Would you like to be coached by Michael FREE for the next 90 days?

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 […]

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I Was Absolutely Useless

Yes, I was absolutely useless. But the worst thing? I thought I was good. I’ve been having a garage spring clean and came across a box of old MiniDiscs. For younger readers, MiniDisk was the technology after cassettes and before MP3 players. I popped one into the old garage hi-fi, hoping to find a disco […]

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Dealing With Overwhelm

Last week I hosted the Business Excellence Forum and Awards. It’s a massive event with over 1,200 participants and a range of world-class speakers. Our rehearsal was scheduled for 4.30pm on the day before the event. Then it was moved, moved and moved again. The crew were having a technical nightmare with the set up. […]

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The Curse of Chaos

Early in my career, I was invited to work with a ‘creative agency’.   It was a hoot! Painted pigs in reception. Table tennis and space invaders. Pizzas on Thursday. Pub on Friday.  ‘You don’t have to be mad to work here – but it helps’ posters.  You get the idea. And almost everyone was happy to work late. […]

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The smart way to get a double espresso

Last week I had a few days writing in the sun. The hotel was very nice, the breakfast very average. Two days running, the early morning team managed to make the world’s worst double espresso. Weak, too much liquid, lukewarm. Yuck! I asked how they made them and they said it was just a button on the machine. […]

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How you almost took Fiona on holiday

In 2005 some very ingenious boffins were working on a new device. Something which was to change the face of publishing. The project name was Fiona, and the geniuses loved it so much they couldn’t wait until it was launched and then everyone would want to own a Fiona. But there was a problem. These intellect-packed specialists knew lots about technology but Jack S*** about marketing and even less about sales. The equally clever people […]

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Time for a culling

It’s that time!  The big pre-spring garden tidy has begun. We’ve been pruning like crazy; I’m sure I’m chopping too much off. It feels brutal. I’m assured by Mrs H that if I follow the five D’s of pruning, all will be fine. Dead, Dying, Damaged, Diseased and Deformed. Cutting back what isn’t needed, is […]

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What’s Worth Learning?

A x B = C   A = 4 and B = (SL + LE + FT) Find the value of C I could have thrown up when that week’s maths homework was presented to me. Of course, this wasn’t my maths homework, it was my daughter’s. It wasn’t too many years ago and I still […]

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Someone busier than you …

‘Someone busier than you is running right now’   That was the text my friend, Fi received just at the right time. It wasn’t from a friend or family member.  It was from Nike. It was as if Nike knew. Fiona had had a very busy day.  She’s an Osteopath and had seen a multitude […]

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Are my networking days dead

It’s called ‘In the Middle’ and you can find it right in the middle of Corbridge, Northumberland. It’s our friends’ new sandwich, snacks and coffee shop and it opened this week. Sublime chicken, pesto and mozzarella toastie – but I’m not writing to you about that. I’m writing to you about Jerry. I was waiting […]

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