The Michelle Pascoe Hospitality Podcast

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.

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

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.

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.