The Michelle Pascoe Hospitality Podcast

You must communicate the correct information to everyone in your team, no one likes being kept in the dark. 

What we assume as being a provider of a service or facility versus the expectations are of our actual customers or clients.

There are times when being the CEO/Entrepreneur/Manager you question the journey you are on, wondering if you have sold out completely to the “corporate world” or that your values are no longer congruent with the company you work for or the clients you are taking on. You need to take a moment to remember why you do what you do and seize the opportunities that you create and reinvigorate your passi...

How a smile plays a role in inclusion and diversity.

It's time to review, revamp and replace your offering.

Service recovery is an event that occurs when the customer’s expectations are not met.  As a leader you need to provide tools and strategies on how your frontline and sales teams as well as your managers handle a customer complaint or concern which is targeted at the service provider even when it may not be their fault but it is now their problem.  Four key aspects on how to build resilience in yo...

https://www.michellepascoe.courses/sales-page-716ec607-12ea-4b83-b1d3-b65d6f0ce999    As providers of the brand experience and creators of memories for your business, no matter what your product or service offering you need to connect the head and the hear, having your customers experience the emotion, not just be exposed to it.  In this episode I am going to challenge you to complete a Brand Audi...

Michelle runs through her Customer Retention Revolution Course with a live webinar. To join the course go to https://bit.ly/2YBkbeE 

Upon returning from Denver, Colorado over the weekend where I attended the National Speakers Conference, with many wonderful speakers the topic of Trust in the workplace and in life was discussed on the platform as well as in the hallways.  In this weeks podcast I would like to share with you why I believe Trust is one of my top 8 values in life and in business.   Next week commencing on the 13th...

Investing in yourself through professional development can translate into a greater customer experience when you put your notes into actions.

If you don't manage the skunks with the poor behaviour, the good people leave or they stay and think why bother?

When it comes to your team it is important to trust them and the biggest way this is shown in the workforce is delegation not abdication.

Spending money doesn't always result in change when it comes to creating a memory for a customer that has them returning and recommending your business to others.

By simply acknowledging a waiting customer whether they be in front of you or on the phone, is the first step on the service journey.  Being “invisible” is a dreadful feeling for anyone, particularly a customer who wants to buy something from you and instead are ignored by a service provider on the phone or out the back "rearranging". In this podcast I review the top 5 ways to acknowledge and make...

Weather can effect customers moods and the attitudes of your team, so it’s important to recognise this and as a leader have a plan and implement it. This podcast provides 8 quick tips on how to beat the weather blues.

Being in control of your brand means making sure it is relevant and up to date, promoting your exact services and products targeted to your ICA.  Too often signs or phone messages are created, hung up / turned on and then forgotten as the day to day tasks take cover in your business. In this podcast I share tips and strategies on signage and phone messages connecting you to your customers of today...

If you don’t complete the circle of service with a memorable last impression of your business then it won’t be a lasting memory instead it could be seen as “fake” customer service.

Knowledge is power, unfortunately some managers use their knowledge as a way of keeping their team reliant on them, not letting them know the final outcome and keeping the “cards close to their chest”, they then wonder why the outcomes are not achieved.

OBTAINING FEEDBACK FROM YOUR CUSTOMERS AND TEAM IS A GREAT START, (I DON’T MEAN A “COMMENT CARD).  YOU NEED TO BE IN CONTROL AND PLANNING WHAT YOU ARE SEEKING TO GAIN FROM THE FEEDBACK AND WHAT WILL YOU DO WITH THE INFORMATION.

LET ME ASK YOU THIS QUESTION IN YOUR BUSINESS PLAN DID YOU HAVE A SECTION WITH THE HEADING “CUSTOMER SERVICE & RETENTION’? AND IN YOUR YEARLY BUSINESS STRATEGY REVIEWS/RETREATS DO YOU ALLOCATE TIME TO DISCUSS “CUSTOMER SERVICE & RETENTION”?  If you are like the majority and you haven't then take a listen to this podcast.

Everyone needs to feel safe and secure in their workplace knowing that management have undertaken ever measure to ensure that it is a safe workplace and that all employees care about each other. Mental Health awareness in the workplace needs to be spoken about and expanded on in every organisation, it's not just about donating or getting involved for 1 day a year it's about every day and every emp...

Having a team recognition programme behind the scenes is also a good way to reward team members, but it can cross over into a popularity contest and backfire. So how do you create a recognition programme that not only acknowledges performance but also knowledge?  In this episode I discuss ideas and tips on how to create a programme that will be beneficial to the team and business that includes eve...

Getting team members who are comfortable in their fixed routines to change can be a challenge.  In this podcast I share with you a fun way to create interest, change and team engagement by creating a competition of knowledge across your whole organisation (including you).  A competition encourages buy-in and engagement.  Seek their ideas, create change champions and the golden rule "praise any imp...

Creating a Workplace of Choice is more than having a welcoming culture (which is critical) it's also having a welcoming, secure and safe environment. The "staff room" is one such area that is overlooked, becoming the storage for old promotions and Christmas decorations.   The essence of a "workplace of choice" is a place where people choose to work because they love what they do, and they really e...

The hospitality industry has a richness of cultures back and front of house and they all need to blend and respect each other.  As a leader how do you lead a team where English may not always be the first language?