Even if you’re retired. 

Even if you don’t think you have any. 

Even if you’re locked away in a shed on the Outer Hebrides. 

You still have... customers. 

If I’m asked for a definition of ‘the customer’. I say, ‘It’s anyone who isn’t you.’

Which means you probably have a lot more customers than you think. 

It’s a strange thing to get your head around, especially where you are definitely the customer. It means the people who are serving you are your customers too 🤯.

I’ve talked to business owners whose eyes cross when I suggest that their suppliers are their customers. And some have a mini meltdown when I explain that their most important customers are... their staff. 

This isn’t playing with words, for me, it’s a fundamental part of providing brilliant levels of service. 

If you embrace it, it means you don’t have to turn it on or turn it off depending on who you’re communicating or connecting with.

They're Coming

Next week dozens of boxes will arrive containing thousands of copies of my new book See, Smile, Say Hello.

Some are for hotels who’ve bought hundreds of copies knowing that the number one reason why guests will choose to stay with them (rather than their competition) will be their level of service. And a book that’s designed for frontline staff is a gift. 

There will also be hundreds of individual copies going out to a range of readers from new entrepreneurs to retired civil servants. 

When I was writing this message, I had a quick look at the pre-orders to try and gauge what demographic had pre-ordered the book. 

Wow! It proved my point. 

If everyone is everyone’s customer, then everyone needs to improve their level of service, communication and emotional connection. 

Just for fun, I’ve listed some of the people and businesses who've pre-ordered at the end of this message - if you’re one of them, thank you.

If you’re not, guess what? It’s not too late.

Although the initial pre-order offer has ended, there’s still an opportunity to save a few £s and receive a signed first edition copy of See, Smile, Say Hello on publication day - March 27^th. 

You just click here! 

A Challenge
Something to do - just for fun. The next person you connect with, assume they are your best customer, treat them that way and see the results. 
 

A Request
One last thing. Please send positive black and white vibes to Wembley Stadium on Sunday at 4.30pm – Newcastle United need them.  

Be Brilliant!

Michael Heppell