Middle Management Movement By Michelle Pascoe

In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive. Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy.