With three decades of industry experience, behavioural insight, and market research behind her, Michelle delivers presentations that challenge thinking and ignite action.

As a Certified Speaking Professional, she has spoken across Australia, the USA, Asia and Europe — energising audiences with sessions that are informative, fun, engaging, interactive, and always grounded in a clear action plan.

Her presentations blend real stories, practical tools, and hands-on activities to ensure every audience walks away not just inspired — but equipped to create real change in their workplace.

Key Topics Include:

Building Bridges Between Generations in the Workplace

• Break down communication barriers that fuel frustration and turnover
• Align expectations across Boomers, Gen X, Millennials & Gen Z
• Create a culture where every generation feels valued, understood and engaged

Future-Proofing Your Business Through Diverse Customer Connections

• Understand shifting customer behaviours and what they expect now
• Create memorable experiences that build loyalty and advocacy
• Turn data and insight into smarter decisions and stronger service culture

Empowering Women in Business

• Build confidence, presence and influence in male-dominated environments
• Navigate challenges with clarity, resilience and self-leadership
• Inspire women at all levels to step forward, speak up and shape their own path

For over 30 years, Michelle has been the steady, strategic force behind some of Australia’s strongest club cultures. Her training isn’t generic or “off the shelf” — it’s intuitive, tailored, and designed to shift behaviour fast.

The result? Leaders who step up, teams who align, and guest experiences that consistently impress.

Middle Management Movement

Develop confident, capable middle managers who communicate clearly, lead with purpose, and elevate culture across your venue.

Extended DISC Profiling

Build self-awareness, strengthen communication, and create cohesive teams who understand each other and work in sync.

Customer Service Excellence

Empower frontline teams to deliver memorable, consistent guest experiences that drive satisfaction and loyalty.

Private Leadership Coaching

Deepen leadership capability with personalised coaching that builds confidence, clarity, and strong decision-making.

For more than 25 years, we’ve delivered Mystery Shopping "Business Insight Reports" that cut through the assumptions and reveal the real guest experience — the part your team can’t see, but your guests never forget.

Today’s guests expect more than friendly service.
They expect consistency. Connection. Excellence.
And in a competitive industry, you simply cannot afford to be the last to know when standards slip.

Our Mystery Shopping "Business Insight Reports" give you:

• Clear, unbiased visibility into how guests experience your venue
• Qualitative and quantitative data mapped directly to your service journey
• Industry and business benchmarking grounded in three decades of hospitality industry expertise
• Real-time reporting through our OARS software
• Insights from qualified Snoops trained specifically for hospitality and Registered Clubs

This isn’t about catching people out.
It’s about equipping your leaders with the truth — so you can make confident, data-driven decisions that lift performance, strengthen culture, and keep guests returning time and time again.

When you know what your guests feel, you can transform what they experience.
And that’s where long-term success begins.