Michelle Pascoe

Dear Michelle On behalf of the Board and members of the RSL & Services Clubs Association, may I express my very sincere thanks and appreciation to you for the fantastic Panel session at our Annual Conference, and for the Workshop that afternoon. Both presentations were very well received by Conference delegates and were exactly 'on message' and filled with great content and ideas. You delivered on the brief perfectly and your main Conference content perfectly flowed after the presentations by Lindsay Verdon & Shaynna Blaze. One would have thought that you had planned this together! Many delegates came up to me to complement the Tuesday program for the detailed ideas and concepts all provided and how the first three presentations all complemented each other and built a strong message about the interconnections between the physical space, and the other elements - great customer service, good food presented well, good range of beverages and styles - to make a total experience. Thank you again and I am looking forward to our working together into the future!

I would like to take this opportunity in thanking you for your time in assisting us in developing our managerial skills over the last few weeks. The course provided an outlook of different methods that we can utilize not only to better ourselves as individuals though also to get the best from those who work for us, I will and am eager to use what I have learnt in your course throughout my career and will reflect them onto my staff. The sessions were of value to me and much appreciated, once again thank you for your time and hope all goes well for you in future.

Mingara have used OOPS since 2003, and we believe that it is an invaluable tool that assists us in garnishing unique insights into our customer's experience when they are onsite. We develop our reports -in conjunction with Michelle- and deliberately target areas to monitor so that we are able to benchmark our performance. We then use this information to help with staff training plans, product enhancement, development and importantly to address any blind spots. OOPs also gives us the opportunity to identify staff who are performing well and then recognise them for their efforts. We have also taken the opportunity to get Michelle to present our reports to our team, Michelle's delivery style is unique and insightful, and if there are areas of concern, generally talks with her staff member so that we can get as much information as possible. I believe that OOPs Mystery Shopping Reports are an invaluable tool, ensuring that we see and experience what our customers see and experience.

We found Michelle's personal training technique and motivational skills to be extremely valuable and beneficial to all the staff. There was positive participation from all staff and the training content reinforced the necessity to deliver quality service to the always changing and increasing demands of the consumer.There was a noticeable improvement in the clubs service standard after the initial training earlier this year. We have recently had further training with Michelle and again the positive attitude of the staff and the increase in the service level after training is noticeable. If you are looking to improve the current level of service you are providing I would not hesitate in recommending OOPS for a taylor made professional training package that your club , your staff and in the end your customers will benefit from.

Thank you Michelle for your role as Emcee at our "Partying With Your Mates: Know the Facts" Youth Drug and Alcohol seminar presented by the Bankstown Liquor Accord and the Bankstown Community Drug Action Team, for the youth in the Bankstown LGA. It's not easy to connect with and keep interested 150 high school students but you did by weaving your personal stories and humour throughout the day. The day would not have ran as smoothly as it did if it wasn't for you and your engaging skills with the participants. Your flexibility on and off stage as well as prior to the event just made the day so much easier for us as event organisers. You were so well organised and it was evident that you researched the content of the day which was seen when you connected the messages of the various presenters on the day. We look forward to working with you again and will be highly recommending your Emcee services to others.

It was great to catch up yesterday! Your presentation was fabulous you always provide amazing energy in your presentation. Thank you again for a great morning

I had the privilege of hearing Michelle speak at our local chamber of commerce on customer service on a number of occasions. Michelle's presentation resonated not only with myself, but the entire audience. Her key messages were easy to relate to and simple to put into practice, to help improve our business. After hearing Michelle speak it prompted us to sign up for her mystery shopper service. This has helped to analyse our business objectively and identify areas where we have excelled and those where there is room for improvement. This service, as well as Michelle's key messages in her presentations, have helped to ensure our business is focused on customer service 100% of the time. We have seen a definite improvement in our standards of customer service across all aspects of the business and with all employees. It has helped us to have a much greater understanding of our clients wants and needs and we are continually striving to improve and deliver above and beyond our clients expectations. Without the regular feedback from Michelle and her mystery shoppers we would not be able to do this objectively and to the required level to exceed expectations.

"Michelle was an amazing emcee for the third year at our Youth Drug and Alcohol Annual Seminar. She was engaging and worked well with our youth by connecting with the audience and building rapport. She was also very organised and assisted in the planning stages to make the day a great success."

It was an absolute delight to have Michelle Pascoe speak to at our Inspiring Women event. Michelle gave our business owners great insights into the different age demographics and their customer experience expectations. Highly recommend! Thank you so much!