In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive.

Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection.

Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy.

💬 Key Takeaways

• Mystery shopping isn’t about compliance — it’s about connection


• Customers forgive mistakes when empathy follows quickly


• Feedback is fuel, not fire — use it to build trust


• “Fixing friction frees the magic” of great service

🔗 Links & Resources

• 
  Subscribe: The Michelle Pascoe Hospitality Podcast on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
  


• 
  Join: Middle Management Movement --> https://www.michellepascoe.com/middlemanagementmovementleadership
  


• 
  Book: Customer Service Excellence & Engagement Workshop --> https://www.michellepascoe.com/frontlinetrainingprograms
  


• 
  Commission: a Tailored Mystery Shopping Report for your venue --> https://www.michellepascoe.com/mystery-shopping
  


• 
  Newsletter: Join for Michelle’s free weekly insights on leadership and customer service excellence --> https://www.michellepascoe.com/blog