As a CEO I have operated multiunit restaurants in Copenhagen, Paris and Cape Town.
More than 20 years with my sleeves rolled up, in the muck of it.
I learned the hard way that customer loyalty is the key driver of profit and growth.
And that loyal customers come from engaged staff.
And engaged staff come from good leaders.
Get the leadership wrong and no amount of training at the counter will save you.
What I do now
For the past 25 years I’ve helped service businesses get this right.
Hotels, restaurants, leisure parks, retail.
Hundreds of managers have been through my programmes.
I teach leaders what works.
Then I coach them while they use it in their real job.
Until it sticks.
What I believe
Your NPS is a function of employee engagement.
And engagement is driven by how people work together.
People change when it means something to them.
My job is to help them see it.
A few facts
- MBA
- Trained as a business and personal coach
- Author of Best!, a book on service management – and how to implememt the Service Profit Chain
- Author of The Relationship Advantage , Your only edge in a world where ‘clever’ has bec0me a commodity
- I work in English, Danish and French
- Based in Marseille, working with clients across Europe, mostly online
“I have used Mike for the past ten years to train my management teams. It works.”
Dorte Gleie, Managing Director, SSP Copenhagen
What people say
The sessions have given me the capacity to take much wider perspectives, to focus on what makes a difference, as well as being closer to my employees.
Alex Bouleau, Head of Highways and Airport, COWI