The Michelle Pascoe Hospitality Podcast: Recent Episodes

Michelle Pascoe

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.

In this week’s episode, I sit down with a true pillar of the registered club industry—Paul Barnett, CEO of Mingara Leisure Group and a leader whose legacy spans more than two decades of growth, innovation, and heart. From starting his career in government and liquor and gaming regulation to transforming a one-venue operation into a five-venue community powerhouse, Paul shares the behind-the-scenes journey of amalgamations, leadership lessons, and the strategic vision that has shaped Mingara into the thriving group it is today. His insights into building culture, retaining top talent, and knowing when to say no (even when it’s tempting to say yes) are absolute gold for any leader in the hospitality space.

Paul’s leadership is grounded in values, authenticity, and genuine care for his people and community. We talk about creating destinations with purpose—like the opening of the new Encore Hotel and the vision for early learning centres and retirement living—and how important it is to keep the heart of service alive in an increasingly digital world. Plus, Paul gets personal, reflecting on his decision to take a sabbatical in a caravan with his family years ago (before it was trendy!) and announcing what’s next as he steps into retirement. This episode is packed with wisdom, humility, and practical advice from a leader who truly walks the talk.

In this heartfelt and insightful episode, I sit down with not only a highly respected CEO but also a dear friend of over 25 years – Glenn Cushion from Ingleburn RSL. From humble beginnings as a plumber saving for a house deposit to leading one of Sydney’s most community-driven clubs, Glenn shares his incredible journey through the registered club industry. We explore how a "second job" became a lifelong career and how opportunities, culture, and people have shaped his leadership style. His passion for the industry, especially the value of human connection, shines throughout our chat.

Glenn and I delve into the exciting redevelopment of the Ingleburn Bowling Club, the importance of aligning team values with workplace culture, and what it truly means to lead with purpose. We also touch on intergenerational workplaces, employee engagement, and the future of clubs amidst regulatory and technological changes. Whether you're a club manager, team leader, or someone exploring a career in hospitality, this episode is filled with inspiration, wisdom, and actionable insights.

Businesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really resonating with customers today—and spoiler alert, it’s not another email funnel.

I dive into the power of warm calls, the charm of snail mail, and how getting back to basics can spark referrals, build loyalty, and create memorable brand experiences. Whether you’re just starting out or leading a large team, this episode is your reminder that connection still counts—and it’s often the simple, human touches that make the biggest difference. Grab your notebook (and maybe a teabag) as Michelle shares practical tips from her proven 3E Framework: Expectation, Experience, and Evaluation and start writing your Winning Customer Service Action Plan.

In this heartfelt and inspiring episode, I sit down with Chenelle Conquest, founder of Paws & Whiskers, a Southern Highlands pet care business driven by purpose, heart, and a lifelong love for animals. From secretly hiding a stray dog in her backyard as a child to building a thriving business that provides pet sitting, dog walking, and genuine peace of mind, Chenelle shares her journey from passion to profession. Her story is one of dedication, resilience, and creating a business that truly stands out through trust and care.

We chat about the challenges of growing a team in a values-led business, maintaining exceptional customer loyalty, and how Chenelle differentiates Paws & Whiskers in an increasingly competitive market. If you're an animal lover, a small business owner, or someone curious about building a brand that balances heart and hustle, this episode is full of insights, warmth, and wagging tails.

In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and how it can elevate a brand's presence in the market.

Kat also delves into the challenges and triumphs of working with regional communities, emphasising the significance of connecting with local businesses and understanding their unique narratives. Her dedication to customer experience design and her role as a regional community connector highlight the impact of personalised branding strategies. This episode is a must-listen for anyone interested in the intersection of photography, branding, and community engagement.

In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and how it can elevate a brand's presence in the market.

Kat also delves into the challenges and triumphs of working with regional communities, emphasising the significance of connecting with local businesses and understanding their unique narratives. Her dedication to customer experience design and her role as a regional community connector highlight the impact of personalised branding strategies. This episode is a must-listen for anyone interested in the intersection of photography, branding, and community engagement.

🎙️ In this powerful episode, I’m joined by mental health advocate and founding Board Member of R U OK?, Graeme Cowan. From his personal journey through severe depression to creating meaningful change in workplaces across the globe, Graeme shares the pivotal moments that shaped his mission to build resilience, connection, and care in high-performing teams. We explore how leaders can identify early signs of stress, foster psychological safety, and shift from burnout to balance with simple but powerful habits.

🎙️ Whether you're leading a hospitality venue, managing corporate teams, or working on the frontline, this conversation is packed with practical strategies to create a culture of care — especially during times of change, stress, and uncertainty. Graeme shares the ICARE framework for mental health conversations, the role of predictable time off, and inspiring stories of human connection that have transformed team dynamics. It’s a must-listen for any leader ready to support their people and spark real change.

Ever dreamed of opening an Aussie pub… in Sweden? 🇸🇪🍺 Kylie Pangeli-Linky did just that—and she’s sharing how a 20-year vision, leadership resilience, and a deep love for hospitality turned that dream into reality. From selling everything she owned to building a business in a foreign country during a global pandemic, Kylie’s story is equal parts inspiration and strategy.

We dive into leading with heart, the “daydreamers advantage,” handling intolerant customers with grace, and how to use AI to personalise service without losing the human touch. This is a must-listen for anyone passionate about service, leadership, and building a hospitality brand that customers (and staff) never forget. 💫

Leadership isn’t just reserved for those with titles. In this solo episode, we explore how frontline team members—those on the ground, face-to-face with guests—can be the most influential leaders in any hospitality environment.

Discover how everyday leadership shapes team culture, elevates the customer experience, and sets the tone for service excellence. Whether you're a manager or a team member, this episode offers insights and inspiration to lead where you are.

🐣 Hopping into the Easter rush? In this egg-stra special episode of Holiday Leadership Hacks, I’m sharing 8 smart and simple tips to help you lead your hospitality team with clarity, calm and a sprinkle of fun. From updating policies and FAQs to energising your crew and keeping the customer experience sweet, these Easter-ready leadership hacks will help you stay ahead of the chaos and bring your best self to the floor. Tune in and lead your team like a pro this holiday season! 🌸🍽️

Join me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership.

Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room.

Discover the power of saying "yes" to new opportunities, leveraging transferable skills, and understanding the profound impact leaders have on their teams. A must-listen episode for anyone in hospitality striving to grow as a leader and positively influence their workplace.

Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code. 💡

From rebuilding her life as a single mother to running multiple award-winning, six-figure businesses, Miriam shares her powerful journey and practical strategies for:✨ Mastering your money habits✨ Aligning your business with your core values✨ Creating true financial and time freedom✨ Overcoming burnout and reigniting passion for your work

Miriam also has a webinar 'Burn Down The Hamster Wheel - how to earn more, work less & fall in love with your business again'. https://miriamcastilla.com/freedomcode/

Whether you're a hospitality leader, business owner, or entrepreneur, this episode is packed with insights to help you thrive—both personally and professionally. 💼🔥

🔁 Share with a friend who needs some freedom and ease in their business!

💡 Ever wondered what makes employees stay, thrive, and truly love what they do? In this episode I dive into the secret sauce of building a thriving workplace with none other than Andy Goram, aka “The Sticky Guy.”

As the host of Sticky From The Inside and the founder of Bizjuicer, Andy has spent over 27 years leading culture and brand transformations across Leisure, Retail, Hospitality, and Gaming. Now, he’s on a mission to help businesses create stickier organisations—where employees feel a true sense of belonging, and customers keep coming back for more.

🔑 In This Episode, We Discuss:

✅ What “stickiness” means in the workplace and why it’s crucial for long-term success✅ The 7 Steps to Stickiness—Andy’s proven framework for increasing employee retention and engagement✅ How storytelling and "following the breadcrumbs" help businesses create authentic connections with employees and customers✅ The biggest challenges in hospitality (like high turnover) and how leaders can tackle them✅ The power of brand and culture alignment—ensuring that the promise matches reality✅ Key leadership skills needed to foster highly effective, engaged teams

📢 Whether you're a hospitality leader, business owner, or HR professional, this episode is packed with actionable insights to make your organisation stronger, more resilient, and ultimately, stickier!

🔗 Connect with Andy Goram:

📌 Podcast: Sticky From The Inside📌 Website: Bizjuicer📌 LinkedIn: Andy Goram

📅 Listen Now & Start Making Your Organisation Stickier! 🎧

In this episode, I sit down with Jim Harenchar, CEO of Response Marketing Group (RMG), to explore how hospitality businesses can leverage predictive modelling, data insights, and personalised marketing strategies to enhance customer engagement and drive business growth. With over 35 years of experience, Jim shares how RMG helps brands like The Ritz Carlton, Georgia Tourism, and Arkansas Tourism create game-changing outcomes through data-driven marketing strategies.

We discuss:✅ How hotels and restaurants can use data insights to improve guest experiences and customer retention✅ The role of predictive modelling in driving upselling and cross-selling opportunities✅ Key customer journey touchpoints hospitality businesses should focus on✅ How smaller businesses can adopt strategies used by DMOs to attract more tourists✅ The future of data technology in hospitality and how to stay ahead

Jim also shares an exclusive offer for my listeners—be sure to check the link in the show notes!

Key Topics Covered in This Episode:

🔹 Using Data to Enhance Guest Experiences: How hospitality businesses can leverage customer insights for personalisation and retention.

🔹 Predictive Modelling for Upselling & Cross-Selling: How hotels and restaurants can use data to predict next-likely-product purchases and drive revenue.

🔹 The Customer Journey & Key Metrics: The most important touchpoints and KPIs hospitality businesses should track to refine engagement strategies.

🔹 Small Business Strategies from Big-Scale DMOs: How independent operators can adopt proven marketing approaches to attract and retain more guests.

🔹 Future Trends in Data & AI for Hospitality: What’s next in marketing analytics, personalisation, and predictive intelligence in the industry.

Jim has a special exclusive offer for my podcast listeners! Click here to access it: https://rmg-usa.com/hospitality/

In today’s episode of The Michelle Pascoe Hospitality Podcast, I'm diving deep into the strategies that help hospitality businesses thrive in an ever-evolving landscape. I’ll guide you through how data, measurement, and benchmarking can transform your venue into a VIP destination for every guest.

🔍 What You’ll Learn:✅ Why starting with data is critical for long-term success✅ The six essential tools for measuring guest experiences✅ How to embrace diversity—age, culture, accessibility, and more—to exceed expectations✅ The power of benchmarking in refining your service, compliance, and marketing strategies✅ Why long-term data insights help businesses stay ahead of the competition

💡 Why Listen? This episode is packed with actionable advice for hospitality leaders who want to create unforgettable guest experiences, backed by real data and decades of industry expertise.

📈 Trusted by clients for over 25 years, our insights help venues consistently raise the bar and stay ahead of the curve.

In this episode, I sit down with Chris Tripoli, a hospitality industry veteran with over 45 years of experience as a concept developer, owner-operator, and restaurant consultant. Chris shares the key ingredients for building a successful restaurant, from the foundational elements of a winning concept to navigating industry challenges like rising costs and staff shortages. He also dives into his Tripoli 10 Commandments, including the 3 P’s, and why financial discipline is crucial for long-term sustainability.

With experience across the US, Mexico, the Caribbean, and the Middle East, Chris discusses global trends shaping the restaurant industry and how operators can adapt. As the host of Corner Booth Podcast, he reflects on the most inspiring lessons from his conversations with restaurant entrepreneurs.

Whether you're a first-time restaurant owner or an industry veteran, this episode is packed with actionable insights to help you thrive. Tune in now! 🎧

Key Takeaways:

✅ A strong restaurant concept is built on consistency, adaptability, and financial discipline.✅ Service is still a critical element, despite industry challenges—operators must find innovative ways to maintain high standards.✅ Understanding the 3 P’s (People, Product, and Process) is essential for long-term sustainability.✅ First-time entrepreneurs must prioritise budgeting, location strategy, and operational efficiency.✅ Global trends such as digital transformation and experiential dining are shaping the industry.

🔗 Connect with Chris Tripoli:

Corner Booth Podcast
Website: https://www.christripoli.com

📢 Follow Us for More Hospitality Insights:

Website: https://www.michellepascoe.com/
LinkedIn: https://www.linkedin.com/in/michellepascoe/

In this episode, I sit down with Chris Tripoli, a hospitality industry veteran with over 45 years of experience as a concept developer, owner-operator, and restaurant consultant. Chris shares the key ingredients for building a successful restaurant, from the foundational elements of a winning concept to navigating industry challenges like rising costs and staff shortages. He also dives into his Tripoli 10 Commandments, including the 3 P’s, and why financial discipline is crucial for long-term sustainability.

With experience across the US, Mexico, the Caribbean, and the Middle East, Chris discusses global trends shaping the restaurant industry and how operators can adapt. As the host of Corner Booth Podcast, he reflects on the most inspiring lessons from his conversations with restaurant entrepreneurs.

Whether you're a first-time restaurant owner or an industry veteran, this episode is packed with actionable insights to help you thrive. Tune in now! 🎧

Key Takeaways:

✅ A strong restaurant concept is built on consistency, adaptability, and financial discipline.✅ Service is still a critical element, despite industry challenges—operators must find innovative ways to maintain high standards.✅ Understanding the 3 P’s (People, Product, and Process) is essential for long-term sustainability.✅ First-time entrepreneurs must prioritise budgeting, location strategy, and operational efficiency.✅ Global trends such as digital transformation and experiential dining are shaping the industry.

🔗 Connect with Chris Tripoli:

Corner Booth Podcast
Website: https://www.christripoli.com

📢 Follow Us for More Hospitality Insights:

Website: https://www.michellepascoe.com/
LinkedIn: https://www.linkedin.com/in/michellepascoe/

In this funny and insightful episode, I sit down with Michael Kerr, Canadian Hall of Fame Speaker and workplace culture expert, to explore the power of humour in the workplace. Michael shares why laughter is a game-changer in high-pressure environments like hospitality, how leaders can create service-first cultures, and the small moments that lead to extraordinary results. Drawing from his books The Jerk-Free Workplace and The Humor Advantage, he provides practical strategies for eliminating negativity, fostering a positive team dynamic, and using humour to enhance customer experiences.

Get ready for big laughs and even bigger takeaways as we discuss how intentional leadership shapes culture, why humour is a competitive advantage, and how businesses can boost morale, teamwork, and guest satisfaction. If you want to create a thriving, engaged workplace, this episode is a must-listen! 🎧✨

📢 Loved this episode? Don’t forget to subscribe, leave a review, and share it with your team! Let’s spread the laughter and create amazing workplace cultures together!

In this powerful episode, I sit down with Daniel Chin, hospitality veteran and General Manager of Raising the Bar Foundation, to discuss his incredible journey from a racetrack bartender in Wollongong to spearheading a mental health movement in the hospitality industry.

Daniel shares how his early experiences with poor leadership could have ended his career before it even started—but instead, he used them as fuel to build a community-driven initiative that supports mental well-being in hospitality. From founding Barstool Brothers, a grassroots men’s mental health group, to launching Healthier Hospitality, an education program tackling workplace stress, Daniel’s mission is transforming lives across NSW and beyond.

Tune in to hear how collaboration with NSW Health and the State Government is helping deliver vital mental health support to venues, and why hospitality businesses must take proactive steps to care for their teams. If you’re passionate about leadership, resilience, and the future of hospitality, this is an episode you won’t want to miss!

🎙️ Thank You, Amazing Listeners!

As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation.

🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄

🌞 Get Ready for Our Summer Season! 🌞 While I take a short break, I’ve got something special lined up just for you. Enjoy four fabulous episodes where I’m in the hot seat as the guest, sharing insights in interviews across the UK, USA, and Australia.

✨ Looking Ahead to 2025 ✨ We’ve got an incredible lineup waiting for you when we’re back in February 2025! Until then, enjoy the summer season, stay inspired, and keep thriving.

Thank you for being part of this journey, and I can’t wait to connect with you all again soon!

In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences.

Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is full of funny, relatable, and inspiring moments. He opens up about the triumphs and setbacks that shaped his approach to leadership and customer service.

Get ready to be inspired and take notes—this episode will have you thinking about all the ways you can Disnify your business!

Learn more about Vance Morris: https://yes.deliverservicenow.com/

In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces.

Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful. Christie shares powerful advice on how to “bite the bullet” and lean in with courage, overcoming hesitation, and leveraging the skills of those around you to build a supportive network.

We discuss the transformative impact of mentorship and the importance of joining organisations like Global Gaming Women (GGW) to advance your career and personal growth. Christie emphasises how collaboration, not competition can create extraordinary results in the workplace.

Tune in to hear Christie’s inspiring journey, practical strategies for developing leadership skills, and her vision for the future of the gaming and hospitality industry. Whether you’re aspiring to lead, seeking to empower others, or curious about fostering diversity in your organisation, this episode is packed with actionable insights.

Join Global Gaming Women https://www.globalgamingwomen.org/

In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. Kirsty shares her incredible journey from working in hospitality in Sydney and the UK to becoming a leader in media training and storytelling based in Cairns, Australia.

We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale of resilience and hope. Kirsty recounts how a life-changing visit to Nepal following the devastating 2015 earthquakes led her to tell the story of Som Tamang, a former child slave who has moved mountains to transform the lives of a generation in Nepal.

Our conversation also explores the importance of giving back to the community, overcoming PTSD, and building resilience through good habits like maintaining a strong sleep routine and embracing the power of a simple smile. Kirsty’s insights will leave you feeling empowered, reminding us all that we are stronger than we think.

You can learn more about Kirsty on YouTube or to order a copy of her book at https://www.kirstynancarrow.com/

In this fascinating episode, I’m joined by the brilliant Mariya Radysh—TEDx speaker, author, university lecturer, and interpreter fluent in five languages. With an impressive five university degrees, Mariya brings a wealth of knowledge and personal insight to our discussion about one of the most complex personality types: the narcissist.

Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even industries like hospitality. She shares actionable strategies for building self-confidence and courage, recognising and addressing gaslighting, and fostering healthier relationships.

We also dive into the surprising link between sleep, rest, and overall well-being—crucial elements often overlooked in high-pressure environments. Whether you're navigating personal challenges, managing a team, or seeking to understand how narcissism can shape the hospitality experience, this episode offers powerful tools and practical advice to help you thrive.

💡 Tune in for an engaging, thought-provoking conversation that will leave you equipped to face life's challenges with clarity and confidence. Don't miss it!

🎧 Listen now and take your first step toward understanding the narcissist and empowering yourself!

In this episode I share insights from speaking at the Mystery Shopping Professionals Association - AP 19th annual conference in Hong Kong. Gathered together with representatives from all over Asia and beyond discussing global labour shortages, ageing populations and the impact on business growth through migration, work preferences and workplace conditions.

In this episode, I sit down with Richard McLeod, hospitality veteran and co-owner of Loaded, a groundbreaking platform designed to transform the way hospitality businesses operate. With over 15 years of hands-on experience running a network of 12 diverse bars, pubs, and restaurants across New Zealand, Rich has built Loaded to be the ultimate operational hub, syncing all systems—labour, ordering, menus, and more—into one seamless interface. This real-time powerhouse gives owners and managers visibility over sales, margins, and profit, allowing them to streamline operations, reduce costs, and drive profitability.

Tune in to discover how Loaded is empowering over 10,000 hospitality leaders worldwide to run smarter, leaner, and more profitable businesses.

To Learn more about Loaded go to https://www.loadedhub.com/

In this episode, I dive into the world of recruitment with Jenny White, CEO & Founder of White Now a powerhouse in the Club, Gaming, and Hospitality industry, known for her vibrant personality and immense dedication. With over 20 years of experience and 1,700+ clients, Jenny (aka "Wiz" on social media) has placed around 7,000 managers and team members, from large clubs to smaller venues, all while infusing her quirky humour and unwavering ethics into her work.

We explore the evolving landscape of recruitment and retention, salary packages, the unique needs of regional roles, and her initiative to connect club managers through a private LinkedIn group—a vital resource born during COVID that continues to support industry professionals. Don’t miss this engaging and insightful conversation!

In this episode, I sit down with Christina Delay, Ph.D. the visionary founder of ALTINA Drinks, a company revolutionising the non-alcoholic wine industry with a scientific approach and a deep appreciation for native Australian botanicals.

With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise toward crafting unique, botanically infused wines.

Unlike other non-alcoholic wines, ALTINA avoids sugar and grape juice concentrates, opting instead for native Australian botanicals that offer depth and character, creating a taste experience celebrated worldwide.

In this engaging conversation, we explore:

Christina’s vision and how she brought ALTINA from idea to fruition, building it into a major player in the non-alcoholic wine space.

The meaning behind every element of ALTINA—from branding and labelling to ingredients—making the product a journey of discovery beyond wine.

Christina’s passion for mentoring startups, offering logistical and business guidance through her Canberra-based hub, fostering innovation and growth in the local entrepreneurial community.

Tune in for an inspiring discussion about disrupting industries, fostering innovation, and redefining experiences—without alcohol!

https://altinadrinks.com/

In this episode, I speak with Arely about the groundbreaking two-day workshop Mounties is offering to the Club Industry—free of charge—focused on Domestic and Family Violence (DFSV). This initiative is the first of its kind in the industry, aiming to inspire similar efforts across other sectors.

With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW, QLD, and VIC are coming together to develop DFSV Action Plans, equipping their teams and communities to create safer environments and drive meaningful change.

In this episode, I had the pleasure of speaking with the dynamic Shivani Gupta—keynote speaker, business coach, author of eight insightful books, including her latest release “Getting Your People to Step Up” and a dedicated coach for women in business. Shivani shares her expertise on leadership, fostering team growth, and empowering employees to step up in challenging times. She also discusses her experiences in her early career path, business owner, employer and the critical lessons she's learned throughout her journey.

We dive deep into some key questions, including how to inspire teams to take initiative, strategies for overcoming obstacles in leadership, and Shivani's journey as a female leader in the business world. Shivani’s advice is a goldmine for business owners and leaders looking to cultivate a proactive and engaged workforce, and she offers thoughtful guidance for women aspiring to lead with confidence and impact. Don't miss this insightful conversation!

In this inspiring episode, we sit down with 11-year-old Lennox Wade, a remarkable young leader who’s changing the world one snack at a time. At just three years old, Lennox founded Snacktember, a charity that started with a simple idea: to share unwanted snacks with kids who need them. Eight years on, Snacktember has evolved into a registered charity, collecting an astounding 1.4 tonnes of snacks—over 70,000 packets!—and expanding its reach across Australia and soon, globally.

Join us as Lennox shares her journey of building Snacktember overcoming the challenges of balancing school and charity work, and how her determination (and a little help from Mum) has inspired partnerships with organisations like Bunnings and Westpac, as well as schools and preschools in every state. You’ll hear about the heartwarming stories behind the snacks, the impact it has had on communities, and what’s next for this incredible charity.

Lennox’s story proves that age is no barrier when it comes to making a difference. Listen in to find out how Snacktember is tackling food insecurity head-on, and discover how you can get involved to help feed hungry kids and spread the message of generousity.

Tune in now for a dose of inspiration and hope, as Lennox Wade shows us all what it means to be a true change-maker!

In this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences!

Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today’s competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level.

We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams.

Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we’ve never imagined.

Whether you’re a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships!

Discover how to turn customers into lifelong advocates!

Don’t miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today.

Learn More Go to: https://hyken.com/

In this episode, we dive into the powerful connection our facial expressions create, particularly through the simple act of smiling. We'll explore how a genuine smile can foster trust, build rapport, and enhance communication in both personal and professional settings.

Learn why your face says it all when it comes to connecting with others and how a smile can positively impact customer experiences and team dynamics.

In this incredible episode I sit down with Rachel McHugh, a dynamic leader in the gaming industry with a fascinating career journey that proves there’s no one path to success. With a Bachelor of Commerce in Marketing and Demography, Rachel initially aspired to become a demographer for the Australian Bureau of Statistics. But life had different plans!

Rachel shares her story of pivoting from her initial dreams to a career in marketing, first with Dental Corporation and Yokogawa, before making a bold leap into the gaming industry. With no prior experience, Rachel took a chance and landed a role at IGT as a Product Coordinator, quickly rising to Product Manager for ANZ, where she stayed for nearly six years. Today, she is the Senior Product Manager for the APAC region at Ainsworth Game Technology, where she leads go-to-market strategies, product roadmap development, sales enablement, and fosters cross-functional collaboration.

In our conversation, Rachel opens up about her experiences in mentoring, her insights into entering the gaming industry, and the challenges she has faced along the way. We also discuss the importance of women in leadership, finding time for oneself, and achieving balance in a demanding industry. Rachel’s background in demography continues to influence her work as she navigates market data and release strategies, helping to better align games and roadmaps with market needs.

If you're curious about the gaming industry, interested in product management, or passionate about women's leadership, this episode is for you! Tune in to hear Rachel's inspiring journey, her advice for overcoming challenges, and her tips on finding balance while forging a path in a fast-paced world.

Don’t miss this engaging episode with Rachel McHugh – listen and download now!

In this episode, I dive into the fascinating world of Mystery Shopping, exploring how to bring data to life to create unforgettable customer experiences and elevate service standards. Join me as I uncover the secrets behind our proprietary OARS system, featuring over 10,000 carefully crafted questions designed to evaluate every aspect of a business. Through comprehensive benchmarking and trend analysis, we provide businesses with the insights they need to excel in today's competitive market.

I also introduce our versatile audits, available for various industries, which can be handed over to a friend or family member to assess a business using objective, customer-focused questions. By mapping the entire customer journey, these audits offer a fresh perspective, helping businesses identify areas of improvement and drive meaningful change.

Don't miss this opportunity to discover how mystery shopping can be a game-changer for your business!

In this episode, we dive into the digital landscape with Tracy Sheen, author of the award-winning "The End of Technophobia" and the upcoming "AI & U: Business Reimagined." Tracy, a leading futurist in APAC, is renowned for demystifying complex tech concepts and making them accessible for businesses of all sizes. With over 120 workshops delivered across Australia in the past year, she brings a wealth of experience and insights on leveraging AI and digital tools to foster business innovation and growth.

Join us as Tracy shares her journey from a Federal Government-approved Small Business Advisor to an esteemed judge at national awards and a regular media commentator on marketing and technology. We’ll explore her mission to bridge the digital divide in small businesses and her unique approach to empowering business owners to thrive in an increasingly digital world. Don’t miss this engaging conversation filled with practical tips, inspiring stories, and a few surprises that only Tracy can bring!

Links mentioned: https://user.thedigitalguide.com.au/i/SubscribeAIandU

https://youtu.be/Sq1QZB5baNw?si=T5HAXw9aZAjJ4RiN

In this episode, I share my recent experience speaking at a conference outside the hospitality industry. It was an eye-opening opportunity to learn new things, meet inspiring people, and broaden my perspective.

I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different industries can enrich your journey and expand your network. Tune in to explore the value of staying curious and connected in our ever-evolving world.

In this episode, I share my recent experience speaking at a conference outside the hospitality industry. It was an eye-opening opportunity to learn new things, meet inspiring people, and broaden my perspective.

I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different industries can enrich your journey and expand your network. Tune in to explore the value of staying curious and connected in our ever-evolving world.

In this episode, we explore the inspiring story of Tere Sheehan, CEO of Cherry Sports Group, and the creation of Purple Friday, a movement born out of a tragic domestic violence incident in Ballina. As the town was already struggling to recover from devastating floods, Tere's leadership and his team turned this dark moment into a powerful symbol of unity and resilience.

Partnering with the Rotary Club of Ballina on Richmond, Purple Friday mobilised the community, with 91 local businesses, schools, and organisations donning purple shirts every Friday to boldly stand against domestic violence.

This grassroots campaign, supported by a $30,000 investment from Cherry Sports Group, has sparked vital conversations, offered lifelines to those in need, and earned national recognition, including an invitation to Parliament House.

Tune in to hear how a small town turned its darkest hour into a beacon of hope and how Tere Sheehan and Cherry Sports Group are committed to ensuring the message of Purple Friday continues to resonate far and wide.

To Learn More: https://cherrystreet.com.au/

In this episode, we explore the inspiring story of Tere Sheehan, CEO of Cherry Sports Group, and the creation of Purple Friday, a movement born out of a tragic domestic violence incident in Ballina. As the town was already struggling to recover from devastating floods, Tere's leadership and his team turned this dark moment into a powerful symbol of unity and resilience.

Partnering with the Rotary Club of Ballina on Richmond, Purple Friday mobilised the community, with 91 local businesses, schools, and organisations donning purple shirts every Friday to boldly stand against domestic violence.

This grassroots campaign, supported by a $30,000 investment from Cherry Sports Group, has sparked vital conversations, offered lifelines to those in need, and earned national recognition, including an invitation to Parliament House.

Tune in to hear how a small town turned its darkest hour into a beacon of hope and how Tere Sheehan and Cherry Sports Group are committed to ensuring the message of Purple Friday continues to resonate far and wide.

To Learn More: https://cherrystreet.com.au/

In this episode, we delve into the heart of Red Gum BBQ, Australia's first B-Corporation certified restaurant, to uncover how Melissa Goffin and her team blend Southern charm with a commitment to sustainability, ethical business practices, and women's advocacy. Join us as we explore the journey of Red Gum BBQ from its humble beginnings to becoming a trailblazer in the hospitality industry.

Melissa Goffin, co-owner of Red Gum BBQ, has successfully navigated the complexities of sustainability, people and culture, and diversification in the competitive world of hospitality. Under her leadership, Red Gum BBQ has not only fostered a culture of innovation and community engagement but has also prioritised responsible sourcing and ethical practices.

Melissa shares the story of Red Gum BBQ, born from traditional family recipes and a passion for bringing people together over low and slow BBQ. From Martin's journey to becoming a Pitmaster to the couple's shared dream of creating an authentic southern-style barbecue restaurant in Australia, this episode is packed with inspiring anecdotes and valuable insights.

Join us for an engaging conversation that not only highlights the challenges and triumphs of running a hospitality business but also provides a roadmap for aspiring entrepreneurs looking to make a positive impact in their communities. Whether you're a seasoned professional or just starting in the industry, this episode offers a wealth of knowledge and inspiration.

Tune in to discover how one restaurant is setting new standards for sustainability, people and culture, and diversification in the hospitality industry.

Learn More: https://redgumbbq.com.au/

Phil's dedication extends beyond his business, as he actively supports local charities like Local Kind, Royal Far West, and Head High Skills. His efforts have not gone unnoticed; Ruby Lane has garnered numerous accolades, including the Northern Beaches Sustainability Award, Covered Magazine Coffee Championships, and a finalist position in the Restaurant & Catering Association's Best Breakfast in Sydney category, along with the Sydney Water Sustainability Award.

With a history of owning and managing multiple cafe and restaurant venues, overseeing franchising operations, and managing venues for Keystone Hospitality, Phil brings a wealth of experience to the table. He is a firm believer in the power of process management and developing a team of leaders who can execute these processes at the highest level.

Join us as we dive into Phil's journey, the success of Ruby Lane Wholefoods, and his vision for a sustainable and community-focused future in hospitality. Learn More: https://www.rubylane.com.au/

Join me in this special episode as we commemorate three incredible decades in business. This journey wouldn't have been possible without the amazing clients, business associates, and mentors who have shared their wisdom, listened, and cared. To the thousands I've had the privilege to train, thank you. Your dedication and growth have been inspiring.

A heartfelt thank you to my incredible team at O.O.P.S. Your insights and reports have made a profound impact on our clients. To everyone who has allowed me to be part of their leadership and business journey, I'm deeply grateful.

A special shoutout to my family, friends, business mentor Tina Tower, and the best EA ever, Sarah Hall. Your support has been unwavering and invaluable.

In this episode, I share the story of these past 30 years—the catalysts, the importance of self-belief, perseverance, and the drive to achieve your full potential. Learn how to ignite the potential in others and choose the life you deserve, not the one other’s choose for you.

Tune in and reminisce with me as we celebrate this milestone and look forward to many more years of success! 🚀✨

#Podcast #BusinessAnniversary #Leadership #Perseverance #Inspiration #ThankYou #Celebration #30YearsInBusiness

Get ready for an inspiring episode of my podcast as I welcome Peter, the CMO of Reflections Holidays. Leading the largest outdoor hospitality brand in NSW, Peter is at the forefront of an incredible brand transformation. In just two years, he has driven Reflections to new heights, increasing brand awareness by 35%, boosting revenue by 18%, and doubling the loyalty club to an impressive 300,000 members.

Under Peter's visionary leadership, Reflections is redefining camping, evolving from a traditional accommodation provider to a purpose-led experience brand. With a new brand identity launching in 2024, Peter and the team is spearheading the development of a cutting-edge e-commerce platform, a centralised reservations function, and a robust partnership program.

Before joining Reflections, Peter was the Managing Director at Enigma, where he played a pivotal role in doubling the agency's size and expanding its footprint to Sydney and Brisbane. With over 20 years of experience in the advertising industry, including leadership roles at Clemenger BBDO Melbourne and J Walter Thompson Melbourne, Peter brings a wealth of knowledge and expertise.

Peter is not just a marketing guru; he's also a keen outdoorsman and a passionate advocate for Regional Australia. He serves on the advisory board for marketing at the University of Newcastle and is a board member of the Merewether Carlton Rugby Club and the In-House Agency Council of Australia.

Join us as Peter shares the exciting journey of launching Reflections' new brand to an enthusiastic team and a supportive community. Discover how their loyalty program focuses on genuine guest loyalty, their market segmentation strategies, and their commitment to connecting guests with nature and adventure. This episode is packed with insights and inspiration for anyone interested in the dynamic world of hospitality and marketing. Don't miss it!

To learn more: https://reflectionsholidays.com.au/

Join me for an insightful conversation with the dynamic duo behind Straight To The Source, Tawnya Bahr and Lucy Allon. In this episode, we delve into the world of culinary excellence, sustainability, and the importance of connecting with the origins of our food

Tawnya Bahr, an esteemed culinary expert, Group Executive Chef, and Director of Straight To The Source, shares her extensive experience and passion for the food industry. With over 26 years in the field, Tawnya is a prominent advisor and judge for organisations like Sydney Royal Fine Food and the Australian Culinary Federation. She is also a mentor for Women in Hospitality and FoodLab, actively shaping industry standards and championing sustainability.

🎙️Episode Highlights

Tawnya Bahr’s journey as an esteemed culinary expert and Group Executive Chef.
The mission and impact of Straight To The Source within the food supply chain.
Insights into supporting food innovation and sustainability.
Tawnya's role as a mentor and advocate in the food industry.

Don’t miss this inspiring discussion that sheds light on the future of food and the vital role of Australian farmers' markets.

https://finefoodaustralia.com.au/

https://omny.fm/shows/straight-to-the-source

Join me for a compelling conversation with Rebekah Di Blasi, founder of Design Your Best Work Life, as we delve into the transformative power of early career experiences in hospitality and retail. With over 15 years in corporate HR and recruitment, Rebekah brings a wealth of knowledge to the table, particularly in supporting mid-career professionals through significant career transitions.

In This Episode:

Rebekah’s Journey: Discover how Rebekah navigated her own career crossroads post-family life during the COVID-19 lockdowns, leveraging her extensive HR expertise to foster her career coaching practice.
Hospitality to High Gear: Explore how early stints in hospitality and retail are not just jobs, but a foundation for building essential skills applicable across any career. Hear about her own experiences and the surprising ways they shaped her professional path.
Real-Life Transitions: Be inspired by stories of individuals who have successfully transitioned from hospitality roles into vastly different fields, such as a chef becoming a policy officer or a venue manager evolving into a customer experience strategist.
Staying Put: Sometimes, the best move is no move at all. We'll discuss why some choose to stay in their current roles and how mindset and external life factors play a crucial role in these decisions.
The AI Effect: Get curious about the future as we touch on the role of AI in the workplace and what it means for skill transitions and career development.

Why You Should Listen:

Whether you’re contemplating a career shift or just curious about how diverse experiences can influence professional growth, this episode provides insights and real-world examples to help you design and pursue your best work life. Rebekah's expert advice, combined with personal anecdotes and client stories, offers a unique perspective on navigating career paths in today’s ever-changing landscape.

Tune in to uncover the hidden strengths gained from early career roles and learn how to harness them for future success. Don’t miss this enlightening discussion on shaping your career journey with intention and adaptability! Learn More about Rebekah https://www.designyourbestworklife.com/

In this episode, I have the pleasure of hosting Emma MacGregor, a seasoned professional with over 20 years of experience in the Events and Hospitality Industries. Her extensive background spans venue management, catering, and sales, making her a true connector of like-minded individuals. Emma is passionate about sustainability and is committed to driving significant changes in an industry she deeply loves and understands.

Emma's expertise as an Event Producer is unparalleled. She has a natural eye for design and flow, ensuring that every event she touches runs seamlessly. Known for her hands-on, solution-driven approach, Emma is always ready to dive in and get things done, ensuring her clients enjoy a flawless experience while she works behind the scenes.

With professional connections across Australia and a deep understanding of Stage Management, Emma brings a wealth of on-ground qualifications, including RSA, Safe Food Handling, and First Aid Certifications. Her versatility allows her to seamlessly transition between front-of-house and back-of-house roles as needed, adapting to the dynamic demands of any event.

For the past four years, Emma has been the driving force behind the Little Food Festival held annually at Federation Square. This wonderful event encourages children to explore the food system and understand how their food choices impact their health and the environment. Emma’s dedication to creating engaging and educational experiences for kids showcases her commitment to making a positive impact through her work.

Tune in to this episode to hear Emma share her journey, insights, and passion for creating sustainable and seamless events. Learn how she continuously generates innovative ideas, provides creative solutions, and ensures every event is a memorable success. Whether you’re an industry professional or simply interested in the world of events, this episode is packed with valuable takeaways.

In this episode, I delve into how to prepare your hospitality venue for the upcoming Long Weekend. With cold weather setting in, it's essential to make your space appealing to both regulars and visitors. I'll discuss creating cozy spaces that invite guests to linger, the impact of fresh flowers on your decor, and how to craft an inviting ambience that sets your venue apart. Additionally, I highlight the importance of introducing a new, short menu that caters to the season, ensuring that your team are having fun and creating an environment that customers want to talk about and share on social media.

My goal is to help you make your venue the talk of the town and a must-visit destination. By focusing on these key elements, you can create a memorable experience that encourages guests to return and recommend your place to others. I'll also provide tips on how to encourage social media sharing, turning your venue into a hotspot for the Long Weekend. Tune in for practical advice and creative ideas to boost your venue's appeal and make it the go-to place for this special occasion.

In this podcast episode, I delve into a personal experience at St. Vincent's Hospital, highlighting the valuable lessons we can learn by looking beyond our own industry. During my time at the hospital, I observed various operational practices, communication strategies, and cultural aspects that significantly enhanced efficiency and teamwork. By sharing this story, I aim to illustrate how we can draw inspiration from different sectors and integrate these insights into our own businesses to foster better communication, streamline job roles, and cultivate a positive workplace culture.

Through this narrative, I emphasise the importance of cross-industry learning and the benefits it can bring to our professional environments. By adopting successful practices from other fields, we can address challenges more effectively and create more cohesive, efficient teams. This episode encourages listeners to remain open-minded and proactive in seeking out innovative approaches from various industries to drive improvements and achieve greater success in their own organisations.

In this podcast episode, I delve into a personal experience at St. Vincent's Hospital, highlighting the valuable lessons we can learn by looking beyond our own industry. During my time at the hospital, I observed various operational practices, communication strategies, and cultural aspects that significantly enhanced efficiency and teamwork. By sharing this story, I aim to illustrate how we can draw inspiration from different sectors and integrate these insights into our own businesses to foster better communication, streamline job roles, and cultivate a positive workplace culture.

Through this narrative, I emphasise the importance of cross-industry learning and the benefits it can bring to our professional environments. By adopting successful practices from other fields, we can address challenges more effectively and create more cohesive, efficient teams. This episode encourages listeners to remain open-minded and proactive in seeking out innovative approaches from various industries to drive improvements and achieve greater success in their own organisations.

Are you making one of the four biggest mistakes that can derail your business? In my latest episode, I uncover the critical errors many business owners overlook. From setting a clear vision to the essential skills you need to lead, I’ve got you covered.

Join me as I tease out the hidden traps and share strategies to steer your business towards success. Don’t miss out on these game-changing insights—tune in and transform your approach to business management!

Hospitality Momentum: https://www.hospitalityteam.com.au/hospitalitymomentum

Join me for an insightful conversation with Bart Sobies, the powerhouse behind The Accommodation Show, iBooked.Online, and the STRIVE to Thrive Conference. Bart's entrepreneurial journey began at just 15 with his first online business, which grew into a successful tech company. With his deep expertise in technology, marketing, and investment, Bart has become a guiding light in the hospitality industry.

As an authority on direct bookings, marketing, branding, and digital products, Bart has helped thousands of hospitality owners generate millions in additional revenue through iBooked.Online. He also leads the Accommodation Professionals Network, a vibrant community of over 2,500 professionals sharing industry insights.

In 2023, Bart led the ground-breaking 5-Day AI Challenge, educating hosts on leveraging AI to boost direct bookings. His influence spans the globe with speaking engagements at prestigious events like ASTRA Conference, The Book Direct Show, Vintory Mastermind, and No Vacancy.

This year, Bart is touring Australia, presenting at key conferences, and sharing his knowledge on industry podcasts. Tune in to discover how you can elevate your direct bookings and thrive in the competitive tourism landscape! 🌏✨

In this episode, we delve into the captivating journey of Steve Jeffares, a filmmaker turned craft beer pioneer. Steve's story begins with a pivotal moment in 2000, when he experienced a beer revelation while living in Los Angeles. Upon returning to Melbourne, he, along with Guy Greenstone and Justin Joiner, co-founded The Local Taphouse in Melbourne and Sydney. These pubs not only introduced Australians to a new level of craft beer appreciation but also laid the foundation for what would later become the renowned GABS festival (Great Australian Beer SpecTAPular).

From these humble beginnings, GABS has evolved into Australasia's premier beer festival, attracting over 55,000 enthusiasts annually across Melbourne, Sydney, Brisbane, and Auckland. Inspired by a year in New York City, Steve ventured into brewing, co-founding Stomping Ground Brewing Co in 2016. With its popular Beer Halls, Stomping Ground has revitalised Collingwood as a hub for independent brewing, harking back to the suburb's rich brewing history.

In this episode, we explore Steve Jeffares' journey from filmmaker to beer visionary, tracing the evolution of craft beer culture in Australia and the impact of initiatives like The Local Taphouse and GABS festival. Join us as we raise a glass to the spirit of innovation and community that defines Stomping Ground Brewing Co and its quest to make great beer accessible to all.

Welcome to this exciting episode of our podcast where we delve into the vibrant world of Sydney's specialty coffee and hospitality scene with Alex Williams, a seasoned entrepreneur and co-founder of three renowned retail brands: The Commune Project, Dachshund Coffee, and Anvil Coffee Co. With over fourteen years of experience, Alex recounts his entrepreneurial journey, starting with the launch of Anvil Coffee Co on Kirribilli Wharf in 2013, which quickly gained recognition for its inspiring location and exceptional service. He discusses the philosophy and values that drive his brands, focusing on sustainability, inclusivity, and high-quality products that resonate deeply with his community.

In this engaging conversation, Alex reveals five key strategies for enhancing customer interactions, transforming everyday transactions into meaningful relationships. These insights are a testament to the foundational belief of Dachshund Coffee—that relationships, not mere transactions, are essential in connecting with others. The episode also highlights how Alex’s ventures, including The Commune Project, integrate their mission into every aspect of their operation, from menu design to community engagement, fostering a culture of sustainability and inclusiveness.

Listeners will also learn about the notable achievements and media recognition that Alex's cafes have received, such as winning The Daily Telegraph's and Urban List Sydney's best coffee awards. This recognition has helped cement his businesses as top destinations for coffee lovers and those seeking a dog-friendly cafe experience. Tune in for a dose of inspiration and discover how intentional business practices can lead to success in the competitive hospitality industry, all from one of Sydney’s leading entrepreneurs.

Once a high-flying chef in the world’s most prestigious kitchens, Jose Chavez has swapped his chef’s hat for the digital cap of SEO and blog growth mastery. With 15 years of stirring sauces and seasoning steaks in hatted establishments like Jacques Reymond and on shows such as MasterChef, Jose’s transition from kitchen to keyboard is nothing short of remarkable. Imagine cooking for culinary legends like Heston Blumenthal and Marco Pierre White – now he's using that precision and creativity to enhance digital dining experiences!

In this not-to-be-missed episode, we dive deep into Jose’s thrilling culinary adventures, including the times he impressed Heston Blumenthal not once, but twice. Discover how his passion for gastronomy and knack for storytelling are now fuelling his current venture, Digital Chef, where he crafts SEO-optimised blog posts that skyrocket online visibility for the hospitality industry.

Hear about his journey from high-level culinary arts to founding Digital Chef, a hub for robust social media strategies, influencer marketing, and mouth-watering menu consulting. Learn how Jose’s innovative SEO tactics and web design expertise are revolutionising digital marketing, making it a one-stop solution for dynamic online engagement.

Whether you're a food enthusiast, a budding chef, or a digital marketing professional, this episode offers valuable insights into balancing a passionate career with family life, and mastering the art of visibility in the digital age. Get ready to be inspired by Jose’s story of transformation and his strategic approach to driving organic traffic and enhancing Google rankings for the hospitality sector.

Richard Jeffares' journey from craft beer enthusiast to gluten-free brewery pioneer is a tale of passion, resilience, and innovation. Diagnosed with Coeliac Disease in 2015, Jeffares faced the stark reality of a gluten-free diet, stripping him of the craft beer diversity he cherished in Australia. This seemed to mark the end of his craft beer adventures with friends, until a 2017 American road trip unveiled a surprising discovery: breweries producing gluten-free beer that rivalled, and sometimes surpassed, traditional offerings.

Motivated by this revelation, Jeffares founded TWØBAYS Brewing Co in 2018, revolutionising the gluten-free beer scene in Australia. TWØBAYS now offers a wide range of delicious, gluten-free craft beers, accessible nationwide in bottle shops, venues, and at its dedicated Mornington Peninsula Brewery.

We chat about all things brewing and the impact that Gluten Free Beer is having on the market as it is offered at major sporting arenas, including the MCG and complements menus in many fine dining establishments to ensure that all guests are catered for and included.

In this episode, I delve into the intricacies of building businesses, navigating through evolutions, fostering innovative ideas, and leveraging corporate world experiences with none other than Jess McDonald. With a remarkable 25-year journey in retail that has taken her across the globe—from Japan to Australia and Europe to New Zealand—Jess stands as a testament to what it means to be a global business dynamo. As the visionary founder of Agents of Innovation, a boutique business coaching and consultancy firm, and High Tees, an ethical fashion social enterprise, Jess embodies the spirit of entrepreneurship and strategic investment. Her role as a Director, in her family's investment company further accentuates her business acumen and investment savvy.

Jess's conversation with me not only highlights her extensive career but also her unique approach to business. Her journey from the shop floor to the boardroom illustrates her unparalleled expertise and adaptive strategies in the face of change. Engaging with Jess offers an amalgamation of fun, creativity, and effective problem-solving, all while emphasising tangible outcomes. Our discussion also covers the essence of drawing on experiences from the corporate realm to fuel entrepreneurial ventures, making this episode a must-listen for anyone looking to navigate the complex yet rewarding world of business building and innovation.

In this engaging episode, we dive into the world of Competitive Socialising, a concept that redefines the balance between work and leisure. Join us as we uncover the story of Sportsplus, a groundbreaking idea born out of a simple frustration with golf, which has since transformed into a thriving business in Australia. Whether you're a staunch non-competitor or someone who thrives in competitive environments, this story of innovation and fun is bound to captivate you.

Discover how turning common leisure activities into a competitive yet social event can change the way you think about playtime with family, friends, and even business colleagues. This episode is more than just a tale of business success; it's a reminder that joy, engagement, and friendly competition can be found in the most unexpected places. Tune in to get inspired, and perhaps you'll find yourself eager to join the world of Competitive Socialising after this!

In this episode, I delve into the essence of customer service and how it is so much more than mere efficiency and that it is all about unforgettable experiences. Reflecting on my recent travels across the east coast of Australia, where I've been training frontline teams and nurturing leadership development, I've observed the remarkable dedication and service levels exhibited by individuals in various establishments. Amidst this exploration, a fundamental truth emerges: while skills can be trained, attitudes are deeply rooted and often resistant to change unless nurtured authentically.

I've always emphasised the importance of connecting with employees beyond the hierarchical boundaries of 'boss' to foster genuine commitment. Although outliers may exist, whose approach remains transactional despite guidance and training, the focus remains on cultivating exceptional teams whose collective performance delights customers consistently. Through analysing customer feedback and reviews, certain patterns emerge, highlighting the key elements that contribute to exceptional service. These insights illuminate six fundamental pillars that underpin the guest experience, providing a roadmap for enhancing service excellence and fostering lasting customer relationships. Join me as I share these pillars and chat about how we can all go about crafting memorable experiences for every customer.

🎧 Tune in to the latest episode of The Michelle Pascoe Hospitality Podcast! 🌟 In this week’s episode, I take the guest seat to share my invaluable insights and experiences gained over three decades dedicated to the customer experience. Prepare to be inspired as I dive deep into the customers' insatiable quest for the most unforgettable moments. Joining Michelle as the host is the remarkable Yanique Grant, founder of the highly acclaimed Navigating the Customer Experience Podcast. Together, they uncover the challenges faced by the service industry and provide invaluable global perspectives on the matter. Discover how my own proprietary software program OARS has become a renowned "mystery shopping" program helping my clients elevate their businesses in both scale and service. Gain valuable knowledge about the significance of having dedicated employees who ensure that every customer's experience is balanced between objectivity and subjectivity. But that's not all – buckle up as I delve into the importance of active listening, proactive engagement, and the ability to empathise with customers, especially during tense moments such as handling complaints. Remember, behind every customer interaction lies a real person with genuine emotions. Prepare to be inspired, informed, and empowered by this episode filled with wisdom and actionable strategies. So, grab your headphones and get ready to embark on an unforgettable journey into the world of hospitality and customer experience. Click the link below to listen and share this incredible episode of The Michelle Pascoe Hospitality Podcast. Get ready to become a master in creating unforgettable moments for your customers. Happy listening! 🎙️✨

https://yaniquegrant.com/podcasts/

In this week’s episode my guest is an extraordinary woman shaping the business landscape. We unravel the remarkable journey of Jules, founder of Handle Your Own PR, She’s The Boss Group, and Australian Women Speakers. With over a decade of teaching small business owners the art of securing free publicity, Jules initiated the She’s The Boss group during the pandemic in 2020, becoming a hub for online and offline events for female founders. Explore the She’s The Boss Chats podcast, the She’s The Boss YouTube channel featuring successful women in business globally, and a digital magazine called Maggie. Jules, a force to be reckoned with, has recently embarked on a Livestream video show in 2024.

Through the interview we chat about her course and mentoring service, "How to Become a Woman of Influence," where she imparts a comprehensive strategy encompassing LinkedIn, Networking, Podcasting, Speaking, Awards, PR, and Online Courses. In late 2023, fuelled by the realisation that only 30% of speakers are women, Jules founded the Australian Women Speakers group on LinkedIn and Facebook, with a directory launching very soon.

Jules is on a mission to make women more visible, with a particular focus on businesswomen over 45. Join us in this episode as we explore the inspiring story of Jules and her relentless efforts to showcase the incredible women changing the world through their businesses.

https://shesthebossgroup.com/

https://www.handleyourownpr.com.au/home

Podcast: https://shesthebossgroup.com/chats/

Welcome to a heartwarming episode. In today's edition, we delve into the incredible impact that Learning Links has on children facing learning difficulties. Don, my guest, walks us through the remarkable work done by this organisation, highlighting their mission to help thousands of children not only learn to read but also to build confidence and overcome the challenges of learning.

In the 2021-22 period alone, Learning Links touched the lives of 4,738 children, 3,477 families, 115 schools, and 3,470 professionals, offering crucial support to those with additional needs. Don shares beautiful stories, including his own personal journey in the classroom, supporting a young boy on the path to reading success. Moreover, we hear of a volunteer who once benefited from the program as a young girl, illustrating the lasting and positive impact Learning Links has had on her life. Tune in as we explore the synergy between Learning Links and Registered Clubs in NSW, united by the common goal of helping children make measurable gains in literacy and numeracy, building confidence and meaningful engagement in the classroom. Don't miss this episode filled with heartwarming tales of transformation and the incredible power of education.

https://www.learninglinks.org.au/

In this episode I interview Michael McQueen, multi-award winning speaker, change strategist and best selling author of 10 books, sharing insights into his recent book Mindstuck - Mastering the Art of Changing Minds.

Mindstuck is a wonderful book blending straight talk and neuroscience. Having spent the past two decades helping Fortune 500 brands and leaders embrace the changes they'd rather fight or ignore, Michael McQueen understands what it takes to change even the most stubborn minds.

Whether you are a leader trying to help your team keep pace in changing times, a businessperson who needs a potential partner to see your value proposition or a parent who wants to get your teenager away from their screen, this book will show you how to persuade even the most mindstuck people in the world.

Listen to Michael unpack Mindstuck, his must-read guide to persuading even the most stubborn and strong-willed individuals.

https://michaelmcqueen.net/store

Dive into a world of visionary leadership and sustainable innovation in this week's episode of my podcast! Meet Vanessa Cullen, a seasoned professional with two decades of management expertise as the Founder and Principal of Forward Thinking Design & FTD Circular. Vanessa, a trailblazer in the industry, guides us through her inspiring journey as a B Corporation and Certified Social Enterprise leader specialising in transforming clubs, hospitality, and charity organisations. Armed with a Bachelor of Design (Hons, UNSW) and a wealth of post-graduate qualifications, Vanessa's commitment to eliminating waste extends beyond the physical realm to wasted potential and resources.

Join me as Vanessa shares her mission to revolutionise the way we view and utilise space, drawing on her multifaceted skills in business, brand development, circular economy, and consumer advocacy. Discover how she seamlessly intertwines creativity and expertise to craft solutions that are not only locally focused and sustainable but also inclusive, profitable, and enduring. Vanessa's dedication to mentorship and innovation shines through as she empowers us all to contribute to a better world.

In this episode, Vanessa challenges businesses to rethink their spaces, emphasising the critical connection between sustainability, place, and people. Explore the transformative concepts of repurposing, reusing, and recycling, as she encourages a holistic approach to building a brighter and more responsible future.

Don't miss out on this captivating conversation with Vanessa Cullen, where every insight leaves you inspired to embrace your best self for a more sustainable and harmonious world. Tune in now and be part of the change!

https://forwardthinkingdesign.com.au/

Welcome to a special episode of "Leading the Talent Charge." Today, we're diving into the core strategies that will empower you to attract, recruit, and train top-notch talent in 2024. We're cutting through the complexities and focusing on three key pillars: Communication, Change, and Connection. Learn effective communication techniques that streamline your recruitment process, embrace change as a catalyst for growth, and foster genuine connections that make your team thrive. Whether you're a seasoned HR professional or a business leader looking to enhance your workforce, these practical strategies will equip you to navigate the evolving landscape of talent management. Get ready to lead with impact – this is "Leading the Talent Charge: Strategies for Attracting, Recruiting, and Training Staff in 2024."

Emma Duxbury, the visionary CEO of ED Media Management, stands at the forefront of revolutionising marketing and communications within the dynamic realm of the hospitality industry. As a seasoned leader, Emma has successfully steered her boutique agency to new heights, emphasising the crucial intersection of corporate communications and social media strategy. With a keen understanding of the ever-evolving digital landscape, Emma has orchestrated a remarkable online presence for her clients, leveraging the power of various social media platforms to amplify their brand stories. Her innovative approach extends beyond traditional marketing, embracing the dynamic nature of online interactions to foster meaningful connections with the audience.

With an unwavering commitment to excellence, Emma Duxbury continues to shape the narrative of her clients in the hospitality sector, proving that in the digital era, effective communication is not just a necessity but a powerful tool for sustainable success.

https://edmediamanagement.com.au/

"If we follow the fun we find our purpose" (Laurel) AI, Metaverse, vigiliance, transformation, personal experiences and human connection. This podcast has it all.

Laurel Papworth is a global AI consultant and workshop facilitator with a focus on generative AI (ChatGPT) through licensing her course, “AI Is My CoPilot,” at the Australian Institute of Management. Since 2008, she’s taught diverse AI subjects, including behavioural, semantic and computer vision AI. A pioneer in virtual currencies and Play-to-Earn fitness, she patented decentralised currency three years before Bitcoin. Named by Forbes as a Top 50 influencer in online communities, Laurel has consulted for the Malaysian Government, Singapore Departments, Parliament House Australia, Sony, and various banks. She has over 22,000 students and decades of teaching at various Australian universities. Laurel hosts the “Alchemy of Innovation” podcast and enjoys MMORPGs like World of Warcraft in her free time.

The use of AI and the Metaverse in your Hospitality venue, truly transformational.

https://laurelpapworth.com/

In this episode I share with you my experience on the Disney Wonder and why the three observations I took away are key for every organisation to be successful in 2024.

In this episode, I sit down with the visionary chef and founder, Eilish Maloney. Join us as we delve into her thrilling ten-year global odyssey—from the bustling kitchens of London to the picturesque landscapes of Italy, Sweden, and South Africa. Eilish's journey comes full circle as she returns to her roots in the Southern Highlands of New South Wales, where she planted the seeds of The What If Society in 2020.

Discover the magic behind The Studio in Moss Vale, an open-plan eatery with a commitment to zero waste and a unique approach to whole butchery. Eilish shares the philosophy that drives The What If Society: "Work with nature, not against it." Learn how this culinary cooperative is reshaping the narrative around sustainable living, from its local impact to the global ripple effect.

But that's not all! Eilish takes us behind the scenes of the recent expansion with "The Exchange" in Burrawang, revealing gardens, masterclass events, and the community-driven ethos shaping the future. Stay tuned for exciting announcements, exclusive events, and a sneak peek into a new "place" on the west coast.

Are you ready to be inspired, educated, and tantalised by the world of culinary possibilities? Click now to join Eilish Maloney on this culinary journey. Don't miss out on this feast for the senses and a glimpse into a future where sustainable living is not just a choice but a way of life.

To learn more, sign up for the Newsletter go to https://www.thewhatifsociety.com/

Tis the season for jingling bells, bustling malls, and the merry chaos of year-end projects in the hospitality industry! Join me as I guide you through the festive whirlwind, offering five indispensable tips to keep your sanity intact and lead your team to victory as we wrap up 2023.

From maintaining composure and spreading Christmas cheer to engaging customers and implementing time management strategies, we've got your hospitality hustle covered. Learn how connecting with your team and expressing gratitude can create a well-oiled venue, ensuring a professionally fulfilling end to the year.

Unlock the Power of Leadership with Christie, the Trailblazing Chief People & Culture Officer of the Aristocrat Group and Co-Chair of the International Sub-Committee for Global Gaming Women (GGW).

Get ready to enjoy an inspiring journey as I sit down with Christie Roser, who is a powerhouse in the gaming industry. For several years, she served as the Chair of Women In Gaming & Hospitality Australasia, playing a pivotal role in bringing the GGW brand to Australia & New Zealand. Her tireless efforts have significantly advanced the careers of women across the gaming spectrum.

But that's not all! Christie wears multiple hats as the Deputy Chairperson of the Board of Central NSW Business HQ (BizHQ). Her dedication is evident in her efforts to foster thriving regional communities through the support and promotion of small businesses. In her remarkable journey, Christie became a catalyst for change at BizHQ, leading the appointment of the first female CEO in the company's 30+ year history.

Recently, Christie achieved another milestone as the first female Board member of Windsor Income Protection. Specialising in Group Insurance, they create comprehensive insurance solutions and boast a stellar claims management team, making them the preferred partner for their clients.

And here's the kicker – did I mention that Christie listens to podcasts while manoeuvring her sit-down mower in the countryside? She's not just breaking barriers in the boardroom but also defying norms when it comes to podcast listening habits.

Christie is passionate about using her platforms and voice to break down barriers, allowing others to make their best contributions without facing roadblocks and red tape. Join us as she shares insights, experiences, and maybe a few stories from her sit-down mower adventures!

Don't miss this opportunity to learn from a leader who not only shatters glass ceilings but does so with grace and determination.

In this episode, we embark on a culinary odyssey through the career of Ant Power, a seasoned chef and influential figure in the hospitality industry. From his early days in top restaurants globally to co-founding Michelin Bib Gourmand awarded Pilgrim Restaurant, we explore the intersections of culinary innovation and cultural influence. Ant's journey takes a compelling turn as we delve into his integral role at the Movember Foundation, where he played a key part in transforming a pub idea into a global movement, raising over AU$1.8 billion for men's health. Throughout the episode, we weave a narrative that emphasises the intrinsic link between sustainability, extraordinary dining experiences, and the impact of Movember's mission on global culture.

The theme of solidarity among men in the hospitality industry takes centre stage. Building on Ant's ongoing involvement with the Movember Foundation, we dive into the unique challenges faced by men in the profession. This episode explores Movember's role in fostering open conversations about men's health, emphasising the significance of building a supportive community within the industry. Listeners are encouraged to engage in a dialogue about men's health, mental well-being, and the potential for positive change through shared experiences and camaraderie within the hospitality profession.

We peel back the curtain to reveal the behind-the-scenes dynamics of Ant's recent leadership roles in Melbourne's iconic restaurants and his co-founding of Root + Bone Magazine. We discuss the challenges and rewards of managing operations in the competitive hospitality scene, highlighting the delicate balance between creativity, operational excellence, and customer satisfaction. Root + Bone Magazine's impact on the industry is illuminated, showcasing its 'rock 'n roll' perspective on food and drink culture. The episode concludes by celebrating Ant's passion for bringing people together, revealing the heart of hospitality lies not just in culinary artistry but in the creation of extraordinary moments that leave a lasting impact on those who partake in them.

There's still time to donate to Movember. Changing the face of Men's Mental Health globally https://au.movember.com/donate

Welcome to this week's episode where I delve into the dynamic and endlessly creative world of hospitality with the incomparable Jeremy Blackmore. Renowned for redefining the limits of what's possible in the industry, Jeremy's career is a testament to relentless creativity and an insatiable thirst for knowledge.

In this episode, we peel back the layers of Jeremy's journey—inspired by the rich tapestry of a multicultural city and fuelled by deep dives into art, design, history, and academia. As the co-founder of MUCHO, Jeremy shares the fascinating backstory of the venture, from the early days of Mucho Aloha, navigating the highs and lows, to the evolution that brought us to the present day.

Their belief in an earnest and inspired future of hospitality takes centre stage as we explore the ethos of MUCHO. It's not just about making fantastic drinks; it's about serving them incredibly, with a genuine connection to people and an unwavering commitment to pushing past the ordinary. Join me in this spirited conversation with Jeremy Blackmore, where we go beyond the surface and embrace the extraordinary.

Step into the extraordinary journey of self-discovery and resilience with Brad Smith, Director of Marketing & Brand for the RSL & Services Clubs Association, as he unveils the transformative experience of trekking the iconic Kokoda Trail. In this compelling podcast, Brad shares the gripping tales of the Kokoda Youth Leadership Challenge, a program supported by local RSL Clubs.

As participants navigate the rugged terrain, they not only push their physical and mental boundaries but also cultivate unwavering commitment, forge lifelong friendships, and gain profound insights into the challenges faced by veterans during World War II in Papua New Guinea. Join us as we delve into the heart of this challenging adventure that goes beyond the trail, shaping leaders and fostering a deep understanding of history and camaraderie.

Welcome to this week’s podcast, where we delve into the heartbeat of the hospitality industry, unravelling its intricacies and unearthing the stories that breathe life into this dynamic world. In this special episode, we reunite with the wonderful Douglas Kirkham, (my first podcast guest in 2018) a living legend with four decades of enriching experience within the hospitality landscape of Australia and the South Pacific.

Prepare to be inspired as we explore the depths of his journey, laced with unwavering dedication and an unyielding commitment to serving his community.

Join us as we uncover the defining moments that shaped Douglas’s exceptional career, from overcoming industry challenges and embracing diverse leadership roles to fostering an inclusive workplace culture that thrives on the richness of community diversity. With his profound insights into the ever-evolving realm of hospitality, we'll glean timeless wisdom on effective leadership, the transformative power of mentorship, and the relentless pursuit of creating extraordinary workplace environments, all driven by a deep-seated "Service to Community" ethos.

Through engaging anecdotes and lessons learned, this episode promises to ignite your passion for excellence and invigorate your approach to the dynamic world of hospitality. Tune in to and embark on a journey of inspiration and enlightenment, as we uncover the essence of true hospitality with the incomparable Douglas Kirkham.

Join me from a very special place in this special 200th episode celebration as I express my heartfelt gratitude to the incredible guests from the hospitality industry who have appeared on the podcast sharing their invaluable insights and experiences. I also extend my appreciation to the extraordinary experts from various other fields who have generously shared their wisdom and expertise, enriching our discussions beyond the realm of hospitality. This milestone episode is a tribute to the diverse voices that have contributed to our journey, shaping our understanding together.

Delve into the insightful discussion on my latest podcast episode featuring the renowned building and interior design duo from McRae & Lynch. Join me as they unfold their inspiring journey, from their chance encounter on their inaugural day at university to the establishment of their thriving business, which has now spanned over three decades.

Distinguished by their unwavering commitment to excellence, accountability, and sustainable design practices, they share their passion for crafting tailored and distinctive interiors for a diverse clientele. From residential homes to expansive cruise liners and bustling commercial enterprises, they highlight their ongoing project, the highly anticipated refurbishment at Bondi RSL, showcasing their dedication to transforming spaces with a harmonious blend of creativity and practicality.

Beyond conventional design processes, they reveal their unique strategy of curating immersive experiences through carefully selected elements, reflecting the distinctive essence of each individual or organisation. Join us as we uncover the remarkable synergy of innovation, functionality, and personalised craftsmanship that defines the legacy of McRae & Lynch.

Grab your Fee Style Foundations Guide – Elevating Your Design Project https://www.mcraeandlynch.com.au/style-foundations-guide-optin

Welcome to this week's episode as we gear up for the festive season and the imminent transition into the new year. With only 68 days left until Christmas and the start of 2024, many businesses, particularly in the hospitality and tourism sectors, are bracing themselves for the surge in demand during the bustling summer months. In this high-stakes environment, the challenge of recruiting and retaining a dynamic workforce, ranging from fresh-faced school leavers to globe-trotting backpackers, has never been more critical. However, the traditional practices of demanding round-the-clock availability, especially on weekends and holidays, are facing an urgent need for a transformation in order to align with the expectations of the contemporary workforce, particularly the vibrant and adaptable Gen Z employees.

I share my thoughts. Enjoy. Go to https://www.michellepascoe.com/frontlinetrainingprograms

In this episode, I sit down with Jen Bicknell, a seasoned employment lawyer with over 30 years of experience. Jen's career took an inspiring turn eight years ago when she decided to shift her focus from big global law firms to a unique mission – preventing workplace disputes through the power of difficult conversations. While her firm handles traditional employment law services like contracts and policies, Jen's true passion lies in equipping business owners, managers, and employees with the tools to navigate the emotional and legal aspects of the workplace. She emphasises that these difficult conversations are not problems but opportunities for improved communication and enhanced relationships.

Join me as I delve into Jen's remarkable journey and learn how her approach is transforming workplaces, one conversation at a time.

Join us on a journey that started with three friends who spotted a gap in the hospitality universe and decided to fill it with passion, creativity, and a whole lot of heart. Meet Clayton Ries, one of the Directors, juggling roles from business operations to marketing to financial wizardry. He's the director with a knack for turning dreams into reality.

But that's just the beginning! Enter Colin Fassnidge, the Irish-Australian culinary genius, author, and TV sensation. You might know him from My Kitchen Rules, where he's been the charismatic judge since 2013. And guess what? He's just about to rock the grand finale of the latest season!

Now, picture this: Three buddies with a world of experience in events, entertainment, arts, and hospitality coming together with a vision. That vision? To bring electrifying, unforgettable social experiences to communities that have been yearning for a taste of the good life outside the city lights. Thus, Social Colin, the hospitality management and consultancy wonder, was born!

What's the secret sauce, you ask? It's all about creating social hubs that weave quality produce with a sprinkle of that legendary hospitality magic. It's about crafting authentic, warm, and downright honest experiences that'll make you feel right at home.

But here's the twist – Social Colin isn't your average hospitality player. They've got a superpower: listening. They delve deep into demographics and tap into the heartbeats of local communities to cook up the perfect recipe for success.

And speaking of success, there's "The Castlereagh by Fassnidge" at The Castlereagh, part of the City Tattersalls Group, brought to you by Social Colin, and it's setting the town on fire! It’s not just a place to eat; it's a culinary journey you won't want to miss.

So, if you're hungry for inspiration, eager to explore the world of hospitality, or simply craving some good vibes, tune in to "Social Colin: Where Hospitality Meets Heart." Get ready to discover the secrets of building a business that not only thrives but also paves the way for lasting greatness.

To learn more go to: https://www.byfassnidge.com/events

https://thecastlereaghclub.com.au/

In this engaging podcast episode, I have a conversation with Cat Coathup, one-third of a dynamic trio who've shared a lifelong friendship since childhood. Together, they made the bold decision to depart from their corporate careers and embark on a remarkable journey of fulfilling their dream by establishing their own Gin Distillery. Their venture is nestled in the picturesque small town of Pambula, situated on the far south coast of New South Wales.

Cat provides insights into the meticulous research and unwavering patience that spanned two years, a prelude to the momentous day when they opened the distillery's doors. In just a few short months, their dedication bore fruit as they earned multiple prestigious awards for their Nine Circles Distillery Signature Gin and an exquisite Pink Gin.

Notably, their commitment extends beyond their craft; they actively support local small businesses, propelling their enterprise to national recognition. They've even made waves on the international stage, captivating the attention of cruise liners that dock in Eden as they proudly showcase their Gin to travellers from around the world.

What's remarkable is their approach to marketing—eschewing social media, they have chosen to attend numerous events and markets, tirelessly spreading the word about their Gin and the soon-to-come Whisky. Their story is a testament to dedication, connection, and unwavering commitment.

As their Cellar Door prepares to open later this year, Nine Circles Distillery is unquestionably a business worth keeping a close eye on. And, of course, tasting their exquisite Gin is an experience not to be missed.

Join me on this exciting episode as I take you on a virtual trip to the stunning Southwest of Western Australia, where we explore the breathtaking landscapes, thrilling adventures, and most importantly, the exceptional hospitality that made this journey truly unforgettable.

Whether you're planning your own trip or simply seeking inspiration for your next adventure, this episode will shed light on the power of dedicated frontline team members who transform a simple trip into an extraordinary experience.

We must recognise the crucial role that leadership development plays in shaping exceptional frontline team members. Behind every outstanding service experience are leaders who invest in their teams, nurture their talents, and set the stage for success.

Investing in leadership development, like the Middle Management Movement program, is not just a key to business growth; it's the secret sauce for ensuring customer happiness. Don't miss your chance to be part of this transformative journey.

"I'm thrilled to announce that doors are now open to book the last two remaining intakes for the Middle Management Movement program in 2023. Additionally, there will be just six slots available in the first quarter of 2024. This is a unique opportunity to invest in your organisation's future success and create a culture of excellence."

To learn more about Middle Management Movement go to https://www.michellepascoe.com/middlemanagementmovementprogram

Welcome to our third episode of Women in Hospitality Leadership, where we delve into the experiences, wisdom, and achievements of remarkable leaders. Today, I have a truly exceptional guest joining us, Ms Andy Abey, Group Chief Operating Officer – CHRG (Castle Hill RSL Group) a seasoned leader with a remarkable 25-year track record of success spanning both Australia and the Middle East.

In this episode, I sit down with Andy where she shares her wealth of experience that has shaped her journey as a leader. With her impressive tenure in leadership roles, we'll explore the insights she's gathered along the way.

We'll delve into the milestones and pivotal moments that have contributed to her outstanding record of achievement.

For my listeners aspiring to become influential leaders, Andy will provide valuable advice and actionable insights drawn from her extensive leadership journey.

Join us for this insightful conversation as we uncover the leadership insights and lessons learned by Andy during her impressive 25-year career. Whether you're a seasoned leader or just starting your leadership journey, there's something here for everyone. So, let's dive in and gain valuable wisdom from one of the best in the field.

https://www.michellepascoe.com/futureproofingwebinar.com

In this episode, we delve into the inspiring journey of a remarkable woman who has not only shattered the glass ceiling but has done so in two dynamic and traditionally male-dominated industries: hospitality and gaming. Our guest, Sandy Thefs, is a trailblazer, an advocate for diversity, and a master of balancing the demands of leadership with a fulfilling personal life. Join us as we uncover her story and the invaluable insights, she shares on achieving balance in high-stakes careers.

Throughout this episode, Sandy reflects on her path to leadership, highlighting the unique challenges and opportunities she encountered in the hospitality and gaming realms. Her experience offers a compelling narrative of resilience, mentorship, and a dedication to fostering diversity and inclusion. As we explore her remarkable journey, we also dive into the concept of minimalism and financial wisdom, discovering how these principles have played a pivotal role in her ability to maintain equilibrium between her professional and personal life.

Whether you're an aspiring leader, a gaming enthusiast, or simply seeking inspiration on balancing career and life, this episode will leave you with valuable takeaways and a renewed perspective on what it means to lead with grace and determination in two thriving industries.

Webinar: 20th September - 1.00pm - Future Proofing Hospitality: Developing Leaders to Thrive in Tomorrow's Industry. Register at https://www.michellepascoe.com/futureproofingwebinar.com

In this episode I chat with Janet Muir CEO - RSL LifeCare, a leader in veteran services and aged care across NSW and the ACT.

Providing veterans and their families veteran-centric support and well being programs. For many it is not an easy journey transitioning out of service to civilian life. From aged care villages, Wellness Centres, Employment Assistance, RPL in University courses and the Spur Equine program, Janet shares how RSL LifeCare helps so many.

The word still needs to get out to veterans and their families that this service exists and how to connect.

To learn more about RSL LifeCare go to https://rsllifecare.org.au/

Join us in this episode as we unravel the enchanting world of decor's influence on the hospitality experience, guided by Tara Solberg, founder of Few and Far and Indigo Love. Explore the psychology of design, the allure of statement pieces, and the fusion of timeless elegance with innovative trends. Discover how decor shapes emotions, narratives, and sustainability in hospitality, offering a new lens through which to view the spaces we inhabit.

No one ever said Change was easy but without change you and your organisation will fall behind your competitors.

In this episode I share 5 tips on successfully implementing change in your organisation.

Check out Middle Management Movement an online leadership development program that is values based and driven by intentional leadership created by me after close on three 3 decades working with many venues where change has occured and how it has been handled by individuals and teams.

Welcome to this week's podcast episode, where it's just me sharing my thoughts and recent experiences about how organisations expect things to go versus how things actually happen on the ground. Ever wonder why there's sometimes a gap between what leaders want and what actually takes place? Are leaders really clear about what they want from their team and how they want guests to feel, or is everyone left to figure it out on their own?

In this episode, we're going to dig into this topic. We'll talk about why things don't always match up, and we'll explore whether leaders are doing a good job explaining their plans to the team or if there's a bit of confusion in the mix. Join me as we unravel the mystery of expectations and experiences in the world of organisations.

Strolling through the many aisles of the National Restaurant Association trade show in Chicago this year, we came across a stand that displayed kitchen technology that absolutely amazed me. After a demonstration I wished I could have one in my kitchen to help me cook!

In this episode I interview Mark Caplin from Alto-Shaam sharing his journey of more than 46 years as a chef in the UK and Australia before changing careers and becoming Regional Sales Manager for Australia, New Zealand and the Pacific Islands.

“Alto-Shaam is recognised as a true family business that delivers the very highest level of support and service to its customers. Its complete range of kitchen equipment solutions are designed to deliver the greatest flexibility and cooking performance, and I look forward to helping partners and customers across Australia, New Zealand and the Pacific’s understand how the benefits of these solutions can convert to profits.”

Toni Clarke (aka TC) is a phenomenal powerhouse woman in the hospitality industry. Toni delivers a blend of practical hands-on experience with extensive management expertise and a sound knowledge of successful hospitality operations having held positions ranging from Chef, Food and Beverage Manager, Operations Manager and General Manager in a diverse range of restaurants, hotels and Clubs.

Toni’s commitment to the industry ensures she remains in touch with the latest consumer trends in food and beverage and as a result is a frequent speaker at industry forums.

She is the co-founder of RT Hospitality Solutions providing a comprehensive range of management and advisory services to the hospitality industry.

Toni is also “tour guide” extraordinaire. I have had the privilege to travel to the USA several times with Toni as she heads up a wonderfully curated food and beverage tour for those in the hospitality industry co-ordinated with Jodie Tipping and her team from Total Travel Management. Each year the tour takes in the National Restaurant Association trade show in Chicago and then one or two other cities exploring back of house as well as dining at some amazing establishments. This year was no exception as we explored fine dining in Chicago and Nashville.

Toni shares her knowledge and wisdom in this podcast, her connections with community and the amazing work she does with other volunteers in New Zealand in providing food through Basket of Blessings.

If you know Toni you know this longer than usual podcast is worth listening to every single second.

Rebecca Saunders is a Business & Life Advisor for ambitious women wanting to do life and business unapologetically on their terms.

Building a 7 figure business, moving to the country and gathering a global community of women in The Champagne Lounge, has us discussing the use of AI, business growth, development, true connection with strangers and building their best lives.

Loneliness is the third biggest killer in first world countries after Heart and Cancer. Recent studies show that Gen Z were the loneliest generation with experts stating that we're in the middle of a loneliness epidemic. It only takes one person to make a connection, how are you and your organisation connecting and building a community?

Melissa Marsden is a Workplace Dynamics Strategist, reimagining work environments to drive high performing teams. Her unique Workplace Dynamics BlueprintTM guides organisations to create a magnetic workplace that attracts top tier talent by aligning the hearts, bodies and minds to create next level results.

In this episode Mel shares her COMUNiTI Methodology, the impact of the hybrid workplace and how she has spent over 20 years guiding organisations and professional services firms to navigate a new world of work.

This episode will have you thinking about how you and your team connect by utilising the space in the workplace and the dynamics of the environment.

Her expertise in designing truly magnetic workplaces has seen 90% of employees reporting increased Job Satisfaction and direct financial increases to their bottom line. How’s the Job Satisfaction in your organisation?

In this episode Joanna Steuart, Director of Marketing & Partnerships at Applejack Hospitality shares behind the scenes of the campaign “Create Your Dream”, how this came about using AI, selecting a winner and the execution of the pop-up restaurant in Sydney later this month for 7 days only.

The ethos of Applejack Hospitality is to lead the industry by delivering unique venues that bring people together, creating epic concepts and magic experiences. Joanna is dedicated to creating impactful and innovative marketing strategies to develop a strong and consistent premium brand identity, increase brand awareness, drive customer loyalty, and build a strong community.

Joanna is passionate about developing a positive and inclusive marketing culture to attract and retain great people who embrace the Applejack ethos of collaboration, community, creativity, and celebration.

The connection between the industry and AI is remarkable. Hear about the journey from conception to execution and all the steps in between.

Beating over 80,000 entries worldwide. John McFadden (who competed solo) has just returned from Bentonville, Arkansas taking out Final Table and the overall World Food Champion competing against the other 9 category winners and their teams of 3.

John is an accomplished Australian Chef, starting as a humble kitchen hand at the age of 12.

John shares how he prepared for this competition, his mindset, believing in himself, honing his skills and creativity. The connections he has made and the fulfilment of a dream come true. This is an amazing interview of courage and determination. Listen closely as John makes an important announcement (we have the scoop!)

Amanda Paul from Brand Injection shares with us her strategies and tips on the importance and impact of “Copywriting”, for start-ups to give them a head-start and established businesses a rebrand they need.

Her extensive B2B background in business marketing, client relationship and project management has seen her ride the waves with companies that were just beginning to those who grew so rapidly that their messaging couldn’t keep up.

Click on the link to take up Amanda's offer, especially for my listeners.

https://brandinjection.com.au/michellepascoe/

In Australia the hospitality industry is growing at a staggering 14% every year. Yet according to government statisticians, we will experience a 69% drop in workers across the tourism and hospitality industries, equating to over 123 000 jobs.

Too often the thought of recruiting Internationally is put in the too hard basket! In this episode I chat with Abigail Jones, CEO & Founder of You Solved, who holds a Post Graduate Diploma in Australian Migration Law & Practice and is a certified Migration Agent based on the Central Coast (NSW). Abigail has worked in the hospitality industry in the UK and Australia and knows first-hand the impact that the shortage of Chefs is having on our industry in the cities and regional areas.

International recruitment doesn’t have to be hard by knowing the facts. Abigail has provided a FAQ for questions you may have to making the pathway easier.

In Australia the hospitality industry is growing at a staggering 14% every year. Yet according to government statisticians, we will experience a 69% drop in workers across the tourism and hospitality industries, equating to over 123 000 jobs.

Too often the thought of recruiting Internationally is put in the too hard basket! In this episode I chat with Abigail Jones, CEO & Founder of You Solved, who holds a Post Graduate Diploma in Australian Migration Law & Practice and is a certified Migration Agent based on the Central Coast (NSW). Abigail has worked in the hospitality industry in the UK and Australia and knows first-hand the impact that the shortage of Chefs is having on our industry in the cities and regional areas.

International recruitment doesn’t have to be hard by knowing the facts. Abigail has provided a FAQ for questions you may have to making the pathway easier.

https://www.yousolved.com/faqs

Dining in the US is always fun. Big menus and big plates. Spending time in 3 states in the US over the past few weeks on a food tour has been interesting from the service, menu, decor and experience. If you know me I love food and taking photos, so this episode provides you the verbal experience while you will find my food photos by clicking the link so check them out. The presentation is what it is all about.

https://www.michellepascoe.com/food-tour-usa-2023

It's been 4 long years since I have walked the floors of this amazing trade show and I certainly wasn't disappointed. In this episode I will share with you trends, insights and experiences had at the trade show and restaurants across Chicago, Nashville and Austin.

Hearing Danny Meyer (Union Hospitality) and Pinky (Slutty Vegan) share their thoughts on the industry now, where it will be in 2030 and the mental health of those in the industry was very enlightening.

In this episode Naureen Ahmed who by the age of 10 had already lived in 4 different countries, shares with us her journey and why she is travelling around the globe bringing together women from all areas of hospitality. From a young age she knew she was going to be part of a multicultural environment and it was in hospitality that she found where she belonged.

After completing her hospitality management education in Switzerland, she moved to London where she worked in operations for a few years, which taught her the ins and outs of how a hotel functions. It was all about team collaboration to deliver a great guest experience.

Throughout her 15 year career in hospitality she has had the opportunity to meet with incredible women all around the world, which drove her to set up 'Inspiring Women in Hospitality' where she shares the incredible stories of women from this industry.

https://www.inspiringwomeninhospitality.com

Filipa Bellette is the co-founder of multi-award winning health practice Chris & Filly Functional Medicine. A PhD Scholar, clinical nutrionist and accredited in Functional Medicine, Filipa and her husband Chris have worked with over 2,000+ burned-out clients in the past combined 20+ years. In this episode Filipa shares her knowledge, ideas and resources to help you end Burn Out and live a fulfilled and healthy life.

Elia Donati is a passionate young entrepreneur who has a deep appreciation for his Italian heritage and the power of food to bring people together. Having spent the past nine years in Australia, he has blended his cultural background with his experiences to create a unique approach to food service and entertainment. Elia believes that food is not just about nourishment, but also about evoking emotions and creating memorable moments. He takes pride in using his culinary skills to create dishes that not only taste amazing, but also have a story to tell. Whether he is catering a small gathering or hosting a large event, Elia is committed to providing his guests with an unforgettable culinary experience that brings people together in a meaningful way.

In this episode Elia shares his journey starting a business in a foreign land, believing in himself and his life long dream to bring people together around the table through food.

Link for more info - https://cookingbond.com/

Kieran Flanagan helps you laugh while you learn to unlock your genius and discover how to "think different". Kieran is rated in the top 25 C-Suite Speakers and in this episode shares her journey building the business with her partner Dan Gregory, writing books, and the secrets of Behavioural Trends and Strategy.

Discover more: https://tbr.news/

Margot Smith shares her journey in the non-profit and corporate sector before taking on the roles as Company Secretary of the Veterans Benevolent Fund and CEO of the RSL & Services Clubs Association. Discussing veterans, stakeholders, members, guests, and those who work in our Clubs in NSW and their deep connection with the community. You may see your local RSL as just a building, but it is so much more. Get to know more about the association, the services that are available and how you can be part of a caring collective of people.

In this episode Stephen Hunt, Managing Director of Hunt Hospitality International shares his journey from a family business, building an empire, putting his team first through Covid, the importance of the customer journey and being named one of Australia's Top 10 Business Leaders of The Year. His latest book; Find Build Sell, published by Wiley is the foundation of how you can turn an underperforming business into a roaring success. Stephen is a private fund manager with over $100 million under management and has over 300 staff. Too learn more about Stephen after this episode you can connect with him on social media @officialstephenhunt

In this episode I chat with Laura Elkaslassy, aka the Profit Pioneer runs 4 successful businesses. She is a sought after Money Mentor, Trainer and a certified Profit First Professional.

Laura shares her 15 years experience in the financial services industry discussing the importance of financial literacy and the connetion between wealth and wellness.

If you think PROFIT is a dirty word then think again.

A challenge to embrace better sleeping habits and support veterans and their families. In the month of March.

The Veterans Benevolent Fund (the charitable arm of the RSL & Services Clubs Association) is launching the inaugural fundraising month ‘Snores for a Cause’, creating awareness for veteran wellbeing. Healthy sleep habits is an area that isn’t discussed enough in health and wellbeing circles but is gaining traction. The concept is to put a spotlight on veteran wellbeing, by asking participants in the month of March to log at least 8 hours a night of sleep.

Snores for a Cause is an opportunity to support Veteran wellbeing but also for self-improvement. It’s an initiative that’s accessible to all age groups and our hope is that participants see some positive changes in their lives.

Join up now. Solo or with family, friends or office mates. Become your teams "Captain Snooze".

www.snoresforacause.com.au

Anna Porter is the Principal of Suburbanite. As an accomplished valuer for almost 20 years, Anna has worked on many institutional portfolios with thousands of assets across various property sectors. She still enjoys working one on one with “Mum and Dad” investors, while rolling out the very first National Franchise Company in the property investment and buyer’s agent sector.

A regular on TV and national press, Anna regularly joins the team on Sunrise, Nova Radio, AusBiz and 2GB. Shared the stage with Mark Bouris and Andrew Morello as the property expert. Anna is a published author, “Whistleblower” and runs programs for companies like Caltex, Optus, Flight Centre and Cricket NSW.

Whether it’s working with McDonald’s choosing sites or working with Club’s and other organisations to diversify and utilise their properties, Anna is passionate about helping others and is an avid advocate for the property sector.

Take your business from Best Kept Secret to Household Name. Share the stories of your business, customers and team to build connections that will lead to increased business.

Liz Nable from Nable My Business has a passion for entrepreneurship and business. Originally a TV journalist, Liz spent 15 years working around the world, including 6 years in New York.

Now more than ever you need to take control of your media and PR. It's easier than you think.

In this episode I share with you the importance of story telling and my recent travel experiences where story telling both verbally and visually have created long lasting memories and a deep connection with the people and land.

Sharing stories with your team, members and guests connects each one of. The feeling of belonging. Stories are a part of being who we are. We all tell and share stories bringing us joy and a deeper understanding of who, what, where and why.

Fiona Keary founder of Style Liberation. She helps women 35+ to create a wardrobe full of outfits they love without starting from scratch through her in-person and virtual consultations, online program The Style Transformation and Super Styler membership.

Fiona shares with us it's not just about the look, it's how we feel inside. Wearing the right clothes gives us confidence. This episode is full of actionable tips and resources.

Jason Linke, at 28 is the CEO of North Bondi RSL Club. A Club steeped in history, respect and mate ship. Raised in beautiful Ulladulla, by his Dad and grandparents with his sister Pam, community and family have always been close to his heart.

His strong work ethic and values from his family has provided Jason the foundation over the past 10 years for his career. Starting out sharpening KENO pencils to today where he has a team of 60+ from all parts of the world coming together in one of Australia's most iconic landmarks, providing an amazing experience to all members and guests.

Jason shares his journey, passion for the industry and the connection with the community.

Twelve months ago, Arely Carrion took a sabbatical from Mounties to become a Domestic and Family Violence advocate, facilitating education and awareness programs across the Club industry. Arely has now returned to Mounties as Executive Manager Community, to build on and expand the current community initiatives already in place.

This allows Mounties an opportunity to do a deep dive and really focus on the social issues that are impacting the lives of their 200,000 members and communities across the ten clubs, and support those most in need.

In this episode Arely, shares her journey, the connections she has made and the impact of the programs and awareness.

Yvonne Shepherd is the Founder and CEO of Women's Fitness Adventures - Australia's premier hiking community for women.

Yvonne shares her love of hiking and connecting women globally through her online and in person hiking programs and adventures.

Not only is Women's Fitness Adventures changing women's lives through increased health and wellness, it is creating connections and community amongst women across the world.

Prue is a Grant Master – an accomplished grant writer who gained $49.8 million in grant funds for clients in six years. From $5,000 trailers to multi-million-dollar community-changing infrastructure, the grants helped businesses, community groups and non-profit organisations realise their big and little dreams.

With this achievement still settling in her slipstream she set a fresh direction in 2020 and founded the Grant Writing Academy. Unique in Australia’s grant industry it’s ‘Grantopia’ – everything you need for a relaxed grant journey; from easing the drag of grant-finding to creating a high-quality application so your grant application lands accurately in the ‘yes’ pile.

Paul Tory - CEO & founder of Foodbomb provides an insight into their modern online platform that has moved the antiquated ordering practices of supplies of the past to the 21st century.

Looking at the past two years challenges, the impact of staff shortages, the growth of suppliers and what lies ahead in 2023.

Jo Saunders is the LinkedIn Demystifier, helping people connect since the early 90's. In this episode Jo shares her knowledge and expertise on why you should be present and connected on LinkedIn. Personally I've been on LinkedIn for well over a decade and a Premium Member since 2013. I highly recommend you listen to this episode.

Sallianne Faulkner is the President of Ramsgate RSL, Director of Clubs NSW, Netball NSW, small business owner, farmer and the GM of Bayside Women's Shelter. In this episode Sallianne, shares her journey as someone who is committed to making an impact on their community, seeking to make her corner of the world a little better than how she found it.

In this episode I chat with Luke Richards, CEO of Culburra Bowling Club about setting boundaries. Why they are important to him and why he wants to share the difference that it has made to his work life and home life and how it can make a big difference to you.

Why do you need to have work emails on your phone or take calls after you leave? Start by analysing your daily routine especially at home and think do I need to make a change. Am I happy taking work home, does it have a positive impact? Does it lead to poor mental health? How does it impact on my team and the culture of the organisation?

Additional show notes can be found at michellepascoe.com

Jeremy Dakis, CEO of Bite Size Coffee Treats shares how his family business changed from cafes to creating biscuits from their kitchen in Bankstown to a nation wide company employing 35.

With strong family values they kept their business family together during Covid even though many of their hospitality clients closed overnight. They launched Bite Size Kids Appeal alongside Bite Size FUNraising helping over 100 organisations successfully raise funds for their initiatives whilst also raising funds for sick kids in Australia.

Listen to learn more about this amazing award winning biscuit that creates a memorable experience when served at over 1,000 businesses.

Celebrate International Coffee Day by supporting Youth Off The Streets (Father Chris Riley) with Cup of Kindness. Christina Roberts shares with us the story behind Cup of Kindness, who it helps and how you can support the very important work they do while enjoying your favourite hot beverage.

Natasha Hawker, MD of Employee Matters a leader in the Australian HR space, shares with us the Employee Value Proposition, Mental Health, War for Talent, How to Hire and Liability. We even came up with an amazing idea of a new group to recruit for the hospitality industry.

Natasha Hawker, MD of Employee Matters a leader in the Australian HR space, shares with us the Employee Value Proposition, Mental Health, War for Talent, How to Hire and Liability. We even came up with an amazing idea of a new group to recruit for the hospitality industry.

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 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.

Last week I attended the RSL Conference with Gus Worland as the opening Keynote speak and 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 IWD 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. Donate Now - Soldier On Ten Peaks Challenge

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.

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 year. Welcome to 2022.

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.

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.

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 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 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.

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.

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?

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 “working from home” as the new norm.

Our environment affects our state, and our state affects our behaviour, simple right!

Claire is the Number 1 Woman Customer Service Global Guru, her business and life are blended in providing her clients the tools to serve their customers with an experience that exceeds their expectations, building growth and their bottom line. Finding herself like many of us working from home she tapped into her long-time passion of Feng Shui and now works with clients around the world in creating an environment that they love to work in, making them feel good, while effectively using their space and materials while aligning the flow of energy with their own state and that’s the purpose of Feng Shui.

Website. https://www.claireboscqscott.com/business-feng-shui/

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 thrives on helping women prioritise their needs and gain confidence so they can stop worrying about “being enough” and start living life. It FEELS GOOD to be CONFIDENT.

https://www.itsabouttimebaby.com/

The Confident Women’s Community FB: https://www.facebook.com/groups/567793640559038

Quiz: How Do You Rank in Your Life: https://www.itsabouttimebaby.com/rank-quiz

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.

Link: https://www.michellepascoe.com/

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

https://divinecreative.com.au/

Link to Live Webinar

https://www.michellepascoe.com/pl/213869

Link to Second Momentum website

https://www.michellepascoe.com/secondmomentum

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 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.

Link to Book: https://www.claireboscqscott.com/books/the-secret-diary-of-a-mystery-shopper/

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:  http://www.transformandthrive.com.au/register

Link to DIY Mystery Shopping Audits

https://mysteryshoppingaudits.com/

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 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

www.travelagentachievers.com

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 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.

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/the-engagement-gurus/id1510269949

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 your business by reviewing your business from your customers eyes.

Link to shopify store:

https://mysteryshoppingaudits.com/

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 discussing further tips and strategies on bringing back your team and leading them in “new business norm”.

Links to documents provided by various Government Authorities as mentioned in the podcast to assist you.

https://www.health.gov.au/resources/collections/coronavirus-covid-19-campaign-resources

https://www.health.gov.au/resources/collections/novel-coronavirus-2019-ncov-resources

https://www.safeworkaustralia.gov.au/doc/signage-and-posters-covid-19

https://www.pmc.gov.au/nccc/resources/planning-tool-help-businesses-reopen-and-be-covidsafe

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.

www.juliehyneimagestylist.com.au

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 Magazine awards, the Australian Small Business Champions and the 2014 Telstra Australian Young Business Woman of the Year. Having started businesses solo and having done everything from marketing, accounting, curriculum design, training, human resources & team management, contract negotiations, teaching, customer service, event planning, business coaching and product development, Tina brings a wealth of knowledge to share with you in my podcast today. Tina’s businesses have been operating at over 7 figures a year for a decade and so she knows her stuff to help businesses scale.

Tina shares with us her wisdom, tips and how to enjoy the business journey and our lives. We only have “One Life”.

Don’t forget to download your Marketing Planner for 2020. It’s all there you only have to fill in the spaces.

https://www.tinatower.com/

https://www.tinatower.com/2020

Fun Link to make you laugh: Check out the Instagram page for Doggy Day Care Farm Trips.

https://www.instagram.com/doggydaycarefarmtrips/

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.

Newheightsmedia.com.au

For a copy of Joyce’s ebook Bulletproof your Shoot go to; www.bulletproofyourshoot.com.

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.

https://serenadotryan.com/

https://www.jbhifi.com.au/products/cygnett-gostick-bluetooth-selfie-stick-tripod

https://www.marismith.com/

https://annhandley.com/

https://marcussheridan.com/

Social Media Marketing World 2021 28th Feb until 2nd March 2021 https://www.socialmediaexaminer.com/smmworld/register/

https://podcasts.apple.com/au/podcast/adding-up/id1465096300

Serena Dorothy 'Dot' Ryan is an award winning Entrepreneur, Podcaster and Digital Marketing Strategist with more than 20 years experience in Customer Service and Marketing roles including working for Visa and Kosciuszko Thredbo and with Google.

Serena works with business owners and their marketing teams to make the most of their marketing budget to achieve their business goals.

Serena hates seeing people waste money. After spending most of her adult life in debt (and being comfortable with it), it wasn’t until Serena started working with Accountants and Cloud Accounting Service Providers that she also saw how important it was for her to apply her business learning to her personal life and become debt free.

October 2018 she decided to re-write her future, get financial education and become debt free.

Serena hosts the weekly podcast Adding Up documenting her journey to gain Financial Education and attain financial freedom.

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.

https://restorebalance.com.au/

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.

www.creowealth.com.au

www.moneysmart.gov.au

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.

https://app.kajabi.com/r/thXJ4Wzh/t/c8yzetxu

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 download: https://www.michellepascoe.com/pl/146382

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

https://www.shitboxrally.com.au

https://www.facebook.com/angusandthebeefcakesshitboxrally/

https://www.instagram.com/angus_thebeefcakes/

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. For more information on Bonjoro visit www.bonjoro.com. www.bonjoro.com/videofunnelplaybook

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.

Deanne Boules a former NSW Police Officer, Workcover Inspector, accomplished WHS and HR executive for a number of iconic Australian and Global Companies joins me today to discuss the moment she made the decision to move from being an "employee" to starting her own business; Insync Workplace Solutions (https://www.insyncworkplacesolutions.com), 8 years ago. Dee discusses the importance of education, continued professional development and her passion to help others who are less fortunate in Australia and globally. Two years ago Dee a member of Business Chicks decided to travel with 19 other members of Business Chicks to Ghana arranged by the Hunger Project on the 25th April this year. Dee discusses what the Hunger Project means to communities, what it means to her and how she is raising funds. With the recent bush fire devastation Dee has decided that the profits from the Connect Learn Grow Retreat happening 3rd-7th March at Kingscliff, will be split between the Hunger Project and Women in Business who have been affected by the bushfires here in Australia. This is a "doing retreat", where you are working on your business for 4 days, hearing from amazing presenters facilitating workshops over the 4 days. But this is no ordinary "retreat" where you live and may or may not implement as part of the retreat there is a 12 month accountability coaching program for all attendees. To learn more go to https://connectlearngrow.online/ to support this wonderful fund raiser that will help our women in business in Australia and families in Ghana.

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!

Sally boosts productivity and self-leadership by helping people reach their potential. Obsessed with productive leadership, Sally positively impacts your results, confidence and effectiveness.

A 2019 finalist for Australian Learning Professional of the Year; Bronze Stevie International Business Award recipient; Australian Sole Trader in the 2019 Australian Small Business Champion Awards; and named as one of the 25 LinkedIn Top Voices for Australia for 2018 for her thought leadership.

She has authored multiple books: her book The Productive Leader received an endorsement from the renowned global personal development guru Brian Tracy.

Blending 20+ years of working with a diverse range of people and industries, while living in Germany, the UAE, as well as outback Australia, Sally has extensive qualifications, a wicked sense of humour and an ability to make people feel at ease. Sally’s your first choice for mastering skills, facilitating action and achieving results.

Ten Top Tips in presenting in the Board Room or to the team.

Creating new habits, targeting your ideal customer, leading and managing a multi-generational team and serving a multigenerational customer base.

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.

https://www.favourthebrave.co/remarkable

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.

Online, spacing, shelving, opening and closing times, personal attention.

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.

Creating the opportunity for casual staff to see your business as a workplace of choice.

Stepping out of your comfort zone for many people is hard when it comes to attending an event where you may not know anyone.

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 passion for what you do.

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 your team when it comes to service recovery.

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 Audit on your business. Is the brand still representing what you offer? What is your branding saying about you and your business.

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 August I am presenting 3 free live webinars. Here is what I am going to cover: 1) Strategies on how to Recruit, Select & Performance Manage your team.

2) Modelling the actions and behaviours of a business owner and leader ad the impact it has on your business growth.

3) 3 tips on how to create advocacy with your customers

The 45 minutes we share together could change your business forever. To register click on the link below: https://www.michellepascoe.courses/webinarregistration

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 a lasting memorable impression.

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 and tomorrow.

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.