CX Passport

200!!! The one with the scene setting - Michelle Pascoe E200

• Rick Denton • Season 4 • Episode 200

What's on your mind? Let CX Passport know...

🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...


CHAPTERS

0:00 Introduction and Background

1:38 The Importance of Hospitality 

3:11 Challenges and Benefits of Hospitality

6:10 Creating Intuitive Customer Experiences

9:46 Multi-Generational Customer Engagement

15:32 Exploring Australia Beyond Major Cities

19:46 1st Class Lounge

24:24 Setting the Scene for Customer Experience

31:21 Cost and Implementation of Customer Experience

33:50 Conclusion and Final Thoughts


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I'm Rick Denton and I believe the best meals are served outside and require a passport


Episode resources:

Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/

Web: https://www.michellepascoe.com/

The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast



Rick Denton:

Are working with brands that go that's really great. Michelle and Rick, nice of you all to have that theoretical conversation, but I don't have the resources, I don't have the funds, I don't have the time, I don't have the priority to do all that experience stuff. What do you say to those brands?

Michelle Pascoe:

Well, I wish you all the very best of luck, because you won't be in business for very long.

Rick Denton:

Customer Experience wisdom, a dash of travel talk, we've been cleared for takeoff. Buckle up, because today is one of the longest flights from DFW, one of my home airports. I'm excited to introduce Michelle Pasco, who joins us from Australia. Not only is Michelle a powerhouse in leadership and customer experience. She's a fellow podcaster. I want you to check out the Michelle Pasco hospitality podcast, and that the links will all certainly be there in the show notes for you to click and get right to that podcast. Michelle brings over 30 years of experience helping teams unlock their potential and elevate customer service. Michelle is the founder and CEO of Optum operating procedures and services, where she specializes in transforming team performance and customer experiences. Known for her work in hospitality and multi generational customer engagement, she's created programs like the middle management movement and the VIP principle designed to empower teams and foster lasting connections with customers. Many think of Sydney or Melbourne when they think of Australia. Today, we're going to get out a bit, maybe a walkabout, and head to bore wall, which Michelle described to me as the Scotland of Australia. I'm very, very intrigued, Michelle, welcome to CX passport.

Michelle Pascoe:

Oh, thank you so much for having me Rick, and hello to all your listeners. So yes, where I live is called the Southern Highlands, so it's about 90 minutes south of Sydney. That's on a good day when all the tourists don't come,

Rick Denton:

starting tourists getting our way of things, right? Oh my goodness. So

Michelle Pascoe:

it's, it's called barrel, and you may or may not. Here we've got, we're here in the peak of summer. Now. We're just about and we have cicadas here in Australia. I don't know whether you have cicadas. Definitely

Rick Denton:

do absolutely that means summer. That sound is the sound of summer. Yeah,

Michelle Pascoe:

it is the sound of summer. They are so loud. But I've left my studio door open because I am hoping that we'll either have some Maggie, you know, magpies baubling, or perhaps even a cook about laughing, oh my gosh, the last time we were together, because it's yes, this is,

Rick Denton:

this is going to get real here. Now, Michelle, I do when I plan to ask you a little bit more about that, hopefully later in the show, but I would love if some of that nature you're describing comes in here, because I'm and now I'm in Texas, and I realize it's not a cold as other places in the world, or even in my own country, but it's cold here. It's about to be winter. It's almost the US Thanksgiving. So to hear summer, it gives me a little taste of what it might be on the other side of the world. And that's nice. I

Michelle Pascoe:

would love to swap. I like cold weather. That's why I moved here.

Rick Denton:

Let me tell you, more than happy to swap. Tell you about a Disney book, maybe later when we talk about the weather. Let's talk about hospitality, because that is at your core. It's your brand, it's your podcast, it's your focus. What is it? Why? Why? What draws you to hospitality?

Michelle Pascoe:

It's the people, Rick, I absolutely, you know, I see it as an honor and privilege. And you know, over these last, you know, 30 plus years now, you know, some of those young boys and girls that I was training, you know, on the front line picking up glasses and emptying ashtrays all those years ago and taking me on the amazing journey, you know. And now you know, some of them may be CEOs, or, you know, two ICs, or perhaps, you know, the become the bistro supervisor. No, it doesn't matter where they've gone on their journey. I they have been so kind and taken me with them. You know, whether they're in the same venue, or perhaps even they've gone multiple venues overseas or even interstate, and that's what I love, because for hospitality, for many, Rick, it is their first job out of school, or is the job while they're at university? And it is an industry that teaches so much, one of those is tolerance, and that we need a lot of that, but also how to actually engage and and talk to people. So that's why I love it, because your listeners will find out I love talking Rick, so it's the perfect thing for me.

Rick Denton:

There's a reason why you're a podcaster and there's a reason why you're a podcast guest. That's an I want to go a little, spend a little more time in that talking about it being sort of a a very common first job. You're right. When I'm checking into a hotel, very frequently I see people who are probably at the early stages of their careers, or if I'm in a university town, it's very clearly staffed with frequently the university students. There's a lot of places that folks could choose to have their first career. What is it about hospitality that draws them to it? Why are they going there along within the benefits of gaining those lessons? But something must get them to go there first. Yes,

Michelle Pascoe:

we'd like more of them to go there. And I'll just say that at the moment, we have got hundreds of 1000s of short globally. And. But I think what it is, it's that flexibility of hours. Rick, you know, for many, you know, it could be the little cafe that opens at 5am for those the early tradesman coffee to hotels that are open 24 hours a day, or casinos seven days a week, 365 days a year. So there's such a breadth there, and it also provides them an opportunity they to further their education. Because, for many, their first experience maybe the local little takeaway shop with their parents, or, you know, that fun little diners that you have there in the States, or, you know, all that's that cafe where they've moved in with their group of friends from uni and one of the friends of working there, or, you know, yeah, and so that's usually their first foray into, Okay, this looks pretty good. It can't be too hard pouring a coffee and and serving it. But as we know, Rick, it's not that easy, but it's a lot of,

Rick Denton:

my goodness, yeah, there I didn't my first jobs were in grocery so that side of retail and then actual sort of clothing retail, right? I avoided sort of the food and beverage side of hospitality, because, as you said, it might look simple, but it is absolutely not simple. And I think that's a lot of the truth when it comes to experiences in general, when I'm at a great hotel or when I'm in the middle of this amazing travel experience, I don't really think about it, just like we're saying pouring coffee, it's easy, right? But when you're the customer, the passenger, the guest, the experience just happens when it's really great. How is it the brands can create those just intuitive experiences for customers?

Michelle Pascoe:

And to me, it is sharing, you know, the CEO, the manager, the owner of that business, really sharing with their team what their vision is, and then, of course, what their values are, and how they model those values. And to give them that little you know that word empowerment was that you know that bit of a buzz word a few years ago, and that's coming back in because micromanaging doesn't work, but you do need to train them, but you do need to share that vision, because when you do, that's where that intuitive service comes in when they know that knowledge. So the person comes into, perhaps your restaurant, and if you've shared with your frontline person where the potatoes have come from, perhaps the farmer has come in and shared it, or you've taken them on a trip down to your beautiful local markets that I know so many of your towns and cities have there in America, and they get to understand that product, that it's so much easier for them to share that and that's where that intuitive service comes in, the watching they're starting to connect with the, you know, with their customers, their guests. When they come through the door, it's remembering who they are. It's those introductions and then being observant. I think that's probably the biggest thing with hospitality, it is being as, you know, serving, and you are there to provide this amazing service. But that observation is absolutely key, where they're looking around and thinking, who's pulling back from their chair, who's looking with the eyebrows furrowed, you know? And that observation, that's where, that's where a really great server comes into place because they're asking the questions or answering them before the person's even thought about them, and that's that. That's that key service.

Rick Denton:

Hey, there. CX Passport, travelers. I want to let you know about CX Passport Live. CX Passport Live helps brands amplify their event's impact with the power of live in person podcasting. Brands partner with CX passport live at their on site event to help excite attendees, reward high value customers and convert potential customers. Bring a new level of energy and excitement to your event and amplify your brand's impact with CX passport, live Learn more at CXpassportlive.com, now back to the show. You're, it's interesting. I'm I'm listening to you. One is just a student of what you're saying. But I'm also listening to you as I'm observing you as a person in hospitality. You've done a couple things here already where you talk about, you mentioned the farmer in the villages, you know, like Rick in those wonderful villages that you have in your country. And Rick, you know. And you point it back to me when I know full well, Michelle, you've got those same exact experiences there in Australia. But you're, you're, you're finding a way to sort of reach out and connect with me. That's something you developed over decades. How should a company, and maybe a company, or just a team or a person, you've got this new hire? How are is it just this? Is an innate skill? Can it be train? What is it this observation and then the pivot towards the customer, the guests that you're describing? How can that be equipped in someone who's new to hospitality? Yeah,

Michelle Pascoe:

it's taking that time. It's that first day. It's that moment from that interview. Rick, you know, we, we can get very excited at interviews, and we share with this new employee all the wonderful things that's going to happen, and they're excited, and there may be a one or two week build up before they even get to to start in the business, and then on that first day, oh, well, things. Caught up. You're not there to meet them, and it's not as nice, always welcoming as they thought it would be. So I always say, and it takes a little bit of time, but what you're doing here, you are creating that first impression. Great interview. You've now employed them. And as I said, there may be a couple of days, give them a call, you know, just, you know, maybe the day before, and say, really looking forward to you coming in tomorrow, just letting you know, I've been thinking, there is car parking down the street, and, you know, at lunchtime, you you know, we go for a break about that. It's a great coffee shop. Let them know, particularly the, you know, new to the new to the area, and then be there on that first day. You know, I know we're all busy being business owners. But if you can spend it is worth every moment just to spend that five minutes and say, Hi, Rick, I'm so glad you've joined me today. I'm going to introduce you to a couple of key people, and then they're going to show you what our business is all about. So you know, you've started to share that story. You Be There. You, you, you actually get them to shadow somebody not the the first time on the roster, and the first shift is, well, here's how you make a coffee, and off you go. It doesn't come naturally to many people, so they have to shadow. We want them to observe. And you know, I was down in Tasmania, which is this tiny little island at the bottom of Australia in September this year, and they have a lot of overseas people who are working there, but they don't know the Australian area, and particularly Tasmania, it is a beautiful part of the world. But I had, I observed the Australian wages that have been there for a period of time. Rick they had new people from Brazil, just one or two stuff, and they'd be listening to the stories. They'd be listening to this way to say, ah, do you know? Just around the corner, this is where this is. And you can go there to to meet the beautiful fairy penguins. And over here is where that you know, and, and you can see this, they weren't serving, they were just listening. That's like that experience, yeah.

Rick Denton:

And we could spend an entire episode. And who knows, Michelle, we may come back and have you back for a second episode and focus exclusively on that onboarding experience, because when I think of the multiple jobs that I've had, onboarding day one, most often is All right, welcome. Here's a bunch of forms to fill out, and you go into some overly lit fluorescent room and fill out a bunch of forms using the same information that the company should already know about you and all of that as you get set up, as opposed to what you're describing, which is the vision, the warmth, the stories of the culture there. But we're not going to focus just on onboarding, because we're going to save that for the future. I want to talk about something else that you had brought up with me, and that is that idea of this multi generational design, especially if you're talking about in the hospitality and travel place, you could talk about something that has six generations, a need to design for that kind of breadth, in a multi generational expression. Where have you seen a company doing this really well? What lessons are there out there for others? Yes,

Michelle Pascoe:

look, you know, I am fortunate being particularly in hospitality and venues, we're looking at six generations of customers, those that are pre veterans, right through to our alphas, which I may just say quickly are. At the end of this year, there will be 2 billion of them globally. So and they are, you know, the top end is age 14, if you're not thinking about them at this stage, then you are losing a lot of business, because they are large household influences, where you see businesses do really well. Here is thinking about what's that experience. So, you know, just before COVID, I was traveling in Singapore, and I was checking into the Ritz Carlton, and then there were people in front of me, and they had a couple of children, I'm thinking, children. I'm thinking, oh, you know, this is, this is going to take a little while, because you could see the children, you know, pulling on mum and dad's legs, going, come on. And they also had the elderly parents with them. Now, the first thing we noticed, well, I noticed, was that there were the the person came from behind the counter and said to the, you know, the older couple, please come and take a seat so and while another person was attending them behind the counter to fill out the forms and do all those procedures so they were comfortable, the parents are now engaged and listening to all the things that they're going to need to know. But as the counter went along, it actually then dipped Rick and cut into the counter down to child height. That's where the children then were asked to come along here and have a little bit of there was some play, Doh, you know, pasta, calorie in sheets. But what that enabled the child to do was then to stand that it was at their height. So we had those three key really, from pre veterans right down to alphas there that were experiencing this. Just check in moment of, Wow, we feel good. Everybody feel comfortable. We're not getting up to our rooms going, oh, goodness me, you know. And we see that in a lot of places, you know, in restaurants where they may be thinking, you know, we've got aging people that may be on, you know, a frame or. They may be, you know, a lady with a large pram, so how do we set the furniture up? It's thinking about those, those sort of things, but those experiences have to be looked at by the team. And that's where that observation comes in, really doing some research in your business and saying, Where are these key times? Are they all coming in at one time, or are they breaking up throughout the day? And then how do we create these experiences for them so that everybody has a wonderful time, whether they are 80 plus or eight months?

Rick Denton:

Gosh, you know, and what you're describing not just the observation. It's an and a conscious choice to observe, the skill to do so and a conscious choice that what you're what you're saying, is relatively simple. Have some Play Doh have some coloring books. Have a desk that's at the height of children when I say the words, it's simple, but there was a choice. There was a design choice to have that in place. There's probably a checklist at the beginning of the morning that is, is the PLATO stocked is, is the flight that is expected today, one from a destination that is known to serve families, or is it for business travelers? Whatever that might look like? That's

Michelle Pascoe:

right. Yes,

Rick Denton:

I would like to completely shift gears here. Von, okay, and it's my jealousy because of where you are and where what you're experiencing right now. I had talked about how for folks outside of Australia, we think of Sydney, we think of Melbourne, and perhaps folks do the same when they're thinking of the US. If they're not familiar, it's a New York, it's in LA, it's a Chicago kind of mindset. You're not there, you started to tell us a little bit about your area, but I would really love to know a little bit more about it. And any tips for a traveler there to say, Hey, get out of those named areas and come here. Yes,

Michelle Pascoe:

and that's probably the biggest thing. You know, tourists will come to Sydney, or they'll go to Cairns, which is our barrier roof. But it is great to get out of Sydney. Of course, we've got the blue mountains here, west of Sydney, which are absolutely magnificent. Perth, which is on the other side of Australia is, is a beautiful place, you know, and so expansive, you know, it is. It takes up our whole country, you know, like more than a quarter of it. But also places like Tasmania, where you have a lot of a lot of forest, it's very, very natural. Beautiful, dams, beautiful, you know, if you're into walking things like that. It's fantastic. But here in barrel, you know, the Southern Highlands, as we do, have a lot of tourists, we have tulips like you get, you know, in what do we call it now, the Netherlands. And said I was about to say Holland and famous black because of our our cold weather. But even places like Mudgee in the Hunter Valley, which are is only about three hours from Sydney. There is our wine region. Now, my daughter has a business there, and it is a beautiful space, and people go there for a weekend. So when you travel to Australia, you've got to realize this is a very big country, and it takes, you know, next week, I've got clients that in a place called Gunnedah. It's and I'm training there. It's going to take me nine hours to drive there next Thursday, train there all day. Friday, nine hours to come home on Saturday. I'm still in New South Wales. I haven't left so it's a big place, but I have been to Dallas, Fort Worth Texas, and I love your airport there. And if I can just go back just one step when we're talking about that intuitive service. And what makes something really special was I was in Macy's probably must have been about 2019 in Dallas, because, okay, well, I was on an overnight flight, so I had a couple of hours, so I have to girls, got to shop. Greg. Anyway, I was shocked. And then all of a sudden, I heard over the PA system. And I don't, I don't think they introduced it by ladies and gentlemen, it might have been customers. We just like to acknowledge, you know, it was, say it was sue in the luggage for doing an excellent customer service. And it just blew me away. Yeah, we just, yeah. We just want to recognize Sue. And as I said, I think I might have been luggage sue in in luggage today, because she created this amazing experience. So obviously the customer must have gone up and said, Wow, that person was great. I'd never heard it before. That's the only time I've heard it. Maybe it was a manager on that day, but yeah, I'd love for you. You know yourself and your listeners, who perhaps go to there, whether they whether they still do that. But I thought, Wow, what a way to acknowledge somebody that is, you know, you haven't got them up on the stage, but you're acknowledging for the customers to realize that you're appreciating the service that they're providing your customers. I thought that was fantastic. So

Rick Denton:

Michelle, that's really cool. I wish that, uh, to know which Macy's it was. Was it the North Park one? Was it the gallery? All of that was a big one well, and I think they're all kind of big. I also find it interesting that you. Use a story that a lot of us in Texas use, that it's, you know, we can be driving for nine but we can be driving for 15 hours if you really are kind of end to end of the state, and you never leave the state. So New South Wales is, is the Texas of Australia. So you and I have a little more in common than even I realized before we started. W

Michelle Pascoe:

Western Australia is even bigger. So there you go. You look at the map, it is huge. But anyway, yes,

Rick Denton:

well, and that distance is something that comes to mind when I think of Australia, because Australia, to me, is so far away, and that's where a first class lounge can be so important with a flight like that. So I want to invite you into the first class lounge here at CX passport here, we'll do a little change of pace. We'll move quickly here and have a little bit of fun. What is a dream travel location from your past? Finland.

Michelle Pascoe:

I went for my first White Christmas at the end of 2023 and it was absolutely magical. What

Rick Denton:

a fun story that that was your first White Christmas. I I make a joke. That's the reverse. The only white Christmas that I ever want is a white sand beach Christmas in Australia. So I hope that I get to experience your version of Christmas sometime in my life. But Finland must have been absolutely delightful around the Christmas.

Michelle Pascoe:

It's one of the it's the most beautiful country. We had a fantastic group courier you know, who has been there for 30 odd years. He had come originally from Chile, and he was, he was he made the trip. He really did. So it is amazing

Rick Denton:

how a guide, what that that really can make the trip? What about the other way looking forward? What is a dream travel location you've not been to yet? I haven't been

Michelle Pascoe:

to Canada, you know? I've always wanted to go to Canada, and there was an opportunity there. My nephew married a lovely Canadian girl, but unfortunately, my father became quite ill, so I had to cancel my trip. But I've always wanted to go there because, you know, we hear about the Calgary Stampede, and I've met so many Canadians over the years. And just to Yeah, because I go to America quite a lot, you know, and I've been to so many of your states, but I think, Oh, yeah. So I really want to try to get to Canada sometime next year. Well, that would be ideal. I hope

Rick Denton:

that happens. It's been a while since I've been there, but I remember really enjoying but, I mean, it's been a while, it's been probably 20 years since I've been there, but it is a very delightful place. What is a favorite thing of yours to eat.

Michelle Pascoe:

Oh, hope nobody's listening chocolate. We've got this wonderful chocolate shop in apparel, and the lady's name is Michelle. So we get on who owns the place? So we get on like a house on fire, Rick, and it's all these beautiful handmade chocolates. So I go there once a week, and I buy probably 14 chocolates, and they cost about $37 so it's my indulgence, and that lasts me a whole week. If my husband doesn't find them, then I hide them in the vegetable, because nobody eats the vegetables, and they're delightful. So

Rick Denton:

I'm prone for a chocolate food. And the danger of loving that and having such a great shop local to you, is dangerous. What is something you were forced to eat when you were growing up, but you hated as a kid?

Michelle Pascoe:

Well, I grew up on a farm, on a turkey farm, and I remember, for some reason, I have no idea, my parents got sheep, sheep's brains,

Rick Denton:

oh yeah. And I got and

Michelle Pascoe:

I went to a bush school, so there were only 10 kids at our school, and I remember opening up my lunch box, like in the box, and my parent, my mother, had made put brains on my sandwich.

Rick Denton:

Oh, my gosh. Oh, never again. No, I can imagine, I've gotta imagine you were unsuccessful at trying to trade that lunch with others. My she brain sandwich? Can I have your turkey? Nope, that didn't work out so well, Michelle, we're gonna have to leave the first class lounge. But as we do, what is one travel item, not including your phone, not including your passport, that you will not leave home without

Michelle Pascoe:

a book. I love reading. I absolutely love reading. And you know what I did last week? Quickly, I flew to Hong Kong, nine hour flight. I had a brand new book with me, 265 pages, and I read the whole lot. I never watched a movie. I went to the bathroom once. I didn't even put my headphones on, and I just sat there. And it was wonderful. Wonderful. You. A fair

Rick Denton:

I'm going to want to know what that book is that kept you that enraptur for nine hours that is fantastic. And there's nothing quite like being immersed into a book when you've got that kind of just draw in there, they've set the stage, they've got the plot, they've got the characters all that. And I know that if I can take that book idea into something else that you've told me that is really important to you, and that is setting the stage, setting that scene is really important to you. Mentioned a little bit of it earlier. My father was a physician, back when physicians had their own solo practices, and he had two choices on how to enter his office. There was the door around the back or. He could go into the front the waiting area. And he always chose that waiting area because he wanted to see what the patient's first experience would be like. Now, there were probably some days that he did sneak in the back, but in general, he really tried to go in that front door setting that scene. What are some scene what are some examples of some great scene setting that you've experienced? Or if you want to, there's the other way. What are some scenes that may have disappointed you as well?

Michelle Pascoe:

I love this topic because so many people in business just look at that service component, but that scene setting is absolutely key. Step outside your business, walk in from your car, if you've got a car park, or even from the pavement, you know, walking from the pavement, I know, you know, it's, well, that's government land, you know. But if it's got sticky chewing gum, clean it up. Then look at, look at your display from the window, you know, I know, particularly at this time of year, we're starting to get in Christmas displays. And of course, you've got your Thanksgiving just past Halloween. But you know, I've seen some shops that, you know, food shops in. Oh, this will be wonderful. And then there'll be just like this line of dust and a few dead flies, you know, the legs, you know. And you still think, have they come in, glass doors, handles, you know, are they covered in footprints? Up footprints. I know

Rick Denton:

that Australians on the other side of the globe, but I think that we all use,

Michelle Pascoe:

silly me, but you know, it's even, you know, wiping down that area where people are going to be opening and closing that door. What does it look like? Are there weeds? Have you got? You know, what does your branding sign? You know, a lot of people have opened businesses, you know, even a few years ago, but the sun's faded that take a look at that new phone numbers all that correct. Then you go inside, what's it like? Is, it's a very hot day, and I know, you know, in America, the same as Australia, we all have our lovely puppy dogs now, many people take those with them when they're shopping, if that's your, you know your area, and you allow shop, you know, business dogs to come into your having that bowl of cold water. But then thinking about the the two legged people that come into your business, if it is really hot, what can you do for them? What about just a nice little table with some cold water with a couple of slices of lemon and lime in it and ice, you know, think, think about those things, of course. Think about the little rubbish. When you put the little cups in, you know, you don't want to make a mess. Umbrellas, you know, just I was saying to you before coming back from Hong Kong last week, you know, the monsoonal rains, every business that you walked into, you had a special holder where you just ran your umbrella through it and it dried it off. But as well as you had a canister there for your umbrellas. Then thinking about the actual spaces of your aisles, if you were, you know, a baby shop, is there that area for prams to go along if you were a baby shop, because usually people bring their babies with you. If you've got a space where there are aging people, you know, if you've got, you know, you know that there is a group of people coming, setting up that space beforehand. Now, I work with a lot of restaurants and cafes. Rick and I was saying to them, you know, on really big days and you've got a lot of reservations, instead of them having to go and get the cutlery from, you know, the main, you know, table, you know that's got the salt and pepper and tomato, you know, the sauces, and you catch up and things have those tables already set out. So all the reserve tables, all the the napkins are there, the knives and forks, all the salt and peppers, they're already on that table. So you don't have 18 or 24 people getting up and down, moving around, yeah, they just go there. So it's thinking about setting the scene. It can be for a long period of time, or it can be just for those short bursts. How are we going to create an experience that they're going to go, wow, this is going to save us a lot of time, but also is not impacting on other diners or customers as well.

Rick Denton:

And I realize that it's easy for you and me, we're sitting here, we're on a podcast, in our comfortable spaces to talk about that. I know that there's an actual challenge in doing so, yet what you're describing is sort of a conscious choice. I'm going back to what we had talked about earlier. I think about and you gave me the thought when you talked about the water cups. That's nice, that's delightful. A lot of folks think of that. I've seen a lot of places that don't think of the trash bin, and I'm thinking of so many restaurants have little mints as you are walking out of the restaurant, great. Pop that mint in. And now I've got this little plastic wrapper that I have no earthy idea what to do with, and I don't see a trash can, I have no idea what to do with that. So those little things that seem that's not a, I guess, that scene setting, but on your exit, that's how I remember that last moment with that restaurant. There's a

Michelle Pascoe:

sorry even about the restrooms, Rick, you know, I know we have a number of hand dryers, but people still have paper towels, and they enjoy that now they go out of that restroom. And many people, and I'm one of them, I. Use a piece of that hand paper to open the door. I walk out. Now, what am I going to do with it? And so I found a number of my clients, they started having these piles of paper behind the door because people would leave it, but as you exit, just have a little trash can there so they can put that in. It's just those simple little things that you've gotta think about. The whole mapping of that journey.

Rick Denton:

I've seen more of that. I too, like to have the little paper towel with the handle there. And I've seen more of that, which I'm thankful for, because exactly that. And you're right that restrooms are so vital. I don't know if you're familiar with the Bucky brand here in the south and the Texas area of us, but that is their claim to fame, is clean restrooms, and just that scene setting of, you know, you're going to stop here. It's going to be clean. There's not going to be paper towels everywhere. That is going to set that experience, along with the rest of what the Bucky brand is. Again, another episode for another time yet. Let's talk about this. There's the flip side of that, and then, sadly, I can tell the time is starting to tick away from us here. But I want to ask you this, because it's easy, like I said, For you and me to talk about this in the abstract, but there's another side of it, and that's cost. There are brands listening right now. There are people that are working with brands that go that's really great. Michelle and Rick, nice of you all to have that theoretical conversation, but I don't have the resources, I don't know the funds, I don't have the time, I don't have the priority to do all that experience stuff. What do you say to those brands?

Michelle Pascoe:

Well, I wish you all the very best of luck, because you won't be in business for very long,

Rick Denton:

and we're out. No, I love it. We could end on that, Michelle, but I love that perspective, beyond telling them that they're going to be looking for a new brand to create. How can you motivate them to actually turn that attitude around?

Michelle Pascoe:

You've got to think about the fact, I know business, it takes a lot of time. You know, both of us have been in business for many years, and I'm sure your listeners have been too. But you know, you've got to, you've got to make time in your business to create these experiences that that container of water, you know, you can go down to Trader Joe's or wherever your local you know, store is, you've got your Black Friday sales coming up. You know, grab grab those. You know, that cheap water jug a lemon is not going to cost you much money, that that doesn't cost you much money, but what it does is creates an amazing experience that people will remember, and they'll come back to you and they'll tell others, cleaning that restroom that doesn't take, that doesn't cost money, that's just looking at your roster and seeing who's on that shift and allocating time for them to do that. So it's it's thinking out, looking at things a little bit more, you know, more clearer. That's why systems and procedures are really important. Rick, because without systems and procedures, we just get through the end of the day. We don't know how I've gotten there, and things have all been higgly, Piggly, and probably taken up a lot more time than we needed. So having those systems, having those rosters, and dedicating people and time, putting pride into their work, that that's what's that doesn't cost money. And in all seriousness, if you don't think about that customer experience and service, then I don't know how they will succeed. It is very hard in business and in hospitality to get past that one year, three, year, five year mark without creating experience that people go I want to go back to you whether they're on one side in Texas or whether they've got a brand that's across the whole country where

Rick Denton:

that's it. I'm not asking you anything else, because I want to end on that. Because You wove together so many things that I care about, the process, the choice, the execution, the hospitality of the care, the customer, the the design choices. It's all beautiful. It's all there. Michelle. Michelle, if folks wanted to get to know a little bit more about little bit more about you, your podcast, your approach to customer service, your approach to hospitality, what's the best way for them to learn more?

Michelle Pascoe:

Oh, thank you. Rick. So they've gone to my my website, which is Michelle Pasco, so m, I, C, H, E, double, L, E, P, A, S, C, o, e.com, and all the information is there. So whether it's my leadership program development, I'm very much into inspiring and getting them to move from buddy to boss, you know, from that front line worker, and have them on that journey to to go through and then create these amazing careers. Of course, I know you're going to put my link there for my podcast, but all the information is there. As I said, I love traveling. I'm desperate need to read another another book, so please invite me to come over to the US. I know I've got a couple of trips already lined up for 2025, and I do a lot of conference speaking. So there's a lot of information there as well. Well,

Rick Denton:

good. And I certainly that's all going to sit there in the show notes, and folks can get to know a little bit more about you and and reach out to you and suggest a book that you can read on that flight to the US when you're coming for that next great conference or that next great client. So Michelle, it was a delight having that conversation with you today, the focus on hospitality, the focus on that. Actual scene setting. This is this is delightful, and I think it's important, and I think it's something that well, as you said, if it's not being done, well, good luck with your brand. Michelle, thank you for being on CX passport.

Michelle Pascoe:

Thank you so much, Rick,

Rick Denton:

Thanks for joining us this week on CX Passport. If you liked today’s episode I have 3 quick next steps for you Click subscribe on the CX Passport youtube channel or your favorite podcast app Next leave a comment below the video or a review in your favorite podcast app so others can find and and enjoy CX Passport too Then, head over to cxpassport.com website for show notes and resources that can help you create tangible business results by delivering great customer experience. Until next time, I’m Rick Denton and I believe the best meals are served outside and require a passport.

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