MICHELLE PASCOE is an International Certified Speaking Professional, an Accredited Trainer and Assessor, and managing director of Optimum Operating Procedures and Services, Pty., Ltd. (OOPS), one of Australia’s most respected training and research companies. She works with small to multimillion-dollar companies in the gaming industry, as well as the hospitality, retail, manufacturing, real estate, government, automotive and professional services sectors to ignite employee potential and drive outstanding service experiences. DAVID STAUGHTON, BSc (Hons), AFAIM, CCEO, MIMC, is a scientist, author, speaker and award-winning businessman who helps companies find more opportunities to make sales all year round. With over 30 years of experience, Dave drives business development and cross-selling in a broad range of industries including mining, retail, hospitality and consulting. Dave’s consulting and training clients include multinationals, nationally listed companies and groups of small businesses seeking to radically lift team member engagement levels and boost sales results.

• About the Authors Preface Starting Out on the VIP Journey: Find out where you are with mapping, measuring and focus groups The VIP Principle: Focus on your current and identify your prospective VIP guests VIP Leadership: The tale of the tortoise and rabbit—being a better leader to grow your team talent VIP Team Members: Skunks or Puppy Dogs?—overcoming the many challenges of building a VIP team Delivering a VIP Experience: The Tim Tam® moment—adding more WOWS and reducing the ouches VIP Advocacy:The three steps to guest commitment—going beyond VIP experiences and guest loyalty Attracting More VIPs: Drawing a crowd with entertainment, dining and décor VIP Marketing Strategies: Using the best tactics to fill your venue all year round In closing Glossary

MICHELLE PASCOE is an International Certified Speaking Professional, an Accredited Trainer and Assessor, and managing director of Optimum Operating Procedures and Services, Pty., Ltd. (OOPS), one of Australia’s most respected training and research companies. She works with small to multimillion-dollar companies in the gaming industry, as well as the hospitality, retail, manufacturing, real estate, government, automotive and professional services sectors to ignite employee potential and drive outstanding service experiences. DAVID STAUGHTON, BSc (Hons), AFAIM, CCEO, MIMC, is a scientist, author, speaker and award-winning businessman who helps companies find more opportunities to make sales all year round. With over 30 years of experience, Dave drives business development and cross-selling in a broad range of industries including mining, retail, hospitality and consulting. Dave’s consulting and training clients include multinationals, nationally listed companies and groups of small businesses seeking to radically lift team member engagement levels and boost sales results.

• About the Authors Preface Starting Out on the VIP Journey: Find out where you are with mapping, measuring and focus groups The VIP Principle: Focus on your current and identify your prospective VIP guests VIP Leadership: The tale of the tortoise and rabbit—being a better leader to grow your team talent VIP Team Members: Skunks or Puppy Dogs?—overcoming the many challenges of building a VIP team Delivering a VIP Experience: The Tim Tam® moment—adding more WOWS and reducing the ouches VIP Advocacy:The three steps to guest commitment—going beyond VIP experiences and guest loyalty Attracting More VIPs: Drawing a crowd with entertainment, dining and décor VIP Marketing Strategies: Using the best tactics to fill your venue all year round In closing Glossary

MICHELLE PASCOE is an International Certified Speaking Professional, an Accredited Trainer and Assessor, and managing director of Optimum Operating Procedures and Services, Pty., Ltd. (OOPS), one of Australia’s most respected training and research companies. She works with small to multimillion-dollar companies in the gaming industry, as well as the hospitality, retail, manufacturing, real estate, government, automotive and professional services sectors to ignite employee potential and drive outstanding service experiences. DAVID STAUGHTON, BSc (Hons), AFAIM, CCEO, MIMC, is a scientist, author, speaker and award-winning businessman who helps companies find more opportunities to make sales all year round. With over 30 years of experience, Dave drives business development and cross-selling in a broad range of industries including mining, retail, hospitality and consulting. Dave’s consulting and training clients include multinationals, nationally listed companies and groups of small businesses seeking to radically lift team member engagement levels and boost sales results.

• About the Authors Preface Starting Out on the VIP Journey: Find out where you are with mapping, measuring and focus groups The VIP Principle: Focus on your current and identify your prospective VIP guests VIP Leadership: The tale of the tortoise and rabbit—being a better leader to grow your team talent VIP Team Members: Skunks or Puppy Dogs?—overcoming the many challenges of building a VIP team Delivering a VIP Experience: The Tim Tam® moment—adding more WOWS and reducing the ouches VIP Advocacy:The three steps to guest commitment—going beyond VIP experiences and guest loyalty Attracting More VIPs: Drawing a crowd with entertainment, dining and décor VIP Marketing Strategies: Using the best tactics to fill your venue all year round In closing Glossary