Mandi Ford wanted to have a business that made everyone smile. Mandi’s Director at ES Concierge & Co, Australia leading life and business concierge. She and her team help with finding gifts, booking restaurants, delivering services – any little (and big) thing that needs solving. She espouses ‘unreasonable hospitality’: exceeding expectations and surprising and delighting customers.

When hiring for customer service roles, she’s on the lookout for individuals who have a desire to serve others and treat everyone with respect. It’s important to choose and onboard suppliers carefully, ensuring they align with the company's values and customer service standards. Creating meaningful experiences for customers, she insists, doesn't always require a large budget; thoughtfulness and personalisation can make a significant impact.

MORE INFORMATION

ES Concierge 
https://esconcierge.co/

The Sales Doctor 
https://thesalesdr.com.au/

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

Mandi Ford wanted to have a business that made everyone smile. Mandi&rsquo;s Director at ES Concierge &amp; Co, Australia leading life and business concierge. She and her team help with finding gifts, booking restaurants, delivering services &ndash; any little (and big) thing that needs solving. She espouses &lsquo;unreasonable hospitality&rsquo;: exceeding expectations and surprising and delighting customers.
When hiring for customer service roles, she&rsquo;s on the lookout for individuals who have a desire to serve others and treat everyone with respect. It&rsquo;s important to choose and onboard suppliers carefully, ensuring they align with the company's values and customer service standards. Creating meaningful experiences for customers, she insists, doesn't always require a large budget; thoughtfulness and personalisation can make a significant impact.
MORE INFORMATION
ES Concierge&nbsp; <a href="https://esconcierge.co/">https://esconcierge.co/</a>
The Sales Doctor&nbsp; <a href="https://thesalesdr.com.au/">https://thesalesdr.com.au/</a>
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

The sales process is broken. What’s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.

Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid’s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.

The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The sales process is broken. What&rsquo;s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.
Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid&rsquo;s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.
The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

The sales process is broken. A revolution is required to engage with customers, employees and the greater business community.

The Sales Revolution

The sales process is broken. What’s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.

Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid’s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.=

The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The sales process is broken. What&rsquo;s required is a revolution. A revolution to engage with other people, whether they be direct customers, employees, or the greater business community.
Leading the charge is Ingrid Maynard, Founder and Managing Director of The Sales Doctor. Ingrid&rsquo;s pathway to Enrichment Philosophy evolves the sales process and mindset, freeing up sales teams to achieve outcomes beyond what they dare to imagine.=
The Sales Revolution is a podcast which explores these concepts, and introduces other leaders on their approach to business and sales.
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;

Ep14 Unreasonable hospitality: a blueprint for exceptional service – Mandi Ford

Dave Rogers challenges the way organisations respond when things don’t go to plan – and why getting it right matters more than ever. Dave, known as The Business Explorer, is an award-winning business consultant, author and TEDx Speaker.

Drawing on lessons from the hospitality industry, he explains how great businesses spot friction early, own their mistakes, and actively learn from feedback to create better experiences.

Inspired by Black Box Thinking, Dave explores how airlines use near-misses and failures to improve systems, and contrasts this with more defensive cultures in other sectors, including healthcare. The result? Powerful insights into how transparency, learning, and accountability shape outcomes for customers, employees, and entire ecosystems.

DAVE ROGERS 
https://linktr.ee/thebusinessexplorer
Dave mentions the book, Be More Pirate by Sam Conniff Allende: https://amzn.asia/d/0cAGdvjc

THE SALES DOCTOR  

The Next Level Sales Impact Online Program 
https://thesalesdr.com.au/online-program/

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/

The Sales Doctor 
https://thesalesdr.com.au/ 

 

Dave Rogers challenges the way organisations respond when things don&rsquo;t go to plan &ndash; and why getting it right matters more than ever. Dave, known as The Business Explorer, is an award-winning business consultant, author and TEDx Speaker.
Drawing on lessons from the hospitality industry, he explains how great businesses spot friction early, own their mistakes, and actively learn from feedback to create better experiences.
Inspired by Black Box Thinking, Dave explores how airlines use near-misses and failures to improve systems, and contrasts this with more defensive cultures in other sectors, including healthcare. The result? Powerful insights into how transparency, learning, and accountability shape outcomes for customers, employees, and entire ecosystems.
DAVE ROGERS <a href="https://linktr.ee/thebusinessexplorer">https://linktr.ee/thebusinessexplorer</a> Dave mentions the book, Be More Pirate by Sam Conniff Allende: <a href="https://amzn.asia/d/0cAGdvjc">https://amzn.asia/d/0cAGdvjc</a>
THE SALES DOCTOR &nbsp;
The Next Level Sales Impact Online Program <a href="https://thesalesdr.com.au/online-program/">https://thesalesdr.com.au/online-program/</a>
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>
The Sales Doctor&nbsp; <a href="https://thesalesdr.com.au/">https://thesalesdr.com.au/</a>&nbsp;
&nbsp;

Ep86 Learning from what goes wrong (and why it matters) – Dave Rogers

Property management businesses are leaving serious money and loyalty on the table by being reactive instead of proactive. Hermione Gardner explains exactly how to fix it. Hermione is the no-fluff business and mindset coach behind Sidekick, a growth partner built specifically for property management entrepreneurs. With 20-plus years in real estate, she’s seen the stress, the overload, and the missed opportunities up close, then turned that experience into practical coaching, training, and a mastermind community for PM business owners. 

Hermione breaks down how to grow a rent roll with consultative conversations, consistent lead generation, and systems that stop teams burning out. She outlines why great property managers aren’t automatically great business owners, and what skills need to level up fast: sales confidence, financials, leadership, and scalable processes. 

THE SALES DOCTOR 

Sidekick 
https://sidekick.net.au/ 

The Next Level Sales Impact Online Program 
https://thesalesdr.com.au/online-program/

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The Sales Doctor 
https://thesalesdr.com.au/ 

Property management businesses are leaving serious money and loyalty on the table by being reactive instead of proactive. Hermione Gardner explains exactly how to fix it. Hermione is the no-fluff business and mindset coach behind Sidekick, a growth partner built specifically for property management entrepreneurs. With 20-plus years in real estate, she&rsquo;s seen the stress, the overload, and the missed opportunities up close, then turned that experience into practical coaching, training, and a mastermind community for PM business owners.&nbsp;
Hermione breaks down how to grow a rent roll with consultative conversations, consistent lead generation, and systems that stop teams burning out. She outlines why great property managers aren&rsquo;t automatically great business owners, and what skills need to level up fast: sales confidence, financials, leadership, and scalable processes.&nbsp;
THE SALES DOCTOR&nbsp;
Sidekick <a href="https://sidekick.net.au/">https://sidekick.net.au/</a>&nbsp;
The Next Level Sales Impact Online Program <a href="https://thesalesdr.com.au/online-program/">https://thesalesdr.com.au/online-program/</a>
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;
The Sales Doctor&nbsp; <a href="https://thesalesdr.com.au/">https://thesalesdr.com.au/</a>&nbsp;

Ep85 Proactivity builds a stronger business – Hermione Gardiner 

The salesperson who wins today doesn’t look like the salesperson who won five years ago… or even three. The market has shifted, buyers have changed, and the old playbook is no longer enough. 

Ingrid breaks down the 10 qualities that define great business development people right now — not in theory, not in a textbook, but in the real conditions we’re all selling into. Some will sound obvious. Others might feel uncomfortable. All of them are essential if you want to stay relevant, credible, and effective in this market. 

If you want a copy of the full list, email admin@thesalesdoctor.com.au 

THE SALES DOCTOR   

The Next Level Sales Impact Online Program 
https://thesalesdr.com.au/online-program/

The Sales Revolution Book 
https://thesalesdr.com.au/the-sales-revolution-book/ 

The Sales Doctor 
https://thesalesdr.com.au/ 

The salesperson who wins today doesn&rsquo;t look like the salesperson who won five years ago&hellip; or even three. The market has shifted, buyers have changed, and the old playbook is no longer enough.&nbsp;
Ingrid breaks down the 10 qualities that define great business development people right now &mdash; not in theory, not in a textbook, but in the real conditions we&rsquo;re all selling into. Some will sound obvious. Others might feel uncomfortable. All of them are essential if you want to stay relevant, credible, and effective in this market.&nbsp;
If you want a copy of the full list, email <a href="mailto:admin@thesalesdoctor.com.au">admin@thesalesdoctor.com.au</a>&nbsp;
THE SALES DOCTOR  &nbsp;
The Next Level Sales Impact Online Program <a href="https://thesalesdr.com.au/online-program/">https://thesalesdr.com.au/online-program/</a>
The Sales Revolution Book&nbsp; <a href="https://thesalesdr.com.au/the-sales-revolution-book/">https://thesalesdr.com.au/the-sales-revolution-book/</a>&nbsp;
The Sales Doctor&nbsp; <a href="https://thesalesdr.com.au/">https://thesalesdr.com.au/</a>&nbsp;

Ep14 Unreasonable hospitality: a blueprint for exceptional service – Mandi Ford

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