207: Michael Pace: Everybody is going to come to me

//207: Michael Pace: Everybody is going to come to me

207: Michael Pace: Everybody is going to come to me

Michael Pace Show Notes Page

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.

Michael was born and raised in Sparta, New Jersey. He is the oldest of three, and has a brother and sister, both still living in NJ. He also has five step brothers and sisters, all with loads of kids of their own and he’s an uncle to 12.

Growing up, like George Constanza on Seinfeld, he wanted to be an architect or an engineer. But after seeing all the math he would have to take in college, he switched his major to Sports Management. After college, Michael left for Orlando which was becoming an exciting sports town. But after finding only internships, he landed a role with a travel agency, selling trips to the Bahamas COD (Cash on Delivery for anyone less than 40 years old).

They would hand him a phone book each day, and he would call. He hated this job. It was like “Boiler Room” with corny rebuttals and canned responses. In the late 90’s, he had an opportunity to move back home to NJ and began working at Tiffany & Co. where he discovered that he truly enjoyed helping people and Customer Service.

After a few years with Tiffany & Co., Michael moved to Massachusetts to be with his new wife and started with a new division of Capital One managing the contact center that focused on selling installment loans for elective medical financing. Michael moved into an Operations Program Management role, building out this division’s telephony and case management systems.

Eventually, he took on IT projects and continued to build out Operations. In 2006, he took over all Contact Center activities for the division. In 2008, when the financial markets blew up, Capital One needed to shut down his division.

But as one door closes, another opens, and he had a unique opportunity with Constant Contact to build out the bleeding edge of Customer Service for the SaaS-based newsletter leader. His role encompassed the strategy and analysis for the group, WFM, process management, outsourcer relations, knowledge management teams, and the one of the first social customer service teams.

In 2012, he decided to start his own consultancy, The Pace of Service. Since then he has worked with companies like Citizens Bank, David Yurman, Tory Burch, Blue Nile, Rue La La, Conversocial, and a number of start-ups. He is also the President of the Northeast Contact Center Forum.

Michael is now a single dad to Brayden who loves soccer, especially British Premier League “Futbol”. They live in Foxboro, Massachusetts only a few steps away from Gillette Stadium, even though he is a Dallas Cowboys fan.

Tweetable Quotes and Mentions

Listen to @micpace to get over the hump on the @FastLeaderShow – Click to Tweet 

“Successful customers and associates are what make companies widely successful.” – Click to Tweet  

“Customer service and experience should be customer centric, right?” – Click to Tweet  

“What customers are looking for is to be successful with why they are with you.” – Click to Tweet  

“Customer experience is not just about customer service, it’s about all the senses.” – Click to Tweet  

“There’s always this mix of both relationship and behaviors going on simultaneously.” – Click to Tweet  

“To get people to follow you, it’s more than just actions, you have to build rapport and relationships.” – Click to Tweet  

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Hump to Get Over

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.

Advice for others

Help people around you to become more successful.

Holding him back from being an even better leader

Working on my communication. Getting my value proposition clear and succinct.

Best Leadership Advice

You have to be able to build rapport and relationships with people.

Secret to Success

Jack of all trades.

Best tools in business or life

Having great mentors and people to soundboard against.

Recommended Reading

The 360 Degree Leader: Developing Your Influence from Anywhere in the Organization

Contacting Michael Pace

Website: https://thepaceofservice.com/

Twitter: https://twitter.com/micpace

LinkedIn: https://www.linkedin.com/in/pacemichael/

Resources and Show Mentions

Northeast Contact Center Forum

Call Center Coach

An Even Better Place to Work


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2019-01-09T08:46:03-04:00January 9th, 2019|Podcasts|0 Comments

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