78% of organisations think they are actually doing a good job when it comes to their levels of customer service.

Yet only 11% regularly achieve high satisfaction levels from their customers.  That's a mis-match of 67% - ouch!

The challenge is that organisations often think they know; what to do, what customers want, and worse still think that they are doing enough. Brace yourself - here's my last negative in this newsletter - they conveniently blame outside forces (such as the recession) when I'm sure much of it is being caused internally.

I'm on a mission. A mission to inspire, encourage and create new thinking in the amazing world of customer service.

Five Star Service

To celebrate the release of my new Five Star Service Programme, I'm making it my duty to share super service tools and techniques that will convert your customers into frenzied followers and delighted disciples!

Could you improve your level of customer service right now?


How much time and resource are you prepared to put in to this?


What will the cost be if you don't?

Number 3 is the real kicker. Customers don't tell you that your service is pants. They simply stop spending, leave or worse still have no opinion about you or loyalty to you. They just drift off. 

So the cost is huge and unknown. Right now your current level of service could be costing you a fortune in more than financials. Low morale, poor referrals, apathy or worse still, while your head's down your competition are cleaning up!

Sorry, I did say I would keep it positive, but sometimes when I'm on a mission a wake up call is needed. So are you awake? Brilliant! Here are five Five Star actions you can take today that will have an immediate impact.

Become a brilliant customer first. One of the very best ways to learn about service is to make yourself a better customer.

Challenge everything. If you do it that way because you always have - change it. If the senior team won't support your service ideas - ask them why? If you feel like you're banging your head against a wall - keep banging (you may just get through).

Put a price on it. What is the lifetime value of your customers? My hairdresser was completely freaked out when he realised the lifetime value of a typical customer was worth £10 - 20k! Now what will you invest in time, effort and resources to avoid losing a customer?

Study Five Star Service in others, then 'think transferrable'. Who's giving superior service? How do they do it? How can you take the best of what they do, think transferrable and apply it to what you do right now?

Remember, customers do not compare product with product or service with service - it's how you make them feel!

That was five Five Star ideas to get you started. Now how would like fifty more?

Announcing Michael Heppell's Five Star Service Audio Learning Programme

I am delighted and excited today to announce my newest and most exciting audio learning programme ever. Five Star Service is a 3 CD learning programme containing material from; my best selling customer service book, keynote presentation and interactive workshop. 

With thirty seven sections to explore and enjoy you can choose the ones which work best for you, or really go for it and immerse yourself in the whole programme. The pace of learning is up to you.

On each of the CD's, you will hear me presenting ideas and concepts backed up with inspirational stories designed to motivate the listener to take action. Every CD is produced to the highest quality featuring digital sound, track listings on iTunes and full colour graphics. Plus each programme comes with a special 'Service Star^(TM)' to measure your progress. I've also thrown in some amazing surprise bonuses too.


One Programme - Multiple Uses

You can use this programme as a perfect way to stimulate a Five Star Service Sizzle Session, to fire up a meeting, motivate a team or, by using me as your own personal coach, you can learn whilst in your car, office or on the move.

Five Star Service is only £29.95 but I want to give you an incentive to order your copies right now. That's why we've put together some amazing 'launch week' offers allowing you to save as much as 50% if you act fast.

To order your 'Five Star Service Audio Learning Programmes' go to our special Five Star Service pages on our online store by just clicking here.

But please... could you wait for just a moment longer? 

When I was in the studio recording Five Star Service I came up with a crazy idea to create a motivational customer service CD which could be listened to quickly by anyone at any level in any organisation.

The idea was to give the listener a boost and a reason to increase their levels of service, and for them to feel motivated to take action and raise their game now. So as well as launching Five Star Service today we are also launching 'Start the WOW now!' a 70 minute single CD programme for everyone and it's only £40 for a pack of five . That's a saving of £9.75.  To order your copies click here. 

Once again, my team have been hard at work putting together some tasty packages for both programmes from single sets to special business bundles.

To visit our on-line shop and see these amazing bundles click here

Amazing FIVE YEAR guarantee

I'm delighted with this programme and I'm sure you will be too. In fact I'm so sure you will love Five Star Service, use it and benefit from it that if for any reason you are not delighted, simply send it back to me for a full refund - you can keep the bonuses. Normally this type of guarantee expires after thirty days but I'm so certain that you will love it I'm going to extend my guarantee to FIVE YEARS!

Take action now and we'll send you your order today so you can be listening and learning by tomorrow.

Your customers want you to be better. Your suppliers want you to be better. Your teams want to be better. We want you to be better. Let Five Star Service and 'Start the WOW now' show you how.