work together.2022-03-0912 min
The Michelle Pascoe Hospitality PodcastTEN PEAKS CHALLENGE - MARCH ONNicole Heinrich, COO of Ramsgate RSL and 2 of her team are scaling 10 peaks in 4 days to raise money and awareness for Veteran Suicide with Soldier On. Taking on Australia's most iconic and challenging walking track within Mt Kosciuszko National Park. Nicole shares her story in the industry, the strong connection with community and the preparation for this challenge. This is what community spirit is all about. Please donate to Soldier On - Ten Peaks Challenge throughout March. Donate Now - Soldier On Ten Peaks Challenge2022-03-0228 min
The Michelle Pascoe Hospitality PodcastCareer Evolution Post CovidJenny White, CEO of WhiteNow and the guru of recruitment in the industry for over 20 years shares the career evolution, opportunities and the deeper connection that leaders have with each other post Covid.2022-02-2252 min
The Michelle Pascoe Hospitality PodcastWHY HAVE A PERSONAL BRAND?Chef Paul Rifkin shares his journey as a consultant to the Hospitality industry and becoming a Brand Ambassador. Building a business not only on his amazing skillset and knowledge but on his “personal brand” defines him as one of the top consultants to seek out for your hospitality business.2022-02-1646 min
The Michelle Pascoe Hospitality PodcastFIRST IMPRESSIONS REALLY COUNTA fabulous first impression, a lasting memory, help or assistance in a crisis (or ouch!), or a moment that makes you say "WOW!". This is known as FLOW. Make the most of every guest, every visit, every experience.2022-02-1020 min
The Michelle Pascoe Hospitality PodcastBACK TO BASICS: CHANGEIf you don't get back to basics and begin building the team again a "toxic culture" will eventually infect every crevice of your business. Get the basics right and everything flows from there.2022-02-0212 min
The Michelle Pascoe Hospitality PodcastYour Customers are looking to you for the MAGIC...With all that is happening at the moment your customers are looking to you not just for a product or service! Be the person and the business that gives them the experience, the transformation, the MAGIC!2022-01-2012 min
The Michelle Pascoe Hospitality PodcastForget the Silver Lining!! Here comes 2022The resilience of the Hospitality industry even though it feels like it is on its knees is certainly trying to keep its head above water has been outstanding. Leaders you are wonderful, teams you are doing an amazing job. Tips on thanking your customers, leadership styles and a free E-Book all in this episode for the year. Welcome to 2022.2022-01-1215 min
The Michelle Pascoe Hospitality PodcastBe the Change - DV in the WorkplaceArely Carrion brings her two passions together; Registered Club Industry and Domestic Violence in her new role with Insight Exchange. The industry connects with millions of members, guests and 62,000 employees in NSW and can become the change makers in helping those who need support.2021-11-3048 min
The Michelle Pascoe Hospitality PodcastHospitality Recruitment on an IslandClaire Boscq-Scott the CEO of Jersey Hospitality Association shares with us her journey and her new role in rebuilding the industry on the island of Jersey post Pandemic and Brexit. She shares tips on recruitment local and globally.2021-11-1736 min
The Michelle Pascoe Hospitality PodcastWhy is email so much better than Social Media?The great outage of October, 2021 reverberated around the globe as business revenue plunged because of the reliance on a third party connecting with their customers. Who has the power over your revenue? 2021-11-1209 min
The Michelle Pascoe Hospitality PodcastThe Future of Event Sales Training - More than the flowers & cakeThe amazing Bree Wailes founder of We Surge Events & Wedding Training and a whole lot more shares her insights of the industry over the past 20 years and the new direction. This is a must listen to those in the events industry who want to increase their sales revenue, have an engaged team and care about the customer journey.2021-11-0451 min
The Michelle Pascoe Hospitality PodcastThink Strategically and Believe - The Growers ShoalhavenIt's easy to make plans the difference is when you believe in them and see them all come true. The Growers Shoalhaven is the new place to be seen, to enjoy amazing local produce in beautiful surroundings. Andrew Gunn talks about his career and his role as COO in bringing this food concept alive on the south coast.2021-10-2940 min
The Michelle Pascoe Hospitality PodcastStart where you are. Find out what you have. Map your VIP Journey. Bringing your data alive!Why should you measure what you do? More than ever, you are dealing with a diverse public and workforce. Creating unforgettable guest experiences is the benchmark today, getting that service out of your team on a regular basis is the goal. Mystery Shopping is an excellent research tool. Not every mystery shopper or survey is created equal, I should know I’ve been doing it for nearly 30 years.2021-10-2122 min
The Michelle Pascoe Hospitality PodcastDon't disconnect just because your doors are now OPENBefore you go back to "business as usual", how inclusive will your offering be now to those customers who supported you when your doors were closed?2021-10-1406 min
The Soul Led WomanBoss Lady Interview with Carla Pascoe - Success CoachIn this episode of Boss Ladies UNCUT , I interviewed Carla Pascoe who is a Certified Trainer for Jack Canfield’s Success Principles. As a Nursing Director with twenty-five years of experience leading teams, Carla is an expert in achieving excellence in outcomes. Carla has a master’s degree in Organizational Management and has assisted organizations with change management, restructuring, and culture change all with an emphasis on solid leadership tenets. Combining her knowledge in leadership and Success Principles training, Carla coaches individuals to become the leader in their life, developing a strategy to achieve their goals and drea...2021-07-1727 min
The Debra Shepherd Podcast64: Leaving The 9-5 To Pursue Your Dream Of Starting A Business With Michelle PascoeWant to leave your 9-5 and start a business? On the podcast this week, Debra welcomes Michelle Pascoe back to the show to talk about how you can embrace your Second Momentum and pursue your dream of starting a business. Ready? EPISODE HIGHLIGHTS Michelle shares her entrepreneurial journey and talks about how to identify your passion and start your dream business. The importance of customer service and the customer experience journey in online and offline businesses. Success and having the power to choose the life and business you want to create. Why yo...2021-05-1244 min
The Michelle Pascoe Hospitality PodcastBizShui The secret weapon to thrive in your home office Last year we all scrambled to set up a home office to connect with our team and clients, using a pile of books or a box of tissues to sit your laptop on, while you perched in front of a window providing your viewers a silhouette or up the nose camera angle. Let’s admit it none of us were prepared for the long haul and now many of us have chosen “working from home” as the new norm. Our environment affects our state, and our state affects our behaviour, simple right! Claire is the Number 1 Woman...2021-05-0546 min
The Michelle Pascoe Hospitality PodcastDo You Ever Feel You’re Telling Yourself The Same Story?MANY people find themselves running around the same old stories that they can’t do something because of old excuses and fears. Are you a “people pleaser”? Do you feel guilty when you say “No” or annoyed with yourself when you say “Yes”? Julie Scott lives in Palm Springs, CA and is truthfully living the confident life she always dreamed of. She thrives on helping women prioritise their needs and gain confidence so they can stop worrying about “being enough” and start living life. It FEELS GOOD to be CONFIDENT. https://www.itsabouttimebaby.com/ The Confident Women’s Commu...2021-04-0738 min
The Michelle Pascoe Hospitality PodcastJUGGLING EXPECTATIONS, CHANGE AND CONSISTENCYThis is the final podcast in the Customer Retention Revolution series. I've loved sharing Service and Retention tips and strategies for nearly 3 years, however, like many of us 2020 gave me the opportunity to focus on my next journey. On Thursday 11th March I launch Second Momentum a podcast for women who dream of starting their own business breaking out of their 9-5 job. Thank you to all my wonderful supporters of CRR podcast over the years, I wish you well and hope that you choose to continue to listen especially if it resonates with you. Let's go on the next...2021-03-0510 min
The Michelle Pascoe Hospitality PodcastMerry Christmas - Don't give your customers a reason not to buy from you Let’s end this year with 3 key points to make both the internal and external customer experience journey magical for you and your customers. Communication, links and options. Merry Christmas to you all. Thank you for being loyal to this podcast Customer Retention Revolution. I will be back on Wednesday 6th January with a new line up of guest speakers and topics for 2021. 2020-12-0808 min
The Michelle Pascoe Hospitality PodcastLoyalty from a Franchise BrandWhether it be a car, pair of glasses or a loaf of bread in most cases we are committed to a franchise brand because of the product, however, how does the impact of the service provider have on your decision when it comes to choosing the location of the business that you will travel to? 2020-11-0314 min
The Michelle Pascoe Hospitality Podcast5 Tips to Improve the Customer Experience JourneyToday more than ever the Customer Experience Journey has become the top priority as businesses manage and serve the shifting customer demands. Mapping the Customer Experience Journey is critical in delivering on these demands and exceeding their expectations. Have you mapped the Customer Experience Journey of your prospective and existing customers? Please enjoy this podcast where I share 5 tips to improve your Customer Experience Journey. Link: https://www.michellepascoe.com/ 2020-10-2119 min
The Michelle Pascoe Hospitality Podcast95% of sales are emotion based. Is your brand message still focussing on features and benefits? Today, businesses like yours are expected to be doing everything! Video, photography, Instagram Stories, Facebook Live, sophisticated sales funnels, webinars and have high performing websites that capture leads, converts them into real business and continually pumping out content that inspires! Divine Creative is a complete content production and marketing agency. Hear from the CEO Melissa J Scott a powerhouse in marketing brands globally. Link to Divine Creative https://divinecreative.com.au/ Link to Live Webinar https://www.michellepascoe.com/pl/213869 Link to Second Momentum website https://www...2020-09-2948 min
The Michelle Pascoe Hospitality PodcastChook Raffles, Chocolate Wheels and Christmas Hams Where Are They? This maybe a controversial podcast but I am all for the raffle, promotion or the thank you gift to your customers. It’s about bringing them joy and gee we all need this after the year we have all had. Don’t use COVID as an excuse to be Scrooge. 2020-09-1605 min
The Michelle Pascoe Hospitality PodcastR U OK? Taking care of yourselfThursday 10th September is the day when we ask “RUOK?” It’s been a bloody struggle for everyone. Being a leader the pressure of making sure your team are okay has impacted on your only mental health. It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling. Don’t shrug it off saying “It will be alright”. “There’s more to say after R U OK?” Link to Download guide: https://www.ruok.org.au/join-r-u-ok-day2020-09-0907 min
The Michelle Pascoe Hospitality PodcastThe Secret Diary of a Mystery Shopper In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa. With the launch of her “tell all” book The Secret Diary of a Mystery Shopper, if you have customers this is a must listen. Link to Book: https://www.claireboscqscott.com/books/the-secret-diary-of-a-mystery-shopper/ 2020-09-0132 min
The Michelle Pascoe Hospitality PodcastIs connections all about numbers or people?Having thousands of followers maybe amazing for some, however, for others, it's about connections actually recognising the person you've been talking to or who has been liking your posts or you've liked them when they walk into your business. Which are you?2020-08-2606 min
The Michelle Pascoe Hospitality PodcastWhat are your team saying to your customers?No matter who they are no one will ever love your business like you do. When it comes to your reputation what are your team saying to your customers? In this episode I share a story of a good friend and the questionable customer service. 2020-08-1812 min
The Michelle Pascoe Hospitality PodcastTackling Technology How would you describe yourself: early adopter, geek or frustrated? When it comes to technology, we take for granted what we know and that what comes easily for some in our team or even our customers may not be as easy for others. Is technology connecting or disconnecting your customers? 2020-08-1414 min
The Michelle Pascoe Hospitality PodcastWe are one. Thinking of you all in VictoriaAs Victoria goes into lock down for 6 weeks, as a business owner I want you know that we are in this together and that as a leader now more than ever you need to connect with your team and customers. You will survive and thrive. 2020-08-0404 min
The Michelle Pascoe Hospitality PodcastReflecting On Your Leadership Your team is a reflection of YOU! Right now is the time to undertake a complete internal customer service audit. In this podcast I share with you 4 key areas in your business to commence your audit. I have also included a link to register for a free Leadership speaker showcase on Thursday 6th August, 11.00am. “Transform and Thrive. I am joined by 7 other leadership expert speakers who will share their knowledge that will certainly assist in your role of leader and the growth of your business. Register for Transform and Thrive Leadership Showcase: http://www.transformandthr...2020-07-2815 min
The Michelle Pascoe Hospitality PodcastCelebrating achievements and challenges. It's my 26th business birthday Join me in celebrating 26 years in business, it may not be Hawaii where I was hoping to be recording this podcast but I am here sharing with you my wonderful moments of joy and why it’s so important for YOU to celebrate your wins with your team and customers. https://www.michellepascoe.com/secondmomentum 2020-07-2213 min
The Michelle Pascoe Hospitality PodcastThe reason why high touch marketing and customer service is KEY at this timeRoslyn a mobile travel agent with itravel for over 5 years shares the importance of customer contact during these unprecedented times. As an entrepreneur of a business that focuses on group and international travel during these past few months the focus on “customer retention” has been key for her and her team. There are two facets to her business, the travel agent and her passion to help others in the industry and this has certainly been instrumental in helping other travel agents during this time with her podcast and online course “Travel Agent Achievers”. Link to Travel Ag...2020-07-1446 min
The Michelle Pascoe Hospitality Podcast7 Day Challenge to Grow Your Customer Base The 3 keys to growing your customer base are: Communicate Connect Continue In this weeks episode I have 7 easy challenges for you to re engage, attract and retain your customers. Choosing your social media channel(s) is important, there is no point being somewhere and your customers aren’t. Understanding that their algorithms are only showing a very small percentage of your followers your posts and that’s why it is so important for YOU to get out there to be seen and heard. Measure your results and continue to gro...2020-07-0814 min
The Michelle Pascoe Hospitality PodcastWhen you can't give the customer what they wantWhen it comes to policies whether they are yours or legislative how you handle the customers wants when you can’t say yes can escalate to a critical level if not handled with empathy and speed. So how do you respond to the customer’s emotional state?2020-07-0112 min
The Michelle Pascoe Hospitality PodcastHow are you and your team creating memorable connections with your customers?As life slowly starts to normalise this is the key time to spend some quality time with your customers to ensure that you are creating a truly memorable connection. By surprising and delighting your customers with a true connection you are choosing the customers and clientele that you want. There are many ways you can surprise and delight your customers which all stem from your skill set, values and energy that you bring to the role. This is the time where you can really make a difference in your business.2020-06-2310 min
The Michelle Pascoe Hospitality PodcastWhat about the service needs of your customers and team members?Being welcomed by a smiling face Is important and so is reassuring your customer that you have their health and safety foremost in your mind, following the policies and maintaining social distancing. It’s time now to make the connection with your customers, make them feel welcome. Website link: https://www.michellepascoe.com/frontline&leadershipprograms 2020-06-1611 min
The Michelle Pascoe Hospitality PodcastLoyalty programs do they encourage customers to be “really” loyal?Carly Deards is the founder of Membership + Loyalty Solutions specialising in working with small to medium sized clubs to build loyalty programs, design effective promotions, improve membership databases and generate loyalty through targeted marketing campaigns. She loves analysing data and delivering customised loyalty programs. http://mlsolutions.com.au/ https://podcasts.apple.com/au/podcast/the-engagement-gurus/id15102699492020-06-0934 min
The Michelle Pascoe Hospitality PodcastCOMMUNICATING WITH YOUR CUSTOMERSThe doors are now open so how do you communicate to your customers and your team? Where are your customers and how do they hear about you? Communicating your offering and listening to your customers and team is key to a successful business.2020-06-0308 min
The Michelle Pascoe Hospitality PodcastHave Your Customers Changed? Or Have You?In this podcast I share with you the 3 Step process for business success and growth. Looking at your customer of today are they the customer you want or has this time in ISO provided you the opportunity to review your services, products and the customer you love to serve? Appeal to your ideal customer first, gain momentum, brand recognition and loyalty then others will come. Continually measure your business by reviewing your business from your customers eyes. Link to shopify store: https://mysteryshoppingaudits.com/ 2020-05-2619 min
CONNECTED & CONFIDENT with Melissa J Scott13 Love Your Customers and Repeat Business with Michelle PascoeCustomer service is often ignored by a lot of businesses, but without having repeat customers, we won’t survive. The more we become online focused, the more we want human connection. This is why customer service is so crucial and shouldn’t be overlooked. A business needs to understand and focus on the customer’s journey. Connect with them, don’t try to hard sell, it simply will not work. “89% of consumers have switched to doing business with a competitor following a poor customer experience.”...2020-05-2244 min
The Michelle Pascoe Hospitality PodcastPART 2 Tips and Strategies on leading your team to a Grand ReopeningIn this podcast I interview Chris Miller a former QLD police officer who has also worked as an emergency and crisis manager, planning for and dealing with many disasters including floods, terrorist bombings and a tsunami. Most relevant to the current challenges of COVID-19/SARS-CoV2/Coronavirus, she continues to work as a pandemic continuity planner. This podcast follows on to Episode 105 discussing further tips and strategies on bringing back your team and leading them in “new business norm”. Links to documents provided by various Government Authorities as mentioned in the podcast to assist you. h...2020-05-1950 min
The Debra Shepherd Podcast15: Customer Service And Creating Meaningful Experiences With Michelle Pascoe On this episode, Debra welcomes Michelle Pascoe to the show to talk about customer service and how you can create meaningful customer experiences that keep people coming back for more. Are you ready? EPISODE HIGHLIGHTS Michelle explains how business will be different post COVID-19. Why you can’t allow yourself to be consumed or change because of the pressure of some customers. The importance of personally connecting, communicating and engaging authentically with your customers. Leading a multi-generational workplace and serving multi-generational customers. The importance of a frictionless customer service experience. Measuring the impact of your custome...2020-05-1758 min
The Michelle Pascoe Hospitality PodcastTips and Strategies on Leading Your Team to a Grand Reopening We have seen from the first relaxation of the isolation rules that people are “bursting” out of their homes. Crowd control and the health and safety of your customers and team needs to be planned in advance, no use waiting to see “what happens”. In this episode I share with you tips and strategies on leading your team to a grand reopening. This is part 1 of a two part series as next week I will be interviewing a continuity business specialist sharing more tips and strategies for a successful and well planned reopening / relaunch of your business. 2020-05-1310 min
The Michelle Pascoe Hospitality PodcastBonus Episode: Thinking Like a Spy? Undercover BossAs business owners / managers we can learn a lot from the world of espionage, working undercover allows you the opportunity to pay attention to the information, systems and processes, team engagement and even advantage over competitors. Find out in this episode how going undercover can result in your business success.2020-05-0613 min
The Michelle Pascoe Hospitality PodcastHow to lead a multi-generational teamThis week Kerri Salis and her podcast 3X Value Growth interview me for a change on How to lead a Multi-generational team – ensuring they turn up for work tomorrow. What we’re looking for is a team leader who goes, ‘Okay, I’m actually going to be vulnerable in the workplace. I’m going to show the actions and behaviours that are behind the values and the vision of my business, or the business that I work for. And then I will trust my team, and I will show them how we can do things together.’ Not just being that micromana...2020-05-0511 min
The Michelle Pascoe Hospitality PodcastMeasuring All Your Hard WorkYou’ve put the hard yards in growing your business, hiring a team, developing a product and/or service that has customers coming to you but do you ever feel that you could be doing more, you hear rumblings from customers about lack of consistency, sales flat lining, frequency of long term customers purchasing down? There are four keys to business success when you have a team who are representing you and your brand: Recruiting, resourcing, training and measuring. A continual circle of long term growth and business success. In this podcast I share with you...2020-04-2916 min
The Michelle Pascoe Hospitality PodcastThe Impact of Personal StylingJulie Hyne is a professional image consultant and knows what it takes to succeed in the business world. Julie delivers tangible results through combination of real-world experience, technical knowledge and ongoing image management. This lady is amazing. Julie joins us today to share with us the challenges women face in gaining positions on the boardroom table and how with her guidance women walk away with a new magnetic executive presence. www.juliehyneimagestylist.com.au2020-04-2149 min
The Michelle Pascoe Hospitality PodcastCelebrating the 100th episode in isolation. Who would ever have thought!Join me as I celebrate my 100th episode of Customer Retention Revolution. Connection is the key to unlocking our business journey of the future. Connecting with our internal and external customers as leaders we need to lead the way. You are a strong leader and you are not alone. https://www.michellepascoe.com/2020-04-1513 min
The Michelle Pascoe Hospitality PodcastOne life - how to have the life of your dreamsA rare insight into the life an entrepreneur is the way Naomi Simson, Red Balloon & Big Red Group, Shark Tank Australia describes Tina in her recently launched book One Life. Tina built the National Begin Bright franchise from an idea, to a little suburban tutoring centre, to a franchise network with 33 sites throughout the country. She’s won multiple top business awards including the My Business Magazine awards, the Australian Small Business Champions and the 2014 Telstra Australian Young Business Woman of the Year. Having started businesses solo and having done everything from marketing, accounting, curriculum design, training, hu...2020-04-0738 min
The Michelle Pascoe Hospitality PodcastThe Power of videoJoyce Ong is an international Videographer, Photographer, Author and Educator who runs her own company New Heights Media based in Sydney Australia. From filming documentaries in Africa, to running Workshops in Thailand; over her 10 year career Joyce has worked with the likes of Richard Branson, Johnson & Johnson, Sony Music, Marina Prior, Jack Jonson, John Mayer, and is one of the most highly sought after event photographers for business leaders across Australia and L.A. Today she joins us to discuss the challenges she has faced along the way and the organic evolution of her business. Newheightsmedia.com.a...2020-03-3128 min
The Michelle Pascoe Hospitality PodcastStraight from Social Media Marketing World Trends and Tips for 2020Serena Dorothy 'Dot' Ryan is an award winning Entrepreneur, Podcaster and Digital Marketing Strategist. Serena is spot on when it comes to Facebook and marketing strategies working with a variety of industries and in particular Accountants and Cloud Accounting Service Providers. Serena believes in self education and giving back by doing this she is now an intricate part of Social Media Marketing World, an annual event that is held each March in San Diego. In this episode Serena shares with us the latest trends in marketing strategies. https://serenadotryan.com/ https://www.jbhifi.com.au/pr...2020-03-2442 min
The Michelle Pascoe Hospitality PodcastOperating your business from afarHow do you manage to run a business on a daily basis without being to confined to the 4 walls of your office? Michelle travels a lot: for work, for professional and for personal development so has embraced her business moving into the digital age. Being able to work remotely involves putting trust into your team and today Michelle shares how she does this successfully.2020-03-1712 min
The Michelle Pascoe Hospitality PodcastEvolving from sole trader to a brand as a Counsellor and Corporate MediatorJosephine Byrnes-Luna is an accredited Counsellor and Mediator working with corporations, individuals and families. As a sole trader with the full support of her husband and 2 sons Josephine has built a business over the past 13 years that has evolved to include the new space of “Collaborative Law”. In this interview Josephine shares her wisdom and knowledge on building a business, a reputation through relationships, looking after herself and the importance of a mentor. https://restorebalance.com.au/2020-03-1049 min
The Michelle Pascoe Hospitality PodcastThe Importance of planning for your futureThere’s a common myth that in order to be wealthy, you must earn a lot of money. But it’s not about what you earn – it’s what you choose to do with it. In this episode I am joined by Kylie and Anthony Sultana from Creo Wealth. Kylie and Anthony discuss the importance of education when it comes to your planning for your future and provide some tips of what you can do now to ensure you can live a financially comfortable life. www.creowealth.com.au www.moneysmart.gov.au2020-03-0339 min
The Michelle Pascoe Hospitality PodcastAre you confusing your customer?Is your branding sending mixed messages to your customer that leaves them confused and moving onto your competitor? In this episode I am sharing with you the importance of brand recognition (even if you are a solopreneur) and a Brand Experience Audit download for you to complete on your own business. Kajabi is offering an exclusive 28 days for FREE to try out their platform and see what all the hype is about hit the link at take a look. https://app.kajabi.com/r/thXJ4Wzh/t/c8yzetxu In addition t...2020-02-2508 min
The Michelle Pascoe Hospitality PodcastRaising awareness and funds for the Cancer Council via the Shitbox RallyTrisha Cashmere has a lot on. She runs The Healthy Body Company with her life partner, she is on the Board for the Cancer Council and she is now participating for the 2nd year running in the Shitbox Rally driving a 2003 Ford Fairmont with her dad from Alice Springs to the Gold Coast to raise awareness and funds for the Cancer Council. Trisha takes us through her professional and personal life until now and what is keeping her busy right now including planning a trivia night where you can pay to cheat coming up on March 14th. F...2020-02-1830 min
The Michelle Pascoe Hospitality PodcastBonjoro’s Papa Bear Matt BarnettWe love a human connection and you can’t fight 2 million years of evolution. As business evolves and we have all moved online we can hold more relationships now than ever before so how do we use technology to sustain it rather than replace it. Matt Barnett, Papa Bear AKA CEO of Bonjoro joins me this week and discusses the almost accidental creation of Bonjoro and why it is so effective as a business communication tool. For more information on Bonjoro visit www.bonjoro.com. www.bonjoro.com/videofunnelplaybook2020-02-1126 min
The Michelle Pascoe Hospitality PodcastWorking in the business, not just in the businessPaul Rifkin, better known as Chef Paul, chats with Michelle about the growing of his consultancy business in 2019. Paul was interviewed by Michelle in May 2018 when employed by Campbelltown Catholic Club and then in December 2018 when he took the leap of faith and began his own consultancy business. He chats about the transition period, working on the business not just in the business particularly when it comes to marketing for new clients. Paul shares with us tips and the challenges, evolving his business and the journey ahead. To know more about Paul Rifkin, his website is https://www.chefpaulrifkin...2020-02-0442 min
The Michelle Pascoe Hospitality PodcastDon't let data drive you crazyTimes have changed, your customers have higher expectations than ever before, and in learning to attract and retain today’s customer, you need to know how they see and engaged with your business. If you are not in the business of listening to them, you may not be in business for long.2020-01-2813 min
The Michelle Pascoe Hospitality PodcastConnect Learn Grow 2020Deanne Boules a former NSW Police Officer, Workcover Inspector, accomplished WHS and HR executive for a number of iconic Australian and Global Companies joins me today to discuss the moment she made the decision to move from being an "employee" to starting her own business; Insync Workplace Solutions (https://www.insyncworkplacesolutions.com), 8 years ago. Dee discusses the importance of education, continued professional development and her passion to help others who are less fortunate in Australia and globally. Two years ago Dee a member of Business Chicks decided to travel with 19 other members of Business Chicks to Ghana arranged by the Hu...2020-01-2153 min
The Michelle Pascoe Hospitality PodcastDELEGATE: Double the Results! Halve the Effort!Do you have more work to do than hours available? Do you start your work when everyone has left for the day? Do you have a never ending ToDo List? Sally Foley-Lewis talks to us about her new book DELEGATE: Double the Results! Halve the Effort! Sally boosts productivity and self-leadership by helping people reach their potential. Obsessed with productive leadership, Sally positively impacts your results, confidence and effectiveness. A 2019 finalist for Australian Learning Professional of the Year; Bronze Stevie International Business Award recipient; Australian Sole Trader in the 2019...2020-01-1442 min
3X Value GrowthMichelle Pascoe: How to Lead a Multi-Generational TeamMichelle Pascoe combines her extensive experience and specialized knowledge with an absolute commitment to igniting the potential in every individual, so they can achieve outstanding results. As an International speaker (CSP) established her business in 1994 employing 70 people. Michelle specializes in every aspect of service operations and processes – looking holistically at the overall impact of the customer experience. “What we’re looking for is a team leader who goes, ‘Okay, I’m actually going to be vulnerable in the workplace. I’m actually going to show the actions and behaviors that are behind the values and the vision of my bus...2020-01-0910 min
The Michelle Pascoe Hospitality PodcastPublic speaking - when it doesn't come naturallyTen Top Tips in presenting in the Board Room or to the team.2020-01-0717 min
The Michelle Pascoe Hospitality PodcastHow to build a business that you've always dreamed of in 2020Creating new habits, targeting your ideal customer, leading and managing a multi-generational team and serving a multigenerational customer base.2020-01-0213 min
The Michelle Pascoe Hospitality PodcastUnderstanding the Power of BrandingWhat is branding and how important is it to know your customer? Johan Marais-Piper from Favour the Brave joins us to talk about branding you business. https://www.favourthebrave.co/remarkable2019-12-1724 min
The Michelle Pascoe Hospitality PodcastMASTERING SOCIAL MEDIA FOR VENUES AND ORGANISATIONS IN 2020How does one get started on mastering their socials? What are the key elements for success on social media and what social media marketing trends will take off in 2020?2019-12-1031 min
The Michelle Pascoe Hospitality Podcast3 STEP PLAN TO GET YOU AND YOUR TEAM THROUGH TO CHRISTMASThe worlds gone crazy or is it just my local shopping centre! With only a few weeks till Christmas and after a big weekend of Black Friday and Cyber Monday sales, shopping is in full swing as is the rush to complete projects before the office shuts for 2019.2019-12-0304 min
The Michelle Pascoe Hospitality PodcastReviewing your business from the eyes of your customerOnline, spacing, shelving, opening and closing times, personal attention.2019-11-2615 min
The Michelle Pascoe Hospitality PodcastAre you embracing your second momentum?2019-11-1910 min
The Michelle Pascoe Hospitality PodcastCustomer Retention Revolution WebinarMichelle runs through her Customer Retention Revolution Course with a live webinar. To join the course go to https://bit.ly/2YBkbeE 2019-08-1332 min
The Michelle Pascoe Hospitality PodcastHow to take the time and hassle out of corporate travelRoslyn Ranse is a travel manager for iTravel Australia and has been facilitating seamless and memorable travel experiences for her clients for almost a decade. Her uncompromising regard for quality work and customer satisfaction earned her a nomination for the Travel Agent of the Year for Retail award in the National Travel Industry Awards in 2017. Whatever your travel needs, Roslyn's exceptional customer service and keen attention to detail will ensure a ‘stress free’ and enjoyable corporate travel experience every time. Visit Michelle Pascoe Podcast to find out more.2018-09-1039 min
The Michelle Pascoe Hospitality PodcastEngaging with the community and understanding your customerMichelle chats with the "Dynamic Duo" - Morgan Stewart (CEO) and Paul Allan (2IC) at Club Taree. The pair discuss the importance of engaging with and making a difference in the local community, as well as how to build those necessary long-term partnerships with local community groups. They also discuss the importance of having a deeper understanding of your Ideal Customer Avatar (ICA) and how it can help you to better align your business with the changing needs of your current and future clients, and ultimately plan for the future.2018-07-0944 min
The Michelle Pascoe Hospitality PodcastBackstage of DisneyThis episode is a little different to others as Michelle interviews herself. Returning from the Disney Institute CX Summit, she shares what she took away and that you could implement into your organisation. She also reflects on her journey in the amazing Hospitality Industry, why these podcasts have come about, and her passion for the future leaders in the industry.2018-05-2130 min
The Michelle Pascoe Hospitality PodcastRostering - Key to the door of HRMichelle interviews Ben Williamson - Group Workforce Manager, Club Central Group. Back yourself: if you never fail, you never learn.2018-05-0822 min