Middle Management Movement By Michelle Pascoe

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.