Three Routes To Mastery  

If it’s important enough.     And if you’re prepared to do what’s necessary.     Then mastery can be an appealing place.     But what makes a Master?    Natural Talent  Some (very few) are born with it. Top sports stars have the physical attributes to be the best – it’s in their DNA.     Some […][...]

Words Change Worlds

I was asked during an interview, ‘What’s the one thing that changed your life?’   It’s one of those questions that could have multiple answers.   My mind whirred.   Meeting my wife? Being given the opportunity to do the job I love? Having kids?   They’re all in the mix.     But the answer I gave was deciding […][...]

What is the best?

What is the best?    Best before is a guide rather than instruction – agree?    I can remember my best gig, but I don’t know if the band thought it was theirs.     The best book I’ve ever read… changes.    Best x in y is a big claim.  That doesn’t stop many businesses […][...]

What Is Time Horizon?

And why is it important?  A time horizon, also known as a planning horizon, is a fixed point of time in the future at which point certain processes will be evaluated or assumed to end. Thanks, Wikipedia*.  *Do you remember when we used to quote the Oxford English dictionary?    Time Horizon  It’s really just a fancy […][...]

What Happened To 5 Star Service?

What Happened To 5 Star Service? Regular readers know I love brilliant customer service.   I wrote a book on it.  I’ve trained over 100,000 people on how to deliver it.  I’ve consulted with some of the best organisations in the world on how to create it.  And you know how much I avoid negativity.  But…  […][...]

Pick a card

As soon as you hear those words you know what’s coming. Whether it’s a youngster performing a simple trick through to the restaurant table professional who is about to blow your mind between courses, the set-up is the same. It’s reassuring, but what makes ‘Pick a card work’ is the opportunity to create a surprise. […][...]

The key to brand loyalty

When it comes to creating brand loyalty, I believe TRUST is top. In the simplest (real life) terms: I don’t trust Hermes* to return my product to Amazon, but I do trust Amazon to refund me anyway. Therefore, I comfortably buy from Amazon, but I wouldn’t choose to send anything via Hermes. Trust is key […][...]

You have bad breath

If you had halitosis, would you want to know? Easy answer. But would you want to be told? You may think yes. The truth is a little more complex. I had to inform a regular driver he had chronic halitosis. It had reached the point where our hearts would drop when we got in his […][...]

Just One Touch

Mrs H & I enjoyed a few days away to celebrate the completion of our most successful Write That Book Masterclass (more on that later). We spent our weekend in Cartmel, in the south Lake District and started with lunch at L’Enclume. This isn’t a foodie blog – it’s a people blog. Although L’Enclume totally deserve their […][...]

Missed It

It’s one of those weekly things I habitually do. I write it on Tuesday or Wednesday, to make sure it arrives every Thursday. This newsletter. Yesterday, it didn’t arrive. And for a very good reason. I hadn’t written it. I could have blamed writer’s block (which doesn’t really exist). Or technology – claiming it was sent, you just didn’t […][...]

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