CUSTOMER RETENTION REVOLUTION

 

 

 

 

If you've been struggling with retaining customers and having an engaged workforce then you are in the right place.  It doesn't matter where you are with generational differences and the customer experience, I will definitely have something to help YOU.   I'm going to share with you my proven strategies and systems to overcome your challenges and grow your business bottom line by becoming a workplace and business of choice. 

SHOW ME WHAT'S POSSIBLE

"I love when my top paying customers leave me for my competitors, and my best staff jump ship"

SAID NO ONE, EVER!

Does any of this sound familiar? 

You started your business with high hopes, like dreams of overnight success and generous payments in your pocket. Not to mention...

…Plans of highly productive teams and impeccable management.

...Visions of securing long term business that promise financial security.

But, just like so many people, reality creeps in and you struggle with the systems, processes and even just finding the time to implement them.

You act on impulse and make rushed decisions: Marketing, operations and cashflow? Prioritised. And customer service? Swept under the rug.

Month by month, your rate of new business declines and your current client satisfaction suffers. As a business owner, you feel swamped in stress. And as for your managers and frontline team? Their level of overwhelm is reaching another planet.

Then all of a sudden, your worst “real life nightmare” occurs and your most loyal customer dumps you for your competitors… while your number one performing team member jumps ship!

The one universal issue experienced time and time again in business isn’t poor planning or decisions....It is NOT investing in up-levelling your customer service skills.

TELL ME EVERYTHING

Hi, I'm Michelle

My mission? To inspire and educate passionate business owners and managers to lift their service game, so that they can build a profitable business (and life) they love!

OVER THE LAST 26 YEARS I HAVE TRANSFORMED HUNDREDS OF BUSINESSES

I’ve worked with some of the biggest brands in Australia across the hospitality industry, SME's and a vast range of professional services. Over and over, I experienced the power of quality service and a strong retention strategy in completely transforming the businesses I worked with.

Professional development is so important as a leader and owner in any business.  Graduating from two Disney Institute courses I have gained so much knowledge from one of the worlds leading customer focussed businesses.

So, I decided to package the EXACT processes, principles and trainings used with my clients, to give people the SAME results at a fraction of the price.

Your complete roadmap to retaining long term customers & employees for business success.

 

HERE'S THE PACKAGE

INTRODUCING, CUSTOMER RETENTION REVOLUTION

A step by step, "here's how you implement it" membership designed to connect like-minded entrepreneurs to state of the art Customer Service & Retention resources!

Customer Retention Revolution is a structured Service and Retention membership with 8 modules to give you a personalised guide, plus the support you need to improve your service game!

Here's What You Get When You Sign Up to become a Member:

✔️Access to 8 Modules (covering internal & external customer service, intentional leadership and setting the foundations for the ultimate customer experience, just to name a few!).

✔️Fortnightly Live Masterclass and Q&A

✔️Short video tutorials for easy processing & quick watching.

✔️Self paced, meaning no pressure to rush through the modules.

✔️New research and topic updates

✔️Monthly Member Hot Seat.

 

YES, I NEED THAT

Watch and Connect at your own Pace

Receive instant access to video modules, workbooks and downloadable PDF's to complete at your own pace, or on the go.


Here's a Fraction of What We'll Be Covering

Module 1 - GETTING STARTED

  • Reviewing generations in your business
  • Connections generations through customer service
  • Breaking stereotypes in your industry
  • Building the Customer Service & Retention Foundation for your business

Module 2 - CREATING THE FOUNDATION

  • Knowing your ICA (Ideal Customer Avatar)
  • Vision and Values
  • Brand Statement

Module 3 - GOING BEYOND THE EXPECTATIONS OF YOUR PROSPECTIVE EMPLOYEES 

  • Expectation of the Internal Customer (Employee) 
  • How to stand out from your competitors to attract the right people
  • Developing Job Descriptions
  • Interview scripts

 

Module 4 - DELIVERING ON YOUR PROMISE

  • The memorable first day - Induction procedures
  • Training & Assessments
  • Having the difficult conversation when it doesn't work out
  • Building a united team through connecting conversations

Module 5 - BECOMING A WORKPLACE OF CHOICE

  • Performance Management
  • Recognition Program - how to develop your own
  • Connecting your team with each other and the community
  • Becoming a Workplace of Choice

 

Module 6 - SETTING THE SCENE FOR THE EXTERNAL CUSTOMER

  • The importance of the 1st Impression
  • Branding of the business and you
  • How does your customer hear about you
  • How do you handle comments online about your business

 

 

Module 7 - DELIVERING THE EXPERIENCE YOU PROMISED 

  • How are your customers feeling - Are you delivering the experience promised in your marketing?
  • Building rapport with your customers
  • The Skunk and Puppy Dog employee
  • The Rabbit and Tortoise Manager
  • How to build loyalty not using a "loyalty card"
  • Service Recovery - it may not be your fault but it is your problem when a customer has an issue
  • Knowing your product and offering

 

Module 8 - THE LASTING IMPRESSION - CUSTOMER EVALUATION

  • Becoming a business of choice
  • How do customers see intentional leadership in your organisation
  • Moving from customers to advocates for your business
  • Scaling Up 

 

 

MAKE IT HAPPEN

"Michelle, thank you SO much for putting this resource together! Service is something I never focussed on until I recognised that without it, I am doing my own business a disservice. I have learnt so much already in just a couple of days!"

Mia Majstorovic
Owner, That Marketing Girl

"We maintain lawns and gardens for a variety of people ranging from Gen Z to pre 1945 generations. We now want to review our processes to make sure we are communicating and delivering our service in the correct ways for all our customer age demographics. Thank you for opening our minds Michelle!"

Linda
Owner & CEO, Camden Mowing

"Michelle's personal training technique and motivational skills are extremely valuable. There was positive participation from all staff and the training content reinforced the necessity to deliver quality service to the always changing and increasing demands of the consumer. There was a noticeable improvement in the clubs service standard after the initial training earlier this year. The increase in the service level after Michelle's training is noticeable. If you are looking to improve the current level of service you are providing I would not hesitate in recommending Michelle, your staff and in the end your customers will benefit. "

The Builders Club Dee Why
CEO

"I would like to take this opportunity in thanking you for your time in assisting us in developing our managerial skills over the last few weeks. The course provided an outlook of different methods that we can utilize not only to better ourselves as individuals though also to get the best from those who work for us, I will and am eager to use what I have learnt in your course throughout my career and will reflect them onto my staff."

Victor
Club Manager

"We have seen a definite improvement in our standards of customer service across all aspects of the business and with all employees. It has helped us to have a much greater understanding of our clients wants and needs and we are continually striving to improve and deliver above and beyond our clients expectations. Without Michelle we would not be able to do this objectively and to the required level to exceed expectations."

Testimonial
Director - Physiotherapist

"With a young team and a multi generational client base, Michelle has been working with myself and the team in developing and delivering the "customer experience" that exceeds their expectations and working with me to develop my team. I have signed up for the Customer Retention Revolution course as I know that I and my team will learn so much in a supportive course focusing on business growth internally and externally."

Amelia
Owner, Indra Beauty

This Membership Is For You If...

✔️ You are a Business Owner or Entrepreneur who has employees (or planning to employ)

✔️CEO or Senior Manager of an organisation

✔️ You are ready to commit to growing your business into a Workplace and Business of Choice

✔️ You want to stop feeling frustrated when employees don't show up or customers don't return

✔️ You've lost good employees and customers

 


Here's What You Get When You Sign Up to become a Member:

✔️Access to 8 Modules (covering internal & external customer service, intentional leadership and setting the foundations for the ultimate customer experience, just to name a few!).

✔️Fortnightly Live Masterclass and Q&A.

✔️Short video tutorials for easy processing & quick watching.

✔️Self paced meaning no pressure to rush through the modules.

✔️New research and topic updates

✔️Monthly Member Hot Seat.

 

 

YES, I NEED THAT

Ignite the Potential in your Team and Build the Business You have always Wanted

... and Deserve!

Meet The Woman Behind Your Screen, Michelle

Hi, I'm Michelle, a Retention Expert… and CEO, Professional Speaker, Author & Coach

I have spent a lot of time in growing Optimum Operating Procedures and Services (better known as OOPS) in Australia - 26 years to be exact! I employ a team of researchers and a client list of successful Corporations and Entrepreneurs that grows year on year.

I have measured a lot of data over the years and one of the biggest reasons customers leave is due to INCONSISTENCY. Too often business owners and managers leave customer service to the interpretation of their employees... Seriously, why would you improvise on service when this is the main connection you have with your customers?

What I truly love about what I do is the connection I have made with so many individuals over the years. Seeing their true potential and igniting their potential by developing them as leaders and role models is so rewarding. I have had the privilege and honour of working with many over the years who have taken me on their journey.  

In the Customer Retention Revolution I share with you strategies, systems and tools that are proven business success resources. I don't regurgitate other people's quotes and research, I do my own research and self development that I share with my clients and their teams so they in turn are successful in their organisations.  

Want the secrets to my success and my clients from various industries, corporations and SME's? This course and ongoing membership will certainly put you and your team ahead of your competitors by connecting your multi generational customers through the customer experience.

See you on the inside. Become a Customer Retention Revolutionist Today.

 

 


YOUR TEAM AND CUSTOMERS WILL THANK YOU

MONTHLY

$279

PER MONTH

✔️Access to 8 Modules (covering internal & external customer service, intentional leadership and setting the foundations for the ultimate customer experience, just to name a few!).

✔️Fortnightly Live Masterclass and Q&A

✔️Short video tutorials for easy processing & quick watching.

✔️Self paced, meaning no pressure to rush through the modules.

✔️New research and topic updates

✔️Monthly Member Hot Seat

 

 

JOIN NOW

YEARLY

$2,790

PER YEAR

✔️ 2 MONTHS FREE

✔️ Access to 8 Modules (covering internal & external customer service, intentional leadership and setting the foundations for the ultimate customer experience, just to name a few!).

✔️Fortnightly Live Masterclass and Q&A

✔️Short video tutorials for easy processing & quick watching.

✔️Self paced, meaning no pressure to rush through the modules.

✔️New research and topic updates

✔️Monthly Member Hot Seat

 

JOIN NOW

CUSTOMER RETENTION REVOLUTION

Your complete roadmap to retaining long term customers & employees for business success.

- Created exclusively by Michelle Pascoe for YOU


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