EPISODE 277 - From Pouring Beers to CEO:  A Journey of Opportunity & Vision 

In this heartfelt and insightful episode, I sit down with not only a highly respected CEO but also a dear friend of over 25 years – Glenn Cushion from Ingleburn RSL. From humble beginnings as a plumber saving for a house deposit to leading one of Sydney’s most community-driven clubs, Glenn shares his incredible journey through the registered club industry. We explore how a "second job" became a lifelong career and how opportunities, culture, and people have shaped his leadership style. His passion for the industry, especially the value of human connection, shines throughout our chat.

Glenn and I delve into the exciting redevelopment of the Ingleburn Bowling Club, the importance of aligning team values with workplace culture, and what it truly means to lead with purpose. We also touch on intergenerational workplaces, employee engagement, and the future of clubs amidst regulatory and technological changes. Whether you're a club manager, team leader, or someone exploring a career in hospitality, this episode is filled with inspiration, wisdom, and actionable insights.

EPISODE 276 - The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture

In this powerful episode, I sit down with Peter Norris, CEO of Club Corowa, elite athlete, and author of The Bank Robber's Son. Peter’s journey is anything but ordinary. As the child of one of Australia’s most notorious bank robbers, Peter chose a radically different path—one of resilience, integrity, and leadership. We explore how his childhood experiences shaped his calm and values-led approach to leading a large hospitality team, and how he’s transforming workplace culture in a regional club by building trust, connection, and unwavering standards of care.

Peter also shares the deeply personal process behind writing his best-selling book, the impact it's had on his family and staff, and the surprising doors it has opened—including a screenplay now in development. From breaking generational cycles to creating safe, supportive workplaces, Peter’s story is one of redemption, hope, and the power of choice. Whether you're in hospitality or simply leading people, this episode will leave you inspired to lead with courage and compassion.

To contact Peter:  [email protected] or Mobile: 0408634044

EPISODE 275 - Phone Call Secret:  The 2025 Customer Service Hack

Businesses 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 back to basics can spark referrals, build loyalty, and create memorable brand experiences. Whether you’re just starting out or leading a large team, this episode is your reminder that connection still counts—and it’s often the simple, human touches that make the biggest difference. Grab your notebook (and maybe a teabag) as Michelle shares practical tips from her proven 3E Framework: Expectation, Experience, and Evaluation and start writing your Winning Customer Service Action Plan.

EPISODE 274 - From Backyard Dreams to Pet Care Queen

In this heartfelt and inspiring episode, I sit down with Chenelle Conquest, founder of Paws & Whiskers, a Southern Highlands pet care business driven by purpose, heart, and a lifelong love for animals. From secretly hiding a stray dog in her backyard as a child to building a thriving business that provides pet sitting, dog walking, and genuine peace of mind, Chenelle shares her journey from passion to profession. Her story is one of dedication, resilience, and creating a business that truly stands out through trust and care.

We chat about the challenges of growing a team in a values-led business, maintaining exceptional customer loyalty, and how Chenelle differentiates Paws & Whiskers in an increasingly competitive market. If you're an animal lover, a small business owner, or someone curious about building a brand that balances heart and hustle, this episode is full of insights, warmth, and wagging tails.

https://www.pawsandwhiskerspetcareservices.com/

EPISODE 273 - The Power of Visual Storytelling in Hospitality and Beyond

In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and how it can elevate a brand's presence in the market.

Kat also delves into the challenges and triumphs of working with regional communities, emphasising the significance of connecting with local businesses and understanding their unique narratives. Her dedication to customer experience design and her role as a regional community connector highlight the impact of personalised branding strategies.

This episode is a must-listen for anyone interested in the intersection of photography, branding, and community engagement. 

To learn more about Kay Lynn and Foodie Shots go to: https://www.foodieshots.com.au

EPISODE 272 - RUOK? to WeCare365

🎙️ In this powerful episode, I’m joined by mental health advocate and founding Board Member of R U OK?, Graeme Cowan. From his personal journey through severe depression to creating meaningful change in workplaces across the globe, Graeme shares the pivotal moments that shaped his mission to build resilience, connection, and care in high-performing teams. We explore how leaders can identify early signs of stress, foster psychological safety, and shift from burnout to balance with simple but powerful habits.

🎙️ Whether you're leading a hospitality venue, managing corporate teams, or working on the frontline, this conversation is packed with practical strategies to create a culture of care — especially during times of change, stress, and uncertainty. Graeme shares the ICARE framework for mental health conversations, the role of predictable time off, and inspiring stories of human connection that have transformed team dynamics. It’s a must-listen for any leader ready to support their people and spark real change.

To learn more about Graeme and the ICARE framework go to https://graemecowan.com.au/