Is it going backwards?

I picked up my friend Jamie at Newcastle; he’d just had a 3-hour train trip from London and commented that the service was getting worse. The once brilliant Apple have dropped the ball three times (with me) over the last 12 months. BT told me less than the truth, failed to fix a problem and mis-sold […][...]

How I would save UK Retail

On its knees! Amazon has killed our retailers! The high street is dying! The hyperbole is increasing daily and the solution is complex. But how about we start with this …. Retail Staff – instead of chatting to your mates – how about doing some selling and serving? Is it just me, or has the […][...]

When Customer Service Doesn’t Matter

I was looking to book 3 nights in a really nice, relatively new hotel on one of the Spanish Islands.  It was for the height of summer, so I wanted to plan ahead. I didn’t need a deal. I wasn’t fussed about an upgrade. But I wasn’t prepared to pay more than list price for […][...]

How Good Service Becomes Brilliant

I was recently tagged in a Twitter post about customer service. Normally, it’s a reader having a rant and suggesting the culprits ‘check out @MichaelHeppell and get your staff trained’. They never do … but I’m honoured for the shout out. This particular tweet was about a simple but effective design in a hotel room to aid sleepy guests on the […][...]

3 Great Customer Service Stories

I thought it was time to share some inspirational service stories. As usual, your job is to keep thinking, ‘How can I use this?’   Shopping Nightmare Imagine the dread of buying £70 worth of shopping and then realising you have no method of payment. This is what happened to one of our clients, Nikki, […][...]

Do you speak my language?

I needed to change an online booking but the only way to do it was to call the contact centre. I visited the store but was asked to email my comments to the service department. I called the help line and was instructed to put my request in writing. I responded to the tweet and […][...]

66% of people ….

I enjoy a good statistic And I love a good quiz.  Let’s combine them both. 66% of people: A. Have never seen snow B. When they leave work, don’t know what they are going to have for tea C. Suffer from Nomophobia – the fear of being without your mobile phone Which one will you […][...]

Why Our Retailers Must Step Up

I’ve presented at several retailer conferences this year. The atmosphere has been buoyant at some and desperate at others. Sometimes, when I’m giving a keynote, I use fear as a motivator to give the audience a whack on the side of the head. For retailers, I used to name the shops which no longer exist […][...]

What the heck has happened to customer service?

When John Lewis and Apple are screwing up, you know there’s something wrong. Apple have lost all of Mrs Hep’s calendar data (that’s why you didn’t receive a birthday card) and after 4 weeks, they can ‘see it’ but appear to be no closer to restoring it. John Lewis screwed up an order 3 times […][...]

The Enemy of Loyalty

‘Your desserts!’ The waiter placed our perfectly presented puddings in front of us with a flourish.  They looked amazing! So why did we refuse them and send them straight back untouched? We were already customers.  We were having a lovely dinner. The starters had been great. It’s just he’d missed one important thing… The main courses. However, […][...]

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