How do you lead a multi generational workplace serving multi generational customers?



About Michelle 

I’m a businesswoman, entrepreneur, speaker, author, coach, trainer, podcaster and a Nanna, establishing my company Optimum Operating Procedures & Services (better known as OOPS) in 1994.  Working with people in organisations showing them how to lead a multi generational workplace while creating memorable customer experiences is my passion and skill set.

I love Igniting the potential in people to build the business or career they've always dreamed of.



Are you transitioning from the corporate world by your choice or circumstances?  Wanting to start your own business, bring your long term dream alive or realise that you no longer want your future in the hands of someone else.  Become your own "boss"?  I help you to embrace your "Second Momentum" to grow the business you've always dreamed of.  



After two decades creating over 4,000 questions completing over 30,000 reports I am now providing you the opportunity to purchase your industry specific Mystery Shopping Audit complete with questions covering all aspects of your business for you to complete yourself.  You source your own Mystery Shopper for the jog.  With the use of an industry specific Audit, your Mystery Shopper can assess the professional and technical performance of a team member, as well as report on the overall service provided by all team members throughout their time in your organisation or online.

Mystery Shopping is an effective way to assess:

  • Customer Experience
  • Employee Engagement
  • Employee Knowledge
  • Image: personal and premises
  • Marketing & Promotions
  • Team training
  • Performance of a new team member
  • Facilities 
  • Cultural diversity
  • Opportunities for growth


Are you ready to focus on your career or business?

I am here to guide, educate, inspire and help implement the right strategies so you will achieve your business and career goals!

SECOND MOMENTUM COACHING - Are you transitioning from the workplace?  Solopreneur wanting to scale up or a Seasoned Entrepreneur looking to pivot?  This group coaching program will ensure you build the business you've always dreamed of.

CUSTOMER RETENTION REVOLUTION – Connecting multi generations in the workplace, identifying their drivers and retention strategies.  Providing an experience to your customers that has them becoming your advocates.

MIDDLE MANAGEMENT MOVEMENT – Are you stepping onto the Leadership Ladder?  Moving from Buddy to Boss.  Leading a team with care and trust.

Choose a Program

Optimum Operating Procedures & Services

"Since 1994 I have worked collaboratively with clients for hundreds of hours delivering insights, creating surveys, providing retention strategies and leadership programs all while founding one of Australia’s most respected training and research company’s, Optimum Operating Procedures and Services (OOPS). Providing mystery shopping, service benchmarking, focus groups, competitor audits, specialised leadership programs and customer service and engagement frontline training.  In 2007 I developed my own proprietary software OARS, providing “real-time qualitative and quantitative data, reviewing every aspect of their business operations.  With my amazing team we have delivered 33,000 reports and created 4,000 questions.  We offer a truly customised approach when working collaboratively with our clients".



Virtual Speaker Specialist

Over the past two decades I have presented in Australia and internationally to a variety of industries, focusing upon connecting multi generations through customer service, intentional leadership – moving from Buddy to Boss, recruiting and retention of talent, resilience in the workplace and Women in business.

I’m a Certified Speaking Professional (CSP) and the Professional Speakers Australia Representative on the Global Speakers Federation Board.

From a foundation in the Hospitality industry and now employing a team of 70, I have developed a strong repertoire of “real life” customer service/business success scenarios which I share with audiences from diverse business backgrounds in a variety of forums. I love what I do, transforming hundreds of businesses and individuals into a multi generational workforce.

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I only work with a select group of people individually.  These people are focussed and have a desire to put the hard yards into growing their business or taking the next big step on their career path.

If you are a business owner you need to have been established for at least twelve months.

Private coaching is intense. You need to make the commitment and be accountable to achieve the business you have dreamed of and deserve.  If you want someone to walk you through the actionable steps, support you through challenges and achievements then I’m here for you.

Most importantly we need to get on, if you would like to book a 20 minute discovery call with no obligation please complete click the link below to arrange a time with me.  I look forward to chatting with you.

Book a call today



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