Podcast appearances and mentions of michel falcon

Michel Falcon, founder of Brasa Peruvian Kitchen, is a restaurateur, author, and keynote speaker who has used unorthodox tactics to build his brand. From launching a hotline phone number so people can learn about Peru, to applying strategies inspired by Netflix, he's taking a unique approach to the restaurant industry. Listen now to learn about deep family roots, thinking outside the box, and why you won't forget 1-844-GO-BRASA. Sponsored by:  • TOAST - All-In-1 Restaurant POS: https://bit.ly/3vpeVsc

Imagine a workplace where every decision begins with a single, powerful question, “How will this affect our people?”. This is the cornerstone of a people-first culture–a philosophy that integrates employee well-being into every facet of a company's operations.But what does this look like in action? Thankfully, this week's guest is here to share what he's learned along the way of building people-first organizations.Today's guest is Michel Falcon. With 15 years of experience building his own companies, consulting for some of the largest, and writing a bestselling book, Michel has the real-world experience to share what exactly makes high-performing teams, how to design and deliver never-seen-before customer experiences and build thriving companies in any market. As a speaker, Michel has been on stages around the world from Toronto and New York to Riyadh and Melbourne leaving audiences with ideas they can apply within their organizations and teams instantly.Michel reveals how a focus on employees, customers, and stakeholders can drive lasting success. With strategies like 3P framework–Purpose, Process, and Profit–Michel explains why treating everyone as your “best customer” changes everything.In the extended episode available to Podcast+ members, Michel shares his unusual hiring process, including group interviews, detailed career descriptions, and special onboarding gift–all designed to set employees up for success.Join the conversation now!Get FREE mini-episode guides with the big idea from the week's episode delivered to your inbox when you subscribe to my weekly email.Conversation Topics(00:00) Introduction(02:04) What is a people-first culture?(05:43) The 3P Strategy explained(09:10) Helping employees align their purpose with the company(11:57) The one thing organizations miss during the onboarding process(13:30) The $20 interview question that changes everything(17:48) Fostering a culture of learning, growing, and developing your people(19:08) Transitioning from a traditional workplace to a people-first culture(21:24) Managing performance in a people-first culture(23:16) How mid-level managers can initiate the shift(26:20) A great manager Michel has worked for(28:13) Keep up with Michel(29:03) [Extended Episode Only] Michel's unusual hiring process(33:44) [Extended Episode Only] How to assess people during the interview process(36:27) [Extended Episode Only] Interviews are not interrogationsAdditional Resources:- Get the extended episode by Joining The Modern Manager Podcast+ Community for just $15 per month- Read the full transcript here- Follow me on Instagram here - Visit my website for more here- Upskill your team here- Subscribe to my YouTube Channel hereKeep up with Michel Falcon- Follow Michel on Instagram, Facebook, and LinkedIn- Visit Teams by Michel Falcon for more information here- Grab a copy of Michel's book People-First Culture hereFREE Consultation with Michel FalconMichel is offering a free consultation to one member of Podcast+. You can use this time to get advice or pick Michel's brain on how to help you, your team, or your organization, foster a people-first culture. To get this guest bonus and many other member benefits, become a member of The Modern Manager Podcast+ Community.---------------------The Modern Manager is a leadership podcast for rockstar managers who want to create a working environment where people thrive, and great work gets done.Follow The Modern Manager on your favorite podcast platform so you won't miss an episode!

In this episode, Michel Falcon, a hospitality and restaurant entrepreneur known for his operational expertise, shares his journey from working in a call center for 1-800-GOT-JUNK to opening successful restaurants in Toronto and New York. He discusses key concepts like talent density and pay transparency and how they impact organizational success. Michel emphasizes the importance of a people-first culture and transparent compensation, explaining how these strategies have led to lower employee turnover and higher engagement in his businesses. The conversation highlights Michel's practical initiatives and insights that can be applied across various industries. Episode Highlights: 07:40 The Birth of Brasa Peruvian Kitchen 13:45 Navigating Challenges and Embracing Risk 18:50 The Importance of Company Culture and Customer Experience 25:26 People-First Culture Initiatives at Brasa 34:02 Pay Transparency and Its Benefits Michel Falcon is a hospitality entrepreneur, keynote speaker, and best-selling author of People-First Culture: Build a Lasting Business by Shifting Your Focus from Profits to People. Renowned for creating customer experience, employee engagement, and company culture strategies, Michel’s expertise has guided global brands like McDonald’s, TD Bank, and Lexus. As the founder of Brasa Peruvian Kitchen, he has achieved guest and employee satisfaction rates three times the industry average. A proven practitioner, Michel’s insights have driven multimillion-dollar success in his own ventures, making him a trusted voice for leaders seeking to build profitable, people-centered organizations. How to connect with Michel: Website: www.brasaperuvian.com LinkedIn: https://www.linkedin.com/in/michelfalcon/Facebook: https://www.facebook.com/profile.php?id=100017824532830Instagram: https://www.instagram.com/michelfalcon/?hl=en For more insights: Follow me on my YouTube Channel: https://bit.ly/47GgMdn Sign up for my Weekly Newsletter: https://bit.ly/3T09kVc Sign up for my LinkedIn Newsletter: https://bit.ly/49SmRV3See omnystudio.com/listener for privacy information.

LifeBlood: We talked about creating high functioning teams, the business case for putting people first and paying them accordingly, the necessity of doing something radical, and how to create a sustainable culture, with Michel Falcon, Founder and CEO of Brasa Peruvian Kitchen, author, consultant, and keynote speaker.     Listen to learn why people don't fail- processes do! You can learn more about Michel at MichelFalcon.com, X,  Facebook, Instagram, and LinkedIn. Get your copy of People-First Culture here: https://amzn.to/3UPwgrY  Thanks, as always for listening! If you got some value and enjoyed the show, please leave us a review here: ​​https://ratethispodcast.com/lifebloodpodcast You can learn more about us at LifeBlood.Live, Twitter, LinkedIn, Instagram, YouTube and Facebook or you'd like to be a guest on the show, contact us at contact@LifeBlood.Live.  Stay up to date by getting our monthly updates. Want to say “Thanks!” You can buy us a cup of coffee. https://www.buymeacoffee.com/lifeblood

#87. In this episode, we sit down with Michel Falcon, restaurateur, author, and keynote speaker, to explore his journey from launching the first Brasa location to building a brand synonymous with Peruvian flavor and excellence. Michel shares insights from his early days opening store number one, securing his first investor, and considering private equity funding.Drawing from his time at 1-800-GOT-JUNK?, Michel reveals how principles like Talent Density and the Traffic Light Model shape his approach to scaling Brasa and developing a winning team culture. We also dive into Brasa's unique hotline, and the secrets of Peruvian cuisineFinally, Michel opens up about the questions he wishes people would ask more often and discusses his book, a must-read for anyone in hospitality.Where to find Michel Falcon:WebsiteInstagramLinkedInFacebookTwitterWhere to find BrasaWebsiteInstagramTwitterWhere to find host Josh Sharkey:InstagramLinkedInTikTokTwitterIn this episode, we cover:(02:50): What it was like opening store number one(06:46): Thinking about PE money(09:25): Michel's first investor (16:42): Michel's experience working at 1-800-GOT-JUNK?(20:01): Talent Density(26:02): The Traffic Light Model(32:18): Brasa's Hotline(39:33): What people don't know about Peruvian food(42:26): Going down the high protein rabbit hole(47:31): Questions Michel wished he would get more often(49:47): Michel's book

In this episode of the Restaurant Rockstars Podcast, I speak with Michel Falcon, a restaurateur and entrepreneur behind the multiple location Brasa Peruvian Kitchen. Michel has a very different and fresh take on company culture and restaurant teamwork. In these times of staffing shortages and challenges, Michel's approach just may be the way forward. Learn the Top 3 Restaurant Profit Killers and how to fix them FREE DOWNLOAD: https://restaurantrockstars.com/profits/ The Restaurant Academy Training System We will train you and your entire team to up level your business, maximize sales and optimize profits - Join the Restaurant Academy: https://restaurantrockstars.com/joinacademy Connect with us on Social Media: LinkedIn: https://www.linkedin.com/in/roger-beaudoin-21590016 Facebook: https://www.facebook.com/restaurantrockstars/ Instagram: https://www.instagram.com/restaurantrockstars X: https://twitter.com/RestaurantRock1 Subscribe to the Restaurant Rockstars Podcast: iTunes - https://apple.co/2WaKyqV Spotify - https://spoti.fi/3xGuOd0 Google - https://bit.ly/2VM10P1 Stitcher - https://bit.ly/3iFGAAb Soundcloud - https://bit.ly/3lYBhho YouTube - https://www.youtube.com/@RestaurantRockstars Ask Roger a Question or Share a Restaurant story with us: https://www.speakpipe.com/RestaurantRockstars #hospitality #podcast #restaurantmanagement #successfulbusiness #restaurantindustry #companyculture #recruiting #restauranttips #restaurant #restaurants

Welcome back to the Manuka Sunday Podcast! In this episode, we have an incredible guest who will share invaluable insights on building a team and fostering sustainable company growth. Many of you have reached out to us, expressing your struggles with finding the right team members, navigating the learning curve of team building, and envisioning the next steps for your company's growth. During the episode, we delve into the importance of building company values beyond mere decoration on office walls. Michel provides expert advice on hiring, firing, and establishing a robust interview process. He shares insights on leadership skills, common mistakes made when hiring, and emphasizes the significance of cultivating a team that truly believes in the company culture, especially when scaling a business. Hope you enjoy! If you have any other questions you'd like us to discuss please leave a review sharing your thoughts! We'll be sure to add them to the next episode. Apply to work with us through our contact form here or Email us at hello@manukasunday.com to explore collaboration opportunities. Instagram: @manukaasunday YouTube channel for video content and additional resources. xx Mel

The Pre-Shift Podcast presented by 7shifts breaks down everything you've ever wanted to know about running a restaurant better. Conversations with some of the biggest names, newest players, and industry innovators bring key insights into how they grew their businesses.  Host DJ Costantino asks probing questions to get to know restauranteurs, chefs, and executives better and find out where they came from, how they got to where they are, and what lessons they learned along the way. On this episode, we're joined by Michel Falcon, Founder & CEO of Brasa Peruvian KitchenGuest BioMichel Falcon is a restaurant entrepreneur, keynote speaker, and best selling author. His expertises are company culture, employee performance, and customer experience strategies. As the CEO & Founder of Brasa Peruvian Kitchen, he oversees all people and growth initiatives. Since August 2021, Brasa has succesfully opened three corporate-owned locations in Toronto, The company's next growth market in New York City in 2023.Additional ResourcesBrasa Peruvian KitchenMichel FalconBrasa Peruvian CareersListen, rate, and subscribe!SpotifyApple PodcastsGoogle PodcastsYouTubeTikTok7shifts BlogCreditsHost & Executive Producer: D.J. CostantinoEditor: Fina CharlestonProducer: Samantha FungDesigner: Jake Sinclair

The Pre-Shift Podcast presented by 7shifts breaks down everything you've ever wanted to know about running a restaurant better. Conversations with some of the biggest names, newest players, and industry innovators bring key insights into how they grew their businesses.  Host DJ Costantino asks probing questions to get to know restauranteurs, chefs, and executives better and find out where they came from, how they got to where they are, and what lessons they learned along the way. On this episode, we're joined by Michel Falcon, Founder & CEO of Brasa Peruvian KitchenGuest BioMichel Falcon is a restaurant entrepreneur, keynote speaker, and best selling author. His expertises are company culture, employee performance, and customer experience strategies. As the CEO & Founder of Brasa Peruvian Kitchen, he oversees all people and growth initiatives. Since August 2021, Brasa has succesfully opened three corporate-owned locations in Toronto, The company's next growth market in New York City in 2023.Additional ResourcesBrasa Peruvian KitchenMichel FalconBrasa Peruvian CareersListen, rate, and subscribe!SpotifyApple PodcastsGoogle PodcastsYouTubeTikTok7shifts BlogCreditsHost & Executive Producer: D.J. CostantinoEditor: Fina CharlestonProducer: Samantha FungDesigner: Jake Sinclair

Reimagining company culture will allow you to create the company of your dreams. Having a company that people love and know how to do the job passionately requires authentic leadership. Today's guest is Michel Falcon, Founder, CEO at Brasa Peruvian Kitchen. Brasa Peruvian Kitchen is a fast-casual restaurant serving everyday salads and warm bowls with real Peruvian flavours. Their menu has been designed by Peruvian-born chefs from Toronto and New York. Their menu is "flavour-first" supported by nutrient-dense ingredients and full meals you can eat daily. Michel and I talk about reimagining company culture. He shares how he changed the game in an industry with a high turnover. When reimagining company culture, you have to start with your leadership.   Get the show notes for Reimagining Company Culture with Michel Falcon at Brasa Peruvian Kitchen Click to Tweet: Listening to a fantastic episode on Growth Think Tank featuring #MichelFalcon with your host @GeneHammett https://bit.ly/gttMichelFalcon   #ReimaginingCompanyCulture #GeneHammettPodcast #Inc2021 #GHepisode905 #fastcasualrestaurant #Peruvianflavours Give Growth Think Tank a review on iTunes!

Michel Falcon is a serial entrepreneur and best-selling author who went from earning $15/hour in a call center to advising billion-dollar brands and building a $15 million hospitality company in Toronto in two years. Falcon, who is now scaling fast casual Brasa Peruvian Kitchen, joins QSR editors Danny Klein and Ben Coley to talk about how restaurants can create a company culture that defies the labor odds—what steps most leaders miss, costly mistakes to avoid, and how to ensure your company culture builds more in the long-term, not just for now.

In this episode we interview Michel Falcon - Founder of Brasa Peruvian. What I really enjoyed about this interview was learning how Michel took skills and processes from 1800Junk and used them at Brasa Peruvian. To learn more - Click Here: https://brasaperuvian.com/ To learn more about OpsAnalitica Click Here: OpsAnalitica.com

Michel Falcon is an entrepreneur, best-selling author, creator of a successful hospitality company, and is currently building Brasa Peruvian Kitchen. His expertise is in restaurants, customer experience management, company culture, employee engagement, and career development (#SteerYourCareer).On this episode, Michel and host Zack Oates discuss: What being a people-first restaurant meansHow to surgically cut costsHow to pay your employees wellMoreThanks, Michel!

Jaime Oikle of RunningRestaurants.com visits with Michel Falcon, author of People First Culture and Founder/CEO of Brasa Peruvian Kitchen. The two uncover a bunch of valuable gold nuggets on the power of people development in your restaurant business. How do you start, grow and make future expansion plans in a pandemic? Well, Michel has the formula and I promise that some of it will be eye opening!!! You absolutely don't want to miss this! Check it out... Find out more at https://www.brasaperuvian.com, https://www.michelfalcon.com & https://www.runningrestaurants.com.

Michel Falcon is a hospitality entrepreneur and international keynote speaker based in Toronto, Canada. He uses customer experience and employee engagement strategies to grow his portfolio of restaurants and venues. The strategies he shares are tried, tested and true.

Investing in Customer Service Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen, and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways:    ·      Why don't all companies deliver a great customer experience? The first reason is that business leaders often focus on the next 30 days instead of long-term investing in their brand. The second reason is some leaders don't treat employees the way they want their customers to be treated.   ·      How do you convince the C-suite to invest in customer service? Show the C-Suite leadership what they are interested in and be specific with the numbers. They are interested in customer churn because when customers leave, the company losses money. They are also interested in customer lifetime value. Assign a dollar value to all the good things that could happen as a result of investing in customer service, and you will capture the attention of the C-Suite.   ·      Your customers don't only compare you to your direct competitors or big brands with recognizable logos and brands. They also compare you to the little shop down the street that treats them so well that they can't wait to come back. The best companies, large or small, set the bar higher for all of us.   ·      Hire the right people and train them well. Utilize what they are already good at and align it to what your organization is doing.  Quote:   "Leadership must walk through their customer's journey. They must ask themselves, ‘Am I proud of this? If I was a customer, would I have friction in doing this customer experience?'" About:    Michel Falcon is a restaurant entrepreneur and keynote speaker. He uses company culture and customer experience management strategies to build his latest restaurant brand, Brasa Peruvian Kitchen. He is the author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michel Falcon Three things I recite to myself daily: ‣ If it's been done before then it can be done again. ‣ Why not me? ‣ No hay mal que por bien no venga which translates from Spanish to English as there is no bad if good comes from it. This is what my grandmother would tell my mom who then shared it with me. I Believe the Best Businesses, One That Will Stand the Test of Time, Are Focused on Four Things: ‣ Company culture ‣ Customer experience ‣ Employee engagement ‣ Career growth and fulfillment My Career Has Had Many Mind Bending Twists and Turns However, everything always comes back to one or all of the four topics listed above. From earning $15/hour working in a call centre and then consulting for a $100,000,000,000 telecommunications company when I was 25-years old to building a $15,000,000 hospitality company in Toronto in two years and then starting over again with the motivation to build a globally recognized brand. My career has seen it all. Keep reading below if you're interested in learning more. If so, thank you for your time and interest. Please consider subscribing to my podcast as I share more there. Connect with Michel https://www.michelfalcon.com/michel/ LinkedIn https://www.linkedin.com/in/michelfalcon/ Instagram https://www.instagram.com/michelfalcon/ Facebook https://www.facebook.com/michel.falcon.1/ Twitter https://twitter.com/MichelFalcon

Michel is the founder of Brasa Peruvian Kitchen, host of the "People-First Culture Podcast" and author of "People-First Culture"   www.michelfalcon.com

The People-First Culture podcast is one where we share lessons on building a great company and career.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The People-First Culture podcast is one where we share lessons on building a great company and career.Ask this simple question so that you can evolve your interview process and find great talent for your team.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The People-First Culture podcast is one where we share lessons on building a great company and career.In this episode, I outline five things a company of any size or industry can follow to build a high-performing team. By listening, you'll learn why:- Your job description must repel candidates- Employees should have to reapply every three months- Your interview process should rigorously be updated frequently- Plus, moreHow we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

In this episode, I'm sharing the five things I used to grow my career. These tactics are all free! Anyone can apply them into their lives.#SteerYourCareerThe People-First Culture podcast is one where we share lessons on building a great company and career.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The People-First Culture podcast is one where we share lessons on building a great company and career.In this episode, I share the six customer experience, company culture, and employee engagement strategies I'm using in my newest brand, Brasa Peruvian Kitchen. The People-First Culture podcast is one where we share lessons on building a great company and career.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The People-First Culture podcast is one where we share lessons on building a great company and career.In this episode, I welcome Cody Royle. We discuss:What sport coaching tactics you can be using to lead your employees todayWe share stories about sports organizations and how they are specifically building a People-First Culture in their workplaces. How to relate sports analogies to employees who may have not played organized sports.Plus, much more.About Cody Royle:Cody is the Author of The Tough Stuff and Where Others Won't. He was the head coach for AFL Team Canada for 6 years. He is the host of the Where Others Won't podcast and has interviewed greats like Patty McCord, Daniel Pink, Adam Grant, and Joe Dumars.Follow Cody Royle:Twitter: https://twitter.com/codyroyleWebsite:  https://www.codyroyle.com/LinkedIn: https://www.linkedin.com/in/codyroyle/Instagram: https://www.instagram.com/codyroyle/How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

Why won't our people come back to work? What do we need to do to get them back and get them excited about rebuilding this industry together? Restaurateur Michel Falcon has been asking the same questions and has come up with really useful answers. Today, we dive deep into the recipe he uses to create and manage world class teams and the tactics he uses to keep those teams inspired. For more on the Michel and People First Culture go to http://www.michelfalcon.com ________________________________ Sign Up for Our Weekly Newsletter Book time on Josh's personal calendar We have a lot more content coming your way! Be sure to check out the FULL COMP media universe by visiting: FULL COMP The Happy Mouth Morning Show Restaurant Marketing School The Playbook

The People-First Culture podcast is one where we share lessons on building a great company and career.In this episode, I invite Ghassan Halazon, the CEO of Emerge Commerce Inc.We discuss many different topics, including:- How he grew his career from being a New York City banker to CEO- What he looks for in a company's customer experience before he acquires the company- How he developed a great relationship with his boss at Citi Group- Plus, more!How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Follow Ghassan Halazon:Instagram: https://www.instagram.com/instajee/Twitter:https://twitter.com/instajeeLinkedIn: https://www.linkedin.com/in/ghassan-halazon/Website: https://www.ghassanhalazon.com/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

Michel Falcon is a Canadian-Peruvian restaurant entrepreneur, best-selling author and keynote speaker. Michel joins The Stephan Dyer Podcast to discuss growing up in Vancouver, being raised by Peruvian parents, his motivation behind creating Brasa Peruvian (a modern Peruvian fast-casual restaurant), purpose, company culture, pride in his Peruvian heritage, and more! Special Announcement Follow us on Instagram @stephandyer and @michelfalcon because we will be giving away 7 spots for my upcoming Productivity Machine Workshop where you'll learn 43 tips and hacks to reduce anxiety, starting feeling productive and not "busy", and most importantly...to free up time for what matters to YOU! Click here if you want to watch this episode on YouTube. Producer: Narzely Guevara | Host: Stephan Dyer

The People-First Culture podcast is one where we share lessons on building a People-First Culture within a company.Welcome to episode 3  of my podcast. By listening you'll learn:- How and why my manager said no to a raise request early in my career.- How I'd want team members to ask for a raise today.- Mistakes that can be avoided.How we can link up:Website: www.michelfalcon.com. Subscribe to my email list for weekly customer, employee, career and culture education. Linkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The People-First Culture podcast is one where we share lessons on building a great company and career.Welcome to episode 1 of the relaunch of my podcast. This episode means a lot to me. By listening you'll learn:- Why I'm leaving a very comfortable life to start again with no salary or guaranteed income.- Why I'm building my next company with my family heritage in mind.- How I want to build the company I've always dreamed of.- Learn stories of my childhood that I've never shared with anyone.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote-advisory/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

Meet Balbina Knight, she has been promoted eight times in 11 years!In this episode, I asked Balbina a myriad of different questions to uncover how she has accomplished this.If you're in hospitality you're going to want to listen to this episode. If you're not, but are curious how someone can get promoted so many times then you'll want to listen to this episode.Listen to this episode to learn:How Balbina has been promoted so many times.How to find a balance between working hard and having a normal life.Why she doesn't subscribe to hustle culture.How she found her mentor.And, much, much more.Balbina recommends following the people below on Twitter:Katelin Holloway  @katelin_cruseMinda Harts @MindaHartsJoan Westenberg @JoanwestenbergAubrey Blanche @adblancheCicely Blain @cicelybelle_xoMichelle Kim @mjmichellekimLars Schmidt @LarsFollow Balbina Knight: https://twitter.com/balbinaknight/The People-First Culture podcast is one where we share lessons on building a great company and career.How we can link up:Website: www.michelfalcon.comLinkedin: https://www.linkedin.com/in/michelfalcon/Twitter: https://twitter.com/MichelFalconInstagram: https://www.instagram.com/michelfalcon/Facebook: https://www.facebook.com/michel.falcon.1/Interested in having me as a keynote speaker in your company?If so, visit → http://www.michelfalcon.com/keynote/Check out my book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureMusic Intro Credits:Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

Michel Falcon, entrepreneur, author and keynote speaker, will share the strategies he has used to grow businesses across dozens of industries by using his People-First Culture and 3P strategy. You will walk away with real-works strategies to grow your dance studio.

Michel Falcon has one interesting story. Everything in his career began when he was a customer service rep at 1-800-Got-Junk. When he was working there, Michel began learning how company culture affects employees and grew to become an expert on the subject matter. In this podcast, we have a conversation with Michel on the turbulent journey it took for him to become an entrepreneur. You'll hear how he had to move back home with his parents to landing his first speaking engagement, how he became a consultant for some of the world's largest companies, him writing a book, and how he & a hospitality group have an influence on the popular entertainment district in downtown Toronto. In this episode we discuss: - Building yourself up when you got nothing - Getting paid $30,000+ as a public speaker - Building an agency from scratch - Becoming an expert on company culture - Building Baro and Petty Cash in Toronto - Bringing a new Peruvian fast-casual restaurant to life And so much more. This podcast goes deep into the mindset behind his intentions and building an agency from scratch. FOLLOW HUSTLE OVER EVERYTHING: Patreon: https://www.patreon.com/hustleovereverything Subscribe to Our Newsletter: http://bit.ly/2mYZurF Instagram: http://bit.ly/2pMQ4jU Twitter: http://bit.ly/2Ix1leI Alex Whitfield Instagram: http://bit.ly/2ScPqH5 Alex Whitfield LinkedIn: https://www.linkedin.com/in/alex-whitfield-94ab0480/ Owen Osinde Instagram: http://bit.ly/2LXmT6t Owen Osinde Linkedin: https://www.linkedin.com/in/owenosinde/

On this episode I share my interview with Michel Falcon, entrepreneur, keynote speaker and author of People First Culture. To date, Michel has built his career off 3 topics; company culture, employee engagement and customer experience. On work-life balance; The first thing that I plan for each week is related to my health. The second things are the personal things I need to do. Then comes the work stuff. This helps me to find a balance immediately. By his own admission Michel is not a great academic learner. He did however, want to learn how to be success in business and this led him to 1-800 Got Junk. It was during his 5 years here that he learned the importance of company culture, employee engagement and customer experience. In his own words; These things aren't just nice to haves. They are absolutely imperative if you want to grow a very genuine business. As a result of the experience Michel left to set up an advisory firm focused on company culture, employee engagement and customer experience. Humble beginnings Michel started out working with very small companies and at times he was struggling to find clients. Back in 2012 people didn't always understand what these topics were. Undeterred Michel continued on this path and as awareness started to grow he moved to Toronto in 2016. During 2016 he joined his current business partners to start a hospitality company. It's here where Michel has been able to bring his 'People first' strategies to life. We have gone from zero employees and zero revenue to nearly 20 million turnover and nearly 200 employees. People First Culture This is about building an organisation that your people and customers admire. In Michel's words; most companies fall short even when they set out with the intention of being admired. People and customers are often looked at separately whereas Michel sees them as 2 peas in a pod. He goes onto explain that he coaches his managers to spend 80% of their time focused on employee experience and 20% of time on the customer experience. One is the outcome of the other. Michel sights 3 reasons why a company won't become people first; They've never been taught how to The don't have the right DNA (the DNA to care about a stranger and be a benevolent leader) The ability to think long term Michel is on a crusade to bridge the gap between our personal lives and our professional lives. Find out more Finally if you would like to start a conversation with Michel, you can find him on; Twitter LinkedIn More details can be found on his website. If you enjoyed this episode you can leave the show a rating and review on iTunes or the platform that you use to listen to podcasts. --- Send in a voice message: https://anchor.fm/perfectimbalance4/message

Michel Falcon is a global keynote speaker and best-selling author of the book, People-First Culture. Key Topics discussed: · Building a People-Centered Culture · Effective Communication Methods · Leadership from Any Position · Millennial Workforce Development · Leaders vs. Managers · We Play Brand Culture Trivia and it's hilarious! Visit Michel on LinkedIn: https://www.linkedin.com/in/michelfalcon/ Subscribe! Get New Content! https://brandology.captivate.fm/ Watch the Video: https://youtu.be/Iuc5s3hqJEU Music by PC-One, Ketsa, PIPE CHOIR through FMA. MrThe Noranha, Euphrosyyn, Evreytro, Joao Janz from FreeSound. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/branditpodcast/support

Michel Falcon is a global keynote speaker and best-selling author of the book, People-First Culture.  Key Topics discussed: ·      Building a People-Centered Culture ·      Effective Communication Methods ·      Leadership from Any Position ·      Millennial Workforce Development ·      Leaders vs. Managers ·      We Play Brand Culture Trivia and it’s hilarious! Visit Michel on LinkedIn: https://www.linkedin.com/in/michelfalcon/ (https://www.linkedin.com/in/michelfalcon/) RATE THIS PODCAST at https://RATETHISPODCAST.COM/BRANDOLOGY Subscribe! Get New Content! Music by PC-One, Ketsa, PIPE CHOIR through FMA. MrThe Noranha, Euphrosyyn, Evreytro, Joao Janz from FreeSound. This podcast uses the following third-party services for analysis: Podcorn - https://podcorn.com/privacy Support this podcast

Have you ever been to Toronto? If so, you must be familiar with Baro Restaurant.  We're talking to an amazing entrepreneur today. Michel Falcon is the co-owner of Baro, and he is very focused on company culture and people first. He and his business partners, with a team of about two hundred people, grew the restaurant from zero to fifteen million dollars in revenue, in two different locations, in just two years. Michel is with us today to talk about three important things. He will explain how to define your values and then base everything else on those values, how to recruit people, and how to onboard your people in such a way that you ultimately have them to thank for your success.  Links and resources: Michel's email – michel@michelfalcon.com  Michel's website Baro  Connect with Eric: On LinkedIn On Facebook On Instagram On Website If you'd rather watch the video of this interview, subscribe on YouTube  

The world has already changed drastically, and the people in the hospitality industry and the entire service sector are completely shifting their views on the careers they have. Michel Falcon has some interesting and some downright astonishing data and findings on where this part of the market is and where it's going to go. Learn more about your ad choices. Visit megaphone.fm/adchoices

Description: On this episode, I speak with Adam Toporek. Adam is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer.We chat about:- What will happen to the customer experience at Disneyland?- What is the biggest mistake leaders make in building new customer experiences?- What apps have great user and customer experiences?Adam's Linkedin: https://www.linkedin.com/in/adamtoporek/Adam's Website: https://customersthatstick.com/Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

On this episode, I welcome Aaron Kaufman, the President of the Fifth Element Group, based in Toronto.Aaron asks:- What can companies do to rebuild their company culture?- When do you empower your team and how do you measure it?- How do you prepare a team member for a leadership position?Follow Aaron on Linkedin https://www.linkedin.com/in/akthefifth/?originalSubdomain=caMichel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

In this episode, I talk to Tania DaSilva (Clinic Director) about:- Getting employees to care about the business.- My 3:1 ratio agreement with employees.- Designing customer experiences with my wants vs needs model.Follow Tania's company on Instagram https://www.instagram.com/behaviourmatters/ and visit https://www.behaviourmatters.ca/Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

On today's episode, Sara Smolej comes on and we chat about:- Who taught me my most valuable leadership lessons.- Why leadership matters to company culture.- Two things that I recite to myself daily (one of them is in Spanish).Sara Molej LinkedIn: https://www.linkedin.com/in/sarasmolej/Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

#6 - Michel Falcon is an entrepreneur, keynote speaker, best selling author, and people first culture advocate. We discuss business and how it is affected by toxic culture, but can thrive when employees are put first and how this all affects the end result for the client. Podcast: Breaking It Down With Michel Falcon - https://www.buzzsprout.com/804551 Website: http://www.michelfalcon.com/ Instagram: @michelfalcon - https://www.instagram.com/michelfalcon/ LinkedIn: https://www.linkedin.com/in/michelfalcon/ Episode Sponsor: Oxenham Group - https://www.oxenhamgroup.com/ Show Notes: Introductions (1:26) Michel's Story (2:07) Thoughts on Education (5:53) His Book (9:58) Learning the Process (15:31) Advice on Company Culture (21:30) Communication and Conflict (37:46)

In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about:- If Zoom meetings will become more popular than face-to-face interactions with customers.- How to identify what type of interaction each customer wants.- How he has been managing his B2B customer experience.- What is the best restaurant in NYC?Follow Troy on Instagram: https://www.instagram.com/troy/Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

In this episode, I welcome Rhys Green, the Co-founder of TrailBlaze Partners. On this podcast, we debate: 1. Can a company manage employee performance while also caring about them?2. Should you profile your employees pay structure?3. During this episode, Rhys and I go back and forth supporting our positions for each discussion item.Rhys Green's LinkedIn: https://www.linkedin.com/in/rhysgreen/Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

On today's podcast, I chat with Steven Weaver Founder, The Candle Lab. Some of the things we discuss include:- How he pivoted his business and is achieving 3x more sales than before.- Why he paid an employee's drug debt.- How to get employees to tell you the truth about how they're feeling.Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

On today's podcast, I chat with Dave Cairns SVP, CBRE to talk about:- How to manage our employee's mental health.- Ways to lead our teams during uncertainty.- Why you should buy a Masterclass membership for your employees.- What are better pancakes, french toast or waffles?Michel's Linkedin: https://www.linkedin.com/in/michelfalcon/Dave's Linkedin: https://www.linkedin.com/in/david-cairns-5644a233/Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/My online course: https://get.michelfalcon.com/tos/ Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

Culture is so crucial to any business. Are you overlooking it? Don’t feel bad. Many do. It’s not enough to make outstanding videos for your clients. You need to have a well-developed company culture or you’ll fall short every time. However, it’s not too late to start building your culture today. Michel Falcon is a hospitality entrepreneur, keynote speaker, and author. He focuses on customer experience, employee engagement, and company culture strategies to grow a business. Like me, Michel is passionate about building a great company culture. There is no one-size-fits-all solution to this. It has to be specific to your business. But a common purpose of serving your people and clients is crucial. Most of all, it has to more than just about making money. Michel explains how micro customer experiences will change the way you do business. Simply put, this is a small, memorable, and affordable gesture that will resonate with your customers for years. Every single company can make use of this. Best of all, these small acts will help express your company’s culture in meaningful ways while marketing your work. What is a central part of your company culture? Tell me in the comments on the episode page! In this episode Why building a people-centered company culture should be your primary focus How micro customer experiences will make your work more meaningful The best way to spend money to market your business (it’s not digital marketing) How to grow your business by spending very little money   Quotes “At the core of every great company is a strong company culture -- whether you are big or small, whether you have 2 or 200,000 employees.” [8:05] “A good company culture is whatever makes sense to you, but one with ethics and morals and one that isn’t just financially driven.” [10:19] “You can’t just have a great product and expect your business to grow.” [20:51] “There shouldn’t be a divide between the ways that we behave in our personal life and our professional life.” [31:55]   Links Find Michel Falcon online Follow Michel on Linkedin | Facebook | Instagram People First Culture 1-800-GOT-JUNK Pela Case CDC Federal Credit Union Giftology by John Ruhlin Register for our free Client Meetings webinar!   Additional Links: Check out the full show notes page Do you have something to share on this podcast? Fill out this form here. Be sure to take the Studio Sherpas survey for a chance to win some incredible prizes (if we do say so ourselves!) Stay up to date with everything we're doing at Studio Sherpas Tune in to our weekly Facebook Lives Follow Studio Sherpas on Facebook | Twitter | Instagram If you haven't already, we'd love it if you would take 1 minute to leave us a review on iTunes!

SPECIAL INTERVIEW! Past guest and friend of Jenna's, Michel Falcon, left for Lima, Peru on March 12th to do some research for a new business venture... Shortly after, the Peruvian government shut down their borders due to the coronavirus and now complete Martial Law has been implemented! We didn't have long to talk with Michel because understandably there is a lot going on in his world but we a brief chat with him to see how he is doing and to get some insight in to what it's like to be locked down by the law amid this horrible COVID-19 pandemic.

Michel Falcon talks to us from the lockdown in Peru. 

This week Michel sits down with health care entrepreneur and physiotherapist Raj Suppiah. Michel and Raj discuss how to make sure your middle management team enforces and effectively communicates company core values and culture. They dive into the fine line between directive feedback and micro-managing. Then explore how to create a culture across an entire organization with multiple locations. Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

In this episode, host Michel Falcon sits down with CEO & Founder of StudioVivian Inc., Cyndi Shi to discuss, how to interview for productivity, how to prep employees for effective 1-to1s and how to encourage employees to provide HONEST feedback. Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

On today's episode of, Breaking it Down, I sit down with CEO of TutorBright, Sunny Verma, and tackle how to set goals with your employees, how to create a customer advisory board, turbulence in an organization AND MORE! Interested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

BREAKING IT DOWN EPISODE 1 FT. Kristi Herold I HAVE NOT BEEN PREPPED. What does this mean? My answers and solutions are honest, authentic and TRUE. On the premiere episode, Kristi Herold and I explore:1. How To Engage Remote Employees 2. Tipping Culture In Non-Traditional Tipping Jobs 3. How To Inspire The 19-24 Years Old DemographicInterested in having me as a keynote speaker in your company? If so, visit → http://www.michelfalcon.com/keynote/Check out my Book 'People First Culture' → https://www.amazon.ca/People-First-Culture-Lasting-Company-Shifting/dp/1544512147/ref=sr_1_1?ie=UTF8&qid=1550677572&sr=8-1&keywords=people+first+cultureAbout Breaking it Down:Breaking it Down is a Podcast hosted by Michel Falcon, with the purpose of helping business owners, executives, CEOs and entrepreneurs to breakthrough their business and professional careers to the next level.Follow Michel Falcon:LinkedIn: https://www.linkedin.com/in/michelfalconInstagram: instagram.com/michelfalconWebsite: https://www.michelfalcon.comMusic Intro Credits: Too Cool Kevin MacLeod (incompetech.com)Licensed under Creative Commons: By Attribution 3.0 Licensehttp://creativecommons.org/licenses/by/3.0/

The mere thought of putting your employees BEFORE your customers is almost considered blasphemous for most entrepreneurs. However, to become a truly authentic business, generating a ‘People-First Culture’ can be instrumental in its success.  Welcome to The Psychology of Entrepreneurship, a candid and revealing series that follows Ronsley Vaz and his guests, as they strive to unravel the inner workings ... Read More The post Volume 11: Michel Falcon: Value People Above Profit appeared first on Amplify Agency.

How to grow A hospitality company to tens of millions in yearly revenue. Get access to all my weekly content, episodes, live events, and business-related updates http://tiny.cc/3p9mcz Guest: Michel Falcon http://www.michelfalcon.com Michel Falcon is an entrepreneur, advisor, author and international keynote speaker who leverages customer experience, employee engagement and company culture strategies to grow businesses. As an entrepreneur, Michel has grown a hospitality company with over hundred employees and tens of millions in yearly revenue. The strategies and tactics he shares with his clients and audiences are the exact ones that he has successfully used in his businesses – you can trust these programs because they are tried, tested, and true. At any given time, he is advising a handful of multi-million and billion dollar companies across dozens of industries, ranging from tech start-ups, home service businesses, quick-service restaurants, banks, telecommunications giants, biotechnology firms, and more. He passes along his customer experience, company culture and employee engagement strategies to these companies to help them grow revenue and profitability, all while becoming admired brands. He is the founder of the People First Culture™ philosophy which is defined as, “An honest commitment from leaders to put their employees and customers at the core of their decision making.” He published a book with the same title that became a bestseller. Companies like LUSH, McDonald’s Canada, Ford Canada, Verizon Wireless, Alfa Romeo, Lexus, Illumina, Electronic Arts, and BlueCross BlueShield have called on Michel to work with them on their strategy or speak at their company events. Michel has traveled throughout the world, visiting Canada, USA, Israel, Austria, Australia, Germany, Nigeria, Belgium and others to speak at conferences ranging in size from 25 to 1,200 audience members. His thought leadership has been included in Entrepreneur, Inc, Time, Forbes, Time Magazine, Digiday, and Yahoo Small Business Advisors. In 2018, Michel was hired to be the spokesperson for McDonald’s Canada National Hiring Day Campaign.

What are employers looking for? How do YOU get that edge in applying? What are the obvious things most businesses just aren't grasping? How do you go from working in a call centre to being a world renowned expert on leadership? Bar none, this is the most insightful interview Jesse & Jenna have ever delivered on their podcast.   EVERYONE wanting to achieve success in whatever walk of life they are in needs to hear what Michel Falcon has to say! You'll listen to this one again and again! Remember - nothing helps Jesse & Jenna more than when YOU SUBSCRIBE!   It's free!   Also, please leave us a review!   Thanks!

Michel helps entrepreneurs and professionals build strategies to improve the experience they deliver to their customers and employees. His businesses earn over $15 million/year in sales and have 150 employees in the ultra competitive hospitality industry. His book, "People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People" is available on Amazon https://tinyurl.com/y8ng9xdm. For Michel's full-length bio, please visit http://michelfalcon.com/about/. --- Support this podcast: https://anchor.fm/georges-khalife/support

On this episode I share my interview with Michel Falcon, entrepreneur, keynote speaker and author of People First Culture. To date, Michel has built his career off 3 topics; company culture, employee engagement and customer experience. On work-life balance; The first thing that I plan for each week is related to my health. The second things are the personal things I need to do. Then comes the work stuff. This helps me to find a balance immediately.               By his own admission Michel is not a great academic learner. He did however, want to learn how to be success in business and this led him to 1-800 Got Junk. It was during his 5 years here that he learned the importance of company culture, employee engagement and customer experience. In his own words; These things aren't just nice to haves. They are absolutely imperative if you want to grow a very genuine business. As a result of the experience Michel left to set up an advisory firm focused on company culture, employee engagement and customer experience. Humble beginnings Michel started out working with very small companies and at times he was struggling to find clients. Back in 2012 people didn't always understand what these topics were. Undeterred Michel continued on this path and as awareness started to grow he moved to Toronto in 2016. During 2016 he joined his current business partners to start a hospitality company. It's here where Michel has been able to bring his 'People first' strategies to life. We have gone from zero employees and zero revenue to nearly 20 million turnover and nearly 200 employees. People First Culture This is about building an organisation that your people and customers admire. In Michel's words; most companies fall short even when they set out with the intention of being admired. People and customers are often looked at separately whereas Michel sees them as 2 peas in a pod. He goes onto explain that he coaches his managers to spend 80% of their time focused on employee experience and 20% of time on the customer experience. One is the outcome of the other. Michel sights 3 reasons why a company won't become people first; They've never been taught how to The don't have the right DNA (the DNA to care about a stranger and be a benevolent leader) The ability to think long term Michel is on a crusade to bridge the gap between our personal lives and our professional lives. Find out more Finally if you would like to start a conversation with Michel, you can find him on; Twitter LinkedIn Instagram Alternatively, find out more about Michel by reading the latest Ignite blog; A People First Culture More details can be found on his website. If you enjoyed this episode you can leave the show a rating and review on iTunes or the platform that you use to listen to podcasts. Certainly check out all the episodes to date here Tune in next time to hear my interview with Gavin Bell, Facebook Advertising Consultant, Vlogger and Speaker. Gavin was recommended by the brilliant Gavin Oattes who appeared on the show all the way back on episode 14!

On this episode I share my interview with Aimee Bateman, Founder and CEO of Career Cake; a company pioneering the way we learn and enabling others to be seen, heard and valued. Winner of several awards since 2010, Aimee was recently awarded by Wales online the Entrepreneur of the Year. On work-life balance; It changes depending what time of month it is or year or what's going on in my life. Work-life balance is such a personal thing. Firstly do you like your work. If you like your work, then work work-life balance isn't really an issue. Background Doing what you love and enjoy is the reason why I started my company. Everybody deserves 8 hours a day to go somewhere where they feel seen, heard and valued so that it impacts the rest of their lives. Aimee started off as a commercial recruiter. In 2010 there were an extreme amount of talented people who found themselves out of work in South Wales. The focus of the recruiter (at the time) was on placing people in roles for companies; not necessarily focusing on the people themselves. This didn't sit well with 29 year old Aimee who was about to earn a big commission on the back of placing someone in an Financial Director role! In that moment everything changed. Careercake On the back of that moment, Aimee went home and bought a cheap camera on eBay and started making videos in her kitchen. Videos that would teach people how they would not need people like her. These included 'How to'; Write your own CV Get your own interviews Contact people via email to get an interview All with a view to helping people power themselves and take control of their own situation. It was 2010 and no one was really doing anything with videos at that time. In 5 years Aimee received over 42 million views on YouTube. Today, people and organisations are paying for subscriptions in 42 different countries. Careercake is helping people to be awesome; how to be seen, heard and valued in their job. Making a difference What you see is what you get with Aimee. Most of her teenage years were spent in foster care. This had an effect on her self esteem and has driven her onward in her life. Having been to university and got her first job in recruitment, her self esteem changed completely. To the point that it was oozing out of her! A lot of that came through being in a job where she was valued. Admittedly, Aimee lost her way a little bit. For a couple of years she lost her 'why' she was doing it. Having celebrated her 30th birthday in Ibiza with her friends, she returned and registered the domain Careercake. Find out more Finally if you would like to start a conversation with Aimee, you can find her on; Twitter LinkedIn Instagram Alternatively, find out more about Aimee and Careercake by reading the latest Ignite blog; Beat the challenges you'll face in your career More details can be found on the Careercake website. If you enjoyed this episode you can leave the show a rating and review on iTunes or the platform that you use to listen to podcasts. Similarly you can get involved on social media by sharing with us your #gamesong. Certainly check out all the episodes to date here Tune in next time to hear my interview with Michel Falcon, entrepreneur, keynote speaker and author of People First Culture.

Patty McCord is the former Chief Talent Officer at Netflix, where she spent 14 years experimenting with new ways to work. From abolishing performance reviews to challenging the need for policies, Patty believes people come to work as fully formed adults with a desire to make an impact, and she's on a mission to spread the word that we can do this differently. To help facilitate this movement, she authored the book Powerful: Building a Culture of Freedom and Responsibility. You can find out more about Patty at: www.pattymccord.com Michel Falcon is the hospitality entrepreneur behind two of Toronto's hottest restaurants: Petty Cash, and Baro. He leverages customer engagement, employee engagement and company culture strategies to grow his business, and passes on his knowledge as an international keynote speaker and consultant. Michel is the author of People First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. You can find out more about Michel at: www.michelfalcon.com Where Others Won't is recorded at Apollo Studios in downtown Toronto. It is produced and edited by Adam Esker. You can learn more about Cody Royle by visiting www.codyroyle.com This episode is sponsored by Leaders In Sport, and they have a special offer waiting for you at www.leadersinsport.com/cody

Jeannie and Adam welcome Dr. Thomas Hollmann of Arizona State University to tackle the customer experience education gap between academia and real-world business. Decoding Customer Experience Education for today’s business landscape Customer experience is now a critical focus in business today, so leaders have much to learn about. We learn from conferences, colleagues, webinars, blog posts, podcasts (a-hem!) and many other places. But what about academics? Most of us who have been in business for a number of years will tell you Customer Experience wasn’t much a part of our higher education, if at all. So, as we now have both feet in the Age of the Customer, what has academics done to adapt to this profound shift in focus around what it takes to be successful? Sadly, not much. And customers are not going to wait for your customer experience education to catch up. “Industry is struggling with and looking at totally different topics than the ones that we do when we go to academic conferences.” - Dr. Thomas Hollmann But there’s hope – not just for today’s business leaders, but for the next generation of business students, and new recruits you are training today! Dr. Thomas Hollmann, Executive Director of the Center for Services Leadership at Arizona State University, is here not only to teach us how the education system is adapting to this great shift, but what leaders can do in the meantime and in the future. In this enlightening interview, Dr. Hollmann: Brings us up to speed with the current state of customer experience education Identifies the gaps between traditional business education and customer-focused practices Outlines traditional business tools and disciplines you can use to fill these gaps Shares expert advice on how to approach customer experience education for the future “Customer Success is very old. So why is it a new topic?”  -Dr. Thomas Hollmann It may be a while before the academic industries embed customer experience disciplines into their curricula, so it’s critical to fill the gaps for yourself, your employees, and even your executive team. Listen in to learn how! Here are some highlights from the interview: What is the role of higher education in the world of customer experience today, and more importantly, is customer experience represented well? [5:00] As customer expectations change around the ideal experience, so do those of students. How are educational organizations adapting and competing? [7:40] Who is teaching customer experience these days? Dr. Hollmann discusses different professional backgrounds and powerful tools for understanding customers. [9:56] What is a good service culture, and how do the best organizations achieve theirs? [12:50] Customer Success dovetails into service and customer experience in many industries, so how can organizations use it as a framework? [16:20] What do leaders need to do in the future to compete on Customer Experience? Dr. Hollmann answers this burning question then outlines a few tools and key questions to ask. [20:00] About our guest Dr. Thomas Hollmann is a Clinical Associate Professor of Marketing and the Executive Director of the Center for Services Leadership at Arizona State University. Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes. His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University. Connect with Dr. Hollmann LinkedIn ASU Center for Service Leadership Related Content 360Connext® post, What Kind of Customer Experience Leader Do You Need to Be? Customers That Stick® post, How to Get Your Team to Deliver Consistent Customer Service Episode 298: Michel Falcon, Incredible Experience Tips Episode 175: (Tip) How Business Schools Can Add Customer Experience We’re on C-Suite Radio! Check it out for more great podcasts   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Michel Falcon is the author of People-First Culture. Over the years, he has built his expertise in customer experience, company culture, and employee engagement. His personal purpose is to keep people safe and expresses his strong value for caring about people versus caring about profits. Today, he talks about engaging with your employees, acquiring customers, hiring the right people, and how to develop your brand.   What We Discuss with Michel Falcon: How Michel got the topic for his book Discovering his personal purpose of making people safe What is the partner promise? Breakfast and jam sessions with his teams Removing the divide between personal relationships and commerce Understanding different customer personality types How to find the right people in your team The hardest part of getting the words on the page and how to get over it On customer acquisition and leveraging customer feedback How a brand is developed Like this show? Please leave us a review here -- even one sentence helps! Consider including your Twitter handle so we can thank you personally!

Successful businesses last because people admire them just as they prioritize the experiences served. Owner of successful restaurants, Baro and Petty Cash, Michel Falcon shares his secret sauce, the people first culture. Aligning the company’s purpose with their employees', Michel talks about the seven-step interview process that determines the people who will become a part of their team. He puts forward the importance of getting to know the people you are working with as opposed to merely having a distant business relationship. Michel also talks about the business’ relation with their guests, and differentiates between customer service and customer experience. Love the show? Subscribe, rate, review, and share! Here’s How » Join the Business Done Differently community today: findyouryellowtux.com Business Done Differently Facebook Business Done Differently Twitter Business Done Differently YouTube Do You Stand Out? Take The Yellow Tux Quiz

Michel Falcon, entrepreneur, keynote speaker and author says he is emotionless when it comes to money, what he truly cares about are how he makes his people feel. In this episode of Shift Happens, Michel realizes this and has given his all into his career, putting him on the fast-track to successfully growing organization's employee base from single digits to hundreds!

Michel Falcon is the author of People First Culture, an entrepreneur, an advisor, and a speaker. He went from working in a 1-800-GOT-JUNK call center to growing a multimillion dollar hospitality company using ... The post People-First Culture: Michel Falcon appeared first on Author Hour.

In this episode with Michel Falcon, we talk about what a people-first culture looks like, including how to recognize why customers do business with you and how to resolve customer complaints. We talk about how to “own the dinner table” through micro customer experiences, and genuine customer appreciation.

In this episode with Michel Falcon, we talk about what a people-first culture looks like, including how to recognize why customers do business with you and how to resolve customer complaints. We talk about how to “own the dinner table” through micro customer experiences, and genuine customer appreciation.

Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right. What’s the best way to “do” customer experience? We get this question a lot! In fact, our hosts recently attended the National Speakers Association (NSA) Influence 2018 conference in Dallas, TX, and several of the amazing speakers approached them to ask this same question. “When we introduce this idea of #CX, people ask ‘what does that mean?’ or ‘how do you start?’” -Jeannie Walters Being away from their studios, Adam and Jeannie decided to answer this popular question on camera for attendees then bring those tips home for you! There are a lot of strong opinions out there, but before you take one of them as gospel, please listen in and decide for yourself. “Every organization has a different DNA and a different cultural code you need to crack.” -Adam Toporek So, what is the best way to “do” customer experience, and more importantly, where should you start? Can you be the next Zappos, and is that even something you should be trying to do? Find out in this special “live, not live” video edition of Crack the Customer Code! Related Content 360Connext® post, Why Your Customer-Centric “Breakthrough” Is Not Working Customers That Stick® post, What Great Brands Do Episode 253: (Tip) Situational Awareness in Customer Service Episode 298: Michel Falcon, Incredible Experience Tips We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

PEOPLE FIRST CULTURE

Jeannie and Adam discuss the incredible transformation and enhancement of Comcast customer service with Tom Karinshak, Comcast's Executive Vice President of Customer Service. Comcast customer service and game-changing innovation When we ask people about their worst customer service experiences, cable and communications providers often top the list. And years ago, Comcast may have been the first company to come to mind. But this is changing fast! Customers now demand better experiences from all the companies they do business with, so they no longer grin and bear it with cable companies. They’re fed up with the typical experiences, so they’ve taken to social media and other feedback platforms, and Comcast has indeed been listening! Since Tom Karinshak became Executive Vice President of Customer Service for Comcast Cable, the company has made incredible strides in improving and enhancing not just the customer experience, but the employee experience as well. “I'm a firm believer that you can’t have a great customer experience without a great employee experience” -Tom Karinshak, Executive VP of Customer Service at Comcast There are many factors at play behind Comcast’s success in improving the customer experience, but you'd be surprised at how far-reaching their efforts are. In fact, they've changed the game with strategic partnerships, feedback mechanisms, software and apps, and both internal and external communications. What’s more, they’re redefining what omnichannel customer support really means. “How do we simplify it for the customers? Meet them where they want to be met.” -Tom Karinshak, Executive VP of Customer Service at Comcast Comcast continues to smash the mold for cable customer experiences, and they’ve already made amazing improvements nobody expected.  We’re lucky to have Tom join us today and discuss some of the ways Comcast has transformed their experience. But it's not just about cable! We uncover many ways any company can get started creating a competitive customer experience in their industry. Listen in! Interview Highlights What CX goals did Tom take on first with Comcast, and how did he view those challenges? [3:35] Products can be very complex, so how can we go about simplifying the touchpoints connected to them? [6:44] How does Comcast communicate to embed CX enhancements, especially across different parts of the organization? [11:10] We’ve heard of Net Promoter Score, but how does Comcast focus on the Net Promoter SYSTEM?” [13:40] What is it like to roll out CX enhancements in a large company like Comcast? [17:00] What is the first step any company can take to start rolling out customer experience enhancements? [24:30] About our guest Tom Karinshak serves as Executive Vice President, Customer Service for Comcast Cable. In this role, he and his team work to ensure Comcast is delivering an excellent customer service experience. Tom oversees call center operations including phone, chat and social media agents, in addition to other key touch points and service channels with their customers. Before joining Comcast in November 2010, Tom served as Managing Director and Customer Experience Director for Barclay’s Bank of Delaware, where he designed and built a top talent customer experience, marketing, and operations organization. Prior to Barclays, Tom was at AOL where he held a variety of senior leadership roles across marketing and operations. Tom has 20 years of leadership experience with multi-service providers and leading consumer brands. He also served on active duty with the U.S. Army for six years as a Combat Engineer Captain. He holds a B.S. in Civil Engineering from the United States Military Academy at West Point and an M.S. in Engineering Management from the Missouri University of Science and Technology. Related Content 360Connext® post, Customer Service & CX Leaders Make the Best Magic TOGETHER Customers That Stick® post, Creating a Customer Service Culture with Jeff Toister Episode 301: Will Experience Be Your Difference This Year? Episode 298: Michel Falcon, Incredible Experience Tips We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam shares expert advice for making customer experience your competitive advantage in 2018. Customer experience is THE competitive advantage Welcome to 2018! To start off the new year, we’d like you to think about customer experience as your competitive advantage. Because unless you plan to compete on price, providing a customer experience that is both frictionless and memorable is the best way to differentiate your brand this year. But many brands fall into a trap when trying to differentiate on experience! While they create perks and gimmicks to entice customers, competitors are drilling down into the customer journeys to focus on the moments that matter most to their customers. What you do to differentiate doesn’t have to make a big splash. In fact, many of the experience initiatives brands make a huge deal out of chalk up to little more than clever marketing campaigns. And while they may generate in influx in sales, things taper off when customers realize these changes are only skin deep. “When you think about competing on customer experience, don’t just think about your experience as a whole…” -Adam Toporek So what do you say? Competition is fierce in 2018, and while many companies offer a similar product or service, your customers are looking for their ideal experience. To kick off the new year, Adam is sharing tips and ideas to help you examine your customer journey for critical touchpoints with the potential to create a competitive advantage in your industry. Listen in! Related Content 360Connext® post, 5 Top CX Trends For Survival in the Age of the Customer Customers That Stick® post, Will You Compete on Customer Experience in 2018? Episode 298: Michel Falcon, Incredible Experience Tips Episode 282: Stephen Shapiro, Innovating Customer Experience We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. Leveraging culture for amazing experiences If you want to deliver outstanding experiences, then you must have an amazing culture to match. Today’s guest, Michel Falcon, is an expert at creating employee engagement strategies that lead to amazing customer experiences, and he has some great tips to share with you today! First off, Michel explains that proper engagement starts with recruiting. In fact, it should start before you even consider hiring! As part of a special process Michel shares with our listeners, you can cut significant overhead by frontloading much of the work and starting off right. “We need a certain type of individual who has a customer-centric DNA” -Michel Falcon But it’s not just about hiring the right people and training them right. You need a solid ongoing engagement strategy. Michel shares some innovative ways he gets new hires engaged right from the start and keeps them engaged for the long term. So, how does all of this relate to the customer experience? Michel’s strategies for hiring and engagement is only part of what we cover here. We hear amazing stories and tried-and-true experience strategies that can only work if your culture and hiring process are aligned with the ideal experience. “If you aren’t ready to compete on customer experience, don’t even show up…” –Michel Falcon Packed with scalable tips for hiring, training, designing experiences, and keeping engagement high on all fronts, this is a must-listen episode for leaders in any industry. You won’t believe some of Michel’s strategies actually work, but the results have been amazing. So, what are you waiting for? Listen in! Interview Highlights Michel outlines his innovative process for hiring the right people. What are some key questions? [3:30] What is the $2o indulgence question, and why is it such a powerful tool – not just for recruiting, but ongoing engagement? [7:20] Confession: Michel “stole” this strategy from John DiJulius…because it’s awesome! [12:30] Michel has a special budget for “micro experiences,” but what are they, and how does his Experience Coordinator manage them? [16:35] How does Michel use video as a customer experience tool? [22:00] About our guest Michel Falcon is an entrepreneur, advisor and international keynote speaker who leverages customer experience and employee engagement strategies to grow businesses. He has been hired by multi-million and billion-dollar companies across dozens of industries to improve their customer experience and employee engagement and has traveled to countries like Canada, USA, Israel, Austria, Australia, Nigeria, Germany. Michel has worked with and spoken to companies like McDonalds, Verizon Wireless, BlueCross BlueShield, Alfa Romeo, Electronic Arts and many others. As an entrepreneur, Michel is a partner in a hospitality company based in Toronto, Ontario that owns and operates restaurants that earns more than $10,000,000 in yearly revenue and has over 100 employees. Connect with Michel Twitter LinkedIn Facebook YouTube Website Related Content 360Connext® post, The Best CX Leaders ROCK at These 3 Things Customers That Stick® post, Introducing a New Guide to Customer Service Higher Education Episode 180: John DiJulius, The Customer Service Revolution Episode 176: (Tip) Hiring a Customer-Centric Employee We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices