As a restaurateur and hospitality entrepreneur, Michel Falcon knows first-hand the value customer and employee experience plays in the success of a business, especially in today’s marketplace. Over the past 15 years, he has honed his people-first culture philosophy while building his own successful businesses and working with leading organizations around the world. In his story-driven presentations, Falcon draws on real-world examples to show how companies in any industry can leverage his proven people-first strategies to build high performing teams, design and deliver exceptional customer experience, and find long-term success.
Falcon wrote the book about building people-first cultures — literally. He is the author of People-First Culture: Build a Lasting Business by Shifting Your Focus from Profits to People, which was lauded by Howard Behar, the former President of Starbucks, who said, “Follow the philosophies and actionable strategies outlined in Michel’s book to build a profitable and admired company.” His work has also been featured in publications such as Business Insider, Inc., Entrepreneur, Forbes, and TIME.
As a keynote speaker, Falcon is invited to speak on stages around the world. His past clients include some of the world’s most recognizable companies like Subway, TD Bank, Verizon Wireless, McDonald’s, Lexus, JP Morgan Chase, Electronic Arts, and many others. From Toronto and New York to Riyad and Melbourne, Falcon combines actionable strategies, storytelling, and humour to leave audiences engaged and inspired to implement winning customer experience, employee engagement, and company culture strategies.
Falcon is an in-demand speaker because he doesn’t just discuss theory. He is a practitioner, entrepreneur, and leader of teams who deploys the same strategies he discusses in his book and on stage within his own businesses. Falcon began his career as a call centre agent at 1-800-GOT-JUNK?, where he was promoted five times within five years, eventually joining their operations management team. It was there he discovered his passion for entrepreneurship and the value of developing customer and employee-centric company cultures.
In 2012, Falcon opened his own business, Falcon Consulting Group, where he worked with multi-million- and billion-dollar companies across dozens of industries to enhance their people management and customer experience strategies. In 2016, Falcon left the consulting world to own and operate a portfolio of restaurants and venues in Toronto. Through applying his people-first culture lens, these venues grew to earn tens of millions of dollars in profitable revenue with 200+ employees — all within two years. In 2018, he was hired by McDonald’s Canada to be their spokesperson for their National Hiring Day campaign.
Today, Falcon is the owner of Brasa Peruvian Kitchen, a fast-casual restaurant concept with multiple locations in Canada and the US. His restaurant boasts guest and employee satisfaction rates 3x industry averages, leading to great profits for the organization.
