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Customer Retention Revolution by Michelle Pascoe

Jul 1, 2019

By simply acknowledging a waiting customer whether they be in front of you or on the phone, is the first step on the service journey. 

Being “invisible” is a dreadful feeling for anyone, particularly a customer who wants to buy something from you and instead are ignored by a service provider on the phone or out the...


Jun 18, 2019

Being in control of your brand means making sure it is relevant and up to date, promoting your exact services and products targeted to your ICA.  Too often signs or phone messages are created, hung up / turned on and then forgotten as the day to day tasks take cover in your business.

In this podcast I share tips and...


Jun 11, 2019

If you don’t complete the circle of service with a memorable last impression of your business then it won’t be a lasting memory instead it could be seen as “fake” customer service.


Jun 4, 2019

Knowledge is power, unfortunately some managers use their knowledge as a way of keeping their team reliant on them, not letting them know the final outcome and keeping the “cards close to their chest”, they then wonder why the outcomes are not achieved.


May 29, 2019

OBTAINING FEEDBACK FROM YOUR CUSTOMERS AND TEAM IS A GREAT START, (I DON’T MEAN A “COMMENT CARD).  YOU NEED TO BE IN CONTROL AND PLANNING WHAT YOU ARE SEEKING TO GAIN FROM THE FEEDBACK AND WHAT WILL YOU DO WITH THE INFORMATION.