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Have you been stating the obvious

‘The dark nights are coming.’ There are so many daft things about that sentence… and yet I say it every year. Like it’s a surprise that it will soon be dark at 6pm. Is it a British thing? Like being amazed at the price of a Freddo (the frog)*? Or flabbergasted that the number of crisps in a bag of Walkers is down to single figures? Why even mention it? Yes, the […]

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Take your shoes off

I was recently presenting a 5 Star Service Zoom webinar to a group of estate agents. At the end, I was asked this question: ‘What’s the one thing estate agents could do to provide better customer service?’ Obviously a brilliant CRM system, great representation, using Omnichannel effectively, etc. comes to mind but my answer was: ‘Take […]

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When it all goes belly up

I was just about to press the button and launch TEAM 17 University (if you don’t know about TEAM 17 you can find out more here). That was three days ago. Since then, our TEAM 17 University online host – Kajabi – has had three days of outages, database problems and connectivity issues. I was so pleased with myself because I’d thought that uploading everything three days before you […]

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Dealing with the second spike

It was inevitable, but it’s still a bummer. The question is, what’s your plan…. if (or when) we have a second wave; another spike? I’ve heard several people ask: ‘When can we just get back to normal?’ ‘When will it end?’ It won’t. It’s our ability to deal with it, to normalise and to accept it that’s […]

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Worrier or Warrior

You’ve been a Worrier and you’ve been a Warrior. There’s only a couple of letters difference, but they’re a world apart. Worrier to Warrior contrasts. Some as simple as a change of tone. Worriers think – what happened? Warriors ask – ‘What’s next? Worriers assume – they’re talking about me. Warriors assume – they’re talking about me! Worriers deliberate […]

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On Repeat

I’ve just finished writing my newsletter for this week. But you won’t see it here. Just as I completed the final few words, I realised the message was almost exactly the same as last week’s. Only a rehash. Even the last sentence was identical. What’s going on? Maybe you need a repeat? If so, you’ll see […]

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Is Perfect Overrated

Unless you’re running a Michelin starred restaurant or carrying out some delicate surgery, it could be argued that being perfect is overrated. I interviewed Paul Mort recently, who passionately argued that he would rather have done than perfect. I’m a massive fan of getting it over the line. ‘It’ being anything you’ve been putting off. […]

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Nothing Done

On Monday, I felt busy the whole day; but when I looked back, I didn’t seem to get anything done. Ever felt that way? The point is I was busy; but was I being effective? That evening I made a new commitment. Each day, for the rest of the week, I was going to get a minimum of two things over the line. I love this expression ‘over the line’ as it makes me […]

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Why you don’t want feedback

You say you love feedback. The truth is, we love the feedback that we want to hear. I’ve just completed a new online training programme called Write That Book Masterclass. At the end, I asked the 70 plus new authors for their feedback on the course and to complete a survey. The vast majority of the scores and comments have been wonderful. I’m thrilled for the participants and my ego says thank you, […]

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We saw 100 piglets

‘How was your day?’ That was the question we used to ask our kids. It was a useless request; as it prompted ‘fine’ as a response. End of conversation. We changed it to: ‘What was the best thing about today?’ ‘What could have been better?’ ‘What made you smile?’ Etcetera. Last night I called our daughter. She’s […]

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