Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
All content for The Michelle Pascoe Hospitality Podcast is the property of Michelle Pascoe and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
The Secret to Turning Customer Drama into Raving Reviews
The Michelle Pascoe Hospitality Podcast
43 minutes
4 months ago
The Secret to Turning Customer Drama into Raving Reviews
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/
The Michelle Pascoe Hospitality Podcast
Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
