In this inspiring episode of The Michelle Pascoe Hospitality Podcast, Michelle Pascoe sits down with Sophie Paviour, Associate Product Manager at Aristocrat Gaming, to explore how a new generation of women is redefining leadership in the gaming and hospitality industry. From starting as a gaming attendant at 18 to joining Aristocrat’s APAC Future Leader Program, Sophie shares how early lessons, mentorship, and her “stage lights” mindset shaped her path — and the two career rules she lives by: build your network and stay humble. 💡 In this episode: • Why every role — even reception — builds your leadership foundation • How resilience from dance shaped Sophie’s confidence and focus • The career-defining lessons from the APAC Future Leader Program • Two timeless tips every emerging leader needs to hear 👉 Subscribe for weekly conversations on leadership, generational insights, and building thriving hospitality teams: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

In this episode, host Michelle Pascoe sits down with global crisis and risk management expert Christine Miller. Together, they unpack how CEOs and executives can close the "leadership gap" by transforming uncertainty into strategic opportunity. Drawing on decades of global work with the World Bank, Asian Development Bank, and emergency services, Christine reveals how empowering your mid-level leaders to assess and manage risk protects your brand, culture, and bottom line. Michelle and Christine discuss: The real leadership gap — how excluding middle managers from risk decisions weakens organisations Crisis-tested lessons from Christine’s global disaster work with governments and corporations Why proactive risk management fuels innovation, culture, and trust The role of AI in risk, resilience, and real-time decision-making Practical steps to embed “risk thinking” in leadership systems Resources & Links Contact Chris directly: chris@b4crisis.com.au Access Risk & Risk Management resources: RMIA.org.au  Work With Michelle Michelle Pascoe helps hospitality, tourism, and service-based leaders build resilient, empowered teams that thrive in change. Explore her Leadership Development Programs, Customer Experience Training, and Keynote Speaking at michellepascoe.com.

In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive. Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy. 💬 Key Takeaways Mystery shopping isn’t about compliance — it’s about connection Customers forgive mistakes when empathy follows quickly Feedback is fuel, not fire — use it to build trust “Fixing friction frees the magic” of great service 🔗 Links & Resources Subscribe: The Michelle Pascoe Hospitality Podcast on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join: Middle Management Movement --> https://www.michellepascoe.com/middlemanagementmovementleadership Book: Customer Service Excellence & Engagement Workshop --> https://www.michellepascoe.com/frontlinetrainingprograms Commission: a Tailored Mystery Shopping Report for your venue --> https://www.michellepascoe.com/mystery-shopping Newsletter: Join for Michelle’s free weekly insights on leadership and customer service excellence --> https://www.michellepascoe.com/blog

What happens when one of Australia’s most successful café creators trades profit for purpose? In this inspiring episode, Michelle sits down with Nathan Toleman, founder of Melbourne’s Mulberry Group—the visionary behind Top Paddock, Higher Ground, and The Kettle Black. Nathan shares how he transformed his hospitality empire into a purpose-driven movement through the Common Ground Project, a social enterprise connecting food, community, and sustainability. Discover how he built iconic venues, redefined café culture, and created long-term impact beyond the plate. In this episode, Michelle and Nathan unpack: How to lead with purpose in hospitality The business systems behind café profitability Turning passion into sustainable impact The future of leadership, wellbeing, and AI in hospitality Whether you’re a business owner, leader, or creative visionary, this episode will inspire you to align your success with something greater. Learn more about Common Ground Project → https://www.commongroundproject.com.au/ Work with Nathan via Mulberry Partners → https://mulberrypartners.com.au/ Subscribe to Michelle’s newsletter for leadership and service excellence insights → https://www.michellepascoe.com/blog Discover more episodes with leading entrepreneurs and hospitality innovators → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

In this episode, Michelle speaks with Janice Laraine, founder of MADM Co, a hospitality-focused brand studio redefining luxury through emotional intelligence. Together, they explore how Hospitality EQ — Janice’s framework for emotionally intelligent design — is changing the way boutique hotels, short-term rentals, and service brands create trust and connection. If you lead teams in hospitality or service industries, this conversation will inspire you to shift from transactional to transformational guest experiences. This episode covers: Why aesthetics alone no longer create loyalty in hospitality The three-part brand journey that drives emotional connection How to embed Hospitality EQ into every guest touchpoint Empowering staff to deliver service with intuition, not scripts The real meaning of luxury: presence, connection, and care Next Steps + Resources📘 Download Janice’s free Hospitality EQ Scorecard: www.madm.co/scorecard 🌐 Visit the MADM Co. website: https://madm.co/ Work with Michelle Pascoe Michelle Pascoe helps registered clubs and hospitality leaders build emotionally intelligent middle managers who create extraordinary member and guest experiences. Through Mystery Shopping, Customer Service Excellence Workshops, and the flagship Middle Management Movement, Michelle empowers organisations to strengthen culture, improve performance, and grow loyalty from the inside out. 👉 Learn more at https://www.michellepascoe.com/traininganddevelopmentprograms

In this inspiring episode, Michelle sits down with Emily Stanton, winner of the 2024 NSW Outstanding Young Business Leader Award and co-owner of the newly revived Nyngan Hotel in central-west New South Wales. Emily shares the extraordinary story of restoring a pub closed for 40 years — balancing business growth, family life, and community spirit. From tackling staffing shortages and budget blowouts to mastering authentic leadership and social media storytelling, this episode is packed with lessons for anyone in hospitality or regional business. You’ll learn: The business mindset behind reviving a historic building How to lead and retain teams in rural Australia What authenticity and transparency really look like in leadership Why social media storytelling builds connection and loyalty Resources & Links 🌐 Website: ⁠thenynganhotel.com.au⁠ 📸 Instagram: ⁠@thenyngan⁠ 📘 Facebook: ⁠facebook.com/thenyngan⁠ Join Michelle’s newsletter for weekly hospitality leadership and customer service insights; michellepascoe.com/blog Tune into other episodes of The Michelle Pascoe Hospitality Podcast; https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

In this episode, Michelle sits down with Tracy Sheen — award-winning author of AI & U, digital guide, and professional speaker — to unpack exactly how AI is transforming the way local businesses operate. With more than 30 years’ experience helping small businesses adopt digital tools, Tracy shares how AI can: Automate repetitive admin tasks like rostering & stock control Personalise loyalty programs and enhance customer experience Unlock smarter marketing strategies — even on tight budgets Turn customer feedback into real business growth Support staff by acting as a collaborator, not a competitor You’ll also hear real-world examples of how venues are already using AI — from a coffee van in regional Queensland creating new revenue streams, to clubs and restaurants improving loyalty with personalised offers and smarter Wi-Fi. Tracy also explains why the fear of AI replacing jobs is misplaced, and how leaders can instead use it to empower teams, improve efficiency, and deepen community connection. This episode is packed with practical tools like Canva, Guidde, Tango, and Notebook LM — simple, affordable ways to bring AI into your venue today. 🔗 Resources & Links Get Tracy’s book AI & You: https://aiandu.com.au Tracy’s speaker site: https://tracysheen.com The Digital Guide: https://thedigitalguide.com.au Next Steps Follow the podcast for new weekly episodes: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s newsletter for hospitality leadership & customer service insights: https://www.michellepascoe.com/blog Work with Michelle: https://www.michellepascoe.com/traininganddevelopmentprograms

In this episode, Michelle sits down with Sharyn Buhagiar, Chief People Officer at Revesby Workers’ Club, to uncover the real story behind people and culture in the hospitality industry. With over 25 years’ experience, Sharyn shares her career journey from McDonald’s to the executive suite, offering insights into recruitment, workplace culture, and the future of hospitality careers. She also opens up about her work with Biyani House Women’s Shelter, championing community, education, and domestic violence prevention. In this episode, Michelle and Sharyn cover: How hospitality offers long-term career pathways beyond casual jobs Recruitment and culture strategies that attract and keep great staff Why values-driven leadership is critical for team success The role of community partnerships like Biyani House in driving impact Practical steps leaders can take to support staff wellbeing Next Steps & Resources Subscribe on Apple Podcasts, Spotify, or YouTube --> michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s Leadership Newsletter for exclusive strategies --> michellepascoe.com/blog Visit Revesby Workers’ Club → rwc.org.au Learn about Biyani House Women’s Shelter → biyanihouse.org.au Support & Resources → 1800 Respect

In this episode, Michelle is joined by Lisa Even — keynote speaker, bestselling author, and creator of Have Good Ripple Effect. Together they explore how visible leaders spark stronger cultures, build trust fast, and shape communities that thrive under pressure. From healthcare to hospitality to ESPN and Disney, Lisa shares how leaders bring “the weather” into the room and why presence is the most powerful gift you can give your team.In this episode, Michelle and Lisa cover: Why leadership visibility is the spark for healthy communities How presence creates a ripple effect in culture and performance Practical tools (like the PB&J method) to build stronger teams Signs your culture may be quietly eroding — and how to fix it Why values must drive both accountability and recognition Resources & Links Connect with Lisa Even: Website: https://www.lisaeven.com/ YouTube: https://www.youtube.com/@lisa_even/playlists Podcast: Have Good Ripple Effect Next Steps Subscribe on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s newsletter for weekly leadership insights --> https://www.michellepascoe.com/blog Work with Michelle through her Middle Management Movement and Customer Service Excellence & Engagement programs --> https://www.michellepascoe.com/traininganddevelopmentprograms

In this episode, host Michelle Pascoe sits down with Michael Johnson, inaugural CEO of Accommodation Australia, who guided the hotel sector through COVID-19, coordinated quarantine hotels with just 48 hours’ notice, and spearheaded the long-awaited merger of Australia’s two peak accommodation bodies. Now retired from executive leadership, Michael is channelling his passion into ReLove, a Sydney charity furnishing homes for people escaping homelessness and domestic violence. By connecting hotels undergoing refurbishments with families in need, ReLove is also helping the sector achieve its ESG goals — a win for people and the planet. Key Points How mentoring and saying “yes” can transform careers What Michael learned from crisis leadership during COVID-19 Why the Accommodation Australia merger finally succeeded How ReLove is repurposing furniture to create dignity-filled homes Ways you can support the movement Timestamps 0:00 – Intro 2:30 – From Diesel Mechanic to Hospitality 7:20 – Early Hotel Lessons & Mentors 12:15 – Culture Shock: Sydney’s King’s Cross 17:10 – Career Growth: F&B to Management 22:00 – Training as a Chef & Expanding Skills 26:50 – Leadership in Hotels & Transitions 31:40 – Steering TAA Through COVID 37:15 – Hotel Quarantine & Crisis Leadership 41:45 – Amalgamating Industry Bodies 45:55 – Lessons in Resilience & Adaptability 48:25 – The ReLove Initiative & Impact 51:20 – Global Potential & Closing Reflections Next Steps + Resources Support Relove (donate quality furniture, volunteer, or partner via ESG); ⁠https://www.relove.org.au/⁠ Work With Michelle Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. Book customer service workshops, and middle-management programs tailored to clubs, hotels, and hospitality venues. Visit the website to learn more; ⁠https://www.michellepascoe.com/traininganddevelopmentprograms⁠ Subscribe on YouTube, Apple Podcasts, and Spotify; ⁠⁠https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast⁠⁠  Join Michelle’s newsletter for leadership, culture, and service excellence; ⁠⁠https://www.michellepascoe.com/blog⁠⁠

What does leading with empathy really look like in the club and hospitality industry?  In this inspiring episode, Michelle speaks with Steve Edgar, General Manager of Coolangatta Surf Life Saving Supporters Club. With more than 20 years’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie campaign, which secured $14 million for his community. He also leads Clubs for a Cause, raising awareness and funds for mental health programs. In this episode, Michelle and Steve cover: How empathy transforms leadership in clubs and hospitality Mental health in the workplace – from stigma to support The story behind the Essentially Coolie campaign Steve’s passion project: Clubs for a Cause and “Walking with Mates” Practical ways leaders can build belonging and resilience in their teams  Timestamps 00:00 – Welcome01:05 – Who Steve is: GM, culture-first leadership, crisis wins03:40 – Empathy vs “leave your troubles at the door”08:20 – Belonging: onboarding internationals, safe teams12:10 – Purpose-led clubs: lifesaving mission & community hub16:50 – Loneliness and real connection at work20:05 – Culture hygiene: zero tolerance + wellness committee24:30 – Right to Disconnect → “connect on their terms”29:45 – Origin story: loss, reflection, why mental health matters34:30 – First walk, $42k, holding space, real impact38:50 – “Walking through the storm” year, burnout, formalising the charity42:20 – “You don’t need to be a counsellor to care”45:10 – Mental Health First Aid, listening skills, Healthy Heads workshops49:00 – The tricky call-outs: “I’ve got anxiety” vs performance & fit52:10 – Leadership advice: values, diversity of thought, repair after mistakes54:10 – Essentially Coolie: border chaos, steady leadership framework56:00 – Media momentum → funding relief; Orange Sky volunteering57:30 – How to support Clubs for a Cause; upcoming sessions Next Steps + Resources ✨ Subscribe to the podcast on Apple, Spotify, or YouTube → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast ✨ Join Michelle’s newsletter for leadership strategies and updates → https://www.michellepascoe.com/blog✨ Work with Michelle – explore her training, programs, and workshops for clubs and hospitality leaders → https://www.michellepascoe.com/traininganddevelopmentprograms✨ Support Clubs for a Cause → clubsforacause.com.au Work With Michelle Michelle Pascoe is a speaker, trainer, and consultant helping registered clubs and hospitality leaders build strong teams and thriving workplace cultures. Explore her leadership programs, frontline workshops, and mystery shopping programs to strengthen your team and future-proof your venue. 🌐 Website: michellepascoe.com📲 LinkedIn: Michelle Pascoe

In this episode, Michelle Pascoe sits down with Jennifer Kahnweiler, bestselling author of The Introverted Leader and host of the Introvert Ally podcast. Jennifer is one of the world’s leading experts on introverts at work, and she shares practical insights from the third edition of her bestselling book. Jennifer explains why introverts aren’t “quiet extroverts” — they draw energy differently. She introduces her proven 4 P’s framework (Prepare, Presence, Push, Practice) for building confidence, influence and leadership skills without acting out of character. You'll learn: Why introverts are half the workforce — and why that matters Jennifer’s journey from extrovert to introvert ally The 4 P’s: Prepare, Presence, Push, Practice (how to apply them) Frontline tips for hospitality and customer-facing roles Hybrid work strategies to help introverts thrive How leaders can adapt communication so every style contributes Next Steps + Resources 🔔 Subscribe on Apple Podcasts, Spotify, or YouTube 📩 Join Michelle’s newsletter for weekly leadership & service insights - https://www.michellepascoe.com/blog 📘 The Introverted Leader (3rd Edition) – via Jennifer’s website: https://jenniferkahnweiler.com 🎙️ Introvert Ally podcast – https://jenniferkahnweiler.com/podcasts/ Connect with Michelle Michelle Pascoe helps leaders in hospitality and beyond build standout customer experiences and cohesive, multi‑generational teams. Through workshops, coaching, and keynote speaking, she equips managers to lift service standards and retention. Website: https://michellepascoe.com LinkedIn: https://www.linkedin.com/in/michellepascoe/ Book Michelle to speak or train your team: https://www.michellepascoe.com/contact

Are you negotiating with your team… but not yourself? In this powerful conversation, Michelle Pascoe sits down with Glin Bayley, one of the world’s leading negotiation consultants, to unpack the true meaning of “full-spectrum negotiation”. From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders. This episode is a must-listen for hospitality leaders, frontline managers, and anyone navigating people, pressure, and performance in 2025. WHAT YOU’LL LEARN: Why self-leadership is the starting point for negotiation Glin’s 7-year journey through identity, burnout, and reinvention How to manage emotional pressure in fast-paced service environments The VALUE framework for negotiating from clarity, not chaos The 5 Negotiator Types – and how to lead with emotional intelligence 🔗 RESOURCES & LINKS Discover more about Glin Bayley and her work: https://www.simplyglin.com Take the FREE “Negotiator Type” Quiz: https://thevaluenegotiator.scoreapp.com/ Explore Michelle’s Training & Development Programs: https://www.michellepascoe.com/traininganddevelopmentprograms Book a Discovery Call with Michelle: https://www.michellepascoe.com/contact 📲 And don't forget to share this episode with your team or fellow leaders - it might just change how they lead forever.

In this episode, Michelle sits down with robotics and AI leader Ramona Combrink, co-founder and CDTIO of Auto-M8 and Staff-M8, to bust the “robots steal jobs” myth and show how people-first automation stabilises teams and lifts service. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assistant—removes friction for both staff and guests. From personalised welcomes to data-driven loyalty, she shares practical ways venues can deliver faster, friendlier experiences across six generations of customers. Ramona’s playbook is refreshingly simple: start small, fix one pain point (HR queries, phones, payroll, debt chasing, or shift fills), then scale what works. She walks us through back-of-house wins—robots coordinating lifts, linens and late-night room service; AI dashboards giving leaders live visibility; and low-cost tools small operators can adopt faster than big chains. The result? Less burnout, better retention and more time for genuine, high-touch service. To learn more about Ramona and Auto-m8 visit: https://auto-m8.org/voicem8/ or https://auto-m8.org/podcast/ for a special podcast listener opportunity.

Leadership isn’t about being perfect — it’s about being present. Inspired by her recent trip to the USA (including Disneyland, Cheesecake Factory & Moxie), Michelle shares eye-opening service experiences and what they teach us about emotional intelligence, middle management and creating memorable guest interactions. Whether you're a senior leader or a stretched middle manager in clubs or hospitality, this episode offers real, relatable insights and actions to help you lead with heart (not just KPIs). What You’ll Learn Why Disneyland still sets the gold standard in hospitality leadership The “invisible” emotional toll on middle managers — and how to support them A surprising conversation with a Cheesecake Factory manager What Brene Brown gets right about leadership (and how to apply it in real life) 3 easy-to-implement leadership shifts to make this week Resources & Next Steps 📧 Join the Free Newsletter for weekly leadership insights:https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast 🎓 Explore Leadership & Customer Service Programs:https://www.michellepascoe.com/traininganddevelopmentprograms 📞 Book a Discovery Call:https://www.michellepascoe.com/contact Connect with Michelle Website: https://www.michellepascoe.com/ LinkedIn: https://www.linkedin.com/in/michellepascoe/ Instagram: https://www.instagram.com/michelle.pascoe/ YouTube: https://www.youtube.com/@MichellePascoe Rate, follow and share this episode if it sparked a new way of leading in you. Hospitality deserves better leadership — and it starts with you.

In this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience - from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail. Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores: Why personalised kindness is free and delivers exceptional returns. Tips for creating emotionally-connected, high-performing teams. The role of storytelling and care in amplifying brand loyalty and guest engagement. Real-world lessons from venues like The Cheesecake Factory, where team culture, leadership, and proactive service make all the difference. Practical examples from retail—including a behind-the-scenes peek at Macy’s—demonstrating frontline staff impact on customer experience. The importance of leadership that supports, not micromanages. Encouragement to audit not just what guests expect, but how they feel—from entry to exit. A call to empower your team to turn everyday interactions into memorable moments, building long-term loyalty—both for your guests and your staff. Tune in for a passionate, practical look at elevating your hospitality venue or business through intentional, emotionally rich service—and leave inspired to set the stage for your own team’s success! To learn more about Michelle's services, visit: www.michellepascoe.com

This week Michelle sits down with Steve Sidd, a leading figure in hospitality management and consulting, with over 28 years of experience. Despite a winter cold, Michelle couldn’t miss the opportunity to talk with Steve, whose journey in the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike. Steve shares pivotal moments from his career, the importance of nurturing and promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use automation and AI to streamline operations—freeing up staff for better customer service and a more rewarding workplace. You’ll also learn about “Hospo in a Box”, Steve’s innovative franchise system crafted to support small and regional venues struggling with staffing and operational challenges. Hear how this solution offers everything smaller operators need, from menu development to tech-enabled management systems, helping ensure product consistency and profitability across Australia. If you’re interested in restaurant management, hospitality industry trends, workforce planning, or how tech and people can work together for business growth, this episode is for you! To connect with Steve and learn more about Catering HQ's services, visit https://www.cateringhq.com.au.

This week we’re diving headfirst into the world of extraordinary customer and employee experiences with my dear friend and international guest, Marc Haine, all the way from beautiful Edmonton, Canada. With over 30 years in hospitality, retail, and customer-facing industries, Marc brings a wealth of experience as a strategist, keynote speaker, consultant, and author of Lights, Camera, Action. Marc and I explore what it truly takes to build a service culture that’s notonly sustainable but energising — for both customers and staff. Wediscuss the evolution of the “incidental manager,” why onboarding shouldreally be “forever-boarding,” and how to empower middle managers withthe tools to lead confidently. We also touch on hiring for personality,managing expectations, and how a little bit of performance mindset cantransform every touchpoint into a wow moment. Whether you’re running a restaurant, retail store, or hotel, you’re going to find golden nuggets in this vibrant and heartfelt conversation. So, let the curtain rise, and enjoy the show! Link to learn more about Marc: https://marchaine.com/

In this energizing episode of the Michelle Pascoe Hospitality Podcast, Isit down with marketing powerhouse Jenn Donovan—renowned strategist,bestselling author, speaker, and the force behind viral communities likeBuy From a Bush Business and the Spend With Us marketplace. We dive into the heart of rural and regional connection, discussing howbusinesses and hospitality venues—especially clubs—can build engaged,fiercely loyal communities, not just passive followers. Jenn unpacks the essentials of community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visitors alike. We also explore how registered clubs can move beyond transactionalmarketing and instead create lasting emotional engagement throughauthentic storytelling and purposeful branding. From social media strategies to multigenerational marketing and customer-centric messaging, Jenn shares practical, no-fluff advice you can act on today. Whether you're a small-town club, a business owner, or simply passionateabout your community, this episode is packed with actionable insightsthat will leave you inspired to lead with connection, consistency, andcare. You can find Jenn at: https://socialmediaandmarketing.com.au/

This week, I welcome the incredibly inspiring Dr. Samantha Worthington, a global expert in consumer psychology, peak performance, and organisational transformation. As I shiver through a minus 4° morning, Dr. Worthington joins from the sunny Sunshine Coast to share her insights into how clubs and hospitality venues can create exceptional service cultures. With experience working alongside top-tier business leaders and teams, Samantha dives deep into the psychology behind customer loyalty, personalised kindness, and authentic connection. In this engaging conversation, Samantha explains how emotional journeys, not just service touchpoints, drive customer satisfaction. From understanding psychological drivers like belonging and emotional peaks to exploring how leaders can foster trust, collaboration, and recognition rituals, this episode is packed with practical advice and heartfelt stories. Whether you're leading a team or looking to enhance the guest experience, this episode is your blueprint for sustainable success built on integrity and human connection. To connect with Dr Samantha Worthington go to:  https://www.drsamanthaworthington.com/