Middle Management Movement By Michelle Pascoe

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.