I help hospitality businesses create unforgettable guest experiences that will ignite the potential in their team and turn their guests into advocates. In this monthly newsletter I share tips, strategies and insights from research, conversations and industry experts.
My weekly podcast "The Michelle Pascoe Hospitality Podcast" shares insights and stories from a variety of people within the industry and others. I love hearing from those I interview their journey and love for this industry and how they want to help others build an amazing career.
If we all talk, nobody listens. Knowing when not to speak is just as important as knowing what to say. Ignoring and interrupting others can lead to fatal outcomes in the skies. On the ground, it destroys conversations, relationships, and the healthy exchange of ideas. In this episode I share what I learnt from my trip to the Kimberley.
Claire from Oak Street Images shares her creativity and passion for personal branding photography. Photos allow you to tell the complete story of who you are, what your brand represents and what you do. Do your photos truly represent you and your business?
Jen Bowers founder of Jen Be and Pink Pom Pom shares her 30+ years experience as a branding specialist. Her passion for colour and life has lead her to being the creative branding coach who weaves strategy and design together to create magic!
No matter the size of your business Jen shares her tips and expertise on the branding journey.
For Jen's download go to her instagram page: https://www.instagram.com/pinkpompombyjen/
Last week I attended the RSL Conference where Gus Worland was the Opening Keynote Speaker and it had me thinking about hope and reaching out to the ones we love especially over this Easter holiday period. It all begins with a meaningful conversation and connecting.
Where is the detail in your Customers Journey? That's one thing I've learnt from Disney, is that the Customers Journey has been walked through by many to eliminate the friction. On my recent trip to Disney my customer journey was not what I had expected.
In this episode I share my expectations and experience to my trip to the US this month. The love of Palm Springs and the magic of Disney. Is it worth the hassle of documents and masks to travel now, heck yes it is.
This years theme for International Womens Day is 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.
Nicole 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.
To donate throughout the whole of March: DONATE NOW
To donate throughout the whole of March: DONATE NOW
Jenny 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.
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.
To learn more about Paul and to try one of his amazing recipes, click on the link. Chef Paul Rifkin
A 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.
If 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.
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!
The 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 start of the year. Welcome to 2022.
Click on the link below for your free copy:
Arely 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.
For resources, programs and how to connect with Arely and Insight Exchange, go to: https://www.insightexchange.net/
Claire 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.
If you've ever thought of expanding your wings and working on an Island then go to https://www.jersey.com/
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?
The 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 and wedding industry who want to increase their sales revenue, have an engaged team and care about the customer journey.
Go to Bree's website to grab the freebies she mentioned.
It'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.
Why should you measure what you do? More than ever, you a 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.
Before 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?
Ken Burgin shares with us in this podcast his love of research and being curious in how to take the industry to the next level in service, automation, systems, recruitment, marketing, diversification and why “culture” is key to the success of a business, whether it’s a small café of 2 or a large hotel chain.
Ken works with foodservice operators to assist them to be more popular & successful. He is a former cafe and restaurant owner in Sydney, and started the online management platform Profitable Hospitality, merging this with hospitality finance company SilverChef in 2016.
Ken has a weekly newsletter "The Hospo Reset". https://www.kenburgin.
His list of interesting TikTok creators to watch! http://simp.ly/
Tash Callewaert a Quest Hotel owner, shares her passion for leadership. Operating a business both sides of the border over the past 18 months has shown how being a heartfelt leader and truly living her values has created an amazing united team. This is a must listen for everyone.
With a date just over the horizon NSW gets ready to go further than 5km. Are you ready and more importantly are your team? In this podcast I share tips and insights on creating memorable experiences for your guests and members while recognising your team for getting through to the other side.
John McFadden, State Manager of Goodropoils began his career in the kitchen at the age of 10. In this episode he shares his amazing career, those who have inspired him and his desire to help others who are seeking a career as a Chef.
Connect with John McFadden through LinkedIn.
Learn how to create positive experiences through every interaction with this year's recipient of the Clubs NSW Heart of the Community Award Paul Allan. Paul shares his journey in the industry from Ayers Rock Resort to Club Taree leading a small and mighty team.
Online ads are in our feeds every day, promising us youthful skin, losing weight, puppy toys and everything in between! So I clicked and was amazed by the wonderful customer experience that Urban Brew delivered. Do you deliver an online experience that is memorable?
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.
Whether 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?
Today 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.
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
Link to Live Webinar
Link to Second Momentum website
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.
Thursday 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 own 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-day
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.
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?
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.
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?
As 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.
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:
Link to DIY Mystery Shopping Audits
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.
Roslyn 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 Agent Achievers
The 3 keys to growing your customer base are:
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 grow your customer base. You are in control of the success of your business.
When 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?
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
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.
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.
The 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 successful business.
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/
In this podcast I interview Chris Miller who has 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 on my podcast Customer Retention Revolution discussing further tips and strategies on bringing back your team and leading them in “new business norm”.
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.
As 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.
This 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 micromanager or demanding from their point of authority.
You’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 the turn key tool and the wisdom of my business success and the success of my clients that will ensure your success and long term business growth.
Julie 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.
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.
A rare insight into the life an entrepreneur is the way Naomi Simson, Red Balloon & Big Red Group, Shark Tank Australia describes Tina Tower in her recently launched book One Life. Tina built the National Begin Bright franchise and has won multiple top business awards. Having started businesses solo and having done everything in those businesses Tina brings a wealth of knowledge to share with you in my podcast today.
Don’t forget to download your Marketing Planner for 2020. It’s all there you only have to fill in the spaces.
Fun Link to make you laugh: Check out the Instagram page for Doggy Day Care Farm Trips.
Joyce 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.
Serena 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.
Social Media Marketing World 2021 28th Feb until 2nd March 2021 https://www.socialmediaexaminer.com/smmworld/register/
How 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.
Josephine 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.
There’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.
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;
In addition to the 28 days, you also get access to some of their awesome training programs! A Kajabi team member (which let me say, are the best of the best in the course creation world) literally walks you through step by step in setting up your online business.
Tech headaches can now be a thing of the past!
Brand Audit freebie on Kajabi. Enter your name and email address to download.
Trisha 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.
For tickets to the event https://www.eventbrite.com.au/e/93259406395
Details about Shitbox Rally
Michelle Cox. Death doesn’t have to be morbid https://www.amazon.com/Death-doesnt-have-morbid-learning/dp/0648728110
We 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.
Paul 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.com.au
Times 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. We discuss the 6 key measuring tools to assess and analyse your customer offering.
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!
Ten Top Tips in presenting in the Board Room or to the team.
Here are 4 key steps for you to review, realign and reset for an amazing year ahead.
Does your business have a position? What 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.
How 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?
The 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.
4 tips to make your work Christmas party one to remember...for all the right reasons.
When it comes to the first day for the new recruit ensure you are there or if not assign someone who believes in the vision and values of your organisation to greet them and create their first impression.
Ahead of my presentation at the Chief Customer Officer Conference in Sydney, CCO Sydney interview me about the ways to help drive value and insert decision making through business, the shift in organisational culture to be more customer centric, key drivers to build better employment engagement and much more.
There is a three-step process when it comes to service recovery: Listen, Empathise, Action.