The Secret Ingredient is Always Love

Lead with love. Serve at a higher level

The Secret Ingredient is Always Love. Lead with love. Serve at a higher level.

BCS Consultants partners with leaders and teams to build people-first cultures where performance and humanity thrive side by side.

Founded and led by Michelle Warner, BCS Consultants partners with organizations to develop confident, love-driven leaders, strengthened and aligned teams, and transform cultures from the inside out. Whether in corporate environments or service-driven businesses, we help you create workplaces where people thrive, collaboration deepens and performance and results flow naturally.

Who We Work With

At BCS Consultants, we serve two core groups of leaders who are ready to elevate how they lead, how their teams show up, and how their culture feels. In both spaces, we partner with those leaders who want to deepen trust, strengthen team performance, and create workplaces where people and results thrive.

A. Corporate & Multinational Leaders

Senior and executive leadership teams
Organizations navigating growth, change, or transformation
Leaders ready to align culture with strategy

B. Service & Guest-Facing Leaders

Restaurants, hotels, resorts, spas
Airlines, customer service and contact centers
Automotive service and dealerships
Any guest-facing brand

Our Framework

A simple three step framework designed to create lasting change from the inside out.

First, we develop the leader – creating clarity, emotional intelligence, and love-driven leadership so everything starts from a grounded, aligned place.

Next we develop the team – fostering collaboration, trust, and shared ownership so people feel empowered to deliver at a higher level together.

Finally, we develop the culture & experience – embedding new behaviors into your daily operations / guest interactions so exceptional performance becomes natural, consistent and sustainable.

How We Work Together

Human-Centered. Practical. Built to Last.

Discovery & Design

Every engagement begins with discovery and design – and with a real relationship. We don’t offer off-the-shelf solutions; every project is customized to your specific needs. We start by getting to know you and your organization through personal interviews, diagnostics, and a co-created roadmap that clarifies priorities and guides our work together.
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Leadership & Team Experiences

What we deliver is always shaped by what you and your team need most. For some organizations, that looks like focused leadership and team workshops; for others, it’s immersive offsites that reset connection and commitment, or on-going individual or team coaching to sustain growth over time. We’ll partner with you to design the right mix of experiences that meets you where you are and moves you to where you want to go.

Culture & Service Transformation

We start by truly seeing and hearing your organization. Our team conducts cultural audits, confidential listening sessions, and on-site observations to understand how work really gets done and how people actually feel. From there, we identify patterns, strengths, and friction points, then design the most effective path forward – one that’s grounded in data, real voices, and the realities of your day-to-day culture.

Measurement & Ongoing Support

Our belief is that what gets measured signals what’s important; what stays important earns your focus; and what you consistently focus on inevitably produces results. Measurement turns intention into focus and focus into results.
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Offerings

• Leadership development programs • Team retreats • Coaching • Culture/service design sprints • Advisory partnership • Speaking engagements

3 Steps to Creating Exceptional Hospitality that Drives Revenue

The Secret Ingredient is Always Love is a practical, step-by-step guide – written by our founder Michelle Warner – for leaders in hospitality and service who want to create unforgettable guest experiences and stronger business results. This book shows you where exceptional service truly begins – with you the leader.

Step One

Step one is leading yourself with love – doing the inner work to become the kind of leader people want to follow.

Step Two

Step two is love in action – caring for each other first by intentionally building and role-modeling a team culture where people feel seen, supported and empowered.

Step Three

Step three is creating micro-moments of love – small, intentional actions that have outsized impact on how every guest feels. Filled with tools, blueprints, exercises and easy to use frameworks, this book walks you through all three steps so you can consistently deliver exceptional hospitality and a guest experience that keeps people coming back, strengthens loyalty, and drives sustainable revenue growth.

Our Roadmap has Three Clear Steps

Leading Yourself with Love
Love in Action – Caring for Each Other First
Micro Moments of Love – Small Actions, BIG Impact

Ideal For

Individual leadership/ team development / training programs
Cultural transformation
Service refresh initiatives
Differentiating your business in a crowded market

Meet Michelle Warner

Founder & CEO, BCS Consultants

With more than 25 years of experience across 37 countries, Michelle has gained a deep understanding of diverse cultures across many industries. As a certified John Maxwell coach and DISC Consultant, she focuses on the powerful link between leadership, employee development and guest experience (in service industries). Her specialty is transforming business cultures into environments where authentic connection comes first – helping leaders navigate today’s competitive landscape with teams that are engaged, empowered and ready to serve at a higher level.

Bio Snapshot

Leadership and culture consultant, coach, facilitator, and speaker.
Works with executives globally across a range of industries.
Known for combining practical strategy with deep humanity.

BCS Mission

Lead with love, work with intention, and serve at a higher level.

Our Core Beliefs

Love is the secret ingredient. Meaningful leadership and strong teams begin with genuine care – first for ourselves, then for one another. Love isn’t soft; it’s a strategic advantage that fuels trust, loyalty, psychological safety and performance.
Everything starts with leadership. Every great team begins with a leader willing to do the inner work. When leaders cultivate clarity, emotional intelligence and integrity – they create environments where people feel valued and supported – and those teams consistently deliver high performance. The way you lead is the way your people serve.
Culture is created by our intentional daily choices and behaviors. Culture is the echo of how you show up every day. It’s built through intentional decisions, habits and interactions that create an environment where people thrive, feel included and experience real belonging – and that foundation is what drives strong, sustainable business results.

Let's Start the Conversation

Reaching out is never a commitment – just an invitation to a thoughtful conversation. Share a bit about you and your organization, and we’ll follow up to explore what you’re hoping to create. No pressure, no hard sell – simply a genuine dialogue to see whether there’s a meaningful way we can support you and your team.

+1 (312) 799-0116

michellewarner@thesecretingredientisalwayslove.org

United States

The Secret Ingredient is Always Love. Lead with love. Serve at a higher level.