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This podcast is to help those in the Hospitality industry create an unforgettable guest experience that will ignite the potential in your team and turn your guests into advocates. It is designed to share and celebrate all the amazing people and things about hospitality. Interviews with leaders and those on the frontline discussing their personal experiences, insights, industry trends, and advice for those seeking a career in hospitality.
 
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show series
 
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 year. Welcome to 2022.…
 
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 industry who want to increase their sales revenue, have an engaged team and care about the customer journey.…
 
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 are 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…
 
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 …
 
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.By Michelle Pascoe
 
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.By Michelle Pascoe
 
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.By Michelle Pascoe
 
Last year we all scrambled to set up a home office to connect with our team and clients, using a pile of books or a box of tissues to sit your laptop on, while you perched in front of a window providing your viewers a silhouette or up the nose camera angle. Let’s admit it none of us were prepared for the long haul and now many of us have chosen “wo…
 
MANY people find themselves running around the same old stories that they can’t do something because of old excuses and fears. Are you a “people pleaser”? Do you feel guilty when you say “No” or annoyed with yourself when you say “Yes”? Julie Scott lives in Palm Springs, CA and is truthfully living the confident life she always dreamed of. She thri…
 
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 speake…
 
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…
 
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 m…
 
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 only 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 …
 
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 custom…
 
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…
 
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. https://www.michellepascoe.com/secondmomentum…
 
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 3 keys to growing your customer base are: Communicate Connect Continue 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 ver…
 
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 cust…
 
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. Website link: https://www.michellepascoe.com/frontline&leadershippro…
 
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. http://mlsolutions…
 
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 loy…
 
In this podcast I interview Chris Miller a former QLD police officer who has also 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 planne…
 
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 …
 
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…
 
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 s…
 
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 boar…
 
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. https://www.michellepascoe.com/…
 
A rare insight into the life an entrepreneur is the way Naomi Simson, Red Balloon & Big Red Group, Shark Tank Australia describes Tina in her recently launched book One Life. Tina built the National Begin Bright franchise from an idea, to a little suburban tutoring centre, to a franchise network with 33 sites throughout the country. She’s won multi…
 
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 Jons…
 
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…
 
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 do…
 
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…
 
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