Middle Management Movement By Michelle Pascoe

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.

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

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

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

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

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

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

I love the hospitality industry and the opportunities it offers to so many people so how does a manager handle the Intergenerational workforce because they do not think alike, act or respond the same.  In this podcast I talk about the challenges and allowing them to question the sacred cows in the business and they want to lead.

Don't wait for the first day to commence the "connecting conversations" with your new recruit welcome them beforehand and you will have someone invested in your business before they walk in the front door.  In this podcast I look at the building of loyalty and trust through the induction process and ongoing assessments ensuring that both the employer and recruit are feeling valued and welcomed.  

Assessing a candidate from a covering letter and resume is not always easy as some people are great at communicating verbally but when it comes to writing it doesn't always come out the right way.  As a recruiter you need to read between the lines.  I know when I read resumes I imagine their voices.  Do you? or am I the only one?  In this podcast I cover the assessing, hiring and REFERENCE CHECKING CANDIDATES.

The recruitment process starts with a comprehensive Job Description well before the employment ad is written.  Knowing what you need when it comes to skills is easy it's the attitude that takes a little more time to get right.  What is the culture of your organisation and what are the behaviours and traits of your leadership and frontline team? For more information on hiring Introverts take a listen to my previous Podcast Episode 30 where I spoke to international authority Jennifer Kahnweiler, PhD, CSP, from Atlanta, Georgia who has written many books on Introverts in the workplace.

What makes a venue successful?  Is it the fancy lights, attractive decor, hottest entertainment or the best food in town?  It can be all of these, however, if it is delivered by a team member with a face like thunder or they've just sucked on an unripe grape fruit, then it doesn't matter how great the scenery and facilities are the only thing that the guest will remember is the "team member(s)" and the negative customer service that creates a lifetime memory that stops them from returning, recommending or referring others. This is part 1 of the 12 Challenges of Building a VIP Team.  Who are the Skunks and Puppy Dogs in your organisation? It's all about "building a team, not a group of individuals".  

Why should you measure what you do?  More than ever, you are dealing with a diverse public and workforce: multiple generations cultures, languages and expectations.  Great service is the benchmark today; getting that service out of your team on a regular basis is the goal.

I don’t know about you but this time of year my inbox has been inundated with emails on how to plan for 2019. Here in Podcast 39 I wanted to take you away from planning and simplify it with direction. If we were to play a game of word association how would the following words make you feel and think – Reflect, Realign and Reboot! As I reflect on 2018, I discuss how to realign yourself so that your values are congruent with oneself and business and how to reboot your inner critic for 2019. Ready, set, go!