You don’t know what’s going on behind the counter. 

Maybe they’ve had a terrible journey. Perhaps they don’t like how they look today. Possibly they’re resenting the job itself, just counting the hours until the shift is over. 
 
The person serving you barely makes eye contact. Their shoulders are slumped, their tone is flat and it’s obvious they’re having a bad day. 

Whatever the reason, it’s hard to love a customer when you don’t feel good about yourself.

Do you agree with this:👇🏼👇🏼

Great customer service doesn’t start with ‘Have a nice day’; it begins with how you feel about you. 

If you don’t like yourself, it’s nearly impossible to serve others with energy and love. 

This is something I’ve seen time and again through our Hearts and Minds program. Organisations invite us to help improve their customer service. Within ten minutes of our first meeting, you'll hear me saying,  

‘You can’t be better for your customer unless you’re better for yourself first!’ 

With Hearts and Minds, instead of focusing solely on the customer, we start with the team. We work on boosting morale, improving communication and building respect.  

The result? Not just better customer service - but happier, more connected teams.  

So how do you build that confidence and positivity from the inside out? 

Start small: 

 
Flip It and find the good in someone else. Compliment a colleague or highlight something they’ve done well. When you lift others, you lift yourself too. 

Celebrate one win. Reflect on something you’ve achieved this week - no matter how small. Recognising progress builds self-belief. 

Change your state. Shoulders back, head up and a big smile. Your physiology impacts your mood and your mood impacts your service. 

These simple actions might seem small, but they create a foundation of self-respect, team trust, and connection that shows up in every customer interaction. 

Love ❤️ Yourself, Love ❤️ Your Service 

Great customer service isn’t just a series of techniques - it’s about how you feel inside. When you like yourself, your team and your job, it shows in every interaction. 

Fancy a challenge? 

This week, choose one thing to focus on. Compliment colleagues, celebrate wins or change your state (Fix Up, Look Sharp).  

When you feel good on the inside, you can deliver brilliance on the outside. I'd love to hear your ideas, please share them here. 

Be Brilliant! 

Michael Heppell