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Customer Retention Revolution by Michelle Pascoe

Jan 28, 2019

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...


Jan 21, 2019

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...


Jan 14, 2019

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.


Jan 7, 2019

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,...