About

Sales and guest relations experts Michelle Pascoe and David Staughton have spent a combined 50 years researching and perfecting the art of customer service and are now sharing that knowledge and insight through their new book, The VIP Principle. In today’s society, the customer experience is of the utmost importance as it has never been harder to compete for a customer’s dollar. Showing readers how to delight their best customers and keep them coming back, The VIP Principle is a must-read for anyone running a service-based business.

Michelle and David take a scientific approach to the customer experience, outlining the strategies to measure client satisfaction, identify strengths and weaknesses, create a workplace of high-quality values and ethics, and prioritise improvements based on guests’ needs. Readers will learn how to satisfy current VIP customers and identify future VIP customers based on two decades of research in the industry. Businesses that are not focused on finding their next VIP customers will find themselves irrelevant in a fast-changing, disruptive marketplace.

Throughout the book, case studies and scenarios highlight real stories of what it takes to progress a business to the next level by creating and retaining loyal guests. From first impression training to competitor analysis, the authors walk readers through each step to expand an already successful business or revamp one that’s not living up to expectations.

Readers can purchase a copy of The VIP Principle now at Amazon.com and other online retailers as well as through our website.

headshot-michelleMICHELLE PASCOE is an International Certified Speaking Professional, an Accredited Trainer and Assessor, and managing director of Optimum Operating Procedures and Services, Pty., Ltd. (OOPS), one of Australia’s most respected training companies. She works with small to multimillion-dollar companies in the registered club industry, as well as the hospitality, retail, manufacturing, real estate, government, automotive and professional services sectors to ignite employee potential and drive outstanding service experiences.

To learn more about Michelle, visit:
michellepascoe.com
oops.net.au

headshot-davidDAVID STAUGHTON, BSc (Hons), AFAIM, CCEO, MIMC, is a scientist, author, speaker and award-winning businessman who helps companies find more opportunities to make sales all year round. With over 30 years of experience, Dave drives business development and cross-selling in a broad range of industries including mining, retail, hospitality and consulting. Dave’s consulting and training clients include multinationals, nationally listed companies and groups of small businesses seeking to radically lift team member engagement levels and boost sales results.

To learn more about David, visit:
davidstaughton.com
bighat.com.au