Fraught with friction

Brilliant Customer Service requires more than a fake smile and ‘Have a nice day’. It demands introspection, innovation and, more than ever, ease. Think smooth.   Friction is the now the leading bugbear for customers. You can be rude, drop the ball, mess up pricing and still be forgiven. If your interaction is fraught with […][...]

Too much choice

I was going to create a Black Friday sale with amazing offers on loads of products. And then I remembered the jam experiment, where a supermarket increased its range of jams fivefold and sold… less jam. Most people appreciate less choice, not more. Keep it simple Heppell.   In the spirit of less jam choice, […][...]

The Opportunity Clock

When I first heard Zig Ziglar talking about the Opportunity Clock, I realised it was a Flip It moment of genius. It’s stayed with me forever. Opportunity is something we want to move towards. Alarm is something we want to move away from. When the alarm clock goes, the temptation is to click snooze. When […][...]

When to clean tables

We flew home with Jet2 last week. In one of those rows where they need to attach a ‘micro table’. You know the type. Like the ones in lecture theatres, that swing out of the arm rest so you can take notes. So long as you are taking notes on the back of a postage […][...]

124 didn’t, but over 5000 did.

A couple of weeks ago, I had the privilege of training at, and hosting, the Not Just Travel conference.     The room was buzzing! A combination of coming out of the pandemic (which had decimated much of their business) and the boom in new bookings created a heady atmosphere.     But, there was an elephant […][...]

What’s Happened to Hospitalty?

I’m back on the road. Over the last couple of months, the switch has been flicked and bookings are flooding in for keynotes and training.    And with that comes travel and hotels.     It’s no secret that the hospitality industry is having a staffing crisis.   I talked to a restaurant manager last week […][...]

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…  […][...]

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 […][...]

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 […][...]

Doing Their Best

My favourite pub, The Rat Inn, has chosen to close on Mondays. Not due to Covid. It’s because they can’t find enough staff to provide the service they are known for. They’ve tried letting patrons know and still some customers kick off. After a horrendous 18 months, the hospitality industry is being hit again with the challenge of not being able to find enough people. And […][...]

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