CEO - Optimum Operating Procedures and Services Pty Ltd
- CSP - International Speaker, Trainer, Researcher, Author, Podcaster
Education & Training
My Connection Statement
The hospitality venues that thrive are the ones that create unforgettable customer experiences that turn their guests into advocates and keep them coming back time and time again.
My suite of training and leaderships programs have been developed over the past three decades, igniting the potential in your team, so that every interaction with your guests is a memorable moment – A VIP Experience.
About Me - My Biography
In 1994 I founded one of Australia’s most respected training companies, Optimum Operating Procedures and Services Pty Ltd (better known is OOPS). Now a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, staff training and leadership development.
As an international Certified Speaking Professional (CSP), an accredited trainer and assessor, I combine my extensive experience and specialised knowledge with an absolute commitment to igniting the potential in each and every individual so they can achieve outstanding results. My program participants – from across the registered club industry, hospitality, manufacturing, real estate, automotive, self storage, Government, Women in Business and professional services sectors – leave my presentations feeling inspired, educated and equipped to deliver outstanding service experiences.
Employing a team, working with multimillion dollar clients and coaching and mentoring the leaders of tomorrow as well as SME Entrepreneurs, and Women In Business, I believe in seeing and igniting the potential in others, so they choose the life they want not the life others tell them to have.,
My key focus and passion pertains to service delivery and expectations of the 21st century customer, through mapping the journey of today’s customer, and believe no matter what industry, service is the key point of difference in creating the essential human connection. The emergence of the Extreme Customer, who is connected, competitive and optimistic, and relentless in his/her pursuit of value, is driving the changes in how organisations deliver their product or service.
Some of my clients have 5 generations in their organisation both frontline and management, therefore I have developed the “Non-Negotiable Service Standards” plan to connect and frame the intergenerational workplace. I also deliver a Keynote and online course (launched May 2019) on Connecting Generations Through Customer Service.
With over two decades of measuring and analysing my clients and their competitors, my presentations are content rich with real case studies delivered with passion and authenticity – leave my presentations feeling inspired, educated and equipped to deliver outstanding service experiences to your customer and team.
Providing our clients an insight through our tailored OOPS Insight Reports (Mystery Shopping) on their clients needs and the service that they are provided by team members, the image of the business and the day to day operations and of course marketing strategies and their success.
My other passion is professional speaking and training through our various Customer Service, Leadership and Coaching workshops. I love igniting the potential in each person that I train especially those who don’t always see the potential they have inside. Stepping up from “buddy to boss” can at times be challenging and it is this group of middle management that I enjoy working with so much, building their personal and professional development.
I love what I do. Being a woman in business has been challenging, however, not daunting, and I have enjoyed over the years watching other woman grow their businesses and succeed.
Over the years I have trained and coached multiple generations in the Registered Club industry as well mentoring women in small business and supporting their future endeavours. I spend a lot of time in my company but I do allow myself to enjoy the journey a little more now. This is my 28th year in business I still love what I do.
Travelling – overseas and Australia. I love watching people, being a researcher seeing how people interact with one another in the workplace and with customers always intrigues me.
Observing how people interact provides me the opportunity to learn more about human behaviour and the connection they have with each other, the service and the product.
Mapping the Journey of the customers experience is a true passion of my and a great interest.
How I Can Help Other Members
The Customer Experience is key in every business, no matter the size, product or service. I have always said “you can have a great service or product”, however, if it is delivered with a lack of attention and detail on a consistent basis then the business will not grow to it’s full potential and in many cases cease trading. Without service your customers will go elsewhere very quickly and tell everyone else they know.
We have two ways that we can assist members in Her Business:
Our proprietary market research software (mystery shopping) will provide you real time insights on your business; product, service, connection with customers, media, over the telephone and in person. Our reports provide a foundation for you the business owner to map your journey forward. These reports are highly customisable, enabling you to see in depth your business from the eyes of the customer,.
We also have a suite of training programs for frontline team members and our coaching programs for those who are stepping up from Buddy to Boss or are in a middle management roles that are available both in person and online.
Why I Became a HerBusiness Member
I have been a member of Her Business for over two decades and have seen how Suzi has evolved the association into one that provides so much content that is there for all members at all stages of business.
I love meeting other woman who have well established businesses and those on the journey, hearing about dreams and goals.