Sales is central to your bottom line and the key component is your frontline team.  Achieving optimum sales is deeply embedded in customer satisfaction.  The response of your customers is the foundation upon which your business is built.

Every business says they provide "good" customer service, however, it is going beyond the expectations of your customers and breaking away from your competitors, setting the standard for your industry.  Michelle calls it the "Tim Tam" experience, more than just a biscuit on the side, it's adding value and building a loyal relationship.

With over 20 years in business Michelle presents the 3 E's of business that she learnt and developed from her clients;

  • Expectation
  • Experience
  • Evaluation


To serve your customers it is critical to understand:

  • Who they are?
  • What their expectations are?
  • Why should they be loyal to you?

In short you must “profile” the customer and establish the best means of servicing their needs, ensuring that their experience/perception of service – is beyond their expectations.

It is more than providing a product or service – your customer needs to be engaged by your staff.

The Experience, how does your organisation make that critical first impression?  Is your targeted marketing and advertising embedded in the customers experience?

Will your customers champion your cause?

To what extent is the experience the product of an entrenched organisational culture and value system?

The secret to a healthy Bottom Line and a successful business :

➢ A positive organisational culture

➢ Understanding your customer

➢ Engaging your customer

When the customer leaves your business what is their lasting impression;  Do they return and refer.  With Social Media impacting on the customer experience, no longer does a disgruntled customer complain to a handful of people it can now be hundreds and thousands as comments go viral.  

The lasting impression and evaluation by the customer impacts on your business bottom line.


  • Managers
  • Business Owners
  • Frontline Staff

CALL NOW ON +61 2 9799 7799 to discuss how Michelle will enhance your event and ignite the potential in your frontline team.