The Michelle Pascoe Hospitality Podcast · 2026-06-23 · 14 min
Poor customer service keeps winning in registered clubs because the cost of inaction is invisible. Hospitality training expert Michelle Pascoe, a Certified Speaking Professional with over 30 years in the industry, explains that until club leaders build a single service liability number, training investment stays optional, budgets stay cut, and service standards keep drifting.What would change at your club if the board could finally see what poor service is actually costing them?In this episode, Michelle identifies the structural reason service training doesn't stick: the environment it lands in was never designed to hold it. Training works because the culture surrounding it reinforces it. When middle managers aren't modelling the same standards, when recognition systems only notice what goes wrong, and when frontline staff intelligence never reaches the decision-making level, even the best workshop evaporates within weeks.The same revolving door that loses members also loses good people.
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