Why You Need To Stop JUST Focussing On Your Customers AND Share That Focus On Your Team

Do you find that so often the focus is on Customer Service and the Customer Experience? So do I. In fact, I find that too often, this is the ONLY priorities businesses are making. Do you know what’s JUST as important? It’s the Internal Customer Service, the service afforded to each team member from their peers […]

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See the Winners of the OOPS 2018 Club Awards

There’s no doubt that the OOPS Superior Customer Service Awards are making a difference in venues and employees. Huge congratulations to Club Central Menai who achieved 98% during 2018 evaluations, their second time in a row being awarded for outstanding customer service.   Congratulations to Cathy Osborne, a veteran employee of 20 years at the […]

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Winners of the OOPS 2018 Club Awards announced!

With this being our first OOPS Scoop for 2019 we are proud to announce the winners of 2018 OOPS Superior Customer Service Awards.  Now in it’s 8th year these awards are highly sought after in the industry and it is an honour on behalf of the whole OOPS team who have visited your venues providing […]

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How to shine bright with your customer service this festive season.

During the peak festive season many customers seem to be more demanding and unreasonable, deliveries take longer, wait times increase and inevitably tempers begin to flare. Here are 5 tips to ensure your team are prepared for the Christmas rush. Listen- Acknowledge the best way to gain customer satisfaction is to listen. Those customers that […]

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How would you rate your Reputation?

Have you ever been waiting to meet someone and as you stood there with your hand outstretched they said “I’ve heard a lot about you”! For a moment your mind goes into hyper speed replaying every conversation and Facebook post hoping that what they heard was good?  My parents always used to say to me […]

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How do you lead an intergenerational team?

Recently I have been speaking to a number of CEO’s and even presenting workshops on this topic as there is a definite change happening when it comes to planning for a “career” in the intergenerational workforce we now have. Earlier this year one of my clients was so proud and excited to announce that they […]

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Ep 22 Podcast Notes

Michelle – PODCAST – 3 Essentials To Do Prior to Travelling (by Roslyn Ranse)

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First Impressions of a San Diego Casino

While visiting sunny San Diego recently my husband and I visited one of their Casinos, the newly renovated Barona Resort and Casino, situated 45 minutes by car from Downtown San Diego.  I had been told that their “customer service” was amazing by one of my long-term clients who had recently visited so on his recommendation I chose Barona.

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Does your food promise match your diners’ needs and expectations?

In EP17 of my podcast Middle Management Movement, I interviewed Toni Clarke – long term Board member and Past Chair of the Foodservice Consultants Society International, Asia Pacific. We chatted about UberEats, Pop Ups and Precinct dining trends and from this conversation it got me thinking about what we are offering and is it meeting […]

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Does your customer “walk your talk”?

Have you ever read about a restaurant, lingered over the pictures and devoured each word until the craving became so strong that you had to go and experience it yourself? Well I did! However, it was not just a cook book or a magazine article that really got me hooked it was a book that […]

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