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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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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Does the Experience Match the Marketing?

” ‘We invite you to experience our world class facility and five star service!’ How often do we see these words in marketing campaigns, websites and brochures of hotels and resorts? Photos of the sun going down over the ocean, bubbling brooks, white fluffy towels, sun lounges and a chilled glass with bubbles rising to […]

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What’s on Your List?

A great night out starts with a great beverage list.

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The link between engaged customers and an engaged team

“So often a business’s focus is on customer service—that which is afforded to customers. However, just as important is ‘internal customer service’; service afforded to each team member from their peers and management. Is there a link between engaged customers and engaged team members through service?” Read the full article here. First published in The […]

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21st Century Customer Experience

“Today’s customers differ quite markedly from customers in years gone by, the most obvious difference being their expectations. They are exposed to a broader range of products and services from a variety of businesses, both brick and mortar and online, making them far more savvy and subsequently more demanding. Despite this cultural shift, one thing […]

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Is your Club on Fire… or Slowing Burning Out?

Read the full article here. First published in Club Life, March 2014.

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More to Security than meets the eye – Optimising customer service outcomes in the club environment

(Gold Crest Security and O.O.P.S. partnering to deliver excellent customer service outcomes) Cast your mind back for a moment. Picture yourself standing in a line waiting to gain entry into the Disco or hot night spot at the time, where your only chance of gaining entry was being judged by a bloke or maybe two […]

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