Bye Bye Chris Evans and Thank You
December 12th 2018 by
9 years ago today, I received the craziest phone call. A producer for the Chris Evans Show on BBC Radio 2 rang me and asked if I’d like to be interviewed on his programme. She said, ‘Chris has read your book Flip It and wants to interview you about it’. ‘Of course. I’m in. What […]
in Inspiration | (12) comments
I have ETB
December 4th 2018 by
On Monday, I had the joy of a deep scale and polish at my dentists. As usual, the hygienist did a quick gum check; prodding, poking and saying random numbers to her assistant. ‘A one, two, two, a one, a two… etc’. Suddenly she stopped and said, ‘Patient has ETB’. What the…? I was in […]
in Personal Development | (8) comments
Not Quite Nostradamus
November 29th 2018 by
I used to be a roofer – a job which was always full of banter. One day, we were working 30 miles from base and an extraordinary conversation took place. ‘What day is it?’ asked one of the lads. Quick as a flash Micky Thompson shouted, ‘Thursday!’ ‘Are you sure?’ enquired another. ‘Yes, I’m sure,’ said […]
in Inspiration | (2) comments
Do you speak my language?
November 13th 2018 by
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 […]
in Customer Service | (19) comments
66% of people ….
November 7th 2018 by
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 […]
in Customer Service | (3) comments
Why Our Retailers Must Step Up
October 31st 2018 by
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 […]
in Inspiration | (1) comment
Hentitled
October 24th 2018 by
Hentitled: Those who strut, clucking endlessly about why they should have what they think they deserve, without putting in effort and forgetting everyone else… Often with an ‘I’ve paid, therefore…’ mind-set. Cluck, cluck, cluck. ‘I pay my rates, why can’t the council pick up this rubbish?’ Cluck ‘I pay my taxes for the NHS – I […]
in Uncategorised | (11) comments
Mania Vs Contentment ….
October 17th 2018 by
Are you manic? Have you ever been? It’s not the most helpful state – but it’s a common one. Running late. Hoping for the call back. Overwhelmed with what there is to do. Wishing the kids would just settle! Mania is always looking ….. Hoping to find the fix. Searching for solutions. While mania always […]
in Personal Development | (4) comments
Happy Birthday to ……
October 1st 2018 by
20 years ago, October 1st 1998, I started a new job. Founder of Michael Heppell Ltd. I was stoked. Totally clueless … but stoked. My own business, first day of trading and loads of people said they would book me. But, as many entrepreneurs know, someone saying they will buy your services and someone actually buying […]
in News | (59) comments
What Ambition Really Looks Like
September 24th 2018 by
For regular readers of my newsletters, it’s no secret that I’m a fan of Vanarama. They’ve been a client for many years and really understand what brilliance looks like. Here’s the latest example of why they’re better: After a talk by Kevin Webber, the inspirational ambassador of Prostate Cancer UK, the staff at Vanarama decided […]
in Inspiration | (0) comments