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
Unsexy Business
September 12th 2018 by
We all love a bit of tech – the latest gizmo or gadget. Investors love it too. Do you remember the dot com bubble? But while the headlines are being grabbed by sexy flash-in-the-pan start-ups, it’s the grafters who are the real backbone of any economy. Unsexy Businesses JR Cleaning services is owned by a […]
in Inspiration | (9) comments
Why is it always the middle of the night when your smoke alarm beeps?
September 4th 2018 by
First of all, it’s great to be back. We’ve rested for most of August and as usual, when it gets to September, I’m raring to go. Plus, conference season is starting and we’re going to be speaking to thousands of people over the next couple of months. Can’t wait. How was your summer? For half the […]
in Personal Development | (2) comments
How to say no
July 25th 2018 by
YES! Yes, I’ll do it – Too easy. Sorry No – Too hard. If, like me, you are presented with a dozen or so opportunities a week (thank you LinkedIn) … If you have well-meaning souls aiming to make your life richer, more fulfilled, etc … If you feel like you don’t have enough time […]
in Personal Development | (4) comments
What the heck has happened to customer service?
July 19th 2018 by
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 […]
in Customer Service | (28) comments