CONNECTED & CONFIDENT with Melissa J Scott

13 Love Your Customers and Repeat Business with Michelle Pascoe

May 22, 2020 Melissa J Scott Season 1 Episode 13
CONNECTED & CONFIDENT with Melissa J Scott
13 Love Your Customers and Repeat Business with Michelle Pascoe
Show Notes

Customer service is often ignored by a lot of businesses, but without having repeat customers, we won’t survive. 

The more we become online focused, the more we want human connection. This is why customer service is so crucial and shouldn’t be overlooked. A business needs to understand and focus on the customer’s journey. Connect with them, don’t try to hard sell, it simply will not work. 

“89% of consumers have switched to doing business with a competitor following a poor customer experience.” - Harris Interactive

On this week's podcast my guest is Michelle Pascoe, she is a businesswoman, entrepreneur, speaker, author, coach, trainer, podcaster and a nanna. She established her company Optimum Operating Procedures & Services (OOPS) in 1994. She works with people in organisations to teach them how to lead a multi generational workplace and create a memorable customer experience. Her companies values are Honesty, Integrity, Confidentiality, Ambition, Trust, Accountability, Respect, Teamwork and Family. 

Today’s marketplace both online and offline are incredibly customer-driven. With so much choice around the globe in almost every industry means companies need to find a point of difference and retain the right to keep a customers’ business. Quality of your product and price is important, but equally as important for your customer is the service they receive before, during and after the sale.

“52% of consumers say they have made an additional purchase from a company after a positive customer service experience.” - Dimensional Research

In this podcast we will discuss:

  • How to maintain great customer relationships during the pandemic
  • Understanding the customer’s journey
  • Relating to multigenerational customers
  • How to avoid hard-selling and grow a stronger connection
  • How collaboration is key to sharing your message
  • How personal should you be with your customers

“I realized over time, connection with others, getting out there and talking to different people and sharing more about my personal journey, I don't know whether it's because I'm older but I'm not worried as much about people's judgement. When I finally started talking about myself, getting personal, it made a different connection with people and for my clients. I have stronger relationships.” - Michelle Pascoe



Collaboration is actually the key to connecting


How personal do you get with your audience in order to build connection?


How did you build your business back then? And how are you building it now?


Do you target people you want as clients?


The more that we support each other the more that we will grow as business owners

If you would like to get in touch with Michell, you can find her here:

And if you would like to check out Melissa, follow these links: