The Michelle Pascoe Hospitality Podcast

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 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 saying “It will be alright”.  “There’s more to...

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.  Link to Book: https://...

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 sha...

  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 travel agent and her passion to help others i...

 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 very small percentage of your followers your po...

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 a...

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&leadershipprograms  

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.com.au/ https://podcasts.apple.com/au/podcast/th...

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 a 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 y...

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 planner. This podcast follows on to Episode 105 discussi...

  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 wil...

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...

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 y...

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...

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 multiple top business awards including the My Business...