7 Deadly Sins of Customer Service
Published: Thu, 11/28/13
1) Saying 'It's company policy' - When was the last time you heard this phrase and thought, 'You know what, you're right?' I'm guessing never. So…
Michael Heppell Ltd.
Michael Heppell newsletter
Are you a service leader?
Published: Thu, 11/21/13
Are you a leader in an organisation that's passionate about customer service? On 8th January 2014 I will be holding a very special one day event…
The Edge shortlisted for Management Book of the Year
Published: Thu, 11/14/13
It's been an e citing last 24 hours. My latest book The Edge: How the Best Get Better has been shortlisted for the prestigious 'Management Book of…
Hearts and Minds
Published: Thu, 10/24/13
On 1st October leaders from a wide range of organisations from Sainsburys to Virgin, BMW to Kensington Palace joined me when I launched a new…
The Winter Of Our Discontent
Published: Wed, 10/23/13
For those of you who live in Britain, have lived there, visited or just heard about here, you will be aware of one lasting truth; us Brits love…
Why the gap is getting wider
Published: Tue, 09/10/13
Have you noticed how the service gap is getting wider? Just as more and more organisations are starting to get it, at the same time more than ever…
21.5 Unbreakable Laws of Selling
Published: Tue, 09/03/13
I am delighted to have been asked by Jeffrey Gitomer to support the release of his brilliant new book '21.5 Unbreakable Laws of Selling' which is…
The Edge just got a little smaller and a lot...
Published: Wed, 07/31/13
About a year ago my si th book The Edge: How The Best Get Better was published. I'd spent the previous years researching and writing about what makes…
Why you should stop meeting and start Sizzling
Published: Wed, 07/17/13
Yesterday I received an email asking me what I mean by Sizzle Sessions and what's the difference between them and meetings. So for Steve W, you and…
5 out of 5
Published: Tue, 07/02/13
Imagine you run a hotel. You work hard, you want to create the very best customer service and your guests are at the centre of everything you do. And…